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Marketers always strive hard to boost website traffic. A significant metric which quantifies the performance of websites is the bounce rate, indicating the percentage of users who leave without delving any further than the initial page.
In this context, it is important to understand web accessibility. The Americans with Disabilities Act (ADA) became law in 1990. It prohibits discrimination against people with disabilities and provides equal opportunities for accessing the web to all users.
Disabled users find it inconvenient to access disabled-unfriendly websites and their sessions naturally tend to bounce. A 2016 study from Click-Away Pound, a surveyor focusing on the online shopping experiences of people with disabilities, found that 71% of disabled customers with access needs usually clicked away from a website when they found it difficult to use.
These customers who click away have an estimated spending power of £11.75 billion in the UK, which figures to approximately 10% of the total UK online spend in 2016. The survey also found 82% of customers with access needs will spend more if websites were more accessible.
Web Content Accessibility Guidelines (WCAG) elaborates on making the web accessible to disabled users. Adhering to the WCAG standards not only helps site owners improve the reach of websites, but also steers them away from unwanted legal repercussions.
What is AI marketing and how can it help reduce bounce rates?
AI marketing is empowered by the building blocks of artificial intelligence, helping develop creative services to simplify website accessibility. It leverages customer data with the help of machine learning to automate processes like extraction of data and prediction of customer behaviour that improves customer experiences.
Here are a few ways AI marketing contributes towards engaging disabled users and reducing bounce rates on websites:
Improving web accessibility
Website accessibility ensures equal access to users with visual, hearing, motor, or cognitive impairments without any barriers. Empowered by technologies like natural language processing (NLP) and machine learning, AI marketing helps marketers deliver personalised and contextualised experiences.
For example, Facebook has incorporated the automatic alternative text tool backed by object recognition technology to help the visually impaired. This tool uses screen readers on iOS devices to generate detailed descriptions of the elements in photos as the user swipes past them.
Private website owners should consider accessiBe, an AI-powered, pioneering web accessibility tool that simplifies the way business owners deliver accessible content to disabled users. This automated tool creates accurate alt text descriptions for images on websites, improving accessibility for visually impaired users. The application also ensures the website is compliant with WCAG 2.1.
Among the features that accessiBe offers to apply website accessibility are:
- Optimisation of websites for keyboard navigation to accommodate users with motor impairments
- A built-in dictionary which explains expressions, slang, and phrases for users with cognitive disorders
- Granular adjustments in colours, fonts, and typography to make content more accessible for users with visual disabilities
Boosting customer engagement
Customer engagement is naturally a defining metric to reduce bounce rates. With a diverse online community, identifying customer types and engaging them based on their requirements is a challenge for marketers.
AI marketing helps marketers deal with this challenge by categorising disabled users and self-optimising websites to improve conversions. For example, users with hearing difficulties may find it difficult to access video or audio content. It also helps users with hearing difficulties by offering textual scripts. Adding this script not only helps augment the customer base, but also boosts search engine ranking.
Previously, such scripts were entered manually. With the advent of AI-powered technologies, however, these scripts can be generated automatically. YouTube uses this speech recognition technology to create captions for videos.
Offering recommendations based on buying personas and search history
AI marketing offers product recommendations based on the individual needs of customers. These recommendations are derived from the user’s purchase history and preferences from browsing behaviour, which makes them highly relevant. With AI, marketers can obtain intuitive insights from scanning volumes of data on customer behaviour.
The AI algorithm leverages data such as account information, customer preferences, purchase history, and contextual information about the customer. Product recommendations are based on this data. This technology ultimately helps improve user convenience and helps with online purchases.
According to the Web Accessibility Initiative (WAI), web usability for the disabled is defined as the extent to which users can use a product to obtain specified goals. This guideline throws light on the need to include simplified and understandable instructions on websites to help people with cognitive and learning disabilities.
Providing AI-enabled product recommendations eases the complications of searching the web for products and information for disabled users. The website automatically offers recommendations based on the history of the customer which narrows down the search results. These recommendations prevent customers with cognitive or learning disabilities from getting lost in the deluge of online information. The recommendations aim to direct them with sufficient information to accomplish the intent of their online visit.
Helping derive customer information to enhance the quality of service
It’s no secret that personalised services result in exceptional customer experiences. Using traditional analytics for this purpose will be time-consuming and tedious. The result will also be confined to pre-defined metrics. AI marketing, however, enables marketers to deliver quick and seamless customer services that are backed by insights obtained from numerous customer journeys.
AI-powered marketing uncovers numerous relationships from data to predict customer behaviours with the utmost accuracy. It also finds the drivers and inhibitors of delivering seamless customer services. Unlike conventional methods of collecting customer data, such as feedback forms and sign-ups, AI-enabled marketing initiates the right questions to derive insightful customer data.
In the context of users with disabilities, AI marketing helps websites optimise their usability based on intent.
Conclusion
AI marketing opens up new avenues to accelerate website performances. The above-mentioned factors of AI marketing will help marketers extend their customer base, understand and explore a different segment of the audience, and reduce bounce rates while driving potential traffic.
Written By: Manish Dudharejia - Marketing Tech
September 19, 2018
The Next Marketing Skill You Need To Master: Touch
A few weeks ago, I took a class at Sephora on how to apply foundation—a life skill I failed to acquire in seventh grade probably because I had my oily nose buried in a book.
The beauty retailer offers a number of these free hands-on tutorials, which I had learned about from a friend after commiserating on the mystical art of “contouring.*” This particular one focused on Rihanna’s Fenty line, and over the course of an hour, an instructor walked me and another registrant through a step-by-step application of everything from primer to highlighter.
I didn’t walk away a beauty expert or a pop icon, but I did leave with some actionable tips—and a full bag of makeup. I had gone from try to buy in 60 minutes and spent more than double what InfoScout reports as the average basket size for Sephora.
I’m getting pink in the cheeks just typing this, and I know it’s not blush, because I haven’t taken that class yet.
If I’d shopped online, I doubt I would have purchased half the items I did. So the fact that I had spent with such abandon got me thinking: Does getting a product literally into a consumers’ hands increase purchase intent?
What I found surprised me. Despite the fact that we can buy anything and everything on the web, 56% of consumers surveyed recently by RetailDive said they still visit retail stores to first see or touch products before buying online. That tells us that despite the prevalence of digital many consumers still want to kick the tires or apply the lipstick. And the science I uncovered behind “haptic marketing” tells us a lot about how we can influence spending in truly high-touch ways.
What is haptic marketing?
Haptic information is the information we acquire using the power of touch. Haptic marketing is a relatively new discipline that focuses on the use of tactile sensations to influence purchasing.
Back in the olden days, when shopping was done primarily in person, we frequently used haptic feedback in our product assessments—we felt fabrics, pushed buttons, squatted in jeans, and squeezed cantaloupes.
Thanks to the rise of e-commerce, we now see things in picture form and use product specs and customer reviews to fill in the gaps of our understanding.
In many cases, we don’t hold what we’ve bought until the box arrives. In some cases, that leads to disappointment: “This fabric isn’t as sturdy as I thought it would be” or “These headphones don’t feel comfortable.”
While we may think of ourselves as omnichannel marketers, our shift to digital has caused us to overlook a key offline channel: Skin. Our dermis is the biggest bodily organ, and it is stuffed with tissue and sensory receptors that allow us to feel pressure, pain, texture, vibrations, and temperature, among other sensations. These receptors can trigger behavior. In fact, a field of science called “embodied cognition” argues that the loci of our decision making isn’t simply in our brain as previously thought, but influenced or even led by the body.
Altogether, that means our sense of touch can impact our buying decisions.
But don’t take my word for that. Ask Joann Peck, a marketing professor at the Wisconsin School of Business; she’s one of the foremost experts on the study of haptic marketing.
Among her findings: In situations where it helps to understand a product’s attributes (is a 1,000-thread-count sheet softer than 500?), touch can increase purchase intent because it gives us more confidence in our choice to buy. Even if touch isn’t connected to a product attribute (a piece of bark in the fundraising campaign for the arboretum), it can still increase our positive feelings toward the product if the touch is positive. Additionally, if you touch something because you think it looks fun or enjoyable, that too can increase your product sentiment.
Also interesting: Some people have more “Need for Touch” than others, and for those people, touch is especially crucial in purchase decisions.
There’s more to touch than evaluation, however. The feels can give us a sense of connection. “Merely touching an object results in an increase in perceived ownership of that object,” another of Peck’s mountain of studies concluded. And from feelings of ownership, purchase almost seems like destiny. I think I owned that eyeliner the minute I learned how to do a cat’s eye that didn’t make me look witchy.
Finally, and this is where it really gets interesting: Assuming the sensation of touch was positive, study participants who touched an object put a higher financial value on the object. That suggests that they could expect to pay more for it.
How can you use haptic marketing?
Given the potential impact of touch to increase confidence, sentiment, ownership, and value perception of a product, it’s not a bad idea for marketers to think about how to leverage this sense as part of customer experience. In this overwhelmingly digital world, product touch can actually be a differentiation point. Plus, it can reduce the impact or returns and refunds by ensuring that people know what they're buying.
Using touch as a marketing tool is not an entirely new concept. Free samples and free trials, for example, have long been doorwarmers for the beauty and SaaS industries. In these fields, consumers have become accustomed to getting to try before they buy.
In addition to this tried-and-true tactic, we’ve seen more clever strategies in recent years to encourage touch. For example, e-retailers like Macy’s, ASOS and Nordstrom are trying to replicate the dressing room experience by offering free delivery and returns. That way you get to touch and try, with no downside of shipping costs. Similarly, companies like Warby Parker and Casper took away the risk of buying something people once never thought they’d buy online by building touch into the journey.
Another option is the creation of “haptic experiences,” in which the product is built into an activity the customer would otherwise enjoy—a la the Sephora class. The store gave me the opportunity to do something I thought was fun, and that I thought could help me.
In that case, the haptics were the products; but Peck’s research tells us we can stray a bit farther out. We can also leverage associative experiences of touch, such as placing something that evokes positive haptic sensations (an especially cuddly blanket) next to a product we’re trying to sell (a sleep aid).
Or, we could create an enjoyable but product-unrelated experience, and build in our product. An example would be the Cadillac House in New York City’s Soho neighborhood. Cadillac designed a highly stylistic art gallery, café, coworking space, and pop-up shop that happens to have some cars sitting in it. Some people I know attended a marketing event there, and they mentioned that during breaks people took conference calls in the cars. Isn’t that an inventive way to get urban sophisticates who wouldn’t have identified as Cadillac drivers to touch a vehicle? Come try our $50,000 phone booth.
But what if touch isn’t an option?
While the aforementioned strategies will work for some companies, it’s not feasible for every brand to insert touch into the customer experience. But there are some workarounds.
Research suggests that when touch isn't an option, you should consider approximating the experiences you’d gain from touching. A study from TheJournal of Consumer Psychology found that for objects with material properties (like a shag rug or suede boots) people typically preferred to purchase in person—but the preference is significantly reduced when those properties are explained verbally. So perhaps there’s an audio file, video or just some powerful copywriting that can describe just the fluffiness of rug and the buttery softness of the boots.
Video is in itself a powerful medium to leverage in helping simulate the experience of touch, but a simple product 360 probably won’t do it. Consider how you could use a person to humanize the touch and serve as a proxy for your buyer. For example, you might have the talent touching the product and reacting to it, just as every single Cooking Channel show does ad nauseam to show how the food tastes. As a brand example, I love the videos Zappos includes with each pair of shoes; a company employee who looks like a normal person tries them on and walks around. These videos feel authentic, and I can imagine the shoes on me.
Or, for another P.O.V. on video proxies: On Think With Google, Matt Anderson talks about a growing YouTube trend called “shop with me” videos, in which creators take their viewers into a store. The watch time of such videos apparently has increased 1,000% over two years. “With this format, viewers are able to experience the shopping journey through someone they trust, and in the process evaluate whether a product is right for them,” he says.
In addition to video, we’re seeing some innovative brands using VR/AR to help create physical simulacrum—such as the Halstead Properties app mentioned in this article on CMO.com that allows you to turn the doorknob in a home listing for yourself.
We’re at the precipice of being able to more commonly provide simulations of touch like this via "haptic technology," which can approximate the experiences that you get through touch via vibrations or pressure. Right now the systems are used primarily in gaming (that rumbling feeling when you play a car racing game on an Xbox), consumer electronics (the Apple Watch notification vibration) and in safety mechanisms (the shaking controller that signals to a pilot that he or she has made an error). Analyst firm Markets and Markets predicts that it will be a $20 billion industry by 2022, with a compound annual growth rate of 16%.
Some of the innovators in this space hope to see the translation of the technologies to brands. Last year, Immersion, a U.S. company in the haptics business, ran a test with IPG Media Labs in which they showed people ads from Arby’s, BMW and Royal Caribbean that included forced feedback sensations. Their finding: Such ads resulted in a 62% increase in feelings of connection to the brand and 50% brand lift, plus increased happiness and excitement compared to ads without haptics.
Another study—this one with less of an agenda—from the journal Psychology and Marketing used haptic technology in the form of a Novint Falcon game controller as part of an automotive test drive simulation. For people who had high Need for Touch, the experience collision resulted in more positive evaluations of the car and higher sense of brand connection.
One thing to consider, however, is that some of the reactions from these two studies may be owed to novelty—meaning the benefits of haptics may wane as the tech becomes more prominent. But in any case, it will be exciting to see where these technologies go, how the first-movers in marketing use them, and how the rest of us will catch up in second gen.
If more marketers start thinking about haptics as essential to customer experience, we may see a correction in the form of a renaissance of touch. A 2015 Harvard Business Review article claimed “We’re about to enter an era in which many more consumer products companies will take advantage of sense-based marketing.” The authors may have called it a bit early—but it’s still possible that "high-touch" may come to mean something very different in the near future. And who knows, maybe I'll even have learned to apply makeup by then.
Written by: Margaret Magnarelli - Contributor for Forbes
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