Online Customer Experience Still Easier to Understand Than Mobile, Say E-Commerce Execs

It’s easier to understand the online customer’s experience than the mobile customer’s, say e-commerce executives responding to a survey from Econsultancy and IBM Tealeaf [download page]. 44% of respondents rated their company’s understanding of the online customer experience as either excellent (7%) or good (37%), while only 30% could say the same about their understanding of the mobile customer experience. Indeed, respondents were as likely to rate their understanding of the mobile customer experience as poor (24%) or very poor (5%) as they were to rate it good or excellent. (more…)