We ’ ve all been at the coal face and run e-commerce and other retail channels for a variety of well known brands
Therefore we deliver actionable insight
We have clients in UK, Australia, US, Malaysia, Scandinavia, Germany, Croatia, Switzerland and Belgium
Our clients include Thomas Pink, Harrods, La Senza, Hotel Chocolat, Wilkinson, The Fragrance Shop
We’re a one stop shop
We don’t rely on our looks to earn a living...It’s a good thing too!
We don’t take ourselves too seriously but we take our clients and our deliverables for them very seriously
Big Thanks You’s
10CMS: James Brooke, CEO & Co-Founder
reevoo: Richard Anson, CEO and Co-Founder
netbiscuits: Tony Ion, Senior Sales Manager
Cathy Crawley, my co host
My wife Laura
Mark Lewis and Jeremy Wilson my business partners
The Content Coordinators
Filming: Director Nathan Sheppard
Content/Media Sponsor/Co-Producer: Jonathan Hall and Cranberry Panda
Photography: Anthony Antoniou
All pictures of this and previous events will be loaded up onto our new facebook page
Details will be sent to all Ecommerce group members after the event
Twitter correspondent: Helen Keegan. She will be tweeting live from @ecommerceli during the event
Joanna Perry, Special Projects Editor, Retail Week & Drapers
Maureen McDonagh, Ecommerce Director, Nectar
Nick Lisher, Marketing Director, MyDeco.com
Gabrielle Hase, Director Soleberry advisory
Peter Veash, MD, The Bio Agency
Craig Sullivan, Group Customer Experience Manager, Belron Group
Richard Yeo, Group CTO, The Digital Property Group (Findaproperty, PrimeLocation)
Rufus Evison, Head of Digital, EYC
A few thoughts on mobile
The HIPPO says “let’s have an iphone or an ipad app” “ let’s have an iphone or an ipad app”
Let customers choose how they shop with you
Mobile = THE game changer! In-store navigation Mobile acting as in-store ‘ sat nav ’ for shoppers with advice on where to find particular products or offers in-store Proximity marketing Retailers can leverage location-based marketing offers through mobile Barcode scanning/Image recognition Tools which allow shoppers to add items to their online basket by scanning items in the home e.g. Tesco ’ s grocery app M-commerce Development of mobile websites and apps which make shopping online more seamless for shoppers
Pop ups are all the rage and retailers are leveraging mobile and QR codes to drive sales QR codes to drive sales QR codes to drive sales
Developments in Asia lead the way - Over 500 of its most popular products, complete with QR codes which can be scanned using the Homeplus app - Products range from daily essentials such as milk and fresh produce, to pet food and stationery - Orders placed before 13:00 will be delivered to customers' homes on the same day
Woolworths launching pop ups in subway and train stations in Australia
So mobile is driving ‘buyability’ driving ‘buyability’
QR codes on product lables enable the customer to see more product info, buy in store, or add to bag and buy online buy in store, or add to bag and buy online
QR codes also help turn traditional advertising into ‘direct response’
15% of Ocado ’ s sales during H1 2011 came from its smartphone app
Debenhams took £1m through their iPhone app in the first 6 months
River Island will take over £2m this year through their app
The starting point for us...
How many retailers have a mobile compatible website?
Mobile can be the glue to bring customer engagement and the multi channel experience together and let customers shop they way they want to
Brands as curators of the mobile experience ( how to win the battle for consumer attention )
Mobile has the potential to destroy retail brands
Brand = Experience.
Mobile Experience = Content & Chrome
Apple Amazon Facebook Google Consumer Brand
Apple +58% Amazon + 32% Google +27% (Facebook - $80B IPO?) Source: Interbrand
Solutions : 1 – build own mobile platform 2 – build better experiences
Engagement means $ales.
The fight for engagement, is first a fight for attention.
To capture your audience’s attention, an experience must feel it has something different .
curator (from Latin: cura meaning "care")
Curated content is worth more attention, because you are more likely to find things of value in it…
Buying is curation
Merchandising is meta-curation
Are your mobile experiences placing the content... Centre stage?
Netbiscuits Best Mobile Web Publishing Platform 2011
London, November 24, 2011. A jury of industry executives at the UK's ME Awards affirmed Netbiscuits' pole position as the leading mobile web publishing platform. For the second time winning the Mobile Entertainment Award 2011 for ‘Best Mobile Web Publishing Platform’ at Mobile Entertainment Magazine’s annual ME Awards ceremony in London.
The impact of mobile on the evolving purchase journey 29 th November, 2011 Ecommerce UK Mobile Pecha Kucha
A new way to buy | Today’s purchase journey Today’s consumer purchase journey is complex , social and multichannel . 2
A new way to buy | Your own website and beyond 3 Offline The web & social web Mobile Your website
Consumer behaviour | Mobile shopping hits the mainstream 57 % 45 % of people own a smartphone of people use their phone to research or make purchases 4 Fly Research, September 2011
Consumer behaviour | Social content is in demand across all channels say social information (reviews or friends’ recommendations) are important influences on their shopping choices 83 % Fly Research, September 2011
Consumer behaviour | What are consumers doing with their phones? 6 26 % get advice from friends 27 % compare products 27 % read customer reviews 30 % check or compare prices online 35 % look up or search for product information Fly Research, September 2011
Consumer product reviews
Consumer retailer reviews
Price comparison sites
Mobile consumers | Influences and tools The mobile consumer uses: Our products provide you with the platform to help consumers make their buying decisions REEVOO Social Reach REEVOO Brand Response REEVOO Conversations REEVOO Mark REEVOO Reputation
Mobile and social
Mobile is the true multi-channel bridge, empowering consumers with the content they need in order to purchase , at any time , in any place .
Combining mobile and social | Tesco 9
Combining mobile and social | Best Buy 10
Combining mobile and social 11
We are Reevoo 12 Reevoo makes world-leading social commerce solutions used by more than 150 companies , including Sony, Orange, Octopus Travel, Tesco and Dixons. Our reviews, recommendations, conversations and social integration solutions deliver an average sales uplift of 18% for our customers.
Thank you Richard Anson CEO and Co-Founder Reevoo www.linkedin.com/in/richardanson http://b2b.reevoo.com +44 (0)20 7654 0331
Our Moderator: Joanna Perry Joanna Perry
3 apps built in-house for Nectar, Sainsbury ’ s and BP
Over 1m downloads so far
iOS, Android and Nokia Symbian
60:40 males aged 18-44
High conversion rates
Committed in-house team
New eCommerce option
Private and confidential - 2 - Main presentation title 11/29/11
eCommerce in the palm of your hand Private and confidential - 3 - Main presentation title 11/29/11 1. Collector logs in and goes to “Collect”, selects retailer 2. The points / £ rate is shown 3. Swiping left/right also gives further retailer text 4. Tap the button, and the retailer’s site opens in Safari – start shopping! Collect points on your mobile shopping – “eShops on your iPhone”
7 key learnings
What are your goals? Are they aligned to overall objectives?
Analyse your audience, how are they using the app?
How do you want them to use the app? Its not about downloads but how many users come back and engage?
Good user experience is essential – don’t replicate desktop to mobile
Test – once its live its live!
Re-imagine channel – how can you tap into new boundaries?
Understand what is coming up – NFC, multi-channel, image recognition and how this fits into your goals?
Private and confidential - 4 - Main presentation title 11/29/11
Thank you Maureen McDonagh, E-Commerce Director [email_address]
Nick Lisher Marketing Director mydeco.com Room for engagement
141% Increase in average order value online from customers who use the 3D Home Planner These customers are 66% more likely to repeat purchase.
Gabrielle Hase: Now for something a little different! Now for something a little different!
The BIO Agency
The he art of mobile conversion
Craig Sullivan, Belron ®
Craig Sullivan, Belron ®
Growth: Handset reach Performance User Experience
Miniatures are wonderful
Nice day at the office dear?
Visitor Device Context Location Goals
Multi channel and platform Insight
Device & Screen compatibility
Copy and text decoration
How you handle redirecting mobile traffic
Keep keyboard input down
Fold is critical apart from long form content
“ To the user, the interface is the product” Jono, Mozilla Labs
Joshua Bixby Strangeloop Google Site Speed (Live!) Steve Souders
Solution http://media.site.com/ ov2VWoVcS@h1o8@DrTJ913yL7a0j ?w=400&q=70 Mobile Search Results Page Image Mobile Property Details Page Image http://media.site.com/ ov2VWoVcS@h1o8@DrTJ913yL7a0j ?w=120&q=70&s=1 multiply by, iPhone, iPad, Mobile Web, Connected TV, etc. Use a real-time Image Transformation Service such as www.elasticera.com
Responsive Design / Media Query Shrinking window to size of mobile display resizes image However file size is the same i.e. Image is not really optimised for mobile device as shrunk to fit on device rather than dynamically generated by server at optimal size
The number of smartphones sold in China has outpaced that in the US for the first time, according to analyst house Strategy Analytics.
In the third quarter of 2011 Chinese smartphone sales rose 58 per cent, with 23.9 million units shipped. By comparison, US smartphone sales slid down seven per cent to 23.3 million units. The US still far outpaces the Middle Kingdom in terms of the value of handsets sold, but that too looks certain to change over time.
“ In revenue terms there’s still a long way to go before China overtakes the US in smartphones,” Linda Sui, analyst at Strategy Analytics told The Register. The key driver in China was the under-30s middle class youth market, she said, who were flocking to buy handsets now that they had the money to do so.
According to Strategy Analytics’ data, Nokia is the most popular single brand of smartphone in China, with 6.8 per cent of the market, compared to Samsung’s 4.2 per cent. The bulk of this is down to Nokia’s legacy of Symbian smartphones, which still hold a considerable position in the market. The next year or so, during Nokia’s transition to Microsoft’s Phone 7 platform, will be crucial to the Finnish company – but its market position depends as much on European tastes as those of China.
“ If consumers in the European Union really like Nokia’s new handsets, then Chinese consumers will take a lead from that,” Sui explained. “Domestic demand is, to an extent, driven by the styles that sell in the EU and North America.”
What is exciting in mobile?
How we can aid talking to the customer In the ways they want to listen
Social media is generally available and used on mobile phones
A few statistics: Facebook 800m people Twitter 190m people = FourSquare 10m people
A few more statistics: (Caveat I cannot back these up as the person who gathered them for me was not available)
80% of people use a mobile during ‘miscellaneous downtime’ 76% use their mobile while waiting in queues or while waiting for appointments 69% of smart-phone owners have used their mobile for PoS research 62% use their mobile while watching TV 50% of mobile users use the internet through their phones