Mobile Boarding Passes - Second Attempt in May 2009

Julie Ask

First, there are several people using the mobile boarding pass - all carrying around thick, smartphone-esque devices with large color screens. Walked up to the TSA agent checking ID's. She had a machine. I just waved my cell phone in front of the scanner, and my information popped up on a single, monochrome text line. She cross-referenced with my ID, and I was on my way. Easy.

Mobile Coupons - Advertised on TV, Seriously

Julie Ask

I was watching TV with my grandmother in Colo, IA (population is under 1000 people) last weekend when a locally made TV commercial came on TV advertising mobile coupons at the local grocer - Dahl's.  The channel was either ESPN or one of the local networks - I don't remember, but my grandmother only watches the news, sports, Jeopardy and Wheel of Fortune so we weren't too far down the cable long tail.  Most of you probably have Tivo (or DVR) and speed past these locally made commercials - or all commercials. The commercial was reminiscent of one from local car dealers.

Anyway, I couldn't believe that they were advertising coupons on cell phones. I went to their web site, and there was a promotion to join Dahl's Mobile Club. I clicked on the link and was taken to a local radio/TV station web site that read more like a news site sponsored by Dahl's. A banner ad on that page took me to a page where I could enter my phone number and carrier. They advised me that I would receive about one text message per week with a special offer.

The coupons are being powered by Vesta Mobile Solutions.  They are based in Baltimore, MD so Dahl's 12 locations in central Iowa are a bit far from home. I'm definitely curious to hear how mobile coupons are going for Dahl's. With the adoption rate so low overall, one doesn't typically imagine much uptake - if Dahl's has numbers anywhere near the national average, their real numbers would be small. However, they are advertising on TV - first I've seen so hopefully this is driving higher adoption levels for them. That is a higher level of commitment than we see from most implementing mobile coupons -

Looking Ahead To Forrester's First Ever Forum For Customer Experience Professionals

Ronald Rogowski

Ron-Rogowski [Posted by Ron Rogowski]

 

Forrester’s first ever Customer Experience Forum kicks-off exactly one month from today, on June 22. The theme for the forum this year is “The Customer Experience Journey: Keeping Momentum In A Downturn.” I’m thrilled to be part of this wonderful event that will include executive speakers from big-name companies such as USAA, Virgin America, Symantec, Vanguard, New York Times and more.

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New Workshop - Top Ten Web Design Fixes To Improve Business Results

Jonathan Browne

Jon-Browne [Posted by Jonathan Browne]

If you've read any of Forrester's reports on the state of Web site experiences, you will know that we see a lot of flawed Web sites. (And you probably have personal experience of sub-par Web sites that confirms that assertion).

We've been teaching our 25-criteria methodology for ten years (we've updated it six times during that period) to cliients who want a method for identifying problems in value, navigation, presentation and trust on their sites. But during this recession, clients told us they wanted something even more focused - shorter, quicker, cheaper, easier to do.

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Eloqua Removes Start Up Barriers In Race To Capture Customers

Laura Ramos

Laura Ramos [Posted by Laura Ramos]

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The Golden Rule of SMS Marketing

Nate Elliott

Nate Elliott[Posted by Nate Elliott]

Here at Forrester we continue to see a lot of industry excitement around mobile marketing. In a recent survey more than 60% of mobile marketers told us they'd continue to increase their spending on the channel despite the bad economy. And according to our latest ad forecast, mobile marketing spending in the US will more than quintuple over the next five years.

There's just one problem: SMS is the only mass-reach mobile marketing channel, and no one -- not marketers, and certainly not users -- seems to like it much.

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Welcome to the Forrester Blog for Customer Experience Professionals

Jonathan Browne

Jon-Browne [Posted by Jonathan Browne]

Are you sitting comfortably? Then I'll begin...

Welcome to Forrester's newest blog - My colleagues and I will use this space to share our thoughts and engage in dialogue with you about customer experience. We want you to participate by posting comments, challenging our ideas and sharing your opinions.

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Digital Marketing Gets A Boost In 2009 B2B Budgets

Laura Ramos

Laura Ramos [Posted by Laura Ramos]

While I was hanging out at the Forrester Marketing Forum last week, I missed a milestone. The report I mentioned in my blog about the impact the economy is having on B2B budgets popped out of the editing queue and made it onto the Web site.

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B2B Marketing Mix: Will Online, Social Tactics Lead?

Laura Ramos

Laura Ramos [Posted by Laura Ramos]

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Search Marketing Automation Will Compete With Agencies

Shar VanBoskirk

Sharvanboskirk [Posted by Shar VanBoskirk]

In Q1 I met with an SEO automation vendor called Altruik.  Under development since 2006, Altruik launched in January and provides a technology solution to help dynamic (and static) sites get top search engine rankings.

Before Altruik, I'd had a spate of updates from search marketing automation tools (Marin Software, Kenshoo, Omniture Search Center, Coremetrics), but all focused on the paid search side.  Altruik was the first enterprise-level technology I had met dedicated to SEO.

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