1. Understanding
Customer
Behavior
On
Mobile
Devices
A slideshare by Tealeaf, an IBM Company

2. Introduc:on
By 2015, mobile online
shopping will reach
$163 billion
worldwide
2 © 2012 IBM Corporation

3. Introduc:on
The
mobile
internet
trend
seems
set
to
last.
56%
of people believe that mobile
can make the shopping
experience more enjoyable
3 © 2012 IBM Corporation

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 2015
4 © 2012 IBM Corporation

5. 77%
of the planet owns
a mobile device
By the end of 2012, more than 500 million
smartphones are expected to flood the market

7. 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

8. 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 try
8 © 2012 IBM Corporation

9. 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 problem
9 © 2012 IBM Corporation

10. 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

11. Mobile
Top
Tips!
1 Map
the
customer
journey
2 Op;mize
3 Constantly
review
11 © 2012 IBM Corporation

12. 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

13. 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

14. 14 © 2012 IBM Corporation