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Bricks and Mobile - Great Expectations
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Bricks and Mobile - Great Expectations

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The online consumer waited patiently as retailing matured online. Not true for mobile. A look into the high expectations mobile consumers have, and how it can impact much more than just mobile. What …

The online consumer waited patiently as retailing matured online. Not true for mobile. A look into the high expectations mobile consumers have, and how it can impact much more than just mobile. What should Retailers think about heading into 2012? Looking ahead, what are the bigger thinking questions to consider?


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  • Transcript

    • 1. Great
Expecta+ons Rick
Blair OpinionLab
    • 2. 29:59
    • 3. photo credit: best-ski-resorts-ever.com
    • 4. photo credit: super stock
    • 5. consumerexpectations are high
    • 6. in 1996: google.com wasn’t around microsoft released ie356k modems...came in 1997
    • 7. video credit: apple
    • 8. video credit: apple
    • 9. in 30 seconds(and on a 3g connection, no less)searched for an app, using only browsing!downloaded a (12mb) appopened delta appgot a boarding passopened a starbucks apppaid for coffee via bar code scan
    • 10. video credit: rrrrrrrroooooooo via youtube
    • 11. video credit: rrrrrrrroooooooo via youtube
    • 12. consumer view: same stuffdifferent screen
    • 13. more than think the mobile 1/2 experience should be better than in store or webtealeaf/harris interactive 2011 mobile study
    • 14. 4/5 have experienced a problem with mobile transactionstealeaf/harris interactive 2011 mobile study
    • 15. 23% cursed at device11% screamed at it4% threw it
    • 16. think there is75% no excuse for a mobile transaction not completing on the first trytealeaf/harris interactive 2011 mobile study
    • 17. said they were less likely to buy 66% from the same company via other channels if they experienced a problemtealeaf/harris interactive 2011 mobile study
    • 18. multi-channeleverything
    • 19. mobile webvs. appconsider all the existing functionality that’sthere today
    • 20. listen!app reviews are loaded with great ideas(both what and what not to do)
    • 21. measurethe right stuff
    • 22. ppf (percent positive feedback) interactionsengagement rate
    • 23. Mobile Measurement Framework Proposes a new set of measures that transcends devices, platforms, and channels. This new framework introduces for the first time ubiquitous measures of success across the entire digital landscape. visit opinionlab.com
    • 24. thanks rick blair opinionlab.com @opinionlab

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