CXP - Customer Experience Asia
  • Home
  • News
  • Video
  • CX Experts
  • Industry
    • Airline
    • Automotive
    • Banking
    • Food & Beverages
    • Online
    • Retail
    • Tech
    • Telecom
    • Travel & Tourism
  • Reports
  • Events
  • Awards
No Result
View All Result
  • Home
  • News
  • Video
  • CX Experts
  • Industry
    • Airline
    • Automotive
    • Banking
    • Food & Beverages
    • Online
    • Retail
    • Tech
    • Telecom
    • Travel & Tourism
  • Reports
  • Events
  • Awards
No Result
View All Result
No Result
View All Result
Home Customer Experience

Faster By a Millisecond? Make Another Million

byTeam CXP Asia
May 29, 2020
Faster By a Millisecond? Make Another Million

High angle view of businessman using laptop at desk in creative office

Ever felt frustrated waiting for a webpage to load? You’re not alone. Bad website UI, unresponsive controls, and slow loading times can cost money – literally.

Customer expectations for websites have risen dramatically since the days of dial-up. Research commissioned by Google and compiled by Deloitte has found that a difference of milliseconds can literally mean a sale or a frustrated customer.

Over a 4 week period, mobile site data from retail, travel, luxury and lead generation brands across Europe and the US was analysed. The purpose of the study was to isolate speed as a performance metric and to observe if there was a true correlation to conversion funnel progress, spend, page views and bounce rates.

Results showed that a mere 0.1 second, or 1 millisecond change in load time can influence every step of the user journey, ultimately increasing conversion rates. Conversions grew by 8 percent for retail sites and by 10 percent for travel sites on average.

With a 0.1 second improvement in site speed, retail consumers spent almost 10 percent more, while lead generation and luxury consumers engaged more, with page views increasing by 7 percent and 8 percent respectively.

Need for Speed

These findings show that increasing expectations and use of smartphones are amplifying the need for mobile speed. To stay ahead, brands need to make site speed a priority across the organisation. They should adopt a mobile-first mind-set; introducing the right processes and allocating resources to constantly monitor and optimise their site speed.

So what can brands do next? Here is what the research recommends:

  • Understand the speed status: You need to know how your site is currently performing in a stand-alone context and also in comparison to your competitors.
  • Be clear on the potential impact of mobile site speed on the bottom line: Being equipped with this data will help you to sell and prove the validity of considering speed as a primary performance metric.
  • Adopt a mobile-first strategy: Mobile-first is essentially a design strategy, more appropriate for satisfying today’s consumers than the responsive approach.
  • Identify speed as one of the primary performance metrics: It’s essential to build consensus to make speed a priority KPI and performance metric.
  • Introduce page speed budget to project teams and clients: Page speed budget or web performance budget is a set of constraints that project teams will use to ensure the mobile site meets performance standards and loads quickly across devices and platforms.
  • Use the right tools in the right way: Make sure you are using the right tools for both measurement and reporting. Your analytics package needs to be set up correctly, with a strong focus on conversion point, funnels and appropriate KPIs.
  • Create the right culture with the right people: Nurture a performance-centric culture where speed is considered a priority metric by leadership, strategists, developers, designers, content practitioners and project managers.
ShareTweetSharePin
Team CXP Asia

Team CXP Asia

CXP Asia Team strives to bring the latest Customer Experience stories and insights from around the world.

Next Post
Masterful Customer Experience: The Tale of Joshie the Giraffe

Masterful Customer Experience: The Tale of Joshie the Giraffe

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

The Future Of Travel And Tourism In A Post-COVID World

The Future Of Travel And Tourism In A Post-COVID World

January 22, 2021
Top 10 Leading CX Brands In Taiwan

Top 10 Leading CX Brands In Taiwan

December 21, 2020
Simplified Customer Experience

Simplified Customer Experience

October 14, 2020
Top 10 Leading Customer Experience Brands in Hong Kong

Top 10 Leading Customer Experience Brands in Hong Kong

March 23, 2020
Top 10 Leading Customer Experience brands in Brazil 2019

Top 10 Leading Customer Experience brands in Brazil 2019

February 26, 2020
How Telecoms Can Become Pro-Active in Managing Customer Experience

How Telecoms Can Become Pro-Active in Managing Customer Experience

February 6, 2020
Load More

Asia's leading portal for customer experience news and intelligence.

Follow Us

Browse by Category

  • Airline
  • Automotive
  • Banking
  • Customer Experience
  • CX Experts
  • E-commerce
  • Food & Beverages
  • General
  • Global
  • Industry
  • News
  • Online
  • Reports
  • Retail
  • Tech
  • Telecom
  • Thought Leaders
  • Travel & Tourism
  • Uncategorized
  • Video

Newsletter

Subscribe to our mailing list to receives daily updates direct to your inbox!

  • About
  • Contact

© 2021 Customer Experience Asia. All Rights Reserved.

No Result
View All Result
  • Home
  • News
  • Video
  • CX Experts
  • Industry
    • Airline
    • Automotive
    • Banking
    • Food & Beverages
    • Online
    • Retail
    • Tech
    • Telecom
    • Travel & Tourism
  • Reports
  • Events
  • Awards

© 2021 Customer Experience Asia. All Rights Reserved.