It’s been an autumn of innovation in the mobile sector. Apple launched the iPad Mini and iPhone 5 within weeks of each other, Google’s new Nexus 7 has already hit the shops – the list of new handsets and tablets arriving on the market is endless. As the manufacturers release new devices and update operating systems (OS), the challenge for email marketers is to ensure that their campaigns render correctly on whichever device the consumer uses to open their email. In this wave of mobile innovation, how can marketers conquer this complex and confusing medium?
Mobile analysis – why one-size-fits-all won’t work
It’s no surprise to see that mobile growth, and alongside this mobile innovation, is a hugely important trend. The real value for marketers lies in the varying capabilities and design of the individual handset and what this allows us to do from a creative perspective.
Put simply, all emails should not be created equally and organisations need to adopt a mobile mindset from the very early stages of a campaign if they are to capitalise on these trends. The key to achieving success through the mobile channel is to use data to understand your customers and how they are opening and engaging with your emails on the go. According to recent research by digital agency Steel, more than a third of consumers (36%) read marketing emails on their mobile, rising to 55% among 18-34 year olds – a high proportion of many marketers customer base.
Best practice in email marketing needs to involve tracking of user engagement in order to refine targeting and make it more tailored and useful to the recipient. Mobile platforms are diverse, so in order to truly deliver effective campaigns a greater degree of granularity is required. Marketers should really be tracking behaviour down to a device and OS level to develop a more accurate profile of the user. Once you have this, marketers can then look at the technical aspects and tailor the email format and function accordingly.
Progressive enhancement – what to consider
From a design perspective, we live in a very unforgiving world. Anything less than a perfect user experience could result in customer frustration, a loss on ROI or at worst, the loss of a customer. Psychology and ergonomics are playing a significant role within the design process for mobile email, contributing to the user experience and ensuring that your message is not only seen but is persuasive enough to be engaging.
This means during the design process for mobile email, you must carefully consider how your message will function and display in all situations, ensure that messaging is concise and relevant and that all potential frustrations are removed.
The most fundamental part of an email is its call to action, and how this is presented to a user is particularly important. Key things to consider are:
Traditionally, restrictions around 3G networks, most notably speed and efficiency, have often limited the ways in which consumers interact with marketing on their smart phones. Activity tends to be limited to linear, task-based steps – for example checking the local cinema site for screening times. Speed constraints across networks mean that consumers tend to focus on the task at hand.
The increase in speed that accompanies the move to 4G results in a net increase in the amount of time that users have when browsing on their mobile, offering a seamless experience and giving users more time to engage with rich content. So in the case of the local cinema, 4G users will now be able to view the latest trailers for film releases as well as checking cinema times. This transition empowers marketers, allowing them to converse with consumers in a way that is far more compelling than traditional techniques, using rich content.
Control in the hands of consumers
Marketers must also remain conscious of when and how they contact their customers in this ever -connected world. We predict that as technology continues to advance and 4G penetration becomes widespread, consumers will be given the control to classify their time differently. Similarly to the ‘work’ and ‘silent’ modes we see on current handsets that allow users to control when they are alerted to calls or texts, users will start to set stricter permissions on their time, indicating to brands when they can or cannot market to them.
Clearly, the coming few months will be a crucial for mobile marketers, with new technologies coming thick and fast. To stay on top of these developments, marketers must ensure that they remain well abreast of the possibilities that these technologies offer, and more importantly how their customer base is interacting with them. Effective tracking of customer activity is the key to harnessing new technologies to communicate efficiently and in a fashion that is welcomed.
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