- Brian Dunn, CEO of Best Buy
- John Donahoe, CEO of eBay
- Michael Roth, CEO of IPG
- always on
- multi-device equipped (i.e. camera)
- locally aware
John Donahoe, the web commerce and payment guy, was pretty adamant that we haven’t seen anything yet. He believes the landscape will change over the next 3-5 years even more than it has in the last 5. While he shared few details on his thinking, John did reveal some pretty impressive numbers about the eBay mobile app, downloaded 70 million times already. Last year alone this app helped move $5B in merchandise and the forecast is $8B this year. That’s still small compared to the trillions of dollars in regular offline commerce, yet it’s a fraction of what it will certainly be in just a few years.
From Brian Dunn, the bricks and mortar guy, the physical retail competitiveness bar has been raised significantly by mobile technology. What it takes for traditional retailers to compete with online alternatives is very different from what it takes to compete with other traditional retailers. Best Buy is at huge risk these days, with Amazon using their stores as a showroom for its products, and Apple being the single most successful retailer these days. So Best Buy, in the context of the mobile business, wants to help the consumer:
- manage the complexity of all the competing platforms and services
- enjoy freedom of choice with fewer locked devices so they get the best solutions possible
- sort out mobile plans so they get what will benefit them, as opposed to the carriers
Mobility is Continuity in the Connected Consumer Paradigm
The one common theme among the three speakers is that mobile technology brings greater continuity. Every step of the way the mobile device is now part of the customer experience for companies. It's the way to engage the target market, it’s the way customers choose products among many alternatives, and it’s the way they ultimately buy. Mobile technology has raised the bar in so many ways – and now it makes me the connected customer!