Mobile Customer Experience

Mobile Customer Experience

A slideshare by Tealeaf, an IBM Company based on findings from Econsultancy’s 2012 Reducing Customer Struggle Survey

© 2012 IBM Corporation 2

43% of companies are seeing products purchased via mobile devices. Mobile is now a crucial touch point for consumers.

INTRODUCTION


3/4 of companies now have a mobile op<mized site. More than half have an iPhone app and 29% have tablet apps.

INTRODUCTION

© 2012 IBM Corporation

of companies rate their understanding of the mobile user experience as poor

33%


Where does mobile fit in the customer journey?

58% of companies are seeing customers use mobile devices to research products for later purchase online

Mobile commerce is changing the customer journey.


Smartphone and tablet prolifera<on is increasing mobile channel traffic. 35% of companies say mobile accounts for up to 20% of web visitors.

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48% now see more than 10% of web traffic come via mobile

How well do companies understand the mobile customer experience?


88% of companies are segmen<ng mobile visitors by the device or plaGorm.

43% track the value of mobile visitors




A minority of firms track qualitaIve mobile data. This explains why:

have a poor understanding of the mobile user experience

see their mobile user experience as poor

25% 33% of companies rate their understanding of mobile user experience as poor

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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.


Only 11%

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Customer issues at the purchase end of the sales funnel are not considered key concerns.

consider checkout problems a serious issue


consider payment problems to be a high level concern for customers

while

just 9%


Make mobile customer experience a priority

Mobile OpImizaIon Top Tips!

1 2 3 4 5

Deploy an integrated mix of qualita<ve and quan<ta<ve mobile tracking metrics

Iden<fy and prevent issues

Invest wisely across all channels

Link your channels


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.


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.

Mobile Customer Experience

Technology

Transcript of Mobile Customer Experience