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Tag Archives: Mobile Monday
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 … Continue reading
It’s Good! The Mobile Track at the ForeSee Summit
This is always an exciting time of year. We are again hosting hundreds of our clients in lovely springtime Ann Arbor for the ForeSee Summit. Our clients will take over the best darn college town in the world for a couple days of incredible content and amazing events. Yes, I might even attempt to kick another field goal at The Big House, the University of Michigan football stadium. Amidst the hullaballoo of the extracurricular activities, we are featuring some incredible mobile content. Since our mobile measurement delivers admirably on all three strategic, operational, and tactical fronts for our clients, we … Continue reading
News and Entertainment Mobile Sites and Apps Outperform Websites
With the release of ForeSee’s annual CME Benchmark last week, we learned that news and entertainment mobile sites and apps outperform the industry’s traditional (both ad-driven and subscription-based) websites with an average satisfaction of 73 compared to 66 (news sites) and 67 (entertainment sites). With a wide range of customer satisfaction scores from a low of 58 to a high of 85, some companies understand that customers want and expect their mobile experiences to be as seamless and convenient as they are on the desktop and, in turn, are delivering, while others are not. The important thing for all of … Continue reading
Southwest Plays on an Uneven Field: Why Their Mobile Customer Satisfaction is Higher, and Why It’s Not Fair
According to ForeSee’s recent study on customer satisfaction with mobile travel sites and apps, customer satisfaction with Southwest’s mobile experience is a full five points higher than the next rated airline: 82 vs. 77 on our 100-point scale. But Southwest’s policies give them a clear advantage because their experiences lack the need for sophistication. When I first saw results of our Mobile Satisfaction Study – Travel Edition, I was surprised Southwest did so well. Don’t get me wrong, I really, really like Southwest. And when our partner, the American Customer Satisfaction Index rates Southwest overall, they are consistently one of the … Continue reading
The Chicken or The Egg: Do Hotel Mobile Sites Cater to the Last-Minute Booker, or do They Create Them?
When hotels create mobile experiences, they make two critical assumptions about the customer: 1.) they are on the go; and 2.) they are booking on mobile and looking on desktop. But what if the hotels are wrong? What if customers are accessing mobile sites at home? To look, not book? And what if by providing a less satisfying experience in mobile, hotels were jeopardizing future bookings? Take a look at small sample of mobile hotel experiences and it is clear they are geared toward the customer who is booking last minute, likely for tonight. Hotels.com displays deals in my area … Continue reading
Rule of Thirds
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 … Continue reading
Context is King – Not Content
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 … Continue reading
Showrooming: Not 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 … Continue reading
Posted by Eric Head
Tagged ForeSee Solutions, Mobile, Mobile Monday, Multichannel, Original Research, showrooming
2 Comments
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 … Continue reading
Usability Best Practices for e-Gov Mobile Web Experiences, Part 3
A note from the ForeSee Blog: click here to register for our E-Government Transparency and ACSI E-Government Q4 2012 Satisfaction Results webinar on Tuesday, February 19 at 2:00 pm ET. 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 … Continue reading
