How and why consumer mobile engagement is constant throughout the day

By Erin (Mack) McKelvey

On Oct. 12, I spoke at the “Future of Marketing” event in Tyson’s Corner, VA. As the sole representative of mobile on the panel, I attempted to focus most of my remarks on the massive shift in consumer behavior we have seen over the course of the last two to three years.

From time of day to the places where consumers are engaging with mobile, it is an exciting time for advertisers to get creative with mobile.

Adds up
Many of our advertisers ask us if there is a peak time or more preferable time to serve their mobile ads. The answer is yes and no. It really does depend on their campaign goals.

 

Mobile activity throughout the workday, unlike other traditional media channels, is constant.

Mobile consumers are engaging with their devices starting at 5 a.m. Eastern Time, which reflects British businesses ramping up at that hour and the Eastern U.S. seaboard slowly coming online.

The ramp continues steadily until the decline starts at midnight Eastern and steadily trails off until 5 a.m. Eastern time the following morning.

The peak traffic of the day on our network is around 8 p.m. ET, where most of the U.S. – Hawaii and Alaska, notwithstanding – is in their evening mode.

We have three categories of users during the week and we see various content consumption behavior.

Called “Mobile Mornings,” which we define as 5 a.m. to noon ET, we see above-average network spikes in content such as weather, traffic, news/local, health and fitness and productivity.

The “Mobile Workday” spans from 9 a.m. to 7 p.m. ET, when network traffic continues to ramp as other U.S. time zones come online.

During this time period, we see a shift and spikes in content drivers, particularly around travel and lifestyle, shopping and retail, business and finance, ebooks and reference, music, portals and general content.

We enter the “Mobile Primetime” From 5 p.m. to midnight, where mobile users switch to social interaction and entertainment-focused content.

Why is mobile engagement constant throughout the day?

Slice of life
There is now a great amount of data in the market that shows that 60 percent of mobile usage – using phones and connected devices such as tablets or e-readers – happens when consumers are on-the-move, yet 40 percent of the daily usage is actually coming from inside the home.

That data point specifically points to research shared with us by InsightExpress several months ago.

These critical pieces of data are not surprising to me. I watched the faces in the room during the panel when I spoke about some of this data. Perhaps it is easier to pull in some real-life examples.

I think about the devices that exist in and out of my home and my own family’s mobile engagement.

We do not own an alarm clock, radio or personal laptops. We use our mobile phones/connected devices as full replacements for these devices.

We have a PC at home, which my 14-year-old daughter lovingly calls, “The Dinosaur.” She uses the PC for typing her school papers.

We have a landline, yet I could not tell you our number if you paid me. In fact, I do not think we have checked the voicemail on that phone in six months. It is filled with telemarketer hang-ups.

My daughter’s main point of access to the outside world is not her phone, it is her iPod touch. She accesses the mobile Web, manages her music and applications, plays her games, and even texts through an app.

Indeed, she uses her mobile phone less and less – particularly because she does not call anyone (disclaimer: she calls me from time to time, but she never calls her friends – they are text only).

My husband and I have our tablet open on the coffee table throughout the football games on Sundays.

We are constantly looking up background on players, history of coaches, checking our fantasy and pick’em leagues.

Although the RedZone is the best television network during football, we even stray from football content and onto other areas pertinent to our lives during lulls in the games.

Not out there
When we are out as a family, our mobile devices help us decide our activities, where we will eat and what store we will go to. Much of this is driven either by suggestions (ads) and/or mobile commerce-type functionality such as buying available movie tickets via our phones, ordering delivery or making reservations.

We use our devices in-store not only to compare prices, but also to look up product information or take advantage of mobile-enabled displays or deals.

I saved 20 percent through an in-store text promotion. Yes, the advertiser will likely market to me again, but hey, I saved about $200 through the promotion, so market away.

We use our devices while we are at our daughter’s volleyball games or our nephews’ soccer games to decide what to make for dinner, look for store hours/maps for the next destination, or simply to browse the news and events, or check out favorite sites and blogs.

In the evenings – literally every night before the lights go out, we are on our mobile devices – closing out our days, planning the next, talking about our lives and using our mobile devices as instruments of information, organization, conversation and entertainment.

SO, EVEN MY own family’s behavior proves the data around time and place of mobile usage.

We definitely use our mobile devices while we are on the move, but we use it extensively at home as either standalone devices or to amplify other media we are consuming at that time.

There lies the marketing imperative. If your consumers are living their lives with a marketing touch point in front of them at every point of the funnel on a continual basis, what are you doing to engage with them or us?

Erin (Mack) McKelvey is senior vice president of marketing at Millennial Media, Baltimore, MD. Reach her at .

Mobile Gets High Marks At UofL; But Campaigns Could Be Bolder

Louisville Text

Universities are becoming more creative in how they use mobile – specifically text messaging — to connect with digital natives on their mobile phones.

This is a smart strategy since recent research — including a milestone report from Cone, a strategy and communications agency engaged in building brand trust, tells that Millennials develop “positive feelings” towards companies they felt they could interact with on new media channels – specifically mobile.

In fact, 68 percent of the 587 Millennials surveyed said they felt better served by a company or a brand if they can have a conversation with them in a new media environment.

This month we look at how the University of Louisville (UofL)– a state-supported research university located in Kentucky’s largest metropolitan area with a student body that exceeds 22,000 — came up with a solution to communicate with incoming freshman using mobile .

Although its overall goal was to increase the level of student engagement by using a medium that is largely embraced by a college-age demographic, UofL did not have a any measureable objectives at the outset. The campaign was more about finding out just how text messaging might fit in with some of their more traditional outreach efforts such as direct mail and email.

What did the UofL do?

Beginning in June 2010, UofL sent text message blast (using a service called Call-Em-All) to send text message blasts to some 500 incoming freshman who had opted in to receive information on campus events, contests and more.

What was the incentive?

Kudos to UofL for encouraging opt-ins by including information about how to receive text message updates in all materials sent to incoming freshman.

An example: One text message blast offered incoming freshman a week of free campus parking if they responded with a text citing the three things that they were most looking forward to during the upcoming school year. The UofL reports the flood of responses was astounding. As Elizabeth put it: “Students love to text and we found that it’s the fastest way to get a response.”

Read the rest of Peggy’s viewpoint over at MSearchGroove.

Mobile Marketing Technology Provides Added-value in an Education Environment

Univ of Louisville

My co-hosts and I were quite gratified to see mobile marketing technology being used in such a non-traditional way in this month’s campaign.  The educatinal institution, The University of Louisville, wasn’t trying to sell anything to students – instead, they were trying to provide a service thru a medium that incoming freshman are most actively involved with and most comfortable with.

Personally, while I certainly believe that mobile marketing technology is incredibly important and valuable for increasing company revenue, I also believe it has many other uses that also can be of tremendous value and I’m very glad to see firms (and in this case, universities) starting to embrace those alternative uses of the technology. 

To learn more about how the education community is using mobile technology on college campuses – and in K-12 education – read my recent blog post on Mobile in Education on the ‘Marketing with New Technology’ blog.

Mobile Commerce Gains Serious Traction; M&S Enable Mobile Shopping & More

mobile shopping app

A raft of recent reports show that mobile devices (and the apps we download to find stores and compare prices) have irreversibly transformed retail. With the advent of mobile there’s a greater emphasis on convenience and a greater requirement for marketing that boosts engagement.

Consider the last Mobile Consumer Briefing research results from the Mobile Marketing Association (MMA) and Lightspeed Research showing how French, German and British consumers are using their mobile phones over the holiday period. It found that 67 percent of all mobile phone owners expect to use their mobile for their holiday shopping and making arrangements for celebrations.

In line with the focus on mobile shopping we review U.K. retailer Marks & Spencer’s (M&S). By way of background, M&S launched its ever mobile commerce mobile Internet site in May 2010. To achieve this M&S worked with Mobile Interactive Group – which provided consultancy on the user experience, design and functionality for site.

The website the companies created has earned the retailer attention and accolades, including the prestigious World Summit Award presented by the United Nations recognizing outstanding content worldwide.

Read the rest of Peggy’s viewpoint over at her destination for the analysis of all things mobile – MSearchGroove.

Search + Mobile = Purchase (Maybe)

3 Smartphones-B

by Laurie Sullivan, MediaPost

During Google’s earnings call on Thursday, Jonathan Rosenberg, senior vice president of product management at Google, told investors, analysts and media local and commerce are two emerging sectors Google plans to nurture this year. Rosenberg said five million businesses claimed their Google Place pages. The tech company also recently started testing a new ad product called Boost, aimed at giving businesses a fast way to promote their companies online, as well as connect with people who search for them. And in commerce, the company found a method to close the loop from offline to online shopping. The key to unlocking mobile commerce was to make it easy for people to search for an item and then purchase it from their mobile device.

Baynote recently released the Baynote Holiday Online Shopping Experience Survey, which analyzes 500 U.S. online holiday shoppers during the month of December. The study provides a look at consumer satisfaction with their digital experience across several areas including mobile and social.

It turns out non-traditional promotions show promise. Thirty one percent of respondents were influenced by promotions through Facebook, while only 17% were swayed by Twitter, and 20% were influenced by mobile promotions.

Similar to the thinking behind Google’s mobile strategy, mobile devices show promise when it comes to getting people to make a purchase on the go. In fact, 13% of respondents used their mobile phones to make holiday purchases in 2010, while 18% used it to comparison shop.

Sixty eight percent revealed convenience was the biggest reason for making a purchase via their mobile phone. Forty six percent said they made the purchase because it was a time-sensitive promotion. Fifty one percent said it was more convenient to do it on their computer, and 26% pointed to security concerns for not making the purchase on their phone.

It appears from the study results that search engines such as Google and Bing need to improve the relevancy of search results. Poor search results led to site abandonment more often than not. Fifty-five percent of consumers abandoned sites mid-way through an online shopping session this season. Fifty percent of shoppers said it was because of misleading search results, and 48% said they abandoned sites because they couldn’t find the products they were initially looking for once they arrived on retailers’ sites.

And once holiday shoppers found retail Web sites, they struggled to find what they looked for. Retailers did not do a great job this season helping consumers locate items, impacting revenue margins. Fifty-seven percent of respondents said they would like sites to improve their site navigation and 54% said the same for site search.

Of product recommendations, site search, site navigation and product reviews and ratings, excellent site navigation became the most valued by consumers, with 58% saying it is very important to them, followed by site search at 53%.

Smartphone apps and mobile ads influence purchase intent: study

By Giselle Tsirulnik, Mobile Marketer

A study by Adology finds that mobile advertising and branded smartphone applications influence consumers’ purchase decisions.

Nearly half (49.2 percent) of home furnishings consumers say mobile applications or advertising influenced their purchase decision. The implication for retailers in this particular space is that they need to have a presence in the mobile advertising and applications arena.

“These retailers may want to consider adding this media type to their marketing mix, as mobile use continues to rise and the market for mobile apps expands,” the Adology Digital Media Influence study says.

Adology is a research firm that focuses on the specific demographic, psychographic, geographic or vertical market segments most likely to be the best customers for specific sectors and what motivates them to buy.

The Digital Media Influence study focuses on mobile marketing in the United States.

Influencing purchase intent 
Consumers who report that mobile applications or marketing influence their purchases are primarily male (54.4 percent), adults ages 25-34 (31.9 percent) and homeowners (63.9 percent).

Almost half of the casual clothing buyers surveyed, or 46.6 percent, say mobile applications or advertising influenced their purchase.

Apparel and accessories retailers need to be using mobile advertising and smartphone applications to keep in touch with customers by sending promotional texts and offering a store-related mobile application that could feature information such as a style guide, store locator and upcoming sales events, according to Adology.

But home furnishings and clothing buyers are not the only shoppers influenced by mobile advertising and applications.

Buyers of personal care services (42.7 percent), vehicles (45.3 percent), home maintenance and repairs (42.7 percent), auto care (42.7 percent), jewelry (44.0 percent), insurance (45.4 percent) and electronics (44.0 percent) are also influenced by this type of mobile marketing.

The study also mentions that direct mail is an important driver of purchase intent.

“Retailers may find success utilizing direct mail and mobile apps or advertising,” the study says. “One possible strategy is to send out mail pieces that promote the business’s mobile app or text promotion, or allow readers to sign up for direct mail pieces via the text messaging or mobile applications.

“It appears that a healthy mix of online and offline marketing can influence a variety of purchasers,” it says. “Mobile use continues to increase, and there is a large market for not only new smartphone users, but also for those who upgrade their smartphones.

“Retailers should be utilizing these marketing methods in anticipation of this expected continued growth.”

Media usage
More than half, or 53.7 percent, of consumers influenced by mobile applications or advertising use a smartphone.

IPhone users lead the pack with 14.8 percent, followed by BlackBerry (13.4 percent) and Google Android (9.1 percent). By type of phone, the breakdown is as follows:

Adology said that the reason why iPhone users report the most influence, may be due to the prevalence of Apple’s iTunes, which is considered the leader in mobile application sales.

However, as other mobile app stores gain prominence, it is likely that users of other smartphone types will report increasing influence by mobile marketing.

Approximately 98 percent of recent consumers who report influence from mobile applications or advertising use the Internet.

To reach more readers online, businesses may want to consider broadening the scope of their other online activities, particularly those that are most popular among consumers influenced by mobile apps or advertising.

These activities include checking the news, weather, conducting online banking and shopping. Specifically, Internet activity via smartphones in the past year includes downloading applications, visiting mobile Web sites and watching mobile video.

Among influenced consumers, the most popular social networks are Facebook (used by 73.8 percent) and YouTube (43.3 percent).

“Cross-promotion of both social network profiles and mobile apps or marketing could be a successful way to capture even more consumers’ attention,” the Adology study says.

Retailers at NRF National Conference told to ‘Think Mobile’

BY JOAN VERDON, Staff Writer, The Record

Retailers who want to grow sales in coming years need to “think global,” “think green” and “think mobile,” according to experts speaking Sunday at the National Retail Federation convention in Manhattan.

Global expansion, sustainable environmentally friendly business practices, and using smart phones and iPads to reach consumers were the hot topics as retail executives gathered for the world’s largest retail convention.

The annual convention is expected to draw more than 18,500 attendees this year, with advance registration running well ahead of last year. It also is the 100th anniversary of the first meeting of 37 retailers who formed the original retail industry group, the National Retail Dry Goods Association.

Attendees on the opening day of the conference were in a far happier mood than last year, reflecting recent news that consumers have begun to spend a bit more freely. The convention opened three days after news that U.S. retailers posted the best holiday results since 2006.

But speakers warned that retailers in the future will have to work harder than ever to grow sales, especially in developed countries such as the United States or England,

“Growth in developed markets has peaked,” said Richard Hyman, strategic advisor for accounting firm Deloitte LLP. In North America and Europe, there are already “too many retail mouths to feed – too much floor space, too many stores,” he said. “It is an industry that is self-cannibalizing increasingly.”

Hyman said global retail sales are forecast to grow by $6.1 trillion over the next five years, but that 66 percent of that growth will come in developing markets such as China and India, with only 21 percent occurring in mature economies.

Deloitte on Sunday released its annual “Global Powers of Retailing” report, which ranked the top 250 retailers based on worldwide sales in 2009, the most recent year for which final results are available. Toys “R” Us in Wayne ranked 63 this year, down one spot from 62 last year. Bed, Bath & Beyond in Union moved up 10 spots on the list, to 114. Bed, Bath also was ranked as one of the top 30 retailers in the world based on what Deloitte calls the “Q ratio” – the value the stock market gives to intangible assets like innovation and customer loyalty.

While the convention is hosted by the Washington, D.C.-based National Retail Federation, the gathering is very much an international affair, with international executives attending from more than 70 countries, and most speeches translated into several languages.

Ten of the 22 retail workshops presented Sunday dealt with sustainability, or ways to be a more environmentally friendly retailer. Author and retail researcher Paco Underhill, CEO of Envirosell, cited the example of a Dutch shopping “all” – a combination shopping center and village where the retail stores are located underground, topped with residences and green spaces. In an “all,” as opposed to a mall, he said, consumers can live, sleep, shop and eat all in one place.

Terry Lundgren, president and CEO of Macy’s Inc. and chairman of the NRF, welcomed the attendees to the conference and said localization of stores, so they connect with customers, also will be important going forward.

“Being locally and individually relevant will be the new standard for stores,” Lundgren said.

How World Events Drove Mobile Shopping in 2010

cashphone

by Sarah Kessler / Mashable

eBay announced its most interesting mobile shopping trends of 2010 today. Among other topics, the company analyzed holiday season spending and shopping reactions to cultural events like Valentine’s Day, the World Cup and Apple’s iPad release.

The trends are based on the total value of items purchased using eBay’s mobile app, which more than 30 million people have downloaded. eBay spotted them using an interactive heat map it developed to demonstrate global mobile shopping in the top 20 of its shopping categories.

Sporting events were one area of cultural event the company found drove mobile sales. During the Winter Olympic Games in Vancouver, sales in the sports and memorabilia category peaked in Canada. During the Tour de France, the category peaked in France, and During the World Cup, where Germany placed third, the category peaked in Germany.

Gadget releases also powered sales. After the iPad debuted on April 4, there were more mobile sales in the consumer electronics category than any other day this year. Similarly, when the iPhone 4 launched in the U.S. on June 24, the cellphones and accessories category hit its peak as people flocked to eBay to buy new and pre-owned iPhones.

The most interesting finding when it came to Valentine’s Day was not related to jewelery or chocolate, but video games. Apparently geeks, perhaps reacting to a bevy of special online gaming tournaments, felt the need to stock up. eBay’s mobile app shoppers spent 68% more on video games in the week leading up to Valentine’s Day than they did last year.

Another impressive finding was the growth of mobile sales this holiday season. eBay’s mobile app sold nearly $100 million of merchandise in the U.S. during the month before Christmas, which represents an increase of 134% over last year at the same time. Considering that last year all U.S. mobile sales from all retailers all year long totaled about $1.2 billion, eBay alone selling about 10% of that in one month likely signifies an impressive growth rate for mobile commerce in general this year.

Almost 1/3 of consumers would make mobile purchase if given discount

By Dan Butcher , Mobile Commerce Daily


One out of three respondents who are willing and able to purchase goods or services with their current mobile devices would do so this holiday season using their handsets if they were presented with mobile-based incentives, according to a Sybase 365 survey of 1,000 consumers. 

When asked whether mobile-based incentives—coupons or discount offers, text or email alerts, gift cards—would entice them to make a purchase on their mobile device, 32 percent of respondents said these incentives would. The remaining 68 percent of respondents to the question either stated they would not make a mobile purchase or that they cannot do so on their current devices.

Mobile Commerce Daily’s Dan Butcher interviewed Cameron Franks, area vice president of sales for the Americas at Sybase 365, Dublin, CA. Here is what he had to say:

What is the key finding of the mobile holiday shopping survey?
The key finding of the recent Sybase 365 survey results was that 32 percent of consumers, if offered mobile-based deals, coupons or alerts, could be incented to make a purchase on their mobile device.

The finding suggests that consumers are slowly transitioning from mobile commerce awareness to enabling and facilitating transactions.

While the majority of respondents to our survey would not make a purchase on their mobile device this holiday season, a large percentage believed that their mobile devices were not enabled with mobile payments or purchasing features or applications.

Clearly, there is still room for improvement in building awareness around mobile payments and transactions, but it is apparent that if consumers are presented with an incentive such as a mobile coupon or deal alert, they will be more likely to make a purchasing decision based on that communication.

What is the most surprising finding?
We were not surprised by any of the survey findings. Sybase 365 understands that the key to driving mobile commerce purchasing decisions and transactions is consumer awareness.

While the percentage of consumers who will be making purchases on their mobile devices this holiday season is still low, we anticipated as much and are focusing on the evidence that momentum is building for mobile payments.

We look forward to conducting a similar survey at this time next year so that we can benchmark these results against those of 2011.

We anticipate that there will be an even larger percentage of consumers willing to make purchases on their mobile phones next holiday season.

At this point, the technology that facilitates mobile payments is developing at a much more rapid pace than consumer awareness.

Consumers are looking for a comfortable, familiar, secure environment to conduct a payment transaction.

Retailers and brands must focus on creating a secure and easy-to-use mobile site that consumers can use easily and feel confident that their payments and personal information is secure.

What advice can you give to brands / marketers and retailers / merchants based on your findings?
The best advice that Sybase 365 would give to brands or retailers and their marketing managers is to add a multichannel mobile customer relationship management approach to their marketing strategy in order to reach 100 percent of their overall audience, which includes using all mobile channels—SMS, the mobile Internet and applications.

Consumers are becoming more demanding and will remain loyal customers to those merchants who reach them where they want to be targeted.

Merchants must ask themselves two questions when developing an effective mobile strategy: Are your customers active mobile users? How willing would they be to respond to mobile coupons or offers?

Once they have delivered the responses to the questions, they must implement a multichannel marketing strategy that includes targeting customers at bricks-and-mortar locations, online and mobile.

As more consumers adopt smartphones and mobile commerce services become easier to use, retailers and businesses alike will recognize that mobile may be the preferable channel, but until we reach the point of widespread adoption of mobile commerce, a multichannel approach must be the focus.

As the big brands and retailers set the mobile commerce tone, how will the smaller and independent brands and retail outlets compete? They must listen to their customers and reach them where they want to be reached.

What is driving growth in the adoption of mobile commerce / shopping by consumers?
The results from our recent survey show proof that interest and demand for mobile commerce exists, but we have still yet to reach the tipping point for widespread mobile commerce adoption.

Convenience, immediacy and ease of use will be the driving factor behind driving mobile commerce growth.

Consumers are demanding a more convenient way of making payments. They want a familiar and enjoyable shopping experience, and they do not want to have to worry about security or technology hiccups.

There has been much debate recently about the feasibility and implementation of Near Field Communication and whether that will be the tipping point for widespread adoption of mobile payments. 

NFC will most likely be part of the technology mix that drives the growth of mobile commerce, but it will not be the only solution.

The industry at large must find a way of improving remote and proximity payments via mobile. 

The experience of transitioning from purchasing goods online at an ecommerce site to mobile purchases must be seamless.

The growth in mobile commerce is happening slowly.

The majority of consumers are already using SMS text messages on their mobile device, so it appears that they are a natural channel for delivering marketing and advertising directly to customers.

Rite Aid has already implemented an RX alerts service, which delivers mobile messages to customers when they are prescriptions are ready to be picked up.

And Target’s mobile Web site and apps help customers compare prices and deals, as well as offer specialized deals when they detect that a customer has entered a store.

Retailers are some of the new businesses working to break new ground with mobile commerce by creating mobile payment store loyalty card applications, coupons or deal alerts to engage customers.

As long as they are able to develop a system that is convenient and easy to use and replicate the same kind of experience that consumers already have become familiar with online, mobile will become the preferable channel for commerce and transactions.

Mobile Apps in the Marketplace is the Focus of January 2011 Mobile Monday Detroit meeting

As a result of many of our planned Mobile Safety speaker’s participation in the January International Consumer Electronics Show in Las Vegas, we have had to postpone the Mobile Safety topic until later in the year.  We will let you know when this topic will be re-scheduled.

In place of the Mobile Safety topic we will instead be focusing our January 10th meeting on Mobile Applications.

Our featured presenter will be a representative from jacApps, a division of Jacobs Media located in Southfield, MI. JacApps will present information on the success they’ve achieved as App Developers resulting from their ability to integrate research, strategy, and development skills into highly useful and effective Mobile Apps.  They will also provide information about how they see the Mobile App market from a development perspective.

Jacobs Media is a media research, consulting and application development firm that has a special concentration on media and consumer products companies, including National Public Radio, VH1, Sylvan Learning Centers and CBS Radio.  Since November of 2010, their development division, jacAPPS has become one of the world’s largest developers of mobile apps with over 140 apps in the app stores.

Also presenting will be our Mobile Monday Michigan Co-founder and Mobile Technology Association of Michigan Founder, Linda Daichendt, CEO of Strategic Growth Concepts. Linda will be presenting information about consumer preferences regarding Mobile Apps as indicated in a number of national and global studies along with a few pointers on effectively marketing your Mobile Apps to those consumers.

For additional info & to register to attend:   http://meetup.com/mobile-monday-detroit