Experience shapes mobile customer loyalty

This is Ericsson ConsumerLab

Ericsson ConsumerLab – The Voice of the Consumer

Ericsson ConsumerLab has more than 20 years’ experience of studying people’s behaviors and values, including the way they act and think about ICT products and services. Ericsson ConsumerLab provides unique insights on market and consumer trends.

Ericsson ConsumerLab gains its knowledge through a global consumer research program based on interviews with 100,000 individuals each year, in more than 40 countries – statistically representing the views of 1.1 billion people. Both quantitative and qualitative methods are used, and hundreds of hours are spent with consumers from different cultures.

Ericsson ConsumerLab has representatives throughout Ericsson’s global presence, developing an international understanding of the ICT market and business models.

Insights

Consumer insights

Here you can find and read all of our consumer insights reports, trend reports, videos and podcasts.

Podcasts

Episode 6# The stress of streaming delays

How does it feel when your favorite YouTube does not load in time or it buffers? Did you know that heart rate increases with 38% with mobile content delays? When consumers turn to their smartphones to find information quickly, they want an instantaneous response. In this podcast from Ericsson ConsumerLab, we present findings from a recent neuroscience study which looks at how consumer reacts to video streaming delays and its impact on brand engagement and loyalty towards providers offering such an experience.

Episode 5# Sharing information

The topic of privacy is delicate and sometimes contradictory. We often want to share and at the same time we want to maintain our integrity. Today we share more than ever before, from photos to status updates. By posting product reviews or blowing the whistle on a corrupt company, people can make their voices heard. At the same time, with the possibilities to quickly publish and broadcast all over the world, rumors or false accusations can be spread in an instance. Listen to this podcast discussing the growing sharing information culture.

Did you know?

  • About 35 percent of all viewing is spent on on-demand, the rest is live or linear. [2015]

  • 1 out of 4 smartphone users regularly uses the internet to look up details about others.

  • Commuters spend 20 percent more time commuting than doing leisure activities.