The 3 areas brands should invest in to improve consumer experiences on mobile

The 3 areas brands should invest in to improve consumer experiences on mobile

Digital user experiences are more important than ever. Whether it’s on the web, mobile, or a digital assistant, consumers’ relationships with technology continue to evolve. People are finding faster and more efficient ways to get things done. As a result, brands are no longer competing with other brands in their category. They’re now competing with the best digital experience a user has ever had.

89%

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

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.

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.

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.

Google Data

The probability of bounce increases 32% as page load time goes from 1 second to 3 seconds.

Google/SOASTA Research
86%

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

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.

Google/Greenberg
59%

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

Google/Greenberg
90%

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

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.

Google/Greenberg
59%

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

Google/Greenberg
89%

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

Econsultancy and Google