Trends Report

Online Retailers: Focus On Serving Your Customers In Their Mobile Moments

You Have Many Opportunities To Drive Sales And Customer Loyalty

July 17th, 2015
Zhi-Ying Barry, Senior Analyst
Zhi-Ying Barry Senior Analyst
Tim Sheedy, null
Tim Sheedy
With contributors:
Ted Schadler , Frederic Giron , Julie Ask , Zia Daniell Wigder , Bill Nagel

Summary

For the past 20 years, online retailers have been steadily taking market share away from traditional retailers. Initially, they used price arbitrage, but more recently have shifted focus to convenience, customer service, product range, and product information. However, over the past few years, customers have moved beyond the Web. Many of them have made the mobile mind shift and expect companies to serve them on their mobile devices in their time of need. Many online retailers have yet to invest deeply in mobile; some traditional retailers have even stolen a lead, beginning to serve customers in their mobile moments. This report helps eBusiness and channel strategy executives at online retailers understand what the mobile moments of their customers look like and create a road map to sell to and serve customers in their context and time of need.

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