This document provides an in-depth look at consumer mobile habits and views of mobile retail based on research. It finds that consumers want a first-class mobile experience allowing for fast, efficient purchases on the go. While mobile shopping is growing, the customer experience is still subpar compared to other channels. Barriers include small screens, difficult navigation, and security concerns. Retailers need to optimize their mobile offerings to improve usability, accessibility, and reassure consumers in order to fulfill consumers' desire to shop conveniently via mobile.
This document summarizes key mobile commerce trends from a report on how mobile is changing buying and selling behaviors. It finds that mobile web and app usage is growing rapidly, with over 1.2 billion people accessing the web via mobile devices. Users are more spontaneous shoppers on mobile and expect fast load times and seamless experiences across devices. The rise of tablets also presents major opportunities for retailers, with tablet owners spending more and being more likely to complete purchases. Email, social media, and search are increasingly mobile activities that influence purchasing decisions.
The whitepaper presents a holistic view of the digital retail space. It decodes the impact of technologies like NFC, Beacons and Apple Pay while giving a glimpse into trends and challenges associated with m-Commerce.
This document discusses a study conducted by Latitude 42 on next-generation retail and mobile shopping. The study surveyed over 900 smartphone users across the US and UK. It found that 63% expect to do more mobile shopping in the future. Mobile shopping is popular for its convenience, with many shopping from home or on the go. The study also found opportunities for retailers to better integrate digital and physical shopping experiences using consumers' mobile devices.
The role of m-Commerce in the new shopper landscapeiModerate
In this study we partnered with uSamp to take a look at the role mobile devices are playing in the new shopping landscape. Our qual-quant study reveals that while consumers are embracing the latest technology as another means to shop for products, companies still need to make improvements to provide better convenience and functionality for them on a mobile device. For marketers, understanding how to create an effortless consumer experience that makes shopping on a mobile device more appealing is just one major key to success. In this report you’ll find this and many other tips to inform and improve your mobile strategy.
This document summarizes key findings from a global mobile commerce research study conducted by Ipsos MORI on behalf of PayPal across 22 markets. Some of the main findings include:
- 33% of online shoppers on average buy online using a smartphone, ranging from 17% in Netherlands to 53% in Turkey. Mobile commerce is expected to grow significantly faster than overall ecommerce.
- 59% of smartphone shoppers on average are aged 18-34, highlighting the importance of catering to younger demographics.
- Top barriers to mobile shopping are preferring other devices, small screens, and security concerns. Assuring security could help increase mobile usage.
- Popular current smartphone activities are searching for product
As online technology and services develop, mobile online technology and services of the same kind are sure to follow. This is true of mobile commerce. E-commerce has grown significantly over the past 10 years; and today, mobile commerce not only offers shoppers the same browser-based purchasing services via mobile, but in fact, allows more seamless crossing of channels from digital shopping to in-store shopping.
Here is our latest white paper, Passport To Purchase: M-Commerce, and read more abut the mobile evolution and its implications on CPGs, cross-channel approaches, target demographics, purchase behaviors, and more.
Mobile devices are enabling new forms of commerce by allowing consumers to discover and purchase products anywhere. Services like Browsy, Soldsie, and Pixbi allow consumers to shop directly from social media platforms and magazines by linking products featured in images and posts to online retailers. Major brands are also launching shoppable mobile apps and partnering with payment providers to offer in-app and one-click purchasing. As mobile continues to become the primary way people browse online, retailers must look for opportunities to make their inventory shoppable on the various platforms where consumers spend their time.
This document summarizes key mobile commerce trends from a report on how mobile is changing buying and selling behaviors. It finds that mobile web and app usage is growing rapidly, with over 1.2 billion people accessing the web via mobile devices. Users are more spontaneous shoppers on mobile and expect fast load times and seamless experiences across devices. The rise of tablets also presents major opportunities for retailers, with tablet owners spending more and being more likely to complete purchases. Email, social media, and search are increasingly mobile activities that influence purchasing decisions.
The whitepaper presents a holistic view of the digital retail space. It decodes the impact of technologies like NFC, Beacons and Apple Pay while giving a glimpse into trends and challenges associated with m-Commerce.
This document discusses a study conducted by Latitude 42 on next-generation retail and mobile shopping. The study surveyed over 900 smartphone users across the US and UK. It found that 63% expect to do more mobile shopping in the future. Mobile shopping is popular for its convenience, with many shopping from home or on the go. The study also found opportunities for retailers to better integrate digital and physical shopping experiences using consumers' mobile devices.
The role of m-Commerce in the new shopper landscapeiModerate
In this study we partnered with uSamp to take a look at the role mobile devices are playing in the new shopping landscape. Our qual-quant study reveals that while consumers are embracing the latest technology as another means to shop for products, companies still need to make improvements to provide better convenience and functionality for them on a mobile device. For marketers, understanding how to create an effortless consumer experience that makes shopping on a mobile device more appealing is just one major key to success. In this report you’ll find this and many other tips to inform and improve your mobile strategy.
This document summarizes key findings from a global mobile commerce research study conducted by Ipsos MORI on behalf of PayPal across 22 markets. Some of the main findings include:
- 33% of online shoppers on average buy online using a smartphone, ranging from 17% in Netherlands to 53% in Turkey. Mobile commerce is expected to grow significantly faster than overall ecommerce.
- 59% of smartphone shoppers on average are aged 18-34, highlighting the importance of catering to younger demographics.
- Top barriers to mobile shopping are preferring other devices, small screens, and security concerns. Assuring security could help increase mobile usage.
- Popular current smartphone activities are searching for product
As online technology and services develop, mobile online technology and services of the same kind are sure to follow. This is true of mobile commerce. E-commerce has grown significantly over the past 10 years; and today, mobile commerce not only offers shoppers the same browser-based purchasing services via mobile, but in fact, allows more seamless crossing of channels from digital shopping to in-store shopping.
Here is our latest white paper, Passport To Purchase: M-Commerce, and read more abut the mobile evolution and its implications on CPGs, cross-channel approaches, target demographics, purchase behaviors, and more.
Mobile devices are enabling new forms of commerce by allowing consumers to discover and purchase products anywhere. Services like Browsy, Soldsie, and Pixbi allow consumers to shop directly from social media platforms and magazines by linking products featured in images and posts to online retailers. Major brands are also launching shoppable mobile apps and partnering with payment providers to offer in-app and one-click purchasing. As mobile continues to become the primary way people browse online, retailers must look for opportunities to make their inventory shoppable on the various platforms where consumers spend their time.
Ubiquitous Computing and the In-Store Shopping ExperienceRosetta Marketing
Jonathan Morgan, Experience Director at Rosetta, unpacks "Ubiquitous Computing and the In-Store Shopping Experience" in his presentation to UXPA Cleveland.
This document discusses how consumer shopping behaviors are converging online and offline as mobile technologies emerge. It outlines how consumers now use their mobile devices to discover products, get opinions from friends, compare prices, create shopping lists, share purchases, and receive coupons. The document also notes that retailers can engage shoppers across the new consumer journey by providing personalized recommendations, incentives, and hands-free payment options using mobile technologies. It encourages retailers to embrace new consumer behaviors and enhance the shopping experience through mobile.
Nielsen global e commerce and the new retail report april 2015 (digital)Digital Knock
The document discusses how digital technologies are changing grocery shopping behaviors around the world. Some key points:
- One-quarter of respondents currently order groceries online for home delivery, and over half are willing to do so in the future, representing a resurgence of the home delivery model. Automatic subscription services and virtual supermarkets in places like subway systems are also growing in popularity.
- Younger generations, especially Millennials and Gen Z, are the most enthusiastic adopters of online grocery shopping. They have higher current usage of and willingness to use various e-commerce options like home delivery, in-store pickup, and subscriptions.
- While e-commerce is growing, brick-and-mortar stores
This document summarizes a presentation on mobile commerce. Key points include:
- Mobile now influences a significant percentage of retail sales, with smartphones driving $35 billion in online sales and $244 billion in influenced offline sales in 2015.
- As a result, retailers are prioritizing mobile experiences over other initiatives like site redesigns. However, mobile spending remains a modest percentage of overall marketing budgets.
- Shoppers conduct significant mobile research both online and in stores before purchases. They use their phones for tasks like price comparisons, reviews, product info, and coupons.
- While mobile commerce is growing, many shoppers still find the mobile shopping experience limited compared to desktop. Device fragmentation also challenges retailers.
1) While mobile shopping accounts for less than 1% of retail sales currently, mobile devices influence a much greater portion (estimated at 40% in 2013) through product research conducted online and in-store.
2) Many shoppers prefer to do product research on mobile but complete purchases via desktop or in-store. They value mobile's convenience while still wanting to see products in person before buying.
3) Retailers have an opportunity to better merge online and offline experiences by offering in-store pickup, integrated inventory, and mobile services like maps, recommendations, and virtual try-ons to improve the shopping experience across channels.
Mobile advertising spend is up 80% over the last year, but sales from mobile represent only 1% of commerce. While initial mobile performance seems low, analytics tools cannot fully measure mobile's impact because they fail to track how consumers use multiple devices before purchasing. To better understand mobile's influence, retailers must analyze consumer behavior and measure metrics beyond single-device transactions, such as how mobile drives in-store sales and new customer registrations.
This deck shows how customer (self-)service can be re-imagined through messaging/texting, and how context continuity can be maintained atop of the explosion of available customer care channels.
The document discusses the growing importance of mobile internet and provides guidance on building effective mobile sites. It notes that over half of UK consumers now engage in mobile commerce and mobile internet usage will continue rising. The document then provides examples and best practices for mobile site design, such as detecting mobile devices, repurposing content for different screens, and driving traffic through methods like SMS and social media. It emphasizes designing for usability and integrating mobile sites with desktop sites and back-end systems.
Emerging Mobile Trends & Behaviors for 2013Paul Booth
Globally, tablet sales are forecast to outstrip PC sales by 2016. While tablet customers share behaviors with PC users, there are differences across platforms that present opportunities for marketers. By 2013, over 50% of all emails are expected to be opened on mobile devices like phones and tablets, down from 36% in the first half of 2012. This poses challenges for marketers as email performs less well on these devices. Responsive design can optimize the email experience based on the device. Near field communication (NFC) is expected to enable more applications especially mobile payments, which could reach $100 billion by 2016. Mobile payments and digital wallets will continue gaining mainstream adoption through 2013 and beyond.
Presentation by Martin Wootton to the MRS in July 2013. Martin explores the rapidly changing developments in consumer buying behaviour in a multi channel digital world
This document discusses how digital technologies are transforming retail by exponentially increasing the complexity of consumer shopping journeys. It notes that mobility and apps now represent a similar disruption to e-commerce in the late 1990s. The key insights are that retailers need to understand shifting digital behaviors and offer a hyper-relevant experience focused on efficiency over personalization. Retailers that leverage insights into consumer contexts through technologies like IoT can improve profitability by 15.6%.
Mobile Wallets In China: What You Need To Know Mark Opao
Sooner or later, mobile wallets will become a norm rather than a trend in the way we do payments in China, online or offline. In this report we have gathered relevant research to assess the current state and future potential of mobile wallets in China that marketers should know- including the prominent wallet types, usage trends, key challenges and future prospects.
Today’s retail environment is highly influenced by new digital models which are becoming more mainstream, as consumers enjoy higher internet penetration and seek more convenience and value, as well as choice, personalized offers, and great service.
This presentation demonstrates the most prominent trends in the e-commerce industry. This is an Executive Summary version of the presentation. To view the entire presentation, please contact Carmelon Digital Marketing.
Mobile commerce involves electronic transactions made on mobile devices such as smartphones and has grown significantly in recent years. It began in 1997 with text message payments in Finland and expanded to other countries. The iPhone's introduction in 2006 drove growth through mobile applications. While it offers advantages like convenience and price comparisons, mobile commerce faces technological limitations and security issues. Global sales increased rapidly from $1.2 billion in 2009 to a projected $31 billion by 2016, and China has emerged as the fastest growing market as smartphones and networks spread there. Men ages 30-49 are the leading users who spend more time and money mobile shopping.
Shift of the Decade: Enterprise Goes MobileMonitise MEA
Industries Adopting Mobility
Enterprise Mobility Market Share
Businesses Investing More in Mobile
Enterprise Mobility Adoptation
Benefits of Mobility to Enterprises
Focus Areas in Enterprise Mobility
The document discusses strategies for engaging Indonesia's emerging middle class consumers. It notes that Indonesia's GDP per capita has exceeded $3,600 and around 50 million people have entered the middle income bracket in recent years. The middle class spends significant amounts at mini-marts and supermarkets and values convenience and innovation. Companies like 7-Eleven have successfully tapped into middle class social habits by providing free WiFi and hosting events. Both online and offline marketing approaches will be needed to reach Indonesia's diverse middle class consumers, including digital, TV, and in-store promotions emphasizing value, convenience, and social engagement.
The document discusses the evolution of digital technology and its impact on our lives and marketing. Some key points include:
- The internet has grown dramatically in the last 10 years, with over 55% of the world's population now online. Mobile internet usage accounts for 50% of total usage.
- Devices people use to access the internet have shifted heavily to mobile phones over laptops and desktops. 65% of internet access is now through mobile phones.
- How people search for products has changed significantly, with most consumers beginning searches online rather than in physical stores. Social media recommendations also influence over 75% of younger consumers.
- E-commerce has grown enormously, now representing over 16% of total retail spending globally
This document summarizes a webinar about mobile-based research options and best practices. It discusses using mobile surveys via SMS/text, mobile web, and apps for both quantitative and qualitative research. Examples are provided of using text surveys at hospitals and on ferries to collect customer feedback. Mobile apps can deliver more visual surveys and be used to map customer journeys. Qualitative options discussed include mobile ethnography, blogs, video diaries, and vox pops over mobile panels. The webinar emphasizes keeping mobile surveys short and simple, engaging respondents, and considering technical capabilities and privacy issues of new methods like location-based tracking.
This document summarizes a webinar about mobile-based market research options and best practices. It introduces Scott Dodgson and Paula Juson of SKOPOS market insight, who have over 10 years of experience with mobile and qualitative research. The webinar discusses how mobile research has evolved from early limitations to its current opportunities due to widespread mobile adoption. Key opportunities include audience and topic relevance, reach, speed, and ability to provide rich contextual data. Challenges include technical limitations of devices, cost concerns, and difficulty engaging some demographics like older audiences. The webinar provides best practices for mobile research and promises case studies in the next session.
Ubiquitous Computing and the In-Store Shopping ExperienceRosetta Marketing
Jonathan Morgan, Experience Director at Rosetta, unpacks "Ubiquitous Computing and the In-Store Shopping Experience" in his presentation to UXPA Cleveland.
This document discusses how consumer shopping behaviors are converging online and offline as mobile technologies emerge. It outlines how consumers now use their mobile devices to discover products, get opinions from friends, compare prices, create shopping lists, share purchases, and receive coupons. The document also notes that retailers can engage shoppers across the new consumer journey by providing personalized recommendations, incentives, and hands-free payment options using mobile technologies. It encourages retailers to embrace new consumer behaviors and enhance the shopping experience through mobile.
Nielsen global e commerce and the new retail report april 2015 (digital)Digital Knock
The document discusses how digital technologies are changing grocery shopping behaviors around the world. Some key points:
- One-quarter of respondents currently order groceries online for home delivery, and over half are willing to do so in the future, representing a resurgence of the home delivery model. Automatic subscription services and virtual supermarkets in places like subway systems are also growing in popularity.
- Younger generations, especially Millennials and Gen Z, are the most enthusiastic adopters of online grocery shopping. They have higher current usage of and willingness to use various e-commerce options like home delivery, in-store pickup, and subscriptions.
- While e-commerce is growing, brick-and-mortar stores
This document summarizes a presentation on mobile commerce. Key points include:
- Mobile now influences a significant percentage of retail sales, with smartphones driving $35 billion in online sales and $244 billion in influenced offline sales in 2015.
- As a result, retailers are prioritizing mobile experiences over other initiatives like site redesigns. However, mobile spending remains a modest percentage of overall marketing budgets.
- Shoppers conduct significant mobile research both online and in stores before purchases. They use their phones for tasks like price comparisons, reviews, product info, and coupons.
- While mobile commerce is growing, many shoppers still find the mobile shopping experience limited compared to desktop. Device fragmentation also challenges retailers.
1) While mobile shopping accounts for less than 1% of retail sales currently, mobile devices influence a much greater portion (estimated at 40% in 2013) through product research conducted online and in-store.
2) Many shoppers prefer to do product research on mobile but complete purchases via desktop or in-store. They value mobile's convenience while still wanting to see products in person before buying.
3) Retailers have an opportunity to better merge online and offline experiences by offering in-store pickup, integrated inventory, and mobile services like maps, recommendations, and virtual try-ons to improve the shopping experience across channels.
Mobile advertising spend is up 80% over the last year, but sales from mobile represent only 1% of commerce. While initial mobile performance seems low, analytics tools cannot fully measure mobile's impact because they fail to track how consumers use multiple devices before purchasing. To better understand mobile's influence, retailers must analyze consumer behavior and measure metrics beyond single-device transactions, such as how mobile drives in-store sales and new customer registrations.
This deck shows how customer (self-)service can be re-imagined through messaging/texting, and how context continuity can be maintained atop of the explosion of available customer care channels.
The document discusses the growing importance of mobile internet and provides guidance on building effective mobile sites. It notes that over half of UK consumers now engage in mobile commerce and mobile internet usage will continue rising. The document then provides examples and best practices for mobile site design, such as detecting mobile devices, repurposing content for different screens, and driving traffic through methods like SMS and social media. It emphasizes designing for usability and integrating mobile sites with desktop sites and back-end systems.
Emerging Mobile Trends & Behaviors for 2013Paul Booth
Globally, tablet sales are forecast to outstrip PC sales by 2016. While tablet customers share behaviors with PC users, there are differences across platforms that present opportunities for marketers. By 2013, over 50% of all emails are expected to be opened on mobile devices like phones and tablets, down from 36% in the first half of 2012. This poses challenges for marketers as email performs less well on these devices. Responsive design can optimize the email experience based on the device. Near field communication (NFC) is expected to enable more applications especially mobile payments, which could reach $100 billion by 2016. Mobile payments and digital wallets will continue gaining mainstream adoption through 2013 and beyond.
Presentation by Martin Wootton to the MRS in July 2013. Martin explores the rapidly changing developments in consumer buying behaviour in a multi channel digital world
This document discusses how digital technologies are transforming retail by exponentially increasing the complexity of consumer shopping journeys. It notes that mobility and apps now represent a similar disruption to e-commerce in the late 1990s. The key insights are that retailers need to understand shifting digital behaviors and offer a hyper-relevant experience focused on efficiency over personalization. Retailers that leverage insights into consumer contexts through technologies like IoT can improve profitability by 15.6%.
Mobile Wallets In China: What You Need To Know Mark Opao
Sooner or later, mobile wallets will become a norm rather than a trend in the way we do payments in China, online or offline. In this report we have gathered relevant research to assess the current state and future potential of mobile wallets in China that marketers should know- including the prominent wallet types, usage trends, key challenges and future prospects.
Today’s retail environment is highly influenced by new digital models which are becoming more mainstream, as consumers enjoy higher internet penetration and seek more convenience and value, as well as choice, personalized offers, and great service.
This presentation demonstrates the most prominent trends in the e-commerce industry. This is an Executive Summary version of the presentation. To view the entire presentation, please contact Carmelon Digital Marketing.
Mobile commerce involves electronic transactions made on mobile devices such as smartphones and has grown significantly in recent years. It began in 1997 with text message payments in Finland and expanded to other countries. The iPhone's introduction in 2006 drove growth through mobile applications. While it offers advantages like convenience and price comparisons, mobile commerce faces technological limitations and security issues. Global sales increased rapidly from $1.2 billion in 2009 to a projected $31 billion by 2016, and China has emerged as the fastest growing market as smartphones and networks spread there. Men ages 30-49 are the leading users who spend more time and money mobile shopping.
Shift of the Decade: Enterprise Goes MobileMonitise MEA
Industries Adopting Mobility
Enterprise Mobility Market Share
Businesses Investing More in Mobile
Enterprise Mobility Adoptation
Benefits of Mobility to Enterprises
Focus Areas in Enterprise Mobility
The document discusses strategies for engaging Indonesia's emerging middle class consumers. It notes that Indonesia's GDP per capita has exceeded $3,600 and around 50 million people have entered the middle income bracket in recent years. The middle class spends significant amounts at mini-marts and supermarkets and values convenience and innovation. Companies like 7-Eleven have successfully tapped into middle class social habits by providing free WiFi and hosting events. Both online and offline marketing approaches will be needed to reach Indonesia's diverse middle class consumers, including digital, TV, and in-store promotions emphasizing value, convenience, and social engagement.
The document discusses the evolution of digital technology and its impact on our lives and marketing. Some key points include:
- The internet has grown dramatically in the last 10 years, with over 55% of the world's population now online. Mobile internet usage accounts for 50% of total usage.
- Devices people use to access the internet have shifted heavily to mobile phones over laptops and desktops. 65% of internet access is now through mobile phones.
- How people search for products has changed significantly, with most consumers beginning searches online rather than in physical stores. Social media recommendations also influence over 75% of younger consumers.
- E-commerce has grown enormously, now representing over 16% of total retail spending globally
This document summarizes a webinar about mobile-based research options and best practices. It discusses using mobile surveys via SMS/text, mobile web, and apps for both quantitative and qualitative research. Examples are provided of using text surveys at hospitals and on ferries to collect customer feedback. Mobile apps can deliver more visual surveys and be used to map customer journeys. Qualitative options discussed include mobile ethnography, blogs, video diaries, and vox pops over mobile panels. The webinar emphasizes keeping mobile surveys short and simple, engaging respondents, and considering technical capabilities and privacy issues of new methods like location-based tracking.
This document summarizes a webinar about mobile-based market research options and best practices. It introduces Scott Dodgson and Paula Juson of SKOPOS market insight, who have over 10 years of experience with mobile and qualitative research. The webinar discusses how mobile research has evolved from early limitations to its current opportunities due to widespread mobile adoption. Key opportunities include audience and topic relevance, reach, speed, and ability to provide rich contextual data. Challenges include technical limitations of devices, cost concerns, and difficulty engaging some demographics like older audiences. The webinar provides best practices for mobile research and promises case studies in the next session.
SKOPOS for World Telemedia - Windmill of our Mindsskoposuk
This document discusses trends in mobile device usage and digital behavior. It highlights that 30% of internet users access the internet via mobile phones. Popular mobile activities include sending emails, downloading apps, using social media, listening to music, and making purchases. Convenience and being able to stay connected on the go are key advantages. Small screens and security concerns inhibit some mobile commerce. Navigation/maps, news, music and social media are most popular types of mobile content.
1) The document discusses consumers' mobile gambling behaviors and what they want from mobile gambling. It analyzes data on mobile gamblers in the UK and identifies opportunities to optimize the mobile gambling experience.
2) Mobile gamblers are more likely to be younger employed males who love being connected online and using apps. However, the mobile gambling experience still has issues regarding usability, connectivity, and security that create barriers.
3) To improve mobile gambling, brands need to focus on easy log-ins, simple usable apps and websites, security, and reliability across all mobile devices and connections. Exploiting the advantages of mobile access can boost awareness and improve perceptions.
SKOPOS Merlien Market Research in the Mobile World Conference 2011skoposuk
This document discusses the growing relevance of mobile research. It notes that mobile reaches vast audiences, as people carry their phones with them everywhere. Mobile research allows for quick responses and real-time feedback. While agencies and clients were once skeptical of mobile, attitudes are changing as mobile engagement grows. Clients are starting to see the benefits of mobile research for reaching customers on their preferred mobile platforms. The document argues that as communications, content, and commerce increasingly move to mobile, mobile research will become more important for understanding audiences and staying relevant.
The document discusses the rise of social media integration and usage during the 2012 London Olympics, referred to as "The First Social Olympics". It notes that in 2008 there was no official social media integration for the Olympics, but by 2012 there was full integration. It provides statistics on fan engagement on Facebook for different Olympic teams. It also discusses how athletes' successes on social media, like tweets and new fans, increased rapidly as they won medals. However, it notes there were also some challenges from overuse of social media bandwidth and negative or insensitive tweets from some athletes. Overall, it declares the 2012 London Olympics a true success for social media engagement.
This document discusses mobile finance and the mobile experience in a personal finance context. It summarizes findings from surveys conducted by SKOPOS on mobile usage. Key findings include:
- Half of UK digital society users access the internet via mobile phones, showing the rise of mobile access. However, only 20% of FTSE 100 websites fully support mobile.
- Banking is more mature on mobile than insurance, with better customer experiences reported for mobile banking than insurance.
- Convenience and being able to access services on the go are seen as advantages, while security concerns, small screens and usability issues are seen as disadvantages of mobile finance.
- Confidence and usability are key drivers for non-
Rethink Retail: Create the Future of Shopping TodayCognizant
Rethink Retail: Create the Future of Shopping Today discusses how retailers can transform their business for the modern, multi-channel shopping environment. Today's consumers shop across multiple channels and expect seamless, personalized experiences. The document recommends that retailers focus on understanding their customers, leveraging customer insights, delivering relevant experiences across channels, and building solutions that can solve problems today and adapt for the future. Retailers need to get products and information to customers on any device and through emerging technologies, while also optimizing their operations and organizational structure for the new landscape.
Mobile Marketing and Commerce InsightsBen Mantooth
Mobile devices like smartphones and tablets now account for over half of all time spent online. Smartphones are integral to the shopping process, with many consumers using their phones to research products in stores. Tablets are more for leisurely browsing and online shopping at home. To better reach consumers across channels, retailers need to provide omnichannel experiences that unite online and in-store shopping. Mobile technologies like coupons, loyalty programs, checkout, and wallet features are increasingly driving the growth of mobile commerce.
The Digital Consumer Guide to Online ShoppingSumit Roy
Consumers are increasingly using digital devices and online channels to research and purchase products. Over 60% of consumers research electronics and mobile products online before purchasing, and nearly half make over 25% of purchases online. Mobile devices are also becoming a major shopping tool, with over 20% of consumers using phones for product research in stores. To succeed, companies must understand these digital consumer journeys and align their digital marketing strategies across websites, mobile apps, social media, and other online touchpoints. Those that invest in digital and offer personalized promotions on owned channels will be best positioned to capture the growing online retail opportunity.
This document summarizes the key findings of a global mobile research study conducted by PayPal and Ipsos MORI across 22 markets involving over 17,500 consumers. The main findings include:
1) Mobile commerce is fueling the growth of e-commerce globally with mobile expected to grow at 42% compared to 13% for overall e-commerce.
2) Younger consumers aged 18-34 make up 59% of mobile shoppers on average, highlighting the importance of catering to this demographic.
3) The top barriers to mobile shopping are preferring other devices, small screen sizes, and security concerns, indicating a need for relevant mobile experiences and improved security assurances.
The document discusses the growing importance and impact of mobile integration. It notes that mobile phones are more prevalent than cars or credit cards and that mobile is changing consumer expectations and the customer journey. The document then provides recommendations for businesses to integrate mobile into their strategies, including building a mobile website, mobile advertising, mobile couponing, mobile apps, and integrating across platforms. It also discusses emerging mobile trends and capabilities.
The Shopping Mindset of the Mobile ConsumerLee Hanxue
The document discusses findings from a survey about mobile shopping behaviors. Some key points:
1) While many consumers own smartphones, mobile shopping experiences still need improvement in areas like usability and security. Shopping app usage is currently limited.
2) Smartphones are commonly used to locate stores, research products and prices before visits and in stores. Over 60% of smartphone owners have made purchases on their phone.
3) Common pre-store shopping activities on smartphones include checking store locations, sales, competitive prices, browsing online stores, and reading reviews. In-store activities focus on coupons, price checks, and further product research.
4) Mobile shopping is expected to grow significantly in the near future
The document discusses trends in digital advertising and the mobile platform. It finds that while global ad spending is projected to grow 3-4% annually, digital media spending will grow much faster and account for 26% of total ad spending by 2016. Mobile advertising in particular has grown 10 times faster than the ad industry overall, and mobile's share of digital ad spending is projected to rise to 30% by 2016. The document argues that mobile has become an essential engagement platform and an important part of consumers' purchase journeys, as smartphones are deeply integrated into people's lives. It encourages marketers to leverage mobile opportunities to reach targets across platforms and engage consumers on the go.
This document discusses mobile marketing best practices. It covers:
1. The types of mobile marketing including display, apps, and SMS.
2. Best practices such as establishing relevance, using location data, optimizing for mobile, and linking to mobile-optimized pages.
3. Why mobile marketing is important as mobile internet usage grows and can remind people of cross-platform advertising.
How to Keep Pace With Mobile Consumer ExpectationsFilipp Paster
The document discusses a study that revealed a gap between what mobile experiences brands offer consumers and what consumers want. Some key findings were that convenience, security, and speed were most important to consumers for a good mobile experience. However, many brands are overconfident in their ability to meet consumer expectations, especially regarding security and personalization. The study suggests that improving security should be a top priority for brands to provide better mobile experiences and meet rising consumer expectations.
How to keep pace with mobile consumer expectationsTuan Anh Nguyen
The study of 4,500 mobile consumers and 450 brands indicated 93 percent of consumers would respond "against a brand if they felt that their expectations were not being completely met."
Also, the study revealed 33 percent of consumers would walk away from a brand entirely if they felt a brand did not fully support their needs.
The Future Foundation has carried out an extensive forecasting exercise to explore the future of several commercial themes and sectors beyond 2020. In this report, we examine our predictions for the future of retail, identifying informed assumptions for the evolution of consumer trends, product and service innovations and the role that technological developments will play. We also provide invented images of retail concepts that might characterize the future marketplace as a result of the shifts we describe.
Infocus Research : Mobile trends on M2 Esomar VietnamIfm research
The document discusses consumer trends in Vietnam from 2015 to 2016 based on a survey conducted by Infocus Mekong Research. Some key findings include:
- Consumer and business confidence increased substantially over the last 18 months, indicating higher consumer spending and business expansion in 2016.
- Digital connectivity and smartphone ownership exploded between 2013-2015, bringing more opportunities for digital content and connectivity.
- Online shopping, smartphone shopping and convenience store usage are seen as the biggest opportunities for retail growth.
- Mobile and online advertising are seen as the biggest changes in media consumption, while smartphone research is predicted to dominate the evolution of market research in Vietnam.
eMarketer Webinar: Cashing In on Mobile ShoppingeMarketer
Join eMarketer Principal Analyst Noah Elkin as he shares insights on how advances in mobile coupons, commerce and payments are helping to mobilize the bottom of the purchase funnel.
Mobility in Belgium: Time to Invest
The survey of over 1,000 Belgian mobile device users provides insights into market trends to help companies develop their mobile offerings. It found that:
1) The digital customer segment is ready for mobile services and apps, as over 90% use their devices daily for online activities, however mobile offerings currently lag behind desktop experiences.
2) Users strongly prefer apps over mobile websites and intend to increase app usage, showing companies should focus on building quality apps rather than mobile sites.
3) The three dominant operating systems - iOS, Android, and Windows - cover 92% of the Belgian market, so companies need offerings supporting all three to reach most customers.
2016 Strategies for Engaging Tomorrows MembersASAE
The document discusses strategies for associations to transform and engage members through technology. It emphasizes developing a mobile mindset and focusing on members' digital experiences and "moments of need". Key points include building responsive websites, understanding members' journeys across multiple devices, using data analytics to gain insights, implementing beacon technology, and creating world-class APIs to seamlessly share data across systems. The goal is for associations to meet members' expectations by being present throughout their digital experiences.
The document discusses the rise of mobile and the importance of developing a mobile strategy. It outlines that while many companies recognize mobile's importance, few have implemented mobile plans. It then provides 3 critical steps for an effective mobile strategy: 1) Ensure optimal mobile experiences and transactions, 2) Connect with customers across mobile touchpoints, and 3) Get found on mobile through relevant content, messaging, and discovery opportunities. The document emphasizes that mobile influences consumers throughout their journey and that an integrated mobile strategy can boost marketing, sales, and customer service.
The document discusses innovations that will shape retail between now and 2020. It focuses on three key themes: the customer, the store, and omnichannel. Regarding the customer theme, technologies like mobile commerce and social media are both opportunities and challenges for retailers to adapt to changing consumer dynamics. The innovations highlighted will help retailers understand where they can best add value. The only certainty is that rapid change will continue, so this research aims to help retailers be better prepared to meet that challenge.
1. Fast food
m-commerce
1
What do consumers
actually want from
mobile retail?
An in-depth look at what research among
consumers reveals about their habits,
how they view mobile and what it can
give them
Scott Dodgson
Director - Research, Insight, Consulting
SKOPOS market insight - Europe (London)
SKOPOS MTrack
TM
UK Active Digital Society
2. Retail &
Shopper
2
SKOPOS In a nutshell …
Digital
& Mobile
Insight &
Illumination
Full service
Bespoke/custom/ad hoc
Tracking & Syndication
UK & International
Customer Insight & UX
It’s all about the best experience…
3. Fast food
m-commerce
3
What do consumers
actually want from
mobile retail?
An in-depth look at what research among
consumers reveals about their habits,
how they view mobile and what it can
give them
Scott Dodgson
Director - Research, Insight, Consulting
SKOPOS market insight - Europe (London)
SKOPOS MTrack
TM
UK Active Digital Society
4. 4
So, what do consumers actually want from mobile retail?
Ultimately, it is about delivering a
1st class customer experience
(a fast, efficient & effective service
that is available on the go)
In this respect, mobile is no different to
any other servicing & acquisition channel
7. Average
number
of apps on
mobile
SKOPOS MTrack
TM
SKOPOS MTrack - Base: 378 respondents (web enabled phone users) - wave 4 data
Q17. Approximately how many apps do you have on your mobile?
M-shoppers more apptive…
20
Web enabled
phone users
Average
number
of apps on
mobile
24
Mobile
shoppers
7
8. 8
TV news & information 32%
Social networks 43% 2
Music 39% 4 5
News (latest today) 40% 3
Weather 52%
1 Shopping 31% 6
SKOPOS MTrack
TM
The mobile content countdown…
SKOPOS MTrack - Base: 521 (mobile users) - wave 4 data (Jan 12)
Q20. What types of information and content do you like to read or access via your mobile?
9. 9
Do/Accept Potential
Currently do, and
are likely to do in
the future
Are likely to do in the
future, but don’t
currently do
SKOPOS MTrack - Base: 521 (mobile users) - wave 4 data (Jan 12)
Q16. Thinking about your mobile phone(s) and/or mobile device(s) which of the following…
M-Shopping lagging behind comm’s & content SKOPOS MTrack
TM
Download new apps 49% 23%
Read newspapers / magazines / articles 40% 21%
Send / receive emails on your mobile 59% 19%
Use an instant messaging service 39% 26%
Use social networks 50% 14%
Order products and Services 29% 29%
Order groceries/food/drink 15% 29%
Book movie tickets 14% 36%
Book travel / a holiday 14% 29%
Some up-claim due
to voice unavoidable
11. 11
US ‘explosion’ in m-commerce
Tablets:
In the US, visits to retail sites via the iPad outnumber
other mobile devices, even the iPhone
The iPad is a leading commerce platform NOW
US study - Jan 2011
10,000 visitors to the biggest
e-retail websites
• 56% compare price information
• 46% compare different products
• 35% look up product specifications
• 27% access product reviews
Mobile shopping behaviour:
12. 29% have paid/ordered
using their mobile
5% via their tablet
12
Have bought online 99%
More gradual UK m-commerce growth
SKOPOS MTrack
TM
SKOPOS MTrack - Base: 521 (UK Active Digital Society) - wave 4 data (Jan 12)
Q11. / Q16. / Q27. / Q32. Have you ever paid/ordered...?
(Some up-claim
due to voice)
13. 13
Mobile now forms a major component of the purchase path
• 45% compare price information
• 29% purchase products & services
Mobile shopping behaviour:
1 in 7
order groceries /
food & drink
via their mobile
SKOPOS MTrack
TM
SKOPOS MTrack - Base: 521 respondents (UK Active Digital Society) - wave 4 data (Jan 12)
Q16. Which, if any, of the following do you currently do via your mobile...?
14. 14
Why the shift in user behaviour?
1. Mobile addiction
2. Smartphone & true mobile web
3. Easy, instant, on the go access
4. Useful apps & functions
This is ingraining new sets
of daily behaviours & tasks
Availability:
Usability:
23. 23
But, mobile payments have still to become mainstream
Usage barriers/limitations:
• Security (unfamiliar) code
• Acceptance in more stores
24. 24
Augmented Reality
Bar Code Scanning
(to source products and best prices etc)
Personally
used via mobile
Aware but
not used
Quick Response (QR) Codes
2% 16%
12% 36%
21% 60%
SKOPOS MTrack
TM
Usage & awareness of advanced
mobile functions low & limited, but…
SKOPOS MTrack - Base: 521 respondents (UK Active Digital Society) - wave 4 data (Jan 12)
Q22. Which of the following have you (a) heard of but NOT used, (b) personally used via your mobile (c) not
heard of?
Deals & discount vouchers sent
to your mobile (based on location)
19% 37%
Mobile Contactless Payment 4% 67% 51%
Likely to use or accept a
mobile to pay with
instead of
using a credit/debit card
25. 25
Mobile can also play a major role in deal commerce strategies...
Mobile brings RELEVANCE to deal commerce
Relevance in time & place
Relevance in interests
Relevance in value
• The deal needs to be relevant for me right now right here -
whilst I’m in shopper/purchase mode
• Combing location, time of day & spending pattern data =
greater chance of getting a deal right
• Proportion of the deal (saving) must be high enough to
drive mobile payment usage
Mobile’s contribution to
deal commerce
- June 2011
27. 27
46%
44%
29%
24%
18%
13% Dominos
13% McDonald’s
11% Sainsbury
10% Marks & Spencer
10% Starbucks
9% ASOS
9% Ocado
9% Subway
8% John Lewis
7% Debenhams
7% KFC
7% Morrison
6% WH Smith
5% Waterstones
SKOPOS MTrack
TM
Digital retailer brands
best for mobile channel association, but…
SKOPOS MTrack - Base: 521 respondents (UK Active Digital Society) - wave 4 data
Q21c. Which, if any, of the following RETAIL / FOOD & DRINK companies do you most associate with the mobile
and mobile devices/channels?
No Retail / Food &
Drink Brands
30%
28. 28
Male 48%, Female 51%
Gender
16-25: 14%, 26-40: 34%,
41-60: 45%, 61+7%
Under £10k: 10%, £10-£20K: 22%, £21-
£40k: 31%, £41-£60k:17%, £61-£80k: 7%,
£81-£100k: 1%, Over £100K: 2%,
Prefer not to say: 11%
Full time 35%, Part time 18%,
unemployed 29%, Retired 18%
Age
Household Income
Employment Status
UK Active Digital Society
SKOPOS MTrack - Base: 521 respondents (UK Active Digital Society) - wave 4 data
SKOPOS MTrack - Base: 327 respondents (those that had shopped/bought/paid via their mobile) - wave 4 data
M-Shoppers more likely to be younger
(but equal on gender)
SKOPOS MTrack
TM
16-25
19%
26-40
47%
=
Mobile Shoppers
29. Advantages of Shopping/Purchasing
on Mobile Phones/Devices...
29
“Can do it whilst out and about.”
“Can do wherever...compare
prices while in-store.”
“Its quick and I can do it in my
own time.”
“No need to carry cash or
(debit/credit) cards.”
I can do it in my own time 52%
On the go 65%
Convenient 62%
No need for cash 34%
It’s easy to do 46%
Quick 45%
SKOPOS MTrack
TM
SKOPOS MTrack - Base: 327 respondents (those that had shopped/bought/paid via their mobile) - wave 4 data
Q18. What do you consider to be the advantages of using your mobile/mobile device for activities such as
shopping & paying?
32. 32
Mobile: currently the worst channel for customer experience
Purchase channel
quality of the customer experience
• As m-commerce grows, so does the importance of the user experience
• Only 9% stated that the m-shopping customer experience was good
• 83% of m-shoppers encountered some kind of problem
• Retailers need to make mobile checkout as easy as possible
Reducing Customer Struggle Report
- June 2011
33. 33
Lack/loss connectivity 46%
Small screen 63%
“It’s not always easy to navigate
around sites if not set-up for mobile
use.”
“It makes everything very
impersonal..no need for
shops/shopworkers.”
“You can’t really see what you’re
buying and what size it is.”
Time, it takes longer 28%
Security 44%
Difficult to navigate sites/apps 33%
SKOPOS MTrack - Base: 327 respondents (those that had shopped/bought/paid via their mobile) - wave 4 data
Q19. What do you consider to be the disadvantages of using your mobile/mobile device for activities such as
shopping & paying?
Disadvantages of Shopping/Purchasing
on Mobile Phones/Devices...
SKOPOS MTrack
TM
Simply Security (perceptions) & Usability
34. 34
Tablet 10%
Desktop
Computer
63%
Connected TV 3% Games device 2%
Laptop 60%
SKOPOS MTrack - Base: 521 respondents (UK Active Digital Society) - wave 4 data
Q45. Thinking about online payments/shopping, which of the following devices do you believe to be the most
secure?
SKOPOS MTrack
TM
Mobile devices seen as less secure…
11%
Mobile /
Smartphone
35. Mobile Shopping Customer
35
Last mobile shopping experience
“Easy to browse and find what I wanted and the delivery was
quick, a stress free experience.”
Toys R Us (toys)
“Quick and easy. Products were delivered exactly when they
said they would be.”
Amazon (CDs)
“I went on to the train line app which I previously downloaded
and followed the instructions to buy my ticket. It was very
useful and quick, with no hassle and great layout.”
Trainline (train tickets)
“I prefer to use the PC to buy things, because it takes too long
to navigate the mobile phone.”
HMV (game)
“The small screen made it more awkward than doing it on the
laptop. Not something I’d do too often.”
Debenhams (clothes)
“I wasn’t sure if everything had gone through smoothly as no
one to speak to, and I had lost my connection part way in.”
eBay (toys)
SKOPOS MTrack
TM
SKOPOS MTrack - Base: 327 respondents (those that had shopped/bought/paid via their mobile) - wave 4 data
Q19c / Q19d. How would you rate the overall mobile experience for the last product/service you bought? Please
describe it.
The m-shopping customer experience
still has considerable scope for optimisation
52%
Not
good
48%
Good
37. 37
Even QR Codes often disappoint…
Obtained QR codes from...
Magazines: 41%Newspaper: 26%
Other: 43% TV: 11%
Experience using QR Codes
24% Poor Good 28%48%
Reasons for not using
QR or 2D Bar-Codes…
• Phone has no capability 39%
• Don’t know how to 30%
• No interest 15%
• Have not seen any before 8%
SKOPOS MTrack
TM
SKOPOS MTrack - Base: 46 respondents (All that had used a QR code) - wave 3 data / 259 respondents (non QR code users)
Q21e. How would you rate your experience of using QR/2D barcodes on your mobile?
Q21c. Why have you not used a QR/2D barcode on your mobile?
39. 39
SKOPOS guidance for an optimised mobile
customer experience
SKOPOS MTrack
TM
“Being able to point device at an
advert which then turned into a
real time movie app.”
“Make an app that you could type
your shopping list & they could tell
you if the products were in stock
instead of browsing
for what you want.”
Improve awareness
Access/Visibility/Education
Mobile has momentum and cannot be ignored as part of a multi-channel customer journey
“Make payment secure, and
convince me that it is.”
“Send barcodes so that cash doesn’t
need to be used or have an app for
their stores that can be scanned and
money automatically deducted.”
Improve security,
reassurance,
confidence
“I want quicker loading times and
fewer links.”
“Was very slow.”
“Took too long to fill out the online
form. To small on my mobile.”
Improve usability
41. 41
SKOPOS MTrack - Base: 521 (wave 4) (UK Active Digital Society)
Q. O/S and Device code auto-captured.
SKOPOS MTrack
TM
7% completed this survey via a mobile device
Mobile (5%)/Tablet (2%)
PC/Mac