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BII REPORT: Why Mobile Commerce Is Set To Explode

BII REPORT: Why Mobile Commerce Is Set To Explode | Mobile Customer Experience Management | Scoop.it
Activity is growing by the day. ;
Russ Merz, Ph.D.'s insight:

Highlights from a BI report.

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Mobile Customer Experience Management
Explores issues related to the management of customer experiences on mobile devices.
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10 Trends & Tips To Consider In Creating A Winning Mobile Strategy For Local Search & Marketing

10 Trends & Tips To Consider In Creating A Winning Mobile Strategy For Local Search & Marketing | Mobile Customer Experience Management | Scoop.it

Local Search Association’s (LSA) 2014 “Local Media Tracking Study” conducted byBurke, Inc. found that on average, mobile phones/smartphones are used to search the internet – across search engines, internet yellow pages, ratings and review sites and daily deals – 42% of the time compared to just 34% in 2013.

 

This jump in mobile usage means it is time to reexamine your mobile strategy. I take a look at the latest data available to identify mobile trends and ten things to keep in mind that will help develop a winning mobile strategy for your business.

 
Russ Merz, Ph.D.'s insight:

Have you got all your bases covered in your mobile marketing plan? Here are 10 planning factors to keep in mind.

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How Retailers Are Using Social Media in Store to Boost Sales

How Retailers Are Using Social Media in Store to Boost Sales | Mobile Customer Experience Management | Scoop.it

In the online era, retailers have more competition than ever before. At one point, the competition came from fellow brick and mortar stores and business owners were dealing with customers face to face.

The rules of the game have changed but there are things like online reputation management and using social media to connect with customers to deal with, as well as the more traditional methods of interacting with them.

If you are running a retail store, there are ways you can use social media sites to give your in-store sales a boost.

The advantage that a brick and mortar store has over an online one is that you are dealing with customers who have decided to enter your premises. They are less likely to be casual browsers, like you would find online.

Your clientele is more likely to be motivated to make a purchase, and you can use location-based marketing to reach out to them during this window of opportunity.

 
Russ Merz, Ph.D.'s insight:

Retailers! How are you using social media to reach out to customers and boost sales? Here are three ideas for how to do it.

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laurent gros's curator insight, February 16, 10:48 AM

Les réseaux sociaux s'invitent dans les magasins physiques

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3 Proximity Marketing Trends that Retailers should Watch Out for

3 Proximity Marketing Trends that Retailers should Watch Out for | Mobile Customer Experience Management | Scoop.it

The rapid adoption and usage of mobile devices has now expanded consumers’ openness to brand engagement early on in their path-to-purchase. A recent ‘Mobile Audience Insights Report’ released by NinthDecimal, a leading mobile audience intelligence company highlighted the fact that there is currently a huge gap between the the type of proximity marketing messages preferred by shoppers and the type of messages served in-store.

 

For example, while 61% of shoppers prefer to receive proximity marketing messages on offers in-store, only less than half receive such messages. Similarly, while 42% of shoppers want in-store notifications that keep them informed on the products on sale, only 28% actually receive them. This essential discovery points towards the fact that retailers could boost their proximity marketing campaign ROI by tailoring their notifications to match consumer preferences.

 

With more than $138 million expected to flow in through retail sales this year at stores that have leveraged beacons, it is highly critical that retailers understand the complexities and opportunities to make the most of a successful proximity marketing campaign. In this post we will discuss about proximity marketing trends that retailers should watch out for this year.

Russ Merz, Ph.D.'s insight:

Three new developments with beacon technologies allow for greater interaction with consumer #mobile and #wearable devices. The message delivery capabilities of these technologies enhances and extends what has been available up-to-now. 

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A Lesson on Disruptive Engagement by Taco Bell - SMAMi.org

A Lesson on Disruptive Engagement by Taco Bell - SMAMi.org | Mobile Customer Experience Management | Scoop.it

At 11am last Tuesday Taco Bell pulled a Beyoncé and bypassed traditional marketing tactics to launch their next big thing, a mobile app for ordering nosh.

 

Disruptive engagement is a term typically associated with academia where it means disruptive student behavior or more recently using disruptive technologies to engage with students.

 

In the context of this article disruptive engagement means intentionally disrupting your audience’s experience in order to engage them and elicit an action.

Russ Merz, Ph.D.'s insight:

This article provides a case study in how Taco Bell recently used "disruptive engagement" on social media to draw attention and action on the new Taco Bell smartphone app. Such techniques are not without some risk as is described in the article. Thanks to Sola Obanyan and the Social Media Association of Michigan for describing this event.

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Introducing the Local Marketing Adoption Curve

Introducing the Local Marketing Adoption Curve | Mobile Customer Experience Management | Scoop.it

The explosion of channels and devices has made the opportunity to connect with consumers more abundant, as well as more daunting, than ever. Today, marketers must ensure their brands are visible where and when their customers are looking for them - locally, nationally, and globally - as well as contextually relevant and engaging in the content and experiences they provide across the entire journey.

With 72 percent of consumers searching for local information on a smartphone visiting a store or location within five miles (and likely within five to 10 minutes), the local opportunity is clear. But local marketing consists of more than just optimized pages and listings - it’s a complex ecosystem that is always on and always changing. Because local truly puts the customer at the center of cross-functional corporate marketing programs that span paid, earned, and owned (think search, social, and mobile), many multi-location marketers have struggled to rally their teams to define, implement, and track their local efforts.

Russ Merz, Ph.D.'s insight:

A great tool for assessing the state of your #localmarketing maturity. The framework breaks the maturity level into three phases--crawl, walk and run--with #KPIs specifically designated for each stage. Very useful for self assessment of #geolocal marketing efforts. 

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Successful Mobile Advertising Strategies and Optimization - Marketing Technology Blog

Successful Mobile Advertising Strategies and Optimization - Marketing Technology Blog | Mobile Customer Experience Management | Scoop.it

Successful Mobile Advertising Strategies and Optimization by Douglas Karr on Marketing Technology Blog

 

The average mobile ad to reach 1,000 iPhone users is $2.85… not a bad CPM when other mediums cost multiples of that. Not to mention that mobile users are often shopping and ready to make the purchase. But the mobile advertising landscape is both wide and quite confusing. There are dozens of mobile ad platforms and hundreds of ways to reach a mobile user – from ads, to social ads, to email and more. Putting together a comprehensive mobile ad strategy requires quite a bit of work but can reap incredible results.

Russ Merz, Ph.D.'s insight:

A useful description of the path mobile users take from advertising exposure to conversion.

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Study: Mobile E-Commerce Sales Projected To Reach $50B By End Of 2014

Study: Mobile E-Commerce Sales Projected To Reach $50B By End Of 2014 | Mobile Customer Experience Management | Scoop.it

In its latest round of reports, Custora claims mobile e-commerce revenue is set to reach $50 billion by the end of this year, up nearly $8 billion since last year, and an astounding $48 billion since 2010.

Analyzing e-commerce data from more than 100 retailers, 70 million consumers and $10 billion in transactions, Custora found mobile traffic to e-commerce sites has increased from three-percent to nearly 37 percent in the last four years, while mobile e-commerce revenue climbed from $2.2 billion in 2010 to $42.8 billion last year.

Russ Merz, Ph.D.'s insight:

Interesting #stats about the growth in #mobile #ecommerce activity. Clearly consumers are turning to mobile for purchases at ever higher levels indicating increased comfort levels with the devices as decision making tools.

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6 Innovative Ways to Implement Beacons for Marketing | Street Fight

6 Innovative Ways to Implement Beacons for Marketing | Street Fight | Mobile Customer Experience Management | Scoop.it

Brick-and-mortar merchants know they need to step it up to compete against e-commerce retailers, and they know that proximity marketing with indoor positioning technology can be an effective mechanism for driving customer acquisition and retention. So why did a recent survey by Experian Data Quality show that geo-location is such a low priority for decision-makers, with only 20% of respondents listing geo-location as their “most important data priority”? It has to do with a lack of understanding.


While the term “beacon” has reached the mainstream, many local business owners still aren’t sure how to apply the technology in their own places of business. Even those merchants who know that proximity marketing could help drive sales still aren’t sure where to begin or what types of campaigns they can implement with beacons.

Here are six examples of innovative ways that businesses are implementing beacon technology right now.

Russ Merz, Ph.D.'s insight:

Six great example of how location-based marketing technology in the form of #beacons can be used to aid and diagnose mobile related consumer behaviors.

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7 Mobile Social Marketing Tips to Connect With Mobile Users |

7 Mobile Social Marketing Tips to Connect With Mobile Users | | Mobile Customer Experience Management | Scoop.it

Do you have a mobile social marketing plan? This article shares 7 ways to tweak your social media to appeal to followers on mobile devices.

 

How many of your fans, readers and followers use a mobile device?

Have you considered how mobile can benefit your business?

Consumers expect companies to communicate seamlessly–not only from one social platform to the next, but also from one mobile device to the next.

In this article I’ll share seven ways you can tweak your social media to appeal to mobile users.

Why Consider Mobile Users?

Users are spending more time accessing social media from mobile devices compared to desktop computers.

How much more? Pinterest users are 92% mobile; Twitter users are 86% mobile; Facebook is 68% mobile; and Tumblr is 46% mobile.

Given those numbers, it’s imperative that companies recognize the importance of delivering social media messaging that caters to and targets mobile device users.

 
Russ Merz, Ph.D.'s insight:

A very detailed set of guidelines for using social media marketing (#SMM) on #mobile platforms to reach and influence #location sensitive customers.

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3 Mobile Marketing Musts for Brick-and-Mortar Retailers | Street Fight

3 Mobile Marketing Musts for Brick-and-Mortar Retailers | Street Fight | Mobile Customer Experience Management | Scoop.it

As smartphone adoption nears ubiquity in the U.S., mobilitiy now plays a critical role in the shopping behavior of many local consumers. For brick-and-mortar retailers, mobile has gone from an interesting opportunity to a foundational part of the marketing mix.

 

Consider a recent study conducted by Neustar Localeze and 15miles, which found that nearly four of five smartphone owners use their devices to search for information on local businesses. Approximately 80 percent of those mobile searches result in the purchase of a product or service, and 75 percent brought the customer into the physical store.

 

Over the past few years we’ve seen the mobile marketing industry mature, with new standards and best practices emerging to help marketers reach mobile consumers as they move throughout their day. Here are three mobile marketing strategies which have become table stakes for physical retailers.

Russ Merz, Ph.D.'s insight:

This article contains three important mobile marketing strategy considerations. They are especially important for local retailers since a study cited in the article found that almost 80% of smartphone users search for local businesses.

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Using Geo-Location To Turn Mobile Traffic Into Off-Line Gold

Using Geo-Location To Turn Mobile Traffic Into Off-Line Gold | Mobile Customer Experience Management | Scoop.it

Mobile traffic is on a steep upward climb, with people now looking at their mobile devices an average of 150 times per day.

Businesses that aren’t selling an e-commerce-friendly products will need to get very creative if they are to transmute this increasing mobile traffic into more revenue. But even businesses that have the advantage of products which are easy to order online still need to find clever ways to capitalize on such an active mobile user base.


One of the emerging mobile marketing opportunities that brands can take advantage of is to use geo-location technology to reach users with timely, in-device messages.

 

The ultimate objective of these messages is to drive customers to the brand’s nearest store location to eat, shop or interact with a professional (such as a financial advisor or car dealer) who can close the sale.

 

With a well-crafted, geo-aware mobile campaign, a customer’s movement through space becomes an active and seamless virtual search engine that provides timely and relevant data, which triggers a message that raises awareness and serves up valuable incentives.

 

Let’s break down the geo-location landscape a bit before looking at two brands that are using this strategy to convert mobile traffic into more customers. First, it’s important to understand a few key components of the technique.

Russ Merz, Ph.D.'s insight:

A very nice summary of geo-marketing and its various components.

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Antoine Pasquier-Desvignes's curator insight, May 5, 2014 8:10 AM

Bon récapitulatif des possibilités de campagnes marketing mobile pour générer du trafic point de vente

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Case Study: Toy Store Upgrades Customer Experience With mPOS System | Street Fight

Case Study: Toy Store Upgrades Customer Experience With mPOS System | Street Fight | Mobile Customer Experience Management | Scoop.it

Merchant: Bricks & Minifigs
Size: 7 Locations
Location: Hawaii, Kentucky, Montana, New Mexico, Oregon, and Washington
Platforms: NCR Silver
Bottom Line: Mobile POS systems with integrated rewards programs can give mom-and-pop businesses an edge in the competition against large retail chains.

Managing the operations, staffing, and financials at his growing aftermarket Lego business, Bricks & Minifigs, has left co-founder John Masek with little time to spend dealing with the technological infrastructure necessary to run a traditional hardware point-of-sale system.

Russ Merz, Ph.D.'s insight:

Good example of how #mobile point of sale technology can deliver #customerexperiences for small firms that match larger retailers.

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Study: 80% of Mobile Searches Result in a Purchase | Street Fight

Study: 80% of Mobile Searches Result in a Purchase | Street Fight | Mobile Customer Experience Management | Scoop.it

Brand marketers have started to catch up with consumers on mobile, but small businesses still remain far behind — and it may be starting to affect their bottom line. A new study fromNeustar Localeze and 15miles finds that consumers are increasingly turning to their mobile devices to search for local businesses when they are ready to buy, but the information they want is often inaccurate, incomplete, or non-existent.

 

The findings: 79 percent of smartphone owners and 81 percent of tablet owners use their devices to search for information on local businesses. Approximately 80 percent of those mobile searches result in the purchase of a product or service, and 75 percent brought the customer into the physical store. But only 50 percent of those searchers were satisfied with what was available to them via mobile, as buried information and non-mobile-friendly websites proved to be hindrances.

Russ Merz, Ph.D.'s insight:

Highlights from a recent study that shows when customers use #mobile devices to conduct searches, 80% of the search results in a purchase. The implications for retailers is outlined.

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7 Strategies That Are Transforming Mobile Apps | Marketing Technology Blog

7 Strategies That Are Transforming Mobile Apps | Marketing Technology Blog | Mobile Customer Experience Management | Scoop.it

Just as every company is now a publisher (or should be) if they wish to have an effective digital strategy, I believe the next phase of growth will be that marketing departments of every company need to be involved in the development of mobile and/or tablet applications. If that doesn’t sound like a reality – I’ll provide an example.

We recently designed and developed a mobile application for engineers to use to make a plethora of different conversions for calculations they need to make daily. The company we built it for is a surface technology company. Does the application sell? No! That’s not the point – the point is to have the company’s name top of mind as engineers are working day to day. Greater brand awareness and click to contact calls to action enable them to take the next step. Immediately upon release, over 300 users in their industry downloaded the application and are utilizing it daily. It is a huge acquisition and retention win with a minimal investment.

Russ Merz, Ph.D.'s insight:

A nice summary of developments in the #mobile app business. The infographic provides some #stats about size of mobile markets, the use of apps (downloads,payments, revenues, and popularity), app advertising and content marketing trends, and app developer salary levels

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LaurentHinard's curator insight, February 23, 8:43 AM

Last features and trends on Mobile 

Martine Coutu's curator insight, February 23, 11:56 AM

Le département de marketing au centre du développement des applications mobiles. Comme les deux doigts de la main.

Apptimate's curator insight, February 27, 3:30 AM

Security and privacy will be critical in 2015. Otherwise, we will see a great backlash. Non-trust worthy apps mean non-trust worthy brands that people will abandon.

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Location Based Geo-Targeting Boosts Paid Search Ad Performance...Or Does It?

Location Based Geo-Targeting Boosts Paid Search Ad Performance...Or Does It? | Mobile Customer Experience Management | Scoop.it

Columnist Wesley Young discusses the importance of truly local data in search marketing decisions.

 

Mobile device usage continues to soar, and it now accounts for more than half of time spent on digital media. “Always on” consumers are checking their mobile devices upwards of 100 times a day, and as a result, advertisers have been paying more and more attention to mobile.

 

This rise in mobile use particularly impacts local search. Data from Thrive Analytics found that 60% of consumers use mobile devices to find information on local products and services, and 40% of those are on-the-go when searching.

 

Growth of mobile local search rose four times that of mobile internet use, according LSA’s Local Mobile Search Study.  Importantly, 70% of consumers are willing to share their location information if they believe they are getting something of value in return, such as coupons and loyalty points.  Yet, according to Econsultancy’s Cross-Channel Marketing Report 2013, just 39% of agencies are currently using location based data to target mobile consumers.

Russ Merz, Ph.D.'s insight:

This article does a great job of documenting the increasing importance of #geotargeting for search-based advertising performance. 

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Survey: Mobile Integration Makes Other Digital Marketing More Effective

Survey: Mobile Integration Makes Other Digital Marketing More Effective | Mobile Customer Experience Management | Scoop.it

Social and mobile marketing are seeing significant momentum and uptake by marketers according to the Salesforce Marketing Cloud 2015 State of Marketing report released earlier this week. And mobile is increasingly seen as the keystone that holds everything together.

According to the survey of 5,000 marketers in ten countries, nearly 90 percent (86 percent) say it’s increasingly important to “create a cohesive customer journey” and mobile (applications) was identified as most effective technology to enable that more cohesive journey.

 

Russ Merz, Ph.D.'s insight:

Here is some compelling evidence about the effectiveness of mobile as part of the #digitialmarketing program.

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The Must-Have Mobile App Metrics Your Business Cannot Do Without

The Must-Have Mobile App Metrics Your Business Cannot Do Without | Mobile Customer Experience Management | Scoop.it

This article is a summary of the AppInTop mobile app marketing podcast in which AppInTop talked with CTO and co-founder of the mobile analytics company Adjust.com, Paul Müller, and senior account strategist at Google, Stanislav Vidyaev. This summary covers some key facts about mobile analytics.

 

The way people interact with an app is different from the way they use websites. Mobile app analytics is about converting ad budgets to installs, and installs to repeated app usage and in-app purchases. Ultimately, the objective of a mobile app developer is to evaluate user lifetime value, retention, and the frequency of usage.

Russ Merz, Ph.D.'s insight:

A summary of 6 different types of mobile app #metrics that are essential KPIs for understanding the contribution being made to your business by the app. The 6 types are --tracking installs, retention and usage, break-even, cohort analysis, ad effectiveness, and custom.

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Getting Mobile Right E-Book Download

Getting Mobile Right E-Book Download | Mobile Customer Experience Management | Scoop.it
Russ Merz, Ph.D.'s insight:
ARE YOU GETTING MOBILE RIGHT?

Millward Brown Digital’ s new study helps marketers grow their brands through more effective mobile marketing. Read on to understand what your brand needs to do to Get Mobile Right.

  
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Location-based apps present opportunities -- and data challenges

Location-based apps present opportunities -- and data challenges | Mobile Customer Experience Management | Scoop.it

Geolocation apps pair consumer preferences and location to provide real insight about customer preferences But these apps pose data integration and privacy challenges galore.

 

When Bill Schmarzo walks into a Starbucks, as he does at least once every day, the coffeehouse chain's mobile application knows that he's there. The app pulls up his loyalty card and applies any discounts he has earned. Schmarzo can pay with the app, too.


Starbucks also knows that Schmarzo doesn't like coffee -- he drinks chai lattes.

 

According to Schmarzo, chief technology officer of the global services group at EMC Corp., which sells computer storage and other IT products, Starbucks is an example of a company using geolocation-based apps to benefit its customers -- and itself. Starbucks is using geolocation technology to collect unprecedented amounts of data about customers, he said, and then uses that data to sell products by tailoring perks, rewards and discounts.

 

Russ Merz, Ph.D.'s insight:

A very good summary of the current state of location-based marketing with apps and some of the downsides associated with it.  A must read article if you want to better understand geo-location technology benefits and challenges.

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5 Self-Serve Solutions for Creating Location-Targeted Mobile Offers | Street Fight

5 Self-Serve Solutions for Creating Location-Targeted Mobile Offers | Street Fight | Mobile Customer Experience Management | Scoop.it

The numbers don’t lie. Locally-targeted mobile ads are expected to reach $4.5 billion in the U.S. this year — an increase of $1.6 billion in the last year alone, according toBIA/Kelsey. As merchants search for creative ways to take advantage of location-targeted advertising, many are turning toward self-serve solutions for creating location-based mobile promotions.


Location-targeted offers give merchants a way to reach out to consumers directly based on their geo-locations, while going the self-serve route often helps decrease overhead costs for businesses with tight marketing budgets. Here are five options for merchants who are interested in creating their own location-targeted mobile offers.

Russ Merz, Ph.D.'s insight:

Here are five tools that businesses can use for location-based marketing activities.

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Consumer Packaged Goods: Connecting with the Mobile Consumer | TIBCO Spotfire's Trends and Outliers

Consumer Packaged Goods: Connecting with the Mobile Consumer | TIBCO Spotfire's Trends and Outliers | Mobile Customer Experience Management | Scoop.it

Thanks to all-powerful smartphones and the myriad of other mobile devices available today along with the increasing availability of public Wi-Fi, “showrooming” by retail consumers continues to gain in popularity.

Showrooming – or the use of mobile devices by consumers to compare and contrast products and prices with online retailers during in-store experiences – poses serious challenges to retailers that depend heavily on physical outlets.

However, behavioral data demonstrates that there are also ample opportunities for both retailers and consumer packaged goods (CPG) companies to connect with the mobile in-store consumer.

For instance, while 42 percent of in-store mobile users ultimately made their purchases online, a full 30 percent of consumers made their purchases in-store, according to a study by the Interactive Advertising Bureau in partnership with Ipsos MediaCT.

Moreover, 32 percent of consumers who used their mobile devices while shopping were also more likely to make additional unplanned purchases in the store.

There are several effective ways that CPG and retail leaders can use consumer data and predictive analytics to strengthen in-store purchasing by mobile consumers.

For example, research by Flurry reveals that the amount of time spent by consumers on mobile apps each day has risen from 80 percent last year to 86 percent this year. What this means is that a high percentage of consumers are devoting significant portions of their time on mobile devices to the use of mobile apps.

According to an infographic created by TIBCO Spotfire, retail mobile app purchase revenue is expected to grow 417 percent to $31 billion among global digital consumers by 2016.

Russ Merz, Ph.D.'s insight:

This article contains a good summary of the key areas of analysis that CPG and retail brands can explore to better understand the mobile consumer. It also provides some research findings and stats in an infographic.

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Why Mobile First when Connecting to Customers? Here are Some Reasons - Marketing Technology Blog

Why Mobile First when Connecting to Customers? Here are Some Reasons - Marketing Technology Blog | Mobile Customer Experience Management | Scoop.it

Yesterday we shared a detailed article on mobile checkout for credit card processing, how it works and the fees associated. This August, the CONNECT 2014 Mobile Innovation Summit will be held for retailers and restaurants to see the incredible advancements in technologies that are happening in the mobile space.+

Isis and the summit have released this infographic, showing the data that most Americans now own a smartphone, with a higher-than-average chunk of them in the critical 18-to-29 demographic. They are using them to shop (retail revenue via smartphones rose 113 percent in 2013, while tablet revenue grew 86 percent) and eat out (83 percent use their smartphone to choose a restaurant while traveling.)+

Aside from the internal mobile activity of patrons and customers, this shift to mobile means that every retail and restaurant should be developing web applications, mobile applications, optimizing for mobile search, and ensuring their patrons connect socially and share reviews. Here’s why…

Russ Merz, Ph.D.'s insight:

Powerful reasons why it makes sense to think #mobile first when developing strategies for connecting with customers.

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MediaPost Publications M-Commerce To Be Majority Of E-Commerce By 2018 05/13/2014

MediaPost Publications M-Commerce To Be Majority Of E-Commerce By 2018 05/13/2014 | Mobile Customer Experience Management | Scoop.it

While actual sales made through mobile phones and tablets haven’t yet made a tremendous impact on e-commerce, Forrester’s just-released prediction is that those transactions will amount to $293 billion by 2018, a whopping 54% of all online sales.

Tablets are expected to drive $219 billion of those purchases, and smartphones $74 billion. And by the end of this year, writes analyst Sucharita Mulpuru, combined table and mobile sales are expected to total $114 billion, powered by media products, clothing and consumer electronics.

 

And while smartphone users currently outnumber tablet users by some two to one, Forrester predicts that tablets’ larger screens will lead them to top the total percentage of smartphone buyers within four years. Overall, she says U.S. online retail sales are still growing, and she expects a compound annual growth rate of 9.5% for the next five years, hitting $414 billion by 2018. (That’s about 11% of all retail sales, compared with its current 9%.)

 

In the larger e-commerce picture, apparel and consumer electronics continue to be the biggest purchases, generating more than 25% of the total volume this year. 

Russ Merz, Ph.D.'s insight:

Latest forecasts suggest that sales growth in #mcommerce activities will eclipse other forms of ecommerce within 5 years.

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Infographic: The Year of Customer Experience | newBrandAnalytics

As social platforms grow and expand in 2014, so does the amount that customers are saying and sharing on social media. 2014 is undeniably the year of the customer experience and this is all supplemented by social media. In this infographic we’ll discuss why now is the time to utilize social intelligence to perfect the customer experience and how you can take action.

 

  
Russ Merz, Ph.D.'s insight:

Good stats about the importance of customer experience.

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The last few inches of marketing is about relationship building

The last few inches of marketing is about relationship building | Mobile Customer Experience Management | Scoop.it

A different digital world is on the horizon: one of sensors and beacons ready to pinpoint our location to within a few inches.


And marketers are eager to take advantage of this new opportunity.

Only these last few inches of marketing aren't about sales opportunities and customer conversions. They are about trust and relationships.

 

Marketing has pushed, pulled, and evolved a lot over the last few decades to one end: getting closer to the consumer.

 

Think about just the transition from traditional marketing to digital marketing. With digital, marketers are able to have one to one conversations with their audiences, they can analyze and understand audience behavior through different digital touchpoints, providing a much more personalized experience.

 

You can’t do that through a magazine article or advertisement. Digital has enabled a truly fundamental change to the way that marketers engage with their audience.

Russ Merz, Ph.D.'s insight:

An interesting thought provoking article about the emerging world of sensors, iBeacons, and the promise of location based marketing.

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