Step one is building a website that performs as expected across desktop and mobile web browsers. That means photos load quickly and navigation is intuitive. Step two is becoming less optional by the day: Build a smartphone or tablet app to reach users on their preferred devices, and work toward making it their new destination for interacting with your brand and products.
Step three is just as important: Make sure users don’t have to jump back and forth between these platforms to use basic features. Things like shopping, checking account status, customer service, product registration, initiating returns and more should be just as functional within your app as they are on your desktop website.
When it comes to fast-moving industries like e-commerce, it is important to make sure you’re providing a seamless experience across devices, at the same time it is also important to make sure you’re making yourself available to consumers. Spending too much time in development worrying about feature parity can let competitors get ahead.