Don't let a bad mobile web experience that prevents consumers from finding what they seek translate into sales lost.
What's the biggest challenge in mobile marketing today? Many would say that's like asking which star in the heavens is the twinkliest, or which grain of sand on a beach is the grittiest. But I think there's an answer, at least from the perspective of brands' embrace of mobile.
Too many companies still believe that because smartphone browsers can render web content, their existing website can serve them equally well as a mobile landing page. In reality, anyone who has navigated to such a PC-optimized page on a phone knows that while the content may render, web pages designed for PC screens will be squashed down, requiring the viewer to "pinch and pull" to zoom in on sections of a page. Some components may not appear at all. And the whole thing may be unappealingly slow to load. The user experience can be adequate, but it's hardly enjoyable, and companies that rely on it miss opportunities to build better relationships with their mobile customers or prospects.
In any brand's mobile strategy, building a mobile- (and in particular smartphone-) optimized version of their website should be priority one. Other things can seem important: a good app fosters high interaction rates; mobile display advertising can give great reach; location-based ads have unsurpassed relevance; messaging is ubiquitous. But for someone looking for basic information on a brand by searching or typing its URL into a smartphone browser, the page that comes up is critical, and for many companies it remains a missed opportunity to serve their mobile audience.
In the Interactive Advertising Bureau's (IAB's) recent Mobile Phone Shopping Diaries study, a desire to find product or service information was the most cited motivator of mobile commerce interactions. If a bad mobile web experience prevents consumers from finding what they seek, that can translate directly into sales lost. (Note: I work at the IAB.)
What does the IAB mean by a "mobile-optimized" website? Four things:
To examine the missed mobile opportunity, the IAB accessed the corporate websites of the Fortune 500 on a smartphone, counting which returned optimized offerings. As of May 2012, 275 companies, or 55 percent of the Fortune 500, had a mobile-optimized corporate website. Another 56 (11.2 percent) lacked a corporate mobile website, but had them for subsidiaries or brands. For example, Yum Brands hadn't yet optimized its corporate site, but Taco Bell's site is mobile friendly. Finally, 169 of the Fortune 500 (33.8 percent) had no mobile-optimized websites at all.
If 45 percent of the Fortune 500 lack a mobile-optimized corporate site today, it's likely to be even more the case with smaller firms. Even those that recognize the importance of going mobile may simply not know how. That's why the IAB has just launched a new initiative: "Tap Into Mobile," which reviews why mobile is important, shows how an existing, PC-oriented site fails mobile users, and provides a directory of service providers and solutions that can help a brand optimize its mobile web presence.
When it comes to mobilizing the web, questions abound: What about tablets? How many screen sizes/resolutions should designers optimize for? How fully baked is HTML5? Will responsive design solve all our problems? And on and on. Starting with the basics, the IAB hopes that "Tap Into Mobile" helps further the industry conversation as companies make getting the mobile web right a central part of both their mobile and digital strategies.
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As the senior director of the Interactive Advertising Bureau's Mobile Marketing Center of Excellence, Joe Laszlo plays a key role furthering the center's mission of growing the mobile interactive industry. Joe manages many of the IAB's mobile standardization, best practices, and research projects; advises both buyers and sellers of mobile media; and oversees the IAB's Mobile Committee and Tablet Committee.
Joe served as the IAB's director of research from 2007 through 2010, also managing the IAB's Mobile Committee for much of that time. During his IAB career, Joe has led IAB projects including: writing buyer's guides to mobile and tablet advertising; standardizing mobile rich media advertising; and working with the Mobile Marketing Association and MRC to establish guidelines for counting mobile web and in-app ad impressions.
Prior to the IAB, Joe had an eight-year tenure at Jupiter Research, where he started researching and writing about mobile interactivity in 2000.
Joe holds an MA from the Fletcher School of Law and Diplomacy at Tufts and a BA from Columbia. He lives in Manhattan.
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