Understanding Customer Behavior On Mobile Devices

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Understanding Customer Behavior On Mobile Devices

  1. 1. Understanding    Customer  Behavior    On  Mobile  Devices  A slideshare by Tealeaf, an IBM Company
  2. 2. Introduc:on   By 2015, mobile online shopping will reach $163 billion worldwide2 © 2012 IBM Corporation
  3. 3. Introduc:on   The  mobile  internet  trend  seems  set  to  last.   56% of people believe that mobile can make the shopping experience more enjoyable3 © 2012 IBM Corporation
  4. 4. Why  should  you  pay  a>en:on  to  mobile?   Consumers  are  buying  more  mobile  devices.     In-app purchases will hit 5 million tablets will be sold to $5.6 billion people who already own one in 2012 in 20154 © 2012 IBM Corporation
  5. 5. 77% of the planet owns a mobile deviceBy the end of 2012, more than 500 millionsmartphones are expected to flood the market
  6. 6. What  are  the  implica:ons  of  the  growth  of  the  mobile  channel?   66%  of  online  adults  would  be  less   likely  to  buy  from  the  same  company   via  other  purchase  channels  if  they   experienced  a  problem  conduc;ng  a   mobile  transac;on.  7 © 2012 IBM Corporation
  7. 7. What  are  the  implica:ons  of  the  growth  of  the  mobile  channel?   75% of online adults see no reason why a mobile transaction can’t be completed on the first try8 © 2012 IBM Corporation
  8. 8. What  are  the  challenges  associated  with  understanding   mobile  customer  experiences?   83% of adults who conducted a mobile transaction in the last year said they had experienced a problem9 © 2012 IBM Corporation
  9. 9. What  are  the  challenges  associated  with  understanding   mobile  customer  experiences?   Companies  are  struggling  to   create  a  mobile  strategy   that  allows  them  to  keep  up   with  the  mobile  channel.    10 © 2012 IBM Corporation
  10. 10. Mobile  Top  Tips!     1 Map  the  customer  journey       2 Op;mize     3 Constantly  review    11 © 2012 IBM Corporation
  11. 11. Sources   ABI  Research,  Mobile  Commerce  and  Virtual       Goods  Mobile  Online  Shopping,  SoHware-­‐based  Proximity   Payments  (2010)     Accenture,  reported  by  Internet  Retailer,  2010     Improving  the  Customer  Experience  for  Mobile  Consumers’,  a  whitepaper   by  commissioned  by  Tealeaf,  research  conducted   online  by  Harris  Interac;ve     hSp://www.deloiSe.com/view/en_GX/global/insights/ b5a983274d1b4310VgnVCM2000001b56f00aRCRD.htm           hSp://www.isuppli.com/Media-­‐Research/News/Pages/In-­‐App-­‐Purchases-­‐ Will-­‐Dominate-­‐the-­‐Smartphone-­‐App-­‐Business.aspx  12 © 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   beSer  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.    13 © 2012 IBM Corporation
  13. 13. 14 © 2012 IBM Corporation

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