Have phablets ushered in a new era of mobile CRM?

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Phablets recorded their highest volume of sales in the last quarter of 2014 according to a GFK study and it has caused the CRM software industry to sit up and take notice.

These smartphones with a screen more than 5.5” in size now account for 12.8% of total device sales. It is a percentage that has been fuelled by drops in cost as average prices fall. For instance, in Europe prices decreased from $820 in Q4 2012 to $761 in Q4 2014.

All of which contribute to conditions that are...

Why personalising the customer experience is key to winning the retail battle

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According to Gartner, 89% of marketing leaders expect customer experience will be the primary basis for competitive differentiation by 2017. Customer experience is fast becoming the key battleground where retailers vie for our attention and wallets.

With instant access to pricing and product information, shoppers can switch between retailers in a heartbeat. Today’s consumer is more discerning than ever before, with higher expectations than ever before. As a result, retailers...

By Graeme Collins, 27 February 2015, 1 comment. Categories: Commerce, CRM, Customer Experience, E-Commerce, M-Commerce, Personalised Marketing.

Rise in brand app spend shows market potential if engagement improved

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Earlier this week it was revealed that brand apps are falling short when it comes to consumer engagement. Now it has emerged that the total spend by British consumers on brand apps has hit £4.04 billion a year – up 24%.

Such a strong rise in spend suggests that if brands worked harder on engagement of their apps to deliver more compelling, must have apps, the results could be...

By Liz Morrell, 25 February 2015, 0 comments. Categories: Commerce, M-Commerce, Mobile Marketing.

Brand apps are falling short on consumer engagement

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Marketers may have to consider an alternative approach when engaging with consumers through mobile as brand apps are not having the desired effect.

Consumers are showing their dissatisfaction with branded apps in a number of ways, according to TNS research collated from 1,612 UK smartphone users on behalf of digital marketing consultancy Ampersand Mobile.

Significantly, 71% admitted that branded apps do not engage and are only created to market and push content and 84% showed...

By Simon Holland, 24 February 2015, 0 comments. Categories: Commerce, M-Commerce, Mobile Marketing.

Retailers must address website performance now

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Retailers can lose their customers in less than three seconds, according to new research from internet performance experts Dyn.

In a survey of more than 1,400 consumers across 11 countries the tolerance – or not – of customers was revealed, showing that more than two thirds of customers felt they were being let down by their experiences when shopping online.

The study showed that only 37% of those surveyed felt that they got the best service and overall experience...

By Liz Morrell, 16 February 2015, 0 comments. Categories: Commerce, E-Commerce, M-Commerce.

Apple pips Android to the post in mobile advertising

Android may capture nearly two thirds (63%) of mobile ad traffic, but it is Apple that remains the biggest revenue generator.

The conclusion is drawn from The State of Mobile Advertising Report from Opera Mediaworks which examined trends and insights from its mobile ad platform for the last quarter of 2014.

It showed that Apple’s dominance in markets such as the US, Germany and the UK, where high value rich media and video advertising campaigns are more common, meant that monetisation levels were...

By Liz Morrell, 06 February 2015, 0 comments. Categories: Commerce, M-Commerce, Mobile Marketing, Social Media Marketing.

Amazon and Argos top the UK retail app chart

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Amazon and Argos top the charts when it comes to retail apps in the UK, according to new research. The duo led the UK app download chart for large retailers in the UK in the last quarter of 2014 thanks largely to their ability to provide an easier shopping experience with one-click purchasing and reservation services.

The conclusions form part of the Top Retailers & The App Economy in the UK report from App Annie and Kantar Retail. It says that mobile apps are crucial if a...

By Liz Morrell, 04 February 2015, 0 comments. Categories: Commerce, M-Commerce, Mobile Marketing.

Retailers struggling to come to terms with unified commerce

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Retailers have long struggled with disparate, legacy systems that have hampered their ability to integrate true omni-channel strategies.

Yet despite the recognition that a unified commerce platform can pay dividends, little more than half of retailers (53%) expect to implement a unified commerce platform in the next few years. However over the next ten years 86% of retailers plan to implement a unified commerce platform.

The conclusions have been drawn from a survey of nearly...

By Liz Morrell, 02 February 2015, 0 comments. Categories: Commerce, CRM, Customer Experience, E-Commerce, M-Commerce, S-Commerce.

Google beats Apple to the crunch with mobile payments launch

When it was revealed a few weeks ago that Apple Pay was on the way to the UK, the market got excited - its rival Google Wallet  after all had not yet made it to UK shores despite launching in the US four years ago.

Yet all that has changed with Google’s revelation that users in the UK can now send money in Gmail – whether recipients – likely to be friends or family – have a Gmail account or not.

The facility allows users to hover over the attachment paperclip and click the £...

By Liz Morrell, 29 January 2015, 0 comments. Categories: Commerce, M-Commerce, Mobile Marketing.

Omni-channel marketing: Where does mobile fit in?

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Omni-channel marketing is the practice of ensuring that the customer experience remains exactly the same whenever and wherever consumers come into contact with a brand, whether on mobile, online, in-store or while looking at a billboard. It aims to ensure a seamless, integrated customer brand experience regardless of channel.

In 2015 mobile will continue to be the fastest growing digital advertising format. In fact, research firm eMarketer last year estimated that spending on...