NEW YORK — When it comes to mobile shopping, so far theres
more buzz than buy.
As the number of people who use iPhones and other smartphones
grows, companies selling everything from hardware to high fashion
are touting all the new applications theyre rolling out that help
shoppers, from checking a stores inventory while in the dressing
room to ordering prescriptions.
Retailers are betting that selling their wares on a device that
people carry around all day can encourage Americans to spend money
during an economic downturn in which theyre making fewer impulse
buys in their bricks-and-mortar stores. But so far, consumers
mostly are using their phones to look up locations and compare
prices and stopping short of tapping the buy button. Why? In part
because they find it hard to shop on the tiny screens and they
dont quite think its safe to input their credit card
information.
To be sure, mobile purchases are growing faster than online
sales, which are increasing at around 10 percent a year. But mobile
commerce is expected to account for $6 billion, or just 2 percent
of overall e-commerce sales this year, according to Forrester
Research. By 2016, that figure could rise to $31 billion — still a
sliver of electronic sales.
The transactions arent anywhere close to a big number, said
Siva Kumar, whose company, TheFind, offers mobile price-checking
applications. But the first stage of any revolution is that people
start using the new tool.
The use of smartphones is indeed growing. There are 82 million
smartphones in circulation today in the US — one of every three
people 13 and older owns one — and that figure is expected to
double by 2015. And smartphone users are increasingly using mobile
applications: The average user spends 81 minutes a day using mobile
apps, more time than is spent Web browsing on a computer or other
device, according to mobile analytics firm Flurry.
But smartphone users are spending most of their time playing
games, checking social networks, taking video, accessing maps and
getting sports scores, according to digital research firm comScore.
Shopping, meanwhile, ranks at No. 13, with less than 7 percent of
mobile users accessing online retail stores through their
phones.
Retailers are partly to blame for shoppers apathy. Less than a
third of retailers polled by the National Retail Federation in May
said they have a fully implemented mobile strategy, which might
include an application available for download by smartphone users.
Its far less pleasurable to hunt down a new pair of boots when it
requires zooming in and out of a site thats not oriented to the
mobile screen, shoppers say.
For instance, Sara Margulis, who runs an online wedding gift
registry in Sonoma County, Calif., uses her iPhone to buy books and
diapers on Amazon, but sticks to her home computer for the majority
of her electronic purchases in part because she likes the larger
screen.
If I know what I want, and its on Amazon, Ill do it on my
phone, she said. But not if it requires a lot of research.
Another big impediment is the payment process. Typing billing
information into a phone can be tedious and time-consuming, and
many shoppers arent convinced that mobile sites are safe. In one
Forrester poll, 44 percent of shoppers said they would use the
mobile Web to make purchases if the payment services were more
secure.
Sucharita Mulpuru, a Forrester analyst, says mobile payments are
generally safe and this is a perception issue stemming from fear
of the unknown. Overall, she says, it will take some time for
Americans to fully embrace mobile shopping — just as they did with
online shopping. After all, people were playing games of Solitaire
on their computers before they were willing to shop on
websites.
You have to walk before you run, she said. You have to do
things that are easy that dont require you to give up your money
first.
A few retailers are far ahead in mobile shopping. Although she
hasnt tested a lot of sites on her iPhone because her cellphone
plan caps the amount of data she can use each month, Nancy Pelaia,
who works at a Christian college in Beaver Falls, Pa., said she
likes shopping on the app from QVC, which is more cutting edge than
many other retailers mobile apps. It syncs up with the sales-pitch
TV network, showing shoppers the item currently being sold on-air.
Additionally, users payment info is stored, so they need only
enter a four-digit passcode to complete the purchase.
I usually have my phone sitting right there, and they make it
very easy, Pelaia said.
The most successful mobile shopping sites are eBay and Amazon,
which together account for four out of every five mobile shopping
transactions. Ebay reported nearly $2 billion in mobile sales last
year — more than tripling its 2009 total — and it expects to
reach $4 billion this year. And last July, Amazon capped off a
12-month period of mobile sales exceeding $1 billion.
Both companies were early to invest in mobile, but just as
importantly, theyve been able to smooth the checkout process by
accepting PayPal or storing payment information in users accounts.
Theyve also worked to make searching simpler. With Amazons
price-checking app, for instance, you can speak the name of an item
and it will show the lowest price in its marketplace. And with
ebay, customers can receive a notification when theyve been outbid
or the bidding is ending for a particular item.
You can be in a meeting and you can bid then and there, said
eBays spokeswoman Katherine Chui.
Their strategies seem to be working. In July, Amazon capped off
a 12-month period of mobile sales exceeding $1 billion. And ebay,
which said its iPhone app has been downloaded 18 million times,
reported nearly $2 billion in mobile sales last year — more than
tripling its 2009 total — and it expects to reach $4 billion this
year.
But other companies say even if consumers arent overwhelmingly
using their apps to make purchases on their phones, the devices
still are driving in-store purchases. Target, Best Buy, American
Eagle Outfitters and others are boosting sales with a third-party
mobile application called Shopkick that gives customers special
offers anytime they step into their stores. And inside Home Depot,
a shopper can launch the stores app and get more information about
a lawn mower or other item without having to ask a salesperson.
Hal Lawton, Home Depots president of online, says that gives
us opportunities to keep shoppers in our stores longer even if the
impact on the bottom line is hard to quantify.