More than 2 years old in the fast-paced consumer smartphone category, this presentation exemplifies how agency leadership and insight can help marcom clients agree that when the market shifts, their communications strategy needs to keep-up. Primary and secondary research informed recommendations to evolve Verizon Wireless's CRM strategy in terms of: product mix featured and positioning; comms channels employed; creative layout and messaging tone; CTA.
Ericsson ConsumerLab: Keeping smartphone users loyal Ericsson
This report assesses the impact of network performance on consumer loyalty to operators.
The main purpose of the report was to identify what drives customer loyalty to operators, and in addition the monetary value that can be gained by improving network performance.
For more from our ConsumerLab visit: http://www.ericsson.com/thinkingahead/consumerlab
Global wireless network operator and mobile satisfaction / customer loyalty s...Stephen King
This is the complete 26 page research paper from a global Network Operator Customer Loyalty study. The survey was fielded in Spring 2010, asking a sample of 5,000 people from 111 countries about their user experience with respect to their current network operator, mobile phones and mobile applications. Mob4Hire as well as Business Over Broadway (ne: TCELab) co-sponsored the survey results.
Table of Contents
==============
Methodology 2
Panel Description 2
Key Metrics Used in the Study 2
Executive Summary 3
Top Wireless Insights 3
Top Mobile Insights 3
Table of Contents 4
Figures 5
Operator Performance & Loyalty Grids 6
Network Operator Performance Grid 7
Network Operator Customer Loyalty Grid 8
Network Operator RAPID Loyalty Measurement Rankings 9
Network Operator Loyalty Insights 10
Network Operator Business Attributes 13
Drivers of Customer Loyalty 15
Operator Mobile App Performance Grid 16
Mobile App User Experience Insights 17
Impact of Mobile Applications on Ecosystem 20
Mobile Handsets 21
Smartphone vs. Feature Phones 22
RAPID Loyalty Measurement Primer 23
Customer Loyalty 23
Customer Lifetime Value 24
References 25
Who we are 26
Liberation from Location: Ericsson ConsumerLab Insight Report, Latin America ...Ericsson Latin America
Communication is a quintessential need. We meet it by being accessible to our friends, family and extended community in person and more often nowadays, online. Being able to make decisions on-the-go using relevant content that is accessible anytime, anywhere has assumed paramount importance among consumers. This Ericsson ConsumerLab Latin America study highlights the connectivity expectations of consumers as they go about their lives.
Ericsson ConsumerLab: Keeping smartphone users loyal Ericsson
This report assesses the impact of network performance on consumer loyalty to operators.
The main purpose of the report was to identify what drives customer loyalty to operators, and in addition the monetary value that can be gained by improving network performance.
For more from our ConsumerLab visit: http://www.ericsson.com/thinkingahead/consumerlab
Global wireless network operator and mobile satisfaction / customer loyalty s...Stephen King
This is the complete 26 page research paper from a global Network Operator Customer Loyalty study. The survey was fielded in Spring 2010, asking a sample of 5,000 people from 111 countries about their user experience with respect to their current network operator, mobile phones and mobile applications. Mob4Hire as well as Business Over Broadway (ne: TCELab) co-sponsored the survey results.
Table of Contents
==============
Methodology 2
Panel Description 2
Key Metrics Used in the Study 2
Executive Summary 3
Top Wireless Insights 3
Top Mobile Insights 3
Table of Contents 4
Figures 5
Operator Performance & Loyalty Grids 6
Network Operator Performance Grid 7
Network Operator Customer Loyalty Grid 8
Network Operator RAPID Loyalty Measurement Rankings 9
Network Operator Loyalty Insights 10
Network Operator Business Attributes 13
Drivers of Customer Loyalty 15
Operator Mobile App Performance Grid 16
Mobile App User Experience Insights 17
Impact of Mobile Applications on Ecosystem 20
Mobile Handsets 21
Smartphone vs. Feature Phones 22
RAPID Loyalty Measurement Primer 23
Customer Loyalty 23
Customer Lifetime Value 24
References 25
Who we are 26
Liberation from Location: Ericsson ConsumerLab Insight Report, Latin America ...Ericsson Latin America
Communication is a quintessential need. We meet it by being accessible to our friends, family and extended community in person and more often nowadays, online. Being able to make decisions on-the-go using relevant content that is accessible anytime, anywhere has assumed paramount importance among consumers. This Ericsson ConsumerLab Latin America study highlights the connectivity expectations of consumers as they go about their lives.
The IoT era is seeing computers integrated into billions of everyday objects, which collect data and communicate real-time insights over ultra-high-speed 5G networks.
Ericsson ConsumerLab: Smartphone Usage Experience ReportEricsson
For more from the ConsumerLab visit: http://www.ericsson.com/thinkingahead/consumerlab
Having access to an internet connection has become an integrated part of everyday life. Each day, around 40 percent of smartphone owners use their smartphones before they have
even got out of bed. On the morning commute, data usage peaks at nearly 70 percent and remains high throughout the day, with users accessing the network in short and frequent bursts.
For the purpose of this report, Ericsson ConsumerLab conducted surveys across Finland, Switzerland and the Netherlands. Consumers were asked to discuss their
perception of network quality, including current satisfaction levels and common problems encountered. from this, it was possible to assess the potential impact for operators. The findings compare feedback from 3,000 smartphone users who took part in an online survey alongside the experiences of a further 500 smartphone users. These 500 users were provided with a tailor made app with which to log the nature and frequency of any issues encountered – and their reactions to these issues.
The term “Asia-Pacific” is a myth that needs to be busted from the minds of marketers and researchers alike. The region stretches from India to Fiji and from Japan to New Zealand, and consist of around 50 countries, each with vastly different cultures, languages, consumer preferences, and mobile behaviour. With the understanding from petabytes of our data, how we used artificial intelligence and predictive analytics with our unique research methodologies layered over it for the right insights generation. This paper will answer key questions, including:
This paper will answer key questions, including:
How is Asia culturally different and cannot be viewed as one region as compared to other regions like Europe which is actually homogenous in nature?
Should brands Glocalise or Localise about their products and services in APAC based on technological maturity and individual market behaviour?
Why do marketers and researchers need to use the right mix of innovative tech-based research methodologies for actionable insights with the evolving digital behaviour?
Category
Ericsson ConsumerLab: Connected lifestyles’ expectations identifiedEricsson
http://www.ericsson.com/thinkingahead/consumerlab
This Ericsson ConsumerLab report identifies the key success criteria for the services of tomorrow to satisfy the needs of a connected society.
Author: Virgilio Fiorese, Software Sales Manager, Ericsson Latin America and Caribbean
This article presents six hidden factors that can help operators improve network quality, and thus improve customer satisfaction and loyalty.
This Q3 2013 iPass Mobile Workforce Report discusses some fast-changing trends we’re seeing that are affecting the hospitality industry and the use of Wi-Fi in public locations—especially hotels. In this report, you’ll learn that the availability of Wi-Fi is changing the criteria by which mobile workers choose a hotel.
* Quality hotel Wi-Fi: A make-or-break proposition
* Connectivity is almost as important as a good night’s sleep
* Hotel Wi-Fi connectivity: Nothing to write home about
* Free hotel Wi-Fi: You get what you pay for
* Business travelers are distrustful of hotel Wi-Fi security
* Internet in the air - inflight Wi-Fi
* Cost drives Internet usage while traveling
* Is unified communications taking off?
* Work versus leisure travel: Wi-Fi behavior changes
* Tablets: A disruptive force for Wi-Fi connectivity
Around 40% of people in the developing world now actively subscribe to mobile services, with many more having access to a mobile, if not direct ownership. Mobile access in these regions has outpaced the rate at which much of the population is gaining access to basic services such as electricity, sanitation, and banking. As such, there has been increased focus on the role mobile can play in improving social, economic and environmental development in emerging markets. There are now over 1,000 live, mobile-enabled products and services in the developing world across several verticals, including financial services, health and entrepreneurship. While there has been substantial growth in the number of these services over the last three years, the opportunity to achieve broad-based scale is significant.
Mobile operators are increasingly incorporating these 'mobile for development’ (M4D) services as important components of their value added services (VAS) portfolio in developing markets, partly as a contributing driver of future revenue growth, but more importantly as an enabler to forging a loyal relationship with previously unconnected, low-income subscribers. As the use of mobile data rises over the next three to five years, capturing the loyalty of these subscribers now will be key to solidifying the operators’ place in the data value chain in the future.
Our new report, Scaling Mobile for Development, outlines the challenges and opportunities for achieving commercial success and social impact through M4D services. It has been developed by Mobile for Development Intelligence with support from the Rockefeller Foundation. Our inclusive approach included a research process and production of an interim (April 2013) and final report, with a series of peer review workshops held in Nairobi, Kenya and Washington DC to drive collaboration and thought leadership across stakeholder groups.
The Vietnam cross-Platform Report 2014 delivers a comprehensive view of current media behaviour among digitally-engaged consumers. This report will inform your strategy and practice for today; and provide a sign post to help you look and think ahead to plan for tomorrrow.
State of 4G Apps Development 2014: Trends, Challenges, Solutions Intersog
Worldwide 4G LTE subscribers reached 170 million worldwide in Q1 2014. In general, the 4G technology is set to create a USD $340 billion market opportunity by 2017 and become the key driver of the Internet of Things and Connected World. As such, 4G LTE will inevitably change the way we build and interact with mobile apps, bringing our app usage habits to the next maturity level.
This Report is a compilation of the most up-to-date research data that aims to demonstrate how exactly 4G LTE will affect the apps development business, apps usability and what innovative app features will be enabled to make our user experiences even more personalized and seamless.
Consumer Mobile Policy & Security - Lightspeed & KantarMerlien Institute
at Market Research in the Mobile World Europe
23 - 26 September 2014, Belin, Germany
This event is proudly organised by Merlien Institute
Check out our upcoming events by visiting http://www.mrmw.net
Sponsored data and zero rate charging - Non-neutral mobile broadband modelsDean Bubley
Analysis & forecasts for two key types of application-based charging / non-neutral mobile Internet business models.
Zero-rating of mobile data is used to exempt certain applications or content from users' data plan quotas, and is used in both developing and mature markets. In essence, nobody pays for the data - although the mobile operator may work a revenue-share deal for paid content, or may look to upsell the users with more paid data access.
Sponsored data is similar, but involves the content/app provider paying for data traffic on behalf of the user. It has been popularised by AT&T's announcement in January 2014, although it has gained only limited traction so far.
This presentation, based on Disruptive Analysis' June 2014 on Non-Neutral Mobile Broadband models, examines the sub-segments and likely success factors for each type of offer.
Global wireless network operator and mobile satisfaction / customer loyalty s...Vishal Kumar
This is the complete 26 page research paper from a global Network Operator Customer Loyalty study. The survey was fielded in Spring 2010, asking a sample of 5,000 people from 111 countries about their user experience with respect to their current network operator, mobile phones and mobile applications. Mob4Hire as well as Business Over Broadway (ne: TCELab) co-sponsored the survey results.
Table of Contents
==============
Methodology 2
Panel Description 2
Key Metrics Used in the Study 2
Executive Summary 3
Top Wireless Insights 3
Top Mobile Insights 3
Table of Contents 4
Figures 5
Operator Performance & Loyalty Grids 6
Network Operator Performance Grid 7
Network Operator Customer Loyalty Grid 8
Network Operator RAPID Loyalty Measurement Rankings 9
Network Operator Loyalty Insights 10
Network Operator Business Attributes 13
Drivers of Customer Loyalty 15
Operator Mobile App Performance Grid 16
Mobile App User Experience Insights 17
Impact of Mobile Applications on Ecosystem 20
Mobile Handsets 21
Smartphone vs. Feature Phones 22
RAPID Loyalty Measurement Primer 23
Customer Loyalty 23
Customer Lifetime Value 24
References 25
Who we are 26
Global wireless network operator and mobile satisfaction / customer loyalty s...TCELab LLC
This is the complete 26 page research paper from a global Network Operator Customer Loyalty study. The survey was fielded in Spring 2010, asking a sample of 5,000 people from 111 countries about their user experience with respect to their current network operator, mobile phones and mobile applications. Mob4Hire as well as Business Over Broadway (ne: TCELab) co-sponsored the survey results.
Table of Contents
==============
Methodology 2
Panel Description 2
Key Metrics Used in the Study 2
Executive Summary 3
Top Wireless Insights 3
Top Mobile Insights 3
Table of Contents 4
Figures 5
Operator Performance & Loyalty Grids 6
Network Operator Performance Grid 7
Network Operator Customer Loyalty Grid 8
Network Operator RAPID Loyalty Measurement Rankings 9
Network Operator Loyalty Insights 10
Network Operator Business Attributes 13
Drivers of Customer Loyalty 15
Operator Mobile App Performance Grid 16
Mobile App User Experience Insights 17
Impact of Mobile Applications on Ecosystem 20
Mobile Handsets 21
Smartphone vs. Feature Phones 22
RAPID Loyalty Measurement Primer 23
Customer Loyalty 23
Customer Lifetime Value 24
References 25
Who we are 26
For More, please visit http://www.tcelab.com
The IoT era is seeing computers integrated into billions of everyday objects, which collect data and communicate real-time insights over ultra-high-speed 5G networks.
Ericsson ConsumerLab: Smartphone Usage Experience ReportEricsson
For more from the ConsumerLab visit: http://www.ericsson.com/thinkingahead/consumerlab
Having access to an internet connection has become an integrated part of everyday life. Each day, around 40 percent of smartphone owners use their smartphones before they have
even got out of bed. On the morning commute, data usage peaks at nearly 70 percent and remains high throughout the day, with users accessing the network in short and frequent bursts.
For the purpose of this report, Ericsson ConsumerLab conducted surveys across Finland, Switzerland and the Netherlands. Consumers were asked to discuss their
perception of network quality, including current satisfaction levels and common problems encountered. from this, it was possible to assess the potential impact for operators. The findings compare feedback from 3,000 smartphone users who took part in an online survey alongside the experiences of a further 500 smartphone users. These 500 users were provided with a tailor made app with which to log the nature and frequency of any issues encountered – and their reactions to these issues.
The term “Asia-Pacific” is a myth that needs to be busted from the minds of marketers and researchers alike. The region stretches from India to Fiji and from Japan to New Zealand, and consist of around 50 countries, each with vastly different cultures, languages, consumer preferences, and mobile behaviour. With the understanding from petabytes of our data, how we used artificial intelligence and predictive analytics with our unique research methodologies layered over it for the right insights generation. This paper will answer key questions, including:
This paper will answer key questions, including:
How is Asia culturally different and cannot be viewed as one region as compared to other regions like Europe which is actually homogenous in nature?
Should brands Glocalise or Localise about their products and services in APAC based on technological maturity and individual market behaviour?
Why do marketers and researchers need to use the right mix of innovative tech-based research methodologies for actionable insights with the evolving digital behaviour?
Category
Ericsson ConsumerLab: Connected lifestyles’ expectations identifiedEricsson
http://www.ericsson.com/thinkingahead/consumerlab
This Ericsson ConsumerLab report identifies the key success criteria for the services of tomorrow to satisfy the needs of a connected society.
Author: Virgilio Fiorese, Software Sales Manager, Ericsson Latin America and Caribbean
This article presents six hidden factors that can help operators improve network quality, and thus improve customer satisfaction and loyalty.
This Q3 2013 iPass Mobile Workforce Report discusses some fast-changing trends we’re seeing that are affecting the hospitality industry and the use of Wi-Fi in public locations—especially hotels. In this report, you’ll learn that the availability of Wi-Fi is changing the criteria by which mobile workers choose a hotel.
* Quality hotel Wi-Fi: A make-or-break proposition
* Connectivity is almost as important as a good night’s sleep
* Hotel Wi-Fi connectivity: Nothing to write home about
* Free hotel Wi-Fi: You get what you pay for
* Business travelers are distrustful of hotel Wi-Fi security
* Internet in the air - inflight Wi-Fi
* Cost drives Internet usage while traveling
* Is unified communications taking off?
* Work versus leisure travel: Wi-Fi behavior changes
* Tablets: A disruptive force for Wi-Fi connectivity
Around 40% of people in the developing world now actively subscribe to mobile services, with many more having access to a mobile, if not direct ownership. Mobile access in these regions has outpaced the rate at which much of the population is gaining access to basic services such as electricity, sanitation, and banking. As such, there has been increased focus on the role mobile can play in improving social, economic and environmental development in emerging markets. There are now over 1,000 live, mobile-enabled products and services in the developing world across several verticals, including financial services, health and entrepreneurship. While there has been substantial growth in the number of these services over the last three years, the opportunity to achieve broad-based scale is significant.
Mobile operators are increasingly incorporating these 'mobile for development’ (M4D) services as important components of their value added services (VAS) portfolio in developing markets, partly as a contributing driver of future revenue growth, but more importantly as an enabler to forging a loyal relationship with previously unconnected, low-income subscribers. As the use of mobile data rises over the next three to five years, capturing the loyalty of these subscribers now will be key to solidifying the operators’ place in the data value chain in the future.
Our new report, Scaling Mobile for Development, outlines the challenges and opportunities for achieving commercial success and social impact through M4D services. It has been developed by Mobile for Development Intelligence with support from the Rockefeller Foundation. Our inclusive approach included a research process and production of an interim (April 2013) and final report, with a series of peer review workshops held in Nairobi, Kenya and Washington DC to drive collaboration and thought leadership across stakeholder groups.
The Vietnam cross-Platform Report 2014 delivers a comprehensive view of current media behaviour among digitally-engaged consumers. This report will inform your strategy and practice for today; and provide a sign post to help you look and think ahead to plan for tomorrrow.
State of 4G Apps Development 2014: Trends, Challenges, Solutions Intersog
Worldwide 4G LTE subscribers reached 170 million worldwide in Q1 2014. In general, the 4G technology is set to create a USD $340 billion market opportunity by 2017 and become the key driver of the Internet of Things and Connected World. As such, 4G LTE will inevitably change the way we build and interact with mobile apps, bringing our app usage habits to the next maturity level.
This Report is a compilation of the most up-to-date research data that aims to demonstrate how exactly 4G LTE will affect the apps development business, apps usability and what innovative app features will be enabled to make our user experiences even more personalized and seamless.
Consumer Mobile Policy & Security - Lightspeed & KantarMerlien Institute
at Market Research in the Mobile World Europe
23 - 26 September 2014, Belin, Germany
This event is proudly organised by Merlien Institute
Check out our upcoming events by visiting http://www.mrmw.net
Sponsored data and zero rate charging - Non-neutral mobile broadband modelsDean Bubley
Analysis & forecasts for two key types of application-based charging / non-neutral mobile Internet business models.
Zero-rating of mobile data is used to exempt certain applications or content from users' data plan quotas, and is used in both developing and mature markets. In essence, nobody pays for the data - although the mobile operator may work a revenue-share deal for paid content, or may look to upsell the users with more paid data access.
Sponsored data is similar, but involves the content/app provider paying for data traffic on behalf of the user. It has been popularised by AT&T's announcement in January 2014, although it has gained only limited traction so far.
This presentation, based on Disruptive Analysis' June 2014 on Non-Neutral Mobile Broadband models, examines the sub-segments and likely success factors for each type of offer.
Global wireless network operator and mobile satisfaction / customer loyalty s...Vishal Kumar
This is the complete 26 page research paper from a global Network Operator Customer Loyalty study. The survey was fielded in Spring 2010, asking a sample of 5,000 people from 111 countries about their user experience with respect to their current network operator, mobile phones and mobile applications. Mob4Hire as well as Business Over Broadway (ne: TCELab) co-sponsored the survey results.
Table of Contents
==============
Methodology 2
Panel Description 2
Key Metrics Used in the Study 2
Executive Summary 3
Top Wireless Insights 3
Top Mobile Insights 3
Table of Contents 4
Figures 5
Operator Performance & Loyalty Grids 6
Network Operator Performance Grid 7
Network Operator Customer Loyalty Grid 8
Network Operator RAPID Loyalty Measurement Rankings 9
Network Operator Loyalty Insights 10
Network Operator Business Attributes 13
Drivers of Customer Loyalty 15
Operator Mobile App Performance Grid 16
Mobile App User Experience Insights 17
Impact of Mobile Applications on Ecosystem 20
Mobile Handsets 21
Smartphone vs. Feature Phones 22
RAPID Loyalty Measurement Primer 23
Customer Loyalty 23
Customer Lifetime Value 24
References 25
Who we are 26
Global wireless network operator and mobile satisfaction / customer loyalty s...TCELab LLC
This is the complete 26 page research paper from a global Network Operator Customer Loyalty study. The survey was fielded in Spring 2010, asking a sample of 5,000 people from 111 countries about their user experience with respect to their current network operator, mobile phones and mobile applications. Mob4Hire as well as Business Over Broadway (ne: TCELab) co-sponsored the survey results.
Table of Contents
==============
Methodology 2
Panel Description 2
Key Metrics Used in the Study 2
Executive Summary 3
Top Wireless Insights 3
Top Mobile Insights 3
Table of Contents 4
Figures 5
Operator Performance & Loyalty Grids 6
Network Operator Performance Grid 7
Network Operator Customer Loyalty Grid 8
Network Operator RAPID Loyalty Measurement Rankings 9
Network Operator Loyalty Insights 10
Network Operator Business Attributes 13
Drivers of Customer Loyalty 15
Operator Mobile App Performance Grid 16
Mobile App User Experience Insights 17
Impact of Mobile Applications on Ecosystem 20
Mobile Handsets 21
Smartphone vs. Feature Phones 22
RAPID Loyalty Measurement Primer 23
Customer Loyalty 23
Customer Lifetime Value 24
References 25
Who we are 26
For More, please visit http://www.tcelab.com
Rio SEO Webinar: Transforming Mobile Searches Into Sales: The Hype Around Bea...Rio SEO
In this webinar, Warren Raisch and Greg Sterling will share the latest insights and tactics enterprise brands are using to convert online searches to offline sales, and how brands are using beacon and other location-based technology to tap into mobile searches. For more information please visit: http://rioseo.co/1MKn7Gq.
Warren Raisch joins DMD and Greg Sterling of the Local Search Marketing Association to present on Transforming Mobile Searches into Sales - The Hype Around Beacon Technology.
Understand the cross-device consumer in just 15 minutesJim Nichols
To get the most out of your marketing and advertising programs, it’s essential that you understand today’s consumer and the multi-device phenomenon of how they connect, communicate, shop and buy. Get the facts about cross-device consumer behaviors, and then four tips on how to use them to your brand advantage.
Cross-device usage
Mobile’s share of total connected time
The "mobile-only" and "mobile-mostly" connected consumer
Cross-device purchasing
Download this compelling information today so you can develop a cross-device strategy that delivers better ROI.
Understand the cross-device consumer in just 15 minutesConversant, Inc.
To get the most out of your marketing and advertising programs, it’s essential that you understand today’s consumer and the multi-device phenomenon of how they connect, communicate, shop and buy. Get the facts about cross-device consumer behaviors, and then four tips on how to use them to your brand advantage.
Cross-device usage
Mobile’s share of total connected time
The "mobile-only" and "mobile-mostly" connected consumer
Cross-device purchasing
Download this compelling information today so you can develop a cross-device strategy that delivers better ROI.
MEF Global Consumer Trust Report.
The study explores the key areas of trust, privacy, transparency and security to identify their impact on mobile consumers globally from purchasing a new device to downloading apps or paying for goods and services.
A study of effectiveness of mobile ads & smarphone consumer attitude towards itVijayendra Dwari
In this report author attempt to discuss in detail the direction in which Mobile Advertising is heading in India and try to establish consumer attitude towards acceptance of Mobile advertising. Further we try to establish how effective this medium really is vis a vis consumer mind space.
Text 100 Consumer Electronic Index Asia-Pacificdigitalinasia
This report is the fourth in a series of Digital Indexes developed by Text100, a global communications agency. These Digital Indexes are designed to investigate the change in how and where buyers gain influence in sectors where there has been significant disruption caused by changes in technology and communications.
This latest index delves into how consumers are gaining influence as they consider buying consumer electronics. The consumer electronics buying journey has been dramatically disrupted and was one of the first sectors to adopt a heavy ecommerce presence. But, over the last two years additional information and purchase platforms have accelerated the change. Fundamental shifts in technology, business and society have accelerated how we go about fulfilling four very basic human needs: communication, collaboration, creation and consumption. Today, consumers expect a connected and consistent shopping experience across bricks and mortar, desktop, laptop, mobile, apps, social sites, magazines and many other platforms.
Find the original report and press release here:
http://www.text100.com/consumer-electronic-index-asia-pacific/
Similar to CRM: The psychology of SmartPhone Majority Adopters and implications for CRM marketing (20)
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
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LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
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CRM: The psychology of SmartPhone Majority Adopters and implications for CRM marketing
1. Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Smartphone Adoption:
The psychology of Majority Adopters and
implications for CRM marketing
February 2011
2. Objective
In 4Q 2010, Verizon exceeded in its goal of 70% smartphone take-rate for activations.
However, we need to continue to drive that goal now that we’re out of the promotional holiday
period.
This review consolidates several information sources (see Appendix) to address questions
about users who have not yet adopted smartphones:
– What are they thinking?
– What do they need to be confident in their purchase decisions?
This review also provides implications for how we message in mass media and treat
customers in CRM.
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2
3. The Rogers Technology Adoption Curve
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Rogers Technology Adoption Curve
3
Source: Everett M. Rogers: Technology Lifecycle Adoption Curve
A technology diffusion model that Everett Rogers generalized describes how new ideas and
technologies spread in different cultures.
This model describes the adoption or acceptance of a new product or innovation, according
to the demographic and psychological characteristics of defined adopter groups.
Time
4. Current U.S. Smartphone Penetration
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Industry’s current
estimate is 30% U.S.
smartphone
penetration, 10 pp
behind projection.
Current industry estimates indicate that the U.S. is at about 30% smartphone penetration rate.
That is approximately 10pp behind where Nielsen had projected the U.S. to be at this point in
time (40% penetration ).
4
5. U.S. Smartphone Position on Adoption Curve
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Roger’s Technology Adoption Curve
Cumulative 2.5% 16% 50% 84% 100%
With 75%-80% smartphone
take rates, the industry is
suddenly moving up the
curve quickly.
We have reached Majority adoption, but not as far as you may
think.
It took 12 years to get to 16% penetration, but only two more
years to almost double to 30% penetration.
1996 2008 2010
12 years
30%
Majority Adopters
are the 2011
target.
5
2 years
Source: 4Q earnings releases
4Q 2010 Smartphone
Take Rate1 Penetration2
VZW 75% 24%
AT&T 80% 44%
Sprint 69% 37%
T-Mobile Not Available 38%
1 Financial earnings releases
2 Nielsen Mobile
6. U.S. Smartphone Penetration Is Much Greater
in MC than General Market
• Hispanics and Asians have consistently led in smartphone penetration, with anywhere from
6-12% higher penetration than other race/ethnic groups
• In Q410, Hispanic and Asian penetration is also about 50% higher than the general market
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6
Source: Verizon Wireless Performance Update, Nielsen, Oct. 1, 2010-Dec. 31, 2010
Industry’s Q410
current estimate is
30% U.S.
smartphone
penetration
30%
7. U.S. Operating System (OS) by MC Group
• Hispanics are fairly evenly divided between the three major key players
– iOS, while the most expensive, is the leading system for Hispanics
– Hispanics are value conscious, not just price sensitive – this suggests they see value in iOS that is
worth the added cost
• African Americans use RIM the most, but interestingly, also choose operating systems
outside of the leading three
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7
Source: Verizon Wireless Performance Update, Nielsen, Oct. 1, 2010-Dec. 31, 2010
8. Where Does Verizon Stand?
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8
New Customers
(First Contract Customers**)
30%
Tenured Customers
(Non First Contract Customers)
27%
VS.
Smartphone Penetration
DirectionallyGood
Directionally good, but
expected a wider gap
Goal
Smartphone Take Rate
70%*
* Note that Value Tracker found that 68% of its shoppers were interested in taking a smartphone, both Advanced to Advanced and Basic to Advanced.
** First Contract Customers (FCCs) are defined as new-to-Verizon customers on their first contract in contract months 0 to 30, meaning they joined any
time from December 2010 back to June 2008. They represent 12% of lines in base (7.9 million). Customer data provided by the CRM team.
9. Aligning Verizon’s Customer Segments
to the Adoption Curve
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Roger’s Technology Adoption Curve
Cumulative 2.5% 16% 50% 84% 100%
At 26%, Verizon is a little behind the industry in terms of smartphone adoption, but with
smartphone take rates at 75%, Verizon is catching up very quickly (and, iPhone…).
Verizon’s new segmented customer base communication streams align well with the
technology adoption curve (depicted below).
26%
9
Innovation
(all lines are on smartphones)
Smartphone Propensity
(all lines are likely to take smartphones soon)
Value (80% on basic/feature phones)
Mass (68% on basic/feature phones)
OOC 6+
Verizon’s
smartphone
penetration is
26%
10. Who Are Majority Adopters?
In comparison to Innovation/Early Adopters, the Majority Adopters:
Are a little older.
Are more likely to be in families with children.
Are more likely to be on a shared plan.
Are less likely to feel the need to be connected to the Web/Email all of the time.
Are more likely to feel that data plans are too expensive.
Are more likely to be motivated to adopt a smartphone if the plan, not the device, was
affordable.
Are less likely to have an employee discount, thus they are more price sensitive than
Innovators/Early Adopters.
Show a strong preference for purchasing wireless services or devices in carrier stores vs.
online or at retailers (that carry multiple wireless brands) – they feel the staff in carrier
stores are more knowledgeable.
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10
11. Majority Adopters: What Are They Thinking?
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Early Majority Adopters Late Majority Adoptersvs.
Key Trait Pragmatic
Prefer “tried and true” products
Resistant
Demands are rarely met by new products
CRM Smartphone Propensity
Shopper Marketing
Retail Advertising
Approach Thoughtful and Deliberate
“They like to stay with the herd.”
Conservative and Skeptical
“If it ain’t broke, don’t fix it.”
Influencers New opportunities/
Incremental improvements
Economic benefit/
Ease of use
Drivers Change to build
efficiencies
Change out of
necessity
Technology
POV
Optimistic
Believe technology can make life better
Pessimistic
Believe new products overpromise
11
CRM Value / Mass
12. How We Can Help Build Confidence to Get a
Smartphone
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Early Majority Adopters Late Majority Adoptersvs.
Nudging, encouraging to follow the herd
Educate how smartphones can help them
do what they do now, easier and more
efficiently
Easy to understand plans and
value-minded pricing for plans & devices
(e.g., family plans and BOGO/BOGA
devices)
Guidance to what’s popular
and proven, to what people like them
choose (e.g., plans, devices, apps,
features)
Guidance to self-directed trial, selection
help, tips for switching, device/account set-
up, device training
Wash away resentment
Educate that while still a great phone, you
can do so much more
Least expensive plans and least expensive
devices
Guidance to proven entry-level experience
(e.g., plans, devices, apps, features)
Guidance to aided trial, selection help, tips
for switching, device/account set-up, device
training
12
Tone
Educate
Bundling
Training
Offerings
CRM Smartphone Propensity
Shopper Marketing
Retail Advertising
CRM Value / Mass
13. Their Adoption Barrier is the Cost-benefit of
Plan Costs vs. Constant Connectivity
A/a = Significantly higher than corresponding column at 95%/90% confidence level
D03B1. Why are you ... to purchase a PDA or Smartphone in the next 3 months?
Why don’t plan to purchase Smartphone in the next three
months? (%)
Total Basic Shoppers
4Q10 4Q10
C J
Base: Don't Plan To Purchase Smartphone Or PDA N3M 1421 418
Don't want/need to be connected to email/web all the time 37 45 F
Data plan is too expensive 35 48 F
Waiting for a specific device to become available 13 8
Don't/didn't understand how to use all the smartphone features 9 13 F
Don't like the choice of devices available 8 8
Other 20 6
4Q 2010 Value Tracker
14. A Good Plan Deal Bundled with an Inexpensive yet
Proven Device Could Tip the Scales in Verizon’s Favor
What Would Motivate Smartphone Purchase
Today (%)
Total
Basic Shopper
Smartphone
Non-Intenders
Basic Shopper
Smartphone
Intenders
4Q10 4Q10 4Q10
C E G
Base: Total Respondents 1992 418 172
A good deal on the device 42 40 59 E
A good deal on the monthly data plan 40 41 66 E
A good deal on the monthly calling plan 38 41 62 E
A good deal on a family data plan 32 36 40
Free applications 30 29 42 E
Data plans starting at $15 per month/per line 23 22 38 E
Other 3 3 2
None of the above 20 19 G 1
A/a = Significantly higher than corresponding column at 95%/90% confidence level
D03C1. Would any of the following motivate you to upgrade to a smartphone/advanced device today?
4Q 2010 Value Tracker
15. In Absence of a Compelling Bundle, How We Should Treat
Customers Differently to Encourage Smartphone Adoption
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Early Majority Adopters Late Majority Adoptersvs.
15
Device Offers
BOGO, BOGA
$$ off
Secondary line offers
Shared upgrade eligibility
Free phone
Trade-in
Online only deals
Plan Offers
Family friendly data
Share plans
One month free
Share plans
Appropriate Offers/Devices
Device
Selection
All smartphones
Most popular and highest rated
Both smartphones and feature phones
Communication Channels
Channels
Mail
Email
Text
Mail
Email
CRM Smartphone Propensity
Shopper Marketing
Retail Advertising
CRM Value / Mass
16. Treat Customers Differently to Encourage
Smartphone Adoption, cont’d
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Early Majority Adopters Late Majority Adoptersvs.
16
Creative
Offer
Prominence
Equal prominence for device and plan
offers
Plan offer or description more prominent
than device offer
Device
Positioning
Most popular
5-star rated
Fastest selling
7 out of 10 Verizon customers choose
smartphones
Durable and reliable, our customers
keep for an average of XX years
Best price ever
Our lowest priced smartphones
User friendly
Benefits (of
having a
smartphone)
Everything you love about being online
in your palm
Owner quotes (e.g., they don’t call it
“crackberry” for nothing)
Stay more in-touch with friends and
family than you can imagine
Streamline your life
Never be at a loss for entertainment/sports
Convenience of always having access to
important information
Owner quotes (e.g., they don’t call it
“crackberry” for nothing)
Replace paper that gets lost (e.g., coupons,
boarding passes, etc.)
CRM Smartphone Propensity
Shopper Marketing
Retail Advertising
CRM Value / Mass
17. Treat Customers Differently to Encourage
Smartphone Adoption, cont’d
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Early Majority Adopters Late Majority Adoptersvs.
17
Education Data need estimator
Smartphone selection guidance based
on “what you like to do”
Smartphone benefits and tutorials
Most popular apps
Data need estimator
Free features (e.g., BBM, Skype, Wi-Fi
etc.)
Offer to pre-load apps and/or send to
store for help
Call to Action Outfit your family today Schedule an appointment today
Creative, continued
Post-purchase
Education/
Cross-sell
Tutorials and training online, in-store
Most popular apps for OS
Encourage to write a review at vzw.com
Accounts like yours have XYZ account
mix
Encourage to “refer a friend”
Tutorials and training online, in-store
Most popular apps for OS
Post Purchase
CRM Smartphone Propensity
Shopper Marketing
Retail Advertising
CRM Value / Mass
19. Source References
Experian. 2010 Technology Adoption Consumer Report: Spring 2010.
High Tech Strategies, Inc. Historical Perspective: The Technology Adoption Lifecycle.
http://www.hightechstrategies.com/profiles.html
Coatings World. New Technology Adoption, Part IV: May 2008.
http://findarticles.com/p/articles/mi_hb053/is_5_13/ai_n29437896/?tag=rel.res2
Wivoda Consulting, Inc. Information Technology Adoption: Moving from a cost of doing business to strategic
advantage.
Forrester. Segmentation Consumers By Technology Preference: April 2009.
Rogers, Everett M. Diffusions of Innovations: 2003.
http://steveapplegate.com/consultant/adopter/index.htm
Green Book. Research on Trends: Influentials, Innovators & Early Adopters.
http://www.greenbook.org/marketing-research.cfm/influentials-innovators-early-adopters
5MetaCom. Understanding the Technology Adoption Life Cycle. 1999.
http://www.5metacom.com/Assets/PDF/TechAdoptionLifeCycle.pdf
Verizon Wireless Performance Update, Nielsen, Oct. 1, 2010-Dec. 31, 2010.
20. Who Uses Data?
Looking at gender, age and race/ethnicity and assuming females, those age 35-44 and white as
the base (index of 100):
• Men, youth (ages 18-34), and non-white ethnic groups all over index
– Men = 1.39
– Youth (average) = 1.23
– Non-white Races (average) = 1.32
• Hispanics, in particular, drastically over index at 1.42
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 20
Smartphone MB Usage Levels by Demographics
Source: Verizon Wireless Performance Update, Nielsen, Oct. 1, 2010-Dec. 31, 2010
21. Different Verizon lines of business can use the following insight in different ways:
Innovators and Early Adopters are always passively shopping, therefore we want to message to those who
are competitive switchers in mass media, in-store, and via customer communications.
Early Majority adopters are now likely to be in the market for a smartphone, therefore we want to message
to them in mass media, in-store, and via customer communications.
Late Majority adopters probably are not in the market for a smartphone.
– We need to keep an eye on industry smartphone take rates during 2011 to identify when it will make
sense to message to them in mass and in-store.
– However, we can target Late Majority Adopters via direct customer communications.
Applying Insight by Lower Funnel
Marketing Responsibility
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Innovators &
Early Adopters Early Majority Late Majority
Retail
Advertising
Message To
(competitive switchers)
Message To
Do Not Message to in
1H 2011
Shopper
Marketing
Message To
(competitive switchers)
Message To
Do Not Message to in
1H 2011
CRM
Target Innovation 1
Segment
Target Innovation 2
Segment
Target Value/Mass
Plus Segments
21
22. Majority Adopters Think About Technology Differently
than Early Adopters
Early Latevs.
Majority Adopters
Key Trait Pragmatic
Prefer “tried and true” products
Resistant
Demands are rarely met
by new products
Judicious
Likes to be seen as opinion leader
Approach Thoughtful and Deliberate
“They like to stay with the herd.”
Conservative & Skeptical
“If it ain’t broke, don’t fix it.”
Managed Risk
“Willing to spend money
early in trial.”
Influencers
New opportunities/
Incremental improvements
Economic benefit/
Ease of use
Opportunity to leap frog/
Each Other
Drivers
Change to build
efficiencies
Change out of
necessity
Change to keep
competitive edge
Technology
POV
Optimistic
Believe technology can make
life better
Pessimistic
Believe new products overpromise
Enthusiastic
High utilization of technology
Early Adopters
23. In Absence of a Truly Compelling Bundle,
Consider Subtle Messaging Changes
Obviously, mass media reaches prospects and customers across the full adoption curve.
Therefore, we need to balance messaging to switching Early Adopters vs. to customer and
switching Majority Adopters.
Early Adopters Early Majority Adoptersvs.
Device
Positioning
Latest and greatest
Be the first/only to have
The next generation of
Better than ever before
4 stars from Engadget, BRG
Most popular
Most popular among families with kids
Fastest selling
Easiest to use
4 stars from Consumer Reports
Device
Benefits
Everything you love about being online in your palm
Owner quotes (e.g., they don’t call it “crackberry” for
nothing)
Stay more in-touch with friends and family than you can
imagine
Streamline your life
Device
Offers
BOGO, BOGA
$$ off
Free device set-up and training
Free switching tips
Plan
Offers
Family friendly data
Data plans starting as low as
Share plans
Speeds & Feeds
More power in your palm
Power your tablet with this phone’s
hotspot
Automatic system updates
$$ off advanced device bundles
Register now to be the first
Register now to get one of the limited
Device trade-in
XX MB data for only $$ per month
Data plans starting as low as
Family friendly data