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What Consumers Really Say About Retailers' Mobile Web Experience

Posted on 12.28.2014

As "mobile" becomes a larger part of retailers digital initiatives, it's vital they understand what consumers are looking for in their mobile sites.

Mobiquity, a provider of mobile engagement solutions, has recently released the results of a consumer study on the state of mobile commerce (m-commerce) which reveals consumers believe m-commerce, regardless of its potential, still has a long way to go.

One of the most interesting findings was that when asked what feature they wish retailers would offer on their mobile site 44 percent of consumers responded with the ability to redeem and earn loyalty points directly on their phone. Another interesting finding from the study was that the most important facet of an m-commerce site according to consumers is speed. Unfortunately for retailers, 33 percent of those that participated claim that retailers’ mobile sites take too long to load.

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Other findings from the study include consumers’ attitudes towards mobile payments and retailers’ cross-channel experience.

"These findings should come as a wake-up call to retailers," said Scott Snyder, president and chief strategy officer of Mobiquity. "Consumers clearly want to have positive experiences and relationships with their favorite brands. Now, retailers just have to rise to the challenge of providing those experiences. The good news is that it's possible, especially when working with the right partners."

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