Public Relations & Social Marketing Insight

While most marketers continue to think of mobile as a channel — one that runs somewhat parallel to its Internet presence — a new report from Forrester Research says it’s time to reverse that perspective.

“Mobile eliminates the notion of channels by blurring the distinction between the physical and digital worlds,” writes analyst Julie A. Ask. And brands like USAA, using mobile as a way to sell expanded services; Starbucks, which is continually finding new ways to streamline purchasing, or Guinness building passionate beer communities, are finding that “mobile generates new revenue, improves customer relationships and reduces costs throughout all channels.”...