Tag Archives: Mobile Monday

(P)research: The Fulcrum of Store and Mobile Analytics

Consumers are conducting pre-research on mobile devices before they go, and in stores

Raise your hand if you’ve ever accessed a company’s website with your mobile phone before actually considering a purchase at a store location. Now, raise your other hand if you’ve ever used your mobile device while actually in a store to investigate products or inventory before buying anything. Okay, now put your arms down before your coworkers begin thinking something’s seriously wrong. But, don’t worry you’re not by any means alone. This, “Pre-Search,” is becoming (if it isn’t already) a very important phenomenon at the very fulcrum of store and mobile analytics. Plain and simple, consumers are using new devices … Read More

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Why Satisfaction Matters for Media and Entertainment Mobile Sites

Why Satisfaction Matters in Mobile | App store ratings vs. satisfaction scores

Satisfaction matters because it determines what consumers will do next. Satisfied customers are more likely to engage with the brand in any channel, more likely to engage with advertisers, more likely to recommend companies to family members, friends, and colleagues, and have greater loyalty–all key factors in growing a business. For the ForeSee Mobile Satisfaction Index: Media and Entertainment Edition (2013) report we put ForeSee’s predictive customer experience analytics to work and compared less satisfied visitors (with mobile satisfaction scores of 69 or less) to highly satisfied visitors (with satisfaction scores of 80 or higher) to see how much more … Read More

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Ad-ventures in Media and Entertainment Mobile Experiences

Elements of the Mobile Custoemr Experience

Are advertisements on mobile sites and apps a necessary evil? Or, are they just plain necessary? Many of the companies measured in the ForeSee Mobile Satisfaction Index Media and Entertainment Edition (2013), released last week, are beholden to the advertising world for revenue, and we hear a lot about how important it is to serve the advertiser. Of course, some services are subscription-based while others are subsidized. Regardless of the business model, these companies need to keep in mind that their greatest responsibility is to their customers. Without them–and without providing satisfying mobile experiences–there will be no need for advertisers. … Read More

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The Mobile Persona of Device Engagement

The Mobile Persona

Working around the house trying to shorten the honey-do list on the weekend is always a challenge.  But it’s much easier to accomplish when you have the right tool for the job (like a tamper for packing down 3.5 tons of gravel for my driveway – boy was I glad to cross that one off!). The same is true of the digital customer journey.  We unknowingly choose the right tool (phone, tablet, laptop) for our digital needs. For example, if each device (tablet, phone, laptop) were right in front of you, which would you choose to accomplish the following need: … Read More

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Banking on Mobile

Banking on Mobile

Like most consumers in most industries today, banking consumers are becoming more and more mobile. A March 2013 study from Juniper Research indicated that mobile banking users will exceed 1 billion (yes, that’s with a “B”), representing 15% of global mobile handset users, by 2017. And to make even more interesting, the UK research company also stated that around 19% (about 200 million) will turn to tablet use – which should be considered an entirely different experience from traditional (smartphone) mobile – for their banking transactions by 2017. This shift to mobile brings higher expectations for more convenient and easily … Read More

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Rule of Thirds

The Rule of Thirds | The ForeSee Blog

The Rule of Thirds is a concept used in photography, film, painting, and even web design that divides the frame into equal parts to help compose a better picture. How does this apply to the mobile realm? Because by March 25, 2015, we will see digital traffic divided evenly across smartphones, tablets, and web. Yes, two years from today, this balancing act of which channels customers choose to engage with companies will reach its stasis. Mobile’s contextual availability is the accelerant here. As mobile adoption and online traffic continue to increase we will begin to see the encroachment of mobile … Read More

Posted by Eric Feinberg | Tagged , | 1 Comment

Context is King – Not Content

Context is King | The ForeSee Blog

In mobile, Content is no longer king. Context is. Content is still royalty, but more the little prince or princess than the king or queen. Context reigns supreme because as mobile sites and tablet sites and apps are developed, context is hierarchically the top of the design pyramid. The equation for context is deceptively simple: Context = Location + Intent Merriam (Webster) tells us that context is “the interrelated conditions in which something exists or occurs.” Yes! In mobile especially, everything is interrelated. A mobile site or tablet site or app cannot exist without the business need it represents, and … Read More

Posted by Eric Feinberg | Tagged , | 1 Comment

Showrooming: Not as Bad as You Think

Research from ForeSee: Showrooming Isn't as bad as you think

In today’s multi-channel, multi-device world, company leaders need to consider that a customer’s store experience can affect other channels in the company and vice versa. For example, over the last few years the term “showrooming” has become a popular industry buzz word. Showrooming simply means that some customers are coming to the store to look at the merchandise in person (the “showroom”) but then shopping online (often via mobile) to get a better price through a competitor. Sound perilous?   Our research shows that showrooming isn’t necessarily a bad thing. Although almost a quarter of store purchasers measured reported using their … Read More

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All Picture, No Sound

ForeSee Blog All Picture No Sound

Playing the guessing game when it comes to customer experiences can often lead to wrong answers or misleading information. However, that doesn’t stop people from doing it. The company leaders I talk to do it every day because they continue to analyze customer experiences using behavioral data alone. Measuring behavior alone is like watching TV on MUTE -it’s all picture and no sound. You can see the action, you can see the actors moving around, lips moving and arms flailing (if the show’s really good) but you can’t understand what’s going on, what the characters’ motives are, what’s happening now … Read More

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Usability Best Practices for e-Gov Mobile Web Experiences, Part 3

EGov Mobile Best Practices 1 Tap-Sized Buttons and Links

So far I’ve talked in depth about six areas of the mobile experience and best practices on how to execute them from a usability standpoint. In this final post of the series, I’ll take a look at phone-specific interfaces that play an important role in the citizen and consumer e-Gov mobile web experience. Tap-sized Buttons and Links Since visitors are typically navigating mobile sites with their fingers, sites should not design links and other interactive elements that are too small or densely located, which risks visitors targeting the wrong link.  State.gov’s site shown here makes it difficult to target the … Read More

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