One year ago this month, we posted a blog entry about the immediacy mindset of the online consumer. At the time, the concept of anticipation was foreign to modern consumers who had grown used to getting what they want almost instantly. That article is still relevant today, one year later, but the mindset of the online consumer has shifted over to a "mobile mindset" which has grown exponentially with ever-improving mobile technologies for customer engagement.
According to Market Live's Performance Index Q2 2014 Report, share of revenue from smartphone shoppers is growing 335% faster in 2014 and is expected to steadily rise through the holiday shopping season. One reason being that smartphone traffic makes up 24% of online traffic. Yet, revenue from tablet users is almost twice that of smartphones. While mobile phones are the preferred device for browsing due to mobility and easy access, tablets seem to be easier to use when closing the deal.
(Today’s Mobile Shopper Might Not Think So.)
For many of us, the first day of school marks the beginning of the downward roll towards - you got it - the holidays! Suddenly our minds begin to shift towards fall festivities, family gatherings, and that gift-giving holiday-palooza in December. Gift shopping starts out at a moderate pace, but before you know it, Black Friday is here, and this annual activity becomes an all-out frenzy of getting the right gift at the right price - and hopefully without pulling your hair out!
Why is customer data so important to your retail business? Because each business has a set of data that is unique. Businesses need to leverage that data to reach out to each customer in a way that is specific to only them. You'll get their attention, and you'll gain their loyalty.
It's prime real estate for enterprise corporations in 2014 - a room with a view - an omni-channel view. Companies now are breaking down their silos, consolidating data from different channels, creating one single knowledge base. This centralized data is somewhat of a "data headquarters", where the customer's journey is mapped across an omni-channel environment, creating one harmonious view for your customer experience team. Why is an omni-channel "room with a view" such a covetous spot?
Do what you do so well that they will want to see it again and bring their friends.
– Walt Disney
Think about who said that.
Did Walt live up to those words? He knew what he was talking about and knew how to make his words happen.
So how does your company do that with its online customer care?
Are mobile consumers’ expectations any different from those of traditional online customers? Of course, mobile customers have the same expectations as desktop consumers, but we found that always having information at your fingertips gives the mobile customer a stronger sense of entitlement to having an experience that is above and beyond.
So, what are the unique factors of customers who do business with you via mobile devices?
As we celebrate Independence Day here in the U.S., we are reminded of how lucky we are to live in a land of free enterprise. And being a company who partners with businesses in developing their customer engagement solutions, TouchCommerce is very aware of the role that customer analytics plays in carrying out that American vision of free enterprise.