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December 20, 2011

Latest mobile technology translates into better customer experience, says Motorola Study

According to the Motorola Solutions annual Holiday Shopping Survey which questioned retailers and customers

By CBR Staff Writer

The Motorola Solutions annual Holiday Shopping Survey indicates that three in four (75%) retail associates and managers questioned feel they provide a better in-store customer experience when equipped with the latest mobile technologies.

Shoppers too echoed a similar sentiment as more than two-thirds (67%) of surveyed shoppers reported enhanced satisfaction with retailers where in-store associates utilised the latest technologies to assist in the shopping experience.

The rising availability of shopping-assisted options across all shopping channels has raised customer service expectations for shoppers and retail associates, the report adds.

Online purchases swelled by more than 18% compared to 2010 and 63& of surveyed shoppers with smartphones downloaded some type of shopping application.

Motorola Solutions Customer Solutions Lead Michelle Crissey said Retailers continue to deploy technology to improve the shopping experience but need to pay closer attention to the growing expectations of the omni-channel shopper. "Rather than just give them technology and call it a positive experience, customers prefer that retailers use the technology in a meaningful way to actually give them a better experience, both in-store and for fulfillment of online and mobile orders," added Crissey.

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