This past weekend, I had four tickets to a concert (Arctic Monkeys, it was awesome), but two of my friends canceled. I found a buyer for the tickets, but I still had to somehow get the tickets to them, and they were electronic – and it was the day before the concert and I wasn’t near a computer.
Luckily, Live Nation understands that this kind of thing happens all the time, so “ticket transfer” is an option in their mobile app. All I had to do was type in the person’s name and email address, select the number of tickets I wanted to transfer, and VOILA! The tickets were transferred. My concert experience wasn’t spent trying to find someone in a crowd of thousands, and Live Nation didn’t have to waste resources in a call center to do this transaction.
This mobile moment is an example of the challenges and opportunities organizations have today in dealing with connected customers like me and their crazy-high expectations in the new mobile world. Most organizations see that there has been a change in customer (or employee) behavior, but still aren’t sure what to do about it.