I'm traveling to Atlanta next week. Today - Friday - I decided late in the day to book a hotel room finally.
I'm sitting at my desk. I'm figuring there will be some time on hold. I'm multi-tasking ... so I use my PC to do a quick search, find some nearby hotels and get a couple of phone numbers. I'll use my office phone with a headset and my hands will still be free to edit a document.
I start with brand A. I place the first call and talk to an idiotic IVR that puts me into a doom loop. I hang up. I call back and get a person. The person can't book a discounted rate so gives me another phone number to write down. I write it down. I throw it in the trash.
I shift to brand B. I place the call to the hotel. A man answers. He transfers me to an IVR asking for my home phone number. I don't understand. I hang up. I call back. The same man answers. I said, "I think there must have been a mistake. I thought you placed me on hold, but I got dropped into an IVR." Man replies, "oh no - that IS our reservation system." I reply, "you don't have people making reservations." He replies, "No - just the hotel reservation system - the IVR." I reply, "I don't make reservations with IVR's." I hang up. (Sorry - but it's insanely tedious - at least in this case ... my home phone number??? C'mon - they don't need that to book my room)
I pick up my phone and click on my "hotel icon" to open the app. Within 2 minutes, I've booked a hotel - all of my information stored - and spent $750.
The SF 49ers will soon have a new stadium in Santa Clara, CA. This May 30th article from the SF Examiner describes the new stadium as "entirely cashless and ticketless." The assumption is that "... the fans will be carrying around smartphones." "Software engineers are already building apps to order food, watch instant replays, listen to play-by-play and check bathroom lines from the seats."
As a mobile analyst, I love the concept. Has anyone every been to a conference though with thousands or tens of thousands or 68,500 people? How's your Internet connection?
Walmart's Global Head of Mobile, Gibu Thomas, just got off stage here at CTIA in Las Vegas. He offered an overview of Walmart's approach to mobile which, based on our research, is dead on. It's solid. (I dropped in a partial/paraphrased transcript below; read the details if you'd like, but a summary/analysis is up top here). At times I felt like he was following our research stream because the language was so similar; he even quoted James McQuivey from 1999: "When consumers adopt new technologies, they do old things in new ways. When they internalize technology, they begin to do new things."
(And I'll sound like a bit of a broken record here as I've said so much of this before. The difference now is that retailers like Walmart are implementing and talking about the results.)
- Mobile opportunity ($) > eCommerce opportunity. The opportunity in mobile is not primarily mCommerce, a number that Sucharita Mulpuru and Forrester Research put at 8% of eCommerce sales in 2016. In 2016, eCommerce will be about 10% of retail sales. The mobile-influenced number at more than $700B (forecast) in the US makes mobile-influenced sales the bigger number. The opportunity in mobile is a combination of a) influencing sales ($$$) and b) giving consumers the ability to buy anywhere/anytime ($). You can't just shrink/squeeze an experience onto a small device; this is too mini-eCommerce-centric and misses the bigger opportunity.
- Consumers who use mobile devices are more engaged and spend more. OK: there is a bit of a chicken or egg here. Do more loyal, frequent shoppers download your app? Or do consumers become more loyal once they download your app? The answer is both. At Walmart, mobile app users spend 40% more each month and make two more trips per month. Our highly engaged users spend 77% more each month and make four more trips per month than the non-mobile user.
Google Glass owners were in the minority last week at Google I/O 2013, but I still felt left out not having a pair. I was one of the “have-nots” this past week. It’s still very early days for Google Glass, but there is enough insight into the potential for eBusiness professionals to begin thinking about the possibilities. Some may argue that Google Glass is a fantasy product at $1,500 that will never take off, but a lot of people doubted the tablet and iPad as well. In any case, it's safe to assume that more and more devices will have interactive, connected displays. These displays may be flexible — they may be a wristwatch. The same thinking around highly contextual information delivered in small bits still applies.
First session on Google Glass development was oversold, so to speak. There was standing room only with at least one overflow room. Intense. I was also fortunate to attend a women’s maker event the evening before with Jean Wang (see video of event and Jean story). She shared the history of the devices.
I’m sitting in the “Fireside Chat” session as I type this blog post. I can literally feel the temperature rising as the bodies crowd in. It’s 15 minutes before the start . . . and they are already turning people away. It’s intense, like trying to get into Iron Man 3 on the opening weekend. There can’t possibly be a product attracting more attention right now.
Vision for Google Glass: “Technology is there when you need it. It’s not when you don’t.”
If you are at the deYoung museum in San Francisco and do a search on “painting,” you might be looking for a Van Gogh. If you are in Home Depot and do a search on “painting,” you likely need supplies for your weekend project.
I heard the term “invisible search terms” today at Google I/O in the Indoor Location session. While you may not type in “Impressionism” or “supplies” with paint, a smart application – or search function, in this case – can take a pretty good guess at what you want based on where you are.
In a report I wrote in 2011, I talked about layering intelligence on top of location – yes, you have my lat/long, but what does it mean? And how do you use that intelligence to make services and content relevant to me?
I’m at Google I/O, and the discussion continues around how to use context to make applications smarter.
Mobile services must be contextual. Screens are small. Interfaces are limited. Consumers are task-oriented. “I want to pay a bill” or “I need to make this shopping list before my son is finished with soccer practice." Total context – the sum of everything you know about a consumer, including what he/she is experiencing now – must be used to create the relevancy in the delivery of content and services.
Context can help shorten the number of steps on a phone to complete a task. We already see this with companies like Apple – the application switches to “store mode.” Starwood Hotels switches its app to 'travel mode' when a guest is within 48 hours of a stay. Services we only envisioned two years ago are real today.
Why don’t more companies use mobile context? Our research tells us it's lack of bandwidth; executing on the basics keeps us busy enough. It’s also hard to do – and most enterprises don’t have the right analytics or metrics in place to measure the impact.
Google rolled out a number of tools/features for developers today to make using context easier. It’s exactly what we need.
Here’s the list:
1) Geofencing within apps: This allows developers to set up 100 geofenced areas. It will be excellent for local services and smaller brands (plus media companies). Too few for large national brands with hundreds or thousands of locations.
2) Google Activity: It abstracts the context of walking, running, cycling, making it easier for developers to use motion context.
Is it me or my expectations? My mobile travel applications have only improved over the past 12 months (and I mean this sincerely), but my disappointment has never been so acute. Why? My expectations have never been higher. I access information more frequently (see Ted Schadler's and John McCarthy's Engagement report -- they quantify this), and I expect more accuracy. In the absence of tethering my computer or tablet to to my mobile-phone-turned-hotspot (difficult on the move), I turn to my mobile phone for services. "Immediacy" is what makes mobile so valuable. If I can't get real-time, accurate information on the go, then how useful are the mobile services?
11. (an extra) When I use the mobile app to add the boarding pass to Passbook, why does only one of two boarding passes go there when I have a connecting flight?
10. I uploaded an update to the loyalty program from the hotel chain. It deleted all of my account information. Awesome. Really guys?
9. I searched the mobile app, mobile web, and full web for a way to recover my account number - not possible in my 10 minutes of searching. Only possible to get password.
8. I called customer service (hotel brand) while sitting on the plane to get my account number. They asked me to state my password out loud (while on the crowded plane). I gave them the password, and they told me it was incorrect. They proceeded to ask for all of my additional security information (e.g., mother's maiden name). "We have these rules in place to protect your privacy and ensure the security of your account." I'm thinking, "My hotel frequent stay account??? It's easier to get my user name and password from my bank!!" Terrible user experience.
How many of you are still outsourcing your mobile application development because your internal technology "just doesn't get it"? I interviewed 25 eBusiness professionals in 2012 about their approach to mobile and how their challenges were evolving. (The first piece is due out soon, with more to follow quickly.) A lot of eBusiness professionals think their success hinges on "owning" the mobile development team directly (internal) or through an agency (external). Their worst-case scenario is funding the mobile development even if the team doesn't roll directly up to them. Reasons offered include:
"They move too slowly."
"They are in India. How are we seriously supposed to be agile with the distance?"
"Mobile isn't a high enough priority."
"Their idea of an excellent customer experience and ours is like 'Men Are From Mars And Women Are From Venus' - we're not even on the same planet, let alone speaking the same language."
I talk to our eBusiness clients a lot about "context" and how it will define the future of mobile. Consumers will become very task-oriented on mobile devices and they will expect their mobile phone to personalize or make the real world richer and more relevant to them. There are already great examples in the travel industry, with retail, banking, insurance, healthcare, and many other industries beginning to push the envelope. What has held them back have been development resources and an IT team that can support their vision.
Last week, we had the opportunity to have a conversation with one of the world’s, and certainly Canada’s, largest premier coalition loyalty programs, theAIR MILES Reward Program. It has penetrated two-thirds of Canadian households, with 10 million active Collector accounts in Canada. AIR MILES is also deeply entrenched in the mobile landscape, having launched the first coalition loyalty program app of its kind in Canada for mobile and tablet, which has since had more than 800,000 downloads. Here are a few nuggets from what we learned about Canada’s increasingly sophisticated mobile landscape:
Immediacy reigns. The most used feature in the application is real-time updates. Mobile phone users pull out their phone throughout the day to access real-time and geo-specific updates on deals and offers at nearby participating retailers. Activity shows that the habit influences the consumer’s decision about where to shop and drives in-store sales.
iOS users are the most active by far. Compared to Android and RIM users, iOS users are by far the most active on their mobile phones. More than 80% of the downloads are from an iPhone with that group being most active.
Mobile engagement drives ROI. When it comes to mobile,any engagement level is positive. This loyalty program found that when users engage with the mobile app, their in-store spend increases anywhere between 5% and 21%.