Five Keys to Positive Phone Shopping

An interesting article came across my desk recently which talks to the fact that shopping for a new cellphone or smartphone can be a stressful experience for many buyers. The choice of devices available coupled with choosing the right plan can have consumers walking out of the store rather than into it.

iQmetrix has come up with a list of five keys elements that will help your customers have a more positive experience while in your store:

• Easy activation: The mobile phone activation process can be complicated, so any efforts to simplify the experience, through patient explanation and advice, will go a long way in increasing customer satisfaction.
• Fast checkout: Expediting the checkout process is essential to delivering a good phone shopping experience. Retailers must make efforts to avoid long checkout lines – customers don’t want to wait.
• Vast phone selection: Confusion is the enemy. It is important to not only offer a variety of devices, but also to present them in an understandable way. Store design and merchandising should clearly identify brands, categories, rate plans, etc. Retailers should meet customers’ expectations of product choice and quality, while avoiding out of stocks.
• Affordable prices: Customers want to easily compare costs of different phones, plans and accessories to identify a price that works for them. Once again, pricing should be straightforward, not confusing.
• Good customer service: Sales associates must demonstrate strong product knowledge while also being polite, genuine and helpful. Good listening skills are essential. Responsiveness is extremely important, as customers do not want to wait around for a salesperson to help them. 

An Online Christmas

A few posts ago, I had noted that there was an influx of consumers starting to use the Smartphones to scout out the latest deals and offers that would make their Christmas shopping efficient, easy and epic.

Well, it turns out that online shopping for the Christmas season has so far reached $22 billion...and there is still a week to go until the big day. I guess that means there are more than just a few people utilizing Smartphones for deals and learning to shop online. It also explains why many of the wireless dealers have experienced a slight slow down in past weeks - an odd situation considering that this time last year, stores were packed to the hilt and sales reps didn't know which way to turn next to service their next customer!

There have been numerous incentives to shoppers looking to buy online, such as free shipping, which is most likely to be a winner for those looking to save a little something in the process. Even the promise of expedited shipping at no cost, ensures that these customers not only are saving money, but are going to be able to get their gifts to their loved ones right on time.

Online shopping is becoming more popular with the presence of services such as Groupon, and GoLoDeal, but don't forget your wireless dealers! 

I doubt there are many dealers that don't have their own website set up - these allow customers to review devices, check plan details, special offers, and even order through secure sites - you even have the choice of picking up your order, or having it shipped. Whatever is most convenient for you.

Did you know?

• About 66% of smartphone users will use their phones to assist in holiday shopping
• Over 50% will use them to compare prices
• 40% will look up product reviews.

And once those Smartphone users have completed all of the above....some interesting facts about online shopping this 2010 Christmas:

• 85% of online retailers will offer free shipping at some point during the holiday season.
• 37% of retailers surveyed said their budget for free shipping is higher than last year.
• 32% of holiday shoppers plan to spend more online this holiday season, specifically because of free shipping.
• Extreme procrastinators will have until Dec. 21 when 57% of online retailers’ express two-day delivery offers expire.
• 60% of online retailers will offer overnight shipping options for guaranteed Christmas delivery through Dec. 23.

As always, the greatest of thanks to iQMetrix News & Views for their informative newsletter, information and updates. Good luck with your shopping, whether online or in-store this season!

Christmas Is Coming - How Will You Be Using Your Apps?

The wireless industry has changed significantly over the years when it comes to the devices that are available, and the plans that customers can choose from. But the biggest change is how knowledgeable and informed those customers are.


The fact that customers are up to date with the devices they are looking for as well as what is coming to market, is going to be a notable element to the upcoming Christmas season. A study conducted in the US by Mobile Marketing Association found that 59% of mobile consumers plan to use their smartphone and its applicable applications to shop and plan this season, and 64% plan to research deals and offers on devices before they head to stores (Eric Zimmerman).


In addition to scoping out the latest deals and information, the emergence of more Smartphone users this year, will mean that these consumers are utilitzing their devices to assist with the busy shopping weeks ahead. With applications available to help them find their cars, stores within their favourite malls, and barcode scanners to assist with comparison shopping, there is everything people need to get their shopping done effectively and efficiently.


Somewhat ironic, is the fact that retailers have been slow to adopt the shopping applications, such as mobile coupons or store websites that are not designed to work on mobile devices. In order to keep up with their tech-savvy customers, Softwareadvice.com has suggested five applications that retailers should look to work with:


Geolocation Applications:

• Foursquare currently leads the way, with the ability to log in to various locations in order to obtain points, badges and mayorships
• With the ability to link these applications to other social media sites such as Twitter and Facebook, consumers then have the ability to show their friends where they are shopping

ShopAlerts:

• This is another geolocation app that alerts customers as they walk past or near an eligible business location
• Messages about these locations can include promotions, sales, coupons etc.

Barcode Scanning:

• According to ScanLife, barcode scanning is up 700% in 2010
• Applications include ShopSavvy, Checkpoints, ShopKick, and RedLaser (who currently holds the leadership spot for this type of mobile application)

Group Buying:

• Groupon is looking to be the fastest growing company of the year, and is expected to rake in $500 million in sales in 2010 - not bad for a 17 month old company!
• Groupon presents a special deal per day in a consumers shopping city, and requires a certain number of customers to purchase the deal in order for it to become effective - this encourages those interested in the deal to promote it to their friends, families and social networks

Milo:

• This is a specific application that allows retailers to "track every product on every shelf in store in real time."
• This means that the website will show users where a particular product is carried in stock, how much it is in store, and how much it is online - a true comparison tool.
• This raises the bar for traditional competition between brick-and-mortar stores and e-commerce retailers

So with the presence of such useful applications in the market, and with Smartphone users growing daily, how will you be using your mobile device this Christmas season?