By Derek Eccleston
80% of smartphone owners use their device while watching television, according to the latest eCustomerServiceIndex results from eDigitalResearch and IMRG. The survey also found that a similar number (81%) of tablet owners use their device in the same way, as do around three quarters (73%) of laptop users.
The results strongly indicate that the majority of ‘second screeners’ use their mobile devices to browse the Internet. Retail websites were amongst the most popular sites to visit and browse, as were social media sites and search engines. As the consumer uptake of mobile devices continues to increase, it is essential that retailers integrate all of their channels, including their marketing messages, and ensure that customers are getting the same experience no matter how they choose to interact with brands.
The survey also found that 41% of smartphone and tablet owners have been directly encouraged to browse for products on the Internet after seeing something on a television programme or advert, with nearly one third (30%) having made a purchase afterward.
It’s become increasingly evident in recent months that integration of channels is growing ever more important for retailer’s success. This latest research shows that it’s not only just browsing and buying channels that should be joined up and coherent to customers, but marketing messages as well. Our eChannel Benchmark this Christmas will measure the performance of retailers who operate a number of customer touchpoints and illustrate to the industry how best to provide customers with a fluent and seamless multichannel experience.
Mobile browsing and buying behaviour has increased dramatically over recent years and shopping from a smartphone and tablet device is now almost as popular as checking social media sites and updates from friends.
Andrew McClelland, Managing Director of IMRG, said, “What these results clearly reveal is that the very idea of single channel engagement is now well and truly consigned to the past. It poses a significant challenge to retailers, as it means that channels need to integrate and align in real time to provide a consistent experience. For example, with such a high percentage saying that TV advertising has prompted them to visit a site, the tablet and smartphone offering would need to reference the advert topic and content very consciously at the time the advert is aired or they will appear very disconnected and the opportunity, not to mention the advertising spend, will have been wasted.”
The eCustomerServiceIndex (eCSI) survey of 2,000 consumers was conducted between the 3rd and 5th July 2012 using a nationally representative sample from a consumer omnibus panel.
Derek Eccleston is Head of Research at eDigitalResearch. eDigitalResearch are insight specialists with an expertise in online and multichannel business. We bring passionate researchers, technical experts and art designers together all under one roof to work with clients and create bespoke insight programmes. eDigitalResearch not only offer unrivalled digital research expertise and insight support, but state-of-the-art technology and innovation that works seamlessly with your systems and data across customer touch points. Our products and services help you to reach your customers no matter how they interact with businesses.
IMRG (Interactive Media in Retail Group) is the UK’s industry association for e-retail. Formed in 1990, IMRG is setting and maintaining pragmatic and robust e-retail standards to enable fast-track industry growth, and facilitates its community of members with practical help, information, tools, guidance and networking. The strength of IMRG is the collective and cooperative power of its members.