Tag: m-commerce trends

New B2X research reveals considerable insight regarding the behaviors of smartphone based consumers.

The mobile commerce landscape is becoming increasingly prevalent in American society and recent data from B2X and Motorola has now been released to help to show companies how they might be able to increase a customer’s inclination to shop with them.

When all was said and done, the primary point that this study underscored was that customer service is vital.

The survey showed that American mobile commerce shoppers prioritize customer care and service and are more likely to shop with the companies that provide for them in this way. It is not just a matter of pre-sale service that matters. In fact, post-sales service and customer support were deemed the most critical in the minds of mobile shoppers.

This helps to put an important spotlight on a vital component of mobile commerce and the experience as a whole.

Consumers who were considering an m-commerce purchase found that those two elements were the ones that had the most sway over their final decisions. According to Raul Sfat of B2X, “This survey further proves our belief that customer care should be the top priority for all device manufacturers, insurance providers and wireless carriers in the mobile industry.” He went on to say that “Therefore, we believe that enabling our clients to provide the most efficient, unprecedented customer care allows them to attract and maintain loyal consumers.”

Additional data collected within the report showed that:

• 86 percent of Americans said that the main use that they have for their smartphones is texting.
• 70 percent of Americans believe that if their device should need repairs, they should be completed within the same day.
• 30 percent of Americans do not know where to go about obtaining mobile device problem assistance.
• 25 percent said that they experience problems with their devices one time every year.

This knowledge could make a considerable difference to device manufacturers and retailers who are hoping to maximize the potential of their mobile commerce and to give consumers every reason to shop with them and to purchase their products.

Smartphone and tablet based shopping in the American market are rapidly taking off.

According to the latest statistics that have been released by Forrester Research, the sales generated over the m-commerce channel is expected to reach a total of $114 billion by the close of this year.

This will be greatly driven by the rapid rise of tablet ownership among American consumers.

The forecasts made by Forrester Research have predicted that consumers that shop over m-commerce will boost their purchases by $38 billion this year, with an additional $76 billion coming from tablet commerce – to reach the anticipated total of $114 billion. This is a notable rise over what had been predicted last year, when Forrester had believed that sales over smartphones would reach $24 billion and those over tablets would break the $48 billion mark.

It is believed that m-commerce is increasing at this rate due to the fast adoption of the devices.

The analyst from Forrester behind the report, Sucharita Mulpuru, has said that as consumers adopt smartphones and tablets more rapidly, they are also shopping over those devices at a greater rate. The comfort level that Americans have shown with respect to using their gadgets for shopping purposes is steadily on the grow. Moreover, merchants are working ever harder to improve the experience that they have to offer over this channel.

Equally, Mulpuru also pointed out that it remains only a minority of consumers who have these devices that actually use them for making purchases. She stated in the report that “In fact, we estimate that only 38% of smartphone owners and 31% of tablet owners will purchase on those devices in 2014.”

The report also added that they anticipate a growth of 55 percent in m-commerce, and a rise of 61 percent for shopping over tablets by the year 2018. By that year, Mulpur u has estimated that the sales over all mobile devices will have crossed the $293 billion mark. Comparatively, she stated that the total American ecommerce sales will have risen from having been $294 billion, this year to reach $414 billion by the end of the year 2018.