Has mobile been factored into your customer journey?

Here are some interesting mobile statistics recently released:

  • 79% of smartphone consumers use their phones to help with shopping, from comparing prices, finding more product info to locating a retailer
  • 70% use their smartphones while in the store
  • 72% use their smartphones while consuming other media, with a third while watching TV
  • Mobile video traffic represented 49.8 % of total mobile data traffic at the end of 2010. Projections are that it will account for 52.8% of traffic by the end of 2011
  • Google recently report it sees 19% of all hotel queries conducted on mobile devices
  • The average amount of traffic per smartphone in 2010 was 79 MB per month, up from 35 MB per month in 2009
  • Tablet data usage per tablet was 405MB per month compared to 79MB per month on smartphone in 2010. That’s 5.1 times more

Here’s a chart of mobile-only internet users in 2010 with projections tio 2012 for Asia Pacific, Japan and Western Europe. For Asia Pacific, we’re likely to see a 2.76 fold increase in users accessing the internet only on their devices in 2011 and a 3.01 fold increase for 2012.

Mobile Only Internet Users 2010-2012

These numbers reflect the growing role of mobile devices in people’s daily lives. There is however a disproportionate growth in the understanding and integration of mobile into a brand’s experience mix in Asia.

Just like having a Facebook Page doesn’t equate to a social media strategy, having a mobile app or a website viewable on a mobile device isn’t a mobile approach. The role of social media and mobile need to be considered in the larger context of customer journeys and the points along that where either come into a customer experience. Specific areas to think about for mobile are:

  • What does your brand look like to them through their devices?
  • Is information they are looking for easily consumable or is your content meant only for online delivery to browsers on a PC?
  • How much does your brand’s mobile experience affect a customer’s journey towards or away from your brand?
  • How does mobile integrate into a longer and enriching relationship roadmap for both customer and brand?
  • What metrics, other than sales lift, are you looking for to measure the effectiveness of your mobile approach in moving customers closer to your brand in thier customer journey?

Answers to these question help ensure that mobile doesn’t become the shiny new toy tacked on to on-going initiatives because the latest research shows customers are spending a lot of their time on it. Key is to develop an approach that is holistic and thought through from a customer’s perspective along their journey with your brand.

Information sources:
http://googlemobileads.blogspot.com/2011/05/mobile-insights-19-of-hotel-queries.html
http://googlemobileads.blogspot.com/2011/04/smartphone-user-study-shows-mobile.html
http://www.cisco.com/en/US/solutions/collateral/ns341/ns525/ns537/ns705/ns827/white_paper_c11-520862.pdf

United We Stand, Divided We Are Inclined Towards?

TWEET: It’s sad to know people who actually create new religions! Aren’t there a lot of religions out there already?

This got me a little vocal over the weekend as I responded to the author in a series of exchanges trying to get him to be a little more open-minded. I tried appealing to his gay side by asking him to switch “religion” with another word like “sexuality”. His response was that didn’t apply as it was totally different in context.

Funny how people sometimes can apply a concept like freedom to areas that matter personally at the same time deny that concept to others in areas they are not open to.

People thought the world was flat once and put those who said it was round to death. We’ve come a long way from that era but at the same time it seems we haven’t.

“All truths are easy to understand once they are discovered; the point is to discover them.” -Galileo Galilei. I don’t think a day will come when we can claim to have discovered everything and to know all truths.

There’s too much “there’s no such thing as…” or “you can’t think ths way” or “you’re not allowed to love this way” or “you cant worship this way”. Someone said this and I believe it strongly too. “If only we just see how much we have in common rather than focus on the differences there would be more uniting than dividing in our world.”

Lofty ideal? Maybe … but the thing is to keep trying at least. I’d rather live in a world united than a divided segregated place :-)

Things To Do In Singapore : Off The Beaten Trail

Here are a couple of things besides shopping I think might be interesting to do in Singapore. Recommendations are from someone who just returned after working six years overseas and enjoys a walks and good local food.

East Coast Lagoon Food Centre
It’s an open air eating area serving local fair with lots of different choices to choose from. Satay is pretty tasty and so are the barbequed chicken wings. Best time to go s on a weekday evening followed by a walk by the beach after dinner. The beach isn’t the most picturesque but it’s nice to people watch or stroll to Bedok Jetty and hang out as enthusiasts fish over the railings. Weekends are a crazy affair as traffic crawls in and out of the area. The jetty is a nice place to be when the sun sets too. I like sitting and watching strollers pass by with a book in hand.
1220 East Coast Parkway

Changi Village Food Centre
Nasi Lemak is legendary here and having not been to this areas in years I’m amazed at how it’s flourished with so many eateries. The best Nasi Lemak with the fluffy coconut rice is found a short walk into the older food centre past a row of shops selling fishing stuff, beach knick-knacks and a cake shop. Roasted chestnuts are a nice treat too. After grabbing a bite take a walk to the waterside to catch a glimpse of the waters off Changi Village. On Saturday nights there is an open-air market of some stalls selling a variety of souvenirs, plants, fashion wear and odds & ends. Lady boys have mostly disappeared or possibly drifted further way from the lights and crowds.
2 Changi Village Road

Macritchie Reservoir Park
I love taking walks here and my favorite path is the one that goes partly through the jungle then skims around the edge of the reservoir. You can catch sights off birds, monkeys, squirrels, lizards, eagles, turtles and lots and lots of fish. The waterside walkway has benches scattered frequently and sitting there watching nature in the mornings is a calming experience. There aren’t any places selling food or drinks in the area so bring along a water bottle. There are many different routes that can take you walking for 30 minutes to a few hours so lots to see and a great way to exercise for those who want to go the extra mile(s).
off Lornie Road

Geylang Serai Market
I like visiting this market on Saturday mornings when it’s crowded as the atmosphere is the buzziest. The upper-floor has an amazing range of Malay food stalls and I still haven’t finished sampling everything that looks colorful & good to eat. If you do have patience joining the long queues is a sure-fire guarantee for yummilicious food. Clothing and accessory stalls make up the other part of the upper floor with more of such stores found across the road at Joo Chiat Complex. Ground level stalls at Geylang Serai sell fresh food and they do stock some things that aren’t as common in Chinese markets. You’ll see mostly Malay faces with probably only about 25% of the clientele of other races.
15 Geylang Serai

If shoppings not the only thing you’re interested in then check out this link by Time as well. Singapore: 10 Things to Do in 24 Hours

PinkDot SG – What To Expect

PinkDot2009
Volunteers arrive earlier and after a briefing from the organizers everyone helps the set up of things. The year I was helping we were blowing balloons, decorating the park, giving directions, handing out ground sheets and all kinds of pink things that had been contributed.

People from all walks of life arrive once things are ready. You get to see a diverse group of visitors; solo visitors who don’t know anyone, families who love their gay kids, married couples, groups with young kids, guys and girls with pets, students, army personnel, bloggers and tweeple from Singapore and Malaysia, TV personalities and theatre performers who are mostly decked out in pink. A close friend was even talking to this old lady in Chinese who asked why we were all gathered and she said “love is good …. love is good”.

Different groups take turns to perform; pink lions and dragons doing traditional Chinese ceremonial performances, Malay dikir barat groups, dance groups and singers so entertainment is aplenty. When the photographers are ready ushers come around to get people into the centre of the park where there’s more singing and moving speeches. The tribute is to love which everyone present understands and believes in.

PinkDot2009The thing that really touched me at PinkDot is how friendly and helpful everyone is. Its easy to get people to participate in activities and strangers seem quick to share conversation, food, drinks, groundsheets, fans and whatever there is. Sounds of laughter, faces smiling, singing, picture taking, goofing around, warm embraces and words of love abound. I’m sure I’m not the only one who wishes for this kind of openness and camaraderie to be something we see throughout the year rather than only at special occasions.

The event ends after the pictures and videos of everyone gathered making pink dot have been taken.

Everyone who came helps clear up their bit of trash and the park looks rather pristine without the organizers having to work overtime cleaning up after.

Sharing pictures and stories of the day usually gets people in Taiwan, Malaysia and Thailand wishing there were there too.

If you believe in love and if you would like to witness kindness and warmth in action come make PinkDot this 18 June 2011 at Singapore’s Hong Lim Park.

———-
What To Wear : something light and cool …. and PINK!!
What To Bring : food and drinks … it’s a great place to have a picnic. a matt to sit on is a good idea too and don’t forget your camera. a bag to keep all your trash would really be appreciated
What To Do : get involved with the activities or just sit at the sides and enjoy the entertainment and seeing so many people with eager open hearts come together
Who To Come With : anyone and everyone is welcome! come with your neighbour, your uncle or aunties, your parents, your siblings, your camp mates, your school mates, your pets or even by yourself :-)
tweet me @scorpiojerm if you’re coming by yourself and I’ll be happy to come and say “Hi”

Time For Ourselves And Others

How often have we missed doing something we really wanted to to because we thought we didn’t have the time? When was the last time we put off calling mom or a brother or talking to a friend in need for days because of a lack of time.

My teacher once said that the only time one doesn’t have time is when one is dead. I’ve seen friends who were going to pass on develop a new perspective on time when they knew it was limited. Minutes in a day, family, personal relationships, doing things they’ve always wanted to do became so much more important as they rushed to make the most out of limited days or months. Those who were strong enough were lucky. Others who weren’t lay in beds talking about how they wished they could do this or that.

Reading Tuesdays With Morrie reminds me again that we don’t spend enough time doing things that matter. Some of us have forgotten to enjoy life, to be happy and to tender to our other needs as we rush about a daily ritual of earning money to accumulate this and that.

In my late twenties I was so preoccupied with working hard to buy a nice house and car that I lost myself in that chase and struggled to keep up with the tide of loans and bills.

Mitch Albom wrote about the hunger to gobble up new things and shared this … “These were people so hungry for love that they were accepting substitutes. They were embracing material things and expecting a sort of hug back. But it never works. You can’t substitute material things for love or for gentleness or for tenderness or for a sense of comradeship.”

It seems my happiest moments were in the company of friends doing simple things like talking and doing silly things which didn’t cost an arm and a leg yet that didn’t register.

Over the last six years, I’ve rediscovered the joys of giving, doing things for other people and receiving thanks and love in return. Its hard to describe the feeling when someone gets better because of help you’ve extended or when you can see how much of a difference you’ve made in lifting a person out of the dumps they thought they were in. Sometimes all it takes is a few moment spent talking and I’m sure we all have a few moments to spare.

So I end this train of thought with a quote and a question.

“If you don’t have time to do it right, when will you have time to do it over?” ~John Wooden

Do we really not have time or can we take a little time away from other things for some moments to do right by ourselves and others?