Kitchen & Bath Business - October 2016 - 18

Better Business

APP BREAKDOWN

Engaging Clients
with Mobile Apps
Learn which modes of communication
fit your types of engagement
OF ALL THE OPTIONS AVAILABLE for communicating with clients, which one
is the best? This is not a simple question, but it leads me to other questions.
Why and when are different modes of communication used for business?
We are all now communicating in many more different ways than we were
prior to 2007, when Apple introduced the iPhone. In less than 10 years, the
iPhone has completely changed the world of computing and communicating.

SYSTEMS OF RECORD

Before 2007, information technology (IT) was all about 'systems of record,'
meaning that transactions were documented, recorded and retrieved. IT is
now about 'systems of engagement,'where computing is mobile, spontaneous,
emotional and contextual. The framework for these ideas and terms comes
from Geoffrey Moore, an American organizational theorist, management
consultant and author.
Designers are taking advantage of these new opportunities to engage
clients and prospects in this mobile era. I've used mobile business apps for
IT almost exclusively since 2013, so in an effort to answer the other questions, I drilled down to figure out more about six mobile business apps I use
to engage clients: Apple Mail, text (iMessage), cloud storage (Box), Houzz,
Facebook and FaceTime (Apple).
BY SCOTT KOEHLER,
a 27-year veteran of the
kitchen and bath industry
and owner of Dream Kitchen
Builders, a design-build firm
doing business in the state of
North Carolina

APPS FOR VARIOUS SYSTEMS OF ENGAGEMENT

Great mobile business apps are those that capture and store records and at the same
time are capable of some or all elements of spontaneous,emotional and contextual
engagement (systems of engagement). This chart shows relationships among
modes of online communication and types of engagement.Some of the communication modes like email and text have been around for decades,but the engagement types - mobile, spontaneous, emotional and contextual - are all post-2007.

MODES OF COMMUNICATION

TYPES OF ENGAGEMENT
Mobile

Spontaneous

Email

ü

ü

Text

ü

ü

Cloud (Box)

ü

ü

Houzz

ü

ü

Facebook

ü

ü

ü

FaceTime

ü

ü

ü

18

Emotional

Contextual

ü

" FaceTime (Apple) and similar apps like
Skype meet all of the criteria for a system of
record and a system of engagement to some
degree. They both can be mobile, spontaneous, emotional and contextual. FaceTime is
obviously very similar to in-person meetings
and can be almost as engaging. Meetings using FaceTime can easily be recorded as video,
which comes in handy at times when people
remember things differently.
" Facebook isn't as engaging as in-person meetings but is making huge strides in that direction with recorded and live video and virtual
reality. Email and text messaging can be mobile and aren't necessarily spontaneous but can
be if all parties are participating.Both methods
of communication are systems of record and
systems of engagement in this way. It can be
advantageous to use text or email rather than
a phone call if you want a record of a communication.
"Text and email can be contextual engagement in that they can include documented
location and/or time so both text and email
have context but usually not real-time context. I think you'd agree that it would be a
stretch to claim that either text or email are
truly emotional engagements.
" Houzz records communications and can be
spontaneous, but it hasn't been so in my experience. This might have something to do with
the fact that 6:00 p.m. is the most active time
of the day for Houzz's 35 million users, but I'm
not usually on Houzz at that time. My clients
share their Houzz Ideabooks with me so we
can discuss them and make selections for their
kitchen projects,all within a mobile app. I number kitchen cabinet layouts, and my clients use
the numbers to let me know where they want
to locate accessories they find on Houzz in their
own kitchen.
"The Box app or "mobile server"captures,records
and retrieves data from anywhere and from any
device that's online and does it better and more
securely than most local servers. In addition
to being a system of record, I can use Box to
collaborate with people spontaneously. When
I share a file with my electrician, I get an email
with a link when he replies. Word documents
can be edited by multiple people in different
locations,and the current version comes up first.
For years, the Internet made everything feel
impersonal, distant and unemotional, but mobile
engagement is bringing it all back home. Kitchen
and bath designers need engaging and emotional
interactions to convey thoughts and feelings into
real spaces that reflect the spirit of their clients. 

Kitchen & Bath Business / OCTOBER 2016 / KBBONLINE.COM / The official publication of KBIS (KBIS.com)


http://www.KBBONLINE.COM http://www.KBIS.com

Kitchen & Bath Business - October 2016

Table of Contents for the Digital Edition of Kitchen & Bath Business - October 2016

Kitchen & Bath Business - October 2016
Editor’s Note
Show Director’s Note
Happenings
Trends
Better Business
Solutions
KBIS Countdown
Before & After
Sustainable Design
What’s Hot
What’s Cool
Product Innovator Awards
Balanced Budget
Kitchen & Bath Business - October 2016 - Intro
Kitchen & Bath Business - October 2016 - Kitchen & Bath Business - October 2016
Kitchen & Bath Business - October 2016 - Cover2
Kitchen & Bath Business - October 2016 - 1
Kitchen & Bath Business - October 2016 - 2
Kitchen & Bath Business - October 2016 - 3
Kitchen & Bath Business - October 2016 - 4
Kitchen & Bath Business - October 2016 - 5
Kitchen & Bath Business - October 2016 - Editor’s Note
Kitchen & Bath Business - October 2016 - 7
Kitchen & Bath Business - October 2016 - Show Director’s Note
Kitchen & Bath Business - October 2016 - 9
Kitchen & Bath Business - October 2016 - Happenings
Kitchen & Bath Business - October 2016 - 11
Kitchen & Bath Business - October 2016 - 12
Kitchen & Bath Business - October 2016 - 13
Kitchen & Bath Business - October 2016 - Trends
Kitchen & Bath Business - October 2016 - 15
Kitchen & Bath Business - October 2016 - 16
Kitchen & Bath Business - October 2016 - 17
Kitchen & Bath Business - October 2016 - Better Business
Kitchen & Bath Business - October 2016 - 19
Kitchen & Bath Business - October 2016 - Solutions
Kitchen & Bath Business - October 2016 - 21
Kitchen & Bath Business - October 2016 - 22
Kitchen & Bath Business - October 2016 - 23
Kitchen & Bath Business - October 2016 - 24
Kitchen & Bath Business - October 2016 - KBIS Countdown
Kitchen & Bath Business - October 2016 - 26
Kitchen & Bath Business - October 2016 - 27
Kitchen & Bath Business - October 2016 - 28
Kitchen & Bath Business - October 2016 - 29
Kitchen & Bath Business - October 2016 - 30
Kitchen & Bath Business - October 2016 - 31
Kitchen & Bath Business - October 2016 - 32
Kitchen & Bath Business - October 2016 - 33
Kitchen & Bath Business - October 2016 - 34
Kitchen & Bath Business - October 2016 - 35
Kitchen & Bath Business - October 2016 - Before & After
Kitchen & Bath Business - October 2016 - 37
Kitchen & Bath Business - October 2016 - Sustainable Design
Kitchen & Bath Business - October 2016 - 39
Kitchen & Bath Business - October 2016 - What’s Hot
Kitchen & Bath Business - October 2016 - 41
Kitchen & Bath Business - October 2016 - What’s Cool
Kitchen & Bath Business - October 2016 - 43
Kitchen & Bath Business - October 2016 - 44
Kitchen & Bath Business - October 2016 - Product Innovator Awards
Kitchen & Bath Business - October 2016 - 46
Kitchen & Bath Business - October 2016 - 47
Kitchen & Bath Business - October 2016 - 48
Kitchen & Bath Business - October 2016 - 49
Kitchen & Bath Business - October 2016 - 50
Kitchen & Bath Business - October 2016 - 51
Kitchen & Bath Business - October 2016 - 52
Kitchen & Bath Business - October 2016 - 53
Kitchen & Bath Business - October 2016 - 54
Kitchen & Bath Business - October 2016 - 55
Kitchen & Bath Business - October 2016 - 56
Kitchen & Bath Business - October 2016 - 57
Kitchen & Bath Business - October 2016 - 58
Kitchen & Bath Business - October 2016 - 59
Kitchen & Bath Business - October 2016 - 60
Kitchen & Bath Business - October 2016 - 61
Kitchen & Bath Business - October 2016 - 62
Kitchen & Bath Business - October 2016 - 63
Kitchen & Bath Business - October 2016 - Balanced Budget
Kitchen & Bath Business - October 2016 - Cover3
Kitchen & Bath Business - October 2016 - Cover4
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