Expect Faster Adoption Of Apple Pay In The UK

Thomas Husson

At the beginning of the year, Forrester made the call that the future of mobile wallets lies beyond payments. By adding marketing value beyond payments — such as integration of loyalty rewards, coupons and many other services, wallets will become marketing platforms complementing merchants' own integrated apps.

Consumers want a better shopping experience, not better payment systems. By adding support for rewards programs (from the likes of Walgreens or Kohl’s) and store-issued credit and debit cards, Apple will make this fall a first step in building a more integrated mobile wallet. The rebranding of Passbook to Wallet represents an explicit push by Apple toward a more comprehensive, consumer-friendly solution.

Less than a year after launching in the US, consumer adoption of Apple Pay is modest but encouraging, all the more Apple Pay has quickly become a trusted solution.

I believe adoption in the UK will be faster than in the US for a number of different reasons:

  • The NFC and contactless ecosystem is much more mature in the UK.
  • There is no consortium of retailers like MCX with ConcurC led by Walmart willing to launch a competing offering. That said, Zapp is likely to be main competing service when it launches in October with the backing of Sainsbury’s, Asda, House of Fraser, Thomas Cook, HSBC, First Direct, Nationwide, and Santander. Barclays, the one major UK bank not backing Apple Pay, just announced today they will also support Zapp at launch.
  • The inclusion of Transport for London as a partner is a way to raise awareness and accelerate daily usage.
  • Apple will benefit from a larger installed base of compatible devices (iPhone 6 and 6+) and from the awareness created by the media buzz from the US launch.
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Three Ways To Improve Federal Digital CX On A Shoestring Budget

Rick Parrish

Have you read the results of the Government Business Council’s new “Digital Disconnect” survey?

The results are fascinating, and I could go on for quite some time about them (just ask my dogs, who have been listening to me rant about the survey all morning). However, at the moment, I will focus on the result of just one question.

That question is: “Which of these pose a significant challenge to your agency’s ability to digitally optimize its public services?” The top selection was “budget constraints.” About 64% of respondents said budget is a challenge to improving digital public services.

No way am I going to say that budget isn’t a problem. It’s a huge problem. That’s why Congress needs to fund the digital services groups and other digital customer experience (CX) initiatives that the administration advocates. But too often I hear budget used as an excuse for not doing anything, despite the reality that feds can make real digital CX gains on a shoestring budget and that good digital CX is often actually cheaper than bad CX.

A few weeks ago, I blogged about how feds can use CX guerrilla tactics to make gains without budget, personnel, or authority. Back in April, I wrote about overcoming the top five excuses for not improving federal CX, and budget was among them.

Today, I’d like to mention a few more ways that federal agencies can improve their digital CX on the cheap. Here they are:

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When Was The Tipping Point For CX? It Looks Like It Started "Tipping" In 2010!

Harley Manning

Last week, I stumbled across "The Behavioral Economics Guide, 2015" (which you can find here).

I’m kind of a Daniel Kahneman/Dan Ariely junkie so I immediately started scrolling through it looking for articles of interest. And there, on page 8 . . . big score! A graphic that plots the relative Google search frequency of the term “customer satisfaction” against the search frequency of the term “customer experience.”

Here’s why this chart floats my boat: For two years — from 2008 to 2010 — we see the terms coexisting as if people couldn’t quite make up their minds as to whether they were really different or not. Then in 2010 — pow! “Customer experience” starts shooting up like a rocket, while “customer satisfaction” takes a deep dive.

(Coincidentally, in 2011, the attendance at Forrester’s CXNYC shot up to more than 1,300 people on-site, from just more than 800 people on-site in 2010. That led us to add a CX Forum West — now CX San Francisco — and CX Europe starting in 2012.)

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Pitting Big Data Versus NPS Isn’t The Way To Success In CX Measurement

Maxie Schmidt-Subramanian

You might have seen a recent blog by Tony Cosentino on how “Big Data Analytics Will Displace Net Promoter Score (NPS) for Measuring Customer Experience” because “NPS is prone to error, lacks a causal link with financial metrics, and lacks actionable data.” And while Mr. Cosentino’s blog highlights a critical issue in CX measurement, it only tells part of the story.

The problem in most CX measurement programs — whether that company uses NPS or not! — is that CX pros rely too much on surveys. That’s because of a number of factors:

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Digital Storefronts Give Way To In-Store Experiences

Adam Silverman

Last year I wrote a blog post covering the deployment of digital storefronts, highlighting the challenges that these deployments have in driving customer engagement and commerce. In fact, my observations during the holiday season of 2013 led me to the insight that digital storefronts do not add a tremendous amount of value to shoppers.

Fast forward to early 2015 and a new evolution of digital store technology has emerged from eBay Enterprise. This new deployment feels less like a digital storefront and more like a well-integrated set of technologies that helps both customers and associates. Within the Rebecca Minkoff store in Soho where this technology is deployed, eBay Enterprise modified its digital storefront solution by:

  • Moving the technology inside the store. The eBay Enterprise giant 'connected wall' is deployed near the entrance of Rebecca Minkoff’s flagship store, poised to engage customers with interactive product imagery and information while they shop. The key here is that the 2015 technology serves to augment the store experience by adding value within the context of the customer’s shopping journey, while its 2013 cousin attempted to overhaul the store experience entirely. It’s worth noting that the display is visible from outside the store as well, moonlighting as a marketing tool to draw in curious passersby.
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Calling All CX Pros! Participate In Forrester's State Of CX Research Survey (And Receive A Copy Of The Results)

Tony Costa
Forrester's CX team is running a study on the state of customer experience in companies and would love your help. You just have to take our short (15-minute) survey. The purpose of the survey is to gain insight into:
  • How companies staff and manage their customer experience efforts.
  • Their attitudes and behaviors in relation to customer experience innovation.
  • Their attitudes and efforts related to customer experience strategy/vision.
  • Their spending priorities in 2015.

Click here to take the survey.

Responses are kept strictly confidential, and Forrester will only ever report the results of this survey in aggregate. Click here to view our privacy policy.
 
As a thank you for helping with the research, anyone who completes the survey will get a copy of our report when it comes out in late Q3 2015. The state of CX survey will be open through July 21.
 
We value your time and insight, and thank you in advance for your participation!
 

How to make your company the most awesome place to work. #EVAR!!!

Martin Gill

We are constantly told that millennials are breaking the workplace rules. They refuse to work 9 to 5. They demand iPhones. They can’t work unless there’s a fridge full of beer and a pool table in the office. And with a growing war for digital talent, many digital leaders are setting their sights firmly on attracting the digital generation to their firms.

But a recent IBM study suggests an even more interesting conclusion. While the study largely agrees with every other conclusion on the desires of the millennial workforce, it also strongly pointed out that it’s not just “youngsters” that want autonomy, flexibility, empowerment, an awesome work environment that ignites their creativity and the feeling that what they do makes a difference.

It's everybody.

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Don’t Buy Into “Buy Buttons” Just Yet

Sucharita  Mulpuru

The hottest topic in eCommerce these days seems to be “buy buttons.” The energy though appears premature. Pinterest announced its buyable pins with a press conference and sentimental Hallmark-like videos though the buyable pins are actually hard to find. Facebook, the king of all social networks, announced a buy button more than a year ago but it’s been relatively mum on the details (and they appear to only have one formal eCommerce partner). Media reports and blog posts of Instagram, Twitter, and Google doing the same seem to further excite merchants and vendors alike - but nothing seems to have launched.  

The uninitiated may ask, “What are buy buttons?” They are essentially the ability to complete a transaction on one of these sites. The merchant of record is still usually the seller of the item. This makes all of these players marketplaces. One other salient point, in the cases of Pinterest and Google, is that their buy buttons will only be available on mobile devices upon launch. We’d also be remiss not to mention that the idea of impulse-driven purchases through an app aren’t new: Fancy and others have been trying this for years with questionable success. One executive at a large merchant I recently talked to appropriately summed it up: “This seems like F-Commerce v.2.”    

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Insights From The Digital Gold Mine

Clement Teo

Most CMOs today have to close gaps in data collection within and across marketing units, integrate the data to transform it into actionable insights, and foster a closer working relationship among these units to achieve the overarching business goals. Building a command center may be a distant priority.

However,  I have argued that digital command centers are intelligent nerve centers that let brands quickly track digital moments and respond appropriately to manage their reputation, retarget display ads, drive new sales opportunities, and provide customer support. In effect, it’s a marketing organization’s digital gold mine. On a broader scale, this marketing capability will importantly feed into an entire firm’s system of insights.

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The Data Digest: Emotion Is The Hidden Driver For Consumer Choice

Anjali Lai

Here in the US, we’re gearing up to celebrate July 4, the day that everyone knows signifies America’s independence. But most people don’t know that the 1776 congress didn’t actually declare American independence on July 4. This date didn’t mark the start or end of the American Revolution. America’s Declaration of Independence wasn't even written, signed, or delivered to Great Britain on July 4.

We celebrate July 4 in the name of tradition — and we defer to assumptions rather than unearthing the true story. But when we dive a level deeper and look beyond the surface, we gain new depths of insight. When it comes to understanding customers, it’s time to take a deeper look.

The role of emotion is one of these “unknowns” in consumer behavior: An incisive view into consumer behavior reveals that emotion is more powerful than commonly thought. More than a mood, emotion is a key driver of customer decisions, actions, and perceived experiences —and pervades each stage of the purchase life cycle. For example, Forrester’s Consumer Technographics® data shows that Etsy inspires extremely positive consumer sentiment before, during, and after making a purchase: 

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