In a consumer world that is becoming more and more mobile technology driven, the outreach to customers depends on sending the right message at the right time in the right context with the right content impulse. Retail marketers need to be aware of how micro-location and proximity marketing will connect them with those early mobile adopters.
And just imagine how marketers can target their customers just when they are taking their purchase decision. Only as mobile technology and relevant data will let marketers know in which shopping experience the potential customer is.
Like a “look over the shoulder” of their customers, retail stores can now use mobile and targeting technology to better understand the purchase behavior of their customers. Sensors and Bluetooth low energy (BLE) beacons enable marketers to track and target those buyers in retail stores from the minute they walk in the door, and always send them relevant personal promotion content.
This infographic by MDG tells us that only 23% of marketers are using location-based data in their current mobile campaigns. Still, this technology will be changing the marketing approach in the future. As ore and more marketers are heading towards micro-location marketing (this marketing tactic is expected to reach $2.3 billion globally by 2016), it will depend on the customers whether they will accept this real-time marketing and hyper-targeting advertising formats.
Human interaction gets disrupted by new technologies like smartphones and tablets. Yet, we are still trying to figure out and learning how to engage with our mobile devices when other people are around. Time to rethink (mobile) etiquette. When is it ok to check our mails on our phones? At dinner with friends or during a conversation in a restaurant? There is no golden rule these days, and many people might define their own etiquette.
A recent infographic gives some mobile advice with some new etiquette ideas. The infographic by Deals.ebay.com is based on some studies which show some insights in mobile users opinions. The younger generation age 18-24 have obviously a quite relaxed understanding on how and when to use mobiles: 50% of GenY think texting is allowed during meals – compared to just 15% of people aged 30 and older.
PS: One term was even new to me: Phubbing -a short version of phone-snubbing. But, check it out yourself – and if you got some advice, start the conversation.
The study “Reducing Customer Struggle 2013″ conducted by Econsultancy shows that marketers now attribute 19% of their total website traffic to mobile devices. Delivering positive customer experience is for 40% of respondents a bigger challenge that on the Web. Herein, bad navigation, small screen sizes and difficulty completing forms were seen as the most serious mobile challenges.
Experiencing a poor custmer experience results for 89% of respondents in working with a competitor. But it seems marketers start understanding the omni-channel customer as they are turning to big data and digital analytics in order to better provide a better mobile experience. And some seem to be real experts in the mobile field: 7% of businesses indicate they have an “excellent” understanding of the overall online customer experience.
The integration of online and offline is still a struggle for most businesses. Most marketers know that information about offline locations, contact details and opening hours on their website is key. But when it comes to establishing a social presence for offline products or services and mobile or local search engine optimization, 93% of the repondents could not get the visibility into individual customer engagement via digital channels.
Seeing their lack in understanding the modern mobile culture, 73% of companies surveyed plan to increase investment in online channels this year. Not surprisingly as mobile is making its way to generate results even in mobile advertising. 6.9bn USD in mobile subscriptions globally seem to be an argument and make 72% invest more in mobile channels. 53% will increase their invest in social. Interesting though that the value of social listening is for most seen ineffective but still they agree social gives insight into what is working and what is not. The looser seems to be offline. More than two-thirds of marketers indicated they either plan to decrease or maintain the same level of investment in offline channels such as stores, shops and branches.
There are different views on why mobile advertising is performing. However, some new studies might spread some light: one form TNS and one from SessionM which did their study in cooperation with Millward Brown. The study SessionM published today shows that consumers react positively twice as often to mobile ads… but only as long as they get some value out of it.
Mobile banners are most used from smartphone owners when they get a gift card, coupon, events tickets or loyalty points. Although this gives some good insight in the ranking of the preferred mobile engagement options, consumers want to know what benefit they get out of the digital experience. It means that marketers need to be clever and having some good approach. The surveyed consumers replied that the way mobile ads are presented was crucial to their feedback.
The study makes clear that the mobile strategies need to be clear to the consumer, said Lars Albright, CEO of SessionM: “The questions are, ‘What value am I bringing to the consumer?’ And, ‘How am I doing it?’” It asked 1,000 consumers in a digital survey, as well as a dozen participants in each four hour interviews. 93% of respondents said they had the opportunity to choose a reward in exchange for their smartphone time was “important”. This comes as no surprise after the latest Adobe study telling us that often digital advertising is found “annoying”.
The difference between rewards-based mobile ads and different types of on-the-go promos was that rewards-based mobile ads performed better for purchase consideration (+65), the brand in brand interaction (+14%), branded website traffic (+13%), web searches (+8%), in-store shopping for the brand (+6%), and approaching the brand’s social media pages (+5%). Obviously, the user can be handled and does not always see banners as “annoying and invasive”.
Finally, while a lot of industry players see location-based services as the key to mobile’s future, Joline McGoldrick, research director at Dynamic Logic, Millward Brown’s digital practice, spoke about how interest-level marketing can be a huge help to the space. “Targeting is getting better in mobile,” Joline McGoldrick, Research Director at Dynamic Logicsaid, “but it is still not perfect.”
Now, although mobile ad revenue is far from reaching big amounts of ad spendings, many marketers see it as a growth area. Whatever the number that is attached to total mobile ad revenue worldwide is, Google is the leader with over half of surveyed people according to eMarketer. And if you see the numbers it seems that Gogle is still not happy with the budget chunk they do get, reaching out for more it seems. But also Facebook investors will see some light at the end of the tunnel with mobile ads on the rise. However, Google might like the competition but all that market dominance simply making way for some more challenging competition.
It will be interesting to see who will come up as the leader in this cmpetition, who can compete with Google in general, and will Google continue to grow their business? You tell us your views….
Some say, email is a dead media, some know it is not. At least not on smartphones in the U.S… For American adults email is still the most common activity on smartphones. In the second place comes Web browsing, closely followed by using Facebook. This is the result of the “Always Connected” study from IDC. The study is based on feedback from more than 7,400 iPhone and Android users between 18 and 44 years old.
These are the main findings of the study….
- 78% check email on smartphones
- 73% browse websites
- 70% using Facebook in some way
- 131 minutes per day communicating on their smartphones
- about 33 minutes of the above are spend on Facebook.
Now, it has to be mentioned that the study was sponsored by Facebook. The study supports the fact how important Facebook is for the communication via smartphones. It also makes clear how much time users of social networks spend their daily time when they are out on the streets, at work, at shopping or following sports activities. Obviously, most of the time is spend on Facebook – in eight different activities, people responded that they are almost 4-5 times more likely to be on Facebook than using Twitter or LinkedIn.
The value of the study can in some way put into question, although we have seen many studies in the last years that demonstrate the importance of direct one-to-one communication on Facebook and the mobile use of Facebook. Another study by Localeze/15miles/comScore Local Search found that not email but search is the main activity of the mobile users. However, the approach of the study was different. It looked at people not only in the 18-44 years range and it proved the use of smartphones and tablets. there must be a reason why Facebook sponsored this study. I would not be surprised if they will publish some new mobile advertising opportunities soon.
We all experience on a daily business how mobile devices are changing our world. Mobiles become more and more our shopping companion, and with it mobile search becomes more and more popular to satisfy our needs. Google and Nielsen cooperated in a recent report to illustrate where and how people use mobile search, and what purchasing behaviour results from it.
Most mobile search activities happen in the afternoon and evening. However, the activities happen at home (68%) and not from “on-the-go” (17%). The driver for the activity is 81% the need for “speed and convenience”. Funnily enough people believe that doing a mobile search at home is easier than opening the computer (83%).
Concerning the types of mobile search, it varies still. People tend to do food and shopping “in-stores” versus finding travel information which is done from their office or while on-the-go. The interesting finding for marketers is that these searches drive users to do additional activities. 73% trigger additional actions after doing their mobile search.
The study makes clear that mobile searches are pushing fast online and offline activities. More than half of all mobile users do call a business, make a purchase and visit a store in the short time-period of only one hour. Furthermore, mobile searches becomes more and more impactful for businesses. Mobile searches trigger consumers for additional actions and conversions (73%). The respondents of the study also visited a retailer’s website (25%), shared information (18%) and visited a store (17%).
Although this study might have some Google touch, the reports offers some good insight into the offline and online world and how it gets driven by mobile search. We should not be surprised to get further new mobile products from Google for users (mobile value-add) as well as for marketers (mobile ad products).
Which products would you like to see from Google for mobile search that don’t exist yet?
After yesterdays moderation of the dmexco Night Talks in Hamburg on “Mobile – The new first screen”, a recent study grabbed my attention this morning. It makes clear that users really are more into apps rather than mobile websites. According to the findings of the global study from Compuware Corporation, a technology performance company, 85% of consumers responded that they prefer mobile apps over mobile websites.
Although the latest InMobi study gives insights how people react to mobile advertising and why apps get into the centre of attention of the mobile user, the study from Compuware states that the reason why apps become so popular these days. The respondents said that they are “more convenient, faster and easier to navigate.” Furthermore, it adds some more findings…
“Mobile applications are thought to make life easier by streamlining calendars and grocery lists (…) offering entertainment while in line and making it easy to collaborate with co-workers. Consumers now associate apps with banking, paying bills, shopping, booking hotels and travel, as well as with staying productive and connected with both home and office tasks.”
The 3Rs of the social customer also become apparent in the choice of which apps will be downloaded to their mobiles. 84% of users say app store ratings are important in their decisions to download and install a mobile app. And there are some obvious reasons how apps need to deliver in order to be be benefitial…
- Easy access to product and store information
- Help planning and navigating trips
- The ability to communicate in real time
However, the benefits seem quite clear, there are also some complaints about mobile apps. The mobile users mentioned that they had…
- 62% a crash, freeze or error.
- 47% slow launch times.
- 40% an app which just would not launch.
Still tolerance is high when the app does not work immediately. 79% said, they would retry a mobile app only once or twice if it failed to work the first time. Still, companies and brands should be aware that the competitor is not too far away with their mobile app offering.
“With consumers expecting greater experiences with mobile apps now more than ever, fulfilling those expectations doesn’t just happen — it takes a conscious effort throughout every stage of the design and development process to get it right. Performance is a crucial contributor to providing a dependable mobile app user experience, so performance should be considered a key driver in the design process. Mobile applications need to focus on a core utility, and they need to be fast and reliable in order to be valuable.” Stephen Pierzchala, Technology Strategist, Compuware APM Center of Excellence.
It would be interesting to get your expectation on a good mobile app or website? What is your normal reaction when mobile apps don’t deliver to your expectation?
In prepapration of the first dmexco Night Talks moderation in Hamburg on “Mobile: The new first screen: reach, engage, measure, monetize”, sometimes studies fly into my mailbox which are reaching me just at the right time.
InMobi released their second wave research report on Mobile Media Consumption at Mobile World Congress. It covers some on-going overview on 14 countries on how we consume mobile content these days, and it obviously underlines the rapid growth of mobile media and the benefits of mobile advertising around the globe.
From a global perspective, mobile has reached the sweet spot in media consumption. It will generate its growth in the coming year predominantly via social media, search/download apps and search activities. In the 14 countries, humans spent from 7 hour media consumption (apart from other channels)…
1. Mobile 1,8 hours
2. PC 1,6 hours
3. TV 1,5 hours
The research piece shows that 50% of the average global mobile web users primarily use their mobiles now to go online. The average mobile web person uses 6.5 apps throughout a 30-day period.
But what does this mean for marketers?
The study states that globally, 54% of users discover mobile ads via apps, 40% on a search engine, 27% on a retailer website and 23% on a video website. It also makes clear that mobile is the touchpoint for finding new products and services. 3 out of 4 say mobile advertising has opened doors to something new. Almost every second say mobile ads have influenced them to buy mobile (46%) and almost the same amout (45%) say that mobile has mobile ads have influenced their purchase decision.
When seeing mobile ads, it is not that users don’t take any actions. It is actually the other way round. Mobile ads let users downloaded an app (80%), visit the advertiser’s website (67%), visit the store/retailer/business for additional information (52%), locate an advertiser on map (45%), or even take an immediate phone call (37%).
While I still have some marketers from media houses and brands in my ears, saying that apps and mobile ads don’t seem to be the right marketing approach, it seems they just did not find the right content approach to their users. The mobile commerce world is growing at speed of light and innovative retailers and brands should be well-prepared for it – and ideally have at least a click-to-call solution on their mobile website. It is not surprising that in these 14 countries 80% retailers say they plan to get the right approach to mobile in 2013.
How about you? Are you prepared for the mobile sales and marketing development? What experiences do you have so far with mobile ads?
PS: If you are interested in attending the dmexco discussion in Hamburg, please book your seat here.
In a recent report called “2013 Mobile Future in Focus” comScore released their outlook for mobile trends. The report shows the U.S. mobile and connected device landscape in 2012, which is meant to the set the stage for the international expansion of the mobile revolution. It offers insights into mobile media consumption, mobile networks, platforms, as well as OEMs. It also includes key mobile market insights from the United Kingdom, France, Germany, Spain, Italy, Canada, and Japan.
The report illustrates the following trends for the mobile year 2013…
Multi-mobile use shapes the “Brave New Digital World”
The U.S. is surpassing 125 million U.S. consumers and tablets in mobile consumption. More than 50 million own smart mobile devices which make consumers being always connected. Americans spend more than one out of every three minutes online on mobiles. Does this show the end of the desktop?
Smartphones surpass 50% penetration and start ‘Late Majority’ of adopters
In 2012 the U.S. smartphone market became the year of mobile by finally surpassed 50% market penetration. It enters the “late majority” stage of the technology adoption curve. Smartphone subscribers increased 29% from a year ago and 99% from two years ago. 72% of all newly-bought devices were smartphones.
Android and iOS Control U.S. Smartphone Market
Google’s Android OS and Apple’s iOS dominate the U.S. smartphone landscape with almost 90% of the market today. The well-developed app ecosystems makes it even more difficult for competing platforms to narrow the gap.
Samsung makes splash in smartphone OEM market
Samsung strongly competes more and more with Apple that is still the leading smartphone OEM. The year-over-year increase of more than 100% from Samsung and a two-year increase of more than 400% shows how much they are challenging Apple. The gap between the two competitors is steadily narrowing though.
High-Speed mobile connectivity speeds up mobile content consumption
Wider availability of high-speed internet access has increased the average user’s media consumption experience. Default Wi-Fi accessibility for smartphones and tablets like in coffee shops contributes to the new workplace and a better browsing experience for users. But also the availability of better networks speed (4G and LTE technology) will leverage the mobile content adoption.
The report shows that 2013 was kind of the “year of mobile”. With the rise of smartphone adoption to an over 50% penetration but also tablets becoming more prevalent, it seems that the world is moving more and more away from desktop internet usage. Mobile devices make up the digital media consumption of consumers these days. Obviously, marketers and media companies need to adapt their businesses to the emerging mobile multi-platform world but should also see the opportunity of mobile car technology (Google Glass Project), Augmented Reality (IKEA), QR codes (Adidas) or “mobile storytelling” (AUDI).
So now up to you. What has changed in your mobile adaption from last year? What are you missing in terms of mobile marketing development? And what would you be open for when marketers address you with mobile content?
While Facebook turns more and more to search and ad exchange budgets, Google is still riding the mobile wave. In many moderations over the last two years, I could listen to their attitude towards building mobile websites, and why these are important to the business of the future. However, companies often resist to face the mobile evolution and still stick to their conventional desktop websites. Not to mention what this does to their brands when the user experience is driving into a nightmare of usability and readability.
To get more attraction for their mission, Google has now published some research data on their blog that will help them to evangelize in the mobile business world approach. The benefit for Google is obvious. The more people use mobile sites, the better the experience in mobile usage, the more people tend to approach the Google search which means more marketing budgets into their hands.
In their research of about 1,100 U.S. adult smartphone users conducted by market research firms Sterling Research and SmithGeiger, Google gives some handsome advertising tips to make marketers better understand and evaluate the power of mobile.
The key findings can be summarized as follows…
- 67% of smartphone users state a mobile-friendly site makes them more likely to buy a company’s product or service
- 74% are more likely to return to the site with a good experience later.
- 61% made clear that when they don’t find what they’re looking for (in roughly five seconds), they’ll click away to another site.
- 50% of respondents said even if they like a business, they’ll use its site less often if it doesn’t work well on their smartphone.
- 72% see a mobile-friendly site important to them, however 96% have visited sites that aren’t.
The Google study advices marketers to create a fast mobile site with big buttons and text, and simplify the mobile experience in terms of keeping steps to complete tasks to a minimum. For sure, Google did not forget to promote the site with Google mobile ads with some good results: two-thirds of people who use search find a site. Their conclusion is that “having a great mobile site is no longer just about making a few more sales. It’s become a critical component of building strong brands, nurturing lasting customer relationships, and making mobile work for you”. There is not much more to add.
Still, we would be happy to hear from your mobile experience – with or without Google. Did you change your site lately and what did it do to your sales?