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)

Why mobile shopping trends can't be ignored

As part of a study of nearly 10,000 visitors to the biggest e-retail web sites in the United States (determined by revenue, according to Internet Retailer magazine), the company noted that mobile shopping trends during the annual holiday season could have year-long implications.

The study showed how customers' satisfaction with mobile websites and applications affects their future purchase intent, loyalty, and recommendations across all channels. For example:

• Shoppers are using mobile phones to access websites and apps more than ever before. Some 33% of respondents have used their phone to access a retailer website, and an additional 26% indicated they plan to access retailer websites or mobile apps by phone in the future.
• Mobile purchase behavior is exploding. A total of 11% of web shoppers reported having made a purchase from their phones during the 2010 Christmas holiday season, compared to only 2% the previous year.
• Shoppers use their phones for a variety of tasks. The majority of shoppers who used their phones did so to compare price information (56%). Shoppers also used their phones to compare different products (46%), to look up product specifications (35%), and to view product reviews (27%).
• Shoppers use their phones to look at competitors' websites. While in physical stores, more than two-thirds of mobile shoppers (69%) used their phones to visit the store's own website, but nearly half (46%) also used their phones to access a competitor's website.
• Traditional websites satisfy shoppers more than mobile sites and apps. In general, shoppers rate their satisfaction with retail websites significantly higher (scoring 78 on the study's 100-point index scale) than their satisfaction with mobile apps and sites (scoring 75).
• Good experiences with mobile sites and apps have critical cross-channel impact. Shoppers who are highly satisfied with a mobile experience say they are 30% more likely to buy from that retailer online and 30% more likely to buy offline, as well as being far more likely to return to the main website, recommend it, and be loyal to the brand.

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)