Mobile is most definitely changing the customers journey and we are using it more and more to do everything. Research, buying, selling and customer service.
Small businesses can no longer ignore this fact. Instead, they should be thinking about giving it some more time. The reality is that mobile is now the most important screen to think about so you have to start thinking about how the customer will think, feel and what they will act (or not) upon when coming across your company on their mobile. Does your website even load on a mobile? Can they find you easily enough? What will they see first?
It’s a mobile world — design accordingly.