Retail apps have come of age, and the 2016 holiday season will see consumers putting them to wide use. The question for retail PR: Is yours ready? A new report from mobile customer engagement software firm Apptentive provides insight into how consumers use retail apps, a preview for what retailers can expect during the 2016 holiday shopping season, and recommendations on how to prepare mobile apps to meet consumers’ needs and expectations.
The study, Retail & Mobile Apps: What Works and Why, found that 88% of consumers use retail mobile apps, and over half (54%) of those consumers made purchases in retail apps in the last month. Last year, holiday sales on mobile increased by 59% and amounted to $13 billion. Now that most consumers are comfortable making purchases in apps, holiday sales on mobile are sure to increase again this year. If the trend continues, the holiday season is a huge opportunity for retailers to capture a portion of the potential $20 billion in revenue from mobile shoppers.
“This holiday season will be yet another record-breaker for mobile. Retailers who focus on creating a great customer experience in their mobile app will be in a position to capture a huge portion of the billions up for grabs,” said Robi Ganguly, co-founder and CEO of Apptentive, in a news release. “Working with dozens of leading retailers, we’ve seen that the brands who invest in a seamless mobile customer experience before the holidays pick up a bigger piece of the pie and benefit the entire fiscal year.”
The new report offers retailers looking to optimize their mobile app in preparation for the biggest shopping season of the year insights into which in-app customer experience improvements are most relevant to today’s mobile shoppers. It also includes actionable advice on how to create a seamless customer experience across channels based on consumer preferences and success stories of companies focusing on omnichannel customer experiences in the retail industry.
“Retailers that don’t invest in their mobile customer experience are not only losing potential revenue; they’re damaging their brand, inhibiting customer loyalty, and missing the chance to understand customer behavior on a large scale,” said Ganguly. “Not only are consumers grateful for retailers that create mobile apps designed to make their holiday shopping less stressful, executive teams are able to glean deep insights about their customers through mobile apps. Mobile investment is becoming broadly strategic, powering Voice of the Customer programs, and leading the way on customer experience.”
Source: PRWeb; edited by Richard Carufel