This isn’t just about retailers having a mobile optimised web site. Retailers need to think about the wider customer experience. Questions to consider include:
Do they provide free Wi-Fi in-store to make it easier to engage with customers on mobile devices?
Do they know the type of information in-store customers tend to look for on their mobile devices – and is it quickly available on their sites?
Are online assistants armed with up to date information?
Can customers scan barcodes for more information?
Do you provide money off coupons via mobile?
Is it easy for customers to see view social media conversations about specific products?