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SXSW Interactive 2016

No One Wants Your App But Retailers Can Win Mobile

Consumers aren’t rushing out to download retailers’ apps. Yet, retailers still need to master mobile. To do so, they are taking lessons from tech companies and innovating to win. Some are gaining mobile audiences through tech acquisitions, others are tapping into the Internet of Things to gain consumer intelligence and provide personalized content. Still others are adding online marketplaces to create ecosystems of reach, or offering live chat on mobile devices. One thing is clear: innovation and technologies are driving the most successful retailers, many of whom are creating new, differentiated experiences for the mobile customer.

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Takeaways

  1. Why are most retailers’ mobile apps either not being downloaded, or for those that are, not being used frequently?
  2. What is the cost to retailers, in terms of customers, when those customers have a bad experience with their mobile applications or mobile sites?
  3. What kind of mobile experiences engage customers consistently, and how is that impacting customer loyalty and spend?

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Michelle Skupin, PR, RetailMeNot

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