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Merry Mobility: 5 Key Considerations for Customers’ Seamless Experience

8 Dec 2015 by William Freed

We all know that the holiday shopping season kicks off with Black Friday and Cyber Monday, and this year has been very interesting for those of us keeping an eye on the intersection of tech and retailing.

Initial reports are that online sales were up and purchases from smartphones surged. And given mobile’s status as the “first screen,” it isn’t surprising mobile purchasing took a huge leap forward — some 27.6% of Cyber Monday sales, according to IBM — with greater transaction numbers, and more money spent per transaction when coming from a mobile device.

Here at Insight, we’re cheekily referring to this exciting holiday trend as “Merry Mobility,” and the 2015 holiday retailing season really sets the stage for what’s next. Given this new environment, there are meaningful implications for brands and retailers, along with a call to action — to refine strategy, and to tune up systems and processes as the market moves toward a more seamless blend of mobility and commerce.

Recent history backs up the “Merry Mobility” trend, according to John Pelak, senior practice director, devices and mobility at BlueMetal, an Insight company. “Over the past few years, we've been witnessing the surge of mobile technology uptake within our clients across a wide range of industries first-hand,” he comments. “What’s more, there's no sign of this slowing, as consumers now expect premium mobile experiences available anytime, anywhere, on any device.”

When it comes to this kind of “Merry Mobility,” here are the key technology factors Insight suggests brand and retail execs should pay attention to:

  1. Mobile strategy — Reconciling business goals with technology in order to plan and prioritize investment, and develop an actionable mobile strategy that encompasses internal and customer-facing applications
  2. Architecture — Defining a technical infrastructure to support the mobility technologies and scenarios that support the business
  3. Prototyping and application development — Testing and proof of concept on mobile platforms, and then building out a scalable software infrastructure
  4. Enablement — Putting into place the training and support materials and processes that allow your customers, employees and partners to make the most of mobility
  5. Sustainability — Harnessing resources to create a long-lasting organizational development and IT infrastructure that supports mobility and the overall business

This year, Merry Mobility is the trend that’s hard to ignore — but in the next year, it will be mainstream — and retailers who ignore mobility are handicapping themselves in today’s hyper-competitive marketplace.

That’s why we think the time is now to create compelling user experiences that empower your customers and workforce to embrace mobility across all devices and platforms.

And embracing mobility can drive revenue and profitability, comments Travis Nielsen, BlueMetal’s managing architect. “We’ve seen clients who invest in mobile commerce solutions to achieve revenue goals well ahead of plan, by implementing scenarios like online buying, combined with in-store merchandise pickup. When done correctly, these buying scenarios deliver both convenience and brand engagement. And data strongly suggests that a compelling mobile commerce experience leads customers to make more frequent purchases and spend more.”

Here at Insight, we’re ready to help your organization achieve “Merry Mobility” year-round — to drive business results. And we have the equipment and expertise to help make it happen. Talk to a specialist to learn more.