The Mobile Customer Experience is a Growing Priority for E-Businesses

Survey of E-Business and Customer Experience Professionals Shows Growing Adoption of CEM, New Priorities for Mobile Channel

Jul 28, 2011, 07:00 ET from OpinionLab

SAN FRANCISCO, July 28, 2011 /PRNewswire/ -- Tealeaf®, the leader in online customer experience management (CEM) software, and OpinionLab, the pioneer and leader in voice-of-customer (VOC) listening technologies and mobile feedback solutions, today announced the results of a survey that was conducted at the Forrester Customer Experience Forum, recently held in New York City. The survey of more than 120 conference attendees indicates that 84 percent of e-business and customer experience professionals feel that putting a mobile customer experience strategy in place is just as or more important than customer experience for fixed websites.

"With the unprecedented adoption of mobile devices, it's becoming an increasing priority to optimize the customer experience on that rapidly growing channel," said Geoff Galat, vice president of worldwide marketing at Tealeaf. "Regardless of whether the platform is a mobile device, tablet or computer, online customer experience is still fraught with issues. As is the case with fixed websites, how successful companies are with their mobile channels will depend largely on their customers' ability to complete transactions easily."

According to the survey, 87 percent of participants believe that online customer experience management is more important now than ever before. In fact, 50 percent view their online customer experience management strategy as a top priority. In terms of adoption, half of the survey participants are already actively engaged in this discipline -- implementing, executing or measuring a comprehensive online customer experience strategy. The remaining 50 percent report they are still in the planning and adoption phases.

"The first step toward improving online customer experience is understanding customer behavior and sentiment," said Rand Nickerson, CEO of OpinionLab. "Successful businesses today know both what consumers are doing and why they're doing it; and they know this because they monitor both consumer feedback and consumer activity. It's a powerful combination."

The top objectives companies have for adopting a CEM strategy this year is to increase customer satisfaction (28 percent) and to attract new customers (19 percent). Other priorities include gaining a competitive advantage, increasing sales, retaining customers and gaining insight into customer struggle.  

About Forrester Customer Experience Forum

Nearly 1,400 people attended Forrester's Customer Experience Forum 2011 in New York. New research presented at the forum illustrated how companies can holistically explore all customer touchpoints that make up the entire customer experience journey. According to the Forrester report "The Customer Experience Ecosystem," firms can provide superior customer experiences by bringing together all of the elements that make up the customer experience ecosystem: employees, partners, culture, and processes. Customer Experience Professionals can use the examples and analysis in the report to manage and improve their own customer interactions.

About Tealeaf

Tealeaf provides online customer experience management solutions and is the leader in customer behavior analysis. Tealeaf's CEM solutions include both a customer behavior analysis suite and customer service optimization suite. For organizations that are making customer experience a top priority, these solutions provide unprecedented enterprise-wide visibility into every visitor's unique online interactions for ongoing analysis and web site optimization. Online executive stakeholders from e-business and IT to customer service and compliance are leveraging Tealeaf to build a customer experience management competency across the organization. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately held. For more information, visit

About OpinionLab

Based in Highland Park, IL, OpinionLab is the pioneer and leader in real-time voice-of-customer (VOC) listening technologies. The patented, proven methodology behind this page-specific, opt-in customer-feedback system helps many of the world's top brands collect, manage, and leverage input from engaged consumers. By inviting customers to share insight in their own words, at anytime, from anywhere, OpinionLab harnesses the collective intelligence of consumer voices, interprets that information, distributes it, and provides essential tools to make VOC data actionable. Consumers in 50 countries click on the familiar [+] symbol millions of times each month.

OpinionLab is also the parent company of DialogCentral, a breakthrough mobile technology that provides a single platform for real-time feedback about brick-and-mortar businesses. DialogCentral is free for consumers and businesses. For more information, visit or

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SOURCE OpinionLab