The Mobile Customer Experience and Data Analytics
The mobile customer experience is one of instant information. Modern consumers have grown accustomed to having a wealth of knowledge at their fingertips at any given moment. Driven by the rise of the smartphone, more customers are engaging with businesses over mobile than ever before. A reported 74% of consumers are interacting with businesses via their mobile device with 48% using it to make purchases. This shift in interaction creates a whole new channel of data that companies can use to their advantage. Big data analytics with artificial intelligence and machine learning can help to unify these new data silos, can provide contextual analysis, and help customer experience teams better execute data driven decisions.
Since the debut of the iPhone in 2007, smartphone usage has steadily increased. According to Statista, by 2010, more than 62.9 million people had a smartphone with that number climbing to 222.9 million in 2017. This growth has fundamentally changed how customers interact with businesses and shifted their expectations of customer experience. Many consumers are shopping exclusively on their mobile device and using it extensively for web searches. For businesses, an increase in mobile traffic can present challenges to seamless customer experience, but can also open up new paths to increase knowledge about customers if the data is collected and analyzed efficiently.
Using data analytics tools that feature AI and unsupervised machine learning, can provide near real time customer feedback in minutes, not days. CX teams can then leverage that information to ensure the best possible customer experience. This information can inform the customer journey and create a better understanding of customer expectations in order to provide a complete experience through online, mobile, and physical retail.
A better customer experience means better customer engagement, improved customer retention, and ultimately, an higher profit margin. Big data analytics, like those here at Stratifyd, can unify data across multiple channels for your CX team to improve the overall journey and exceed the expectations of today’s demanding consumer.