Retail TouchPoints – While 67% of shoppers say they are likely to choose a retailer that offers mobile coupons over one that doesn’t offer them, only 40% of retailers indicate that offering coupons or discounts is a key feature of their mobile offering, according to BRP, retail consulting firm.
In the BRP special report, titled: The Mobilization of Retail, the features retailers highlight most often include:
- Item availability/visibility (53%);
- Product information (51%);
- Customer service (47%); and
- Loyalty/rewards (33%).
Up to 41% of retailers say refining the mobile shopping experience is a top priority for ensuring they meet customers’ expectations, and there’s still plenty of room to make the mobile shopping experience better. For example, 53% of retailers have implemented suggestive selling/product recommendations but say the feature needs improvement. only 9% have implemented them and say they’re working well.