It´s official, Customer Experience is in Charge

Customer experience emerged in 2014 as a top priority for marketers. In 2015 gained its momentum. Now, it is the main priority for marketers.

Adobe Digital 2016 Trends Report tells the customer experience story. The report shows that top marketers talked about their most exciting opportunity, and the top three answers were i) “optimising the customer experience”, ii) “creating compelling content for digital experiences” and iii) “data-driven marketing that focuses on the individual”.

Customer Experience

Other important key findings on the Digital Trend Report include:

  • Customer experience remains a top priority and is now defining other priorities;
  • Marketers’ strategic priorities for 2016 are very much centred on data, but more than 1 in 3 report difficulties in attracting and keeping analysts;
  • Increased collaboration between creative and marketing will benefit customer experience optimisation;
  • Personalisation and content optimisation are the highest priority digital-related areas;
  • Mobile remains a top-3 priority for more than half of the respondents.

Meaning that Marketers in every sector are embracing this new customer experience reality.

And while it brings new challenges, it inspires creativity, enthusiasm and success.

Mobile Wallet Marketing is a key tool to allow Marketers to put their customer at the center of their mobile marketing strategy and deliver a best in class customer experience while being capable to make data-driven decisions and activities.

A Bigger Industry for Mobile Wallets in 2016

Mobile tech dependency heightens this year with the prevalence of more mobile wallets and mobile payment systems. In a survey by Accenture, Millennials (23%) and those from higher-income households (38%) led the pack in contactless payments where they are said to them at least once a week. More than half of those from North America (52%) are already “extremely aware” of mobile payments, according to the research. However, mobile wallets will become even more popular this year due to various factors and changes in the mobile and tech industry.

Here are some of the biggest influencers of mobile wallets in 2016:

Mobiles Bezahlen mit der Vodafone Wallet

Mobile Wallet Marketing will become a must

With Mobile Wallets, such as Apple Pay, Android Pay or Samsun Pay, customers now have more options than ever when it comes to paying via their smartphone. But mobile wallets have much more uses beyond enabling mobile payments, allowing users to add things such as coupons, store or loyalty cards, boarding passes, tickets or membership cards.

The non-payment side of mobile wallets is still nascent in terms of brand adoption, but as smartphone users are becoming more in sync with its functionalities brands should look to move their tickets or coupon and loyalty campaigns to more dynamic digital smartphone versions. Digital wallets form an important part of the current trend of new mobile technologies which are all focused on creating unique, innovative and real-time experiences for customers whilst paving the way for a more seamless transition between the physical and the digital worlds.

Bitcoin will become mainstream

Among the available crypto currencies worldwide, Bitcoin is the most popular and is becoming more accepted by consumers and businesses alike. In fact, some retailers have already started accepting this virtual coin as payment for transactions and we have seen a growing number of Bitcoin ATMs installed worldwide. In May 2015, there were already 400 machines installed globally and more are expected to be installed this year. Bitcoin is said to be taking on the popular virtual payment system PayPal, as it offers a more secure process to its users. Currently, Bitcoin firms are trying hard to make the currency mainstream.

“The benefit is going to be for people who want to use an online service, and don’t want to worry about managing and securing private keys and so forth. They can store as much as they want, there’s no fees, and it includes all the offline storage we provide as well as full insurance on all deposits,” said Bitcoin bank representative Jeremy Allaire.
Cheaper devices with NFC

The NFC (near field communication) chipset is now becoming a mainstream feature in almost all the handsets on the market, including the budget-friendly ones. However, many premium handsets in 2015 are still expensive, leaving many consumers waiting for the sales to give them a chance of owning such an expensive smartphones. Other NFC-enabled handsets are now also more affordable via various providers worldwide as newer devices are set to take over the market soon.

Iris scanning technology arrives

In 2016, a new biometric security in the form of iris scanning will dominate the next wave of mobile devices as it guarantees to be less costly and more secure than any known mobile sensors today. Since it will be more affordable than fingerprint scanning, we are hopeful that handsets with iris scanning will be cheaper, if not, it should at least have the same price tag.
We are certain that there are other factors that will affect the growing industry of mobile wallets this year, as new mobile technologies are set to revolutionize the next wave of smartphones.

Do you foresee the mobile wallet industry blossoming in 2016? We’d love to hear your thoughts so feel free to leave us a comment below.

 

Exclusively written for Passworks
By Tech-to-Day

 

Photo Credit: Vodafone Germany Corporate Communications via Compfight cc

Mobile Wallets: the ability to send Notifications

Even that you have a great App, not all your target clients will want it. This is supported by a recent Forrester research that found out “60% of US consumers have two or fewer retailer apps on their phones, 21% do not have any and only 3% had more than 10”.

Having said this, your customers will probably fall in one of two categories:

  • Brand loyalists who want your App, or
  • Not interested in downloading another App.

With the customers who have your App installed, you can use push notifications to send relevant information at right moment and time driving customer engagement and conversion. But as previously seen, only a part of your customers will have your App.

These facts impact your mobile marketing strategy and automatically brings questions that the marketers need to answer. How are you going to reach your customers? How are you going to create an active mobile engagement? How can I send push notifications to my customers?

The answer is Mobile Wallets Marketing.

With Mobile Wallet Marketing brands can create mobile wallet passes that can be downloaded in Apple Wallet or Android Pay (native Apps). This a great opportunity for brands and a brilliant solution for those customers who like your brand, but for some reason don´t want to install your App.

By using mobile wallets, brands can be on their consumer´s smartphone and engage with them in real time. One of the best things about mobile wallet is the possibility to send notifications that can appear on the smartphone lock-screen, similar to push notifications coming from apps. And since mobile wallets do not require any opt-in, they can act as a “small App”, allowing you to message your customer without them need to install your own App.

Basically, mobile wallet gives you the opportunity to communicate and engage directly with your customers without requiring a heavy commitment from them.

Mobile Wallets move forward when looking back at 2015

As we prepare to embrace 2016, is always good to look back
and see what happened in 2015, specially within the mobile wallets industry.

Back in January, Marketing Land defined some major mobile trends considering mobile-as-a-channel:

Mobile will also play an increasingly important role in the evolution and user behaviour of social networks both new and existing”.

And within those trends, we saw Mobile Wallets becoming a reality. One of the most relevant facts of mobile wallets, was that on top of the high usage for payments the growth of mobile wallet marketing, specially in the retail, travel and accommodation industries, alongside with the integration of location-based marketing tools such as beacons technology.

Business 2 Community reported in July that44% of consumers would like brands to deliver deals and coupons to their mobile devices building an even more momentum for the mobile wallet marketing. Also in July, and after the successful launch in the US, we saw the Apple Pay debuted in the UK, making its presence at 250,000 locations all over the country and supported by major apps like Five Guys, Zara, YPlan and MyCheck in the restaurant industry.

In the second half of the year, on September 10th, Google “fought back” and released Android Pay in the US, already accepting American Express, Discover, MasterCard and Visa, their second mobile wallet attempt. Despite not being yet a native App brought several relevant functionalities and also allows storing gift cards, loyalty card and special offers. According to PYMNTS, “Android Pay is compatible with roughly 70% of the Android phones currently in the U.S. “ and, with Android occupying 51.6% of the US smartphone market, you never know how will this mobile wallet battle turn out to be.

It wasn’t long before Apple came back to the spotlight. A few weeks later, on October 1st, Apple launched its new operating system iOS 9. Among new devices such iPhone 6S and a new Surface Pro competitor (iPad Pro), this new update brought a makeover from Passbook App to Apple Wallet, a new loyalty program and EAN 128 codes for digital passes. Dunkin´ Donuts, Walgreens Balance Rewards, MyPanera, among others brands are already supporting these new iOS 9 features.

Right after the launch of Apple’s new iOS, Android Pay pushed a new ‪loyalty program which allows its users to buy cheaper Cokes after the purchase of full price Cokes at vending machines. According to PYMNTS, “the move has been widely applauded by mobile watchers, who note that Google is going the extra mile to help users build habits around phone use but giving them an easy and literally rewarding way to build the habit.”.

Apple continued expanding Apple Pay with the launch in Canada and Australia in November. Jennifer Bailey, Apple’s vice-president for Apple Pay mention to CBC “the company is starting with American Express in Canada and Australia because it’s both the card issuer and the payment-network operator so co-ordination is easier“, meaning that Visa and Mastercard users still have to wait for compatibility. However, back to 2014 and according to the Nilson Report, Amex users accounted only for just 5% of Canadian spending and 17% in Australia, so the outcome is still being figured out.

For Apple next countries will be Spain, Hong Kong and Singapore during 2016, while for Google the next target is Australia.

 

With all these launches and features upgrades, Passworks have been evolving as well. Using Passworks platform it is now possible to create passes with EAN 128 code with an alternative code for iOS 8 users and also to deliver mobile passes through CSV file, Email and SMS, which makes it possible for brands with different types of CRM to create mobile content. Another obstacle that usually stands in the way of brands’ campaigns is the POS implementation and technology compatibility issue, due to the fact that most of scanners only read a certain type of code, which made it impossible to create marketing campaigns that couldn’t be redeem. Henceforth, Passworks team developed an App called Passworks Scanner, available for both Android and iOS that enables Passworks’ users to use this app to redeem the passes and monitoring the campaign. Also, Passworks developed its own wallet app, which enables Android users to experience the same Apple’s Wallet usability. Finally (wow, it was a full year!), Passworks is having a work-in-progress makeover, which means that during these next few months, there is going to be a lot of improvements, as seen by the new already implemented design.

 

With the emergence of this new mobile wallet ecosystem, leaded by Apple Pay, Google Wallet, Android Pay, Samsung Pay and PayPal Wallet, this means a great opportunity for brands to invest because not only it is increasing exponentially the visibility among users but because it is starting to change other markets, such as banking, and become mainstream.

According to Business Insider, “Apple announced a number of forthcoming changes to Apple Pay, including synchronization with rewards cards”, which means that marketing is even more embedded on these interactions and that these digital channels provide a relevant experience for consumers and opportunity for brands.

There is a great concentration on the mobile business, whether in payments, marketing or advertising. 2015 is not yet over and the numbers showed by EConsultancy are already showing a “10% increase in paid search advertising spend compared with last year, with all growth coming from ads on mobile devices”. Nevertheless, the outcome is always dependent from brands’ marketing strategies, context and how well do they really know their consumers’ behaviors and engage with them. More and more there is no way to escape the premise that “mobile can no longer be viewed as a separate channel”.

 

The bottom line is that brands must put the consumer at the center of their digital strategy because location-based mobile marketing drives multi-channel conversions, offline actions and consumer engagement, as can see on the Warehouse’s case study: “Since moving our coupons to wallet, we’ve seen significantly increased top-of-mind visibility among consumers, and we expect to achieve seven-figure sales results from our investment in 2015”.

Passworks Wallet: One for all and all-in-one!

Passworks Wallet gives to consumers the benefits and the same experience of Apple Wallet, allowing to store digital passes such as mobile coupons, event tickets, loyalty or store cards and boarding passes on Android devices with ease. And it also works offline.

Mobile wallets, such as Apple Wallet, brings great opportunities for brands to engage and communicate with their customers. On top, Apple Wallet (previous named as Passbook) is a native App which means that all consumers with iPhone have it and can automatically receive direct digital content from brands into their mobile phones. For Android users, the experience is not quite the same since Android Pay is not a native App, meaning that consumer with Android smartphones need to install a Mobile Wallet App to have access to the digital content.

Passworks Wallet
Passworks Wallet — The mobile wallet for Android users

That is why we developed our own wallet for Android:
Passworks Wallet.

For those who want to know more about the App or to create content for mobile wallets, you can always write us! 🙂

How to Impact with Proximity Marketing

Proximity marketing is at the tip of every respectable marketer’s tongue. The real question behind this coined expression is How can I impact my customers at a specific location near my store or in the store itself?

Proximity Marketing - Passworks
How to Impact with Proximity Marketing – Passworks.io

Juniper’ research provides and answer to this question, showing that in-store beacons (one of 2015 most known proximity marketing technology tool ) have consistently generated high redemption rates. As an example, Hong Kong based CTF jewelry chain saw redemptions rates approaching 60% resulting in a huge sales uplift.

Another example is Macy´s. Macy’s has deployed more than 4000 beacons in-store. Considered one of the leaders in mobile shopping in the US, they offered an in-store experience where shoppers had multiple chances to win prizes by playing the mobile-enabled Macy’s Black Friday Walk In and Win game, triggered by beacons.

“From welcoming customers to our stores as they arrive to providing more relevant messaging and special offers based on their location in the store, we will aim to better engage with shoppers through the use of beacon technology via the Macy’s App, in order to provide our valued customers with an even better, more personal shopping experience,” Mr. Veras said Macy´s Director of National Media Relations according to the Mobile Commerce Daily Magazine.

ItWire and MediaPost Magazine predict massive growth in the next 4 years: almost 2 Billion coupons delivered with beacons! Not bad for a little device that measures 3cm!

But the good news is that beacons can also be associated with mobile passes that can be installed on Apple Wallet (previously named Passbook) or other mobile wallets. A beacon can trigger a notification from the digital pass to remind customers of a promotion at a specific location. This location-based feature allows brands and retailers to either skip any type of App backend integration or to reach customers that don´t have their App installed.

Offer Christmas gift cards in E-Card format this season

Based on several sources, Passworks understands the growing opportunity and demand for retailers and brands to offer Christmas gift cards in E-Cards format this season:

 

1. According to the Retail Gift Card Association 

Shoppers have targeted the cards to everyone on their lists, and both buying and card redemption are likely to occur across a variety of channels, ranging from the physical to the digital. Awareness of technology as an option, such as mobile wallets, is on the rise.”

christmas

 

2. Other sources such as the National Retail Federation consider that consumers use Mobile Wallets for convenience as they can store cards, coupons and gift cards. For Retailers the bet is completely different  when it comes to digital content:

Robert O. Carr, CEO and Chairman of Heartland Payment Systems considers that:

Mobile Wallets are for Retailers an great opportunity to focus on getting customers into the store, increasing average basket size when in the store and getting customers to come back with loyalty after they make the purchase.”


We hope you enjoyed the content. Have a great week! 🙂

Passworks Mobile Marketing is ready for iOS 9! Are you?

 

The new iOS 9 is here and running on your iPhone, bringing impressive new features and refinements at every level. With iOS 9, Passbook has been rebranded as Apple Wallet, bringing the whole mobile wallet concept into your iPhone.

Passworks newsletter iOS 9-03

What´s new on Apple Wallet?

 

  1. Passworks newsletter iOS 9-04 From Passbook to Apple Wallet

The evolution of Passbook to Wallet offers full Apple Pay integration bringing to front and center the idea of a wallet on your phone, allowing iPhones to make secure and effortless payments at contactless points of sale, by combining ground-breaking NFC technology and Touch ID. Currently, Apple Pay is already available in the US and UK.

 

 

  1. Passworks newsletter iOS 9-05Digital Loyalty Cards Integration with Apple Wallet

Passbook already allowed to store your boarding passes, tickets, rewards cards, and more. With Apple Wallet, exists a new intelligence layer, which means that passes and Apple Wallet will better work together to provide users a more convenient system for coupons and digital loyalty cards.

With the help of Apple Wallet, Apple Pay will know exactly what card you need when you are in a store and automatically presents the right option. These new features are already being supported by Dunkin´Donuts, Walgreens Balance Rewards, MyPanera, among others. Soon, you will also be able to use your store credit cards whilst getting all the benefits by using Apple Pay.

 

This integration between Apple Pay and Wallet creates an opportunity for brands that invest in mobile wallet marketing because these digital coupons, store cards and loyalty cards will become much more relevant. With Passworks, you can easily integrate your loyalty or store cards with Apple Wallet.

Passworks newsletter iOS 9-06

 

Passworks newsletter iOS 9-07

  1. Passes supporting EAN 128 Barcode (1D Barcode)

One of the biggest changes with iOS is that it allows the usage of 1D barcodes with the support of the EAN 128 barcode format. This was one of the retailers’ major requests, due to most of them only having 1D-capable barcode readers, which would imply an investment into 2D-capable barcode readers, if 1D was not supported.

 

Passworks newsletter iOS 9-08

 

 

Passworks has already upgraded its platform to allow for the creation of passes that leverage the 1D barcode format. Now, customers can create passes with the EAN 128 barcode for iOS 9 and above users, while choosing a fallback barcode for users with iOS 8 and below, which cannot display 1D barcodes.

 

 

Passworks newsletter iOS 9-09

  1. Integration of mobile wallet content with iAD

Another great news for marketers is that Apple Wallet will now allow companies to send mobile wallet content through iAD, Apple’s mobile advertising platform. This new functionality is called Offers.

As mentioned on Apple iAD news, “Offer is a suite of services for marketers who want to develop customized dynamic messages, such as mobile coupons, that consumers can save to Apple Wallet, which is pre-installed in every iPhone”.

 

Currently, using Passworks platform, marketers can already distribute their mobile wallet content to their target audience through their ad campaign on Facebook or Twitter, via email or messages. With this feature, consumers can easily add their Pass into Apple Wallet by just clicking a button.

 

Learn more on how you can start using mobile wallets for your business and engage with your consumers in real-time, with location relevant targeting, here.

How to Use Apple Pay

Tim Cook named 2015 “the year of Apple Pay”! Apple´s mobile payment platform is a huge success and it´s getting even bigger, with an impressive number of banking partners and retail stores accepting that are growing every day.

Nevertheless, there are still two questions that are raised. How Apple Pay works and how to get the iPhone ready for it.

 

Get your iPhone ready

Before you start, you must have a compatible device and the correct iOS version.

For in-store purchase, Apple Pay is only supported by iPhone 6 and iPhone 6 Plus, and now by the new iPhone 6s and iPhone 6s Plus, due to the fact that those iPhones are equipped with NFC and also have the touch ID sensor. For in-App purchase, and additionally to the iPhones listed previously, Apple Pay also works with iPad Air 2, iPad Mini 3, iPad Mini 4 and iPad Pro.

You will also need to update the iOS version of your iPhone to 8.1 or a newest version to activate Apple Pay functionality.

Once your iPhone is setup, you will need to link a credit or debit card to use for payments. If you already have a card associated to your Apple ID account to make App Store or iTunes payments, you can choose to associate that card with Apple Pay.

Otherwise, you can also add additional cards to Passbook Wallet. Just open Passbook and tap the plus sign on the the top right corner. Tap “Add Another Card” and then follow the entry fields with the card information or speed the process by taking a picture of your card with your iPhone.

Once a card is added to Passbook, your iPhone will guide you through the entire setup process, validating your card, granting access to Apple Pay and finally to store it in Passbook. The card linked to your Apple ID will be your default card in Apple Pay but you can always change it in the future by going to Passbook settings.

 

Apple Pay on Apple Watch

Even if you are already using Apple Pay on your iPhone, you need to add your payment cards to your Apple Watch using the Apple Watch App on your iPhone.

Go to the Apple Watch App on your iPhone and tap on Passbook & Apple Pay. Then tap “Add Credit or Debit Card” and follow the instructions to add the card details and to associate it to Apple Pay. After your card is verified, you will receive a notification on your Apple Watch saying your card is ready for Apple Pay.

 

How Apple Pay works

When buying something at a physical store, you hold your iPhone close to the wireless payment terminal and then use the touch IP to finish and validate your purchase. The beauty of Apple Pay is that you don´t even need to unlock your iPhone or launch Passbook, since the phone will automatically wake up when it gets in the range of the terminal and initiates the payment process.

You can also use your Apple Watch to pay on a brick and mortar store. In those situations, you have to double press the button underneath the digital crown which will bring up your default Apple Pay card. Then, hold your Watch close to the contactless payment terminal until you hear a beep and/or feel a vibration.

If you decide to by something on online partner store using any of the Apple Pay supported devices, you will just use Touch ID to complete and validate the purchase.

Currently Apple Pay is already available in the US and in the UK. And what makes Apple Pay a success, is the growing retail acceptance and the easiness to use.

It’s the Apple season time!

Yesterday was the Apple event in San Francisco and it was massive, presenting its new lineup of products and updates. From Apple Watch bands to the new iPad Pro, passing by the new Apple TV and finishing with the announcement of the new iPhone 6S and iPhone 6S Plus.

 

Apple Watch

Apple Watches

Apple announced that the Watch was gaining new bands, with the special mention of stylish new designs from Hermes and others, and that the Apple Watch Sport had some new finishes.

Additionally, the company showcased watchOS2 that will be official released on 16th of September.

 

iPad Pro

Apple iPad Pro

Apple unveiled their ultimate and the most powerful iPad ever, the iPad Pro. This beautiful new iPad has a high definition 12.9” screen with enough screen real estate to allow split, “full-screen” multitasking.

The main details of the new iPad Pro are:

  • 9” screen rocking a 2,732 x 2,048 display,
  • 9 mm thin and 712 grams’ weights,
  • Powerful new A9X chip that is 1.8x than the A8,
  • 10 hour battery life,
  • 8MP iSight camera,
  • Touch ID, and
  • Powerful four speaker audio.

 

Combining with the iPAd Pro, Apple also introduced the iPad Keyboard and the Precise Apple Pencil.

The iPad Pro is really aiming to be a content creation machine, and to do so, Apple wanted it to have a physical keyboard to handle. The presented keyboard, is very similar to Microsoft Surface keyboard.

Apple also announced a stylus for iPad, which they dubbed as Apple Precise Pencil since is accurate “to the pixel”.

 

iPad Mini 4

Apple iPad Mini

Apple did a brief mention to the new iPad Mini 4, referring that the mini´s internals have been update and that now it had the same power as the iPad Air 2.

 

Apple TV

Apple TV

Apple revisited the Apple TV device, with a new App store (a clear believe of Tim Cook that the future of TV is apps), OS (tvOS) and a multitouch remote with a powerful Siri support. There is also a more emphasis on casual gaming with the new Apple TV.

But the star of the new Apple TV is definitely its remote with the new Siri powered touch versatile remote. The new Apple TV Remote is a Bluetooth 4.0 powered that allows user a much more advanced control due to its variety of inputs.

 

iPhone 6s and iPhone 6s Plus

Apple iPhone

Tim Cook unveiled the two new iPhones, the iPhone 6s and iPhone 6s Plus. The updated new devices bring to life several new features, from which the new 3D touch is the most interesting because it can be a major evolution in how user interact with their iPhones. These new devices have a new and improved 12MP camera that shoots 4K video.

The main details of the new iPhone 6s and iPhones 6s Plus are:

  • 3D Touch,
  • 64-bit A9 chip,
  • 12MO back camera with 4K video recording.
  • 5MP FaceTime HD and Retina Flash,
  • Extra-quick new Touch ID.
  • Better WiFi support.

 

The 3D Touch for iPhone revealed, empowers the devices to sense pressure and give tactile feedback to user. Ultimately, 3D Touch is about saving users taps and getting them to what they want more quickly.

Both new iPhones, are bringing a more quality photography experience with a new and improved 12MP iSight Cameras that can shoot 4K video. There is also a new front facing camera with 5MP HD.

During the new iPhones presentation, it was also announced the official release date of Apple´s new mobile operating system, the iOS9, which will happen on the 16th of September.

To summarise in brief words, it was a great event with very exciting new hardware presented and that finished with the sound of One Direction.

 

*The images here used are property of Apple.com