Mapping the Mobile First Customer Journey

This document discusses how consumer shopping behaviors are converging online and offline as mobile technologies emerge. It outlines how consumers now use their mobile devices to discover products, get opinions from friends, compare prices, create shopping lists, share purchases, and receive coupons. The document also notes that retailers can engage shoppers across the new consumer journey by providing personalized recommendations, incentives, and hands-free payment options using mobile technologies. It encourages retailers to embrace new consumer behaviors and enhance the shopping experience through mobile.

Presentation made at Mobile Shopping 2016 at the Hilton Hotel in Canary Wharf, London in February 2016.

Mobile advertising spend is up 80% over the last year, but sales from mobile represent only 1% of commerce. While initial mobile performance seems low, analytics tools cannot fully measure mobile's impact because they fail to track how consumers use multiple devices before purchasing. To better understand mobile's influence, retailers must analyze consumer behavior and measure metrics beyond single-device transactions, such as how mobile drives in-store sales and new customer registrations.

1) MENA consumers, especially in the UAE, are among the most connected globally, spending significant time daily on social media and using multiple devices. 2) Researching products online and purchasing offline is common, and showrooming has become a widespread practice. 3) Consumers heavily rely on peer reviews and opinions when making purchase decisions, more so than expert opinions. 4) To better serve digitally savvy customers, businesses need to create seamless omni-channel experiences, equip salespeople with digital tools, and customize experiences based on consumer profiles and behaviors.

The document is a guide from Mobile Marketer profiling 25 women to watch in mobile marketing in 2013. It includes short biographies of each woman, their role and priorities for 2013. Some of the women featured work for brands like Sephora, Coca-Cola and Google. Others work for agencies, research firms, and mobile service providers. Many emphasize the importance of mobile first strategies and helping clients realize mobile's long term opportunities and challenges beyond the hype.

Mobile marketing is an opportunity that should be leveraged rather than feared. Agencies need to get over their fear of mobile marketing due to the large growth in mobile usage and advertising budgets moving to mobile. Mobile advertising works best as part of cross-media campaigns and dialogues. Numbers show that mobile users are an attractive demographic for advertisers and agencies should explore mobile marketing opportunities rather than focusing only on traditional media. With the right third-party partners, agencies can develop effective mobile marketing strategies and campaigns without extensive technical expertise.

We found that marketers could be making a 49% ROI mistake by omitting one simple thing from how they measure and optimize their marketing: phone calls. Learn more about our research.

M-commerce (mobile commerce) is the buying and selling of goods and services through wireless handheld devices., and it is known as next-generation e-commerce.

This document summarizes a presentation on mobile commerce. Key points include: - Mobile now influences a significant percentage of retail sales, with smartphones driving $35 billion in online sales and $244 billion in influenced offline sales in 2015. - As a result, retailers are prioritizing mobile experiences over other initiatives like site redesigns. However, mobile spending remains a modest percentage of overall marketing budgets. - Shoppers conduct significant mobile research both online and in stores before purchases. They use their phones for tasks like price comparisons, reviews, product info, and coupons. - While mobile commerce is growing, many shoppers still find the mobile shopping experience limited compared to desktop. Device fragmentation also challenges retailers.

This document discusses a study conducted by Latitude 42 on next-generation retail and mobile shopping. The study surveyed over 900 smartphone users across the US and UK. It found that 63% expect to do more mobile shopping in the future. Mobile shopping is popular for its convenience, with many shopping from home or on the go. The study also found opportunities for retailers to better integrate digital and physical shopping experiences using consumers' mobile devices.

We asked 20 influencers - marketers, product experts, analysts, and journalists - to share their vision of the future of mobile marketing. Scroll through their predictions, then join the conversation on Twitter using the hashtag #DT2020.

This document provides an overview of the mobile commerce market and outlines different approaches businesses can take. It discusses key players in mobile payments like NFC wallet and cloud wallet providers. NFC wallets rely on a secure element in the device while cloud wallets are hosted remotely. The document also touches on mobile banking and application development approaches. Overall, mobile commerce is a large and growing market but faces challenges from fragmentation, regulations, and consumer adoption of new payment methods.

This document discusses the impact of mobile devices on local businesses. Some key points: - Mobile now accounts for 12% of global internet traffic and over 50% of local searches are done on mobile. - For local businesses to be competitive, they need a mobile-optimized website or app and to rank highly in local search results. - Customers now expect to easily access business information from their mobile devices and often purchase shortly after searching on mobile. Having a strong mobile presence is important for local businesses to capture these customers.

Brian Solis on the future of Social Media, B2B, and business - http://twitter.com/#!/ericschwartzman/status/53928410552078336

Mobile content marketing involves creating and sharing content optimized for mobile devices to engage users. It discusses the rise of smartphones, defines mobile content marketing, and provides tips and strategies for keeping users engaged through mobile platforms. The benefits of mobile marketing are also covered, and a discussion question asks about businesses that provide engaging mobile experiences and those that could improve.

Mobile app usage is rising dramatically while desktop usage declines. Nearly 90% of mobile internet time is spent in apps rather than browsers. Most users have 10+ apps installed and spend over half their mobile time on social and communication apps like Facebook, WhatsApp, and Instagram. Younger generations especially millennials and Gen Z are heavy mobile app users, opening apps over 50 times per day, and they are key audiences for mobile marketing. Video apps see the most consumer spending of any non-gaming app category.

What does SOLMO mean? This presentation explores three of the biggest trends in digital marketing - social, location and mobile. It was originally presented at the Melbourne Business School Digital Club launch. We hope you enjoy it!

This document discusses Marketo's engagement marketing platform and solutions. It provides an overview of the platform infrastructure, email services, and integration services. It then describes Marketo's applications for email marketing, mobile marketing, consumer marketing, customer base marketing, lead management, and other solutions. Each solution is depicted visually with icons. The document also notes upcoming changes to Marketo's packaging of applications.

Learn how mobile has changed customer engagement, the impact of these changes on marketing measurement, and key takeaways and strategies for success.

This document discusses how successful brands are doubling down on digital marketing to fuel customer engagement and retention in the era of the connected consumer. It notes that digital marketing spending is increasing rapidly and will account for the majority of marketing budgets by 2019. It also outlines how consumers are more informed, empowered, and demanding due to digital technologies and highlights the importance of data-driven personalized marketing across channels to optimize the customer experience at every stage of the customer lifecycle.

Understand key elements of the mobile customer journey when building new or improving mobile applications for your business.

Сергей Тихомиров, руководитель направления Omnichannel в LiveTex, рассказал о мэппинге контента с buyers persona на разных стадиях продажи. - Как создать CJM: шаблоны, примеры, рекомендации - Как упростить, а не усложнить свою стратегию - Как не бросить клиента и разделить с ним путь Презентация с конференции по контент-маркетингу в b2b Inbound Sound в Санкт-Петербурге, 21 мая 2015 г. www.itsounds.ru

This document discusses consumer behavior and the consumer decision-making process. It identifies 5 roles in the purchase process: initiator, influencer, decider, buyer, and user. It outlines the consumer decision process as need recognition, information search, evaluation of alternatives, purchase, and post-purchase evaluation. Key influencers on consumer behavior are discussed as the buying situation (extended problem solving, limited problem solving, habitual problem solving), personal influencers like motivation and personality, and social influencers like culture, social class, and reference groups.

How can supermarkets employ rich and two-way messaging to increase app usage and drive engagement with their app users? Donky will show you how!

The document discusses the efforts of VDAB, the public employment service of Flanders, to transition their website and digital services to be mobile-friendly. It outlines how VDAB analyzed usage data showing a large increase in smartphone usage and developed a responsive website in an iterative process, starting with key job search functions before rolling out to more site sections. The presentation provides recommendations for other organizations to initiate change by starting small, involving stakeholders, and scaling solutions without breaking existing services.

Nesta apresentação você terá uma visão geral do que a Plataforma Salesforce Marketing Cloud pode fazer por sua empresa, incluindo: 1. Visão Geral da Plataforma Salesforce 2. Apresentação da Salesforce Marketing Cloud 3. Visão Detalhada dos Produtos da solução. 4. Marketing Cloud Mobile 5. Inteligencia Preditiva 6. Social Customer Service 7. Journey Builder - Jornada integrada em Múltiplas Mídias 8. Facebook Active Audiences 9. Journey for Apps - a Jornada em seu Aplicativo Mobile. 10. Casos de Sucesso 11. Outras soluções para seu negócio.

Let there be no doubt: mobile should be prominent in every digital strategy today. Actually you should even start all reasoning from "mobile first". But the concept "mobile" is not a technology, nor is it a specific device with it's specific screen size. Mobile stands for the fundamental change in the decision making process of consumers. Using this insight as the base of all your strategies will deliver results. We dig deeper into this strategic approach during this presentation.

UX Research

1) Today's digital consumers are more connected than ever, constantly accessing content across multiple devices like smartphones, tablets, and smart TVs. 2) Device ownership has reached critical mass, with the average American owning 4 digital devices, including smartphones owned by 65% of households. 3) Hispanics are early adopters of digital technology, with 72% owning smartphones and spending over 90 minutes more per month watching online video than the average American.

a TU Delft course on customer journey mapping for the course 'context and conceptualisation', november 13th 2010.

Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey

This document summarizes key insights from a McKinsey presentation on customer journey analytics and big data. It finds that companies are storing large amounts of data but few know how to extract value from it. Analyzing customer journeys rather than individual touchpoints provides more predictive insights into customer satisfaction and churn. Mapping important customer journeys in an industry reveals opportunities to improve the customer experience and reduce costs. The presentation provides an example of a retail bank that identified ways to decrease service costs and improve customer satisfaction by analyzing its customer journey data.

Apps and Ads – The mobile app economy is a maturing ecosystem, and top brands, agencies, publishers and developers are combining the power of apps with new forms of advertising to create great campaigns that engage consumers in the mobile moment. The Mobile Media Summit kicked off in 2015 with its third annual event in San Francisco. This year’s theme is “Apps and Ads” where top brands and agencies discuss how they are using apps in the marketing mix and focusing on making money in the hot mobile media landscape.

This presentation was given at The Trinity Forum in Taipei September 21, 2014. The Trinity Forum is a think tank for Airports, Brands and DutyFree/Travel Retailers hosted by ACI - Airports Council International and The Moodie Report. This presentation gives top line insight on how disruptive technology is changing the experience for travelers and how IBeacons, Smartphones like the Iphone6, wearable technology, mobile payments, applications and Social Media can now be harnessed in more powerful ways.

This document summarizes the state of the Local Search Association (LSA). It discusses that LSA has over 300 members, including 33 new members in 2015. It outlines the board of directors and provides a brief financial summary, noting that in 2014 LSA had a net income of -$132,000 with reserve funds of $8.9 million. The 2015 budget anticipates revenues and expenses of $7.4 million.

It’s been said many times: mobile is eating the world. As a result the digital customer journey as we know it is not only outdated, perhaps it has become irrelevant. In an era where consumers check their smartphones 150 times a day, and where 87% of millennials admit that they have their smartphone at their side all the time, perhaps it’s time for marketers to rethink the customer journey and invest in a customer engagement model that is centered around the customers’ first screen, the mobile phone.