Retailers Shift Resources to Mobile, Payments in 2013
Retailers aim to enhance the customer experience and boost Web conversion and loyalty across all available devices this year, according to the 2013 Shop.org/Forrester Research State of Retailing survey. Fifty-one percent of polled retailers listed site optimization, including checkout optimization, alternative payments, user experience, testing, and product detail page augmentations as their top priority in 2013. Meanwhile, 43 percent of respondents cited tablets and mobile as being among their three leading priorities for the new year, with plans to invest in new or improved mobile apps and mobile-optimized sites, analytics, and traffic and conversion expansion. “Retailers have responded to rapidly evolving customer use of mobile devices, dedicating much of the past 12 to 18 months to developing and testing rich mobile offerings for both customers and store associates,” says Shop.org executive director Vicki Cantrell. Forrester analyst Sucharita Mulpuru notes that “[it is] promising to see that even though there is market pressure to invest in everything from mobile and free shipping to international growth, retailers have improved key metrics while keeping customer service and fulfillment costs in check.”
From “Retailers Shift Resources to Mobile, Payments in 2013”
Mobile Payments Today (01/14/13)