June 21 Tweetup In NYC - The Night Before Our CXP Forum

Jonathan Browne

Jon-Browne [Posted by Jonathan Browne]

One of the great crimes of Twitter is the way Twitter users put "TW" at the start of perfectly good words and think it's cool, or ironic, or some combination of the two ...

My colleague: We're having a Tweetup before the Customer Experience Forum in NYC.

Me: Really? I thought that was frowned upon in New York. Haven't you seen The French Connection?

My colleague: Eh? Don't be so obtuse. I said "Tweet Up". It's like "Meet Up" for people who use Twitter and created an entire lingo of words with "TW" at the start, like "Tweeple" for "People" and that sort of thing.

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Climbing Out of Our Technology Silos - Good Acquires Intercasting

Julie Ask

Good Technology acquired Intercasting today. In the press release they state the goal of integrated messaging. I think they picked up great talent, too. Shawn has been one of the real thought leaders in mobile and especially around mobile social networking. Handset manufacturers have been trying - and mostly without success so far - to catch up with his vision of what social networking should be on phones.

Separately, I like the vision around messaging. Saw Palm's Pre implementation of integrated messaging yesterday - good stuff. Finally, as consumers we don't need to think about what silo'ed messaging application we want to use. Apple demo'ed similar technology to be released with 3.0 - it doesn't go as far as the Pre, but finally I can stop explaining SMS and MMS to my parents.

I look forward to seeing what they do with the technology.

The Mobile Internet Creates New Opportunities For Direct-To-Consumer Strategies

Thomas Husson

Thomas Husson [Posted by Thomas Husson]

The success of Apple's iPhone has acted as a marketing catalyst and showcased the potential of the mobile platform.

Leading brands such as l'Oréal, Audi, Kraft, Bank of America and many others have embraced the trend and launched iPhone applications to engage with a high-profile audience, appear innovative or benefit from richer mobile media capabilities.

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Utilizing NFC - The Implementation Matters As Much If Not More Than The Technology

Julie Ask

First, I do not attempt to "break" each new implementation of a technology. It simply happens because the implementation has not been thought through. Companies rolling out new services on mobile phones need to think through the user experience. With payments this is even more important. If customers don't feel comfortable with a process they've tried, they will be hesitant to trust and return.

This experience described below is not mobile, but it involves NFC, and one can easily imagine a scenario involving cell phones which could go horribly wrong.

I drove myself to SFO (San Francisco airport) last week for a one-day business trip. I pulled up to the gate at the entrance of the parking garage to collect my ticket. Suddenly, my Speedpass "beeps." I think, "What?"

I roll down my window and there stands a parking garage attendant. She confirms that I want to use this prepaid SpeedPass to pay for my parking. (Please keep in mind that the cost of parking for one day will exceed the average balance that I carry on the card that I use to cross bridges in the Bay Area about once a month.) I tell her that I do NOT want to use SpeedPass to pay - I want to use my American Express card. (Ok, SpeedPass tied to my Amex card, but I don't want to use it this way.) She asks why as she undoes the recording of the time/date on my SpeedPass. I tell her that I am traveling for business and need a receipt. Duh?  She scowls and punches a bunch of buttons on the machine so that it spits out a ticket for me.

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Nokia ' s Ovi Store - Good News for Consumers

Julie Ask

Nokia announced this morning that their new Ovi store is "open for business" and that AT&T here in the States will join the growing list of carriers supporting Ovi. This is good news for consumers. Apple has done a wonderful job of educating American consumers about all the things a high end cell phone can do. They've shown us games, fun stuff, FedEx tracking, news, sports, - the list is long. They've grown our appetite for high end devices that can do just about anything.

The N97 will come into the market this summer on the heals of the Palm Pre and maybe a new iPhone (if the rumors are true). No word yet on the pricing though we haven't seen US carriers subsidize the Nseries devices from Nokia to the extent that they have for Apple, Blackberry, Samsung, HTC, etc.

The Nokia phones have high quality cameras and mapping solutions that are excellent. There is a lot of cool content and services available through Ovi. Consumers will appreciate what they offer if they get the chance to get ahold of these devices at prices the market will support.

Here's the release:

Ovi Store Opens for Business

 

AT&T joins growing list of operators supporting new content service

 

May 26

 

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Landline Disconnects - It's Not Just Young Adults

Julie Ask

We recently got our data back from our annual Benchmark survey of more than 60,000 adults in the US. The percentage who are disconnecting their home phone lines has grown tremendously. My hypothesis on most of these disconnects is that they are college students, kids just out of college sharing apartments, etc.

When my mother told me that she and her husband just disconnected, I was shocked. They have simply given up on the local fixed line company. They split their time between Ohio and Florida. The BSP's are different in each location. The BSP's (in Florida who "get this") allowing them to turn services on for six months of the year and then off again still have their business. Those which are inflexible don't. They have no home phone.

Mobile Boarding Passes - My First Attempt in December 2008

Julie Ask

My first attempt at using a mobile boarding pass was back in December 2008 with Continental Airlines. I was flying from Cleveland, OH to San Francisco, CA. I used a PC to log in and opted to use a mobile boarding pass rather than print a boarding pass. I used a URL sent to my Gmail account to open up a web page with the boarding pass on my iPhone.

The boarding pass was easy to get on the cell phone, but hard to use in the airport because the right technology, processes and ground crew education were not in place. A mobile strategy can't stop with the design of the mobile component only - there must also be consideration and design of the processes and education for the folks interacting with the cell phone technology in the physical location.

Here is an account of what happened at the airport:

I walked up to the counter to check first if the mobile boarding pass would work. I didn't have confidence. The agent looked at me and in the most polite, kind manner said, "Honey, you need a printed boarding pass to get on that plane." I smiled as she printed out a boarding pass for me, and I thanked her for her help.

I proceeded to the security line. My phone is timed to turn off every 60 seconds. Each time I it turns off, I need to enter a security code for it to turn on. So, as I moved through the security line juggling my bags, laptop, etc., I kept tapping my phone to keep the screen lit.

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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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