71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.
59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. 84% of these consumers said they are somewhat, very, or extremely likely to respond to these types of offers.
23% of shoppers using a mobile phone in–store use a social network. More than half of them use the social network for product or brand discovery or for peer feedback on purchases, rather than for socializing.
(Source: Millward Brown Digital)
For more thoughts on mobile customer service, read the latest issue of The Edge of Service, Issue 15: Getting Mobile Customer Service Right.