Monday, January 26, 2015

Understanding the mobile customer journey

Our latest study, The Retailer’s Imperative: Strategic Approaches to Customer Experience conducted in partnership with SDL reveals how retailers are mastering customer experience across channels. Here’s a sneak peek at the findings…
We asked our respondents: how well does your organisation understand the customer journey for the following audiences? (this chart shows responses for ’strong understanding’).
The results of previous investment in understanding the mobile customer journey are evident as more than half are now satisfied with their knowledge of their customers’ mobile journeys. 
Various technical issues have hampered tracking and measurement efforts, and mobile has the lowest proportion of respondents saying they have a ‘strong understanding’ but the tide has turned, with more than 50% responding positively.

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