Mobile Shopping Summit Fall, Day 2 Opening Day Comments

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Opening comments at the Mobile Shopping Summit Fall in October 2011, day 2.

Describes user expectations of the mobile channel and how they respond to bad experiences on their mobile device.

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Mobile Shopping Summit Fall, Day 2 Opening Day Comments

  1. 1. Understanding theMobile Commerce ExperienceJanet JaiswalSr. Director, Product Marketingjjaiswal@tealeaf.com © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  2. 2. Real-Time Customer Experience Management450+ Enterprise Customers:• 30% of the largest online retailers• 8 of the 10 largest worldwide banks• 4 out 5 of the largest travel consolidators Why? Online customer relationships are built one experience at a time1 © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  3. 3. Select Retail Customers22 © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  4. 4. eBusiness Growth Drives CEM Online Customer Experience Management Online Retail Q1 2011 Y/Y • Revenue +12% E-Commerce: Online • Buyers +7% Web & Mobile Experience • Transactions per buyer +9% Call Center, PersonalBrick & Mortar Relationship3 © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  5. 5. US Mobile Commerce is Expected to Growto $31 Billion by 2016 150% growth rate YOY4 © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  6. 6. Mobile ChallengesMany companies lack visibility into the mobile channel • Why am I getting negative reviews? • What is working and what is not and why? • Should I add features or expand to other platforms? • Why are conversion rates lower on mobile?55 © 1999 - 2011 Tealeaf Technology, Inc. All Reserved. Confidential and Proprietary. ©1999 - 2011 Tealeaf Technology, Inc. All Rights Rights Reserved. Confidential and Proprietary.
  7. 7. Users Have High Expectations of Mobile 90% 85% 80% 80% 70% 60% 50% 47% 40% 30% 20% 10% 0% Experience on the Experience should be Experience should be phone should be better better than or equal to better than or equal to than in-store in-store using laptop or desktop 6 6Source: 2011 Harris Tealeaf Technology, Inc. All of Mobile Transactions for Tealeaf © 1999 - 2011 Interactive Survey Rights Reserved. Confidential and Proprietary.
  8. 8. Poor Experience Matters63% of users would be less likely to buy from the same company via other purchase channels (online, in store) if they encountered a mobile transaction problem.84% of users experienced problems when conducting online transactions on mobile devices.Source: 2011 Harris Interactive Survey of Mobile Transactions for Tealeaf77 © 1999 - 2011 Tealeaf Technology, Inc. All Reserved. Confidential and Proprietary. ©1999 - 2011 Tealeaf Technology, Inc. All Rights Rights Reserved. Confidential and Proprietary.
  9. 9. 78% of users who encounter problems completing mobile transactions share those experiences with others8 © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  10. 10. Mobile Commerce Brings New Challenges “The iPhone app is a joke.” “I used the mobile site for awhile, it “@!%$’s so bad. You’re better off using the regular Internet form”› 40% of Mobile Users Share Bad Experiences via Social Media Harris Interactive Survey 2011› 60% share via in-person conversations with friends and family Harris Interactive Survey 2011› 82% of Online Users report that Social Media comments have influenced their choice of vendor9 © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  11. 11. Improvement Is Key Focus AreaOnline, Mobile, Social, Contact Center, Cross-Channel10 © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  12. 12. Add the Mobile Channel into your CustomerExperience Competency for: Visibility into user success & failures • Detect obstacles or issues without relying on user feedback • Understand your mobile usage across the user base, site and apps • Identify cause without having to update or re-launch your services Acceleration of time-to-market • Stop waiting on user feedback before making improvements • Rapidly evaluate mobile features – adoption, success & failure points • Eliminate poor quality to deliver winning mobile services Making the right mobile investments • See the actual usage of mobile services rather than the expected • Quantify business impact to prioritize decisions: fix, invest, remove11 © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  13. 13. Tealeaf CXReal-Time Customer Experience Management Contact Voice of the Mobile Web Customer Center Visibility. Insight. Answers. Real-time Automatic Revenue Experience Customer & Experience Struggle Impact Replay Revenue Capture Detection Analysis Recovery (1) Forrester Consulting12 © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.
  14. 14. © 1999 - 2011 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.

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