New Study: Mobile Technology Enhances Customer Experience

New Study: Mobile Technology Enhances Customer Experience:

According to a recent study by Motorola Solutions, 67% of shoppers agree that mobile and in-store technology enhances their shopping experience. Mobile websites, self-checkout payment lanes, self-service price checkers, and easy-to-access product information, available through QR codes or mobile sites are the most helpful technologies to consumers.

Here are some of the most interesting findings from the study:

• 61% percent of shoppers believe that they were better connected to consumer information, including coupons, competitive pricing and product availability than store associates.

• The vast majority of shoppers reported that self-help technologies improved their shopping experience: 83% cited using a price checker while self-checkout payment lanes (65%) and information kiosks (59%) also were mentioned frequently.

• Almost four in ten shoppers would be likely to use a retailer’s wireless internet access to search for product information and post to the web while shopping.

• More than four in ten shoppers would likely use a store application on their smartphones that creates a map from a shopping list to guide them through the store on the most efficient route to complete their shopping.

• One-third of store visits ended with an average of $125 unspent due to missed opportunities to purchase driven by inefficient payment approaches, deal-habituated behavior, out-of-stocks and limited store associate assistance.

• 68% of lost sales could have been recaptured if a retail associate was able to order the item and have it delivered to the shopper’s home

• 43% of surveyed shoppers reported that the mobile point of sale (mPOS) improved their shopping experience.

Looks like mobile technology benefits both consumers and retailers! Consumers are able to quickly find the information they want without having to wait for a salesperson (which could mean more sales) and when salespeople are providing assistance, they’ll be able to provide faster, more accurate help by utilizing the latest mobile and in-store technologies. Everybody wins!

(Source)