As discussed in a previous blog post, customer experience needs to be at the heart of your mobile strategy in 2012.
With online forums, comment boxes online and the growing number of brands with a social media presence, a customer has more ways than ever before to vent their frustrations following a poor online customer experience.
What’s more, a customer who has a poor experience online using a mobile device can use the very same device to log on to Facebook or Twitter and tell their entire network of friends and family about the poor mobile online experience they encountered.
Just how important is your customer
contact centre to you?
For some companies, call centres are seen as a
last resort for extremely frustrated customers who have struggled online or in
store and need assistance completing their transaction.
In reality, the
customer contact centre is at the forefront of customer experience and can
often be the only ‘human’ interaction a customer has with a brand.
Mobile email is big, and getting bigger. By 2015, more US internet users will access the web
through mobile devices than through PCs.
The mobile email numbers are even more indicative of a seismic shift in
web behavior. comScore
found that while web-based email declined significantly throughout 2010, mobile
email surged 36% from the prior year.
As consumers are increasingly browsing, shopping, and
interacting with brands on the go, mobile commerce presents a powerful
The one area of international e-commerce for which there's not a great deal of free tools available is the issue of preferred online payment systems for foreign markets.
Perhaps ignorance is bliss, but it’s certainly not in the recipe for commercial success. To eliminate
the things that cause their customers to struggle online, organisations must first gain
insight into the experience they provide.
They must identify the site issues
that are most impactful to their bottom lines and remedy them quickly to minimise the number of
customers affected by the problems.
Mobile payments can be so much more than just paying for your coffee and paper on the way into work.
As we’ve seen with mobile sites such as M&S, some consumers are willing to use mobile sites for those big one-off purchases that would have previously seen them buying online or on the High Street.
What do retailers need to do to tempt micro-payment converts to make bigger purchases?
Research by YouGov has found that 91% of British consumers have not heard of NFC technology, while 70% have yet to hear of the ‘mobile wallet’.
Though Juniper Research predicts that $50bn in worldwide sales revenue will be generated by NFC mobile payments by 2014, it’s clear that there is some way to go before British shoppers turn their backs on cash in favour of their mobile.
If you were to ask digital marketers how effective their marketing budget is at delivering results, they’d probably share some great statistics about metrics, return on investment and customer engagement.
The fact is that while few will admit it, not many companies are getting maximum return on investment for their digital marketing efforts.
This month, The Times released their annual International Fast Track 100 list, which calculates the fastest-growing UK companies in term of international sales over the last two years (where we were very pleased to see Lingo24 place at number 81).
But are these top exporting companies holding themselves back by not going multilingual?
With shopping on the high street often a nightmare of crowded stores, overfilled car parks and pricey petrol, the online equivalent is more appealing than ever for UK consumers. But etailers need to be careful as small details like delivery costs are still slowing the progress of uptake.
Back in 2008, a survey conducted by PayPal and comScore indicated that 43% of shoppers abandon their shopping carts because of unexpectedly high delivery charges. Meanwhile, 61% of online shoppers, according to Forrester Research, prefer to shop with retailers that offer free delivery.
Three years on and you can bet these stats will be even higher.