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Mobile	  Customer	  Experience	  A slideshare by Tealeaf, an IBM Companybased on findings from Econsultancy’s 2012Reducing...
INTRODUCTION	      43%	  of	  companies	  are	  seeing	  products	      purchased	  via	  mobile	  devices.	      	      M...
INTRODUCTION	      3/4	  of	  companies	  now	  have	  a	  mobile	      op<mized	  site.	  	      	      More	  than	  hal...
33%of companies rate their understandingof the mobile user experience as poor             © 2012 IBM Corporation
Where	  does	  mobile	  fit	  in	  the	  customer	  journey?	      Mobile	  commerce	  is	  changing	  the	      customer	 ...
How	  well	  do	  companies	  understand	  the	  mobile	  customer	  experience?	                                         ...
How	  well	  do	  companies	  understand	  the	  mobile	  customer	  experience?	                                         ...
How	  well	  do	  companies	  understand	  the	  mobile	  customer	  experience?	       A	  minority	  of	  firms	  track	 ...
How	  well	  do	  companies	  understand	  the	  mobile	  customer	  experience?	       36%	  see	  screen-­‐sizing	  issu...
How	  well	  do	  companies	  understand	  the	  mobile	  customer	  experience?	       Customer	  issues	  at	  the	  pur...
Mobile	  OpImizaIon	  Top	  Tips!	       1    Make	  mobile	  customer	  experience	  a	  priority	       2    Deploy	  an...
About	  Tealeaf,	  an	  IBM	  company	       	       Tealeaf,	  an	  IBM	  Company,	  is	  a	  leading	  provider	  of	  d...
About	  Econsultancy	       	       Econsultancy	  is	  a	  global	  independent	  community-­‐based	       publisher,	  f...
17   © 2012 IBM Corporation
Mobile Customer Experience
Mobile Customer Experience
Mobile Customer Experience
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Mobile Customer Experience

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Our ‘Mobile Customer Experience’ Whitepaper explores the quality of the customer experience on mobile devices. http://bit.ly/SyEjFV

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Transcript of "Mobile Customer Experience"

  1. 1. Mobile  Customer  Experience  A slideshare by Tealeaf, an IBM Companybased on findings from Econsultancy’s 2012Reducing Customer Struggle Survey
  2. 2. INTRODUCTION   43%  of  companies  are  seeing  products   purchased  via  mobile  devices.     Mobile  is  now  a  crucial  touch  point     for  consumers.  2 © 2012 IBM Corporation
  3. 3. INTRODUCTION   3/4  of  companies  now  have  a  mobile   op<mized  site.       More  than  half  have  an  iPhone  app   and  29%  have  tablet  apps.    3 © 2012 IBM Corporation
  4. 4. 33%of companies rate their understandingof the mobile user experience as poor © 2012 IBM Corporation
  5. 5. Where  does  mobile  fit  in  the  customer  journey?   Mobile  commerce  is  changing  the   customer  journey.   58% of companies are seeing customers use mobile devices to research products for later purchase online5 © 2012 IBM Corporation
  6. 6. How  well  do  companies  understand  the  mobile  customer  experience?   48% Smartphone  and   tablet  prolifera<on  is   increasing  mobile   channel  traffic.     now  see  more   35%  of  companies  say   than  10%  of     mobile  accounts  for  up   web  traffic   to  20%  of  web  visitors.     come  via  mobile  7 © 2012 IBM Corporation
  7. 7. How  well  do  companies  understand  the  mobile  customer  experience?   43% 88%  of  companies   are  segmen<ng   mobile  visitors  by  the   track the value of device  or  plaGorm.   mobile visitors  8 © 2012 IBM Corporation
  8. 8. How  well  do  companies  understand  the  mobile  customer  experience?   A  minority  of  firms  track  qualitaIve   mobile  data.  This  explains  why:   1/3 have a poor 25% 33% see their mobile of companies rate understanding user experience their understanding of the mobile as poor of mobile user user experience experience as poor10 © 2012 IBM Corporation
  9. 9. How  well  do  companies  understand  the  mobile  customer  experience?   36%  see  screen-­‐sizing  issues  as  the   most  serious  problem   encountered  by  customers  on   mobile  devices.       Bad  naviga0on  /  poor  findability   are  considered  the  next  most   serious  issues.  11 © 2012 IBM Corporation
  10. 10. How  well  do  companies  understand  the  mobile  customer  experience?   Customer  issues  at  the  purchase  end   of  the  sales  funnel  are  not  considered   key  concerns.   Only just 11% consider checkout while 9% consider payment problems problems a serious to be a high level concern issue for customers13 © 2012 IBM Corporation
  11. 11. Mobile  OpImizaIon  Top  Tips!   1 Make  mobile  customer  experience  a  priority   2 Deploy  an  integrated  mix  of  qualita<ve     and  quan<ta<ve  mobile  tracking  metrics   3 Iden<fy  and  prevent  issues   4 Invest  wisely  across  all  channels   5 Link  your  channels    14 © 2012 IBM Corporation
  12. 12. About  Tealeaf,  an  IBM  company     Tealeaf,  an  IBM  Company,  is  a  leading  provider  of  digital   customer  experience  management  and  customer  behavior   analysis  solu<ons.  Tealeaf  solu<ons  enable  companies  to   beUer  understand  the  “why”  of  a  customer’s  online  and   mobile  interac<ons  to  enhance  the  customer  experience.   The  acquisi<on  of  Tealeaf  extends  IBM’s  exis<ng  quan<ta<ve   web  and  digital  analy<c  capabili<es  in  Coremetrics  and   Unica  solu<ons  with  qualita<ve  analy<cs  capabili<es  to   record,  replay  and  analyze  a  customer’s  digital  interac<ons.   Tealeaf  was  acquired  by  IBM  in  June  2012.       For  more  informa<on,  please  visit  www.tealeaf.com.    15 © 2012 IBM Corporation
  13. 13. About  Econsultancy     Econsultancy  is  a  global  independent  community-­‐based   publisher,  focused  on  best  prac<ce  digital  marke<ng  and   e-­‐commerce,  and  used  by  over  400,000  internet   professionals  every  month.  Our  hub  has  120,000+   members  worldwide  from  clients,  agencies  and   suppliers  alike  with  over  90%  member  reten<on  rate.   We  help  our  members  build  their  internal  capabili<es   via  a  combina<on  of  research  reports  and  how-­‐to   guides,  training  and  development,  consultancy,  face-­‐to-­‐ face  conferences,  forums  and  professional  networking.        16   © 2012 IBM Corporation
  14. 14. 17 © 2012 IBM Corporation
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