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.

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.

Does the SmartPhone Change the Way Consumer’s Shop?

Tapping into savings graphic

Keeping with the theme of this month’s The Mobile Marketing Review podcast about mobile shopping, below is an interesting article from the Wall Street Journal that discusses the impact that the smartphone is having on consumer shopping behaviors and the retail industry.

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Phone-Wielding Shoppers Strike Fear Into Retailers

By MIGUEL BUSTILLO And ANN ZIMMERMAN, Wall Street Journal

Tri Tang, a 25-year-old marketer, walked into a Best Buy Co. store in Sunnyvale, Calif., this past weekend and spotted the perfect gift for his girlfriend.

Last year, he might have just dropped the $184.85 Garmin global positioning system into his cart. This time, he took out his Android phone and typed the model number into an app that instantly compared the Best Buy price to those of other retailers. He found that he could get the same item on Amazon.com Inc.’s website for only $106.75, no shipping, no tax.

Prices

Tri Tang uses his mobile phone app, TheFind, to scan product bar codes and immediately troll online for the best price at various retailers.

While many holiday consumers refuse to pay full price, retailers are trying to outdo one another by encouraging shoppers to spend more, but without giving away the store. Elizabeth Holmes discusses some of retailers’ most popular discount tactics.

Mr. Tang bought the Garmin from Amazon right on the spot.

“It’s so useful,” Mr. Tang says of his new shopping companion, a price comparison app called TheFind. He says he relies on it “to make sure I am getting the best price.”

Mr. Tang’s smartphone reckoning represents a revolution in retailing—what Wal-Mart Stores Inc. Chief Executive Mike Duke has dubbed a “new era of price transparency”—and its arrival is threatening to upend the business models of the biggest store chains in America.

Until recently, retailers could reasonably assume that if they just lured shoppers to stores with enticing specials, the customers could be coaxed into buying more profitable stuff, too.

Now, marketers must contend with shoppers who can use their smartphones inside stores to check whether the specials are really so special, and if the rest of the merchandise is reasonably priced.

“The retailer’s advantage has been eroded,” says Greg Girard of consultancy IDC Retail Insights, which recently found that roughly 45% of customers with smartphones had used them to perform due diligence on a store’s prices. “The four walls of the store have become porous.”

Some of the most vulnerable merchants: sellers of branded, big-ticket items like electronics and appliances, which often prompt buyers to comparison shop. Best Buy, the nation’s largest electronics chain, said Tuesday that it may lose market share this year, a downward trend that some analysts are attributing in part to pressure from price comparison apps.

Smartphone fans such as Mr. Tang are still a small subset of shoppers. It remains unclear whether large numbers of Americans will be willing to take the extra time to compare offers with mobile programs. Some consumers may want to deploy the technology only when buying expensive or unusual items.

Prices2

Brian L. Frank for The Wall Street JournalMr. Tang’s smartphone reckoning represents a revolution in retailing.

Still, store chains are increasingly concerned about the ability of mobile-equipped shoppers to tilt the balance of power in retailing toward consumers—in part because their numbers are quickly rising.

On the Friday after Thanksgiving a year ago, consumers using mobile devices accounted for just 0.1% of visits to retail websites, according to Coremetrics, a division of International Business Machines Corp. that estimates e-commerce activity. This Black Friday, they accounted for 5.6%, for a 50-fold increase.

E-commerce experts expect use of shopping apps to mushroom as more Americans purchase smartphones.

Dozens of mobile shopping apps are already available through Apple Inc.’s iTunes, and programmers are busy developing many more to transform smartphones into shopping weapons. Many of them use phone cameras to photograph bar codes and QR codes, or simply let users speak a product’s name into their devices.

TheFind app has been out for four weeks and has been downloaded 400,000 times, according to the company. RedLaser, an app that allows shoppers to use mobile-phone cameras to scan bar codes to compare products and prices, has now been downloaded six million times since it was introduced in May 2009, says parent eBay Inc.

Although store executives publicly welcome a price-transparent world, retail experts don’t expect all chains to measure up to the harsh judgment of mobile price comparisons. Some will need to find new ways to survive.

“Only a couple of retailers can play the lowest-price game,” says Noam Paransky, senior manager at consultancy Kurt Salmon Associates. “This is going to accelerate the demise of retailers who do not have either competitive pricing” or a standout store experience.

Because consumers made more frugal by the economic downturn are flocking to the cheapest offers they can find, comparison shopping via smartphones is making it harder for many retailers to charge higher prices in stores than on their websites.

“Those days are over,” says Laura Conrad, president of comparison site PriceGrabber.com. Despite the higher costs associated with a bricks-and-mortar store, “The line between offline and online has been blurred.”

This week, Best Buy settled a lawsuit by the Connecticut attorney general alleging that it showed web prices at in-store kiosks that were higher than those customers saw on home computers.

The shift in consumer behavior also imperils some of the most lucrative aspects of selling in stores, such as the ability to use salespeople to lure customers into making impulse buys, or entice them to buy one thing after they came in for another. A 10-country study by management consultant Accenture this year found that 73% of mobile-powered shoppers preferred peering into their phones for basic assistance over talking to a retail clerk.

For diehard deal-hunters such as Mary Saunders, a Virginia mother of two, the phone is fast becoming the weapon of choice in the battle for the best bargain. Hunting for Christmas gifts on a recent afternoon, Ms. Saunders used her iPhone at several stores to scan bar codes on every item on her children’s Christmas wish lists, saving $2 here and $3 there.

Ms. Saunders still gathers newspaper circulars and visits all the big stores near her home in Stephens City, Va., to scrutinize specials. But her phone gives her a new sense of empowerment.

“I am slightly obsessed with getting the best deal,” says Ms. Saunders, a substitute teacher. “So to me, the bar code scanner is the coolest thing in the world.”

While e-commerce experts say many U.S. retailers have been slow to react to the mobile trend, some are starting to see that there is upside as well as disruption: Now retailers can virtually target customers inside competitors’ stores.

Through a partnership with TheFind, Best Buy now targets personalized advertisements to shoppers when the program detects that they are in stores such as Wal-Mart.

If shoppers use TheFind’s free app to compare prices on TVs at Wal-Mart, for example, the phone gleans the particulars from their recent search and shows them ads of similar electronics for sale at Best Buy. The items aren’t always identical, and the prices aren’t always better, but it is an attempt by Best Buy to enter the competition, similar to the way that marketers now target special offers to consumers based on what they are searching for on home computers.

The offers are only sent to customers who opt to allow the program to use their phone’s global positioning system to track their location. Still, some consumers have complained about the technology; one review on iTunes is titled, “Spying on Me 24/7.”

“That is an opportunity to steal a sale right when someone is in the throes of making a decision. That is what makes mobile so powerful,” says Best Buy Chief Marketing Officer Barry Judge, who believes retailers must “dive in headlong” into the new environment.

The hard sell doesn’t stop there. If a customer inside a Best Buy compares prices through TheFind and discovers a better deal elsewhere, the retailer also makes one last pitch for the sale with ads showing them deals on other products at the store, such as a similar Blu-ray player that comes with a free movie disc.

“Instead of letting that person walk out, you are telling the customer, ‘Look, we know you’re already here, let’s make a deal,’” says TheFind’s Chief Executive, Siva Kumar. “It is not a consumer-only game. Retailers can use it to their advantage.”

While Best Buy is aggressively entering the stores of rivals, it still refuses to match competitors’ prices shown on comparison programs. Best Buy’s guarantee applies only to deals in print advertisements by neighboring competitors, a policy Mr. Judge admits Best Buy may have to change.

Wal-Mart plans its own countermeasures to capture mobile sales, says Gibu Thomas, the company’s senior vice president of mobile and digital strategy.

But the company, which doesn’t see mobile-phone apps as a threat to its discount model, says it is wary of moving too rapidly and frets about being seen as Big Brother by following customers’ movements as they shop.

“We continue to believe that we are the best-positioned global retailer for now and the years ahead,” a Wal-Mart spokesman says.

Pure online sellers are also venturing into stores—virtually, that is—with mobile programs meant to steal away sales from bricks-and-mortar rivals.

Amazon.com released a new comparison app last month that allows iPhone users to scan bar codes, take pictures of items on shelves or describe products by speaking into their devices, to see whether the online giant can beat the store’s prices.

“We want customers to feel confident in their purchases, and by allowing them access to Amazon’s information wherever they are, they will be,” says Sam Hall, director of Amazon Mobile.

The hassle of multiple store visits still outweighs the allure of small savings for smartphone warriors such as Matt Binder, a 24-year-old employee of a startup web company in New York City. But when presented with an option to click a button to save a few dollars, he gladly complied.

Armed with an iPhone loaded with Amazon’s Price Check app, he was searching for holiday gifts on a recent Sunday in a Westbury, N.Y., Best Buy when he spotted a stocking stuffer, a two-gigabyte USB drive, for $11.99. He snapped a picture of it, and learned from the app that Amazon had it with more memory for $9.99.

“I wouldn’t drive somewhere else to save $2,” he says, but he made a mental note to buy it from Amazon later when he got home, to save precious battery power on his shopping tool.

At Wal-Mart, he saw the same flash drive, beside a big display boasting “Every Day Low Prices.” But thanks to his smartphone, Mr. Binder knew better. The advertised price was $6 higher than Amazon’s.

Indeed, the mobile phone threatens to undercut Wal-Mart’s once novel strategy: promising to save consumers money on their overall shopping baskets instead of promoting individual items.

“The whole notion of going to one place to buy everything in one fell swoop because you are sure of a total market-basket savings may go away,” says Leon Nicholas of consultancy Kantar Retail.

Toys “R” Us nearly went under six years ago when Wal-Mart brutally slashed prices on popular toys in a successful bid for market share. So the toy merchant is trying to insulate itself from direct price comparisons with a strategy that focuses in part on exclusive items.

“The most successful retailers have great product,” says Toys “R” Us Chief Executive Gerald Storch. “That always wins over everything else. Unless you’re selling coal.”

In practice, such a strategy has limitations, however. Many shoppers, especially children, want the same thing their friends got, not something else.

A day of shopping with Ms. Saunders in Virginia shows what retailers are up against.

She was approached repeatedly by shop clerks who offered to help, but rebuffed them in case they tried to talk her into buying more. Her smartphone told her a DSi game on her list goes for $10 less at Best Buy and that Target has Barbie’s Fashionista dolls for the cheapest price around—by $3.

One way stores attempt to beat this price-comparison game is by stocking products that manufacturers have slightly modified exclusively for them, signaling the phone that no other store has the product.

Ms. Saunders used her iPhone to scan the bar code on a case for the Nintendo DSi handheld gaming system at Wal-Mart, but it didn’t show up at other stores. A worker informed her that it is a special Wal-Mart bundle: the case plus earphones and a plug for $19.99.

But Ms. Saunders was undeterred. She typed the item’s description on TheFind and discovered that Walmart.com, the retailer’s website, offers a better bundle including a car adapter—for $5 less.

“It’s like, ‘gotcha,’” she said. “I feel so good when that happens.”

Are retailers ‘missing the boat’ in driving revenue?

mobile shopping app

A recent MediaPost Mobile Insider article by Steve Smith makes the bold statement, “friendly reminder to retailers: Your customers are way, way ahead of you when it comes to using mobile as a resource.”

As someone who regularly works in the Mobile space to help clients develop and implement their mobile strategies, I have to say, he’s quite correct.  Study after study indicates that consumers are heavily embracing the use of mobile technology, and are interested in being able to utilize their mobile devices to find convenience and improve the productivity of their lives.  As more and more demands are made on their time, consumers are seeking ways to engage with retailers in ways that are convenient for them; chief among those methods of engagement is mobile.

Unfortunately, the vast majority of retailers – large and small – have yet to catch on.  However, this month’s featured mobile program by Marks & Spencer shows that some retailers do “get it”, and those that do will definitely be able to take advantage of this growing trend in consumer preferences for doing business with their favorite retailers.

Learn more about how retailers can take advantage of Mobile Technology in my full blog post.