Using big data for customer centric marketing

This chapter deliberates on “big data” and provides a short overview of business intelligence and emerging analytics. It underlines the importance of data for customer-centricity in marketing. This contribution contends that businesses ought to engage in marketing automation tools and apply them to create relevant, targeted customer experiences. Today’s business increasingly rely on digital media and mobile technologies as on-demand, real-time marketing has become more personalised than ever. Therefore, companies and brands are striving to nurture fruitful and long lasting relationships with customers. In a nutshell, this chapter explains why companies should recognise the value of data analysis and mobile applications as tools that drive consumer insights and engagement. It suggests that a strategic approach to big data could drive consumer preferences and may also help to improve the organisational performance.peer-reviewe

Data Mining to Understand Customer Behaviour in Usage of Mobile Applications Services

Customer usage data produced by mobile applications and mobile phones contain valuable knowledge about users and market. Such knowledge can help companies to conduct customer acquisition. Using customer personal data exacted from both mobile applications and telecoms operator, this study tries to investigate the features of the valuable potential customer by using the integrated data mining methods. The findings will help the developer to identify the value of different groups and target worthy potential customers. Such knowledge will also enable developers to offer personalized promotions and marketing information to potential customers. The mobile application using behaviour and mobile-service performance data also helps the developer of the mobile application and telecoms operator to utilize each other’s resource to extend their customer base. The approach balances complexity with ease of use and thus facilitates the developer to make use of user usage behaviour data to improve marketing decisions

Can ubiquity moderate m-banking resource-related negative effects?

El objetivo de este estudio es explorar la influencia de los inconvenientes de la banca móvil relacionados con la falta de recursos en la satisfacción de los clientes, su disposición a recibir marketing móvil de permiso y la emisión de boca-oreja. Analizando una muestra de 1429 usuarios de banca móvil, determinamos que la satisfacción de los clientes influye en su disposición a recibir marketing móvil de permiso y emitir boca-oreja, mientras que la disposición a recibir marketing móvil de permiso tiene un efecto positivo sobre la emisión de boca-oreja. Siendo la ubicuidad un atributo distintivo de la banca móvil, observamos su papel moderador, identificando que hay clientes que consideran la ubicuidad como una característica importante de la banca móvil, mientras que otros no la consideran relevante. Este estudio propone recomendaciones para mejorar el uso de los servicios de la banca móvil, evitando o disminuyendo los efectos negativos de sus inconvenientes.The objective of this study is to explore the influence of m-banking resource-related inadequacies on clients’ satisfaction with the banking services, their permission-based mobile marketing tendencies and word-of-mouth emission actions. Analysing a sample of 1429 users of mobile banking services, we determined that clients’ satisfaction influences their willingness to receive permission-based mobile marketing and to emit word-of-mouth, while the willingness to receive permission-based mobile marketing has a positive effect on the word-of-mouth emission. In order not to overlook the ubiquity as a distinguishing attribute of m-banking services, we observe its moderating role, identifying clients who consider ubiquity as an important m-banking characteristic and others who do not consider it relevant. Hence, attending the opinion of actual m-banking clients, this study proposes suggestions for improving the use of m-banking services by avoiding or lessening the negative effects of m-banking resource-related inadequacies

Understanding complaint channel usage in multichannel retailing

This study aims to understand customer patterns of channel usage to voice complaints to multichannel retailers. Data were collected from multichannel shoppers for apparel in Spain by means of an online survey. Latent Class Analysis on complaint channel (store, website, mobile app and social media) usage was performed. The analysis identifies four customer segments that use complaint channels differently. Channel dependencies emerged, particularly related to mobile app usage. The study then explores how the identified patterns are related to channel usage for information search and purchase and to the quality of the relationship with the retailer. Results provide theoretical and managerial contributions to the retailing field

Why Do People Adopt, or Reject, Smartphone Password Managers?

People use weak passwords for a variety of reasons, the most prescient of these being memory load and inconvenience. The motivation to choose weak passwords is even more compelling on Smartphones because entering complex passwords is particularly time consuming and arduous on small devices. Many of the memory- and inconvenience-related issues can be ameliorated by using a password manager app. Such an app can generate, remember and automatically supply passwords to websites and other apps on the phone. Given this potential, it is unfortunate that these applications have not enjoyed widespread adoption. We carried out a study to find out why this was so, to investigate factors that impeded or encouraged password manager adoption. We found that a number of factors mediated during all three phases of adoption: searching, deciding and trialling. The study’s findings will help us to market these tools more effectively in order to encourage future adoption of password managers

Mobile devices usage in retail setting: Gender and generation preferences

Purpose: The tendency shows that more customers will bring and use their mobile devices in-store. This study proposes a further analysis of the complementary role of the mobile device in an in-store purchase providing a characterisation of those customers and analyses their usage preferences and behaviour intentions, presenting new insights concerning gender and generation preferences. Design/methodology/approach: Quantitative research with customers of electronic stores was conducted based on a questionnaire applied at the store’s exit. To assess the differences between genders and among generations were used the parametric T-Test and one-way ANOVA. Findings: The results demonstrate divergencies between generations when using mobile devices. In addition, they indicate that males have more intention to manage shopping tasks efficiently and consequently are less affected by in-store marketing stimuli and less predisposed to impulse purchases. Research limitations/implications: Although real customers participated, a convenience sample was used. The results should be compared with research on other retailer types. The customer shopping motivations and the types of mobile device usage should be further investigated since they can change the experience and the retailer’s outcomes. Practical implications: Contributing to related specific research areas such as shopping behaviour and technology in retail settings by showing the usage preferences, the study also provides information for retailers, especially those needing to approach the Gen Z customers, improving the development of strategies. Originality/value: This research explores further the complementary role of the mobile device in an in-store purchase. By conducting the study in a new setting, it brings new insight into a less explored, yet important sector.info:eu-repo/semantics/publishedVersio

Marketing to the digital self - assessing the variables affecting the adoption and retention of branded Smartphone applications in relation to the theory of self-concept

This research explores the extent to which Smartphones and Smartphone apps can be viewed as an extension of ourselves. Digital technology allows us to shape who we are (our actual self) and re-invent who we want to be (our ideal self), yet little research has explored how a consumer’s self-concept effects their brand engagement with Smartphone apps. Drawing on research from Marketing Communications, Psychology and Human-computer interaction, the relationship between consumers’ digital selves and adoption, usage and retention of branded Smartphone apps will be analysed. A longitudinal exploratory study taking a mixed methods approach, will use questionnaires and netnography to examine whether a users’ self-concept affects their app usage behaviour. Expected outcomes from the research include contribution of academic knowledge to the neglected area of app usage as well as mobile marketing and digital brand engagement. The variables identified will also provide recommendations for the creation of Smartphone applications as a marketing communications tool

Mobile consumer behaviour on apps usage: The effects of perceived values, rating, and cost

The rapid development of technology and the use of smartphones and mobile applications (apps) have become significant and influential in today’s living. Despite the growing amount of research on mobile app usage, little is known on the role they play in shaping the behaviour of the mobile consumer. By deploying the framework, this study revises Sheth’s fundamental propositions of consumption values. While the fit of values has been recognised by many behavioural studies, insight into the theoretical interface in the mobile communication studies remains unsubstantiated. Therefore, this study explores the perceived consumption values on mobile apps behaviour and investigates the role of the rating of the apps and cost in influencing the behaviour. A total of 392 questionnaires were collected through an online survey with 9 hypotheses examined. The analysis of the structural equation modelling determined a final model with four significant factors (functional, social, emotional, and conditional values). It confirmed that the usage is influenced by the apps rating and cost towards a certain degree. This study indicates the potential significance variables in mobile consumer literature and sheds light on mobile communication marketing in the area of apps marketing, specifically in designing an effective user-experience (UX) apps for mobile consumers