The document analyzes the state of mobile commerce in Italy based on a benchmark of 20 Italian e-commerce mobile websites and apps. It finds that mobile commerce in Italy is still developing but moving in the right direction, with most services enabling a full shopping experience from product discovery to checkout on smartphones. However, many mobile apps still provide basic menus rather than optimized mobile experiences, and cross-channel integration between mobile and other channels is lacking. The document provides recommendations to improve the mobile user experience.
Backelite digital agency presentation_EnglishIdean France
Backelite is a digital company that works for major brands to define, design, implement and optimize the performance of their web and mobile devices. With over 100 experts in the user experience across all screens, Backelite has been attracting major players from the banking, e-commerce, transport and service industries since 2006.
Backelite is a subsidiary of Prosodie-Capgemini, a company in the Capgemini Group since September 2011.
Selling the Value of a Customer Experience StrategyAvtex
There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
Presentation for the Business Intelligence seminar hosted by Lowndes. The focus of this session was about unpacking what digital customer experience is, how digital transformation isn't as terrifying as portrayed, and frameworks for bringing digital transformation to life in any organisation - with a focus on human centred design.
Backelite digital agency presentation_EnglishIdean France
Backelite is a digital company that works for major brands to define, design, implement and optimize the performance of their web and mobile devices. With over 100 experts in the user experience across all screens, Backelite has been attracting major players from the banking, e-commerce, transport and service industries since 2006.
Backelite is a subsidiary of Prosodie-Capgemini, a company in the Capgemini Group since September 2011.
Selling the Value of a Customer Experience StrategyAvtex
There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
Presentation for the Business Intelligence seminar hosted by Lowndes. The focus of this session was about unpacking what digital customer experience is, how digital transformation isn't as terrifying as portrayed, and frameworks for bringing digital transformation to life in any organisation - with a focus on human centred design.
Collaboratively Building the Customer Experience Web: The Example of WikipediaRod King, Ph.D.
Since the invention of the Internet, search engines have evolved to be not more than global web address books. In essence, Google Search is a high quality, fast, and digital "Yellow Pages" directory of web addresses. Search engines including those of Google, Yahoo, and Microsoft hardly help people to make better and faster decisions especially when buying items or faced with alternatives. The Customer Experience Web (CEW) could change all that.
The CEW is conceived to be an online repository of customer experiences on everything: products, services, businesses, places, people, and tools. The ultimate goal is that every object in the world will have customer experience maps in the CEW. These customer experience maps will be co-created by people in all parts of the world and in their own time and for their own items of passion.
This presentation shows a sample of co-created customer experience maps for the item of "Wikipedia." The presented maps summarize the results of a recent Wisdomsourcing Survey in a community of over 200 professionals from 33 countries all over the world. In other words, the customer experience maps were co-created or 'crowdsourced' by the Wisdomsourcing community. This Wisdomsourcing Project marks the start of the Customer Experience Web.
Welcome to the age of the "decision-making engine."
The ubiquity of smartphones has driven many companies to adopt a Mobile First strategy. However, at its core, Mobile First is just a UX strategy, not a holistic approach to customer experience. Only focusing on mobile solves for a relatively limited scope of a customer’s needs. Context First seeks to understand the complete environment surrounding the customer: who is using it, where they are using it, and what their relationship is to the brand. By applying this broader, device agnostic lens, experience designers can deliver a customer experience that is highly personalized and more responsive to each phase in a customer’s decision journey.
MCB.DIGITAL is a strategic Digital business consultancy
Life and digital are no longer separate
We help clients succeed in a world increasingly digital
For a digital world, calls for digital business
Reimagining Life Through Digital
Webex Teams Customer Success Playbook ExcerptsSei Mani
Cisco is making it easier to drive adoption of Webex Teams with next practice content. This is a shift in emphasis from ‘how to’ content to ‘why to’ content that can be used by Customer Success Managers and customers to launch, promote and accelerate adoption. Articulating the value of the technology in the context of different lines of business makes it easier for employees to understand “what’s in it for me?”. Information makes people think, but emotion makes them act.
Here are some excerpts from the 167 page playbook.
Download entire book here: http://cs.co/teamstoolkit
Mobile innovation & The next step in Multichannel CommerceMarcel Schut
Just as mobile is changing the shopping paradigm for consumers, it is also creating new opportunities for retailers. Mobile capabilities help retailers serve numerous goals encompassing the entire customer life-cycle, including revenue generation, customer relationship building, and cost reduction
IAB Mobile Revisted 15 September - Hugues Rey
L’Internet mobile, un concept qui entraîne encore plus de changements que l’Internet fixeLes versions mobiles ou les équivalents des services Internet touchent un public beaucoup plus large et sont lucratifs. Très lucratifs.Si vous pensiez que l'Internet était important, sachez que l'Internet mobile le sera plus encore au cours de cette décennie. Regardez ne fût-ce que l'iPad. Les principales entreprises Internet le clament déjà : « Mobile First » !Si vous voulez savoir pourquoi l'internet mobile est si important, et comment vous pouvez l'utiliser pour générer plus de visiteurs et donc plus de revenus, venez donc le jeudi 15 septembre à la première activité que Stichting Marketing, IAB Belgium et Mobile Monday organisent ensemble.Nous avons le plaisir de vous présenter : - en exclusivité, l'étude Worldwide Mobile Usage d'InSites/IAB - un programme adapté, destiné au « Mobile Savvy » et au « Mobile Newbie », proposé par des experts belges - une session avec Jonathan MacDonald, un expert en communication connu de TEDx Manchester et co-fondateur de This Fluid World & Every Single One of US Découvrez – et repartez peut-être avec – les derniers smartphones !Programme18:15 Welcome (à boire et à manger vous seront offerts)19:00 Introduction par le groupe d'experts19:15 “IAB MC DC 2011: How Belgian consumers use mobile compared with the rest of the world” par Elias Veris (Insites)20:00 Track pour les Mobile Newbies 1. Nicolas Vanderseypen (FR) (Isobar) - “Objectives, KPI’s, stratégie et opportunités” 2. Patrick Bosteels (Mobile Mondays, The Creative Stores) (NL) - “Pertinence de l'évolution mobile du consomateur final”20:00 Track pour le Mobile Savvy 1. Wim Vermeulen (Momads) (NL) - “City marketing case: de App van ‘t Stad” (TBC) 2. Hugues Rey (HAVAS Media) (FR) - “Lead generation through mobile”21:00 Session finale par Jonathan MacDonald (Thought-leader, co-founder de This Fluid World & Every Single One Of Us)
Approaching Customers on Mobile. Bonus: sneak peek of Warply Engage Platform 2.0Warply
A presentation by Sotiris Alexopoulos, Head of Operations at Warply.
This presentation was part of the 5th Infocom Mobile World 2015,"Mobile Everywhere: The touch 'n Go era!", in Greece.
You can find more details about the event here:
http://www.infocomapps.gr/
Feel free to share your thoughts on facebook.com/Warply and twitter.com/Warply.
The Rise of Social Commerce_ A Game-Changer in Retail.pdfjamespatrickusa44
In recent years, the convergence of social media platforms and e-commerce has given rise to a new paradigm known as social commerce. This innovative approach to online shopping leverages the power of social media networks to facilitate buying and selling, creating unique opportunities for businesses and consumers alike. Let’s delve into the realm of social commerce, exploring its impact on traditional e-commerce models and how social media platforms are driving this digital revolution.
E-commerce and physical retail need to work together to provide the best shopping experience.
Here's how Linteri is trying to help bridge this gap with our proximity-based communication and intelligence for "Click-And-Brick" retailers.
Presentation was given during RetailShow 2014 B2B retail fair held in Expo XXI, Warsaw.
Collaboratively Building the Customer Experience Web: The Example of WikipediaRod King, Ph.D.
Since the invention of the Internet, search engines have evolved to be not more than global web address books. In essence, Google Search is a high quality, fast, and digital "Yellow Pages" directory of web addresses. Search engines including those of Google, Yahoo, and Microsoft hardly help people to make better and faster decisions especially when buying items or faced with alternatives. The Customer Experience Web (CEW) could change all that.
The CEW is conceived to be an online repository of customer experiences on everything: products, services, businesses, places, people, and tools. The ultimate goal is that every object in the world will have customer experience maps in the CEW. These customer experience maps will be co-created by people in all parts of the world and in their own time and for their own items of passion.
This presentation shows a sample of co-created customer experience maps for the item of "Wikipedia." The presented maps summarize the results of a recent Wisdomsourcing Survey in a community of over 200 professionals from 33 countries all over the world. In other words, the customer experience maps were co-created or 'crowdsourced' by the Wisdomsourcing community. This Wisdomsourcing Project marks the start of the Customer Experience Web.
Welcome to the age of the "decision-making engine."
The ubiquity of smartphones has driven many companies to adopt a Mobile First strategy. However, at its core, Mobile First is just a UX strategy, not a holistic approach to customer experience. Only focusing on mobile solves for a relatively limited scope of a customer’s needs. Context First seeks to understand the complete environment surrounding the customer: who is using it, where they are using it, and what their relationship is to the brand. By applying this broader, device agnostic lens, experience designers can deliver a customer experience that is highly personalized and more responsive to each phase in a customer’s decision journey.
MCB.DIGITAL is a strategic Digital business consultancy
Life and digital are no longer separate
We help clients succeed in a world increasingly digital
For a digital world, calls for digital business
Reimagining Life Through Digital
Webex Teams Customer Success Playbook ExcerptsSei Mani
Cisco is making it easier to drive adoption of Webex Teams with next practice content. This is a shift in emphasis from ‘how to’ content to ‘why to’ content that can be used by Customer Success Managers and customers to launch, promote and accelerate adoption. Articulating the value of the technology in the context of different lines of business makes it easier for employees to understand “what’s in it for me?”. Information makes people think, but emotion makes them act.
Here are some excerpts from the 167 page playbook.
Download entire book here: http://cs.co/teamstoolkit
Mobile innovation & The next step in Multichannel CommerceMarcel Schut
Just as mobile is changing the shopping paradigm for consumers, it is also creating new opportunities for retailers. Mobile capabilities help retailers serve numerous goals encompassing the entire customer life-cycle, including revenue generation, customer relationship building, and cost reduction
IAB Mobile Revisted 15 September - Hugues Rey
L’Internet mobile, un concept qui entraîne encore plus de changements que l’Internet fixeLes versions mobiles ou les équivalents des services Internet touchent un public beaucoup plus large et sont lucratifs. Très lucratifs.Si vous pensiez que l'Internet était important, sachez que l'Internet mobile le sera plus encore au cours de cette décennie. Regardez ne fût-ce que l'iPad. Les principales entreprises Internet le clament déjà : « Mobile First » !Si vous voulez savoir pourquoi l'internet mobile est si important, et comment vous pouvez l'utiliser pour générer plus de visiteurs et donc plus de revenus, venez donc le jeudi 15 septembre à la première activité que Stichting Marketing, IAB Belgium et Mobile Monday organisent ensemble.Nous avons le plaisir de vous présenter : - en exclusivité, l'étude Worldwide Mobile Usage d'InSites/IAB - un programme adapté, destiné au « Mobile Savvy » et au « Mobile Newbie », proposé par des experts belges - une session avec Jonathan MacDonald, un expert en communication connu de TEDx Manchester et co-fondateur de This Fluid World & Every Single One of US Découvrez – et repartez peut-être avec – les derniers smartphones !Programme18:15 Welcome (à boire et à manger vous seront offerts)19:00 Introduction par le groupe d'experts19:15 “IAB MC DC 2011: How Belgian consumers use mobile compared with the rest of the world” par Elias Veris (Insites)20:00 Track pour les Mobile Newbies 1. Nicolas Vanderseypen (FR) (Isobar) - “Objectives, KPI’s, stratégie et opportunités” 2. Patrick Bosteels (Mobile Mondays, The Creative Stores) (NL) - “Pertinence de l'évolution mobile du consomateur final”20:00 Track pour le Mobile Savvy 1. Wim Vermeulen (Momads) (NL) - “City marketing case: de App van ‘t Stad” (TBC) 2. Hugues Rey (HAVAS Media) (FR) - “Lead generation through mobile”21:00 Session finale par Jonathan MacDonald (Thought-leader, co-founder de This Fluid World & Every Single One Of Us)
Approaching Customers on Mobile. Bonus: sneak peek of Warply Engage Platform 2.0Warply
A presentation by Sotiris Alexopoulos, Head of Operations at Warply.
This presentation was part of the 5th Infocom Mobile World 2015,"Mobile Everywhere: The touch 'n Go era!", in Greece.
You can find more details about the event here:
http://www.infocomapps.gr/
Feel free to share your thoughts on facebook.com/Warply and twitter.com/Warply.
The Rise of Social Commerce_ A Game-Changer in Retail.pdfjamespatrickusa44
In recent years, the convergence of social media platforms and e-commerce has given rise to a new paradigm known as social commerce. This innovative approach to online shopping leverages the power of social media networks to facilitate buying and selling, creating unique opportunities for businesses and consumers alike. Let’s delve into the realm of social commerce, exploring its impact on traditional e-commerce models and how social media platforms are driving this digital revolution.
E-commerce and physical retail need to work together to provide the best shopping experience.
Here's how Linteri is trying to help bridge this gap with our proximity-based communication and intelligence for "Click-And-Brick" retailers.
Presentation was given during RetailShow 2014 B2B retail fair held in Expo XXI, Warsaw.
Shippers Warehouse, Inc. is a provider of supply chain services (3rd party logistics or 3PL). The Company operates over 4.5 million square feet in 8 facilities in the Dallas/Ft. Worth area and 500,000 square feet in Atlanta, Georgia.
The Georgia facility packaging operations ships out over 3 billion bags per year. Shippers Warehouse is one of the largest co-packers in the Southeast. Shippers operate 9 packaging lines with a ready room that is a showcase for reducing any type of foreign matter. The facility handles a variety of food products, is a leader in recycling, & distribution of products.
Shippers Warehouse, Inc. also has the distinction of having all of its locations ISO 9001:2008 certified. (ISO 9001:2008 certified by Management Certification of North America, an ANAB-accredited certification body.)
Regards,
Bill Stankiewicz
Vice President & General Manager
Shippers Warehouse
Office: 678.364.3475
williams@shipperswarehouse.com
www.shipperswarehouse.com
Get the Mobile Commerce Playbook: www.psfk.com/report/mobile-commerce-playbook
The Mobile Commerce Playbook is intended to help businesses take a forward looking approach to leveraging mobile as a core part of their offerings to deliver personalization, relevancy and convenience to every consumer at key moments in this commerce journey. Created in partnership with Braintree, the report offers recommendations that are designed to inspire startups, brands and retailers as they look to create best-in-class mobile commerce experiences that sync with the reality of today’s consumer lifestyles.
- Featured within the 40+ page report, readers can find:
- 11 strategies to redefine mobile commerce
- Unique user experience paths built for brands, agencies, and startups to follow
- Perspectives from leading mobile commerce experts across the globe
If you are interested in seeing a presentation of this report or would like to understand how PSFK can help your team ideate new possibilities for your brand, contact us at sales@psfk.com
Ver. 1 | Published January 2015
All rights reserved. No parts of this publication may be reproduced without the written permission of PSFK Labs.
Consumer acceptance of app only model of e commerceAkash Gupta
A study to access consumer acceptance level of app only model of e-commerce companies. A research project report involving a survey report with validation of result using analytics.
2. The Customer Journey analysis:
introduction
Gianluca Brugnoli – Politecnico di Milano
The Multichannel Shopping Experience – Mobile Commerce in Italy 2011 2
3. The benchmark
The services selected for the analysis
20 Italian e-Commerce mobile
optimized websites and app
The benchmark is based on 20 Italian leading ecommerce services available on
the mobile channel selected from the following key market sectors:
5 – Fashion: Yoox, Diesel, Zara, Privalia, La Redoute
2 – Couponing: Goupon.it, Glamoo
4 – Consumer electronic: Mediaworld, ePlaza, Euronics, Marcopoloshop
2 – Book, music and DVD: Amazon.it, La Feltrinelli
4 – Travel and booking: Booking.com, Volagratis, Alitalia, Trenitalia
2 – Insurances: Genertel, Europ Assistance
1 – Classified: eBay.it
Goal of the research is to provide an overview of the status of the Italian mobile
commerce services and not to assess or compare single applications.
Gianluca Brugnoli – Politecnico di Milano
The Multichannel Shopping Experience – Mobile Commerce in Italy 2011 3
4. The benchmark
The comparison points used in the analysis
50 points of comparison
The benchmark is based on 50 parameters distributed on the five steps of
the Customer Journey:
1. PROMOTIONS AND 2. NAVIGATION 3. PRODUCT 4. CART MANAGEMENT 5. CLIENT SUPPORT
LANDING PRODUCT DISCOVERY PRESENTATION CHECK OUT AND MANAGEMENT
How users enter the site How users find and From exploration to From selection to Tools and features to
or the app and get discover products, and product selection. purchase: shopping cart support the user and
engaged with the mobile get information about How users narrow the features and checkout provide advanced
store experience. them. choice to a few selected process. services.
products.
KEY POINTS KEY POINTS KEY POINTS KEY POINTS KEY POINTS
Mobile SEO, Landing Browsing logic and Product information and Shopping lists creation User profile
pages, newsletter, organization, search details, pictures, features and management, wish management,
promotions, user engines, guided product comparison, price list, coupons and personalization features,
identification, social filtering. Promotions, display, promotions, promotion, codes, order management and
platforms integration. cross-product/brand reviews, checkout features, tracking, customer
navigation, related recommendations, mobile payment services support.
products and social platforms and solutions.
recommendations, social connections
platforms connections.
Gianluca Brugnoli – Politecnico di Milano
The Multichannel Shopping Experience – Mobile Commerce in Italy 2011 4
5. The Customer Journey
Mobile is part of a multichannel experience
The multichannel shopping user experience flows on a service platform
made of di erent channels and touch points.
1. INGRESSO E 2. RICERCA NEL 3. PRESENTAZIONE 4. GESTIONE CARRELLO 5. SUPPORTO E
PROMOZIONI CATALOGO PRODOTTO E PAGAMENTO GESTIONE UTENTI
Web site
eMail
Mobile
Store
Call Center
Paper
Gianluca Brugnoli – Politecnico di Milano
The Multichannel Shopping Experience – Mobile Commerce in Italy 2011 5
6. The Customer Journey
Mobile is part of a multichannel experience
End users build their own experience across the multichannel platform,
jumping from a channel to another, connecting the available touch points.
1. INGRESSO E 2. RICERCA NEL 3. PRESENTAZIONE 4. GESTIONE CARRELLO 5. SUPPORTO E
PROMOZIONI CATALOGO PRODOTTO E PAGAMENTO GESTIONE UTENTI
Web site
eMail
Mobile
Store
Call Center
Paper
Gianluca Brugnoli – Politecnico di Milano
The Multichannel Shopping Experience – Mobile Commerce in Italy 2011 6
8. Overview
General considerations
Mobile commerce in Italy is taking its
first steps, but the direction is right.
Most of the services analyzed in the Some Italian players are delivering
research (native and web apps) are interesting mobile solutions, although still
meaning business, enabling a complete pretty basic.
experience on the smartphone, from
landing and product discovery to Online services appear to be one step
checkout. ahead, especially looking at customer-
support applications.
The big international players provide the
most comprehensive experience, and Many Retailers are coming into play,
beyond standard ecommerce features although their mobile apps seems to be
they o er some mobile-based features, more interested in keeping the client in
such as barcode scanners and context- contact with the stores, rather than
aware search. closing the transaction online.
Gianluca Brugnoli – Politecnico di Milano
The Multichannel Shopping Experience – Mobile Commerce in Italy 2011 8
9. Attention points
A basic landing.
The menu is not the experience
Many apps still display just an essential and flavorless menu in the start screen: no
products or promotions, no news, no user personalization. The contrary of the user
experience on the web channel.
Keep me logged-in
Usually user login is lost through di erent visits. Smartphones are personal devices by
definition, and many apps keep the user session alive after the first login. Enabling login
persistence makes the user experience easier at each access, keeps the cart alive and
enables personalization features such as notifications and targeted promotions.
Where is the mobile version?
Many systems recognize that the user is browsing with a mobile client and load the
mobile version automatically. Anyhow a standard nomenclature for mobile versions is
missing. Moreover is recommended to provide a link to the mobile version on the web
home page.
Gianluca Brugnoli – Politecnico di Milano
The Multichannel Shopping Experience – Mobile Commerce in Italy 2011 11
10. Attention points
Cross-channel integration.
Newsletters don’t see the channels
Mobile devices are becoming the first email viewer. Many eCommerce newsletters
are not compatible with small screens, and from a smartphone they don’t land on a
mobile version.
No social integration
Mobile is a key channel for social platforms. Mobile apps with a social platform
integration are very few.
Disconnected shopping carts
Items saved in a shopping cart on the web site are often not available in the mobile
cart and vice-versa. This is also related to the login persistence. There should be just
one user and one cart across the various channels.
Gianluca Brugnoli – Politecnico di Milano
The Multichannel Shopping Experience – Mobile Commerce in Italy 2011 12
11. Attention points
Simple should be smart.
The product page is a dead end
The mobile experience must be easy and smart. Browsing and searching for a
product on the little screen of a smartphone has many usability issues. Once the user
reached the product page there are no opportunities to continue the exploration
further, and usually the user has to start over. For example with smart
recommendations and related products.
Keep my favorite products at hand
Help your users retrieve their favorite products saved during various sessions: whish-
list, shopping list, dream box are must-have features.
Specific mobile features
Barcode scanners, context-aware searches promotions, check-in systems,
augmented reality, connections with in-store touch points, and so on.
Gianluca Brugnoli – Politecnico di Milano
The Multichannel Shopping Experience – Mobile Commerce in Italy 2011 13
12. Grazie
Thank you
gianluca.brugnoli@polimi.it
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