Posts tagged with 'cxm'

Mobile marketing is on the move

Capitalising on 2012's success, mobile commerce is finally reaching its stride, and all the signs suggest that 2013 is a banner year for mobile.

Data shows that more and more consumers shop and buy through their mobile devices. In fact, a quick recap of 2012 shows that online shopping reached an all-time high during the 2012 Christmas period, with 30% growth on Cyber Monday alone. Sales soared and consumers flocked to their tablets, smartphones, and other mobile devices to make purchases.

What this also asserts is that marketers, ecommerce executives and retailers must examine the customer experience and eliminate customer pain points that block successful conversions for the retailer.

If a customer voices issues with mobile transactions, retailers must identify the issue and why it causes customers to react negatively, then they must resolve the issue immediately.

Are we investing at the wrong end of the sales funnel?

For years now, working in the web optimisation space, I’ve always been frustrated by one simple fact: businesses spend millions of pounds every year driving customers to a website, but spend almost nothing helping those customers convert. For me, it’s a wholly misguided strategy, but is one that doesn’t seem set to change any time soon.

It’s easy to come up with reasons for this remaining the status quo and many myths exist. My favourite is perhaps the case that marketing is relatively expensive whereas popping up a website is a drop in the ocean. But with declines in the effectiveness of traditional marketing combined with increased web sophistication and multiple digital channels now available, it’s surely getting to the stage where the opposite is becoming true.