A recent IBM benchmark report showed that mobile commerce accounted for 15% of all online sales in the second quarter, up from 8% a year earlier. One factor behind that increase could simply be that more retailers now offer their own apps. A new study from cross-channel marketing specialist CrossView shows that more than half (56%) of retailers have shopping apps, up from just 12% in 2011.
That finding is part of a broader analysis of retailers' operations and marketing in-store, online, through call-centers and mobile in 2012, compared to last year. Based on their capabilities across each of these areas, CrossView also rates the top retailers based on a mystery shopper approach. Embattled Best Buy again receiving the top score this year. Burlington Coat Factory finished at the bottom of the 26-store ranking.
Aside from the big m-commerce push, the study found that retailers overall made solid, if not dramatic, improvements in cross-channel efforts in 2012. Among the upgraded areas:
*92% of retailers enabled social sharing online in 2012, up from 88% last year.
*79% offered the same marketing promotion across all touchpoints, up from 65%.
*72% offered ratings and reviews online -- a 39% increase.
*78% showed estimated shipping charges online, up from 36%.
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