Tuesday, December 08, 2015

Instantly Personalizing Mobile Apps - Cutting Through Chaos

Unique Consumers and Unique Profiles
Smartphones, laptops, PCs and in-store visits have made path-to-purchase journeys very complex and confusing for online retailers to recognize and support.  Consumers can search and discover products and services using a smartphone on their way to work.  In the evening they can pull out a tablet and engage in immersive research while laying in bed.  They may decide to review some more on their desktop at work, then at lunch time stop at a brick and mortar store to look at the product in more detail.  That evening, they purchase the product online using a laptop.  How is a retailer or e-tailer going to cut through this chaos and recognize individual consumers and their needs along their path-to-purchase journey?

In our research at Cognizant's "Center for the Future of Work" we found online shoppers use different devices for different categories of products.  In fact, 56% of online shoppers use multiple devices on many online path-to-purchase journeys.  On the go search and discovery is often initiated on smartphones, immerse research on tablets, while completing transactions on laptops is a common pattern.

Some products consumers are comfortable purchasing on a smartphone, others not.  We found online shoppers of different ages exhibit markedly different shopping behaviors.  We found significantly different online shopping behaviors between those with different education levels, genders, ethnicity and technology preferences (laptop/desktop vs. mobile).

Our findings reveal these variables, all added up, equate to thousands, if not millions of different combinations of needs, preferences, unique activities and behaviors.  These unique set of variables we call Mobile Me Profiles (MME-Ps), require different personalized content, at different times and locations, for each consumer in order to provide an optimal experience.  In this age of "mobile me" where customers demand personalized and relevant user experiences, it is necessary to identify these differences, precisely and instantly.

If you are going to compete and win in mobile commerce today, you must target markets of one.  It is no longer an effective strategy to treat your customers as one homogeneous market of unknown consumers.  In today's world of mobile commerce, where devices are intimate extensions of unique individuals, knowing those individuals, as individuals is key.

Read more on how to deliver these strategies in my new report, "Cutting Through Chaos in the Age of Mobile Me."

Download the report here http://www.cognizant.com/InsightsWhitepapers/Cutting-Through-Chaos-in-the-Age-of-Mobile-Me-codex1579.pdf.

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Kevin Benedict
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***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and digital transformation analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.