Tag Archives: wearables

Mobile is dead. Long live mobile. 5 tips for brands in an untethered world

mobile is dead

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.

water down

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.

meet people 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.

hyperlink

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.

personas

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.

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2015 is The Year of Mobile and 5 other predictions

crystal-ball

Around this time of year, you’re going to be inundated with “resolution” and “prediction” posts, with folks proselytizing on their views of tech trends for the upcoming year.

Your boy is no better.

But unlike these other jokers at Mashable, Techcrunch, Gawker, et al., who spend time researching, interviewing experts and reviewing industry reports, I simply comb through their work, cherry-picking the tastiest tidbits and regurgitating their work as my original thought.

I kid, I kid.

But seriously.

The end of the year provides a great opportunity to review the wins, hits or misses or the previous year and reliably forecast what may happen in the year ahead.

There have been a number of interesting developments over the past year, which give me confidence to say that 2015 will be the year of mobile.

For example, there are more mobile devices than people on the earth.

Let that sink in for a moment.

That’s significant, especially if all of these people are browsing from their mobile devices.

Even if only half of them utilize their mobile devices as the primary means for getting online, brands that aren’t mobile-enabled are going to see their bounce rates increase and revenues decline, as folks abandon them for sites that are mobile optimized.

But rather than talk about how mobile will impact brands generally, here are my top five mobile predictions for 2015.

1. Mobile payments are going to take off. With Apple Pay already being adopted by 220,000 vendors, the mobile payment trend is undoubtedly going to grow. Apply Pay joins other established mobile payment solutions, like Google Wallet and PayPal, and newcomers, like LevelUp and Paydiant, as well as a host of others scoping the mobile payment space, including Square and Swipely. With folks taking privacy and security seriously, e-commerce sites and mobile applications that allow users to avoid the necessity of having to manually input payment details over insecure wifi networks, will undoubtedly be the preferred method for completing online transactions.

This year, I predict mobile payments becoming a standard.

2.  Mobile sites will proliferate this year. As brands start to realize that customers are spending increasing amounts of time on mobile devices, getting in on this action will be a critical strategy to engagement. Last year, the average person spent almost 3 hours a day on their mobile devices. That’s more time than they spend online, and this trend will likely continue. With streaming services offering television-like abilities, mobile may eventually outpace tv. But at a very basic level, this year brands will acknowledge that the failure to have a mobile site (either mobile enabled or fully responsive) is a distinct competitive disadvantage.

I predict the number of mobile sites will invariably grow at a tremendous pace this year.

3. Widespread adoption of auto-fill. Retailers bemoan cart abandonment as the bane of their existence. Over 68% of e-commerce shopping carts are abandoned. The holy grail for online shopping involves seeing shoppers through checkout. But for mobile shoppers, there is nothing more frustrating than having to complete payment and shipping forms on their mobile device. Payment options like PayPal or Amazon One-Click save users from filling out many of the fields required to complete their online purchases, but too few online vendors are set up with streamlined payment processes. And while a fine tuned checkout doesn’t necessarily equate to fewer abandoned carts, it couldn’t hurt!

Auto fill is a simple and easily implemented solution, that can occur at the browser or native (device) level, which will enable users to quickly and securely complete online forms, typically with one click, dramatically reducing the amount of time (and frustration) required to complete payment or shipping information (or forms of any kind). Google Chrome has already implemented the ability to auto fill forms in both full HTML and mobile web browsers, and many of the mobile payment solutions described above, also include the ability to complete non-payment forms as well.

I predict widespread adoption of mobile autofill solutions, as more players enter the space and users become more conversant with these types of platforms.

4. Mobile loyalty programs will grow. Nearly every retailer I frequent has some sort of rewards program. Stores like Anthropologie, Sephora, CVS, Modell’s, Target, and ShopRite all have rewards programs tied to a keychain or wallet-sized reward card that patrons can present at checkout to earn points or qualify for rewards. But 2015 will see an increasing number taking advantage of Passbook or eliminating cards in favor of mobile loyalty or punch cards. Instead of having to present a loyalty card, users will simply whip out their cell phones flash a QR code and transmit their rewards or loyalty account info, similar to how Starbucks and Dunkin Donuts’ mobile rewards work.

I predict that 2015 will see more brands taking advantage of the convenience of mobile loyalty and release Passbook-like offerings of their own.

5. Wearables will change the mobile landscape. In the not-too-distant past, when you thought “wearables” a massive virtual reality helmet was probably all that came to mind. But with Oculus Rift making wearable headsets more like goggles, and less like NFL helmets, the concepts is more palatable. The definition of wearables has extended from virtual reality headsets, to Google Glass to fitness devices like the Nike FuelBand, the Fitbit tracker, the Apple Watch and Android smart watches. Wearables will open a whole host of smart applications, devoted to health and fitness, as well as medical diagnostics.

I predict that wearables will have a breakout year in 2015, driven primarily by the Apple Watch, but supported by advances in Android wearables, the proliferation of 3D and augmented reality applications adding rich virtual layers to users’ real life experiences.

What are your mobile predictions for 2015? Feel free to comment and share!

Happy New Year!

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