Maximise Mobile Ecommerce
ahead of 2013
Sri Sharma, Managing Director
A search and display specialist driving
    a step change in performance
Clients
“50% of Olympic
 queries were from
 mobile devices”




Source: Locog
Consumers using mobile

   Data usage                               Up x3 year on year


   Searching                                Up 130% year on year


   Purchasing                               Up 53% year on year




Source: UK Mobile Network; IgnitionOne; Centre for Retail Research (UK)
Brands using mobile

   Search
   advertising                                Up 205% year on year

   Display
   advertising                                Up 95% year on year


   Mobile site                                < 50 %




Source: FirstPartner (UK); Retail Week (UK)
Search performance varies by device

                             Average cost per conversion by device


                                                         165



                                  100
                Cost per
                conversion
                (indexed)




Source: Marin
• Communicate more effectively
  with mobile customers
• Measure and improve mobile
  integration with in-store
• Make mobile search work
  harder
Communicate more effectively
with mobile customers
Mobile customer map

    Specific needs        Device


               Customer


      Location            Time
Improving mobile search
conversion rate
Sk:n mobile customer map


•   Immediacy       Specific needs       Device   •   85% on
•   Personal
                                                      smartphone
    advice


                              Customer
•   On the move                                   •   82% of
•   40% of                                            searches
    searches for
    local centres
                      Location           Time         within call-
                                                      centre hours
Approach
•   Access to the website blocked from mobile paid
    search
•   Launch of a click to call campaign
•   Messaging that emphasized local and free
    advice/consultation
Results:
• Leads increased x26
• Conversion rate up x2.2
Measure and improve mobile
integration with in-store
Drive in-store footfall
Drive in-store footfall




 Location
 ‘Blue Dot’
Driving measurable in-store
sales using Google Offers
Google Offers
Approach
•   Use Google Offers to create measurability
•   Radius targeting selected stores
•   Offer customers a barcode, mobile QR code or
    discount code
Maximise Mobile Ecommerce Ahead Of 2013   Net Media Planet
Maximise Mobile Ecommerce Ahead Of 2013   Net Media Planet
Make mobile search work
harder - 5 tips
Tip 1: SEO will prefer mobile sites in 2013




                                 Mobile site
Tip 2: Manage your mobile budget
     effectively this Christmas

                27.5% of December’s mobile sales occurred between 25th and 30th December




            Mobile
            sales




                                                    December 2011

Source: Net Media Planet (retail clients Q4 2011)
Tip 3 : Express relevancy to improve
traffic and conversion rate



                         + 20%
                          CTR
Tip 4: Drive brand awareness cost
effectively using mobile generics
Tip 5: Make email on mobile easy to
     navigate this Christmas




                                                    73% increase in emails opened
                                                    on mobile devices in December

Source: Net Media Planet (retail clients Q4 2011)
In-store   mobile   online
Top 3 Takeaways
•   Understand your different mobile customers
•   Measure and improve mobile integration with
    in-store
•   Make mobile search work harder for you
A search and display specialist driving
    a step change in performance
Smartphones for
                                       Smart Loyalty
                                                          Ray Dogra
                                                    3rd October 2012


© Movanta 2012. All Rights Reserved                                    32
A truly amazing tool




© Movanta 2012. All Rights Reserved   33
It’s not really a phone
                                             Social Networking

                   Internet                  14%            Music
                                                        12%
                                                                                            Only       9%
                                                                                                       of time is
                                19%                                                          spent making calls
                                                                     Games
                                                            11%
                Other        4%

            Reading             7%
              books                   7%                     9%        Making calls
                                           8%      9%
                 TV / video
                                       SMS         Email




  Time spent on a smartphone1
                                                        Source: 1. O2 UK “All About You” report July 2012. Total time = 128 min / day
© Movanta 2012. All Rights Reserved                                                                                                     34
It’s the Greatest Marketing Tool (ever?)

                92%                                       Reach                                             60%
            UK Population                                                                               With a Smartphone




                 150                                                                                        90%
               times / day
                                                  Frequency                                             Will read an SMS
                                                                                                         within 1 hour




     Targeted                                        Two Way                                             Measure
© Movanta 2012. All Rights Reserved   Sources: Ofcom 2012; IAB / DMA Mobile Messaging Study Sept 2010                       35
Who’s doing more with mobile:
Consumers or Merchants?




© Movanta 2012. All Rights Reserved   36
Consumers: Use mobile
                                                                                Will find their own tools

        79%
        of Smartphone users want
        coupons on their phones1




        85%
        of Smartphone users
        look for local info2

                                                                                               ShopSavvy   Amazon




© Movanta 2012. All Rights Reserved   Sources: 1. Accenture 2010. 2. Google / IPSOS May 2012                        37
Consumers: Respond to mobile

  Drives Footfall …
  55%
  of customers who receive a
  message say it increases
  likelihood to visit the store1




                                        … and Basket Sizes
                                                                             79%
                                      of customers bought other products
                                            in addition to the promotion1




© Movanta 2012. All Rights Reserved        Sources: 1. O2 Presentation July 2012   38
Merchants: Planning for mobile

  78%
  of retailers are planning
  to invest in mobile1



  >50%
  of UK retailers don’t have a
  mobile compatible website2



  52%
  of UK retailers don’t have
  any form of mobile app1

                                      Source: 1. E-tailing Group 2011; 2. Retail Week June 2012; 3. Retail Week Database,
© Movanta 2012. All Rights Reserved   August 2012; Movanta analysis of retailers’ mobile app functions August 2012          39
A Mobile App or Mobile Brochure?
      Top 100 Retailers1                                   48% have a                                  35% have an app with at
                                                            mobile app2                                 least one mobile feature2


                                                                                                                               30% Store Finder


                                                                                                                               25% Buy via App

                                                                                                                               12% Barcode
                                                                                                                                   Scanner

                                                                                                                               5% Alerts /
                                                                                                                                  Messages

                                                                                                                               3% Loyalty Card


                                                                                                                               11% Other

© Movanta 2012. All Rights Reserved   Source: 1. Retail Week Database, August 2012; 2. Movanta analysis of retailers’ mobile app functions August 2012   40
Feels like the web 10 years ago




                          M = E-10
© Movanta 2012. All Rights Reserved   41
A little less conversation …

                                      “… a little more action”




© Movanta 2012. All Rights Reserved                              42
Putting it another way …

        “Apps have become the new High Street”
                                             Philip Clarke, Tesco Group CEO
                          Speaking at World Retail Congress, September 2012




© Movanta 2012. All Rights Reserved                                           43
Getting started – The Basics
          The Basics                  Next Steps    Deep Cuts   Complete Set

                       Name
          1            SMS / MMS Supporting Above the Line

          2            Mobile Optimised Website

          3            Mobile App (feat. Mobile functions)




                        “90% of success is showing up”

                Preview All



© Movanta 2012. All Rights Reserved                                            44
Getting started – Next Steps
           The Basics                 Next Steps   Deep Cuts           Complete Set

                       Name
          1            Integrate with IT and Multichannel operations

          2            Features across the customer journey




                        Create an integrated experience

                Preview All



© Movanta 2012. All Rights Reserved                                                   45
Moving on – Deep Cuts
           The Basics                  Next Steps   Deep Cuts    Complete Set

                       Name
          1            Trial emerging technologies / platforms

          2            Run multiple A-B tests on consumer behaviours




                                      Trial & learn to improve

                Preview All



© Movanta 2012. All Rights Reserved                                             46
Idea #1 – Event Based Messaging

      “Get ‘em in”

  “Well done The Toon.
  Celebrate with us …”


  “It’s raining …”


  “Sale Ends tomorrow”




© Movanta 2012. All Rights Reserved   47
Idea #2 – Smart Loyalty Card

     Increase Engagement
     Always Carried

     Measure the Results

     Drive Behaviour
        “We’ve missed you”
        “Forward to Five Friends”
        “Like us on Facebook”
        “Birthday Bonus”

© Movanta 2012. All Rights Reserved   48
Idea #3 – Follow Ups

               “Get ‘em back”
              (with their friends)

     Easy to be an advocate

     Get Feedback

     “People who bought … “




© Movanta 2012. All Rights Reserved   49
Idea #3 – “People who bought …”
       Recommendation                 Personalised
          Matching                        Offer




                                                     We hope you love the
                                                     jacket you bought from
                                                     us last week.

                                                     We’ve got some new
                                                     scarves in that we think
          Purchase history
                                                     will go great with it.
          (online & offline)
          Preferences                                Come in and buy one in
          Friends’ input                             the next 30 days and
          …                                          receive 20% off

© Movanta 2012. All Rights Reserved                                             50
Putting it together

                                      Get ‘em in
                                                            Build Loyalty

                                                            Repeat Visits
                                                            Advocates
Get ‘em back                                       Engage   Share of Spend
(with their friends)




© Movanta 2012. All Rights Reserved                                         51
About Movanta

  Smarter Loyalty



  Expertise in Mobile, Loyalty,
  Payments, Analytics



  Lassi Platform




© Movanta 2012. All Rights Reserved   52
Summary

        Mobile Matters



        Act Now



        Mobile gets Loyalty.
        Loyalty gets Results




© Movanta 2012. All Rights Reserved   53
www.movanta.com


© Movanta 2012. All Rights Reserved                     54

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Maximise Mobile Ecommerce Ahead Of 2013 Net Media Planet

  • 1. Maximise Mobile Ecommerce ahead of 2013 Sri Sharma, Managing Director
  • 2. A search and display specialist driving a step change in performance
  • 4. “50% of Olympic queries were from mobile devices” Source: Locog
  • 5. Consumers using mobile Data usage Up x3 year on year Searching Up 130% year on year Purchasing Up 53% year on year Source: UK Mobile Network; IgnitionOne; Centre for Retail Research (UK)
  • 6. Brands using mobile Search advertising Up 205% year on year Display advertising Up 95% year on year Mobile site < 50 % Source: FirstPartner (UK); Retail Week (UK)
  • 7. Search performance varies by device Average cost per conversion by device 165 100 Cost per conversion (indexed) Source: Marin
  • 8. • Communicate more effectively with mobile customers • Measure and improve mobile integration with in-store • Make mobile search work harder
  • 10. Mobile customer map Specific needs Device Customer Location Time
  • 12. Sk:n mobile customer map • Immediacy Specific needs Device • 85% on • Personal smartphone advice Customer • On the move • 82% of • 40% of searches searches for local centres Location Time within call- centre hours
  • 13. Approach • Access to the website blocked from mobile paid search • Launch of a click to call campaign • Messaging that emphasized local and free advice/consultation
  • 14. Results: • Leads increased x26 • Conversion rate up x2.2
  • 15. Measure and improve mobile integration with in-store
  • 17. Drive in-store footfall Location ‘Blue Dot’
  • 18. Driving measurable in-store sales using Google Offers
  • 20. Approach • Use Google Offers to create measurability • Radius targeting selected stores • Offer customers a barcode, mobile QR code or discount code
  • 23. Make mobile search work harder - 5 tips
  • 24. Tip 1: SEO will prefer mobile sites in 2013 Mobile site
  • 25. Tip 2: Manage your mobile budget effectively this Christmas 27.5% of December’s mobile sales occurred between 25th and 30th December Mobile sales December 2011 Source: Net Media Planet (retail clients Q4 2011)
  • 26. Tip 3 : Express relevancy to improve traffic and conversion rate + 20% CTR
  • 27. Tip 4: Drive brand awareness cost effectively using mobile generics
  • 28. Tip 5: Make email on mobile easy to navigate this Christmas 73% increase in emails opened on mobile devices in December Source: Net Media Planet (retail clients Q4 2011)
  • 29. In-store mobile online
  • 30. Top 3 Takeaways • Understand your different mobile customers • Measure and improve mobile integration with in-store • Make mobile search work harder for you
  • 31. A search and display specialist driving a step change in performance
  • 32. Smartphones for Smart Loyalty Ray Dogra 3rd October 2012 © Movanta 2012. All Rights Reserved 32
  • 33. A truly amazing tool © Movanta 2012. All Rights Reserved 33
  • 34. It’s not really a phone Social Networking Internet 14% Music 12% Only 9% of time is 19% spent making calls Games 11% Other 4% Reading 7% books 7% 9% Making calls 8% 9% TV / video SMS Email Time spent on a smartphone1 Source: 1. O2 UK “All About You” report July 2012. Total time = 128 min / day © Movanta 2012. All Rights Reserved 34
  • 35. It’s the Greatest Marketing Tool (ever?) 92% Reach 60% UK Population With a Smartphone 150 90% times / day Frequency Will read an SMS within 1 hour Targeted Two Way Measure © Movanta 2012. All Rights Reserved Sources: Ofcom 2012; IAB / DMA Mobile Messaging Study Sept 2010 35
  • 36. Who’s doing more with mobile: Consumers or Merchants? © Movanta 2012. All Rights Reserved 36
  • 37. Consumers: Use mobile Will find their own tools 79% of Smartphone users want coupons on their phones1 85% of Smartphone users look for local info2 ShopSavvy Amazon © Movanta 2012. All Rights Reserved Sources: 1. Accenture 2010. 2. Google / IPSOS May 2012 37
  • 38. Consumers: Respond to mobile Drives Footfall … 55% of customers who receive a message say it increases likelihood to visit the store1 … and Basket Sizes 79% of customers bought other products in addition to the promotion1 © Movanta 2012. All Rights Reserved Sources: 1. O2 Presentation July 2012 38
  • 39. Merchants: Planning for mobile 78% of retailers are planning to invest in mobile1 >50% of UK retailers don’t have a mobile compatible website2 52% of UK retailers don’t have any form of mobile app1 Source: 1. E-tailing Group 2011; 2. Retail Week June 2012; 3. Retail Week Database, © Movanta 2012. All Rights Reserved August 2012; Movanta analysis of retailers’ mobile app functions August 2012 39
  • 40. A Mobile App or Mobile Brochure? Top 100 Retailers1 48% have a 35% have an app with at mobile app2 least one mobile feature2 30% Store Finder 25% Buy via App 12% Barcode Scanner 5% Alerts / Messages 3% Loyalty Card 11% Other © Movanta 2012. All Rights Reserved Source: 1. Retail Week Database, August 2012; 2. Movanta analysis of retailers’ mobile app functions August 2012 40
  • 41. Feels like the web 10 years ago M = E-10 © Movanta 2012. All Rights Reserved 41
  • 42. A little less conversation … “… a little more action” © Movanta 2012. All Rights Reserved 42
  • 43. Putting it another way … “Apps have become the new High Street” Philip Clarke, Tesco Group CEO Speaking at World Retail Congress, September 2012 © Movanta 2012. All Rights Reserved 43
  • 44. Getting started – The Basics The Basics Next Steps Deep Cuts Complete Set Name 1 SMS / MMS Supporting Above the Line 2 Mobile Optimised Website 3 Mobile App (feat. Mobile functions) “90% of success is showing up” Preview All © Movanta 2012. All Rights Reserved 44
  • 45. Getting started – Next Steps The Basics Next Steps Deep Cuts Complete Set Name 1 Integrate with IT and Multichannel operations 2 Features across the customer journey Create an integrated experience Preview All © Movanta 2012. All Rights Reserved 45
  • 46. Moving on – Deep Cuts The Basics Next Steps Deep Cuts Complete Set Name 1 Trial emerging technologies / platforms 2 Run multiple A-B tests on consumer behaviours Trial & learn to improve Preview All © Movanta 2012. All Rights Reserved 46
  • 47. Idea #1 – Event Based Messaging “Get ‘em in” “Well done The Toon. Celebrate with us …” “It’s raining …” “Sale Ends tomorrow” © Movanta 2012. All Rights Reserved 47
  • 48. Idea #2 – Smart Loyalty Card Increase Engagement Always Carried Measure the Results Drive Behaviour “We’ve missed you” “Forward to Five Friends” “Like us on Facebook” “Birthday Bonus” © Movanta 2012. All Rights Reserved 48
  • 49. Idea #3 – Follow Ups “Get ‘em back” (with their friends) Easy to be an advocate Get Feedback “People who bought … “ © Movanta 2012. All Rights Reserved 49
  • 50. Idea #3 – “People who bought …” Recommendation Personalised Matching Offer We hope you love the jacket you bought from us last week. We’ve got some new scarves in that we think Purchase history will go great with it. (online & offline) Preferences Come in and buy one in Friends’ input the next 30 days and … receive 20% off © Movanta 2012. All Rights Reserved 50
  • 51. Putting it together Get ‘em in Build Loyalty Repeat Visits Advocates Get ‘em back Engage Share of Spend (with their friends) © Movanta 2012. All Rights Reserved 51
  • 52. About Movanta Smarter Loyalty Expertise in Mobile, Loyalty, Payments, Analytics Lassi Platform © Movanta 2012. All Rights Reserved 52
  • 53. Summary Mobile Matters Act Now Mobile gets Loyalty. Loyalty gets Results © Movanta 2012. All Rights Reserved 53
  • 54. www.movanta.com © Movanta 2012. All Rights Reserved 54