Engaging Your Ultra-Connected Customers

Melissa Parrish

Back in March, I hinted at my discomfort with the way SoLoMo has come to mean technology-focused, reductive marketing campaigns usually solely focused on the “check-in.”   But the reason people want to talk about SoLoMo is because of real trends in consumer adoption of technology and advanced technology behaviors. Those of you who were at Forrester’s Marketing Leadership Forum last month know that this thinking evolved into what we’ve been calling the Always Addressable Customer — a topic that I haven’t stopped talking about since we debuted it. For those of you who haven’t yet heard the term, the Always Addressable Customer is someone who:

·         Owns and uses at least 3 data connected devices

·         Accesses the Internet multiple times per day

·         Goes online from multiple physical locations (for example: home, work, in the car, and at the mall)

These customers require marketers to think differently about their programs if they want to be effective. Always Addressable Customers don’t stop to think about their devices or “technology solutions.” Rather, technology is simply how they live their lives and get stuff done. It means that you can now reach this ultra-connected audience wherever they are, but more importantly, wherever and whenever they need you. That “need” is key here: I’m not talking about your ability to bombard your customer with irrelevant messages. I’m talking about how you can now provide true service and value to your customers whenever and wherever they need it. 

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Already Marketing On Social Networks? Then You're Already Marketing On Mobile

Melissa Parrish

One of the reasons marketing on social networks is so popular is that the consumers a brand can reach are largely active, vocal and willing to connect -- with each other and with their favorite brands.  But did you know that 22% of US online adults with cellphones access their social networks via mobile at least monthly?   In my new report, I explore research that shows that these particular social networking users are even more active, vocal and willing to connect than the general population.

Consumers who access social networks via mobile over-index on every rung of the Social Technographics® ladder, except for inactives.  More interesting?  Mobile social users have specific, focused intentions that differ from desktop mobile users:  They're interested in immediacy, entertainment, and in knowing which of their friends and favorite places are physically nearby. 

Keeping in mind the specific interests of these extremely socially active consumers, marketers can optimize their already-existing social campaigns to make them even more successful for mobile users.  For recommendations on how to optimize your own campaigns with little additional effort or cost, check out the full report.

Have you already optimized your social messaging for mobile users?  If so, I'd love to hear what you changed and what the results were.  Head to the comments section to share your case studies!