M-Commerce: The Final Frontier (of customer experience)
•
2 likes•1,215 views
An examination of results from the 2011 Tealeaf® Mobile Customer Experience report
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (17)
Similar to M-Commerce: The Final Frontier (of customer experience)
Similar to M-Commerce: The Final Frontier (of customer experience) (20)
More from Tealeaf, an IBM Company
More from Tealeaf, an IBM Company (14)
Recently uploaded
Recently uploaded (20)
M-Commerce: The Final Frontier (of customer experience)
- 1. M-COMMERCE The Final Frontier (of customer experience) An examination of results from the 2011 Tealeaf® Mobile Customer Experience report
- 2. By 2015, mobile shopping will reach $163 billion worldwide.
- 3. That’s 12% of global commerce turnover
- 4. Nearly a quarter of online adults have conducted a mobile transaction in the past 12 months
- 5. 75% of them see no reason why mobile transactions can’t be completed first try
- 6. 83% of them had issues last year
- 7. Most commonly this meant error messages (83%)
- 9. 16% go to a competitor
- 11. Customers see “online” as one channel
- 12. “Doing mobile, and doing it well, is no longer a ‘nice-to-have’ offering. It’s now absolutely critical… to grasp the realities of your mobile customer experience, as well as have the ability to test and refine it on an ongoing basis” Mike Brown Vice president of optimisation, Vegas.com
- 13. FIVE STEPS TO IMPROVE MOBILE CUSTOMER EXPERIENCE
- 14. MAKE IT A PRIORITY You spend money to get them to your site Ensure the experience keeps them there
- 15. UNDERSTAND MULTI-CHANNEL BEHAVIOUR Consumers don’t differentiate between channels. Do your customers use their mobile to browse but then buy online (or in store)? How do marketing and promotional efforts like email marketing and SEO affect this behaviour across different channels?
- 16. DEVELOP YOUR MOBILE STRATEGY Decide which platforms to prioritise Understand how to get them right
- 17. IDENTIFY AND PREVENT ISSUES Prioritise areas where you know customers are struggling
- 18. LINK YOUR CHANNELS 25% of mobile customers call customer service to complete the transaction. Give Customer Service Reps insight into the mobile customer experience
- 19. Read or download the full report via the link below http://www.tealeaf.com/customer-experience-management/resource-center/register.php?doc=mobile-cem-uk
- 20. Image sources http://www.flickr.com/photos/amagill/3367543296/sizes/l/in/photostream/ http://www.flickr.com/photos/flyingsinger/86898564/sizes/o/in/photostream/ http://www.flickr.com/photos/misschatter/5051887481/sizes/z/in/photostream/ http://www.flickr.com/photos/16254409@N05/3692584696/sizes/o/in/photostream/ http://upload.wikimedia.org/wikipedia/commons/thumb/e/e9/Dead_End_sign.svg/220px-Dead_End_sign.svg.png http://i.bnet.com/blogs/poison-718296.jpg http://thebizcoachblog.com/wp-content/uploads/2010/11/twitter_bird_angry.gif http://www.log.com.tr/wp-content/uploads/facebook_unlike.jpg http://www.wickes.co.uk/content/ebiz/wickes/invt/164456/Door-Number-1_large.jpg http://themetapicture.com/media/apple-old-imac-vs-iphone-540x540.jpg