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Aussies More Devoted To Brands They Follow On Twitter

Global researcher ExactTarget has found that Internet users across Australia are more likely to interact with brands they follow on Twitter, compared with their peers in the UK, Germany and Brazil.

According to ExactTarget’s 2013 Global Executive Summary seen by local business magazine BRW, nearly 50% of Australians with a Twitter account follows brands as they want to stay informed about the products and services they offer. Almost 40% of Aussies said they follow companies in order to get the latest news about brand developments.

Although just 6% of Australians follow brands on Twitter, these users have the potential to become a brand’s biggest advocates, so business can’t afford to ignore their influential power, commented Lee Hawksley, managing director at Exact Target Australia.

The researcher established that only consumers in France were more likely to follow a brand on Twitter in order to receive information about their latest products and services. In Brazil, about half of Twitter users follow brands in order to get discounts, while in Germany consumers do so as they want to receive alerts related to developments within the company.

Twitter account holders in the UK tend to be motivated by reasons similar to those driving Aussies to follow a brand on the micro-blogging social networking site. Some 42% of Britons follow brands to get more information concerning their personal interests and hobbies.

It also appears that Australian consumers are showing greater interest in so-called ” brand curation,” a relatively new concept gaining popularity in the UK and the US, whereby people tend to follow companies on social media that have something to do with their personal preferences rather than to get a discount or a special offer.

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Consumers Prefer Web Chats For Communication With Brands

Australian businesses have already got to grips with the opportunities that social networking sites provide in terms of delivering customer service and more than two-thirds of firms now capitalise on social media’s potential. It seems, however, that consumers are yet to come round to the opinion that these platforms are effective enough at resolving queries, as a recent study from Fifth Quadrant reveals.

Australians prefer to receive customer service via web chats rather than communicate with brands via social media channels or smartphone apps. The researcher found that web chats are considered the most useful and suitable channel for people when making general enquiries or looking to resolve technical flaws, find additional information about a product or file a complaint.

Despite the increasing popularity and importance of web chat, just a quarter of Australian businesses provide the service. For Chris Kirby, head of research at Fifth Quadrant, the strong recognition of web chat as the most useful way to contact a brand online stems from its convenience. Web chats provide help exactly when the consumer wants assistance and, when carried out the right way, it is non-intrusive and simplifies the consumer’s experience, he said as quoted by Econsultancy. Besides, companies that already offer web chat generally provide higher-quality service than those relying on social media only, according to Kirby.

Web chats, unlike social media, are generally handled by customer-oriented staff. Social media communication is generally in the hands of marketers or IT specialists, the survey found.

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App Usage Growing Among Kids In Australia

Children in Australia are gradually replacing consoles with apps for gaming, providing a great opportunity for marketers looking to reach the younger generation, a new report suggests.

Cartoon Network’s 10th New Generations survey shows that in just 18 months the percentage of kids using apps doubled to 69%, highlighting the increasing influence of technology fuelled by the growing adoption of tablets and smartphones in homes.

Cartoon Network studied the media habits of around 1,800 children and also established that they use an average of seven apps per month. Most often kids have their own device, but they also borrow one from their parents or siblings as 85% of households now have a tablet or a smartphone.

Currently, nearly half of Australian households have a tablet and 30% of children use the device to go online. About one in three parents said they spent over $10 on apps in the month before the survey took place.

Despite the huge increase in app usage, TV is still popular for kids’ entertainment and according to Peter Hammer, senior manager of strategic research at Turner Broadcasting System Asia-Pacific, it is still the most effective advertising channel on the market. The survey showed that three in four parents watched TV together with their kids in the past week. For six in seven of those polled, TV was the best way to find out what their children want.

Apps are transforming the way parents are entertaining their kids, a trend triggered by the surge in smart device ownership which gives children easier and faster access to the Internet and games, Hammers commented.

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More Australians Using Newspaper Apps

Newspapers around the world are trying to keep in pace with the surge in digital technology and the impact it is having on consumers’ behaviour. According to a report from Roy Morgan Research, Australian newspapers are also taking measures to adapt to the new environment and comply with readers’ changing preferences as to consuming content.

Despite the strong popularity of the Internet as a way of accessing information, millions of Australians still prefer reading news the old-fashioned way. A great number of consumers, however, are turning to the Internet via their tablets and smartphones to read news and newspaper publishers are developing apps to meet the growing demand for online content.

In April, Ray Morgan Research polled Australians aged over 14 to find out more about their reading preferences and attitudes towards newspaper apps, and found that 221,000 people had used the Sydney Morning Herald’s app in the past week and 199,000 had accessed news via The Age’s app. Apps developed by The Australian, the Herald Sun and the Daily/Sunday Telegraph were used by 61,000, 53,000 and 41,000 people, respectively.

Although newspaper apps are becoming an attractive way of reading news for more and more Australians, printed newspapers and their websites are not likely to become a thing of the past any time soon, according to the researcher. Consumers who use newspaper apps also seem to engage with the same newspaper mastheads in other forms across various channels, most often online but in print as well. For instance, 86% of consumers using the Sydney Morning Herald’s app also regularly visited its website over a seven-year period.

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IT Roadblocks Biggest Barrier To Website Personalisation

Nearly half of digital marketers find difficulties in adopting website personalisation due to lack of the right technology tools, new survey suggests.

Econsultancy, in collaboration with website optimisation expert Monetate, surveyed around 1,100 digital and e-commerce professionals working for brands and agencies for the purposes of its report, titled Realities of Personalisation. The researchers established that although the majority of marketers believe that personalisation is a key component of success, 47% of industry professionals face IT-related issues that prevent them from delivering a personalised visitor experiences on their web page. Some 46% of the panel mentioned legacy technology as their main obstacle to website personalisation and 44% said they did not have sufficient resources to personalise their websites.

Respondents from marketing agencies identified lack of knowledge and inability to convert data into action as the biggest barriers, cited by 54% and 51% of marketers, respectively.

Both companies and marketing agencies placed lack of budget and lack of staff as their third and fourth greatest concerns. According to Econsultancy, this implies that marketers need to do their best to prioritise resources, no matter how scant they are.

Website personalisation involves using technology to insert content that is relevant to the individual user by deploying behavioural targeting techniques to find out more about visitors’ interests and social category. It seems, however, that companies are broadly unsuccessful in gathering such insights, mainly because of the lack of a unified source from which to generate data. Some 30% of in-house marketers and 24% of agencies consider that disparate data sources hinder their efforts to use consumer insights for data personalisation.

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Why Mobile Optimisation Should Not Be Overlooked

The number of Australians using their mobile devices to visit businesses’ websites is on the rise and nowadays making use of this channel seems to be critical on the path to success. It turns out, however, that restaurant owners are yet to capitalise on this particular medium, as less than 10% of firms in the sector have made their websites mobile-friendly, new research suggests.

According to a study from Marketing 4 Restaurants, 29% of the traffic flow to restaurant websites is generated from mobile devices. Safari emerged as the most widely used browser, making up 50% of all browses in March 2013, compared to 37% the previous year.

The main problems restaurant owners encounter when optimising their websites for mobile are using flash components that eventually stop working, unreadable text on mobile screens and difficulties in navigating PDFs on devices.

Fred Schebestra, director of comparison website Finder.com.au, considers that the decision on whether to invest significant resources in the mobile version of a website is contingent on the type of business, but, in the case of restaurants and bars, making their sites mobile-friendly is extremely important, he told StartupSmart. In other sectors, if traffic comes chiefly from desktop PCs, the need for mobile optimisation is less significant and as such there are businesses who may not benefit that much from this move.

According to Jack in the Box marketing specialist Scott Robinson, however, businesses that are still wondering whether to jump on the mobile bandwagon are missing out on a great number of potential customers.

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Over Half Of Mobile Searches Resulting In Conversion Trigger Action Within An Hour

New research conducted jointly by Nielsen and Google reveals that when consumers browse the Internet for a product via their mobile devices, over half of them usually have a clear intention to buy the item.

For the purposes of their Mobile Search Moments study, the partners asked 416 participants to log any type of mobile searches they made over a two-week period in the last quarter of 2012, which produced around 6,300 queries. The searches where then analysed to show when people used their devices to search and their follow-up actions.

One of the most interesting findings from the report is the fact that 55% of the searches that triggered an action, such as going to a store, calling a business or making a purchase, did so within one hour of the initial query. This implies that mobile is probably the most critical medium for search marketers and business owners, Econsultancy says.

The report also showed that three quarters of searches triggered further action and conversions. Some 36% of the searches led to additional research, 25% resulted in visiting a retailer’s website, 25% enticed the user to visit a physical store, 17% triggered a purchase and 7% led to a phone call. On average, mobile searches triggered a minimum of two actions, according to the research.

Contrary to popular opinion that people tend to browse the Internet via their mobile on the move when a desktop PC is not available, the study revealed that most of the searches (77%) took place at home or at work, when people were likely to have access to a PC.

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Tips To Make The Most Of Mobile Communications

Today’s consumers are communicating with brands through a number of channels. They are always on the move, sending and receiving information of all types, and mobile phones are a critical component of their relationship with brands. According to the Mobile Marketing Association, one of the most widely used means of communication that has ever existed is SMS, but marketers probably wonder how to capitalise on this channel and put in everything they want to say to consumers by using just 160 characters. Lee Hawksley, managing director of ExactTarget, is has given some tips that could help brands make the most of SMS communications in an article for Business Review Australia.

One of the first things that should be considered before embracing this particular channel is becoming acquainted with your audience. After consumers agree to receive your messages, take time to explore their preferences. It’s important to know what type of messages they would be happy to read and whether they will want to receive information about special offers or product updates.

Marketers should also know that delivering unique content is key to higher engagement since batch and blast tactics can lead to mass unsubscribes. If you want to keep consumers’ interest in the messages delivered, use the insights gathered to customise your content and make it as relevant as possible. The numbers speak for themselves: just 5% of consumers would be happy to receive permission-based promotions via text, compared to 35% that prefer to receive personal communications via text.

Once you’ve won consumers’ attention, do your best to maintain it. When consumers agree to receive your messages and list an e-mail for future communications, take this golden opportunity to expand the relationship by reaching them via e-mail, Facebook and Twitter.

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Men Use Mobile Phones For Shopping More Often Than Women

Media monitoring specialist Kantar Media has found, perhaps surprisingly, that shopping via handheld devices is much more to the liking of male mobile users, Warc reports.

The researcher’s Global TGI index showed that, in both developed and emerging markets, men are more likely to use their phone to purchase products than women. The findings prove once again that technology is playing a crucial part in consumers’ buying habits and behaviours, trumping common opinion that men don’t like shopping, Kantar Media said.

In Australia, for example, the proportion of men buying products via their phones stood at 9.5% against 9.2% of women, while in the UK 12% of male mobile users said they shopped via mobile compared with 2.5% of women. Men living in the US emerged as the biggest group of m-commerce lovers, with 15.9% of survey respondents doing so against 13.3% of women. In Germany men were more than twice as likely to shop via their gadgets, as 5% of those polled said they used their phones for purchasing items versus just 1.9% of women.

Brazil and France scored similar results in the survey, where figures were 2.3% and 1.7% for the Latin American nation and 2.2% and 1.7% for the European country. Kantar found that mobile shoppers in these two markets were more inclined to make unplanned purchases. In France, 13% of mobile shoppers were likely to buy products on the spur of the moment against 6% of those using conventional shopping channels. In Brazil, 36% said they tend to make impulse purchases compared to 29% of the general population.

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Aussies Spend 14 Minutes On Social Media For Every Hour Online

For every hour online, Australians spend 14 minutes on social media outlets and forums, the latest study from marketing expert Experian reveals.

Last year, social media networking accounted for 24% of the time Australian Internet users spent on the web. Aussies also stayed nine minutes out of every hour online on entertainment sites and four minutes on e-commerce platforms. In the UK, users spend 13 minutes on social sites, nine on entertainment and six on buying products online.

Although social media accounted for a significant proportion of the time people stayed online in 2012, its usage, in comparison to other online activities, declined in both Australia and the UK. The average amount of time Australians spent on the likes of Facebook and Twitter fell from 27% in 2011 to 24% last year, while in the UK it declined from 25% to 22%. A similar drop was recorded in the US, the market with the highest social media consumption rates for the past three years, Experian noted. According to the researchers, the downtrend could be attributed to the growing popularity of 3G and 4G networks as consumers spend more time using online services on the go.

Meanwhile, news content consumption increased across all the three markets analysed, with Australians dedicating 6% of their time to reading news, more than the 5% in the UK and 4% in the US. Consumers also spent more time shopping online in 2012, particularly in the UK, where users spent 10% of their online time on retail websites against 9% in the US and 6% in Australia.