APAC marketers flag mobile first as key differentiator: Adobe report

But a greater percentage of marketers in North America say technology is critical for delivering customer experience

Marketers in the Asia Pacific value the smartphone more highly than marketers in other areas of the world, according to research released by Adobe.

Digital Trends 2015, an econsultancy, surveyed more than 6000 marketers worldwide, with 14 per cent from Asia Pacific. About 10 per cent of marketers in the Asia Pacific said becoming a mobile-first company will be the primary way that they will differentiate their organisation from competitors, compared to 5 per cent in North America and 7 per cent in Europe.

A majority of marketers in all three regions chose customer service and customer experience as the primary way to differentiate from rivals.

“The smartphone dominates as the device of choice among the majority of APAC consumers, and is used to research, communicate and make purchases, so it makes perfect sense that more marketers here than anywhere else in the world are prioritising development of a mobile-first business,” said Adobe APAC president, Paul Robson.

Also read: Australians buying more with their phones, new report finds
4 digital marketing trends to watch from GroupM's Rob Norman

However, marketers in the Asia Pacific appeared to value technology less than those in North America as a critical element in delivering customer experience.

In APAC, 43 per cent said they ranked technology and tools as being among the three most critical elements in the delivery of customer service, compared to 55 per cent of marketers in North America.

Of the North American respondents who gave a top-three ranking to technology and tools, 15 per cent said this was the most important delivery factor. Of the APAC respondents, only 7 per cent said it was the most important.

Instead, APAC marketers identified strategy, culture and development of digital marketing skills as the most important elements for customer experience.

Asked where their organisation places the highest emphasis in improving customer experience, most of the APAC marketers (38 per cent) chose making the experience highly personalised and relevant. Slightly less but still a majority of European marketers (32 per cent) chose the same category.

In North America, the majority of marketers (35 per cent) chose making the experience as valuable as possible. This ranked second in the other markets – 23 per cent in APAC and 29 per cent in Europe.

“Customer experience is forcing organisations to create a more integrated approach, with marketing no longer simply carried out by the marketing department but at every customer touch point, which is dramatically changing how the brand experience is delivered,” said Robson.

“This research shows that we’re seeing a high level of marketing sophistication in digitally-aware Asian businesses, whose marketing leaders are transforming their organisations to ensure brand is central at every moment of customer experience.”

Adam Bender covers digital marketing and emerging technology for CMO and is the author of dystopian sci-fi novels We, The Watched and Divided We Fall. Follow him on Twitter: @WatchAdam

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Signup to CMO’s email newsletter to receive your weekly dose of targeted content for the modern marketing chief.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: ABC's Leisa Bacon

In this episode of Conversations over a Cuppa with CMO, ABC's director of audiences, Leisa Bacon, shares how she's navigated the COVID-19 crisis, the milestones and adaptability it's ushered in, and what sustained lessons there are for marketers as we start to recover.

More Videos

Zero proof spiritsUsa since 2011 www.arkaybeverages.com🤪🤟

Sylvie

How this alcohol-free spirits brand rode the health and wellness wave

Read more

okay this a good newsmaybe i gonna try it

kenzopoker1

CMO's top 8 martech stories for the week - 9 July 2020

Read more

Very insightful. Executive leaders can let middle managers decide on the best course of action for the business and once these plans are ...

Abi TCA

CMOs: Let middle managers lead radical innovation

Read more

One failing brand tying up with another failing brand!

Realist

Binge and The Iconic launch Inactivewear clothing line

Read more

I am 56 years old and was diagnosed with Parkinson's disease after four years of decreasing mobility to the point of having family dress ...

Nancy Tunick

The personal digital approach that's helping Vision RT ride out the crisis

Read more

Blog Posts

MYOD Dataset: Building a DAM

In my first article in this MYOD [Make Your Organisation Data-Driven] series, I articulated a one-line approach to successfully injecting data into your organisation’s DNA: Using a Dataset -> Skillset -> Mindset framework. This will take your people and processes on a journey to data actualisation.

Kshira Saagar

Group director of data science, Global Fashion Group

Business quiet? Now is the time to review your owned assets

For businesses and advertiser categories currently experiencing a slowdown in consumer activity, now is the optimal time to get started on projects that have been of high importance, but low urgency.

Olia Krivtchoun

CX discipline leader, Spark Foundry

Bottoms up: Lockdown lessons for an inverted marketing world

The effects of the coronavirus slammed the brakes on retail sales in pubs, clubs and restaurants. Fever-Tree’s Australia GM Andy Gaunt explains what they have learnt from some tricky months of trading

Andy Gaunt

General manager, Fever-Tree Australia and New Zealand

Sign in