Marketing Matters is a monthly column covering how marketers today can use Digital to drive innovation and results
When you strip away the complexity of the outer shell, omni-channel marketing is essentially thinking holistically about the customer: their experiences, your interactions with them and the messaging you want to transmit to them. In our new mobile-centric world, there are an unlimited number of ways to do this.
As marketers, we are always searching for windows into the world of the customer – ways to connect with them and collect useful, contextually-relevant data. Today’s mobile technology is like a giant pane of glass, which lifts the curtain on the customer, enabling us to see their inner workings like never before and connect with them on entirely new levels.
This is a recent phenomenon though; in the past, mobile marketing was rudimentary and derivative – in general, websites were designed for desktops only and mobile sites were scaled-down or simplified versions of these. Designed to be simple extensions of the full ‘big screen’ sites, mobile websites were often more of an afterthought than something marketers devoted a lot of time to.
Giving mobile campaigns top priority
Today the situation is very different. Beginning in around 2013, forward-thinking marketers began taking a ‘mobile first’ attitude. With the incredible power and in-built functionality of today’s smartphones, businesses can interact with their customers in a myriad of different ways – through different touch points and new interfaces created between online and offline content thanks to augmented reality apps and the powerful cameras and processors of the next generation smartphones.
An illustration of just how far things have come is IKEA’s market-leading catalogue app, which harnesses the power of smartphones and uses augmented reality features to allow potential buyers to preview what IKEA furniture looks like in their actual homes. The experience begins when the app asks users to gather rich media content like videos and 360 degree views of a room on their phone cameras. Users then ‘drop’ selected furniture items on top of the images, previewing what they would look like in the room. Another nifty O2O feature of the app – the ‘virtual shopping list’ – is designed to be used both before and during shopping trips to physical stores. Searching for a product in the app or adding it to a shopping list will show its location within the store. A barcode scanning feature then allows customers to scan a price tag in-store and pull up additional information about the product or add it to a wish list.
But the true strength of IKEA’s omni-channel strategy extends above and beyond their mobile strategy and this excellent app. Indeed, it is their holistic view and understanding of their customer base which allows the app to succeed. They have a strong social media strategy, offering followers across numerous channels useful and appropriate household tips and tricks. Their Instagram account showcases before and after shots of home improvement projects, and their iconic physical stores underpin everything with their vibrant, magnetic presence.
Bringing it all together
IKEA gets it. Most of us have now realised that mobile marketing – indeed all online marketing – requires constant care and attention. Unlike a brand’s bricks and mortar shops, which have an enduring material presence, online campaigns don’t really ‘exist’ in the physical world, so you need to consistently work at them, refine them and retool them to make sure they’re doing what you want them to do.
Maybe this is one reason why Zalora, the Asia-based online fashion platform, chose to open a pop-up store in Hong Kong earlier this year. This store provided a seamless omni-channel customer experience in an unusual way: by acting as an offline ‘fitting room’ for the brand. The space looked just like a regular clothing store – customers could see, feel and try on the clothes – but when it came to making a purchase, they needed to go online, either by scanning a QR code and downloading the Zalora app or by placing an order online via an in-store computer. This temporary ‘clicks and mortar’ store helped boost brand awareness, generate new customers, increase sales and underline the reliability of the brand.
By understanding the customer journey and integrating social media channels, physical stores and online capabilities, your brand can also create synergy and provides a seamless, consistent and relevant brand experience – the essence of omni-channel.
Epicentro specialises in digital content development and is a member of the Pico Group
Awarded ‘Events Standard of Excellence’ and ‘Marketing Standard of Excellence’ in 2015 WebAward for Outstanding Achievement in Web Development by the Web Marketing Association
Daniel has been with Pico for over 15 years and is a seasoned event marketing industry professional. Foreseeing the ample opportunities presented by the world’s rapidly-changing technological landscape, Daniel began planning for a new business unit specialising in digital content solutions in 2010. Commencing full operations in 2014, Epicentro has spearheaded the development of unconventional technologies, helping our clients reach and stay on top of the market. Under Daniel’s leadership, Epicentro has established a strong client list spanning the commercial and government sectors: AIA, Airport Authority Hong Kong, Amway, Dragages, the government’s Environmental Protection Department and Home Affairs Department, the Hong Kong Trade Development Council, Jardine, Suntory and Watsons.
The latest MasterCard Mobile Shopping Survey covering Asia Pacific finds consumers embracing the convenience of mobile shopping. Almost half of consumers – around 45% in total – made a purchase using their smartphone in the three months preceding the survey.
Exactly 50% of respondents across Asia Pacific cited convenience as the most compelling reason for shopping on their smartphone. Other motivating factors include the ability to shop on the go and the growing availability of apps that make it easy to shop online.
Fig 1: % consumers who have made a purchase using a smartphone
In addition to using their mobile phones to make purchases, shoppers in the region are also using it to compare prices between physical and online stores. Close to half (45%) of respondents have conducted price comparisons, with a similar proportion (44%) also stating that they have conducted research online prior to making a purchase in-store.
Overall, consumers from China (70%), India (63%) and Taiwan (62%) are the most likely to shop using their smartphones with the most popular mobile shopping purchases amongst Asia Pacific shoppers include clothing and accessories (27%), followed by apps (21%) and daily deal coupons (19%).
Asia Pacific consumers are also adopting new mobile technologies, with 28% of respondents saying that they use mobile banking apps. Group buying apps (40%) and digital wallets (28%) are the most popular amongst Chinese consumers.
Increased smartphone ownership is clearly having a massive impact on the way people across Asia Pacific shop and spend. Brands and online shopping portals need to continue to develop easy and simple ways to browse and pay, as convenience remains paramount to consumers whether they are shopping on their phones or in-store.
Well maybe. Mobile viewability is a subset of the overall “has my ad been seen and by who” issue, but a particularly tricky one. The lack of a unique user ID is the clearest roadblock. But it’s also clear that the various technologies and vendors used to solve mobile advertising delivery issues, often create further fragmentation.
Fragmentation is especially critical when understanding exactly how ads are delivered to a mobile webpage or app. In mere milliseconds – the time it takes to load a webpage or app – a typical mobile ad is requested, analyzed, bid on, approved, and served. That’s the reality of the coming era of programmatic advertising as many of you know.
In simple terms, the entire journey of an ad, from initial request to final display, has to happen really fast. That’s what programmatic necessitates. During such a rapid journey, handoffs between technologies and vendors have to be clean and consistent.
Once the ad is actually placed, a whole other set of considerations emerge. Publishers control their site or app, deciding how and where to place the ads that get delivered. On the other hand, tech vendors control how the ad is rendered. How that rendering interacts with publisher placement can go a long way in determining viewability.
Mobile ads are also becoming more complex. The banner ad, although still incredibly popular, is receding to the back of the most-effective-ad discussion. Taking its place at the front are rich media ads and video, which offer much higher levels of interactivity, engagement and ultimately conversion.
But higher levels of creative require – you guessed it – more layers of technology. Try to integrate this creative across different operating systems, app formats, web browsers and connection types, and you have countless opportunities for viewability to break down.
And here’s the final problem: we don’t even have a set of viewability standards for mobile yet. The IAB standards are designed for desktop, and therefore really only helpful as a frame of reference. So while we wait for official mobile guidelines (expected by the end of this year), viewability on mobile will continue to have a frontier feel to it. Hopefully, there won’t be too many outlaws.
With close to $6 billion revenue, Asia Pacific is the largest mobile gaming market in the world. Led by Japan, China and South Korea, the category is still growing at 25% annually across the region.
We chat to Jun Lim, Senior Business Development Manager and Lison Chen, Senior Account Manager at AppLift about this promising yet “very fragmented” market opportunity.
DIA: What are the biggest challenges for mobile game advertising in Asia?
JL & LC: The Asian market is very fragmented. Each market is different in terms of language, culture, and economic levels. Advertisers in different markets have different levels of understanding regarding the business model and traffic sources of mobile advertising, and traffic is still centralized by either big international players such as Facebook, Google, and Inmobi or local players such as Wechat in China, KakaoTalk in Korea, and Line in Japan. It is important to understand the situation and preferences in each country, and have a localized strategy to better satisfy the advertisers’ needs and wants.
What are the key opportunities?
The Asian market is still growing. Due to the rise of smartphone penetration and shipments, especially in Thailand, Vietnam, and Malaysia, we continue to see rapidly growing markets in South East Asia. Mid-mature markets such as Korea, Japan, and China are the top countries in terms of revenue in Google Play and App Stores. Mobile marketing trend is changing rapidly into performance-driven, meaning that it is possible to do campaign with measurable numbers.
How is AppLift positioning itself in the region? Which markets have the strongest potential?
AppLift positions itself as a data-driven app marketing platform that helps advertisers to handle the full spectrum of user acquisition. Additionally, AppLift highlights its LTV optimization technology that enables quality user acquisition on a performance basis. For example, in Korea, AppLift ran a non-incentive marketing campaign for RealFarm, a mobile farming game from NeoGames that delivered real vegetables to a few users who reached a certain level. AppLift focused on this interesting aspect of the game, and few months after the campaign, the fact that the game delivers real veggies went on viral through AppLift’s various media partners, resulting in a ROI of 1200%. It was a result of both NeoGames’ well-developed game contents and AppLift’s marketing strategy.
Do you see clients using mobile for brand driven campaigns? How do you position the connection between mobile and other media?
Branding can definitely help to increase the performances of mobile game advertising. Supercell, for example, spent millions of dollars on branded advertising for its game Clash of Clans across multiple channels such as metro, OOH and TV in Korea. Supercell’s massive promotion earned the game the number 1 position in the gross chart on Korea’s Google play even without using [the mobile platform] KakaoTalk. After the success of CoC, it has become quite a norm in Korea to do a huge scale branding / offline campaigns as in the case of mobile games such as Summoners War and Line Rangers. Mobile is such an real time channel in this sense, and brands are really getting to grips with the connection to other media.
Mobile ads have a reputation for low – or at least hard to track – performance. How does AppLift overcome this? Is data a big part of your positioning?
Based on big data, AppLift’s programmatic buying algorithm can target only the relevant audiences and content for a certain game. It can optimize campaigns and target performance improvements against CTR or revenue. These data driven techniques are very standard to advertising globally, and it is great to bring them at scale to APAC markets.
What is AppLift’s strategy to take on the APAC market?
With advanced technologies and know-how in each Asian market, AppLift plans to provide one-stop advertising/user acquisition services to advertisers. Our goal is to help advertisers connect their games/apps to the targeted Asian markets effectively through our technology, data and services.
What is your advice for brand marketers in one sentence?
Asian markets are sexy but challenging. Brand marketers should prepare various advertising strategies to adapt to local markets.
Vserv in partnership with the MMA have compiled a series of presentations covering key mobile consumer stats for many of the Asian markets. These provide comprehensive summaries of the mobile landscape in each market, covering apps, ads and social amongst other topics. Continue reading Mobile Marketing in Asia→