RL Magazine - Know the Code

Technorati Tags: fashion,m-commerce,e-commerce,mobile web,retail,wap

I was just browsing the MyMart blog and spotted that Ralph Lauren has set up its own m-commerce site and is allowing customers to buy from it from a small selection of their ranges. You can reach the mobile site via QR code, texting in to a shortcode or going directly to the URL http://m.ralphlauren.com.

There is a common misunderstanding by high end fashion companies that their customers somehow aren't digitally minded and wouldn't dream of using the internet. I've no idea where they get that from but it certainly isn't true - Net-A-Porter and Vertu are testament to that. So I'm very pleased to see that Ralph Lauren is getting in on the mobile act.

I think the QR code thing is a bit of a red herring at the moment. The readers aren't embedded on most phones and it's a bit of a hassle to get the reader, download it, remember where it is, open the reader application, open the shutter and then take the picture of the barcode when it would be easier to text in to a shortcode or go directly to the URL. [Of course, it's a different thing once we have the software pre-installed and deeply embedded so our phones *know* when it can see a QR code and automatically give us the option to use it or not.] I digress.

I'm not a Ralph Lauren shopper (well save for a lovely pair of RL shades I got at TK Maxx and a liking for the RL fragrance Romance) so am probably not the target audience. The thought of wearing crisp white pants and a blue, red and white polo shirt fills me with dread. But I know others feel differently about these things otherwise RL wouldn't be doing nearly so well.

Anyway, I thought I'd take a closer look at the site to see what I liked (or not) about it.

First off we have the opening page. And it's just a list of banners rather than words or words and banners. And they're very difficult to read as the writing on them is tiny. If you're not familiar with RL, these may be a bit confusing anyway. There are written links further down but they don't relate to the banners and don't shed much more light.

Rather confusingly, the first option is for the QR code information. Now it seems to me that if you have found your way to the RL mobile website already, the chances are you don't need to use a QR code to get to it. As you can see below, the introduction doesn't help much either as you have to do more clicking to get to the information.

Leaving that to one side, I have a glance around at some of the other pages.

  It's not particularly inspiring and I'm not convinced huge amounts of time was spent putting the offering together.

The Definitive Guide to Ralph Lauren Style is useful and is good 'snacking' information.

The sales info is not terribly exciting - they're assuming the customer knows all about the brand and collections already, and quite frankly, I have no idea about the different collections so it would be useful to have a few words (and I mean just a few) to explain the difference between RL_Classics and The Ralph Lauren Collection as an example.

Now maybe most of the customers who find the RL mobile site are existing RL customers and know what they're after and what they're looking for without having to browse around. In which case, the site needs a search facility. The scenario is that you're looking at Vogue, Tatler or some other fashion magazine and see the Ralph Lauren advertisement with the bag you absolutely must have *now* and you're short on time. A search facility to enable that sale would be invaluable. And when you consider the price for each item in stock, a handful of sales are very important (dresses at $2,000, sandals at $700 and an imported bag at almost $20,000 and the basic polos at $75 it soon mounts up).

On the actual shopping page for the polo shirts, you were given the option as to what colour you might want and asked you your size, but there was no link to a size guide. And for the really expensive items, wouldn't you want a bit of personal service and be connected by telephone to your local sales advisor?

So, 10/10 for bothering to do something on mobile but 5/10 for implementation. More thought needs to go into who the customer is, when they might use a service like this and what service that should actually be.

RL Magazine - Know the Code

Tesco supports m-retail... or does it?

For those of you who don't know already, I spent the best part of 10 years of my working life in retail - mostly fashion, and mostly in and around London's Oxford Street and Knightsbridge. Later on in my career, I worked for ZagMe, the location based marketing company who marketed to customers via SMS at Lakeside and Bluewater shopping malls, and much of that time was spent working with retailers creating and running campaigns for them. So I have more than a passing interest in things retail.

So I've been keeping an eye on the m-retail or m-commerce world and was very interested to see that UK grocery retailer, Tesco has joined the world of m-retail after successful trials of ordering flowers via mobile for Valentine's Day and Mother's Day.

As an aside, Tesco also claims that it's wap portal is a great success attracting over 300,000 customers in December last year. And not only that, but that's it's customers are hungry for ads.

"Banner advertising served up on the portal delivered a click-through rate to tailored WAP campaign sites of between three and seven per cent, said Tesco. Brands advertising on the portal included Bee Movie, ITV, Nivea and Teletext.

Tesco said the user-base of the portal has a strong segment of female household budget owners with an average age of 36 - a demographic it said is particularly valuable for fast-moving consumer goods such as toiletries and cleaning products.
According to a survey commissioned by Tesco, more than half (60 per cent) of portal users are female and the same percentage said they visit the portal at least once a month, while 69 per cent claimed they would click on a relevant advert."

So this all bodes well for entering the world of m-commerce. So I thought I'd check it out.

Alas for me, going to http://www.tesco.com/ from my mobile takes me to the main Tesco website with no adaption for the mobile screen whatsoever - large file sizes (well comparatively large when dealing with mobile), navigation required up/down and left/right so you can't actually see anything properly.

It occurred to me that they'd probably done a mobile specific site so I also tried http://www.tesco.mobi/ and http://m.tesco.com/ and neither of those worked.

So it looks like I can't do a review of the service for you.

I then thought, well maybe it's for Tesco Mobile customers only (Tesco Mobile being the pay as you go MVNO with O2), especially since their wap portal has been such a success.

And then I saw how much data charges were on Tesco Mobile... £4 per megabyte. Yes, that's right, a whopping £4 a megabyte. And there's no mention of whether or not access to the Tesco Mobile Portal is free of charge or not. In fact, there's no mention at all of any Tesco Mobile Portal or any Tesco mobile shopping service.

There's a free Tesco sim offer on at the moment, I may give it a go although I really don't fancy spending £4 a megabyte to check out their mobile portal and m-commerce offerings.

On the commercial side of the equation, I know that 02 is heavily pushing mobile retail services and is touting Tesco as it's major success story and case study (there's even a video I've seen about it). But if you're going to make your shop invisible and then charge for entry, isn't that just a bit daft?

Hmm. What's going on?

If anyone can shed any light on what's going on with Tesco m-retail and Tesco's wap portal and relevant data charges, please let me know either via the blog or via email.

And on a parting note, I think this quote (via Silicon.com) from Ashley Schofield, head of customer management at Tesco Mobile, is somewhat ironic:

"Our customers are showing a real appetite for more products and services
through the mobile internet. Delivering more great experiences and value through
our portal is a priority for this year."

Ashley, I'm not sure how you can deliver more great experiences and more value through the portal when you're charging £4 a megabyte.

Ringtones are the thing... or are they?

Well, it's pretty busy as usual at technokitten towers so just to keep my hand in with what's hot in mobile right now, here's some Friday linkage about ringtones 'n stuff.

Tele2 is running a user-generated ringtone competition in Sweden. Unfortunately, I don't speak Swedish so I can't tell you much about it! Perhaps a Swedish speaking reader could shed some light on this for me?

Cellfish.com introduced its Mobile Threat collection of hardcore punk, metal and indie rock ringtones, videos and image downloads for mobile this week. This means that the next time you ride public transport, you just might get an earful of GWAR, Shadows Fall, Everytime I Die, Chimaira and The Devil Wears Prada – consider this your early warning notice. Cellfish Media has partnered with the Sounds of the Underground summer music tour to bring the hard rocking genre of music fans a collection of mobile entertainment to suit their tastes... I think I'll stick to the theme tune from Fame as my ringtone for now ;)

But it seems that mobile games are the new black when it comes to revenue generation rather than ringtones. That comes as no big surprise to me as you can use mp3 files now for ringtones and it's not *that* difficult to make your own from your existing mp3 files.

So it's no surprise that free mobile content seems to be gaining popularity and some serious traction. Zedge.net now has over 5 million subscribers. I'm not sure how many of these are active, or what they're actually doing, nevertheless, it's impressive.

And since April 2006, I'm reliably informed that Cellufun, has delivered close to 4 million downloads to consumers in 160 countries. Cellufun offers free, ad-supported mobile products, predominantly free games ranging from Sudoku to casino to space battles and racing games. You can join the community by going to http://wap.cellufun.com from your web-enabled mobile phone.

And if you're a mobile addict, gaming or otherwise, you can now play with your phone safely in the bath as DoCoMo has just launched a waterproof mobile phone. Actually, joking apart, this would have been handy at Glastonbury this year, I know a few folks whose phones died after getting wet in the rain or being dropped in a puddle or the mud!

Monday's mobile marketing tidbits

Blyk's delaying its launch until October. No bad thing as July and August are quiet times in retail. IMHO, Blyk should be launching in September to get the school, college and university kids signed up as they go back for the Autumn term, and that starts early September for schools and Sixth Form Colleges. Come October, we'll already be into half-term and well into silly season for Christmas which may be too late to launch something. I wonder if Blyk realises what an enormous task they've taken on? And I wonder if they've managed to sort out data charges so they can offer their customers a proper mobile content and media experience via wap or mobile internet?

Borders is extending their mobile marketing effort to provide sample chapters to customers' phones for free to promote new book titles. Details are currently a bit sketchy. I'm interested to see how this works in practice. The best example I've seen of this in the past was a poster campaign I saw at a railway station promoting a new thriller, Mr Clarinet. You texted in a keyword to a shortcode and by return, got back a link to a wapsite where you could read a synopsis of the book, part of the first chapter, find out more about the author and also click to buy the book. Perfect for whiling away 10 or 20 minutes while you are waiting for a train.

Three UK has launched 3next.mobi which is a user generated catalogue of stuff to do on your phone. A very nice idea where you can add applications and services that you like and add them in with your review of the service. It's free to join and not restricted to Three customers although it's designed specifically for Three's X-Series customers. Worth a look as an example of how to market content services. http://www.3next.mobi

And finally, Admob has now served more than 4 billion wap adverts, the last billion being published in the last 35 days. Way to go!

Glastonbury Festival goes mobile

With Auntie Beeb. Great stuff - must check that out. And they ask you to type in one of the longest wap URLs you can imagine: http://www.bbc.co.uk/mobile/radio/glastonbury2007/

Why did they do that then? It's fiddly enough to type in when you're sober, dry and mud-free. But imagine drunken, muddy, damp festi-goer trying to remember the URL and then even better, trying to tell a pal what to type in, or to text it to them to check it out. I imagine hilarity or frustration or both will ensue. I guess http://m.bbc.co.uk/glasto would be too simple or more likely, just doesn't fit in with their page naming convention.

Anyway, in true mobilist fashion, I will check out the site over the weekend and see how it shapes up.

And for those of you not coming to Mudbury, I mean Glastonbury, you can join the Glastonbury Text Club and get free alerts via text message of the latest news and updates of BBC coverage straight to your phone. Just text GLASTO to 83111. All messages are free to receive, but do check the terms and conditions anyway.

Oh, and if you're interested, the weather forecast hasn't changed much but I haven't given up hope yet.

Adult sector innovating in mobile again

Is mobile following the early days of video technology (betamax vs VHS) and internet technology and letting the adult sector lead the way? Well it looks like it from the latest offering from the folks at gay dating start-up, Anything Really Ltd, and adult mobile developer, Respond Mobile, who have just launched a new site called Real Dirty TV.

This is a gay dating site which incorporates user-generated content (think personal images and videos to share with others and rating those images and clips), social networking (I think they mean flirting, dating, chatting, messaging, arranging to meet) and blogging (keeping folks up to date with what you're up to) so really going for the whole interactive experience. The site is designed for mobile but can be previewed from a PC as well at http://www.realdirty.tv (there is an over 18s disclaimer, but I didn't venture further than that as I figured it wasn't safe for work, nor is it really my thing!).

It seems that this stuff is popular and Will Rogers, Marketing Director at Respond Mobile tells us that Real Dirty has the lowest cost of customer acquisition, highest page views and fastest sign up of any mobile site they've ever experienced and that this early success bodes well for the future of both this service and mobile social networking and user generated mobile content in general.

The team launched in beta mode and ran an offline campaign through editorial in London's highest circulation gay weekly, Boyz magazine as well as having adverts in QX Men.

Mobile advertising - all hype?

I ran a session for the Institute of Direct Marketing last week and shortly after the session I got an email from one of my students who'd picked up on this article from Simon Mansell of TBG London. Said student thought it was quite amusing and a juxtaposition of what I'd been talking about for two hours that morning.

The article's not particularly well written so, to give Simon the benefit of the doubt, maybe it was a rush job, or it was heavily edited to fit the page or maybe Simon isn't exposed to the world of mobile [yet]. Or any combination thereof. But the facts just aren't straight.

The gist of the article is that mobile advertising has failed to deliver, the example being that the Google search interface is incompatible with mobile. And to some extent I agree - at least with the mobile search issues. I don't think that problem has been fixed yet, but it will be, over time. And actually mobile search is still a very small part of the mobile advertising, let alone mobile marketing, mix.

However, Simon really missed the elephant in the room and that is wap and the related wap advertising. You may think that wap is cr@p and isn't working and is expensive and at times, I'd have to agree with you. But we are seeing flat rate data plans from the network operators, including Pay As You Go customers, and the opening of the walled gardens from the operators with T-Mobile's web 'n walk for example.

But things really are moving with wap and wap advertising. The latest M:Metrics statistics show that 89.5% of UK mobile subscribers have a mobile phone with a web browser and some 44.8% of active users access news/information at least once a week and about a third of all UK subscribers browsed or downloaded from wap in the last month. None of that is to be sniffed at. And if you look globally, active usage is very much higher in India and South Africa, where data charges are almost nil. This is a ripe environment for wap advertising.

Add to that, that big brands are using wap advertising (think Coca Cola, The Times, Adidas), and that the GSMA has launched the first mobile advertising standards in conjunction with the MMA and that Admob has already served almost 3.5 billion wap adverts in its short existence, plus the acquisitions of Screen Tonic and Third Screen by Microsoft and AOL respectively, this is becoming major league.

Wap advertising is just one element of the mobile marketing mix but it's already an increasingly important one. It occurs to me both as observer and participant in mobile marketing and advertising that this wap advertising thing is really really happening and those who choose to ignore it do so at their peril.

top tips on increasing the click thru rates of your mobile ads

I'm just wading through my emails and backlog of things to do and spotted this from the guys at award-winning Admob, the largest wap advertising network globally and is growing at a pretty fast and furious rate. I thought it was advice well worth sharing. I've added my comments in italics.

5 Tips to increase the Click thru Rates of your mobile adverts

1. Change ad text frequently. Keep your campaign fresh and get the highest ROI (return on investment) by frequently changing ad text. Customers are more likely to click on ads that they haven't seen before. [People get bored, so it's not *that* difficult to expect to have to come up with new stuff is it?]

2. Use relevant links. Be sure that the click through URL takes your audience to a relevant landing page and that the product you are promoting is easy to find. [The right landing pages are crucial on web or wap. But get it wrong on wap and it's even worse as you don't have the space to play around with navigation on a phone for someone to bother finding the right page.]

3. Customize your advert. Include the user's phone model into the text of your ad, making it more relevant and dynamic. You can do so by inserting the %phn% tag into the text of your ad. For example, "Share pictures on your %phn%" would become "Share pictures on your RAZR" to a user viewing that ad from a RAZR. [This is particularly important for mobile content providers, and probably not so relevant to non-mobile brands]

4. Be timely. Reference hot products, sales, events and holidays. Be sure to update your text once time sensitive events are over. [Don't do a T-Mobile and send out a message promoting England football mobile content a) to a non-football fan and b) the day after England lost their Euro 2004 match!]

5. Experiment often. Try new ad text and targeting. Experiment with the Run of Network offering to attract more global traffic. Continually trying new things will help you to determine what works best for your business, as well as to ensure your ads are fresh. [I would add to this that you need to monitor closely to work out what is effective and what isn't. Define what success looks like and work backwards from that and measure. What you measure will vary from brand to brand and campaign to campaign, but unless you measure, you'll not be able to compare like with like.]

Extremely useful handset and mobile web stats from m:metrics

As ever, the lovely folk at m:metrics have been doing their stuff again and have provided us with some juicy stats on the top 10 handsets in the UK by sales and by installed base. The really interesting thing for me about this is that all of the top 10 handsets by sales and 7 of the top 10 handsets by installed base have a colour screen, a camera and wap access. The future is bright, the future is mobile!

Top 10 handsets by sales (3 month average ending Jan 07) in the UK

Make	Model Name	Subscribers
Sony Ericsson	W850i	145,032
Sony Ericsson	K800i	132,978
Samsung	D900	109,752
Nokia	6230i	102,822
Samsung	E900	91,388
Nokia	N73	88,721
Sony Ericsson	K750i	87,187
LG	KG800 Chocolate	76,710
Samsung	D500	74,252
Samsung	D600	73,326

Top 10 handsets by installed base (3 month average ending Jan 07) in the UK

Make	Model Name	Subscribers
Nokia	6230i	1,614,909
Samsung	D500	981,663
Motorola	RAZR V3 Black Edition	932,762
Sony Ericsson	K800i	879,901
Nokia	6230	860,477
Sony Ericsson	K750i	792,681
Nokia	6280	781,564
Samsung	D600	774,267
Nokia	3310	769,520
Nokia	1100	744,444

They have also just announced their MeterDirect service which is the first research service to directly and continuously measure consumer mobile media behavior, unlocking mobile as a viable medium for advertisers. The first report reveals the top 5 US and UK Mobile Web Domains in February 2007.

The US sites are heavily geared towards things you would do on the internet anyway (searching, instant messaging and entertainment) whilst in the UK we're browsing the network operator sites. I wonder how much of that is an o2 user looking up what's going on on orangeworld for example or if people are loyal to their own network operator? Good to see the BBC up there though - it really is a good example of a mobile web site for usability.

Top Mobile Web Domains: February 2007
United States		United Kingdom
Domain	Company	Domain	Company
google.com	Google Inc.	google.co.uk	Google Inc.
yahoo.com	Yahoo! Inc.	o2.co.uk	O2 (UK) Ltd
msn.com	Microsoft Corporation	orange.co.uk	Orange Personal Communications Services Limited
live.com	Microsoft Corporation	bbc.co.uk	British Broadcasting Corporation
go.com	The Walt Disney Company	three.co.uk	Hutchison 3G UK Limited

Mobile Data usage is up in the UK

The Mobile Data Association (MDA) has just released it's figures for Q4 2006 and they're impressive. In the final quarter of last year, a total of 45.6m users were recorded as having used their phones for downloads and browsing the mobile internet and this averages about 15m each month up from 13m in the previous quarter. December boasts the highest average with 15.9m during that month - I wonder if getting a new handset at Christmas had anything to do with it - I expect so. And the trend is on the up so it looks like 2007 will be a year for mobile internet.

The MDA has lots of useful information about phones and the mobile internet so it's worth checking out. If you're after some help to set up your mobile phone for wap or mobile internet, then go here. And if you're after some useful or entertaining wap sites to view on your handset, then you could do worse than checking this list out.

Don't forget to watch your data charges though and if you're planning to use data services, then it's worth changing to t-mobile's web 'n walk or Three's x-series to avoid billshock.