How did your eCommerce site perform this holiday season?
Were you able to reach shoppers across multiple channels to compete effectively?
Featured Guest Forrester Research and EPiServer joined Guidance in a discussion on:
Data and trends: the results from the 2012 online shopping season
Promotions: timing, successes and failures
Site experience: what was important to online shoppers in 2012
Mobile: strategies that work and what is best for your brand and customer
Key take-aways: improve results for next year and optimize across channels and devices
We discussed the challenges from the 2012 holiday season and demonstrated how an integrated approach to web, tablet and mobile sites can deliver a seamless customer experience.
The document discusses trends in mobile usage and marketing. It notes that people now access the internet through multiple screens and spend more time on mobile. Marketers are shifting focus to location-based marketing and social media as people use mobile for games, social networking, news, and entertainment. Charts show rapid growth in smartphone and tablet ownership and usage, as well as mobile commerce sales. The document warns that most websites are not optimized for mobile access.
Mobile usage is growing exponentially, eclipsing desktop usage. Brands must have a mobile presence to engage consumers across devices. Data shows tablets are optimally suited for multimedia content like videos, while smartphones are best for quick tasks on the go. A mobile website reaches broader audiences, while apps allow deeper engagement.
The Latest Mobile Search Trends and Best Practices February 2012Performics
Mobile search trends and best practices for tablets and smartphones. Latest Performics data on mobile search impressions, clicks, CTRs, CPC and revenue per click by device.
6 Ways to Reach Tablet Shoppers to Drive ROI (Webinar)Monetate
Watch the webinar at: http://monetate.com/webinar/6-ways-to-reach-tablet-shoppers-to-drive-roi/
One of the biggest buzzwords heading into 2012 is tablets. iPads, Kindle Fires and other tablets are used increasingly by consumers for research and to ultimately buy online. What's more, according to research from Monetate, tablet shoppers purchase merchandise more frequently than those using smartphones.
In this webinar, you'll learn:
* Leading consumer trends driving the adoption of tablets;
* How to identify online opportunities from your website traffic;
* Best practices for optimizing your website for tablet shoppers;
* And so much more!
MIXX 2013: comScore "Brave New Digital World"IAB Canada
What media measurement businesses must address. Presented by Brent Bernie, President of comScore Canada. This presentation was given at IAB Canada's MIXX Conference in March 2013.
The document summarizes key findings from a 2012 study conducted by BlogHer on mothers' technology usage, social media habits, and trust in various media for parenting advice. Some of the main findings include:
- Mothers are highly connected, with 99% owning computers and 83% owning smartphones. More than half of toddlers use their mothers' devices.
- Blogs are the most trusted social media channel for parenting information and advice. Blogs also build more confidence in parenting skills than other channels.
- More than half of mothers make family purchasing or viewing decisions based on blog recommendations.
- Mothers increasingly hand devices like laptops, cameras and mp3 players to children at younger ages.
This document summarizes the findings of a survey conducted by IDG Connect on the global shift to Android tablets among business and IT professionals. The key findings were that Android is gaining significant momentum globally, with a majority or plurality in most regions believing Android will surpass iOS as the leading tablet OS within 12 months. Among IT professionals who do not yet own a tablet, 49% said they would buy an Android tablet compared to only 26% for the iPad. This suggests that contrary to analyst predictions, Android is experiencing growing adoption worldwide, driven by influencers like business and IT professionals.
The document discusses trends in mobile usage and marketing. It notes that people now access the internet through multiple screens and spend more time on mobile. Marketers are shifting focus to location-based marketing and social media as people use mobile for games, social networking, news, and entertainment. Charts show rapid growth in smartphone and tablet ownership and usage, as well as mobile commerce sales. The document warns that most websites are not optimized for mobile access.
Mobile usage is growing exponentially, eclipsing desktop usage. Brands must have a mobile presence to engage consumers across devices. Data shows tablets are optimally suited for multimedia content like videos, while smartphones are best for quick tasks on the go. A mobile website reaches broader audiences, while apps allow deeper engagement.
The Latest Mobile Search Trends and Best Practices February 2012Performics
Mobile search trends and best practices for tablets and smartphones. Latest Performics data on mobile search impressions, clicks, CTRs, CPC and revenue per click by device.
6 Ways to Reach Tablet Shoppers to Drive ROI (Webinar)Monetate
Watch the webinar at: http://monetate.com/webinar/6-ways-to-reach-tablet-shoppers-to-drive-roi/
One of the biggest buzzwords heading into 2012 is tablets. iPads, Kindle Fires and other tablets are used increasingly by consumers for research and to ultimately buy online. What's more, according to research from Monetate, tablet shoppers purchase merchandise more frequently than those using smartphones.
In this webinar, you'll learn:
* Leading consumer trends driving the adoption of tablets;
* How to identify online opportunities from your website traffic;
* Best practices for optimizing your website for tablet shoppers;
* And so much more!
MIXX 2013: comScore "Brave New Digital World"IAB Canada
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The document summarizes key findings from a 2012 study conducted by BlogHer on mothers' technology usage, social media habits, and trust in various media for parenting advice. Some of the main findings include:
- Mothers are highly connected, with 99% owning computers and 83% owning smartphones. More than half of toddlers use their mothers' devices.
- Blogs are the most trusted social media channel for parenting information and advice. Blogs also build more confidence in parenting skills than other channels.
- More than half of mothers make family purchasing or viewing decisions based on blog recommendations.
- Mothers increasingly hand devices like laptops, cameras and mp3 players to children at younger ages.
This document summarizes the findings of a survey conducted by IDG Connect on the global shift to Android tablets among business and IT professionals. The key findings were that Android is gaining significant momentum globally, with a majority or plurality in most regions believing Android will surpass iOS as the leading tablet OS within 12 months. Among IT professionals who do not yet own a tablet, 49% said they would buy an Android tablet compared to only 26% for the iPad. This suggests that contrary to analyst predictions, Android is experiencing growing adoption worldwide, driven by influencers like business and IT professionals.
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Coffee Corazon is a coffee shop that has received positive reviews from customers. People enjoyed the coffee and atmosphere. The shop seems to provide a good customer experience based on reviews.
Coffee Corazon is a coffee shop that has received positive reviews from customers. The shop seems to have garnered good reviews and feedback from patrons. In short, reviews indicate that Coffee Corazon offers a quality customer experience.
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IRCE 2014: Overcoming eCommerce Infrastructure Obstacles in Developing CountriesPress At Guidance
Retailer Cemaco, Guatemala’s largest home goods and hardware department store, joins Guidance CIO Jon Provisor to discuss how they conquered payment and shipping obstacles when launching their new eCommerce site.
In this presentation, the first in a series of 3 with @laurenceveale and @randallsnare, discover the when, what and where of mobile. Find out about the proliferation and predicted growth of mobile devices, global mobile trends and just how people actually engage with their mobile phones. Understanding the context of mobile is the first step in creating a mobile strategy.
The document discusses the growing importance and influence of mobile phones. It notes that 64% of consumers would give up TV before their smartphone, and 80% will not leave home without their phone. Time spent on mobile devices is increasing, exceeding time spent on other activities like newspapers, magazines, and the internet. Mobile advertising spending still lags behind time spent on mobile. The document advocates for a mobile-first approach where brands leverage the unique capabilities of mobile to deeply engage users.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive functioning. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
This document summarizes how the student's media products for their AS Media Studies Foundation Production used, developed, and challenged conventions of real media products. For their preliminary task, they created a school magazine called "WYMCOL magazine". For their main task, they created an indie/rock music magazine called "RAW". In creating these magazines, the student developed skills in InDesign and gained experience in writing articles. They hope to work in publishing and media in the future, possibly in journalism.
Pink Heals Chicagoland is a local chapter of a national organization with over 20 chapters nationwide that provides support for those affected by breast cancer. Most Pink Heals chapters have Facebook pages to connect members and share information. The organization continues expanding by adding new chapters regularly across the country.
Aunt Bertha provides an online database of social services programs and providers to help those in need. The document explains how Aunt Bertha organizes this information to make it easier to find. Key entities include Programs (groups of social services), Providers (organizations offering programs), Services (activities promoting welfare), and Places (physical locations where programs operate). The data entry spreadsheet collects information about programs, providers, services offered, locations served, and places of operation.
The document summarizes the production processes for automobiles at Millat Tractors Limited. It outlines 14 key steps in the production process from vendor selection to handing over the final product to marketing. It also lists the main inputs and outputs. Additionally, it discusses some of the critical decision areas for an operations manager, such as production planning and inventory levels. Finally, it evaluates the company's position in terms of cost, speed, quality, and flexibility compared to competitors.
Coffee Corazon is a coffee shop that has received positive reviews from customers. People enjoyed the coffee and atmosphere. The shop seems to provide a good customer experience based on reviews.
Coffee Corazon is a coffee shop that has received positive reviews from customers. The shop seems to have garnered good reviews and feedback from patrons. In short, reviews indicate that Coffee Corazon offers a quality customer experience.
Mobile phone contracts allow customers to receive a cell phone along with network access and calling plans. Customers can choose packages from different phone models, networks, and plans based on their needs. It's easy to compare contracts by considering network coverage, call rates, data limits, and overall costs on comparison sites. Mobile contracts provide affordable monthly plans, good call and data rates, and discounts on expensive phones. Customers can contact providers through online forms for assistance.
IRCE 2014: Overcoming eCommerce Infrastructure Obstacles in Developing CountriesPress At Guidance
Retailer Cemaco, Guatemala’s largest home goods and hardware department store, joins Guidance CIO Jon Provisor to discuss how they conquered payment and shipping obstacles when launching their new eCommerce site.
In this presentation, the first in a series of 3 with @laurenceveale and @randallsnare, discover the when, what and where of mobile. Find out about the proliferation and predicted growth of mobile devices, global mobile trends and just how people actually engage with their mobile phones. Understanding the context of mobile is the first step in creating a mobile strategy.
The document discusses the growing importance and influence of mobile phones. It notes that 64% of consumers would give up TV before their smartphone, and 80% will not leave home without their phone. Time spent on mobile devices is increasing, exceeding time spent on other activities like newspapers, magazines, and the internet. Mobile advertising spending still lags behind time spent on mobile. The document advocates for a mobile-first approach where brands leverage the unique capabilities of mobile to deeply engage users.
Mobile is not primarily mobile in the sense of "on the go" - but most businesses treat the "mobile OS" activities like that. 7 early conclusions that help to get the right perspective in "mobile" digital marketing.
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Business users need to stay connected to company systems while on the go, and developers need to create apps that empower their mobile workforce. How can you create apps that meet user needs and company requirements?
Jason Ruger, Senior Director of IT Strategy and Information Security for Motorola Mobility, explains the challenges and solutions for building enterprise mobile apps.
Webinar topics include:
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-Testing across multiple Android™ versions
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This document discusses the growing importance of mobile media and strategies for religious organizations. It notes that mobile usage is growing rapidly, with tablets projected to outsell PCs by 2015. The organization discussed has seen mobile traffic increase from 19% to 38% of its total web traffic. It is addressing this shift by creating mobile-optimized websites and apps for iOS and Android. The organization aims to prioritize the same key content and calls-to-action on mobile as desktop and facilitate ministry through multiple platforms.
Presentation at the Mobile Payments Conference in SF, CA.
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The document provides an overview of Barb Cagley's background in graphic design and web/mobile app development. It then shares statistics on smartphone usage and penetration rates. Next, it discusses the differences between web apps, native apps, and social apps. The rest of the document offers guidance on determining your target audience, where they are located, types of apps to consider, examples, and factors for the mobile app decision process.
Join eMarketer Principal Analyst Jeffrey Grau as he highlights eMarketer’s new US retail ecommerce forecast, predicting how this channel will develop over the next five years and discussing the implications for retailers.
This document discusses opportunities in the mobile advertising industry in Southeast Asia. It notes that the mobile internet user population is growing rapidly across Southeast Asian countries. Smartphone adoption is also increasing, though feature phones still dominate the market. The mobile advertising market is expected to grow significantly in coming years, reaching $1.3 billion in Indonesia alone by 2013. To capitalize on opportunities, the document recommends expanding mobile advertising campaigns into new verticals such as news, sports, technology and entertainment. It also stresses the importance of using mobile data to precisely target and optimize ad campaigns.
Mobile trends show rapid growth in mobile search driven by an annual holiday peak. Half of all mobile internet sessions start with search. Mobile search queries grew over 200% year-over-year in 2011 for top searches. Marketers are recognizing the need to optimize websites for mobile to improve the customer experience and capture the growing mobile traffic. However, many large companies still do not have mobile-optimized sites, presenting an opportunity for those that make the investment.
I put together this point of view about responsive web design for my employer IQ. It's a deck you can share with clients or executives to help them understand what responsive design is, why they should care about it, and how to decide if it's right for their business.
This document from comScore provides insights into mobile trends from 2012 and their implications for 2013. It summarizes that smartphones and tablets are ubiquitous, with over half of newly acquired devices in the US being smartphones. Mobile traffic has doubled in the past year and accounts for over 13% of web traffic. Most top digital properties have a double-digit mobile exclusive audience. It also outlines trends in smartphone and tablet platforms, ownership demographics, and mobile media usage. Key disruptions for 2013 are seen in mobile shopping and the role of devices in the home.
Creating a Case for Mobility - Philly Tech WeekThe Judge Group
Building a case for mobility within the enterprise. From understanding the business scenarios to leveraging the proper technical tools. From Philly Tech Week Enterprise Mobility Workshop.
Hot house istrategy_presentation_february_2012_original-1iStrategy
The document discusses how consumer usage of mobile devices for internet access and social media is growing rapidly, surpassing desktop usage. It notes that nearly half of smartphone users have Android devices, so brands need to support Android as well as iOS to reach the majority of mobile users. The document also provides tips on developing an effective mobile marketing strategy, such as understanding consumer mobile behaviors and choosing technologies like SMS that are widely used.
American Banker Conference Presentation June 2012: Harnessing mobile bankingKony, Inc.
The document is a presentation by Charles Herel of Kony Solutions about harnessing the power of mobile financial applications. It discusses the growth of mobile banking and how financial institutions can leverage features of mobile devices to provide personalized services to customers. It also covers security best practices, multi-channel support across platforms, and ways mobile technology can enhance offerings like bill pay, deposits, payments and location-based services.
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Join eMarketer Principal Analyst Jeffrey Grau to learn how retailers’ promotional offers have extended the online holiday shopping season, and how consumers will get their shopping cues from retailers’ promotional emails, social media and mobile comparison shopping engines.
This document summarizes the rise of the Android mobile operating system. It notes that Android has grown rapidly since its introduction in 2008 and now has the largest market share of any mobile platform. The document provides statistics showing Android surpassing other platforms like iOS, Blackberry and Windows Mobile in terms of market share, app downloads, and data usage. It also discusses how Android is expanding beyond smartphones into new devices and product categories.
SharePoint 2013 and the Enterprise Mobile RevolutionJoel Oleson
This document discusses the rise of mobile devices and the need for organizations to support mobile access to their intranets and SharePoint sites. It notes that over 1 billion smartphones will be in use by 2013 and that 50% of enterprise customers are moving to cloud-based solutions. The document highlights new capabilities in SharePoint 2013 for improved mobile browsing and mobile apps on various platforms. It emphasizes the importance of responsive web design to provide optimized experiences across different devices. Case studies are presented showing how responsive design has driven adoption and business value. The key takeaway is that organizations should plan for mobile-friendly intranets, extranets and public sites using responsive design best practices.
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11. …but mobile shopping may be maturing
on key dates
Did you shop online with your mobile device over Thanksgiving Weekend
(November 24-27, 2011; November 22-25, 2012)?
25%
Thanksgiving Weekend
28%
2012
2011
21%
Cyber Monday 23% of web
18% shoppers said they
shopped with a
mobile device on
Base: recent online buyers Cyber Monday
Source: Bizrate Insights/Forrester Holiday Shopping Flash Surveys, Q4 2011 and Q4 2012
15. Mobile buying tends to peak on key
dates
For which of the following shopping activities did you use your
mobile device this Thanksgiving Weekend/Cyber Monday?
Make purchases 70%
70%
Browse or research products 60%
56%
Price checks 56%
48%
Read product/store reviews 37%
28% Thanksgiving Weekend
General store information 29% Cyber Monday
20%
Locate retail stores 30%
17%
Look up policy information 10%
(e.g. returns, Customer 9%
Use a QR or 2-d bar code to 7%
research an item 4%
Base: 2,621 Thanksgiving Weekend online shoppers; 1,303 Cyber Monday online shoppers
Source: Forrester-Bizrate Insights Holiday Flash Survey 2012
16. There don’t appear to be many new
shoppers shopping online at this time
Pre-Thanksgiving Thanksgiving Cyber Monday
Weekend
I shopped in stores
66% 72% 77%
less because I
shopped online
65% 70% 76%
instead
I shopped online
instead of in stores 78% 73% 81%
for this purchase
because there were 76% 71%
better deals online 81%
2011 2012
Source: Bizrate Insights/Forrester Holiday Shopping Flash Surveys, Q4 2011 and Q4 2012
17. Shoppers may be showing signs of
promotional fatigue, especially pre-holiday
Which of the following best characterizes your feelings about online deals, promotions, and
specials around the holidays?
Thanksgiving
Pre-Thanksgiving Cyber Monday
Weekend
Deals are so frequently
offered that it is easy to 6% 6% 5%
always buy with a sale or 16% 7% 5%
promotion
Taking advantage of
deals is even more 15% 15% 16%
important to me now 19% 13% 15%
than in previous years
I love deals! The more, 23% 23% 23%
the merrier 15% 22% 24%
I will only buy if I have a 17% 21% 22%
deal, sale or promotion 12% 20% 21%
2011 2012
Source: Bizrate Insights/Forrester Holiday Shopping Flash Surveys, Q4 2011 and Q4 2012
18. Email still dominates during the holidays
How did you learn about these special deals [from today’s purchase]?
Pre-Thanksgiving Thanksgiving
Cyber Monday)
Weekend
I visited the retail site I visited the retail site
43% 44%
I visited the retail site 41%
directly directly 44% 44%
directly 39%
Via email from the Via email 37%
from the 39%
Via email from the 44%
retailer 37%
retailer 39%
retailer 46%
Through search Through search
11% 10% Through search 9%
engines 11% engines 10% engines 8%
Someone told me Someone told me
10% 11%Someone told me 11%
about it 9% about it 10% about it 9%
Other email 9% Other email 7% Other email 7%
8% 9% 8%
Deals or shopping Deals or shopping
6% 6% Deals or shopping 6%
website 6% website 7% website 6%
Retailer's social 4% Retailer's social 3% Retailer's social 4%
presence 4% presence 3% presence 5%
2011 2012
Source: Bizrate Insights/Forrester Holiday Shopping Flash Surveys, Q4 2011 and Q4 2012
20. Promotions were lackluster
“[Decide.com] looked at more than 500
doorbusters advertised in Black Friday circulars
by big-box and department stores …and found
that nearly one-third of the products had been
sold at lower prices this year.”
24. Shipping clubs are growing as well
“Are you a member of a shipping club or program (i.e.
Amazon Prime, Shoprunner or Williams-Sonoma “How does your membership in a shipping club or
Reserve)?” program affect your shopping frequency?”
I shop more (or plan to
shop more) with the
14% retailer(s) whose 66%
12% shipping club I have
joined
9%
The shipping club has
not changed my
shopping behavior with
31%
that retailer
I shop less with the
2010 2011 2012 retailer after joining the 3%
shipping club
N: 809 shipping club members
Source: Bizrate/Forrester Online Retail Holiday Study, Q4 2010, Q4 2011 and Q4 2012
36. Trend 2: Synergies with stores
Top Digital Initiatives for 2013 (# of Retailers
Responding) Examples/Definitions
Checkout optimization, alternative payments,
Site conversion 31 user experience, testing, analytics
investments, product detail page enhancement
Mobile and tablet 26 Mobile-optimized sites, mobile analytics,
mobile traffic and conversion growth
Site redesign 16 Core site “look and feel” overhaul, responsive
design changes
International growth 16 Shipments abroad
Cross-channel analytics, ship from store,
Multichannel efforts 15 endless aisle
Source: State of Retailing Online 2013, a Shop.org study conducted by Forrester Research
41. More retailers now have complex
distribution algorithms that optimize for
shipment time, cost and inventory turns
Distribution centers Stores 3rd party partners
Drop shop
Most common Pick from store
Marketplaces
Item source
Fulfillment destination
Home Your stores Other stores DCs
Most common Ship-to-store John Lewis-Waitrose Best Buy
In-store pickup
42. Trend 3: More and more personalization
FSIs
Media mix models
Stores Loyalty program
Transaction data Customer analysis
Geographic location
Promotion redemption
Email
Website Open rates
Click-throughs
Clickstream data
Categories browsed
Promotion redemption
Mobile Social
Geographic location Number of fans
Checkin information Fan activity
App downloads Fan comments
Offer redemptions
46. Introducing EPiServer
Digital
E-Commerce
Marketing
Improving customer experience by combing e-Commerce and
digital marketing software
#ecommholidays
47. Introducing EPiServer
Customer
Experience
Improving customer experience by combing e-Commerce and
digital marketing software
#ecommholidays
48. Successful B2C and B2B sites
over 4700 customers
30
in countries
630
through a network of partners
#ecommholidays
49. User Journey
Get
Get
trusted Get
converted
engaged Get
care
Get
visible
Get
fulfilled
Get
Get
in touch
loyalty
Customer experience across the user journey is a new source of
competitive advantage.
#ecommholidays
50. User Journey
Get
Digital Marketing Get
trusted Get
converted
engaged Get
Product Information Management care
Get
visible
Merchandising Get
fulfilled
E-Commerce
Get
Get
in touch
loyalty Order Management
Customer experience across the user journey is a new source of
Customer Care
competitive advantage.
#ecommholidays
51. Consider replatforming to EPiServer when…
• Customer experience is important
• Need agility to experiment and adjust experiences
• Mobile, social, or email are important touch points
• Sharing / enriching product catalog information is
important across channels
• Visitor behavior is a desired driver of experience
• High performance e-commerce throughput is needed
#ecommholidays
52. About Guidance
Our Team & Expertise
! Founded
in
1993
(20th!)
! 100
professionals
with
offshore
teams
in
Buenos
Aires,
Romania,
Singapore
&
India
! 300+ Web applications
! 20+ year track record
! $3B+ yearly in online sales transactions
! Industry leading solutions
! Technology - agnostic
! Requirements driven
53. About Guidance
What We Do
Commerce Web Creative & Hosting
Mobile & Social
Development UI Design & Managed
Services
Strategy Integration SEO Analytics
59. Build For The Device
Metrics
! Reten%on
! Opera%ng
System/Pla4orm
! Visitors Flow
! In Page Analytcs
60. Omni-Channel
Promotions & Location-based
coupons services
Mobile
Self-scanning &
commerce
self-checkout
Mobile shopping
Payments
lists
In-store Social commerce
research
Loyalty
61. Omni-Channel
Store location
Promotions &
coupons
Online commerce
Mobile
commerce
Self-scanning &
self-checkout
Offline commerce
Mobile shopping lists
Payments
Mail order
In-store research
Loyalty Social Commerce
64. THANK YOU
! Sucharita Mulpuru
smulpuru@forrester.com
@smulpuru
! Bob Egner
bob.egner@episerver.com
@episerverus
! Mike Hill
mhill@guidance.com
@guidance
#ecommholidays