Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

European Christmas shopping goes mobile

The 'Mobile Consumer Briefing' study of French, German and British consumers revealed that, aside from making telephone calls, 67% of all mobile phone owners expected to use their mobile device for their Christmas shopping and organising of celebrations (82% in France, 52% in Germany and 66% in the UK).

Furthermore, more than one quarter (26%) planned to use their mobile phone to assist their shopping activities more in 2010 than they did in 2009 (16% in France, 39% in Germany, and 23% in the UK).

The survey also revealed some of the most popular ways in which mobile phone owners planned to use their devices to help with Christmas shopping and organising:

• One quarter (25%) of European mobile Christmas shoppers intended to use their mobile phone to search for gift ideas;
• More than 1 in 10 (12%) planned to use their mobile phone to purchase or pay for gifts - highlighting a good opportunity for marketers to optimise their mobile marketing strategies.

There is also a clear connection between the mobile shopping experience and traditional shopping habits, with 52% of those using their phones for Christmas shopping expecting to do so before leaving for the stores (50% in France, 50% in Germany, and 56% in the UK), and over one third (39%) planning to use their phones while travelling to stores for Christmas shopping. Some 10% of mobile Christmas shoppers said they would even use their device while in a check-out line (3% in France, 14% in Germany, and 11% in the UK).

The survey highlighted several opportunities for brands and retailers to connect with consumers and make mobile part of the in-store experience, as 15% of those using their mobile phone as part of Christmas shopping expected to search for the location of, or directions to, a retail outlet.

"This research demonstrates a growing opportunity for European retailers to readdress the mobile channel to target customers," said Peter A. Johnson, vice president of market intelligence for the MMA, and author of the study. "Consumers are now using their mobiles for a number of shopping related activities which marketers need to be aware of when optimising both their mobile and in-store retail experiences."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)