10 crucial mobile statistics

10 crucial mobile statistics

05-May-2014
Whether you're operating on an e-commerce platform, in a store or both, you will improve your retail business when you pay attention to key facts and stats about online shopping. The thing is, today's customer rarely walks into a store and makes a purchase without first researching, comparison-shopping, and/or looking at the store's website — and all of these things affect the way he or she shops. So to set you up with a greater understanding of your customers and how they are buying, here is a comprehensive list of some mobile behaviors every retailer needs to know.

1. On their way to the store, 70 percent of mobile shoppers map their route with a store locator. Because smartphone users always have their phones with them, it's only natural that they look up a store's location before going to it — this means your first interaction with a customer might not be your salesperson or your signage, but rather your website. 

2. Forty-two percent of customers buy online after going to a store because the online price is lower. Gone are the days of merely competing with the shop around the corner. Today, retailers must be mindful of lower rates and prices online. You need value that outshines what a customer can find elsewhere. 

3. Shoppers on mobile apps are 46 percent less likely to compare prices. The benefit of mobile apps is that they drive loyalty: a user opens a store app and isn't as likely to leave to comparison shop on the Web. For this reason, creating a custom app for your retail store may be a savvy strategy. 


4. Two out of 10 mobile shoppers make social media comments about purchases via their tablets. What's more, another two out of 10 leave social media comments about purchases via their smartphones. 

5. Besides the fact that 59 percent of tablet owners research purchases online, 38 percent of them then buy their items online, as compared to 24 percent of smartphone shoppers.  What this tells you is that more than half your customers who are tablet users are researching products on the Web — with intent to purchase. If you're not reaching out to this user base, you should be. 

6. Mobile purchases will account for 15 percent of online retail sales this year.  Mobile shopping continues to grow, giving retailers new opportunities to market to customers. 

7. Customers redeem mobile coupons 10 times more than traditional coupons. Perhaps because they're easier to remember (because they're automatically in the phone), customers find mobile coupons easier to use. 

8. When they don't receive customized, relevant content and offers, 54 percent of consumers are willing to end their relationship with a retailer. If you want to keep your online audience's attention, you need tailored content. 

9. A poorly designed mobile site will make 57 percent of consumers unwilling to recommend a company. If you think your website design doesn't matter, you're wrong. Your customers won't want to promote you if your site isn't attractive and user-friendly. 

10. Despite how quickly a consumer can go and buy from the competition online, retailers usually take about seven hours to respond to questions and complaints on social media. Finding a faster way to respond to online posts makes sense for retail brands, since lag time makes it easier to lose customers to the competition. 


How is your business reaching out to online and mobile customers? Are you using an app? Are you offering mobile coupons? The research shows that smartphone and tablet users are too big a segment of your customer base to ignore. Find ways to reach this demographic, and you find ways to build your business.


For the original article from Retail Customer Experience click here.