Monday, August 31, 2015

eCommerce Must Put Mobile First

In my mind there's no doubt that the main device to design a company experience for (both now and in the near future) is the smartphone.... especially as far is eCommerce is concerned. This is what Forrester calls "The Mobile Mind Shift" - the customer need to browse, buy and engage with a retailer vie their device of choice. And these days this is typically their mobile phone.

Consumers are increasingly demanding online experiences that work on any device at any time.  But with smartphone decision making and purchasing on the increase... the mobile web must now be the primary concern of any retailer. 

It's my observations that:
  • Regardless of where the customer is (at home, at work, on the go, in a store, etc.) they use their smartphone to shop. Sure, they may still use a tablet or desktop & laptop PC, but the mobile is what they have immediately to-hand... literally.
  • The customer is often either cautious about downloading retailer apps or doesn't update them often when they have them. This is different for essential apps they my use day-to-day (e.g. Social Media platforms) which preoccupy their mobile time.
So where does this leave a retailer that doesn't deliver a site that works correctly on the small screen?

Lagging behind.
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