Understanding Customer Behavior On Mobile Devices

Understanding Customer Behavior On Mobile Devices A slideshare by Tealeaf, an IBM Company

© 2012 IBM Corporation 2

Introduc:on

$163 billion worldwide

By 2015, mobile online shopping will reach


The mobile internet trend seems set to last.

Introduc:on

56% of people believe that mobile can make the shopping experience more enjoyable


Why should you pay a>en:on to mobile?

$5.6 billion in 2015

5 million

Consumers are buying more mobile devices.

tablets will be sold to people who already own one in 2012

In-app purchases will hit

77% of the planet owns a mobile device

By the end of 2012, more than 500 million smartphones are expected to flood the market


What are the implica:ons of the growth of the mobile channel?

66% of online adults would be less likely to buy from the same company via other purchase channels if they experienced a problem conduc;ng a mobile transac;on.


What are the implica:ons of the growth of the mobile channel?

75% of online adults see no reason why a mobile transaction can’t be completed on the first try


of adults who conducted a mobile transaction in the last year said they had experienced a problem

83%

What are the challenges associated with understanding mobile customer experiences?


Companies are struggling to create a mobile strategy that allows them to keep up with the mobile channel.

What are the challenges associated with understanding mobile customer experiences?


Map the customer journey Op;mize Constantly review

Mobile Top Tips!

1 2 3


ABI Research, Mobile Commerce and Virtual Goods Mobile Online Shopping, SoHware-‐based Proximity Payments (2010) Accenture, reported by Internet Retailer, 2010 Improving the Customer Experience for Mobile Consumers’, a whitepaper by commissioned by Tealeaf, research conducted online by Harris Interac;ve hSp://www.deloiSe.com/view/en_GX/global/insights/b5a983274d1b4310VgnVCM2000001b56f00aRCRD.htm hSp://www.isuppli.com/Media-‐Research/News/Pages/In-‐App-‐Purchases-‐Will-‐Dominate-‐the-‐Smartphone-‐App-‐Business.aspx

Sources


About Tealeaf, an IBM company Tealeaf, an IBM Company, is a leading provider of digital customer experience management and customer behavior analysis solu;ons. Tealeaf solu;ons enable companies to beSer understand the “why” of a customer’s online and mobile interac;ons to enhance the customer experience. The acquisi;on of Tealeaf extends IBM’s exis;ng quan;ta;ve web and digital analy;c capabili;es in Coremetrics and Unica solu;ons with qualita;ve analy;cs capabili;es to record, replay and analyze a customer’s digital interac;ons. Tealeaf was acquired by IBM in June 2012. For more informa;on, please visit www.tealeaf.com.


Understanding Customer Behavior On Mobile Devices

Technology