Customer service issues that are personally handled by a service representative, either over the phone or at a retail store, are significantly more satisfying to customers than automated response interactions, according to [pdf] the J.D. Power and Associates 2011 U.S. Wireless Customer Care Performance Study, Volume 1.
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Personal Touch Aids Wireless Customer Satisfaction
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Mobile AR Value Near $1.5B by ’15
The total value of mobile augmented reality (AR) applications will approach $1.5 billion in 2015, up from just $1.5 million in 2010, according to a new white paper from Juniper Research. Data from “A New Reality for Mobile” indicates this will represent average annual growth of mobile AR app value during the forecast period of 295%.
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Montgomery, Stockton Most Obese US Cities
Twenty-one US metro areas, led by Montgomery, AL and Stockton, CA, reported obesity rates of 31% or higher in 2009, based on their residents’ self-reported height and weight, according to Gallup-Healthways Well-Being Index data. Both cities tied for the highest 2009 obesity rate of 34.6%, closely trailed by Visalia-Porterville, CA (34.1%).
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‘Behind the Curve:’ Week Ending Feb. 4, 2011
Below are some links to recent research news, studies and lists from the collection of items that MarketingCharts didn’t get to writing up this week, but still may be worth a peek:
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Many Americans Lack Savings
Twenty-seven percent of Americans have no personal savings and 34% have no retirement savings, according to results of a new Harris Poll. Just 18 months ago those numbers were moderately lower, at 22% and 30%, respectively.
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85% of US Adults Have Cell Phone
Eighty-five percent of US adults 18 and older own a cell phone, Blackberry, iPhone or other mobile device that acts as a phone, according to [pdf] a new study from Pew Research Center’s Internet & American Life Project. Data from “Generations and Their Gadgets” indicates mobile phones are especially popular with adults under the age of 66, although the largest drop-off is for adults in the oldest generation (those age 75 and older), of whom 48% own a cell phone.
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Smartphones More Effective for Ad Campaigns
Compared to feature phone users, smartphone users are most impacted by mobile campaigns, according to the December 2010 SMART Report from Millennial Media. Millennial Media analysis indicates this discrepancy is likely due to larger screen sizes and rich media offerings of smartphones.
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Most Americans Have Realistic Income Goals
The slight majority of Americans, 55%, believe they could live comfortably on something less than $75,000 a year, according to results of a new USA Today/Gallup Poll. This compares favorably with the median US family income of about $52,000, although another 24% say they would need $100,000 or more to achieve a comfortable lifestyle, 50% more than the 16% already making six figures.
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Online Retail Spending Sets Record
US online retail spending reached a record $43.4 billion during Q4 2010, according to new data from comScore. This figure is up 11% from $39 billion in Q4 2009 and 35% from $32.1 billion in Q3 2010.
In addition, this growth rate represented the fifth consecutive quarter of positive year-over-year growth and second quarter of double-digit growth rates in the past year. In Q1 2010, US e-commerce spending totaled almost $34 billion, a 10% jump from $31 billion in Q1 2009.
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Ads for Tires, NFL, Beer Score with Super Bowl Viewers
Ads for Bridgestone Tires, the NFL and Bud Light beer were the three most popular with viewers of the 2011 Super Bowl, according to an online survey from MediaCurves.com. Volkswagen was the only company to place two ads in the top 10 list, number four “Darth Passat” and number seven “Black Beetle.”
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Millennials More Likely to Own Portable Gadgets
Millennial consumers (age 18-34) are more likely to own laptop computers and other portable gadgets than older consumers, according to [pdf] a new study from Pew Research Center’s Internet & American Life Project. Data from “Generations and Their Gadgets” indicates that Millennials in particular have driven recent overall growth in laptop ownership.
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Top Radio Advertisers – Beer and Malt Beverage – January 2011
Source: MediaGuide
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Top Radio Advertisers – Department Stores – January 2011
Source: MediaGuide
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Economic Optimism Ties 3-Year High
Forty-one percent of Americans in January 2011 said the economy is “getting better,” up 17% from 35% in December 2010 and about 8% from 38% a year ago, according to results of a new Gallup Poll. This level of optimism ties for the highest since Gallup daily tracking began in January 2008.
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Under 56 Key Age Range for Tablets
As of September 2010, 4% of American adults own a tablet computer such as an iPad, [pdf] a new study from Pew Research Center’s Internet & American Life Project. Data from “Generations and Their Gadgets” indicates that though education and household income are high predictors for owning a tablet computer, Pew data shows they are also more popular with adults age 56 and under (who are significantly more likely to own a tablet computer than adults age 66 and older).
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Social Sign-In Produces Profits
Allowing online consumers to conduct social sign-in (SSI) for an e-commerce site rather than create a new user account can produce higher levels of spending and customer satisifaction, according to [pdf] a new survey from social user management platform provider Janrain and Blue Research. Data from “Importance of Identity Solutions” indicates that during the 2010 holiday season, 21% of those who consider social sign-in desirable (fans) expected to spend more than in 2009, compared to 16% of critics.
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Android US Mobile Market Share Jumps 34%
While Google Android remained the second-most-popular US smartphone platform in the three-month-average ending December 2010 with 28.7% market share, that share improved about 34% from 21.4% in the three-month-average ending September 2010, according to new comScore data. In contrast, number one RIM saw its market share drop 15%, from 37.3% to 31.6%.
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Top Radio Advertisers – Hardware / Home Improvement – January 2011
Source: MediaGuide
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Couples Outspend Singles for Valentine’s 3-1
Couples will be spending three times more than singles do on a typical date ($189 compared to $67) on Valentine’s Day this year, according to the February 2010 American Express Spending & Saving Tracker. In addition, among those who are married or have significant others, men plan to spend about 32% more than women ($151 compared to $114). Moreover, nearly half (49%) of the men plan to buy flowers for their significant other, while approximately half (48%) of the women have no gift-giving intentions at all. Other popular gifts for men to give their significant others include jewelry (17%), gift card (12%), and lingerie/sleepwear (11%).
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Young, Democrats Feel Most Financially Secure
Echo Boomers (age 18-34) and registered Democrats were most likely to say they felt financially secure in January 2011 compared to January 2010, according to results of a new Harris Poll. While only 23% of US adults overall reported feeling more financially secure than one year earlier, that figure rose to 33% among Echo Boomers and 37% among Democrats.
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