How To Improve The Mobile Phone Shopping Experience
As an ever increasing number of people turn to mobile ecommerce it is essential that businesses enhance their customer's smartphone shopping experience.
With the mobile shopping market expected to represent over ten per cent of the worldwide ecommerce turnover and reach up to £100 billion by 2015, there has never been a better time for businesses to improve their mobile website.
Mobile ecommerce is still in its relative infancy and this has resulted in many people experiencing problems when attempting to buy goods or services through their smartphone.
Modern-day customers are less tolerant of technical glitches and are almost certain to look elsewhere if an organisation's mobile shopping experience does not match their expectations.
If a business is keen to take advantage of this growing market, then it is vital that they develop a strategy that encompasses all aspects of the typical shopping experience with a firm focus on customer service.
A positive customer experience can only be delivered once a business identifies when and where a process is being ineffective and therefore results in dissatisfaction for the consumer.
Adopting a systems thinking approach to mobile ecommerce is crucial as this will allow a business to view the process from the customers perspective in order to eliminate any inefficiencies.
Performance improvement consulting professionals can help an organisation understand the intricacies of systems thinking theory and should therefore be employed by any business looking to improve customer service.
It is always vital to ensure that customer experience comes first and this can be done by developing an easy-to-navigate interface which encourages people to make a purchase with the minimum of fuss.
Businesses must recognise that customers are unlikely to try and purchase from them in person or via a computer if they struggle with an organisation's mobile ecommerce channel as there is little differentiation in a multi-platform world.
A business' customer service department must be fully trained about potential problems relating to mobile transactions as consumers that struggle with a purchase are likely to call this division.
Customer satisfaction will be greatly increased if their problems are dealt with and solved in an efficient, friendly fashion once they interact with a business for the first time.
It seems clear that smartphone technology is here to stay and will only develop and improve over time so organisations must launch mobile platforms as soon as possible in order to stay ahead of their competitors.
About the Author
Himsworth Consultancy is a leading Management Consultancy firm of senior business and consultancy professionals that specialise in delivering world-class customer service improvements, Visit http://www.himsworthconsultancy.com/ to discover more.
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