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Understand how context, location, and environment shape mobile customer decisions.
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Understand how context, location, and environment shape mobile customer decisions.
Have you ever wondered why you receive certain ads at specific times or why some mobile apps seem to know exactly what you need? In his book Tap: Unlocking the Mobile Economy, Anindya Ghose explores how mobile technology influences our daily decisions.
Understanding these forces can help businesses create better strategies to connect with their customers.
9 Forces include:
Context is about understanding the situation in which a consumer is making a decision.
For example, an online shopping app may suggest products based on past searches and current browsing behavior. If someone is looking at workout gear, the app might show fitness accessories or diet plans to match their interest.
Business Implication: Companies should analyze user behavior and tailor recommendations based on real-time context. Personalized experiences increase engagement and drive conversions.
Where a person is physically located affects their needs and choices.
A fast-food app may send a discount offer when a customer walks near a restaurant. Similarly, Coca-Cola has tested vending machines that change prices based on local weather—offering cold drinks at higher prices on hot days when demand is high.
Business Implication: Businesses can use location-based marketing to send timely offers and drive foot traffic. Geo-targeted promotions enhance customer convenience and increase sales.
People make different choices depending on the time of day.
Commuters in the morning might be interested in coffee deals, while evening travelers may look for dinner options. SK Telecom has used this insight to send promotional offers during peak commuting hours when people are actively using their phones.
Business Implication: Timing campaigns based on user habits ensures higher engagement. Sending offers when consumers are most likely to act maximizes response rates.
Consumers pay attention to what stands out. Businesses use notifications, personalized messages, and visually appealing ads to grab attention.
Facebook, for instance, sends reminders and updates that highlight content users are most likely to engage with.
Business Implication: Marketers should focus on eye-catching designs and notifications to stand out in a crowded digital space. Ensuring relevance increases click-through rates.
The number of people in a given space affects consumer behavior. If a shopping mall is crowded, people may prefer to shop online or go to a quieter store.
For example, retailers use mobile apps to send offers directing customers to less busy locations to improve their experience.
Business Implication: Retailers can manage crowd levels by offering real-time promotions for less busy locations, improving the customer experience and reducing congestion.
Consumers’ movement patterns can predict what they might need next. A navigation app might recommend gas stations when a driver is on a long trip.
China Mobile has used movement data to suggest restaurants based on a person’s travel direction.
Business Implication: Predictive analytics can help businesses anticipate customer needs and provide proactive recommendations, improving user convenience and increasing sales opportunities.
People are influenced by others. Social proof—such as seeing what friends have purchased or reviewed—can encourage buying decisions.
Platforms like Facebook use this by showing ads based on friends’ activity, making recommendations feel more trustworthy.
Business Implication: Brands should leverage user-generated content, reviews, and social proof to boost credibility and influence purchase decisions.
Weather conditions impact what people buy. On a rainy day, food delivery apps might promote warm meals, while travel websites may suggest sunny getaways during winter. Travelocity uses weather-based suggestions to encourage bookings.
Business Implication: Businesses can adjust marketing messages and product offerings based on weather conditions to drive timely purchases.
Consumers use multiple devices, and businesses can create a smoother experience by connecting them.
Telefónica, for example, combines data from smartphones, tablets, and smartwatches to offer a personalized shopping journey across different screens.
Business Implication: Companies should ensure a seamless cross-device experience, enabling users to transition smoothly between platforms for greater convenience and engagement.