Your SlideShare is downloading. ×
Taking Mobile Commerce To The Next Level
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Taking Mobile Commerce To The Next Level

442
views

Published on

Published in: Marketing, Business, Technology

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
442
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
16
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Taking Mobile Commerce To The Next Level #NextGenMobile Webinar Sponsored by
  • 2. #NextGenMobile GoToWebinar Type question here
  • 3. #NextGenMobile Follow The Webcast On Twitter #NextGenMobile @RTouchPoints
  • 4. #NextGenMobile About Retail TouchPoints  Launched in 2007  More than 28,000 subscribers  Provide executives with relevant, insightful content  Free Resources such as White Papers, E-book, Webinars, Research and Podcasts www.RetailTouchPoints.com
  • 5. #NextGenMobile Submit Your Questions // Q&A Type question here
  • 6. #NextGenMobile Panelists Debbie Hauss Editor-in-Chief, Retail TouchPoints MODERATOR Andrew Morris Head of Content, Money 20/20 Mike Orlando CSO, Jumio
  • 7. Copyright © 2014 Money2020 LLC. All rights reserved. 7 June 4, 2014 Andrew B. Morris SVP Content & Business Development Money20/20 The Path from Mobile Shopping to Mobile Buying
  • 8. Setting the Stage 8 One key aspect of mobile commerce is that it is a self-service experience… Other customer self-service use cases show us that this can create both the best and worst experiences with a brand. Copyright © 2014 Money2020 LLC. All rights reserved.
  • 9. Customer Self-Service for Bill Payment 9 Sources: Morris Advisors Inc. Enrollments for online bill payment facilitate turning off the paper bill and ultimately engagement in customer self-service on the biller’s web site. If properly implemented, these investments can drive down costs while also increasing customer satisfaction. Customer Self-Service (“Call Deflection”) Online Bill Presentment (“Paper Turn-Off”) Online Bill Payment Cost of Billing, Payment & Customer Service Customer Satisfaction Rates Copyright © 2014 Money2020 LLC. All rights reserved.
  • 10. Customer Self-Service at the Airport 10 Well-executed customer self-service, such as Delta Air Lines’ airport kiosks and mobile app, save consumers time and create convenient, enjoyable experiences with the brand. Sources: Delta Air Lines company web site Copyright © 2014 Money2020 LLC. All rights reserved.
  • 11. But poor customer-self service is costly! 11 Damage to your brand Cost to remedy Lost revenues Reputational risk Competitive pressure Copyright © 2014 Money2020 LLC. All rights reserved.
  • 12. Key Question 12 Analysts tell us that mobile commerce is growing to a $500+ billion global opportunity… But why are US consumers doing more shopping than buying on their smartphones? Copyright © 2014 Money2020 LLC. All rights reserved.
  • 13. Global Growth of Smartphone Ownership Sources: “Internet Trends 2014,” Mary Meeker, Kleiner Perkins Caufield Byers, March 2014 Global Smartphone Quarterly Unit Shipments & Smartphone Users as % of Mobile Phone Users, 2009-2013 13Copyright © 2014 Money2020 LLC. All rights reserved.
  • 14. US Smartphone Penetration >80% Sources: eMarketer U.S. Smartphone vs. Tablet Penetration 2011-2014 14 Smartphone Tablet Copyright © 2014 Money2020 LLC. All rights reserved.
  • 15. Amazing Things We Do With Our Phones Sources: Business Today “10 Things Your Smartphone Can Replace” 15 Universal Remote Business Card Scanner Wi-Fi Hotspot Tape Measure Car Keys Television Health & Fitness Guide Home Control Wallet Barcode Reader Copyright © 2014 Money2020 LLC. All rights reserved.
  • 16. 7 Primary Motivations for Smartphone Usage Sources: “Seven Shades of Mobile” study, conducted by InsightsNow for AOL and BBDO, 2012. In the first phase, 24 users completed a seven-day diary and in-depth interviews. In the second, 1,051 U.S. users ages 13 to 54 were surveyed, data on 3,010 mobile interactions were collected, and the mobile activities of two-thirds of those users were tracked for 30 days. To marketers the prospect of reaching shoppers through their smartphones is tantalizing. But mobile doesn’t always mean on the go. New data show that 60% of consumers’ smartphone use happens at home. And users’ most common activity is not shopping or socializing but engaging in what researchers at BBDO and AOL call “me time.” Seven Primary Motivations The reasons consumers use smartphones can be broken down into the goals listed at right, along with the average monthly minutes and percentage of interactions devoted to each. 16Copyright © 2014 Money2020 LLC. All rights reserved.
  • 17. Global Growth of Mobile Commerce Sources: PFSWeb 2014 17 With mobile sales worldwide projected to be $626 billion by 2018, sales from mobile devices alone in 2018 could almost eclipse sales from all eCommerce devices in 2013 ($638 billion). Copyright © 2014 Money2020 LLC. All rights reserved.
  • 18. % of Smartphone Users that Engage in mCommerce Sources: PFSWeb 2014 18 Apparel and accessories were by far the most purchased products on mobile. In the U.S. and Europe, 39% of smartphone owners and 54% of tablet owners purchased from this category. Next highest physical good was books (23% smartphone and 29% tablet). Copyright © 2014 Money2020 LLC. All rights reserved.
  • 19. Smartphone as a Shopping Assistant Sources: Nielsen Mobile Shopping Report, Q3 2013 Comparing Activities Among Mobile Shoppers 19 Smartphone Tablet Copyright © 2014 Money2020 LLC. All rights reserved.
  • 20. Mobile Buying Happens Mostly on Tablets Sources: Nielsen Mobile Shopping Report, Q3 2013 Comparing Activities Among Mobile Shoppers 20 Smartphone Tablet Copyright © 2014 Money2020 LLC. All rights reserved.
  • 21. Barriers to Purchases on Smartphones Sources: “Mobile Commerce Compendium,” eConsultancy, June 2013 Why haven’t you bought anything online using your smartphone? 21Copyright © 2014 Money2020 LLC. All rights reserved.
  • 22. 67.91% Average Shopping Cart Abandonment Rate Sources: various, as noted above 62.30% according to Fireclick in 2014 69.20% according to Vibetrace in 2013 74.00% according to Barilliance in 2013 67.41% according to Coremetrics / IBM in 2013 78.00% according to AbandonAid in 2013 60.32% according to Triggered Messaging in 2013 74.23% according to SaleCycle in 2013 75.00% according to Listrak in 2013 67.00% according to Comscore in 2012 80.30% according to Rejoiner in 2012 61.85% according to Coremetrics / IBM in 2012 74.76% according to Fireclick / DigitalRiver in 2012 76.00% according to Listrak in 2012 72.31% according to Fireclick / DigitalRiver in 2011 62.31% according to Coremetrics / IBM in 2011 74.76% according to Fireclick / DigitalRiver in 2012 76.00% according to Listrak in 2012 72.31% according to Fireclick / DigitalRiver in 2011 62.31% according to Coremetrics / IBM in 2011 72.00% according to SeeWhy in 2011 71.00% according to SeeWhy in 2010 55.00% according to Forrester Research in 2010 63.68% according to Coremetrics / IBM in 2010 69.38% according to Fireclick / DigitalRiver in 2010 62.14% according to MarketLive in 2009 71.00% according to Forrester Research in 2009 63.19% according to Coremetrics / IBM in 2009 68.00% according to SeeWhy in 2009 62.01% according to Coremetrics / IBM in 2008 61.36% according to Coremetrics / IBM in 2007 59.80% according to MarketingSherpa in 2006 Average: 67.91% abandonment rate 22Copyright © 2014 Money2020 LLC. All rights reserved.
  • 23. Reasons for Mobile Shopping Cart Abandonment Sources: Mobify, February 2014 23 Distracting Design The most common reason for mobile shopping cart abandonment is distracting, overwhelming design. Unreasonably Long Forms Filling out long forms is one of the most dreaded actions for a mobile visitor. Cumbersome Enrollment Process It’s great to offer users the ability to create an account with your site but a poorly executed enrollment process can cause conversion rates to drop drastically. Unpredictable Checkout Flow An unpredictable shopping cart is an abandoned one. It creates too much anxiety in any shopper, especially if she’s on the go. Mobile Checkout Appears Insecure Many mobile users still perceive buying on mobile as a less safe option than desktop. Not Conducting A/B Testing Since every mobile site is unique, experiment with solving customer experience challenges through A/B testing. Copyright © 2014 Money2020 LLC. All rights reserved.
  • 24. Morris Thank You! 24 Andrew B. Morris Senior Vice President, Content & Business Development Money20/20 http://money2020.com/ (770) 686-3727 office (678) 596-5244 mobile amorris@money2020.com Copyright © 2014 Money2020 LLC. All rights reserved.
  • 25. © 2013 JUMIO, INC. – CONFIDENTIAL June 4, 2014 Webinar: Taking Mobile Commerce To The Next Level
  • 26. © 2013 JUMIO, INC. – CONFIDENTIAL 1.4 BILLION SMARTPHONES 1 BILLION PICS PER DAY 200+ MILLION M-PAYMENTS USERS Payments are Ubiquitous Cameras are Ubiquitous ABI RESEARCH 2013, 2 EDWARDS ARBITRON RESEARCH 2012 EXTRAPOLATION , GARTNER RESEARCH MAY 2012
  • 27. © 2013 JUMIO, INC. – CONFIDENTIAL UX Matters: Mobile customers are savvy and impatient Long 11 fields Short 4 fields increase in submissions 160%
  • 28. © 2013 JUMIO, INC. – CONFIDENTIAL Poor Mobile Experience = Customer Abandonment Too many fields Too small of a screen and keyboard Too much time Poor brand experience 66% of users abandon mobile forms Are you losing 2/3 of your mobile customers?
  • 29. © 2013 JUMIO, INC. – CONFIDENTIAL Jumio Solutions 1. Fastfill: Speeds mobile customers thru sign-up and checkout forms by scanning IDs, extracting data, and form filling 2 . Netswipe: Captures credit card data to speed customers thru payment checkout forms
  • 30. © 2013 JUMIO, INC. – CONFIDENTIAL Turn your customer’s smartphone into anID data extraction and population tool
  • 31. © 2013 JUMIO, INC. – CONFIDENTIAL Customer scans ID. Form gets populated.“Scan ID” Button is added.
  • 32. © 2013 JUMIO, INC. – CONFIDENTIAL 100+ countries Fastfill works with IDs from across the globe. Jumio’s patented technology offers data extraction from: Bar Codes or Image Recognition
  • 33. © 2013 JUMIO, INC. – CONFIDENTIAL ✓ Dramatically increase revenue ✓ Increase customer engagement ✓ Create a “wow” customer experience ✓ Reduce fraud and chargeback risk ✓ Increase customer satisfaction Credit Card Scanning & Validation Revenue Engagement Satisfaction Chargebacks
  • 34. © 2013 JUMIO, INC. – CONFIDENTIAL Remove Payment Friction with Netswipe YOUR MOBILE APP AT CHECKOUT | INTERACTION WITH NETSWIPE SDK ✓ Card Validated ✓ Customer Name filled ✓ 16 digit card # filled ✓ Expiration date filled ✓ CVV entered by customer Jumio API Activated Transaction completed Scan card or key entry options
  • 35. © 2013 JUMIO, INC. – CONFIDENTIAL Pay in under 5 seconds Fast = More Transactions Key Entry 55 SECONDS MOBILE PAYMENT ENTRY TIME: 5 SECONDS Save your customers 50 seconds per transaction
  • 36. © 2013 JUMIO, INC. – CONFIDENTIAL Drive Conversion *RESULTS SHARED WITH PERMISSION FROM TRAVELOCITY MOBILE APP CONVERSION RATE (%) Jumio customers enjoy an average 18-33% increase in shopping cart conversion 52%Key Entry 9% Average increase 18-33%
  • 37. © 2013 JUMIO, INC. – CONFIDENTIAL Flexible and Scalable Platform OS PLATFORMS: DEVICES: INTEGRATION TIME: Minimal developer time. Go live in weeks. PRICING MODEL: Flexible SaaS model * Month-to-month, annual or multi year terms * Limited or unlimited scans per month plans available Platform Specs
  • 38. © 2013 JUMIO, INC. – CONFIDENTIAL Safe & Secure ✓All data transmitted with 256k bit encryption ✓Full redundancy on Amazon EC2 and Rackspace ✓Meets local jurisdiction data requirements ✓24/7 network monitoring and Help Desk ✓Security management ✓Policies and procedures ✓Network architecture ✓Software design accreditation ✓Ongoing certification monitoring We apply stringent PCI protocols to PII data
  • 39. © 2013 JUMIO, INC. – CONFIDENTIAL Selected Clients & Recent Awards 2013 Awards
  • 40. © 2013 JUMIO, INC. – CONFIDENTIAL Thank you! Visit us at: www.Jumio.com Email us: www.sales@jumio.com
  • 41. #NextGenMobile Panelists Debbie Hauss Editor-in-Chief, Retail TouchPoints MODERATOR Andrew Morris Head of Content, Money 20/20 Mike Orlando CSO, Jumio
  • 42. #NextGenMobile Thank You For Joining Us! Download the slides from this presentation: http://rtou.ch/nextlevelmobile