You're going to use a phone for everything. So will your customers. But phones are going to become more ubiquitous and much more important than those other gadgets. The next wave of growth of electronic commerce will come on the back of the phone. The gadgets aren't nearly as important as the potential lurking beneath them.
Customers like to be connected.
DiamondCluster International found that when the number of interactions with customers increases from 12 to 24, to 36 to 60, the defection rate of the cell phone customer drops from 13.9 percent to 7.8 percent. Financial services companies have found similar effects. The overall imperative is to get your customer talking to you and talking to you often. Multiple interactions will be beneficial to retention. Unlike the computer, the phone is always available, always running.