SOURCE: Maxymiser


August 28, 2013 09:00 ET

Maxymiser Study Reveals Customer Experience Is Critical for Mobile Engagement

39 Percent of American Consumers Will Leave/Visit Competitor's Mobile Site, and Never Return, Due to Poor Experience

NEW YORK, NY--(Marketwired - Aug 28, 2013) - Maxymiser (, the global leader in online testing, personalization and cross-channel optimization, today announced the release of its "Mobilizing the Retail Shopping Experience" Research Study. The report takes a closer look at the role mobile devices play in the retail shopping experience. The full study and findings are available to download today from Maxymiser's website.

In addition, the study sheds light on both the value and rewards retailers can reap by delivering a personalized, relevant and intuitive customer experience on mobile devices.
The major findings include:

American consumers are even more demanding and impatient on mobile devices. The Maxymiser study found that 65 percent of respondents most value an easy-to-use experience and the fast loading of pages and images when visiting a retailer's mobile site.

A poor customer experience on mobile devices can be detrimental to a retailer's bottom line. 39 percent of respondents stated they would leave and visit a competitor's mobile site, and never return, as a result of a "poor" user experience. On top of that, 23 percent would return less often following a poor experience.

Mobile devices complement in-store retail shopping. There is no longer a clear delineation between in-store and mobile retail shopping, as mobile savvy consumers multi-task throughout the day. According to the Maxymiser study, 58 percent of respondents use their smartphone or tablet on the way to a retail store or while shopping in-store.

"If there's one thing we know, it's the importance and value of testing and personalizing the customer experience across all devices," said Paul Dunay, global vice president of marketing, Maxymiser. "This research points to a clear shift in consumers' mobile behavior as well as an urgency among retailers to move mobile optimization to the top of their digital marketing priorities in 2013. Every moment they delay can result in a huge windfall not only in customer engagement and loyalty, but also in revenue."

The "Mobilizing the Retail Shopping Experience" Research Study provides retailers with a snapshot of the changing needs, behavior and preferences of mobile savvy American consumers. The study analyzed a random sample of 1,000 respondents in the United States. Each respondent defined themselves as being 18 years or older, owning at least one smartphone and tablet, as well as having an interest in retail shopping.

About Maxymiser
Maxymiser empowers brands to transform every digital interaction into seamless, relevant and engaging customer experiences with its cloud-based testing, personalization and cross-channel optimization solutions. Known for serving billions of individual experiences across every device, Maxymiser leverages customer data to dramatically boost engagement and revenue, while also driving long-term business value. Combined with a team of vertically focused digital experts, Maxymiser's Customer Experience Optimization suite quickly delivers measureable results to every client through A/B and multivariate testing, segmentation, behavioral targeting and product recommendations for the web, mobile, social and email.

Maxymiser works with some of the world's most iconic brands, including Progressive, Office Depot, Alaska Airlines, Harry & David, LIDS, Sovereign Bank, Teleflora and Wyndham Hotel Group. Founded in 2006, Maxymiser is headquartered in New York with offices in Chicago, Edinburgh, Dnipropetrovsk, Dusseldorf, London, Munich and San Francisco. To learn more about Maxymiser, please visit and connect with us on Facebook, Twitter and LinkedIn.

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