tag:www.econsultancy.com,2008:/topics/payments-2 Latest Payments content from Econsultancy 2017-07-14T14:04:40+01:00 tag:www.econsultancy.com,2008:BlogPost/69252 2017-07-14T14:04:40+01:00 2017-07-14T14:04:40+01:00 10 dazzling digital marketing stats from this week Nikki Gilliland <h3>Three in four shoppers browse elsewhere before making Prime Day purchases</h3> <p>Research from <a href="http://blog.bazaarvoice.com/2017/07/10/brands-retailers-seize-amazon-prime-day/" target="_blank">BazaarVoice</a> suggests that Prime Day shopping extends beyond Amazon, with 76% of people visiting other online retailers before making a purchase. 46% of consumers are said to visit Walmart, while 40% check Target. </p> <p>BazaarVoice also found that consumers tend to browse other retailers depending on product categories. For example, more than half of shoppers researching electronics brands will also visit Best Buy, while 49% turn to Lowe’s for researching outdoor items like hammocks or barbeques.</p> <h3>33% of consumers say they will erase personal data as GDPR comes into effect</h3> <p>A new survey by SAS suggests that nearly half of consumers plan to utilise their new rights over personal data in May 2018.</p> <p>In a poll of over 2,000 UK adults, 33% said they plan to exercise their right to remove personal data from retailers, while 33% will also ask for their data to stop being used for marketing purposes.</p> <p>17% of people said they will challenge automated decisions, and 24% will access the data that retailers hold on them.</p> <p><img src="https://assets.econsultancy.com/images/0008/7477/SAS_GDPR.JPG" alt="" width="780" height="298"></p> <h3>Prime Day is the biggest sales day of the year for Amazon so far</h3> <p>New data from Hitwise has revealed that there were 9.5m transactions processed on Amazon.com during Prime Day 2017 – making it the biggest sales day of the year so far. The day generated even more sales than last year, when Amazon processed 6.7m transactions.</p> <p>Altogether, Amazon.com accounted for 87% of all online transactions processed by the top 50 retailers on Prime Day – a day when one in every 10 visits to the site resulted in a purchase.</p> <h3>Companies experience digital performance problems once every five days</h3> <p>Research by <a href="https://www.dynatrace.com/digital-transformation-audit/" target="_blank">Dynatrace</a> suggests that organisations are encountering digital performance problems on average once every five days, with individuals across business and IT functions losing a quarter of their working lives fighting to address these problems.</p> <p>In a survey of 1,200 global IT and business professionals, 75% of respondents said they have low levels of confidence in their ability to resolve digital performance problems. 48% also stated these issues were directly hindering the success of digital transformation strategies in their organisations.</p> <p>Marketing professionals are said to lose 470 hours per year or nearly two hours every business day to addressing performance problems, while IT operations professionals lose 522 hours per year or over two hours every business day.</p> <p><img src="https://assets.econsultancy.com/images/0008/7475/Dynatrace.JPG" alt="" width="582" height="293"></p> <h3>Debit cards overtake cash payments in the UK</h3> <p>The latest <a href="https://brc.org.uk/news/2017/debit-cards-overtake-cash-to-become-number-one-payment-method-in-the-uk" target="_blank">Payments Survey</a> has revealed that debit card purchases have overtaken cash for the first time in the UK, with nearly £190bn being spent via this channel in 2016.</p> <p>Meanwhile, the share of cash transactions shrank 4.5% to account for 42.3%, leaving credit and charge cards to make up the remaining 11.4%. </p> <p>The use of contactless technology has contributed to the rise in card payments, with consumers increasingly using contactless to pay for smaller purchases. The average transaction value on cards declined from £30.53 in 2013 to £25.40 in 2016.</p> <p><img src="https://assets.econsultancy.com/images/0008/7474/Cash.JPG" alt="" width="740" height="513"></p> <h3>37% of online spend goes through Amazon</h3> <p>The success of this year’s Amazon Prime Day might be indication enough, but new research from <a href="https://info.salmon.com/amazon-king-of-jungle-research" target="_blank">Salmon</a> has also highlighted just how much the retailer dominates the ecommerce industry.</p> <p>In a survey of over 6,000 consumers across Europe and the US, Salmon found that 37% of all consumer spending goes through Amazon. This could rise, too, as 73% of consumers say they will increase their use of digital shopping channels in future.</p> <p>53% of survey respondents also said they would be more likely to buy through Prime than a retailer’s online store, while the majority of consumers feel that Amazon is ‘leading the way in digital retail’.</p> <p><img src="https://assets.econsultancy.com/images/0008/7478/Salmon.JPG" alt="" width="550" height="435"></p> <h3>Fresh grocery searches on the rise</h3> <p>From analysis of over 100m online searches in Q2, Criteo has discovered that searches for online groceries increased by 108% during the period of April to June 2017.</p> <p>With consumers relying on faster and more flexible delivery options, buying fresh produce online is becoming all the more convenient. Consequently, searches for milk, eggs and cheese all increased in the second quarter. Online searches for milk increased by 92% from the first three months of the year.</p> <h3>More than 50% of travellers look for inspiration during the planning process</h3> <p>A <a href="https://info.advertising.expedia.com/multi-national-travel-trends-in-the-tourism-industry" target="_blank">new study</a> by Expedia Media Solutions has uncovered the motivations and behaviours of travel consumers across eight countries including China, Australia and the UK.</p> <p>In all eight countries, at least 50% of travellers say they are often undecided on a destination close to booking, with most looking for help and inspiration during the planning process. More than 65% say they are influenced by informative content from travel or tourism brands.</p> <p>That being said, the research also found differences in the kind of marketing people respond to. While ads featuring deals are most likely to influence Americans, Canadians and Australians, Chinese travellers are prompted by ads with appealing imagery and informative content. Both French and German travellers place equal value on appealing deals and imagery.</p> <p><img src="https://assets.econsultancy.com/images/0008/7476/Expedia_Media_Solutions.JPG" alt="" width="780" height="363"> </p> <h3>Marketers struggling to localise content</h3> <p>According to research from the <a href="https://www.cmocouncil.org/authority-leadership/reports/328" target="_blank">CMO Council</a>, marketers are finding it difficult to localise content and tailor their output for individual media platforms.</p> <p>In a poll of 150 marketers, just 36.2% agreed they were performing well when it comes to translating creative strategies across all the necessary physical and digital touchpoints. Furthermore, just 32% believed they are succeeding in adapting branded content for different markets, audiences, and locations served by their companies around the world.</p> <p>47.7% of respondents stated that ‘localisation demands’ – e.g. language, cultural values and religion – were putting pressure on teams to deliver creative at scale. 43.9% also cited new digital formats and device types as a big challenge.</p> <h3>Emojis lose momentum as a marketing tactic</h3> <p>Research from 2016 showed that 95% of Brits were more likely to open an email if they contained emojis that juxtaposed the subject line. However, a new study by Mailjet suggests that emojis might be losing their effect.</p> <p>In a series of tests, Mailjet found open rates in the UK and the US rise by just 5% and 6% respectively when emojis accompanied the subject line.</p> <p>While the crying-with-laughter emoji was previously the most popular, Brits are now 33% less likely to open a message using the crying emoji than an email without it. The current overall best performer is the simple red heart emoji, being one of the few to generate a positive net result across all test regions with a 6% increase in open rate. </p> <p><img src="https://assets.econsultancy.com/images/0008/7479/emojis.jpg" alt="" width="540" height="540"></p> tag:www.econsultancy.com,2008:BlogPost/69132 2017-06-01T10:42:52+01:00 2017-06-01T10:42:52+01:00 How Cancer Research is using smart technology to drive fundraising Nikki Gilliland <p>So, what exactly is its aim? Here’s a bit more on Cancer Research’s scheme and why it could be a smart tactic for charities of all kinds.</p> <h3>Turning footfall into fundraising</h3> <p>In February, Cancer Research installed 10 smart benches in the boroughs of Islington and Lewisham to tie-in with World Cancer Day. However, it’s not a time-sensitive scheme, instead forming part of the charity’s fundraising campaign for 2017 – with more benches set to roll out as the year goes on.</p> <p>The locations have been specifically chosen for being high-footfall areas, meaning that the benches are highly visible to passers-by. </p> <p>Each one has integrated contactless technology so that people can donate £2 to the charity simply by tapping their debit card onto the bench.</p> <p><img src="https://assets.econsultancy.com/images/0008/6456/IMG_0376.JPG" alt="" width="500" height="666"></p> <p>This type of fundraising has proven to be hugely effective in the past, and in fact, Cancer Research has already used the same technology in store windows.</p> <p>For people who don’t carry any change – or deliberately avoid charity fundraisers (also known as ‘chuggers’ due to their occasionally pushy tactics) – the technology provides a quick and easy way to impulsively make a one-off donation.</p> <h3>Tapping into technology</h3> <p>The main difference with Cancer Research’s smart benches in comparison to the windows is that, this time, the scheme also taps into a consumer need.</p> <p>Each bench provides free WiFi as well as a mobile phone charging point – features that could prompt people to stop and sit down even if they do not realise there is a charitable link. That way, despite the benches being solar powered (and therefore free), consumers might naturally want to pay for the trade-off, with donations largely being prompted by the convenience or service they receive. </p> <p>The benches do more than just charge technology, also allowing people to discover current environmental conditions, such as noise level and air quality in the wider area.</p> <p><img src="https://assets.econsultancy.com/images/0008/6460/Smart_Benches_2.JPG" alt="" width="760" height="363"></p> <h3>Changing public perceptions</h3> <p>Another big benefit of the smart benches is that they are designed to be mutually beneficial. Not only do they help the charity raise money, but they also offer something of value to consumers, as well as enhance public spaces in London. While describing them as a 'place to rest and socialise' might be a bit of a stretch, everyone likes a nice sit-down don't they?</p> <p>As a result, the benches immediately serve as a point of difference, helping to change common perceptions about the role charities play in local communities. Instead of giving spare cash or conversely, raising money from huge fundraising events, it shows consumers that there are more accessible and innovative ways that they can donate. </p> <p>Like <a href="https://econsultancy.com/blog/68091-how-five-charities-are-innovating-with-contactless-payment-technology/" target="_blank">other examples of contactless fundraising</a>, the value for charities is just as much in the increased visibility (and different contexts), as it is in the monetary gain. Of course, the latter is a huge bonus, but like most marketing campaigns – it’s not the core aim.</p> <h3>Will other charities take heed?</h3> <p>While many charities have already adopted contactless fundraising, there are still barriers to mass adoption.</p> <p>Interestingly, Barclaycard recently led a trial of contactless donation boxes, partnering with a number of charities including the NSPCC and Barnardos to see whether it would lead to an uplift. While results suggest that it proved successful – with the average donation increasing from £1 to £3 – it’s unlikely that most of the charities involved will be able to afford to replace all their regular boxes with contactless ones in future.</p> <p><img src="https://assets.econsultancy.com/images/0008/6459/Barclaycard.JPG" alt="" width="760" height="328"></p> <p>Meanwhile, many charities still believe in the persuasion power of real people, which is lessened with standalone contactless technology. </p> <p>Having said that, it is clear that convenience is also a massive drive for consumers, and as examples like Cancer Research show – this means it’s a strategy that could be worth investing in.</p> <p><strong><em>Related reading:</em></strong></p> <ul> <li><em><a href="https://econsultancy.com/blog/67451-the-smartest-experiential-charity-marketing-campaign-you-ll-see-this-year/" target="_blank">The smartest experiential &amp; charity marketing campaign you'll see this year</a></em></li> <li><em><a href="https://econsultancy.com/blog/68781-five-ways-charities-can-encourage-more-online-donations/" target="_blank">Five ways charities can encourage more online donations</a></em></li> <li><em><a href="https://econsultancy.com/blog/66592-why-charities-need-true-digital-transformation/" target="_blank">Why charities need true digital transformation</a></em></li> </ul> tag:www.econsultancy.com,2008:BlogPost/69036 2017-04-27T10:52:19+01:00 2017-04-27T10:52:19+01:00 Six ways Aldo’s new mobile site streamlines the shopping experience Nikki Gilliland <p>Designed to make shopping more seamless across all channels, the mobile site in particular has got customer convenience in mind. Here are six features that deliver on the promise.</p> <h4>Prominent imagery and reviews</h4> <p>One major focus of Aldo’s redesign has been making it easier for mobile users to gain a more detailed view of the product – recognising that even in-store shoppers would like <a href="https://econsultancy.com/blog/9366-ecommerce-consumer-reviews-why-you-need-them-and-how-to-use-them/" target="_blank">customer reviews and ratings</a>.</p> <p>Reviews are now a prominent feature on all product pages, including information about general sizing, calf size and width. It even allows customers to give feedback on where or how they have worn the item – e.g. ‘wear it for prom or party’ – to give reviews much more depth.</p> <p><img src="https://assets.econsultancy.com/images/0008/5715/Product_pages_2.JPG" alt="" width="250"></p> <p>Alongside this, imagery is now at the forefront with photo galleries showcasing products from multiple angles. As well as giving a better view of the product, this also makes the mobile site look much more slick and polished.</p> <p><img src="https://assets.econsultancy.com/images/0008/5716/Product_pages.JPG" alt="" width="250"></p> <h4>Social tie-ins </h4> <p>Today, <a href="http://www.fourthsource.com/social-media/social-media-shopping-next-step-retail-21641" target="_blank">more than half of consumers</a> who follow a brand on social media say they do so to research products and find inspiration. In line with this changing user behaviour, Aldo has introduced user-generated content into its mobile site, with an Instagram feed embedded directly into the homepage.</p> <p>Not only does this draw on the <a href="https://econsultancy.com/blog/68409-four-key-trends-within-the-world-of-influencer-marketing/" target="_blank">power of influencers</a>, but it also helps to drive additional purchases, with the ‘Shop the look’ feature including multiple products in one image.</p> <p><img src="https://assets.econsultancy.com/images/0008/5717/Shop_the_Look.JPG" alt="" width="250"></p> <h4>In-store convenience</h4> <p>Recognising the fact that not everyone who browses online will want to checkout, the ‘Find a Store’ feature lets users locate the product to buy offline.</p> <p>Using geo-locational technology, it is super quick and easy to locate the store that’s nearest to you. With information on store opening times and an indication of how many items are in stock, it’s a highly effective way of driving offline conversions based on mobile interest. </p> <p><img src="https://assets.econsultancy.com/images/0008/5718/Find_a_store_2.JPG" alt="" width="250"></p> <h4>True-Fit technology</h4> <p>In a bid to <a href="https://econsultancy.com/blog/68477-how-six-online-retailers-are-combatting-wrong-size-returns/" target="_blank">reduce returns</a>, Aldo is another retailer to integrate True Fit – technology that helps customers find the right size.</p> <p><img src="https://assets.econsultancy.com/images/0008/5719/TrueFit_2.JPG" alt="" width="250"></p> <p>By asking users the brand and size of a shoe that fits them particularly well, it is then able to tell them whether an item will be true to size, or whether to scale up or down.</p> <p>According to research, 60% of consumers say that they would be willing to provide information like this if it meant they'd be guaranteed the perfect fit first time. When it comes to shopping on mobile in comparison to in person, this reassurance can massively increase the likelihood of a transaction.</p> <p><img src="https://assets.econsultancy.com/images/0008/5720/True_Fit_3.JPG" alt="" width="250"></p> <h4>Post-purchase tracking</h4> <p>Of course, the customer journey does not end after the point of purchase, which is nicely highlighted by Aldo’s easy tracking feature.</p> <p>Instead of hiding it within a help or customer service section, this is located towards the bottom of the landing page, with large font to catch the user’s attention.</p> <p><img src="https://assets.econsultancy.com/images/0008/5721/Easy_tracking.JPG" alt="" width="250"></p> <p>As well as being useful post-purchase, it is also likely to instil confidence in those in the early browsing stages, indicating that the brand is focused on delivering good customer service.</p> <h4>Simplified checkout  </h4> <p>Multiple forms or mandatory sign-ups are likely to increase <a href="https://econsultancy.com/blog/67120-12-ways-to-reduce-basket-abandonment-on-your-ecommerce-site/" target="_blank">basket abandonment rates</a>, and when it comes to mobile, customers have even less time for complicated processes.</p> <p>Aldo’s redesign has simplified this experience, giving users the option for a guest checkout as well as condensing everything into a single page.</p> <p><img src="https://assets.econsultancy.com/images/0008/5722/Checkout_2.JPG" alt="" width="250"></p> <p>Upfront delivery information and returns policies are also helpful for providing reassurance throughout the process, driving customers towards that all-important final purchase.</p> <p><em><strong>Related articles:</strong></em></p> <ul> <li><em><a href="https://econsultancy.com/blog/68465-eight-features-to-appreciate-on-fat-face-s-new-ecommerce-site/">Eight features to appreciate on Fat Face’s new ecommerce site</a></em></li> <li><em><a href="https://econsultancy.com/blog/66644-how-debenhams-site-redesign-led-to-ecommerce-sales-growth/" target="_blank">How Debenhams' site redesign led to ecommerce sales growth</a></em></li> </ul> tag:www.econsultancy.com,2008:BlogPost/68969 2017-04-07T12:00:00+01:00 2017-04-07T12:00:00+01:00 Four ways technology could impact restaurants in the future Nikki Gilliland <p>Today, <a href="https://pos.toasttab.com/restaurant-technology-industry-report" target="_blank">57% of consumers</a> agree that technology in restaurants improves their guest experience. And while we’ve already seen the introduction of apps and <a href="https://econsultancy.com/blog/68800-pizza-express-launches-booking-chatbot-is-it-any-good/" target="_blank">bots from restaurant chains</a>, this only marks the start of how technology might further impact the hospitality industry in years to come.</p> <p>Of course, it might not be such a smooth transition. Oracle’s <a href="https://www.traveldailynews.com/post/consumer-attitudes-on-emerging-technologies-and-their-impact-on-future-hospitality-experiences" target="_blank">Restaurant 2025</a> report suggests that consumers could find some tech a step too far, with 40% saying that being served by a robotic machine would feel invasive or strange.</p> <p>With this in mind, here’s a run down of a few examples of innovative restaurant technology that has already arrived, as well as how it could evolve in future.</p> <h3>Voice for payments and billing</h3> <p>According to Barclaycard, <a href="https://www.thecaterer.com/articles/369040/impatient-diners-want-fast-service-and-better-payment-technology-in-restaurants" target="_blank">37% of diners</a> prioritise quick service in restaurants over menu or value for money, meaning that convenient payment options are becoming increasingly popular.</p> <p>With many restaurants introducing apps that allow customers to order and pay without the need for a waiter, this demand is being met.</p> <p>Take <a href="https://econsultancy.com/blog/68889-wetherspoons-launches-order-and-pay-app-is-it-any-good" target="_blank">Wetherspoons’ Order and Pay</a>. This is a particularly interesting example, however, as it changes more than just the payment experience. Taking away the need for any social interaction at all, some have suggested it spells the end of traditional pub culture. A rather dramatic view, perhaps, especially when you consider how many other well-known chains, like Wahaca and Jamie’s Italian, are using similar technology.</p> <p>Meanwhile, other London restaurants like Rum Kitchen and Salt Yard are also incorporating bill-splitting apps, making payment even easier for big groups.</p> <blockquote class="twitter-tweet"> <p lang="en" dir="ltr">Click here to download our Order &amp; Pay app, available for iPhone and Android<a href="https://twitter.com/hashtag/OrderAndPay?src=hash">#OrderAndPay</a><a href="https://t.co/sN3tSWoS6s">https://t.co/sN3tSWoS6s</a></p> — J D Wetherspoon (@jdwtweet) <a href="https://twitter.com/jdwtweet/status/842013848987148290">March 15, 2017</a> </blockquote> <p>So how will this develop in future?</p> <p><a href="http://www.restaurantbusinessonline.com/news/starbucks-adopt-voice-recognition-ordering" target="_blank">Restaurant Business says</a> that voice could be the next step, reporting that several San Francisco-based eateries are already experimenting with a Google-supported system involving voice and facial recognition. Instead of asking for the bill and manually paying, all diners will need to say is “I’ll pay with Google” before being automatically charged. </p> <p>With suggestions that Starbucks and McDonalds are also introducing voice recognition into their apps in 2017, it could be here before you can say ‘happy meal’.</p> <h3>Staff using wearable technology</h3> <p>While smartwatches are most commonly used by consumers to track diet and fitness, we could see more restaurants utilising wearable tech in order to facilitate better customer service.</p> <p>Recently, Danny Meyer, the founder of Shake Shack, announced a partnership with Apple Watch that will integrate the technology into front-of-house service in a New York restaurant. Managers and sommeliers will constantly be alerted and informed via the watch, with information being sent about VIP guests, menu changes and complaints. </p> <p>In future, Oracle suggests that we could also see this technology infiltrating kitchens, with the Internet of Things enabling staff to ‘talk’ to appliances while they work.</p> <p><img src="https://assets.econsultancy.com/images/0008/5257/wearable.jpg" alt="" width="720" height="480"></p> <h3>Robot service</h3> <p>Robots taking over the world was once the storyline for every mediocre sci-fi movie, but it could now be the reality for the modern service industry at the very least.</p> <p>Self-service machines have overtaken humans in many restaurant chains, however this could also extend to the preparation and creation of food itself.</p> <p>Last year, Momentum Machines – a tech startup behind a fully autonomous burger-making machine - applied for a permit, indicating that it is to open a robot-only restaurant. While it’s hard to find any details on its progress or even if it's going ahead, this example shows that robots have the potential to replace both servers and chefs.</p> <p>With the prediction that <a href="http://uk.businessinsider.com/machines-may-replace-half-of-human-jobs-2016-2?r=US&amp;IR=T" target="_blank">50% of jobs</a> could be at risk from robots, it could also be a scary glimpse into the future.</p> <p><img src="https://assets.econsultancy.com/images/0008/5258/robot_waiters.JPG" alt="" width="760" height="560"></p> <h3>Virtual reality experiences</h3> <p>Lastly, while the likes of Heston Blumenthal has been experimenting with dining as a sensory experience for years, it’s now going beyond what’s on the actual plate, with virtual reality being used to transport diners to another place entirely.</p> <p>Samsung is one of the first tech brands to get on board, rolling out its Gear VR glasses to restaurants that want to create more than just a bog-standard meal.</p> <p><img src="https://assets.econsultancy.com/images/0008/5259/Samsung_VR.JPG" alt="" width="760" height="339"></p> <p>Even more mind-bending is Project Nourished, a New York-based tech company which builds solutions for ‘fine dining without concern for caloric intake or other health-related issue’. In other words, it uses tech to trick us into thinking we’re eating foods we're not.</p> <p>It’s as bonkers as it sounds. But what’s even crazier is that we can do this, yet we can’t make aeroplane food taste nice. </p> tag:www.econsultancy.com,2008:BlogPost/68891 2017-03-15T11:37:14+00:00 2017-03-15T11:37:14+00:00 Realising the potential of mobile analytics [infographic] Nikki Gilliland <p>According to research by Google and Econsultancy, leading marketers are 75% more likely than the mainstream to have moved to a more holistic model of measurement in the last two years. What’s more, leading marketers are 83% more likely to than their peers to include cross-device data. </p> <p>Of course, the latter doesn’t just mean looking at <em>what</em> consumers are buying, but taking into consideration all moments that matter in order to gain a complete view of the consumer journey. And more importantly: using it to inform decision-making.</p> <p>For further information on this, you can download Econsultancy’s <a href="https://econsultancy.com/reports/driving-growth-with-measurement-in-a-mobile-world/" target="_blank">Driving Growth with Measurement in a Mobile World</a> report, published in association with Google. You can also check out more related stats in the Google infographic below.</p> <p><a href="https://www.thinkwithgoogle.com/infographics/mobile-measurement-potential-drive-growth.html" target="_blank"><img src="https://assets.econsultancy.com/images/0008/4638/infographic.jpg" alt="" width="700" height="3297"></a></p> tag:www.econsultancy.com,2008:BlogPost/68889 2017-03-14T14:26:58+00:00 2017-03-14T14:26:58+00:00 Wetherspoons launches ‘Order and Pay’ app: Is it any good? Nikki Gilliland <p>While a few restaurant chains have introduced similar apps before, it’s a bold move by Britain’s biggest pub chain, with the potential to change service in its famous watering holes forever. But will it catch on? More to the point, is it any good? Here are my thoughts. </p> <h3>Ordering made easy</h3> <p>The premise of Order and Pay is exactly as it sounds. In a nutshell, it allows you to peruse the menu, order and pay without the need for any interaction with staff. </p> <p>It’s very simple to use. When you download the app, it will automatically detect your location, allowing you to select the Wetherspoons you are in or view a list of pubs nearby. </p> <p><img src="https://assets.econsultancy.com/images/0008/4613/Spoons_1.png" alt="" width="250">  <img src="https://assets.econsultancy.com/images/0008/4612/Spoons_3.png" alt="" width="250"></p> <p>You can then view the food and drinks menu, before selecting your table and what you would like to order. With the option to pay via PayPal or debit card, checking out is fuss free, and an automatic system takes any discounts or offers into consideration on your behalf.</p> <p><img src="https://assets.econsultancy.com/images/0008/4614/Spoons_menu_2.png" alt="" width="250">  <img src="https://assets.econsultancy.com/images/0008/4615/Spoons_9.png" alt="" width="250"></p> <h3>What are the benefits?</h3> <p>Wetherspoons describes its app as an ‘innovative solution’ for everyone from families to large groups of mates. If you are dining with children, for instance, you won’t have to leave them alone at the table. Similarly, it also takes away the need to navigate a packed pub with a massive tray of drinks.</p> <p>Of course, it also provides you with a great excuse to be lazy as well as to avoid any social interaction with employees. Naturally then, some have suggested that it will bring a sad end to the inherently social experience of going to the pub, where queuing at the bar is part and parcel of it all - just like Wetherspoons' sticky carpets or its gut-busting breakfasts.</p> <p>On the flip side, there’s the argument that it can only improve the experience for customers. We can all relate to waiting ages to be served or trying to locate a soggy menu – why risk that scenario when you can avoid it entirely? While the technology can only take you so far - with service still reliant on staff once the order has been taken - there’s no doubt that the technology facilitates a much more streamlined experience in the initial stages.</p> <p>One of the biggest benefits is also the fact that it draws greater attention to what you are actually ordering. For example, you might go to the bar and order a glass of wine and a main meal without thinking much about price or nutritional info. With the app, however, you are presented with the various prices, sizes, calories and optional extras before checking out.</p> <p>Granted, if you're eating in a Wetherspoons, you probably don't care <em>that</em> much, but it could still help some customers make more considered and better informed choices.</p> <p><img src="https://assets.econsultancy.com/images/0008/4616/Spoons_14.png" alt="" width="250">  <img src="https://assets.econsultancy.com/images/0008/4617/Spoons_15.png" alt="" width="250"></p> <h3>What other features does it offer?</h3> <p>The Order and Pay aspect of the app is undoubtedly its main draw, however it has a few additional features that are also worthy of a mention.</p> <p>First, it includes a reorder option that conveniently lets you order the same again – pretty handy when there are lots of you. Secondly, a comprehensive allergen and nutrition menu lets you view detailed information at a glance, although it's not really mobile optimised.</p> <p><img src="https://assets.econsultancy.com/images/0008/4618/Spoons_10.png" alt="" width="250">  <img src="https://assets.econsultancy.com/images/0008/4611/Spoons_6.png" alt="" width="250"></p> <p>There's also a decent amount of information on top of the actual menu, including an ‘about’ section on the specific pub you’re in, as well as its contact details and opening times. You can build a list of your favourite Wetherspoons, too, which is a feature that regulars are sure to appreciate.   </p> <h3>Will it catch on?</h3> <p>There’s no doubt that the Order and Pay app is something of a novelty – its introduction is likely to be met with intrigue by many of Wetherspoon’s younger visitors. However, it has to be said that it isn't actually that useful for the fit and able customer. Instead, it’s more likely to help people who have trouble carrying drinks or queuing up for long periods of time – perhaps an older demographic that, ironically, will naturally be less likely to use it.</p> <p>Regardless, by simply taking away the hassle of queuing, it may well to appeal to all generations. </p> <p>With bar staff also still ready and willing to take orders at the bar, it’ll be interesting to see whether customers will use the technology once the novelty has worn off.</p> <p><em><strong>More about apps:</strong></em></p> <ul> <li><em><a href="https://econsultancy.com/blog/68872-five-excellent-features-of-uswitch-s-energy-switching-app/" target="_blank">Five excellent features of uSwitch’s energy-switching app</a></em></li> <li><em><a href="https://econsultancy.com/blog/68729-a-review-of-litsy-the-social-media-app-for-book-lovers/" target="_blank">A review of Litsy: The social media app for book lovers</a></em></li> <li><em><a href="https://econsultancy.com/blog/68688-four-key-features-to-appreciate-about-google-trips/" target="_blank">Four key features to appreciate about Google Trips</a></em></li> <li><em><a href="https://econsultancy.com/blog/68206-ubereats-vs-deliveroo-a-comparison-of-the-app-user-experience/" target="_blank">UberEats vs. Deliveroo: A comparison of the app user experience</a></em></li> </ul> tag:www.econsultancy.com,2008:BlogPost/68857 2017-03-03T10:43:00+00:00 2017-03-03T10:43:00+00:00 Device-centric analytics might be giving you inaccurate conversion rates Nikki Gilliland <p>Here are a few more key points from <a href="http://www.criteo.com/resources/cross-device-commerce-report-h2-2016/">Criteo’s report</a>, illustrating why retailers should take multiple devices into consideration. </p> <h3>The danger of undervaluing consumers</h3> <p>First, the report highlights how retailers should forgo a device-centric analytics strategy for a user-centric one. Instead of a singular point of view, the latter enables a comprehensive understanding of the entire consumer journey, including browsing behaviour and intent. </p> <p>If retailers merely concentrate on behaviour from a single device, they could be missing out on vital information such as at what point shoppers are abandoning their basket, or what might increase the chances of a conversion. With one-third of purchase journeys taking place across multiple devices, retailers could also be miscalculating key metrics.</p> <p>What’s more, the report found that conversion rates are on average 1.4 times higher from cross-device measurement than those seen through a device-centric approach – retailers risk highly undervaluing and therefore underinvesting in consumers as a result.</p> <p><img src="https://assets.econsultancy.com/images/0008/4297/Criteo_1.JPG" alt="" width="740" height="675"></p> <h3>Helping to optimise the consumer experience </h3> <p>So what can a user-centric view give us? In short - greater accuracy. </p> <p>Criteo found that consumers actually view more products, add more items to basket, and checkout more than traditional analytics might suggest.</p> <p><img src="https://assets.econsultancy.com/images/0008/4298/Criteo_2.JPG" alt="" width="712" height="656"></p> <p>With a cross-device strategy, retailers can utilise this information, becoming better equipped to optimise the overall <a href="https://econsultancy.com/blog/67168-so-what-exactly-does-customer-experience-cx-mean/">consumer experience</a>. For instance, in the context of targeted offers and discounts or promoting one-click checkout – both factors that could help to encourage a mobile purchase.</p> <p>Similarly, the idea that people use their smartphone to research before only buying on desktop should be buried. This is no longer the case for the majority of consumers, with mobile being continuous and ever-present regardless of the device the final purchase is made on.</p> <h3>Cross-device shopping seen in all categories</h3> <p>In terms of retail categories, it appears that no one is exempt from the multi-device consumer journey. While fashion consumers remain some of the biggest adopters of smartphone shopping, all types of retailers are seeing an increase in mobile transactions.</p> <p>Interestingly, sporting goods has seen one of the biggest leaps, with its mobile share of transactions growing 30% year-on-year, overtaking mass merchants and health and beauty.</p> <p>Now, as many sports brands aim to capture consumer interest through <a href="https://econsultancy.com/training/courses/online-community-management/">community management</a> and social media, it’s not unusual for product discovery to occur in spaces other than a main ecommerce site. Take Nike or Adidas Originals, for example. The latter is well-known for driving interest in new product launches through <a href="https://econsultancy.com/blog/68785-how-adidas-originals-uses-social-media-to-drive-sales/" target="_blank">creative content on social</a>.</p> <p><img src="https://assets.econsultancy.com/images/0008/4299/Criteo_3.JPG" alt="" width="708" height="674"></p> <h3>Apps outperforming mobile browsers</h3> <p>Lastly, with retailers capturing 55% of transactions via apps versus 45% on mobile, Criteo suggests that retailers should invest in <a href="https://econsultancy.com/blog/66837-three-points-to-consider-when-developing-a-mobile-app-strategy/" target="_blank">mobile apps</a> wherever possible. </p> <p><img src="https://assets.econsultancy.com/images/0008/4300/Apps_Criteo.JPG" alt="" width="569" height="335"></p> <p>That being said, transactions are not the only reason to invest in them. </p> <p>Now, more consumers are using apps in conjunction with the physical shopping experience, using them in-store to redeem discounts, compare prices and read reviews. With mobile playing a role in all parts of the consumer journey - from browsing to purchasing - this means retailers must ensure the user experience is consistent and seamless.</p> <p>Not <em>only</em> for mobile, of course, but across all devices and platforms.</p> <p><strong><em>Related reading:</em></strong></p> <ul> <li><em><a href="https://econsultancy.com/blog/68369-five-ways-to-improve-your-cross-device-marketing/" target="_blank">Five ways to improve your cross-device marketing</a></em></li> <li><em><a href="https://econsultancy.com/blog/67132-cross-device-tracking-in-the-affiliate-channel-which-method-is-best/" target="_blank">Cross-device tracking in the affiliate channel: Which method is best?</a></em></li> </ul> <p><em><strong>For more on this topic, be sure to check out Econsultancy's <a href="https://econsultancy.com/reports/topics/mobile/" target="_blank">mobile research</a>.</strong></em></p> tag:www.econsultancy.com,2008:BlogPost/68767 2017-02-07T10:28:08+00:00 2017-02-07T10:28:08+00:00 How retailers are targeting mobile shoppers this Valentine’s Day Nikki Gilliland <p>With last-minute and on-the-move gift buying a real (if somewhat depressing) phenomenon, retailers need to ensure they are meeting the demand.</p> <p>With this in mind, here’s how retailers are targeting Valentine’s Day shoppers on mobile.</p> <h3>Debenhams</h3> <p>Debenhams is targeting consumers early this year, sending out a Valentine’s Day email before the end of January. With a growing number of people <a href="http://www.zdnet.com/article/consumers-prefer-marketing-offers-via-email-over-social-media-according-to-new-study/" target="_blank">using smartphones to check email</a>, this tactic is effective for prompting mobile shoppers.</p> <p>With a focus on gift guides, the creative is a fairly standard affair.</p> <p><img src="https://assets.econsultancy.com/images/0008/3584/Debenhams_subject_line.JPG" alt="" width="250"></p> <p><img src="https://assets.econsultancy.com/images/0008/3583/Debenhams_email.JPG" alt="" width="250"></p> <p>Debenhams is already promoting Valentine’s Day quite heavily on its mobile site, too, using a prominent homepage banner.</p> <p>However, the banner sends users straight to the lingerie category rather a general category page. Which is an odd move, as it could be sending mobile shoppers towards items they might not be interested in, which is potentially very disruptive.</p> <p><img src="https://assets.econsultancy.com/images/0008/3586/Debenhams.JPG" alt="" width="250">  <img src="https://assets.econsultancy.com/images/0008/3587/Debenhams_3.JPG" alt="" width="250"></p> <p>Luckily, it also promotes an ‘Editor’s Picks’ article from the Debenhams blog, which points consumers to the various other items on offer.</p> <p><img src="https://assets.econsultancy.com/images/0008/3588/Debenhams_2.JPG" alt="" width="250"></p> <h3>Firebox </h3> <p>Firebox is another adopter of Valentine’s Day-themed emails, using a humorous tone and personalisation elements to tempt consumers into clicking through to the mobile site.</p> <p><img src="https://assets.econsultancy.com/images/0008/3595/Firebox_email.JPG" alt="" width="250"></p> <p>Unfortunately, the mobile experience is less than inspiring.</p> <p>All Valentine’s Day items are lumped into a single category (with no filters for him or her, etc.)</p> <p><img src="https://assets.econsultancy.com/images/0008/3595/Firebox_email.JPG" alt="" width="250">  <img src="https://assets.econsultancy.com/images/0008/3598/Firebox_2.JPG" alt="" width="250"></p> <p>This means users are required to endlessly scroll through potential gift ideas, which could quickly lead to boredom and higher abandonment rates.</p> <p>It would make sense to incorporate some kind of sorting system, at the very least, to help channel mobile browsing.</p> <h3>H&amp;M</h3> <p>H&amp;M is not promoting February 14 too heavily on mobile, choosing instead to include subtle category banners towards the bottom of the homepage.</p> <p>The curated children’s category is an original approach, which nicely balances out its focus on stereotypical Valentine’s Day gifts elsewhere.</p> <p><img src="https://assets.econsultancy.com/images/0008/3600/H_M.JPG" alt="" width="250"></p> <p>Again, lingerie seems to be a big theme, with an email that oddly relates ‘luxurious’ to skimpy underwear. </p> <p>With no indication of any other related categories, this could lead mobile users to assume it's the only option from H&amp;M.</p> <p><img src="https://assets.econsultancy.com/images/0008/3601/H_M_subject_line.JPG" alt="" width="300" height="61"></p> <p><img src="https://assets.econsultancy.com/images/0008/3602/H_M_email.JPG" alt="" width="250"></p> <h3>Tesco</h3> <p>Last year, sales of flowers increased by a whopping 220%, making it the biggest Valentine’s Day category of all.</p> <p>Unsurprisingly, many retailers have cottoned on to this, with the likes of Tesco using the category to drive sales on mobile.</p> <p><img src="https://assets.econsultancy.com/images/0008/3603/Tesco_1.JPG" alt="" width="250"> <img src="https://assets.econsultancy.com/images/0008/3604/Tesco.JPG" alt="" width="250"></p> <p>While the homepage banner is restrained, Tesco is ramping up the incentives by offering free delivery and a free vase if you order online.</p> <p>I also noticed that Tesco is now prompting customers to sign up for alerts when new items come into or back into stock – a tactic which could help to turn mobile browsers into buyers at a later date.</p> <p><img src="https://assets.econsultancy.com/images/0008/3605/Tesco_3.JPG" alt="" width="250"></p> <h3>Thorntons</h3> <p>Despite a <a href="https://econsultancy.com/blog/68535-thorntons-fudges-site-relaunch-asks-customers-to-re-register/" target="_blank">relaunch marred by migration problems</a>, Thorntons is hoping to bounce back with an effective Valentine’s Day campaign.</p> <p>The creative is one of the most appealing I’ve seen, capitalising on pretty imagery and the sleek new design of its mobile site.</p> <p><img src="https://assets.econsultancy.com/images/0008/3606/Thorntons_2.JPG" alt="" width="250"> <img src="https://assets.econsultancy.com/images/0008/3607/Thorntons.JPG" alt="" width="250"></p> <p>The navigation is somewhat of a mixed bag, however.</p> <p>While there is the option to sort the Valentine's Day category by best sellers or price, there's no option to filter by type of gift, meaning users are left scrolling or searching elsewhere on-site.</p> <h3>House of Fraser</h3> <p>House of Fraser has nicely incorporated Valentine’s Day on its mobile site, making gifts front and centre on the homepage.</p> <p><img src="https://assets.econsultancy.com/images/0008/3608/House_of_Fraser.JPG" alt="" width="250"> <img src="https://assets.econsultancy.com/images/0008/3609/House_of_Fraser_2.JPG" alt="" width="250"></p> <p>It’s also one of the easiest mobile browsing experience I’ve come across, breaking down categories by gender and price. Likewise, it allows users to further filter by type of gift.</p> <p>Instead of bombarding users with a particular category (e.g. lingerie) or lumping all items together, it aids the mobile journey and nicely showcases relevant items.</p> <p><img src="https://assets.econsultancy.com/images/0008/3610/House_of_Fraser_3.JPG" alt="" width="250"></p> <h3>Lush</h3> <p>Lastly, Lush is a good example of how to use seasonal holidays to drive sales.</p> <p><img src="https://assets.econsultancy.com/images/0008/3611/Lush.JPG" alt="" width="250"> <img src="https://assets.econsultancy.com/images/0008/3614/Lush_2.JPG" alt="" width="250"></p> <p>By creating a specific range of products for Valentine’s Day and promoting it across all channels, it aims to capture consumer attention and increase spending (even though mobile users might not even be browsing for this reason).</p> <p>I particularly like how the creative does not mention 'gifts', meaning that consumers won’t be discouraged from buying regardless of relationship status.  </p> <p><img src="https://assets.econsultancy.com/images/0008/3613/Lush_3.JPG" alt="" width="250"></p> tag:www.econsultancy.com,2008:BlogPost/68517 2017-01-27T14:28:59+00:00 2017-01-27T14:28:59+00:00 What is Zelle and why haven't you heard of it? Arliss Coates <p>It could be that banking is about to take a major and disruptive step toward digital, but how are digital transactors supposed to catch on to Zelle without a prior marketing campaign?</p> <p>Though it was in August of 2016 that the Wall Street Journal first broke word of the banks' coming "<a href="http://www.wsj.com/articles/americas-biggest-banks-have-a-new-name-for-their-venmo-killer-zelle-1472047872">Venmo-killer</a>," spasmodic coverage by a few publications in August and October has slackened to total media silence in the time since.</p> <p>My own cursory quizzing of colleagues and tech-savvy friends on the existence of Zelle mostly confirms what one might expect: no one has heard of this thing.</p> <p>As advertising in American banking goes, Zelle's understated introduction to the world is a definite departure from the norm; JPMorganChase, promoting a payment feature much like Zelle, though exclusively for Chase customers, launched a sweepstakes to promote awareness, while Bank of America takes care to promote the updates to its mobile app with large red letters on the <a href="https://www.bankofamerica.com/">BoA homepage</a>.</p> <p>As TechCrunch reported in October, the current list of banks enrolled in the Zelle program includes the United States' four largest - JP Morgan Chase, Bank of America, Wells Fargo and Citigroup - as well as Ally Bank, BB&amp;T, BECU, Capital One, Fifth Third Bank, FirstBank, First Tech Federal Credit Union, Frost Bank, Morgan Stanley, PNC, USAA, and U.S. Bank.</p> <p>That's an impressive lineup!</p> <p>But more importantly, most <a href="http://www.slate.com/articles/technology/safety_net/2015/02/venmo_security_it_s_not_as_strong_as_the_company_wants_you_to_think.html">Venmo users</a> don't know why Venmo needs fixing. As it happens, the near ubiquitous app has two major security problems:</p> <h4>Account theft</h4> <p>Venmo is an app, and apps live on phones. Because users often leave themselves logged into Venmo, fortunate phone thieves sometimes find themselves in possession of more than just an expensive device.</p> <p>Worse still, Venmo users who connect their credit cards, debit cards and/or routing numbers to the app may find themselves robbed of larger sums than just their Venmo balances.</p> <p>Cases like that of <a href="https://www.scu.edu/is/secure/blog-news-and-events/blog-posts/is-venmo-safe.html">Chris Grey</a>, a New York web developer who discovered the theft of $2,850 from his routing number-linked Venmo account, should give pause to those looking for easier ways to transact from their mobile phones.</p> <h4><strong>The bogus check method</strong></h4> <p>As others have pointed out, Venmo is not instantaneous, though it would like you to believe that it is.</p> <p> <img src="https://assets.econsultancy.com/images/resized/0008/3108/venmo_screenshot-blog-flyer.png" alt="" width="470" height="829"></p> <p>Its "so-and-so has paid you <em>x</em> for <em>y</em>" message leads many to believe that transactions performed through the app move money the moment a user presses the pay button. In fact, Venmo transactions take a couple of days to process, and are therefore more similar to checks than to QuickPay systems like the one Chase bank provides its customers for intra-bank use.</p> <p>Taking advantage of this common misunderstanding of Venmo's operating procedure, fraudsters cheat vendors the same way one would with a bogus check.</p> <p>The practice of "paying" for a service, receiving the service, and then cancelling payment before the transaction can be processed is the reason Venmo encourages users to limit their use of the app to transferring funds between friends, relatives, and trusted acquiantances.</p> <h4><strong>What Zelle's pitch <em>should </em>be</strong></h4> <p>By being a non third-party service, Zelle largely solves the former problem, and by being truly instantaneous in its transactions, completely solves the latter. It's hard to see how adopting Zelle <em>wouldn't</em> be a good idea.</p> <p>This makes the decision by Zelle's backers not to inform the public of Venmo's flaws through an information campaign an odd one. The PayPal-owned app already defends itself from a position of strength, enjoying a good amount of brand loyalty from its users, as Fortune <a href="http://fortune.com/2014/11/04/venmo-makes-payments-easy/">points out</a>.</p> <p>Furthermore, Venmo's customer base is millennial. Even without <a href="http://www.theatlantic.com/business/archive/2014/10/millennials-really-dont-like-big-banks-thats-going-to-disrupt-the-financial-services-world/425799/">millennial antipathy</a> to the banking sector, the 18-40 year old market is notoriously tough to win over.</p> <p>Digital marketers, take note - it will be an instruction to watch how this banking alliance tackles a tough set of marketing problems after a bad start.</p> tag:www.econsultancy.com,2008:BlogPost/68623 2016-12-09T12:57:00+00:00 2016-12-09T12:57:00+00:00 10 juicy digital marketing stats from this week Nikki Gilliland <p>Don't forget to download the <a href="https://econsultancy.com/reports/internet-statistics-compendium" target="_blank">Internet Statistics Compendium</a> for further insight.</p> <p>Now, let's get straight to it.</p> <h3>British retail to gain a boost from ‘fly-in’ shoppers</h3> <p>According to lastminute.com, London stores are set to get a big boost from Spanish and Italian travellers this weekend, with many taking the opportunity to shop while travelling during Europe’s Immaculate Conception public holiday. </p> <p>Data suggests that that 11% of Spaniards and 10% of Italians that booked to travel through the site will arrive in London this weekend.</p> <p>Combined with the weak pound, this makes the UK capital the top destination for international shoppers.</p> <h3>Emails proven to be effective for prompting purchases after abandonment</h3> <p>Abandoned-basket emails are key to encouraging consumers to complete a transaction according to Experian’s Q3 Email Benchmark Report.</p> <p>It found that customers who receive multiple abandonment emails are 2.4 times more likely to complete a transaction than customers who receive only one.</p> <p><img src="https://assets.econsultancy.com/images/0008/2285/Experian_Report.jpg" alt="" width="600" height="441"></p> <h3>75% of retailers aren’t listening to customer feedback</h3> <p>According to the <a href="http://www.ecommera.com/retail-superhero/" target="_blank">latest research</a> from eCommera, there is an increasing gap between retailers’ perceptions of the customer experience and the actual reality. </p> <p>In interviews with 500 European retailers, 99% claimed to measure customer loyalty, but only 25% said they use customer feedback to do so. Instead, the majority rely on the number or value of purchases.</p> <p>Large businesses in particular appear to be failing here, with retailers that have a turnover of over £500m per annum claiming 38% of customers are ‘loyal’.</p> <h3>Eight in ten consumers find misleading business info from search</h3> <p>A new survey from Yext has revealed how critical inaccuracies in online business data is misleading consumers.</p> <p>In a survey of 2,000 consumers, eight in ten reported encountering incorrect information about a business when searching online, with 43% of consumers saying that this was not a rare occurrence.</p> <p>The research also found 65% of large UK businesses have incorrect addresses listed online, with 33% listing incorrect phone numbers. </p> <h3>Over half of minority groups feel under-represented in UK ads</h3> <p>The ‘Reflecting Modern Britain’ report by Lloyds has discovered that just 47% of consumers in the UK feel accurately portrayed in advertising.</p> <p>With just 19% of people featured in ads coming from minority groups, there still appears to be a lack of fair representation in the media.</p> <p>The report shows that, while disabled people represent 17.9% of the population, just 0.06% feature in the ads included in the study. </p> <p>Similarly, 0.29% of single parents feature in ads, despite the fact that they make up 25% of the population.</p> <p>Lastly, 35% of survey respondents feel the Asian community did not feature enough in ads, and 31% thought mixed race people were under-represented.</p> <p><img src="https://assets.econsultancy.com/images/0008/2286/Lloyds_study.jpg" alt="" width="740" height="511"></p> <h3>Local businesses prefer to advertise on Facebook </h3> <p>A new report by Borrell Associates has found that local businesses favour Facebook over any other social media platform to advertise.</p> <p>In a survey of 7,564 US businesses that had recently purchased local advertising, 84% now have a social media presence - a figure up from just 57% in 2011.</p> <p>From this percentage, 96% are on Facebook, with 80% having their own Facebook page and 62% buying Facebook ads.</p> <p>Just 51% of local businesses on social media have a Twitter account and 34% use Instagram.</p> <h3>31% of consumers use smartphones to click-through and buy from email </h3> <p>The DMA’s Consumer Email Tracker 2016 report has found that email remains the most-used medium for reaching consumers.</p> <p>Furthermore, 51% of consumers access emails with a smartphone. This percentage also rises to 69% for younger respondents, meaning that smartphones have overtaken desktop as the primary way for young people to access email.</p> <p>The report also found that 41% of millennials have two email addresses, with one often used as a ‘ghost’ account to screen marketing messages.</p> <p><img src="https://assets.econsultancy.com/images/0008/2287/Millennial_emails.jpg" alt="" width="560" height="750"></p> <h3>‘Chewbacca Mom’ is the most viewed Facebook Live video of 2016</h3> <p>It’s that time of year again, when brands look back at the biggest and most talked-about moments of the year.</p> <p>Facebook has just revealed the top ten most viewed Facebook Live videos, with ‘Chewbacca Mom’ taking the top spot.</p> <p>The top five include:</p> <ol> <li>Candace Payne: <a href="https://www.facebook.com/candaceSpayne/videos/10209653193067040/">Chewbacca Mom</a> </li> <li>Ted Yoder: <a href="https://www.facebook.com/tedyoder/videos/10153787061705895/">Soundscapes</a> </li> <li>Buzzfeed: <a href="https://www.facebook.com/BuzzFeed/videos/10155300775200329/">Countdown to the next presidential election</a> </li> <li>Atlanta Buzz: <a href="https://www.facebook.com/atlbuzz/videos/10155052739929832/">People are lining up to hug police officers in Dallas</a> </li> <li>NBC News: <a href="https://www.facebook.com/NBCNews/videos/1562519697101388/">Election results</a> </li> </ol> <p><iframe src="https://www.facebook.com/plugins/video.php?href=https%3A%2F%2Fwww.facebook.com%2FcandaceSpayne%2Fvideos%2F10209653193067040%2F&amp;show_text=0&amp;width=400" width="400" height="400"></iframe></p> <h3>46% of millennials plan to Christmas shop from their smartphone</h3> <p>Catchpoint has revealed how UK consumers are doing their Christmas shopping this year, with younger consumers three times more likely to use their smartphone than older consumers.</p> <p>A big reason appears to be convenience and lower stress levels, with 42% of millennials saying that shopping on their smartphone would result in a happier Christmas gift shopping experience compared to just 29% of older shoppers.</p> <p>Regardless of age, Catchpoint also discovered that bed is the preferred location for shopping online, followed by a desk during a lunch break.</p> <p>Interestingly, a third of millennials also cite a <a href="https://econsultancy.com/blog/68560-five-compelling-reasons-to-offer-free-wi-fi-in-store" target="_blank">lack of Wi-Fi</a> as a reason they’d be put off from Christmas shopping in-store. </p> <p><img src="https://assets.econsultancy.com/images/0008/2288/mobile_shopping.jpg" alt="" width="700" height="370"></p> <h3>Facial tracking reveals John Lewis to be the most engaging Christmas ad</h3> <p>John Lewis’s ‘Buster the Boxer’ is officially the most engaging festive ad, according to the results of a Realeyes study which measures viewers’ emotions by tracking facial expressions.</p> <p>The study involved measuring the emotional reactions of 4,450 people who watched a total of 65 ads.</p> <p>Taking the top spot with 94.8% on the emotionally compelling scale was John Lewis, narrowly beating The Body Shop’s Jungle Bells, which scored 94.1%.</p> <p>While the latter was the highest scoring ad among men, the Robert Dyas’ spoof of the Buster ad was found to be the most engaging for women.</p>