The latest report from the firm has shown that while shopping over smartphones and tablets, expectations are higher.
The “UPS Pulse of the Online Shopper Study: A Customer Experience Study” results have just been released by comScore and have revealed a number of online and mobile commerce insights that may be helpful to retailers and other organizations hoping to sell and market over the internet.
Among the central insights included elements of the overall experience that help to drive brand preference.
The mobile commerce study also examined word of mouth recommendations and customer loyalty drivers. What it determined, was that people who shop online are becoming increasingly demanding. Their expectations from retailers are higher than they have ever been.
There are a number of specific things that mobile commerce shoppers want from their experiences.
Among them is that mobile commerce shoppers want to be able to obtain a great deal more information right from the very beginning of their online shopping experience, as well as additional options throughout the checkout and delivery processes, and more channels in which to interact with their preferred brands and retailers.
The comScore report also pointed out that mobile commerce using consumers also want a seamless process for returns, as well as free shipping on their orders, and mobile and social access. The study showed that consumers identified those issues as among the most important to meeting their expectations and their needs.
According to the UPS Canada vice president of customer solutions, Nicolas Dorget, “This study highlights the critical three Cs of today’s retail online customer experience – channels, choices and convenience.” He went on to say that “Retailers can win shoppers over by providing a consistent and positive omnichannel experience. From mobile apps to social media platforms, today’s consumers value – and even expect – services to work together across the entire shopping continuum from pre-purchase to post-purchase.”
Retailers and brands can use the insight from this mobile commerce report to be able to fine tune their marketing and their shopping experiences in order to ensure that they appeal to their customers and stand out from what the competition has to offer.
Sony and Nintendo show concern over mobile games
The growing popularity of mobile games has been a good trend for developers around the world, many of whom had struggled for years to turn their passion into a lucrative career. While these games have become one of the most promising sectors of the global game industry, the popularity of mobile games may be causing some problems for two of the industry’s titans. Both Sony and Nintendo are beginning to show concern that games for iOS and Android devices are becoming more successful than those for handheld devices, such as the Playstation Vita and Nintento 3DS.
Mobile games are making four times the revenue as games for handheld devices
A recent report from research firms IDC and App Annie shows that games for iOS and Android platforms make four times the revenue when compared to games for Sony and Nintendo handheld devices. The vast majority of these mobile games encourage consumers to spend money by offering additional content, some of which can only be unlocked through the use of digital currencies, which can be bought at any time. Typically, games for Sony and Nintendo devices do not focus on micro-transactions and in-game purchases, which may be a missed opportunity considering the lucrative nature of mobile gaming.
UK consumers show a strong love for mobile gaming
A similar study from research firm comScore shows that more than 20 million consumers in the United Kingdom alone play mobile games every month. It is estimated that British consumers have spent an average of $400 million on mobile gaming this year alone. Many people are beginning to favor their smartphones and tablets for gaming, abandoning other handheld gaming devices that had once held their attention. This could be a problematic issue for both Sony and Nintendo, as both companies have a strong focus on promoting their handheld devices.
Publishers are flocking to the mobile sector
A growing number of influential publishers are beginning to take the mobile space more seriously. Companies like Electronic Arts and Activision are looking to take advantage of the growing popularity of mobile games, publishing a wide variety of titles that are exclusive to smartphones and tablets. Both Sony and Nintendo have expressed interest in the mobile sector, but the companies may soon be forced to embrace mobile gaming lest they be left behind by the changing interests of consumers.
