WHY MOBILE WILL
BE IS THE FUTURE OF
CUSTOMER
ENGAGEMENT.
© placeit.net
Three Reasons Businesses Go Mobile
18-Mär-14 | © candylabs GmbH | 2
Smartphone
shipments
accelerate
Mobile
engagement
is h...
0.0
0.5
1.0
1.5
2.0
2.5
3.0
2012 2013 2014E 2015E
Billions of units
Mobile Phone
Tablet (Ultramobile)
Other Ultramobiles (...
0
10
20
30
40
50
U.S. Italy U.K.
Hours per month
Mobile
Web
Three Reasons Businesses Go Mobile:
2. Mobile Engagement Is Hi...
Mobile users are almost twice as likely to share
7.7%
4.1%
0%
2%
4%
6%
8%
10%Percentage of
total activity Mobile
Desktop
T...
MOBILE IS A STRATEGIC
INVESTMENT
Three Ways to Monetize Mobile
18-Mär-14 | © candylabs GmbH | 7
Acquire
more
customers
Increase
customer
retention
Decrease...
Three Ways to Monetize Mobile:
1. Acquire More Customers
18-Mär-14 | © candylabs GmbH | 8
Users say mobile-friendly experi...
Three Ways to Monetize Mobile:
2. Increase Customer Retention
18-Mär-14 | © candylabs GmbH | 9
Users say non mobile-friend...
Three Ways to Monetize Mobile:
3. Decrease Operational Costs
18-Mär-14 | © candylabs GmbH | 10
Eliminate intermediate and ...
CASE STUDIES
THE VALUE ADDED BY MOBILE
18-Mär-14 | © candylabs GmbH | 12
Proof of Concept / Startup
Company Uber, Inc.
What is it about Connecting passengers wit...
Comparison: Classic Taxi vs Uber
18-Mär-14 | © candylabs GmbH | 13Source: The Wall Street Journal (Accessed March 2014) ht...
18-Mär-14 | © candylabs GmbH | 14
Proof of Concept / Corporate
Company WPP Communications,
Germany
What is it about Optimi...
Comparison: WPP Damage Report,
Old vs. Improved Process
18-Mär-14 | © candylabs GmbH | 15Source: The Wall Street Journal (...
Comparison: WPP Damage Report,
Old vs. Improved Process
18-Mär-14 | © candylabs GmbH | 16Source: The Wall Street Journal (...
Follow us:
candylabs GmbH
17.03.2014
info@candy-labs.com
www.candy-labs.com
/candylabsHQ /user/thecandylabs/candylabsHQ
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Why Mobile Is The Future Of Customer Engagement

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Explaining the trends in mobile by leveraging figures in shipments, engagement & social behaviour; delivering proof of concepts by two case studies.

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Why Mobile Is The Future Of Customer Engagement

  1. 1. WHY MOBILE WILL BE IS THE FUTURE OF CUSTOMER ENGAGEMENT. © placeit.net
  2. 2. Three Reasons Businesses Go Mobile 18-Mär-14 | © candylabs GmbH | 2 Smartphone shipments accelerate Mobile engagement is higher Mobile is a social technology 1 Billion smartphones shipped in 2013 vs. 300K PCs & Notebooks 42 Hours per month using mobile vs. 29 h/month surfing on a desktop 2x more sharing on mobile vs. desktop
  3. 3. 0.0 0.5 1.0 1.5 2.0 2.5 3.0 2012 2013 2014E 2015E Billions of units Mobile Phone Tablet (Ultramobile) Other Ultramobiles (Hybrid and Clamshell) PC (Desk-Based and Notebook) Three Reasons Businesses Go Mobile: 1. Smartphone Shipments Acceleration 18-Mär-14 | © candylabs GmbH | 3 1 Billion smartphones shipped in 2013 Note: 1,000 million smartphones were shipped in 2013, a 38.4% year-over-year increase. 725. million smartphone units were shipped in 2012. Source: Gartner (January 2014) http://www.gartner.com/newsroom/id/2645115
  4. 4. 0 10 20 30 40 50 U.S. Italy U.K. Hours per month Mobile Web Three Reasons Businesses Go Mobile: 2. Mobile Engagement Is Higher 18-Mär-14 | © candylabs GmbH | 4 More time is spent on mobile Note: Average time spent per person by platform in December 2013. Source: Nielsen (February 2014) http://bit.ly/1kUQj25
  5. 5. Mobile users are almost twice as likely to share 7.7% 4.1% 0% 2% 4% 6% 8% 10%Percentage of total activity Mobile Desktop Three Reasons Businesses Go Mobile: 3. Mobile Is A Social Technology 18-Mär-14 | © candylabs GmbH | 5 Mobile Desktop Note: Activity monitored during the course of 30 days for desktop and mobile interactions. Source: ShareThis (2013) http://bit.ly/1p3Ykix
  6. 6. MOBILE IS A STRATEGIC INVESTMENT
  7. 7. Three Ways to Monetize Mobile 18-Mär-14 | © candylabs GmbH | 7 Acquire more customers Increase customer retention Decrease operational costs 67% of users say they’re more likely to buy from a mobile friendly site 48% of users feel frustrated when visiting a non-mobile friendly site Eliminate intermediate and paper based tasks
  8. 8. Three Ways to Monetize Mobile: 1. Acquire More Customers 18-Mär-14 | © candylabs GmbH | 8 Users say mobile-friendly experiences make them… 74% 67% more likely to return to that experience in the future more likely to buy a site's product or service Source: Google Think Insights (September 2012) http://bit.ly/1p4UtlA
  9. 9. Three Ways to Monetize Mobile: 2. Increase Customer Retention 18-Mär-14 | © candylabs GmbH | 9 Users say non mobile-friendly sites make them… use them less often, even if they like a business feel frustrated and annoyed Source: Google Think Insights (September 2012) http://bit.ly/1p4UtlA 50% 48%
  10. 10. Three Ways to Monetize Mobile: 3. Decrease Operational Costs 18-Mär-14 | © candylabs GmbH | 10 Eliminate intermediate and paper based tasks! “Based on 225 drivers working 200 days/year, their savings in [overtime] costs were over $300,000 per year.” Steve Gaston, Information Services Manager at Sierra Pacific Industries Source: webtech wireless (Accessed March 2014) http://bit.ly/1d7QYLa
  11. 11. CASE STUDIES THE VALUE ADDED BY MOBILE
  12. 12. 18-Mär-14 | © candylabs GmbH | 12 Proof of Concept / Startup Company Uber, Inc. What is it about Connecting passengers with drivers of vehicles for hire and ridesharing services. Achievements 80+ K signups each week, 1M requests every week, $125M in revenues in 2013. Uber (and others) successfully eliminated the phone-booking step by giving the passenger direct access to the driver. Source: TechCrunch (Accessed March 2014) http://tcrn.ch/1mfDKik
  13. 13. Comparison: Classic Taxi vs Uber 18-Mär-14 | © candylabs GmbH | 13Source: The Wall Street Journal (Accessed March 2014) http://on.wsj.com/1d7Wmhx Product Good RIDE RIDE Access INDIRECT ACCESS TO DRIVERS DIRECT ACCESS TO DRIVERS Service PICKUP MAP OVERVIEW, DRIVER RATINGS, MOBILE PAYMENT, PICKUP = + +
  14. 14. 18-Mär-14 | © candylabs GmbH | 14 Proof of Concept / Corporate Company WPP Communications, Germany What is it about Optimizing the process of reporting car damage by drivers using a car from the WPP fleet. Achievements Enabling 800+ drivers to report a damage directly into to the fleet management workflow with all information necessary. A Candy- labs Project
  15. 15. Comparison: WPP Damage Report, Old vs. Improved Process 18-Mär-14 | © candylabs GmbH | 15Source: The Wall Street Journal (Accessed March 2014) http://on.wsj.com/1d7Wmhx → CAR IS DAMAGED FILL OUT A REPORT DIGITIZE REPORT PROCESS REPORT → → OLD Drivers of the 800+ WPP fleet previously needed to fill out a paper form that later was manually entered into a computer system before being processed.
  16. 16. Comparison: WPP Damage Report, Old vs. Improved Process 18-Mär-14 | © candylabs GmbH | 16Source: The Wall Street Journal (Accessed March 2014) http://on.wsj.com/1d7Wmhx CAR IS DAMAGED USER FILLS OUT A REPORT DIGITIZE REPORT PROCESS REPORT NEW X X By giving drivers the ability to submit a report with the WPP app, drivers are guided through the reporting process, reducing errors and information gaps, while digitizing the report. → → →
  17. 17. Follow us: candylabs GmbH 17.03.2014 info@candy-labs.com www.candy-labs.com /candylabsHQ /user/thecandylabs/candylabsHQ
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