89

of people are likely to recommend a brand after a positive brand experience on mobile.

April 2017 Google/Purchased

When people have a negative brand experience on mobile, they are 62% less likely to purchase from that brand in the future than if they have a positive experience.

April 2017 Google/Purchased
92

of marketing leaders say that to truly deliver best-in-class experiences, marketers must be responsible for all customer experiences, including digital and offline.

March 2017 Econsultancy/Google

1. Help me faster

Consumers are shifting their thinking from “Who does it best?” to “Who does it best, now?”
53

of visits are abandoned if a mobile site takes longer than 3 seconds to load.

Mar. 2016 Google

As page load time goes from 1 second to 3 seconds, the probability of bounce increases 32%.

December 2017 Google/SOASTA Research
86

of marketers believe improvements in speed for mobile sites and apps are helping drive increases in their customer satisfaction scores.

March 2017 Econsultancy/Google

2. Know me better

Consumers want to be served relevant experiences—regardless of context, device, or channel.
63

of people expect brands to use their purchase history to provide them with personalized experiences.

March 2017 Google/Greenberg
59

of people expect brands to personalize experiences based on their reported favorite items.

March 2017 Google/Greenberg
90

of organizations that invest in personalized consumer experiences say that it significantly contributes to increasing business profitability.

March 2017 Econsultancy and Google

3. Wow me everywhere

Consumers expect seamless experiences every time they interact with a brand.
62

of people expect brands to deliver a consistent experience, whereas only 42% think most brands do so.

March 2017 Google/Greenberg
59

of people are likely to recommend a brand if it delivers a frictionless experience across channels.

March 2017 Google/Greenberg
89

of marketers say that they are building teams that solve for end-to-end customer experiences across channels and devices.

March 2017 Econsultancy and Google