TNS Global: GEMs – Insights from Emerging Markets 2/2010
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1. The document discusses winning in the traditional trade, which represents the vast majority of stores where most consumers purchase goods on a daily basis in rapid growth and emerging markets. This includes open air markets, small stores, and other independent retailers. 2. It notes several common myths about the traditional trade, such as the idea that only low-income consumers shop there or that shoppers only shop in person. It suggests opportunities to target different income groups and leverage non-in-person shopping behaviors. 3. The document emphasizes the importance of understanding distribution points, reaching communities, leveraging modern trade presence, and using effective research methodologies tailored to the traditional trade environment. It provides recommendations for communicating promotions, engaging shop
TNS Global: GEMs – Insights from Emerging Markets 2/2010
- 1. gems INSIGHTS FROM EMERGING MARKETS A View from the Trenches Winning in the Traditional Trade Mobile and Internet Digital Kenya Clickstream Revolution
- 2. Dear Readers, Welcome to TNS’ second issue of GEMs – our Rapid Growth & Emerging Markets newsletter. According to the HSBC report on the state of and adversity and adopting the mobile Internet to the global economy, rapid growth and emerging improve their lives. These articles provide insights markets are the only cause for cheer amid a and implications into rapidly growing Internet usage generally gloomy outlook. in South East Asia and Africa. While the rest of the world tries to ascertain which In our regular “Letter From China” we look at the letter of the English alphabet best fits the shape of uniqueness of China’s Internet usage and the the economy, wondering whether it will be a V or a importance of leveraging Clickstream data to W shaped recovery, the Chinese are very clear provide a holistic consumer understanding in the about the inexorably cyclical nature of everything world’s biggest online market. and swear by the letter “O” as their model of human existence. Currently they, along with India This issue of GEMs also has a fascinating article and several other emerging markets, are on the that looks at the keys to winning in the Traditional ascending arc of the letter “O”; so while they are Trade which drives the vast majority of goods achieving sterling growth and an increasing moved within rapid growth and emerging markets standard of living for their citizens, the rest of the – a must read for anyone marketing products and world is struggling to maintain a balance between services in rapid growth and emerging markets. creating jobs and controlling budget deficits. Finally, we also introduce the first article in a new The world is indeed changing – emerging markets series entitled “View from the Trenches: 10 things are not just the quantitative leaders; they are also you won’t learn on Google”. The focus of this first creating trends in areas where historically one article is on India. would expect the developed world to lead. We hope you enjoy the assortment of snippets and We all recognize that the Internet is changing our insights from rapid growth and emerging markets lives and our businesses in an unprecedented way. in this issue. But when we say this, we normally have the developed world in mind. However, more and more it is emerging markets which are leading the digital revolution. One such area is the usage of convergence devices and mobile Internet usage. As two articles in this James Fergusson Ashok Sethi Global Director Consumer Insights Director issue demonstrate, it is consumers in emerging Rapid Growth and Emerging Markets Rapid Growth and Emerging Markets markets, who are innovating in the face of scarcity James.Fergusson@tnglobal.com Ashok.Sethi@tnsglobal.com Africa by Harry Rutenberg, TNS RI South Africa
- 3. 10 things A view from the trenches: 10 things you won’t learn on Google Anjali Puri, Executive Director, TNS India Our ‘view from the trenches’ series is an attempt to provide an everyday There are The young are perspective on life in Rapid Growth many Indias finally in control Emerging Markets. This is ‘small stuff’ 1 10 that often doesn’t make its way into category-focused research reports and The Indian family Class sticks together may not float to the top of a Google search distinctions rule 2 9 on the country in question. Glimpses into living, working and shopping environments, cultural assumptions, social relationships, street life and 3 8 business etiquette that can be the basis for Personal powerful insight – either by bringing to Noise levels are boundaries the fore new opportunities or filling in astonishing! are porous missing links in existing knowledge. 4 7 We start with a view of India that looks beyond the statistics in circulation about the booming middle class, 5 6 the telecoms explosion, the global rise of corporate India … or the grimmer reminders regarding Achievement and socio-economic disparity, crumbling infrastructure and India is bursting competiveness kick shaky security. What we have are a collection of with colour in early observations and food for thought such as you might return with after spending a few months in the country. Infrastructure is as much of an urban, metropolitan, Red tape thrives upper class problem as a rural one gems : SEPT 2010 Page No. 3
- 4. A view from the trenches: 10 things you won’t learn on Google continued from previous page 1 There are many Indias: sorts of jobs are open to you. It is critical to signal Although this is something you will find on Google, it is clearly who you are and where you belong, and one of 3 a point worth dwelling on anyway. The diversity of India the most overt symbols of status in India is speaking is the first thing that must be appreciated by anyone English. Status is a hugely important need that drives who wants to work in this market. Not only are the brands across categories ranging from milk additives to different regions in India distinct in terms of language, whiskey, shampoos to mobile phones. cuisine, attire, festivals and interpretations of religion, we also find huge variations in consumer mindsets as a Noise levels are astonishing! result of differing socio-economic backgrounds – from The average Indian lives with (and often seems an upmarket, educated, English-speaking, global oblivious to) an extraordinary amount of noise in his sensibility at one extreme to a rooted-in-tradition, often environment. Ordinary conversations are carried out at illiterate, local-language speaking parochial worldview much higher decibel levels than elsewhere, rising over at the other. These differences have implications for loud honking on the streets, loud music from cars, marketers at various levels. For example, we find that buses and temples, loud noises from the kitchen and product formulations for the same brand need to differ loud street vendors who seem to have undergone for the north and south of the country; and the same special training to develop a distinctively piercing nasal piece of communication does not carry across regional pitch. Where most countries would have road signs borders, not just on account of language but also discouraging honking, on Indian roads you are likely to because the popular celebrities, cultural sensibilities, find trucks and buses asking people to honk if they want jokes and emotional hooks can vary from one state to to be noticed. 2 another. India is bursting with colour: 4 Class distinctions rule: One of the things that strikes a first time visitor to India India is and has always been a highly class-driven is the amount of colour in everyday life … from the society, and the status distinctions go beyond the clothes people wear to the way they do up their homes, traditional caste system that is a more widely known to the everyday rituals of flowers and rangoli – India phenomenon. A mix of income, education and really is bursting with colour. It is important for brands, occupation clearly define your “place” in society in particularly in categories that are meant for display, to contemporary India. And your place in society in turn recognize the importance of colour in product design defines who your friends are, who you sit down at the and packaging. Technology brands, for example, have table with, who you would think of marrying, and what only recently begun to introduce colour into their India by Neha Ahluwalia, TNS India product offerings. gems : SEPT 2010 Page No. 4
- 5. A view from the trenches: 10 things you won’t learn on Google continued from previous page 6 9 Infrastructure is as much of an urban, Red tape thrives: The Indian family sticks together: metropolitan, upper class problem as a Getting things done is a huge challenge in India, The family is still very important in India. Although the rural one: particularly when it involves dealing with bureaucracy. extended family has given way to nuclear families, the More than 80% of urban India deals with power cuts on Red tape impedes every process, from getting a phone family is at the centre of most activity even though we a near-daily basis, and running water is available to connection to getting a passport renewed to making a talk of rising individualism among the young. Family complaint about a traffic offence. This has been a opinion and influence also continue to be play a key role 5 even the most upper class localities only for a couple of springboard for much humour as well as empowering in all ‘serious’ decisions like careers and marriage. hours a day. Upper class homes whose owners can messages in communication over the years. afford it typically have their own infrastructure back-ups The young are finally in control: 7 1 for electricity and water supply, but for most of middle Achievement and competiveness kick in early: India has traditionally been a society that has revered class India, dealing with infrastructure challenges is an Indians tend to be innately competitive, and are age, but a distinct shift is now visible. Over 50% of everyday reality. The fact that there has been a naturally encouraged to be this way from a young age. This is a Indians are under 30, and this statistic is becoming conservationist attitude in India as a result of scarcity function partly of a high parental need for achievement, apparent in the average age of politicians, film stars, explains why Indians are now lagging behind in jumping and partly of the fact that the supply of good schools cricket heroes and other youth icons. 0 onto the ‘green’ bandwagon. For a country that is only and good jobs falls way short of the demand created by just beginning to splurge, it is a bit early for the the huge population – which means that Indians This segment is likely to drive a lot of the change India conservation message to take root. compete with hundreds of others for every opportunity, will see in the coming years, since they are a distinctly big or small. Achievement and performance are among different generation. Many of them have grown up with the biggest drivers of brands across categories – from technology and are very comfortable with it. They are detergents to breakfast cereal to technology. connected and in tune with global trends – many of the shifts we see around the world in terms of growing social Personal boundaries are porous: responsibility and environmentally sensitive choices are Indians have few personal boundaries, and are as reflected among the urban youth in India. They are also 8 comfortable throwing open their homes and hearts to quite different from the generations a few years ago in near-strangers as they are asking fairly personal that they are willing to create change by being a part of questions of people they have just met. It is not the system rather than being disconnected from it. uncommon to get into a conversation on a train or bus and be asked why you are not married, how much you earn, whether you plan to have kids and what you want your yet-to-be-born kids to be when they grow up. It is equally common to be sitting on a double seat in a bus and be asked to move over to create room for a third person … so the absence of personal boundaries India by Neha Ahluwalia, TNS India extends to physical space as well! Anjali.Puri@tnsglobal.com gems : SEPT 2010 Page No. 5
- 6. Traditional Trade Winning in the Traditional Trade Arnaud Frade, Regional Director - Retail & Shopper, TNS APMEA Within Rapid Growth & Emerging Markets, the Traditional Trade (TT or General Trade) sector represents the vast majority of stores where most consumers purchase goods on a daily basis. These range from open air markets, shacks, small stores (“mom and pop stores”) to other types of independent retailers – basically any non-chain, non-structured retail operations, covering food, health & beauty, and textiles as well as mobile phones or small electrical goods. In many countries, these are actually frequented by shoppers from all walks of life, whereas in others they are almost exclusively targeted at low income consumers. Traditional trade represents a massive channel for the trading of goods: in China, whilst Modern Trade is fast expanding and winning share of wallet at a fast pace, TT still represents the bulk of the distribution channels outside the top tier cities. In India and sub-Saharan Africa more than 90% of the trade is traditional, as is more than 70% in Indonesia and more than 50% in Brazil. For a manufacturer, these various formats and their challenges can easily prove overwhelming… it is thus India by Himanshu Verma, TNS Egypt vital to focus attention on several critical elements… gems : SEPT 2010 Page No. 6
- 7. Winning in the Traditional Trade continued from previous page What are the major distribution points? Trade. These often highlight underlying opportunities to Specifically, how best can a manufacturer maximize win and create success in Traditional Trade… distribution to ensure its brands can reach various formats… for example, in Indonesia, Pasars (the wet Traditional means only low income markets) are a major wholesale distribution point, often consumers shop there… used by small stall owners (warungs) as their main This is entirely inaccurate. In many countries, shoppers of buying point… TT are both from low and middle/high income groups… they however exhibit vastly different patterns – whereas How best to reach communities? the low income shopper is likely to buy all goods in TT Mobile shops (carts etc) are a great way to connect outlets, higher income shoppers will only selectively buy directly within a community – they are used for selling goods which they have little emotional engagement but can also be used for testing products… with… Furthermore, higher income shoppers may not even visit the shops in person – the maid, driver or a How to leverage presence in Modern Trade? phone call will procure the necessary items. Many small shop owners buy their items from large supermarkets or chains, away from the city or village in The opportunity: depending on your brand, there is a which their store is located… How can bespoke significant opportunity in targeting shoppers based on packaging and formats cater to these buyers, and is it their actual income-driven shopping behaviours; for even suitable? example better connecting with low income shoppers with solutions adapted to their needs… going beyond What is the optimal way to conduct the classic example of the single-dose sachets and research? examining how you can adapt your product, packaging In these channels, access and solid methodologies are but also formula, to better match these needs. critical. In particular, methodologies must be tailored to the environment being researched – requiring innovative Shoppers only shop in person… solutions adopted to capture true behaviours and Not everybody actually visits a shop… in India, for effective insights. This is at the heart of TNS’ focus on example, up to 30% of all shopping within TT is done driving better research in Traditional Trade. over the phone. The consequence? Product promotions may never be seen by shoppers… two packs for the Brand owners outside these core markets will have price of one (Buy One Get One Free) for example may heard several common myths around Traditional not be passed on to the shopper… Africa by Harry Rutenberg, TNS RI South Africa gems : SEPT 2010 Page No. 7
- 8. Winning in the Traditional Trade continued from previous page The opportunity: reviewing the promotions you run everything in Traditional Trade. Shopkeepers are products fresher longer), deliver a clear message and their execution is critical here – it may be warranted embedded within the communities they themselves live (adapted labels and information elements – many in certain markets to use the pack to communicate in and must develop a personal rapport with their shoppers, especially of lower education levels, will seek promotions available or to seize the opportunity and shoppers. Providing informal credit terms (a major more information and want to take their time learning seek to engage shoppers directly via a help-line or even barrier for Modern Trade, unless credit facilities can be about your product’s benefits) and guarantee quality a home delivery service…. In addition, it is worth provided), recommending products (very selectively), (with labels and anti-tamper seals)… helping shopkeepers to better engage their customers… and making conversation are all key aspects of the shopping experience. Often, the shop may even be And how best to gather the right information and Products are always within easy reach… located in the shopkeeper’s own home. optimize your marketing investments? For this, we adopt For every open stall and easy-to-reach display there is a the 3E model – looking at gathering an exhaustive blocked storefront, protected by gates or chicken wire… The opportunity: helping shopkeepers offer more to perspective on the three core components of the in certain countries, almost all stores have these their customers, by providing them with relevant in-store Traditional Trade path to purchase… security elements. This creates a major packaging materials (i.e. not large fridges, likely to be cannibalized challenge…the pack is read not at arm’s length but at by other brands or posters which will end up lining a around 2 to 3 metres distance… so the visualization of back-room) to help in the decision or provide a the content becomes critical and a real challenge, yet value-add to shoppers. In the same vein, turning the most packs are still designed for close reading… outer packaging of delivery boxes into a source of missing entirely the opportunity to cut-through and merchandising advice…. reach more shoppers… Product quality is inferior to that in Modern The opportunity: matching the way shoppers shop for Trade… your products and the way your packs are designed… Whilst this may make a perfect story for the Modern obvious, it seems, yet not done consistently and by Trade retailers, it is, overall, not necessarily true at all. most manufacturers. A bold pack design, a clear way to Most packaged goods found in TT are exactly the same provide effective cut-through and a consistent labelling, as those available in Modern Trade (one of the reasons adapted to local needs / understanding are all critical to being they may have actually been bought there!). performing better in these environments. The opportunity: brands are all about quality and Service is far more important in Modern reassurance – so over-communicate and ensure there Trade… are ways to protect the content (sophisticated This is as inaccurate, as it is obvious: service is packaging, able to sustain more abuse and keep Indonesia by Karthik Venkatakrishnan, TNS Indonesia gems : SEPT 2010 Page No. 8
- 9. Winning in the Traditional Trade continued from previous page Need Environment focuses on gathering key insights to optimize Channels, Distributors your Route to Market, to shape your effective & Wholesalers understanding of the market, to adopt the right • Wholesaler/distribution point distribution strategy, balancing control with dictates selection • Neighbourhoods dictate channels cost management… Overall, winning in Traditional Trade is about accurate, current and Engagement looks at providing a holistic understanding of detailed understanding of Shopkeeper the shopkeepers such as how recommendations the human interactions • Drives recommendation are driven, how physical interactions with taking place at the heart of • Controls category/item interactions products are controlled or how they engage communities in Rapid their customers. Research is ongoing, Growth and Emerging including via novel methodologies, such as Markets… leveraging Mystery Seller… insights to deliver better products, improved Experience is the ultimate stage, seeking to provide an packaging and high-value in-depth understanding of how the shoppers offers. Shopper • Relation to a brand (commitment) see the different channels, what relationships • Price/Value relationship • Connection with Shopkeeper exist with various brands, and how value or (stakeholder relationship) price prevails are all critical aspects. Purchase Arnaud.Frade@tnsglobal.com gems : SEPT 2010 Page No. 9
- 10. Mobile and Internet Emergence via Convergence (A focus on South East Asia) Mobile and Internet convergence is growing rapidly, but full market potential is not being realized Michael Joyce, Regional Director, Technology (South Asia) Emerging markets leading in convergence devices. These problems have been more evident in emerging markets Emerging markets are quickly taking technology device where money is a significant obstacle – both for consumers and for convergence to new heights. In 2008 the term infrastructure investment. ‘convergence’ was all about mobile phone handsets increasing functionality to include MP3 music players Global Industry forecasts predict that in the next few years mobile and cameras. In 2010, the term has a whole new broadband subscribers will equal the number of fixed broadband meaning as the current generation of smart phones is subscribers. Since 2006 fixed broadband has experienced solid taking over many functions that were previously the year-on-year growth in absolute volumes – however, when domain of desktop and laptop computers. compared to the exponential growth of mobile broadband, fixed broadband growth appears relatively flat! Now there is direct competition between Netbooks and smart phones – where the key difference is the physical The massive demand for and uptake of mobile broadband is size of the device. In more affluent markets where fuelled by the rapid growth of the mobile phone user base consumers can afford the luxury of owning both, there (Vietnam, for example, saw a staggering increase of 86% in is a greater delineation of tasks by device. Editing new mobile subscribers in 2009 as compared to 20081). documents or Internet shopping, for instance, are more often done via Netbook while Instant Messaging and However, while transition to 3G should also accelerate listening to music are more often done via mobile handset. mobile Internet, markets in South East Asia (for example Thailand) are yet to fully deploy 3G technologies, while However in less affluent markets, where we see a new others (such as Vietnam) have issued 3G licenses to class of consumer emerging from the ‘bottom of the selected carriers and are in the early stages of network pyramid’, there is a tendency to invest in a single device. upgrading. Even in markets where This device is expected to ‘do all’ and often represents a 3G has been launched there are consumer’s single largest financial outlay for the year. often capacity and coverage This is where we see the highest rates of convergence. problems, particularly in the Philippines where Untapped potential for mobile Internet consumers claim The current mobile Internet services market still has ‘functionality problems’ enormous untapped potential – owing to inhibiting as a barrier to usage at factors such as regulatory restrictions, network capacity twice the regional limitations, lack of affordability and the high price of the average.2
- 11. Mobile and Internet continued from previous page Across South East Asia, consumer levels of interest The second point is a reflection of market maturity and (among non-users) for 3G services range from 14 to 22 is more difficult to address. percent – well above the global average of only 10%.3 As markets experience rapid growth in the number of So whilst it is clear that South East Asia’s rapid growth mobile subscribers, service providers compete fiercely markets have strong demand for the mobile Internet, to attract these new users to their networks. For many this trend towards convergence has not translated into new subscribers, brands do not seem adequately positive growth for network operators’ financial results. differentiated, making price the key purchase criterion. Why? Hence, network operators enter price wars and offer deals that are driving down average revenue per user Barriers to application adaptation (ARPU). TNS Global Telecom Insights (GTI) 2010 study finds the overwhelming barriers that prevent consumers from At the same time increases in the subscriber base becoming regular users of VAS (Value-Added Services) mean that network capacity needs to be increased to are that the service is ‘too difficult to use’ and has meet higher call and data volumes being transmitted. ‘functionality problems’. Put simply, consumers have That extra capacity requires heavy investment – been facing two fundamental problems: investment that takes longer to return as margins are The process, navigation or operating system continually shrinking. If this investment is not made, we required to access the VAS is too complicated and see escalation of user problems with ‘functionality’ of not easy to use; network and VAS applications. This creates a vicious The network they are using is too slow, too circle where lack of investment delivers a lack of congested or has insufficient coverage to deliver the revenue (adoption) from new VAS. service they are seeking to use Market maturity growth cycle The first point (usability) appears to have been rectified Markets like Malaysia show the investments to improve by usability and functionality advances in operating the capacity are worthwhile as better network systems. For the world’s rapid growth Emerging Markets performance significantly increases user demand for this will be further addressed as lower priced Chinese VAS adoption. This is clearly evident in GTI 2010 where manufactured devices with Google’s Android Malaysian consumers’ level of interest in 3G services is functionality become more readily available. 22% (building on an already very high base of 38% of current users). Indonesia, TNS library gems : SEPT 2010 Page No. 11
- 12. Mobile and Internet continued from previous page End Call The mobile Internet market is huge; it is growing fast 3G and with industry development growth it will continue to Users Interest accelerate – particularly if operators address capacity Global 12 +10 issues. Developed 24 +8 Emerging 5 +14 Marketers across all sectors must accelerate their efforts to reach the consumers through digital content Thailand 2 +14 via mobile devices. As smarter, more intuitive, devices Vietnam 4 +16 drive Internet usage it will make the mobile phone the Indonesia 4 +17 optimal information source and entertainment device Cambodia 3 +18 Philippines 12 +18 across South East Asia and the world’s other rapid Malaysia 38 +22 growth and emerging markets. TNS: GTI 2010 1 Informa Telecoms & Media 2 TNS – Global Telecom Insights (GTI) 2010 3 TNS – Global Telecom Insights (GTI) 2010 Michael.Joyce@tnsglobal.com gems : SEPT 2010 Page No. 12
- 13. Digital Kenya Growing opportunity in East Africa Melissa Baker, CEO, TNS Research International, East Africa For the growing band of online East Africans, the Internet is an intimate and important part of their lives. Understanding their behaviour and motivations provides valuable clues to show how marketers can exploit this medium to further the interests of their brands. Research across key East African cities shows that an average of 45% of adults have ever surfed the Internet, and among these, commitment is higher than in many other countries around the world. The recent Digital Kenya study gives some insights into how best to utilize this growing medium. The study was conducted earlier this year with 1,669 Kenyan Internet users. How should the Internet be integrated into marketing strategies? The first message from the study is that the marketers cannot afford to neglect the Internet while crafting their marketing strategies. Online Kenyans expect brands to interact with them online. While Internet penetration may be relatively low at the moment, now is the time to establish a reputation for our online interface with consumers, so that as access grows, especially as mobile phone based interface sharpens, brands are well placed to capture the hearts and minds of target consumers. It is unlikely that the Internet will immediately replace conventional media, but with access to the Internet growing exponentially via the mobile phone, it may certainly replace them over time. Among users, the Internet is already ahead of conventional media in terms of frequency of use. Perhaps this is not surprising given that it is possible to go online a number of times even during periods when traditional media are out of reach. It is quite easy to take a sneak view at a website during working hours, whereas turning on the radio or TV at work is expectedly frowned upon. The East Africa, TNS library
- 14. Digital Kenya continued from previous page chart below shows the frequency of accessing radio, the Already, a majority of Kenyan Internet users search for Already 57% of Kenyan Internet users seek reviews by Internet and TV by our Internet users. You can see that product information online to aid in their purchasing other users of products and services to input into their the Internet wins hands down for access more than 5 decisions. 78% of Kenyan surfers regularly do this. purchase decisions – with the power of online times a day. Although this is lower than elsewhere in the world, it still recommendations or disparaging reviews likely to holds a clear message to marketers: you must provide increase dramatically over time. RADIO INTERNET TV easy to find and navigate, clear and relevant product and service information to the users. E-commerce or online purchasing is a big opportunity though currently in a nascent state. While an international Burgeoning e-commerce and social TNS study showed that the top 10 Internet activities influence revolved around online banking, researching products More specifically what surfers are interested in is the or services online, visiting a brand or product website or basic details of the product or service, product pricing, a other e-commerce activities, these do not figure in the comparison between different products or brands, user top 10 in Kenya yet. Kenyans visit sites relating to reviews, professional reviews, products or services that seeking knowledge (especially news) and communication. exist within a particular category and where to obtain Indeed, other results from the study show that despite the products or services locally. the high level of product research online, only 29% have 65% of those participating in the Kenyan research ever purchased online – this may be contributed to by a What are surfers looking for when researching relatively small banking infrastructure and low spend more than 1 hour a day online, and most of them products and services? penetration of credit cards. want to spend more time! Details of product/service specification A lack of means of online purchase and a lack of local A tool for both work and entertainment Comparison of prices so as to get the product delivery in Kenya are the key limiting factors. In Work is the main sphere of motivation for going online, best price fact, 88% demanded to be able to buy online using followed by academic pursuits and then entertainment. A comparison between different products mobile money. The second most demanded type of site Accessing reliable information is the main reason for in Kenya, after educational or e-learning sites, was connecting, followed by ease of communication. Thus Consumer/user reviews indeed e-commerce. Kenyan brand and service online users in Kenya are mainly in the information Professional reviews providers need to provide Kenyan online users with hunting segment of users worldwide; even so about half (reviews done by professional reviewers) possibilities in terms of online ordering and purchasing. seek entertainment via the Net. Marketers need to fulfil Which products and brands exist in each product / service category Assuming infrastructure and access can evolve, Kenyan these needs and also play to future opportunities as Places/addresses to buy the products / banks in particular have a big opportunity – especially TNS expects entertainment and e-commerce to grow services offline since online banking is one of the leading services that quickly. Websites to buy or subscribe to the Kenyan web surfers would like to use. products / services online gems : SEPT 2010 Page No. 14
- 15. Digital Kenya continued from previous page Social media are saying about their brands via social media and blogs. So where are the best places to be seen on the Web? For Kenya, news is currently an important draw so Finally online advertising appears influential. In total, online daily newspapers and other news sites are 92% remember seeing an advertisement online and important places to have an advertising presence. about 45% of these say it was influential in their Additionally, search engines, especially Google, are purchase decision. This openness to online launch points for many online knowledge searches communication further enhances the potential of digital (90% use Google) which often end in Wikipedia – 87% media in Kenya for manufacturers to reach out and of Kenyan users had read something on Wikipedia! bond with their consumers. An increasingly important destination is Facebook, with Now is a critical time for the Internet’s development in 85% of Kenyan surfers linked up to a social network site Africa. A number of key factors are aligning that will and 96% of these to Facebook. In Kenya 50% of social work in synergy to rapidly accelerate and drive Internet networkers have more than 100 contacts online! Social adoption. These include significant increases in networking sites are very sticky, with over 70% of those bandwidth throughout sub-Saharan Africa, increased linked visiting more than once a day. Thus social investment in mobile phone networks, and an influx of networks should be an important weapon in the online lower cost smart phones with Internet-friendly browsers marketer’s armoury. In Kenya 56% of social networkers and operating systems. had joined a brand fan group and 40% have clicked on an advertisement. In essence the time for marketers in Kenya and other sub- Saharan African markets to embrace the Internet is now. In terms of the brand or service website itself, manufac- turers’ sites still have a lot of credibility as sources of information, being selected by 30% of online users as the most trusted source. However, this is outstripped, by reviews by other seemingly independent users, who are cited by 44% as their most trusted source. Therefore even where the Internet penetration is relatively low it is important for marketers to not only have a strong website, but to also monitor what others Melissa.Baker@research-int.com gems : SEPT 2010 Page No. 15
- 16. LETTER FROM CHINA Clickstream Revolution Jon Briggs, APMEA Regional Director, Digital Innovation & Implementation The importance of being China Clickstream is just one example of this new opportunity consumers often cannot recall their behaviour exactly It was highlighted last year that the Chinese Auto market environment and is a tangible expression of the listening some consumers don’t want to accurately recall their had become larger than the US market for the first time. zeitgeist. behaviour because of social inhibitions And recently, GM announced that China had become their biggest global market. Clearly the size and the Clickstream is a so-called addressable channel. Because Given the fact that there is a bewilderingly large number heady growth in China are making it a key battleground each Internet session is unique and traceable to a of options for consumers’ online behaviour, these for marketers who want a higher quantity as well as specific user, behavioural data is gleaned by permission problems are only magnified in a digital environment. quality of market intelligence to succeed in China. from a person which records the exact websites, search Marketers are often heard asking questions such as: terms and advertising that they were exposed to or Integration of “do” and “feel” Where do I go to find information? How do I evaluate clicked on. This overcomes two essential problems that At TNS, we integrate this actual behavioural data with different offers? How do I become an expert and build researchers trying to help marketers have previously faced: attitudinal data. This enables us to not only explain what my customised ideal model that best suits me? It is also well known that China is home to the largest number of Internet users in the world. Not surprisingly the answer to these questions is therefore increasingly digital. The importance of being digital It is well documented that the digital revolution has increased the collective power of consumers. This means that to have a greater chance of success, marketers must collaborate with consumers more than ever before – they need to co-create and they need to listen more deeply than previously to engage and maintain relevance. What is less well documented is that the digital revolution has also provided us marketers and researchers with new and often unprecedented real time data that can be used to understand consumers’ behaviours, their underlying motivations and need drivers. China, TNS library gems : SEPT 2010 Page No. 16
- 17. Clickstream Revolution continued from previous page people are doing but to understand why they are doing it. between digital and traditional (tradigital) by examining It is often said that the digital revolution magnifies test and control cells? How do people decide which everything about brands. They must be more honest. This helps us in launching attitudinal probes into brand to purchase? What influences people? How do They must be more efficient in their marketing. They specific behavioural groups, whose behaviour is proven they talk and think about a category online? When do must be more accurate in their targeting. They must be by the click streams that they generate, not just by what people decide which brand to purchase? more collaborative with consumers. And they must they claim. This provides incremental insights to answer move at increasing speed and with increasing agility. questions such as: What does a group or segment of Our Digital Behave Offer, which combines clickstream target consumers actually do in the digital world? How and attitudinal data, is providing answers to some of the As such, Digital Behave, leveraging clickstream, is a effective is a video or Internet banner in influencing very same questions that the Auto companies need to key weapon in the marketers’ armoury to investigate people to think in a certain way about a brand? What sustain their growth in China. And across other sectors and then take advantage of China’s vast and unique are the synergies in an integrated marketing campaign like Technology, Search, Financial Services, Healthcare digital environment to create more profitable and so on…. we have invested heavily in expanding our engagements with consumers. China-based expertise in this area in conjunction with our Global Centre of Excellence in Germany. Uniquely digital, uniquely Chinese China offers unique possibilities for incremental consumer understanding using clickstream data. The three drivers of everything digital reach their apogee in China: Jon.Briggs@tnsglobal.com i) the sheer number of users of the Internet; ii) the democratisation of the means of production & distribution as evident through the sheer number of blog entries, forum visits, video sites and the like; iii) Cognitive Surplus, a vast reservoir of well educated and capable consumers keen to express themselves. And because China is a unique market, we also have unique capabilities to follow the consumers wherever they go in clickstream terms – whether it be via mobile, PC or iCafe. This provides TNS with a unique and holistic market perspective. gems : SEPT 2010 Page No. 17
- 18. Africa by Harry Rutenberg, TNS RI South Africa