28% feel the experience they are offered on a smartphone device is much worse than that on a desktop

Size: px
Start display at page:

Download "28% feel the experience they are offered on a smartphone device is much worse than that on a desktop"

Transcription

1 experiences consumers face when purchasing products and services through a smartphone 28% feel the experience they are offered on a smartphone device is much worse than that on a desktop Results from 2014 Mobile Devices Survey User Research

2 P2/42 Greg Muller Chief Executive Officer INTRODUCTION Global Reviews is pleased to release this primary research into the attitudes and behaviours of Australian consumers and their use of mobile devices to complete common research and transactional tasks. The survey of over 500 Australians explores the preferences of consumers across devices and exposes the contemporary challenges that brands need to address to meet current and future needs. Factors such as speed, security and screen form continue to influence consumer preferences, however the degree of influence can vary markedly by industry as well as by device type. contents Executive summary 4 01 Device and channel preference 5 02 Smartphone and tablet experiences Profile overview Global Reviews 40 While the desktop continues to be the tool of choice for most categories, how brands prioritise their mobile strategy against current consumer expectations and the promise of a different tomorrow, will be fascinating to see play out.

3 P3/42 List of tables Table 1: Table 2: Table 3: Table 4: Table 5: LIST OF FIGURES Which type of device or channel would you prefer to use if researching the following products or services? (All) 9 Which type of device or channel would you prefer to use if researching the following products or services? (18-35 years old) 10 Which type of device or channel would you prefer to use if researching the following products or services? (Smartphone preferred) 11 Which type of device or channel would you prefer to use if researching the following products or services? (Tablet preferred) 12 Apart from consumer goods (e.g. clothing, furniture, electrical etc), have you applied for or purchased any of the following through your smartphone device? (All vs. segmented) 13 Figure 1: Do you have access to the any of the following (All vs. segmented) 6 Figure 2: Which devices do you use for research of products or services? (All) 7 Figure 3: What is your preferred device when researching a product or service? (All) 8 Figure 4: What is your preferred device when researching a product or service? (Smartphone users vs. Tablet users) 8 Figure 5: Why would you use other devices in addition to your smartphone? (All vs. Segmented) 19 Figure 6: Apart from using the basic phone functions, which of the following do you mostly use through your smartphone device? (All vs. Segmented, top 9 responses) 21 Figure 7: Why do you typically do these activities through your smartphone device? (All) 22 Figure 8: How often would you use your smartphone device for browsing the Internet? (All) 23 Figure 9: How often would you use your smartphone device for browsing the internet? (18-35 years old) 23 Figure 10: On average, how many hours would you typically spend browsing the internet on your smartphone device? (All) 24 Figure 11: Where do you mostly use your smartphone device when browsing the internet? (All vs. segmented) 25 Figure 12: Where do you mostly use your tablet when browsing the internet? (All vs. segmented) 26 Figure 13: What times of the day do you most commonly use your smartphone device? (All vs. Segmented) 27 Figure 14: Has your use of the internet through your smartphone increased over the last 12 months? (All) 28 Table 6: Are there some things you just wouldn t do on the internet through your smartphone device? (All vs. segmented) 14 Table 7: Which of the following devices/channels would you use for the following activities when researching a product or service? (All) 15 Table 8: Which of the following devices would you use for the following activities when researching a product or service? (18-35 years old) 16 Table 9: Profile demographics (state) 38 Table 10: Profile demographics (gender) 38 Table 11: Profile demographics (age) 39 Table 12: Profile demographics (income) 39 Figure 15: In the next 12 months, do you expect your internet usage through your smartphone to increase? (All) 29 Figure 16: Has your use of the internet through your tablet increased over the last 12 months? (All) 29 Figure 17: If you were browsing the internet for a product or service, which would be your preferred version of a company s website to use through your Smartphone device? 30 Figure 18: If you were browsing the internet for a product or service, which would be your preferred version of a company s website to use through your tablet device? (All) 30 Figure 19: Thinking about your experience using the internet on your smartphone, how does the experience on websites compare to when you use your laptop or desktop computer? 31 Figure 20: Thinking about your experience using the internet on your tablet device, how does the experience on websites compare to when you use your laptop or desktop computer? 31 Figure 21: Thinking about your experience using the internet on your tablet device, how does the experience on websites compare to when you use your smartphone? 32 Figure 22: Are any of the following, common issues you encounter on websites through your smartphone device? (All vs. Segmented) 33 Figure 23: How do you feel about your security on a smartphone or tablet device compared to using the internet on a laptop/desktop computer? (All) 34 Figure 24: If you were having a bad experience due to a poorly designed website while researching a product or service via your smartphone, what would you likely do? (All vs. Segmented) 35 Figure 25: If you were having a bad experience due to a poorly designed website while researching a product or service via your smartphone, how does it make you feel? (All) 36

4 executive summary P4/42 The rise in mobile device adaptation in Australia is rapidly changing the way consumers interact with a brand, impacting the when, where and how touch points. The latest research suggests a smartphone market penetration of around 75% in Australia and a tablet market penetration of close to 50%. Hence, the ability to access the internet while on the go is becoming an increasingly popular daily exercise amongst Australians*. In May 2014, Global Reviews undertook research into the use of mobile devices (smartphones and tablet) when researching on the internet. The objective was to better understand consumer behaviour and satisfaction with website experiences on mobile devices and how it impacts brand perception and ultimately purchase potential. Findings indicate that despite desktop being the most popular device for researching in general, consumers have a higher than average smartphone preference when it comes to researching flights, accommodation and sports betting. The most popular industries to research on a tablet are also flights and accommodation along with mobile/broadband, suggesting that those aforementioned industries should consider allocating resources to optimise the experience for consumers on mobile devices. A multi-device approach is generally applied when researching products and services online due to the smartphone s shortcomings. In particular, the smartphone s smaller screen was mentioned as making it hard to gather the necessary information to compare products and make a decision. One of the more surprising findings is perhaps that the majority of consumers use their smartphone more while at home than out and about despite having access to a larger device at home being either a desktop computer or a tablet. The consumer generally has very high expectations of the experience they want from a mobile device with 64% expecting the same amount of information as that of a desktop website. However, consumers do not yet find that websites viewed through a mobile device is living up to those expectations with 3 key issues clearly rising to the top. The inability to click easily, missing functionality and a lack of details are key drawbacks experienced on the mobile device. When it comes to purchasing products and services on the smartphone this is only somewhat popular as it depends on the type of product. Travel is amongst the most popular to purchase through the smartphone, whereas more complex item such as applying for a bank account or purchase insurance is viewed much less favourable. The findings in this research paper will help you to better understand how consumers behave when researching products and services online, their device shortcomings and ultimately where to focus resources to tap into the needs of the online consumer. * (Source: answering-marketers-prayers-smartphonepenetration-hits-75)

5 01 Device and channel preference Using multiple devices during a purchasing journey is becoming commonplace as consumers are time poor with divided attention. Therefore, understanding the types of information and functions used on each device is critical to ensure consumers receive the best experience at each touch point. P5/42

6 Device and channel preference Digital device distribution Figure 1: Do you have access to the any of the following (All vs. segmented) P6/42 With Australians being one of the leading users of mobile technology, this study focused on those users with access to one or more mobile devices and their satisfaction when using these devices to research and purchase products or services. The trends correspond to recent statistics of Australian mobile usage with 77% of respondents having access to a smartphone and 57% to a tablet device. These figures for any national average are extremely high, especially when considering access to a work computer is 57%. It is worth noting that the study indicates that access to a home computer is 93% which is extremely high against the national average and could be slightly skewed by the research being done digitally. Unsurprisingly, when looking at the year-old demographic, the number of users with access to a smartphone increases to 90%. Less dramatically, the access to tablet devices increases to 60% and home computer access decreases to 87%. All 93% 87% 58% 64% Home computer Work computer years 57% 60% Tablet device 77% 90% Smartphone device

7 Device and channel preference P7/42 When it comes to researching products and services, the home computer is the most commonly used device (88%) with smartphones only used by 54% of those surveyed. Smartphone use increases to 74% in the demographic with the home computer remaining high at 81%. This confirms the trend towards the use of multiple devices throughout the consumer journey. While this is consistent with past trends*, the study also examined the nature of research done by users of specific devices, with the home computers still being the most popular, remaining steady at 87% for both smartphone and tablet users. Interestingly, tablet users are more likely to use their device to research and purchase products or services than smartphone users with 73% of tablet users using tablets and only 66% of smartphone users using a smartphone for this purpose. Furthermore, those aged were more likely to use a work computer (58%) for researching and purchases compared to the general sample (43%). While the underlying reason may relate to a generational change in career types, the assumption is that approximately 60% of consumers conduct personal research on work resources. * Source: The New Multi-Screen World Study Google August 2012 Figure 2: Which devices do you use for research of products or services? (All) 88% 45% Home computer Work computer 44% Tablet device 54% Smartphone device

8 Smartphone and tablet experiences Comparing the experience on the smartphone with that on the tablet divides the waters, with 39% finding that the experience is better on the tablet and 37% feeling it is about the same experience whether on a tablet or on a mobile device. Further to this, the majority (59%) also prefers to view the standard website on their tablet device rather than a mobile adapted website which indicate that the tablet is considered a smaller version of a desktop and users expect to be able to easily access the same level of information on the tablet as on a standard desktop website version in order to fulfil the need for accessing comprehensive information. Figure 21: Thinking about your experience using the internet on your tablet device, how does the experience on websites compare to when you use your smartphone? About the same It depends on the website Much worse Much better Haven t noticed any difference 37% 13% 7% 39% 4% P32/42

9 Smartphone and tablet experiences Figure 21 Can t click links easily Missing functions normally available on the main website Lack of detail on mobile versions of websites Text is too small Hard to navigate Slow speed (loading pages etc.) Lack of security I don t have any issues Other, please specify P33/42 Common challenges encountered The top three most common issues encountered on a smartphone device are can t click links easily (59%), missing functions normally available on the main website (55%) followed by lack of detail on mobile versions of website. These top common issues correlate well to the fact that users expect the same amount of information on a website viewed on a mobile device. So the challenge for website designers and digital leaders is to provide a similar experience to desktop with detailed information on a much, much smaller screen. The same three issues remain at the top when looking at the years old demographic, just more pronounced with 63% can t click links easily as an issue, 63% also indicate that lack of detail on mobile versions of the website an issue with 57% mentioning missing functions normally available on the main website. This indicates that the next generation of consumers are very digitally savvy with high expectations of what is delivered to them % Figure 22: Are any of the following, common issues you encounter on websites through your smartphone device? (All vs. Segmented) Click Missing 54 Detail Text All Navigate years 31 Slow Security 6 9 No issues 1 2 Other The question to ask oneself is whether this is really attainable or at all possible, but it is certainly something to continue to strive for in order to meet the customer s need and expectations.

10 about Global Reviews GREG MULLER, CHIEF EXECUTIVE OFFICER At Global Reviews, we do three things exceptionally well. 1. We help measure, track and optimise the effectiveness of your marketing and digital strategies by telling you more about your consumers that have intent to buy your products than you could obtain elsewhere. 2. At a tactical, executional level we help you measure, track and optimise your online and mobile sales effectiveness. The data, insights and competitive intelligence we provide from our industry programmes have a direct, measurable and positive impact on online sales conversions and customer loyalty. 3. We help marketing and digital leaders set best practice standards across their organisations internationally. Our best practice recommendations are evidence-based (rather than opinion) and are a direct result of running the largest syndicated programme of behavioural studies internationally that identify which companies are attracting, converting and retaining customers most successfully. Want to uncover more detail? This report is a high-level industry summary of some of the data and insights we hold (and continue to collect) on the mobile space. Subscription to the Digital Marketing or Sales Effectiveness module provides marketing, product and digital leaders with vital behavioural information to inform strategy, to direct priorities and to grow online sales performance. For more research reports available for download in your industry visit reports To find out more about how Global Reviews can make a profound difference to your business, please contact our Commercial team. P41/42 We MEASURE the things that matter We help you UNDERSTAND We provide direction to help you EXECUTE How easy it is to buy from you. How effective are you at proactively selling. The level of positive experience you provide your customers in order to convert sales and create loyal customers. Your performance against your key competitors, other industries and best practice locally and globally. Who is winning your customer and why. Why customers behave the way they do and what drives them to a sale. How to create sustainable competitive advantage. Where your customer journey is being positively or negatively impacted and why. Whether you are effectively leveraging the unique value proposition of each touch point. Positive changes around the critical factors you need to implement with urgency and focus to reduce customer effort. What you need to focus on to improve performance against your competitors. Help you set actions, timelines and goals to improve performance before the next measurement.

11 in conjunction with AUSTRALASIA Level 8, 432 St Kilda Road Melbourne, 3004, Australia au-contact@globalreviews.com UNITED KINGDOM The Media Village Great Titchfield Street London, W1W 5BB, United Kingdom +44 (0) uk-contact@globalreviews.co.uk IRELAND 5 Albert Street Cork, Ireland +353 (0) irl-contact@globalreviews.co.uk Global Reviews. All rights reserved. Click to return to report page to purchase the full report P: W: ninerewards.com E: info@ninerewards.com ABN

The Smart Shopper Snapshot. September 2015

The Smart Shopper Snapshot. September 2015 The Smart Shopper Snapshot September 2015 About the Consumer Barometer Introduction The Consumer Barometer is a free tool that delivers consumer insights to support planning and decision-making in a fast

More information

Newspaper Multiplatform Usage

Newspaper Multiplatform Usage Newspaper Multiplatform Usage Results from a study conducted for NAA by Frank N. Magid Associates, 2012 1 Research Objectives Identify typical consumer behavior patterns and motivations regarding content,

More information

The 2013 Superannuation Consumer Recommendation & Loyalty Study

The 2013 Superannuation Consumer Recommendation & Loyalty Study The 2013 Superannuation Consumer Recommendation & Loyalty Study A study of the depth of consumer loyalty towards Australian Superannuation brands using the Net Promoter Score Net Promoter, NPS, and Net

More information

BPM 2015: Business Process Management Trends & Observations

BPM 2015: Business Process Management Trends & Observations BPM 2015: Business Process Management Trends & Observations 1 I BPM 2015: Business Process Management Trends & Observations BPM 2015: Business Process Management Trends & Observations Executive Summary

More information

FINTECH CORPORATE INNOVATION INDEX 2015

FINTECH CORPORATE INNOVATION INDEX 2015 FINTECH CORPORATE INNOVATION INDEX 2015 Page 01 FOREWORD Nicole Anderson CEO FINTECH CIRCLE INNOVATE The FinTech eco-system is shaping the future of financial services and it s about new entrants, new

More information

Top 10 Factors That Will Increase Conversion Rates

Top 10 Factors That Will Increase Conversion Rates Top 10 Factors That Will Increase Conversion Rates Top A 3VR 10 Factors WHITEPAPER That Will Increase Conversion Rates 1 Customer Insights We should be using technology to understand who our customers

More information

Britepaper. How to grow your business through events 10 easy steps

Britepaper. How to grow your business through events 10 easy steps Britepaper How to grow your business through events 10 easy steps 1 How to grow your business through events 10 easy steps As a small and growing business, hosting events on a regular basis is a great

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT

HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT INTRODUCTION Marketing and sales analytics are vital to any inbound marketing strategy, as they arm businesses with significant decision-making

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

Introducing the Customer Mix

Introducing the Customer Mix Introducing the Customer Mix Why the Marketing Mix is no longer a relevant framework for multichannel retailers and what they should focus on instead January 2016 Introduction Practicology markets itself

More information

Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services

Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services www.salmon.com 1 DRIVING OUTSTANDING ECOMMERCE PERFORMANCE Over 25

More information

ADVERTISING TRAVEL PRODUCTS TO MULTI-SCREEN CONSUMERS. A UK Travel white paper November 2012

ADVERTISING TRAVEL PRODUCTS TO MULTI-SCREEN CONSUMERS. A UK Travel white paper November 2012 ADVERTISING TRAVEL PRODUCTS TO MULTI-SCREEN CONSUMERS A UK Travel white paper November 2012 THE UNITED KINGDOM - A NATION OF MULTI-SCREENERS With the spread and evolution of mobile devices, be prepared

More information

At The Crossroads of Marketing and Technology. Top 6 Tips for Success in the Digital World

At The Crossroads of Marketing and Technology. Top 6 Tips for Success in the Digital World At The Crossroads of Marketing and Technology Top 6 Tips for Success in the Digital World Introduction As a small business, you have enough challenges keeping your head above water and focusing on how

More information

How to Measure a Loyalty Programme s Return on Investment. Managing information and transactions securely

How to Measure a Loyalty Programme s Return on Investment. Managing information and transactions securely How to Measure a Loyalty Programme s Return on Investment Managing information and transactions securely Introduction Successful programmes have longevity because the overall benefits clearly justify the

More information

Best Practice Search Engine Optimisation

Best Practice Search Engine Optimisation Best Practice Search Engine Optimisation October 2007 Lead Hitwise Analyst: Australia Heather Hopkins, Hitwise UK Search Marketing Services Contents 1 Introduction 1 2 Search Engines 101 2 2.1 2.2 2.3

More information

The Use of Social Media by Electronics Design Engineers

The Use of Social Media by Electronics Design Engineers The Use of Social Media by Electronics Design Engineers A Study by the University of Chichester and Napier Partnership Limited August 2009 ABSTRACT This joint project between Napier and the University

More information

The Australian ONLINE CONSUMER LANDSCAPE

The Australian ONLINE CONSUMER LANDSCAPE The Australian ONLINE CONSUMER LANDSCAPE March 2012 THE AUSTRALIAN ONLINE MARKET & GLOBAL POPULATION Internet usage in Australia is widespread and approaching saturation point with only minimal increases

More information

cprax Internet Marketing

cprax Internet Marketing cprax Internet Marketing cprax Internet Marketing (800) 937-2059 www.cprax.com Table of Contents Introduction... 3 What is Digital Marketing Exactly?... 3 7 Digital Marketing Success Strategies... 4 Top

More information

Customer Engagement. Driving compliance through customer engagement SYSNET GLOBAL SOLUTIONS

Customer Engagement. Driving compliance through customer engagement SYSNET GLOBAL SOLUTIONS Customer Engagement Driving compliance through customer engagement SYSNET GLOBAL SOLUTIONS Contents Driving compliance through customer engagement... 2 Best practice... 2 Multi-channel customer journey...

More information

The Financial Services Industry

The Financial Services Industry The Financial Services Industry AN INTRODUCTION TO SOCIAL MEDIA The Challenge The Financial Services industry is one of the most established and complex around. Many of its key processes and systems have

More information

International IPTV Consumer Readiness Study

International IPTV Consumer Readiness Study International IPTV Consumer Readiness Study Methodology The Accenture International IPTV Study is based on structured telephone interviews using a standard questionnaire and quantitative analysis methods

More information

Omni-Channel Marketing for Customer Driven Interaction

Omni-Channel Marketing for Customer Driven Interaction Omni-Channel Marketing for Customer Driven Interaction 2 Omni-Channel Marketing for Customer-Driven Interaction The Customer Driven Experience With the growing impact of mobile apps and digital touchpoints

More information

Insight. The analytics trend. in customer service. 4-point plan for greater efficiency in contact centres. we are www.daisygroup.

Insight. The analytics trend. in customer service. 4-point plan for greater efficiency in contact centres. we are www.daisygroup. Insight The analytics trend in customer service 4-point plan for greater efficiency in contact centres 2 Introduction The subject of analytics these days includes a vast number of factors relating to customer

More information

SO WHERE IS THE CONSUMER IN CONSUMER BANKING?

SO WHERE IS THE CONSUMER IN CONSUMER BANKING? SO WHERE IS THE CONSUMER IN CONSUMER BANKING? Consumer Banking 3 SO WHERE IS THE CONSUMER IN CONSUMER BANKING? BANK CUSTOMERS CONSUMERS NEED TO BE AT THE HEART OF A LOYALTY-BUILDING ECOSYSTEM. ONE THAT

More information

Elevating the Customer Experience in the Mobile World

Elevating the Customer Experience in the Mobile World Elevating the Customer Experience in the Mobile World Mobile devices are now an ever-present feature of our daily lives Tablets, phones, watches we rely on them and the applications and services that they

More information

CONTEXT AWARE CONTENT MARKETING

CONTEXT AWARE CONTENT MARKETING CONTEXT AWARE CONTENT MARKETING FOUR STEPS TO THE FUTURE OF CONTENT, CONTEXT AND MARKETING SUCCESS Introduction Managing, delivering and consuming web content has changed. Yes, again. The universe of options

More information

SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER ENGAGEMENT - A WINNING APPROACH

SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER ENGAGEMENT - A WINNING APPROACH SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER - A WINNING APPROACH INTRODUCTION The traditional discussion within organisations has always focused around the customer

More information

The Balanced Marketing Ecosystem: Using Traditional & Digital Marketing to Maximize Your Acquisition of New Customers

The Balanced Marketing Ecosystem: Using Traditional & Digital Marketing to Maximize Your Acquisition of New Customers The Balanced Marketing Ecosystem: Using Traditional & Digital Marketing to Maximize Your Acquisition of New Customers Allan Petrilli Manager of Affiliate Services Income Access Group PRESENTATION OVERVIEW

More information

Impacts to Brand Perception of a Human-like Self-service Experience

Impacts to Brand Perception of a Human-like Self-service Experience Customer Service Solutions white paper 1 Impacts to Brand Perception of a Human-like Self-service Experience Review of qualitative consumer research on Web virtual assistants. Customer Service Solutions

More information

Share this ebook! ThinkWorks SNAP SHOT. How to Reach Mobile Users with Search, Apps and YouTube MENA. Focus on. www.latitudegroup.

Share this ebook! ThinkWorks SNAP SHOT. How to Reach Mobile Users with Search, Apps and YouTube MENA. Focus on. www.latitudegroup. ThinkWorks SNAP SHOT How to Reach Mobile Users with Search, Apps and YouTube Focus on MENA 1 Contents This ebook provides tips on how to reach mobile users in the Middle East and North Africa with search,

More information

FINDING BIG PROFITS IN THE AGE OF BIG DATA

FINDING BIG PROFITS IN THE AGE OF BIG DATA FINDING BIG PROFITS IN THE AGE OF BIG DATA UNLOCKING THE ENTERPRISE POTENTIAL OF BEHAVIORAL SEGMENTATION Alex Tavera Senior Loyalty Consulting Manager Behavioral Segmentation / 2 SEGMENTATION HAS EVOLVED

More information

5 STEPS TO Identifying Your Profitable Target Audience PUBLISHED BY

5 STEPS TO Identifying Your Profitable Target Audience PUBLISHED BY 5 STEPS TO Identifying Your Profitable Target Audience PUBLISHED BY You know that profiling your target audience is the best business practice... BUT WHY? Even children try to identify the right audience

More information

DMI ME. Professional Diploma in Digital Marketing. www.dmime.com phone: +971 4 454 0364 marketing@dmime.com. DIGITAL MARKETING INSTITUTE Middle East

DMI ME. Professional Diploma in Digital Marketing. www.dmime.com phone: +971 4 454 0364 marketing@dmime.com. DIGITAL MARKETING INSTITUTE Middle East DMI ME DIGITAL MARKETING INSTITUTE Middle East Professional Diploma in Digital Marketing www.dmime.com phone: +971 4 454 0364 marketing@dmime.com Professional Diploma in Digital Marketing Introduction

More information

We will discuss how to manage your own ecommerce booking through your website rather than through a booking agent and how this can integrate.

We will discuss how to manage your own ecommerce booking through your website rather than through a booking agent and how this can integrate. Every day, more and more people are going online to research and book their holiday or experience. As such it is important to ensure that your website can be easily found and that you capture those potential

More information

Webinar Series. 1 st Annual BABY PRODUCTS US MARKET STUDY

Webinar Series. 1 st Annual BABY PRODUCTS US MARKET STUDY Webinar Series 1 st Annual BABY PRODUCTS US MARKET STUDY March 30 th, 2016 METHODOLOGY Consumer Survey fielded by Toluna to 2,000 Adults 18-75 in March 2016 Areas of Questioning: Product Types purchased

More information

Adults media use and attitudes. Report 2016

Adults media use and attitudes. Report 2016 Adults media use and attitudes Report Research Document Publication date: April About this document This report is published as part of our media literacy duties. It provides research that looks at media

More information

Companies already have customer data Creating a more effective sales team With all of this improved technology Most companies have a CRM

Companies already have customer data Creating a more effective sales team With all of this improved technology Most companies have a CRM Many sales organizations are faced with the underutilization of their sales assets, meaning the potential of available resources, both sales reps and territories, are not being used to their fullest. Every

More information

Executive Cover Memo. The Allround brand is in a favorable position, but the cold medicine is also becoming a

Executive Cover Memo. The Allround brand is in a favorable position, but the cold medicine is also becoming a Executive Cover Memo The Allround brand is in a favorable position, but the cold medicine is also becoming a cash cow. I believe that Allround needs to increase its unit sales with both grocery stores

More information

Television Advertising is a Key Driver of Social Media Engagement for Brands TV ADS ACCOUNT FOR 1 IN 5 SOCIAL BRAND ENGAGEMENTS

Television Advertising is a Key Driver of Social Media Engagement for Brands TV ADS ACCOUNT FOR 1 IN 5 SOCIAL BRAND ENGAGEMENTS Television Advertising is a Key Driver of Social Media Engagement for Brands TV ADS ACCOUNT FOR 1 IN 5 SOCIAL BRAND ENGAGEMENTS Executive Summary Turner partnered with 4C to better understand and quantify

More information

Chris Bell. Customer Experience Coach. www.customerexperiences.co.nz

Chris Bell. Customer Experience Coach. www.customerexperiences.co.nz Chris Bell Customer Experience Coach Developing Your Unique Customer Experience Introduction As more and more business leaders start to understand what a customer experience strategy is all about and more

More information

The Role of Mobile in Retail Commerce. June 2013

The Role of Mobile in Retail Commerce. June 2013 The Role of Mobile in Retail Commerce June 2013 Page 1 Overview Since June 2010, edigitalresearch and Portaltech Reply have been tracking the growth and development of smartphone devices in mobile and

More information

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications Mobile Apps: What Consumers Really Need and Want A Global Study of Consumers Expectations and Experiences of Mobile Applications The Difference Between a Mobile App and a Mobile Website Before we evaluate

More information

A STUDY ON USAGE OF MOBILE APPS AS A IMPACTFUL TOOL OF MARKETING

A STUDY ON USAGE OF MOBILE APPS AS A IMPACTFUL TOOL OF MARKETING A STUDY ON USAGE OF MOBILE APPS AS A IMPACTFUL TOOL OF MARKETING Dr. Deepali Bhatnagar Assistant Professor, Amity University, Rajasthan ABSTRACT: Mobile marketing perform two ways or multiple way communication

More information

Overview. Travel consumer online habits

Overview. Travel consumer online habits Overview Technology and the internet have created a revolution in tourism marketing. The internet not only inspires and provides consumers with information on potential travel destinations; it also enables

More information

PASSPORT USER GUIDE. This guide provides a detailed overview of how to use Passport, allowing you to find the information you need more efficiently.

PASSPORT USER GUIDE. This guide provides a detailed overview of how to use Passport, allowing you to find the information you need more efficiently. PASSPORT USER GUIDE Euromonitor International s Passport is an integrated online database, providing business intelligence on industries, economies and consumers. Its simple-to-use interface makes it easy

More information

2016 NICE-BCG CX SURVEY

2016 NICE-BCG CX SURVEY Partners with 2016 NICE-BCG CX SURVEY Survey Highlights NICE and BCG sponsored a survey to identify the key trends in Multi-Channel customer experience 1,704 Surveys US 698 UK 248 Australia 255 Netherlands

More information

Digital Segmentation. Basic principles of effective customer segmentation

Digital Segmentation. Basic principles of effective customer segmentation Digital Segmentation Basic principles of effective customer segmentation October 2012 Introduction This paper is an introduction to customer segmentation. It goes through the basics of segmentation, explaining

More information

Lead Generation Gets Smarter

Lead Generation Gets Smarter Lead Generation Gets Smarter Lead Generation bulks up to meet much higher expectations Business Brief 01 / 08 EXECUTIVE SUMMARY Taken for granted these many years, the email marketer s stock in trade,

More information

CONTENTS. About the report 3. Methodology & survey demographics. Key findings. SECTION 1: Most-used online resources and devices

CONTENTS. About the report 3. Methodology & survey demographics. Key findings. SECTION 1: Most-used online resources and devices Published July 2014 Published July 2014 Contents CONTENTS About the report 3 Methodology & survey demographics 4 Key findings 5 SECTION 1: Most-used online resources and devices Online versus offline resources

More information

Responsive Design How to get started

Responsive Design How to get started Best Practices Guide Responsive Design How to get started oho.com 617 499 4900 @ohointeractive Website traffic from mobile devices has grown significantly year over year prompting marketers to include

More information

2013 Retailer ecommerce Study

2013 Retailer ecommerce Study 2013 Retailer ecommerce Study shopatron.com Executive Summary The retail industry has changed significantly over the last decade, and it is continuing to evolve. As a veteran technology provider in the

More information

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING WWW.HSO.COM The rise of CRM and how it s transforming business interactions CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING Why customer loyalty pays dividends Delivering a personal experience Unsurprisingly,

More information

[ know me ] A Strategic Approach to Customer Engagement Optimisation

[ know me ] A Strategic Approach to Customer Engagement Optimisation [ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

The Connecting with Customers Report. A Global Study of the Drivers of a Successful Online Experience

The Connecting with Customers Report. A Global Study of the Drivers of a Successful Online Experience The Connecting with Customers Report A Global Study of the Drivers of a Successful Online Experience November 2013 Executive summary LivePerson (NASDAQ: LPSN), a leader in online customer engagement, commissioned

More information

When Engaging the Right Talent, One Size Does Not Fit All

When Engaging the Right Talent, One Size Does Not Fit All When Engaging the Right Talent, One Size Does Not Fit All Candidate Preferences in Job Search and Interview Practices This is the first in a five-part series from ManpowerGroup Solutions analyzing the

More information

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Asia s Customer Experience Management Landscape 2015 1 ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Companies across Asia are waking up to the importance of providing consistent customer experiences,

More information

The Digital Dental Practice

The Digital Dental Practice MAY 2014 The Digital Dental Practice 2014 Dental Market Survey Digital Marketing and Patient Communications By Diana P. Friedman, MA, MBA The Digital Dental Practice 2014 Dental Market Survey Digital

More information

JOB DESCRIPTION. Fundraising Strategy & Knowledge / Analysis Team. 35hrs per week, Monday to Friday, 9.30am 5.30pm. Band 7: 35,746-42,554 per annum

JOB DESCRIPTION. Fundraising Strategy & Knowledge / Analysis Team. 35hrs per week, Monday to Friday, 9.30am 5.30pm. Band 7: 35,746-42,554 per annum JOB DESCRIPTION Job Title Reporting to: Department/Team Location Hours Salary Band/Grade Duration Analysis Manager Fundraising Strategy & Knowledge / Analysis Team Unicef House, 30a Great Sutton Street,

More information

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened

More information

This is really important, because EE needs to be defined and understood in the context within which it is being used.

This is really important, because EE needs to be defined and understood in the context within which it is being used. FACTSHEET Employee Engagement Introduction This Factsheet highlights the critical importance of Employee Engagement (EE), and offers advice on how you can develop a winning people proposition for your

More information

G-CLOUD 6 Service Definition Document

G-CLOUD 6 Service Definition Document G-CLOUD 6 Service Definition Document Issue 1.1 - December 2014 Contents Digital Marketing Overview...3 About Netleadz...3 Process...3 Philosophy...4 Organic Search (SEO) offering...5 Paid Search (PPC)

More information

Consumer Barometer. Country Report France

Consumer Barometer. Country Report France Consumer Barometer Country Report France Table of Content Where to find what The Multiscreen World - Internet usage 06-10 - Devices 11-15 The Smart Shopper - Research behavior 16-26 - Purchase behavior

More information

Media Trends: Q4 Report

Media Trends: Q4 Report Media Trends: Q4 Report By Marketing Mechanics DECEMBER 2014 Media Trends Q4 2014 1 Introduction Marketing Mechanics are pleased to present Q4 Media Trends Report of 2014. Our research is based on insights

More information

Course Description Applicable to students admitted in 2015-2016

Course Description Applicable to students admitted in 2015-2016 Course Description Applicable to students admitted in 2015-2016 Required and Elective Courses (from ) COMM 4820 Advertising Creativity and Creation The course mainly consists of four areas: 1) introduction

More information

3 Reasons Why You Lost 43 billion and 6 Ways to Get it Back in 2016

3 Reasons Why You Lost 43 billion and 6 Ways to Get it Back in 2016 3 Reasons Why You Lost 43 billion and 6 Ways to Get it Back in 2016 According to the Centre for Economics and Business Research, UK businesses with a turnover between 5m and 50m lost 43bn in Gross Profit

More information

Full Website Analysis

Full Website Analysis Full Website Analysis A Website Analysis tests over 200 indicators that search engines use to analyze your website before ranking it. Items such as hosting, website structure, index-ability, META information,

More information

THE STATE OF SALES EXECUTION

THE STATE OF SALES EXECUTION THE STATE OF SALES EXECUTION 2015 Trends Report Top Objectives and Challenges Facing Sales Leaders and Sales Teams Organizations in 2015 are continuing to make a fundamental shift toward more aggressive

More information

Is your Business Mobile-Ready? A quick audit to check your business website is mobile-ready

Is your Business Mobile-Ready? A quick audit to check your business website is mobile-ready Is your Business Mobile-Ready? A quick audit to check your business website is mobile-ready Last year, Google earned $2.5 billion in annual revenue from mobile advertising (Source: Google) What s inside?

More information

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT AT A GLANCE 2015 is the Year of the socalled Millennial (18-34 year olds)

More information

Adobe Analytics Premium Customer 360

Adobe Analytics Premium Customer 360 Adobe Analytics Premium: Customer 360 1 Adobe Analytics Premium Customer 360 Adobe Analytics 2 Adobe Analytics Premium: Customer 360 Adobe Analytics Premium: Customer 360 3 Get a holistic view of your

More information

10 ways Professional Service companies can increase their profits through marketing

10 ways Professional Service companies can increase their profits through marketing 10 ways Professional Service companies can increase their profits through marketing A Xander Marketing Guide T: 03302232770 E: hello@xandermarketing.com W: www.xandermarketing.com Introduction Traditionally

More information

Hitwise Mobile Client Release FAQ February 2013

Hitwise Mobile Client Release FAQ February 2013 Hitwise Mobile Client Release FAQ February 2013 About Hitwise Mobile Mobile is one of the most dynamic aspects of the Internet today. Understanding the way consumers use the Internet from mobile devices

More information

o2markit B2B Marketing Challenges 2014! !!!! !!!!!!!!!!!!! consulting ltd What is, or should be, keeping the CMO awake at night these days?!

o2markit B2B Marketing Challenges 2014! !!!! !!!!!!!!!!!!! consulting ltd What is, or should be, keeping the CMO awake at night these days?! o2markit consulting ltd B2B Marketing Challenges 2014 What is, or should be, keeping the CMO awake at night these days? In January 2014 Go2Markit Consulting Limited surveyed the views of executives from

More information

10 features your practice s website must have to improve income and patient care!

10 features your practice s website must have to improve income and patient care! 10 features your practice s website must have to improve income and patient care! What are they and how can you best take advantage of them? White paper produced - 2015 These strategic tips have proven

More information

Generation Y Changing with the times

Generation Y Changing with the times Generation Y Changing with the times Generation Y refers to any individual born between 1980 and 2000 and, like most other generations, they have been shaped by the leaders, developments, trends and events

More information

Digital Media Monitor 2012 Final report February 2012 11057

Digital Media Monitor 2012 Final report February 2012 11057 Digital Media Monitor 2012 Final report February 2012 11057 Contents Summary 5 Internet access 9 Internet access via mobile device 15 TfL website use 22 Journey information services 28 Taxis/PHVs 33 Next

More information

Internet Basics for Business

Internet Basics for Business Internet Basics for Business Agenda Destination NSW overview The impact of technology and digital marketing on travel Initial assessment of my website Seven tips for your website Search Engines Converting

More information

8 CRITICAL METRICS FOR MEASURING APP USER ENGAGEMENT

8 CRITICAL METRICS FOR MEASURING APP USER ENGAGEMENT 8 CRITICAL METRICS FOR MEASURING APP USER ENGAGEMENT Contents Measuring the Success of Your Mobile App...01 1. Users...04 2. Session Length...07 3. Session Interval...12 4. Time in App...15 5. Acquisitions...18

More information

AUSSIES WATCH MORE TV YEAR-ON-YEAR, TAKE-UP OF NEW SCREENS RISES: Q1 2014 MULTI-SCREEN REPORT

AUSSIES WATCH MORE TV YEAR-ON-YEAR, TAKE-UP OF NEW SCREENS RISES: Q1 2014 MULTI-SCREEN REPORT AUSSIES WATCH MORE TV YEAR-ON-YEAR, TAKE-UP OF NEW SCREENS RISES: Q1 2014 MULTI-SCREEN REPORT Contact: Margaret Fearn Jackie Helliker Fearnace Media Nielsen T: + 1 508 369 7189 T: + 61 (0) 403 074 864

More information

Email Marketing and the Mobile Consumer in Australasia A Jericho White Paper

Email Marketing and the Mobile Consumer in Australasia A Jericho White Paper Email Marketing and the Mobile Consumer in Australasia A Jericho White Paper Introduction Mobile is changing everything how we research, how we find information, how we communicate, how we purchase and

More information

SMS Guide For Fashion & Retail

SMS Guide For Fashion & Retail SMS Guide For Fashion & Retail Would you rather give up your mobile phone or your shoes? You d probably be surprised to hear that not only would 63% of people rather give up chocolate than their smartphone

More information

Beyond the Referral: The Growing Role of Customer Advocates in Technology Marketing

Beyond the Referral: The Growing Role of Customer Advocates in Technology Marketing Beyond the Referral: The Growing Role of Customer Advocates in Technology Marketing Barb Pfeiffer Senior Consultant & Chief Channel Expert The Partner Marketing Group Beyond the Referral: The Growing Role

More information

Retailers Must Seize The Marketplace Opportunity

Retailers Must Seize The Marketplace Opportunity A Forrester Consulting Thought Leadership Paper Commissioned By Mirakl And ChannelAdvisor April 2016 Retailers Must Seize The Marketplace Opportunity Table Of Contents Executive Summary... 1 Extend Your

More information

Best practice for customer satisfaction surveying in contact centre operations. The customer has moved on, so must we

Best practice for customer satisfaction surveying in contact centre operations. The customer has moved on, so must we White paper Best practice for customer satisfaction surveying in contact centre operations The customer has moved on, so must we Bright UK Ltd April 2013 Bright UK Ltd Richmond Bridge House, 419 Richmond

More information

METHODOLOGY THANKS TO CONNECTED DEVICES LIKE TABLETS AND SMARTPHONES, THE WAY PEOPLE SHOP IS CHANGING DRAMATICALLY.

METHODOLOGY THANKS TO CONNECTED DEVICES LIKE TABLETS AND SMARTPHONES, THE WAY PEOPLE SHOP IS CHANGING DRAMATICALLY. METHODOLOGY THANKS TO CONNECTED DEVICES LIKE TABLETS AND SMARTPHONES, THE WAY PEOPLE SHOP IS CHANGING DRAMATICALLY. We aim to better prepare brands for the future of retail. So for the second consecutive

More information

Consumers Tell All. Part 1: Online Shopping Frequency

Consumers Tell All. Part 1: Online Shopping Frequency Consumers Tell All Part 1: Online Shopping Frequency Online Shopping Frequency Overview 3 Methodology 4 Shopping Frequency All Online Shoppers 5 Shopping Frequency by Gender 6 Shopping Frequency by Age

More information

CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM) 3.1 INTRODUCTION The most important purpose of any service orientated organisation is to retain customers. It is critical for any organization to keep

More information

A Guide to Marketing Automation

A Guide to Marketing Automation A Guide to Marketing Automation How Has B2B Marketing Changed? B2B marketing has undergone a significant shift in recent years. Buyers are able to take more control of the buying process by undertaking

More information

UNDERSTANDING YOUR TARGET AUDIENCE AND DEFINING YOUR VALUE PROPOSITION

UNDERSTANDING YOUR TARGET AUDIENCE AND DEFINING YOUR VALUE PROPOSITION 57 Stage 3: Set Up and Start Up Theme 6: Marketing UNDERSTANDING YOUR TARGET AUDIENCE AND DEFINING YOUR VALUE PROPOSITION Now that you re ready to turn your idea into a reality and begin defining your

More information

In-flight broadband takes off in Europe - why airlines can no longer afford to wait. Change is in the Air. AVIATION > Connectivity > Research

In-flight broadband takes off in Europe - why airlines can no longer afford to wait. Change is in the Air. AVIATION > Connectivity > Research In-flight broadband takes off in Europe - why airlines can no longer afford to wait Change is in the Air AVIATION > Connectivity > Research In a highly competitive market, airlines are fighting for a way

More information

2014 Local Business Search Study

2014 Local Business Search Study 2014 Local Business Search Study Prepared by comscore, Inc. comscore, Inc. Proprietary. Agenda 1.Introduction and Methodology 2.Each Device Plays a Different Role in Local Search Tried and true, the PC/Laptop

More information

Why Your Business Needs a Website: Ten Reasons. Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com

Why Your Business Needs a Website: Ten Reasons. Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com Why Your Business Needs a Website: Ten Reasons Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com Reason 1: Does Your Competition Have a Website? As the owner of a small business, you understand

More information

Social Email Marketing

Social Email Marketing emarsys Whitepaper Contents Introduction Results Summary of Results Top 5 Social Email Marketing Tips About emarsys Introduction Facebook, Twitter, YouTube, LinkedIn...Social networks have grown from a

More information

Data Ownership Overview: Using omni-channel data to connect one-on-one with customers

Data Ownership Overview: Using omni-channel data to connect one-on-one with customers : Using omni-channel data to connect one-on-one with customers Purpose This overview of data ownership provides key insights for marketing practitioners and executives. Those serving and interacting with

More information

Table of Contents. Foreword 3. Introduction 5. What s the strategy? 7. The vision 7. The strategy 7. The goals 7. The priorities 8

Table of Contents. Foreword 3. Introduction 5. What s the strategy? 7. The vision 7. The strategy 7. The goals 7. The priorities 8 Table of Contents Message from Minister Sorenson 2 Foreword 3 National Strategy for Financial Literacy Count me in, Canada 5 Introduction 5 What s the strategy? 7 The vision 7 The strategy 7 The goals

More information

B2B MARKETING Overview Tactics Strategies

B2B MARKETING Overview Tactics Strategies Product2Market B2B MARKETING Overview Tactics Strategies @ProductToMarket B2B Marketing Overview Tactics and Strategies By Anthony E. Byrne Anthony is CEO and co-founder of Product2Market, a leading European

More information

Best practices to optimize CPG digital targeting

Best practices to optimize CPG digital targeting Best practices to optimize CPG digital targeting Digital targeting has evolved That was then Until recently, digital marketing tactics have largely focused on scale and placement: advertisers served content

More information

ef*f Children and Parents: Media Use and Attitudes Report

ef*f Children and Parents: Media Use and Attitudes Report ef*f Children and Parents: Media Use and Attitudes Report Research Document Publication date: November About this document This report examines children s media literacy. It provides detailed evidence

More information

UNDERSTAND HOW B2B IT AUDIENCES CONSUME information. Insight. a guide for the B2B technology marketer. Tel: +44 (0) 2034 4053188 www.pulsecomms.

UNDERSTAND HOW B2B IT AUDIENCES CONSUME information. Insight. a guide for the B2B technology marketer. Tel: +44 (0) 2034 4053188 www.pulsecomms. Insight Balancing your content distribution strategy across paid, earned and owned channels Insight UNDERSTAND HOW B2B IT AUDIENCES CONSUME information a guide for the B2B technology marketer 1 Tel: +44

More information