I recently heard a director of digital and e-commerce of a retail brand say, “we don’t really care about mobile” and nearly shat myself.
I’d recently had Mexican, and it wasn’t agreeing with me.
I’m kidding…their statement did almost cause an involuntary bowel movement.
Luckily I have a strong sphincter (read: I do kegels) and the crisis was avoided.
I was, however, momentarily stunned by the statement of someone I assumed knew that mobile commerce was one of the largest contributors to retail revenues in 2015 – to the tune of a projected $104 billion according to Internet Retailer.
With mobile accounting for more than 30% of all US e-commerce traffic, I chalked the executive’s statement to early morning alcohol consumption, clandestine drug use or undiagnosed Turrets.
But as I thought on it further, I realized that perhaps the functional addict of an exec was actually on to something.
A decade ago websites were the holy grail for e-commerce.
Five years ago SMS was an absolutely essential component of brands’ marketing strategies.
A few years ago having a mobile site or app was critical to a brand’s success.
And now brands are weighing the importance of having a wearable strategy.
All this to drive traffic, increase engagement and conversions on websites, mobile sites, and apps.
With the advent of IoT, wearables, ‘smart’ devices, and thin clients are going to enable incomprehensible levels of engagement – making the actual platform used to connect virtually irrelevant.
This shift is changing the way we interact with the world around us and the brands that want to reach us.
So in honor of the wayward exec I maligned, here is my top 5 list for preparing for an IoT world.
1. Accept that people are always on.
We are always reaching for our devices. Sleep seems to be the only time we’re not literally on our devices. But with devices like the Apple Watch doubling as a nightstand clock/alarm clock, we’re closer than ever to achieving actual ‘always-on’ status. At a glance, we can get weather updates, stock tips, heath status, schedule and virtually any random piece of information one desires. No longer are we required to ‘boot up’ a computer or suffer some cumbersome process in order to get information. Today, we can just ask Siri, Cortana or any of a dizzing number of virtual assistant (even on our damn tvs!) and activate/initiate some desired action. With IoT, there’s no going back.
2. Be diffuse but don’t dilute.
Once upon a time, mobile sites we trimmed down versions of full desktop sites. The thought process was that with the smaller real estate, users wouldn’t be able to process the same amount of information, and that information overload was the equivalent of a poor user experience. So many brands opted for ‘brochure’ mobile sites, stripped of the functionality available of desktop sites save a few basic options. Today we know better. With smart phones housing increasingly powerful processors, greater real estate for presenting content from larger screens, and loads of data about mobile user behavior, having a mobile site that functions like a full desktop site or offers the same utility, and is adapted to mobile user behavior ensures that you’re enabling your users rather than hampering them. In the age of IoT, brands will become adept at applying the lessons learned in mobile to wearables to avoid watering down utility.
3. Meet your audience where they are.
I’m sure you’ve heard of brands adopting a multi-channel or omni-channel strategy as it relates to targeting their users. Basically, these terms refer to the evolving mindset that you can no longer build it and expect them to come. Today, you’ve got to meet them where they are, which increasingly requires that you first understand where they are, and second how to engage them in those spaces. You cannot simply say, “I’m going to make my website available on mobile and tablet devices and wearables” (unless you want to fail miserably). Yes, you should have an approach or strategy for intelligently being present in the spaces your users are, but don’t blunt the efficacy of your presence with a one-size-fits-all mindset.
4. Build bridges back to you.
I once received an email offer in my inbox with no hyperlink to a landing page or the website for the offer itself. There was no specific call to action or clear indication of how to take advantage of the promotion. Outside of communicating that there was a sale, the brand didn’t make it particularly easy to take advantage of it. Major miss. If you’re a brand with a compelling offer, make sure that you make it super simple for recipients of that offer to take advantage of it. For example, if you’re offering 20% off at checkout and that ad is my entry point, make sure there’s a cookie that auto fills the promo code box at checkout and the user doesn’t have to backtrack to find the code.
5. Think like a user.
I recently read an article about a shopping app, in which the app’s creator was the first user/shopper. The article went on to explain how the app’s creator continued to use the app to shop, even though he had thousands of shoppers and a staff of thousands. Why? Because knowing the user experience from a first person perspective was critical to ensuring that the app contained to meet the needs of shoppers. As a brand, it’s one thing to have an idea and quite another to see how you idea manifests in the real world. Make sure you’re putting down your marker, stepping away from the white board, and walking in the shoes of your users to know exactly what their experience is in the real world. As a corollary to this point, make sure you build personas which speak to the different types of people who will engage your brand, so you’re thinking through not one user journey, but the many possible user journeys of the various users.
Stephen Chukumba 