I recently came accross this quote in the Financial Times from the former Vodafone CEO on November 19, 2007: "The simple fact that we have the customer and billing relationship is a hugely powerful thing that nobody can take away from us". Would you still agree with this operator statement written in golden letters at the forefront of any "smart pipe" operator strategy?
Since then, new entrants such as Google and Apple have shaken up the value chain. I have two examples in mind showcasing the tectonic shifts happening: 1) Apple imposing a direct billing relationship via iTunes/App store and 2) Google managing to create its own location data base (via cell ID or Skyhook's wireless technology) without relying on operators' network.
As early as in July 2007 (before the 3G iPhone version embedding a GPS chip), Google Maps on iPhone (the combo of Google's and Apple's strengths) started offering the "magic blue circle" experience. You could benefit from a compelling user experience like never before, with instant localization without any GPS chipset. Of course, the accuracy may not be good enough if you are looking for a pure turn-by-turn navigation, but honestly this is so simple and useful if as a pedestrian you're looking at the streets nearby.
Location is at the very heart of the mobile value proposition.
Fortune just published its Global 500 2009 list which
outlines the largest 500 corporations in the world.
A few observations on how the list is evolving, with a particular focus on the
top 15 countries (those with eight or more Fortune 500 companies listed this year):
Chances are you've seen an online video contest lately. In fact,
you've probably seen a lot of them: more than 20% of interactive
marketers -- including category leaders like P&G, Nike, Coca-Cola
and Sony -- tell Forrester they've run campaigns asking users to submit
online content in the past year. I've been collecting a list of dozens
of great video contests, and one contest clearinghouse site says there are 115 user-generated video contests accepting submissions right now, across a huge range of categories.
I'm pleased to announce that Forrester's five year forecast is now complete and live on Forrester's site. It feels like this has been a long time in coming from my side too! Please see the full report for detailed explanations of the trends affecting overall marketing budgets and the growth of the channel in the forecast.
You may remember we previewed our forecast at Forrester's Marketing Forum at the end of April. If you cross reference this post to the one we posted as follow up to the forum, you will notice that the "% of all advertising spend" has changed. The absolute forecast is still the same, we just changed this calculation to make sure it was done in the same way as in years past. See below for the most recent release:
This research will certainly help marketers plan their channel strategies.
How did you like our Customer Experience Forum? Did you come participate in person at the event in New York? Or did you see some of the presentations that we offered as a live stream?
On my way home from New York, I met a friend at LaGuardia airport for a coffee and I enthused about the event to him. He leant forward as if to let me in on a secret: "There's a company that I deal with, that always delivers an excellent customer experience - and you've probably never heard of it."
He proceeded to tell me that three generations of his family rely on USAA for all their financial needs. Boy, was he surprised when I told him who I'd been speaking with earlier... :
Good play by Amazon. There is a lot of buzz around mCommerce right now - what is it? what does it mean? how fast will "it" grow? what role will it play in the multi-channel retail experience?
One of the top reasons consumers give for buying in a physical location after conducting research online is immediacy - can get it/buy it now. On a cell phone in a physical location, comparison pricing has the potential to either finalize the deal (if the store does indeed have the lowest price) or take the customer out the door - either to another store or online.
SnapTell - already popular with cell phone users - adds to Amazon's growing portfolio of mobile services (which I find impressive already) - and is a bit of a defensive move. I think they may yet bring a few people back to online (or one of their retail partners) with this service.
During the past week I’ve had the privilege of presenting to two
different organizations that I think B2B marketers would benefit from
June 3, 2009 I spoke at the MOCCA quarterly meeting, held at Adobe’s facilities in downtown San Jose. The Marketing Operations Cross-Company Alliance (MOCCA) is a community for sharing practical experience between Marketing Operations professionals in technology companies.
I was just looking at a receipt in an email update from B&H Photo in New York. They encouraged me to get an update of my order's status on my cell phone. So, I typed in a long order number and sent the message off to the short code 22634.
I received an SMS back with my order number and a tracking number. The order number was "live" so to speak - I clicked on it and it tried to iniative a phone call. Stupid. The order number wasn't a link to ANYTHING?!?!?!!? Not a quick link to FedEx or UPS. Simply a number. I guess when I can copy/paste on my iPhone in another few weeks, this could prove to be useful information.
In any case, "tracking number" DOES NOT EQUAL "status update." What a terrible user experience and a missed opportunity. Maybe they'll say that they are only part way through the integration into their back end systems, but really, this was lame.