At this time last week, I was leaving INBOUND14, HubSpot’s annual conference, which brought together some of the biggest and brightest in marketing, technology, e-commerce and business.
Over the course of four days, I sat through numerous keynotes, talks, breakouts and hands-on learning sessions, led by industry titans like Malcolm Gladwell, Simon Sinek, Guy Kawasaki and Martha Stewart.
Yes. I said Martha Stewart.
I finally had a chance to go over all my notes in Evernote (I’m kinda digging Evernote, y’all) and I’ve put together a list of my top ten takeaways from Inbound 2014.
1. It’s all about context.
While everyone is talking about mobile, mobile, mobile, we should be talking about mobile in context to the overall user experience. Our focus should be on how optimizing users’ interaction with our brands regardless of entry point (desktop, tablet, mobile or kiosk).
2. Experience over technology.
If you line up two similar products, side-by-side, the one that performs better is the one that’s going to win. When you’re competing for users’ time, attention and money, you’ve got to create an exceptional, seamless, quality user experience, for all touch points. Brands should focus on ensuring that their website, mobile site, application, or products enhances the user experience.
3. Blend the physical with the digital.
Users are expecting brands to provide them with greater information to enable them to make informed decisions in real time. The best brands are allowing users to seamlessly move from physical (a product with a QR code) to digital (which is scanned and provides product information and “Buy Now”, “Add to Wishlist” or “Email to a Friend” options) are the brands that are going to win.
4. Think customer first.
Old school marketing put the brand voice first. New school marketing puts the consumer voice first. Today’s engagement focuses on the consumer and is tailored to address their needs. More listening and less talking. When designing online, mobile or interactive experiences, the focus should be on building (or deepening) brand equity rather than selling.
5. Rethink mobile.
Stop thinking of the mobile device as THE entry point, and start thinking of it as AN entry point. Rethinking mobile means placing the consumer at the center of your strategy (and not the device). It means realizing that sometimes a user is not going to want to interact with you via mobile, and being okay with that. It means to stop comparing mobile to desktop (and expecting engagement, conversions, page views, time on site, etc.) to be the same. It means that if the user is spending any time with your brand over any medium, you’re doing something right.
6. Stay fluid.
It’s very easy to be set in your ways. But it’s better to be agile and responsive. You should always be listening, be prepared to react and be willing to change. Users respond favorably when they know you’re listening, paying attention to their concerns, and implementing solutions that make interacting with your brand easier or more fulfilling.
7. Think holistically.
Sometimes, the best way to engage users may, in fact, be offline. Since we always have our mobile devices with us, brands have the ability to seamlessly marry our off and online worlds. By paying attention to more traditional modes of communication (billboards, text) brands can create numerous opportunities for engagement, where the medium is subservient to the message.
8. Subtract, don’t act.
One theme that was repeated throughout the sessions, was the importance of simplifying your apps to accommodate the user’s primary objectives when interacting with your brand. Brands like Hilton and Torchy Tacos simplified their apps to “bare bones”, which pushed engagement and increased their bottom line.
9. Think about why we are mobile.
While most of us equate “mobile” with “phone” it really means “the act of moving about freely.” Your mobile strategy should be about enhancing that sense of freedom, and not restricting it. Brands should focus on understanding the behavior of their users, and devising strategies that meet us where we are, rather than forcing us to interact in rigidly defined ways.
10. Facilitate experiences.
When it comes to mobile, your primary objective is to help people do what their doing better. Moreover, your mantra should be: “Don’t interrupt. Enhance.” Rather than simply push a new app, update or feature, focus on what your customers are doing and seek ways to enhance the user experience.
If you’re interested in checking out some really great recaps of the sessions, visit inbound.org.
