The rise of mobile devices has completely changed the nature of how people shop and interact with brands online. With nearly 50 percent of mobile phone users now relying on their mobile phone as their primary Internet source, it’s critical for retail businesses to be smartphone and tablet-friendly, and many businesses have risen to the task. Industry data shows that sales on mobile devices have skyrocketed at astounding rates — the New York Times reported in 2013 that mobile sales increased 81 percent in just one year.
It is more important than ever that businesses maintain a mobile-friendly website. iMarketing Factory points out that “If {businesses} can capture a customer on their mobile, then {they} can have them on all other platforms as well.”
Let’s look at a few ways that mobile devices have changed
the ways people shop and interact with businesses.
Tablets are becoming more prevalent within retail stores.
Sales associates armed with tablets now have the ability to complete retail
transactions anywhere within the store (not just at the cash register), or to
ship an out-of-stock item to a customer with a few clicks. Thanks to companies
like Samsung spearheading the sync
device movement, the tablet can sync with the company’s server and POS to
better assist customers on the spot, instead of waiting for access to a desktop
behind the counter.
(Photo via bazaar voice.)
One of the ways that a shopper may use their mobile phone to
interact with a business is to look up and contact brick-and-mortar locations.
GPS makes it possible for a potential customer to find a store location nearby (based
on their coordinates) and pop in to do some shopping. Without a mobile-friendly
site that offers address and contact information, businesses can lose out on
sales.
The mark of a truly elite brand or business is that they
have developed their own app for smartphone and tablets. This is one of the
simplest ways for consumers to purchase products and services. Apps are also a
good channel of communication between consumer and company.
Abinash Tripathy, the cofounder of mobile customer service
help desk HelpShift, told
VentureBeat that a great mobile app with active customer support reduces
customer churn, increases customer lifetime vale and increases sales. “The
world’s most popular brands are successful because they have more than just
customers; they have loyal fans and brand ambassadors. A delightful customer
experience fosters brand advocacy and word-of-mouth marketing,” Tripathy said.
Social media is an excellent way for businesses and brands
to engage with current and potential customers on their mobile devices. Many
brands are active on social media to alert customers to promotions, offer
discounts and share other relevant news and updates. You’ve probably searched
for your favorite business on your preferred social network, whether it be Facebook,
Twitter or Instagram, and most likely using your mobile device. The smartest
brands maintain their social media feeds diligently, in real time.
Social media also allows consumers to share their
satisfaction and/or air their grievances publically and directly with the
company. A customer who has had a positive or negative experience with a
business can use their mobile phone or tablet to Tweet at the company, or post
a Yelp review, and this information becomes visible to the public immediately.
This has increased business’s accountability to the public. Brands must have
resources in place to respond to this feedback appropriately, either to put out
a customer service fire or to reward loyalty.
Mobile devices have the ability to scan 2D bar codes of an
item, which can bring up additional information about a product (including
helpful user reviews) and even discounts on the spot. This is great for grocery
shoppers who want to check nutritional information while grocery shopping or
user reviews on the latest gadgets.
Technology today can now also be part of shopping, because some company also using internet to promote they sell through online, so that anyone can view whether you are in home of anywhere using your phone or computer, it is easy to do shopping online because you can choose whatever you want you can pay in just 1 and they can do deliver door to door so that is why technology is really important to our development. Thanks for this post.
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