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Consumers' Demanding Mobile Expectations Require A New Marketing Strategy
April 18, 2013


Customers are in the midst of a total mobile mind shift. They're not interested in brand messaging or logos; they want utility — and they want it now. New Forrester data shows that 22% of US online adults are far along in this shift, connecting everywhere, frequently, on multiple devices. For marketers, meeting the needs of this demanding customer base in a mobile setting is a marketing imperative.

In a new Forrester report that debuted at the annual Forrester Marketing Forum in LA, Analyst Melissa Parrish details marketing strategy for the mobile mind shift. She notes it will depend on the frequency of brand/customer interactions and the quality of the experience of these interactions. For instance, brands that offer high-quality, frequent interactions (think Starbucks, Disney), should expand their customer relationships by rolling out new mobile features. Brands with low-quality, infrequent interactions should think about partnering with today's digital disruptors that are becoming customers' trusted agents (consider healthcare brands partnering with the popular weight-loss app, Lose It!).

"For brands that don't make changes now, they will be chasing the mobile mind shift as it affects greater portions of the population," writes Parrish in her new research. "Not only will current profits fall, but the brands' ability to be profitable in the future will decrease, as the only customers to whom they will still be relevant will be in the oldest demographic."

For more information on this research, visit the full report here.


About Forrester Research

Forrester Research, Inc. (Nasdaq: FORR) is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. Forrester works with professionals in 17 key roles at major companies providing proprietary research, customer insight, consulting, events, and peer-to-peer executive programs. For more than 29 years, Forrester has been making IT, marketing, and technology industry leaders successful every day. For more information, visit http://www.forrester.com/.


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