Tag Archives: mobile

Why Your Business Needs a Mobile Commerce Strategy Now

Remember when people debated whether e-commerce was for real? When the media scoffed at the idea of being able to “just point and click for great deals?”

Today, e-commerce is a massive industry. In the U.S. alone, online spending reached nearly $130 billion in 2009. Like e-commerce before it, mobile commerce is on the cusp of becoming a multi-billion dollar industry, and it’s time for merchants to take notice and seize the opportunity.


M-commerce by the Numbers


 

 

 

 

At PayPal, when we look at our merchants’ numbers, we’re seeing the impact of mobile commerce jump:

  • Our mobile transactions show dramatic growth, increasing nearly six-fold, from $25 million in 2008 to $141 million in 2009.
  • We expect to close out 2010 with over $500 million in mobile payment volume, and more than 5 million members regularly using PayPal from mobile devices.

But we’re just a slice of the overall m-commerce pie:

From point of sale offerings, to mobile shopping apps and enhanced mobile web experiences, it seems like companies both big and small are trying to capitalize on what mobile commerce promises consumers.

Though much attention has been paid to how consumers are adopting a mobile shopping experience, little consideration has been paid to how merchants can get in the game. In my years helping merchants of every size enable sales on the “third screen” (with televisions and computers as the first and second screens), a few things have held true in most of the successes I’ve seen.


Mobile Browsing vs. Mobile Shopping


The numbers speak for themselves, so it’s fair to say that consumers are rapidly adopting mobile shopping as a way to buy physical and digital goods. This rapid adoption rate means customers are starting to expect that their favorite retailers will have a mobile presence, making mobile commerce both an opportunity and an imperative for merchants.

Realizing measurable gains from engaging with these tech savvy shoppers means understanding what motivates them to complete a mobile purchase. Consider the difference between “mobile browsing” and “mobile shopping.” Applications and websites that allow customers to view the latest fashions are great for brand awareness, and maybe even getting them in the physical store, but without a mobile-specific checkout experience, they don’t yield actual sales. I call that mobile browsing because making the purchase is secondary to just looking at the item for a price tag.

Mobile shopping on the other hand, offers consumers the chance to buy something in a checkout experience catered to a mobile device and perhaps most importantly, reduces the amount of clicks it takes to finalize the purchase. This is particularly important in the context of mobile web browsers, where cutting back on content and minimizing the number of clicks is vital to keeping shoppers engaged.

I spend a lot of time on my phone checking out how retailers are taking their online stores mobile. I’ll log onto a retailer’s mobile website which allows me to look at all the merchandise I want. Content loads quickly and after a pleasant and easy browsing experience, I decide to go ahead and make the purchase.

As is all too common with mobile shopping, I’m taken to a third-party checkout site that is not catered to a mobile browser. Instead of making a couple of clicks, I find myself scrolling, re-entering sensitive information, resizing the screen, ultimately getting frustrated and abandoning the purchase.

 

 

 

As a retailer, it’s critical that your mobile customer has the same level of convenience that they would have if they were shopping on their laptop with a checkout experience that’s designed for the device.

A number of retailers have successfully brought easy shopping experiences to mobile platforms. Buy.com, for example, has tailored their mobile website for intuitive shopping and quick checkout. While developing a mobile shopping experience is more art than science, layouts with large buttons, minimal text, little scrolling and a fast checkout have proven key to conversion.


The Mobile Web vs. Native Apps


Much has been made of whether the future lies in mobile applications or the mobile web. Both apps and browsers offer compelling characteristics that, in the context of mobile commerce, can draw in shoppers.

Mobile apps are like your neighborhood produce store. You walk inside the doors looking for specific items. They also typically let users tap into their phone’s full potential. For example, a native app might integrate with a phone’s camera, voice recorder, contacts or other features. And for shoppers looking for a richer, more advanced interface, applications typically win out over the mobile web because they are designed specifically for that handset’s hardware and operating system.

Overall, native apps offer a tailored shopping experience that’s well delivered but limited.

The mobile web on the other hand is a like a huge shopping mall with seemingly limitless stores and tons of options all under one giant roof. It’s not as constricted or fragmented as shopping on disparate mobile apps but the experience isn’t as tailored as the specialty store.

Unlike device-specific native apps though, the mobile web has enormous flexibility and, usually, much larger reach. Customers don’t need to download robust programs from app stores to their handset in order to begin shopping. Instead, all they have to do is type in a web address in their mobile browser to start spending their digital dollars. Much of the time mobile sites serve as stripped-down versions of regular websites and serve a utilitarian purpose: selling goods and services.

The mobile web offers what native apps lack and vice versa. And just as in the real world, there’s room for both. As long as there is an easy way for consumers to shop from their mobile devices, both apps and browsers serve a purpose for retailers.


Get Ready: The Holidays are Coming


With the biggest shopping season of the year just weeks away, now is the time for retailers to look to the mobile channel to boost sales and meet their customers where they want to be met.

Last year, PayPal saw mobile payments on Black Friday rise about 650% compared to 2008. This year, the holiday season will be a pivotal time for retailers to capitalize on the mobile opportunity as the market really becomes mainstream.

Right now, merchants from small businesses all the way to the largest companies in the world are finalizing their strategies for the holidays. They’re thinking about how many MP3 players to keep in stock and how to get feet in the door, and which demographics they should be targeting once the doors fly open on Black Friday. But maybe this year, the smart merchants will think back to the 1990s –- to the birth of e-commerce — and decide to act on the opportunity that mobile commerce opens up, and to change the relationship with their customers once again. E-commerce drove sales, but also more importantly it changed merchants’ relationship with their customers. And mobile commerce has the potential to do it all over again.

 

Google and Apple prepare for mobile advertising battle | Media | The Guardian

Steve Jobs

In early June, Steve Jobs demonstrated iAds in front of Apple developers in San Francisco. Photograph: David Paul Morris/Getty Images

British mobile users will soon find themselves embroiled in the epic confrontation taking shape between Apple and Google. iAds, Apple’s bid to run advertisements inside apps, is expected to make its UK debut in September. Separately, Google has adopted what its chief executive, Eric Schmidt, calls a “mobile first” approach, prioritising investment in a medium that has become “fundamental to everything we do”.

With the iPhone moving into mass market territory and the iPad selling 200,000 units a week, Apple’s decision to start selling mobile advertising seems likely to concentrate a few media minds.

In early June, Steve Jobs demonstrated iAds in front of Apple developers in San Francisco. The ad he showed off was a work-in-progress by Nissan. The demo, which included a 15-second video, an interactive application and a form to sign up for a competition, didn’t quite live up to Jobs’s aim of “trying to combine the emotion of video with the interactivity of the web”. But it was slick. In the future, Jobs promised, iAds would bring in the revenue that would allow developers to continue producing “free and low-cost apps to delight users”.

There are early signs that mobile advertising, like everything else touched by Cupertino’s genius, will turn to gold. During the eight weeks leading up to the presentation in San Francisco, Apple sold $60m-worth of iAds to the likes of Unilever and Disney. This compares with the $250m mobile online display revenue generated across the whole of 2009 in the US.

For media owners, there are two major problems with Apple’s ad model, which the analyst Toni Sacconaghi of Bernstein Research suggested in a recent report has the potential to become an $800m-a-year business within the next year.

First, Apple’s approach threatens to reduce media owners to the status of “developers” alongside tens of thousands of competitors. The second problem is that Apple’s business model, like Google’s, reduces media owners’ involvement in advertising markets to a minimum.

Mobile giants

Apple and Google already own the world’s two largest mobile ad networks. Both are already selling ads directly to advertisers. Advertisers, for their part, aren’t paying to reach mobile users attracted by a specific media company. Instead, in the case of iAds, they pay Apple to reach broad swaths of iPhone and iPad users who share common demographic characteristics.

In order to stitch together these communities of users, Apple has been analysing the purchasing history of its 150 million iTunes account holders worldwide who also use iPhones and iPads. Its own hardware produces a separate stream of data about what users do, and where and how they do it. Notably, the privacy policy associated with the iPhone 4 allows Apple, for the first time, to collect anonymised real-time location data on its users.

How much of this data will Apple share with advertisers and publishers? “We talk to Apple a lot,” says one publisher. “But we haven’t had that conversation yet.” The ad industry seems similarly uncertain. Michael Collins, the chief executive of Joule, a WPP-owned mobile agency, recently told Business Week that data sharing is “the question that many of us in the industry are very curious about“.

Google, too, is forging ahead, but in a different way. On the mobile web, it continues to emphasise lead generation rather than branding. Ian Carrington, director of mobile ad sales for Google Europe, Middle East and Africa, sketches out a scenario in which a mobile user is reading a book review on a handset in a cafe. “The accompanying ad will understand its context,” he says. “It will know what book is being discussed in that review. He adds: “You’ve also got GPS in most smartphones now, so your handset can tell you that this book is £5.99 in a shop 100 yards away, and £4.99 in a shop a mile away.”

Google, Carrington says, already knows how to do “the contextual part” of a scenario like this. “We’re still working on the location-based bit,” he adds. Yet the bottom line is that Google’s results-based approach will probably yield small revenues on the mobile web, just as it did on the desktop web.

Despite different approaches to advertising, one thing unites Apple and Google. Both companies want to hold on to a relatively large proportion of the ad revenue they generate. Apple, for example, proposes to pass on to developers 60% of the revenue generated by iAds. Google continues to suggest it passes on to publishers “at least 50%” of the revenue generated by ads it runs next to publishers’ content. These levels of commission will look high to anyone who recalls the 15% commission that used to go to media agencies for bringing in advertising for publishers.

There’s a further reason for publishers to be wary about the mobile web. As it turns out, Apple and Google plan to take a large slice of what, by anyone’s standards, is a very small pie. Last year, the latest in a series of years dubbed the “year of mobile advertising” by industry boosters, advertisers spent a mere £35m trying to reach British mobile users, according to Enders Analysis. That’s 1% of what advertisers spent on all digital advertising and, as Benedict Evans, a consultant at Enders Analysis, points out, less than the £50m he estimates Britons shelled out last year to have pornographic images texted to their handsets.

In the words of one publisher, the cumulative effect of these challenges is a “cautious” and “risk-averse” approach to publishing on tablets and handsets.

Others take a more positive view: Matt Kelly, digital content director at Trinity Mirror‘s national papers, says Apple has the upper hand “because they’re first into the market, they’ve done all of the development, all of the creative hard work”. “They’re reaping that reward,” he adds. “At the moment, content producers are at the mercy of great technology innovators. But it won’t stay that way forever. We may see a swing towards publishing content on Android if Google’s business terms become more attractive.”

Not a bad deal

Kelly is also wary of the argument that Apple and Google are skimming off too much mobile ad revenue. “The overheads at Trinity Mirror’s newspapers are 75% of revenue – for paper, ink, transport and so on. If someone comes along and says, we’ll replicate the revenues, but the bulk of your costs will be 40%, it’s not automatically a bad deal.”

Kelly remains confident about the value of content: “Technology will become commoditised and homogeneous, more open for third parties to come in and innovate and copy. The profits for platforms will decline and the profits associated with content will increase.”

Steve Pinches, lead product development manager at ft.com, says that Apple wants to use iAds to sustain a “huge long tail of apps that really have no easy way of monetising themselves”. Big media is different, argues Pinches. “We have very deep relationships with our advertisers that have been formed over years and years,” he says. “We also have an incredibly deep relationship with our readers.”

Evans also sees positives in Apple’s pricing of iAds. “They’re trying to catalyse the market,” he says. “If they’d gone out and said this is going to be cheap, advertisers would have carried on with their small experimental budgets. “But Apple has told advertisers they’re not spending $80,000 on another experimental campaign. Instead they’re each going to spend a minimum of $1m on each iAds campaign.”

Rupert Murdoch thinks the iPad “may well be the saving of the newspaper industry“. Yet Apple would like to claim the lion’s share of profits from the mobile web by charging a high price for its hardware. By contrast, Schmidt at Google foresees a future in which handsets and airtime are free, subsidised by advertising.

Both Apple and Google need what Jobs describes as “free and low cost” content that engages users and attracts advertisers. On the mobile web, the task facing media owners is to figure out how much revenue they can wring out in return.

What Google’s Nexus One Can Teach Us about E-Commerce

The Nexus One might be Google’s most extraordinary flop yet.

The phone itself was great, with excellent hardware and functionality, but the e-commerce strategy Google attempted to employ failed miserably, with their online store closing less than eight months after opening.

But as with any great success or failure, a lot can be learned by studying what they did. There’s plenty to study too, given the intense media coverage the Nexus One got from the time it was announced until after the store closed last month.

Here are some important lessons Google has offered through their own process of trial and error.

Excellent Customer Service at Launch is Vital

When the Nexus One (N1) came out, Google only offered customer support online, primarily through their user forums and online knowledge base. There was no phone number or other contact method available. It was the same system they offered for most of their products, and it seemed to be working fine, so they figured, “Why change it?”

But most of those products didn’t cost $530.

When you’re using a free app, or even one that costs $50-$100 per year, you may be content with only email tech support or live chat. But you’re going to shell out 10 times that amount, you want the ability to talk to a live person.

Besides, what are you supposed to do if your phone breaks down? You don’t want to wait two or three days for someone to get back to you by e-mail or in the forums. You want to call somebody and take care of the problem right now.

They tried to fix the problem and deliver phone service a month later, but it was too late. A lot of potential customers had already bought a different phone or lost faith in the N1.

And who knows how many millions it cost them?

A Big Brand Doesn’t Solve Everything

The N1 was released in the beginning of January of 2010. At that time, the first really big, mainstream Android-based phones (the Motorola Droid and the HTC Eris) had only been out for two months.

Sure, there had been other phones running on Android prior to that, but they hadn’t gained much market share. Your average smartphone consumer still hadn’t heard of Android.

Google seemed to believe it didn’t matter. They assumed the strength of the Google brand would be enough to make the sale, that people would buy something just because it was from Google.

But it wasn’t true. In the early days, Android was still a relatively techie platform and most people weren’t even aware Google had anything to do with it.

Without the name recognition Android now has, they were fighting an uphill battle. Combined with their poor initial customer service and support strategy, it was just too much doubt for a lot of consumers to overcome.

You Shouldn’t Revolutionize Everything

Always the revolutionary company, Google openly claimed they wanted to reinvent the way cell phones are sold.

They wanted to eliminate distributors. They wanted to end the tyranny of long-term contracts. They wanted to bring cell phones directly to the consumer.

There was only one problem: without subsidies from carriers, the unlocked version of the phone was over $500. There was only one mobile carrier in the U.S., T-Mobile, that offered any kind of discount.

And that made the phone look expensive.

We don’t view smartphones as being worth $500+, because we rarely pay that much for them. We’re used to signing contracts with carriers and getting subsidies, which make the phones much cheaper.

What Google was trying to do was definitely revolutionary, but the problem was the customer couldn’t find a benefit. In fact, from the view of many customers, the new system was inferior to the old one. They were having to pay a lot more for the phone.

What about Other Expensive Smartphones?

I’m sure some will argue that the unsubsidized price of the N1 couldn’t have hurt its sales that much. After all, the original iPhone was priced at $499 or $599, depending on the storage capacity. And that sold just fine.

The big difference here comes down to reputation.

Google obviously has as much name recognition as Apple (probably more in some circles), but they’d been associated with a hardware release before. Sure, they had hundreds of millions of users worldwide, but those were users of free and low-cost products.

Apple, on the other hand, had a proven track record of both hardware and software releases. They had a fan base that was used to paying premium prices for their products and had no problem doing so. Apple was able to leverage this to overcome the high initial price of the iPhone.

The other thing Apple had going for it with the original iPhone was how revolutionary it was. Previous touch screen phones hadn’t worked very well, and none of them had the functionality of the iPhone. Plus, it looked and felt like a premium product, which helped it justify the higher price tag.

The Nexus One, while a great phone, didn’t have the name recognition and wasn’t that revolutionary. It had the best hardware of any Android phone released to date, but besides being more powerful, the overall package just wasn’t that different from the Android phones already out there..

What Could They Have Done Differently?

There are a number of things Google could have done differently that would have greatly increased the chances for success of the N1.

The first would have been building up more recognition for the Android platform prior to trying such a radical strategy. With more name recognition, the N1 would have been starting from a much stronger position and would have had an easier time gaining market share.

A better-thought-out customer service strategy also would have been a big help. Google has a long history of offering primarily web-based support, but that doesn’t carry over well to such an expensive product, as they found out. If they’d offered phone support from day one, they likely would have had more success.

They should’ve also paid more attention to the pricing preferences of their customers. Sure, most people would prefer an unlocked phone, but only a tiny fraction of them are willing to pay double or triple for their phone to get it. If they’d offered partnerships with mobile carriers from the beginning, things might have turned out quite differently.

Is Google Doomed for Failure with Cell Phones?

I don’t think so.

If there’s anything we’ve come to expect from Google, it’s that they learn from their failures as much as anyone else. I wouldn’t be surprised if they make another attempt in the future with a revised sales startegy that addresses the issues covered here. Maybe they’ll even attempt to revolutionize a different part of the industry.

But what do you think?

Have other insights into what Google could have done to make their online N1 store more successful? Anything else they did wrong? Are there features you’d like to see?

Opera Mini Serves One Billion Daily Page Views

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Despite the fact that popular smartphones such as the iPhone and Android already have great web browsers, Opera’s Java ME-based mobile browser Opera Mini is constantly growing. According to Opera, on July 25th it served one billion page views.
 
The mobile browser, which recently dropped the beta tag from the already quite polished version 5.0, has been growing steadily over the past couple of years. In June 2008, it was serving 100 million page views every day; in June 2010, this number was 910 million.
 
Opera Mini’s distinguishing feature is its compression technology, which compresses web page content up to 90% on Opera’s servers before sending them to the actual device, which saves time and bandwidth.
 
To try out Opera Mini, point your mobile browser m.opera.com