Customer adoption of the mobile internet is growing significantly. Internet Retailer reported that in the spring of 2010 7.3M people per month were accessing mCommerce sites which is a 46% increase over 2009. Forrester is forecasting that 57% of active phones will be 3G or 4G capable and able to access mCommerce sites by the end of 2010.
These consumers expectations of mCommerce and applications will continue to rise, and retailers and brand manufacturers will be expected to keep up.
Customer service can be a more immediate and very mobile as people are no longer chained to their desk to receive attention. Customers can engage you while in your store, competitors store, or in the area of one of your dealers or storefronts.
Always include your contact information.
Optimize FAQ and help for mobile along with self service and other cool applications that can drive traffic and sales.
Ensure users have an integrated multi channel experience with a single repository of all customer information accessible from mobile or web site.
Implement mobile chat, SMS, and click to chat.
Implementing customer service via mobile will become a requirement and will give early adopters huge advantages for their brand and high touch with their customers building loyalty.
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A mobile site should include the same catalog as your primary ecommerce site. However, the user experience needs to be optimized for mobile. Your content must also be optimized for the mobile experience taking into account UI, art, photography, features, and any merchandising typically done on your primary site.
Steve Madden sought out a 3rd party to help them with their strategy and implementation due to the complexities listed above, technology implementation, and best practice, since mobile is still in the bleeding edge technology cycle quickly moving towards leading edge.
Incorporating social media with mobile is a must to take advantage of your community and the immense promotion opportunities that can be realized on a mobile platform. This will also extend and enhance your brand presence with current and new customers.
They spent 1 month on mobile wire frames and branding exercises to ensure the mobile site was architected and laid out specifically to meet the expectations of their shoppers.
If you decide that you don’t want to have a shopping cart in phase 1 of your mobile strategy, you can always use a sophisticated dealer locator to drive sales to your stores or dealer partners.
The growth of Mobile is going to be exponential with technology advancements, shoppers adoption, and the continued growth of mobile hand held and tablet market place.
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