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Jeff Hasen

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The Return of Notes From A Mobilized Marketer

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Those who go back with me may recall that I regularly wrote and posted Notes From A Mobilized Marketer following the publication of my first book, Mobilized Marketing, in 2012.

And for those who go back -- way, way back with me -- you likely remember that I’m a former journalist who have always sought to find the interesting, especially those things that matter, and to be provocative in my writing.

The column went on hiatus as life got busier and attention turned elsewhere.

The break is over.

Why?

There are so many thoughts, questions, doubts, fears, and, on the many good days, hopes that it’s time to write more regularly. I know for sure that this Notes phase will be more personal than ever, and I’ll surely look to spark conversation again.

We need each other more than ever and I’m starting this effort up again not to spew but to share and hopefully to hear from you if something strikes a chord.

Let’s go.

On any given day, my emotions run from overcome to optimistic but there are way too many days when the mindset goes in reverse. I don’t have a handle on my psyche and I’ll bet that there are loads of us in the same place. What does this have to do about marketing? Everything. We are nothing without consumer insights. But today more than ever, labeling someone this or that fails to account for the fact that in a pandemic, in lots of ways, someone – your customer or prospect -- is this and that. …

The auto insurers knew enough to offer rebates given the minimal driving that we are doing. My inbox tells me that the car service companies, including those that primarily change oil, either don’t realize that our patterns have changed or are too stupid or programmatic to make the necessary adjustment. …

Some of the wisest communications that I’ve seen have come from Alaska Airlines who have regularly informed customers of steps it is taking to keep everyone safe. That’s hardly unique for an airline, but what did get me to notice was a new and very human video centered on the idea that Alaska Airlines will be there “when you are ready.” https://blog.alaskaair.com/coronavirus/alaska-airlines-coronavirus-supporting-guests-team/. No hard sell. No false conclusion that people will take to the skies at the same time. Instead, it was empathetic and real. And smart. …

So much has changed during COVID-19, but what hasn’t is that I fail to listen. Marketer and wise man Seth Godin told me and us on March 20 to stay away from social networks all the time, but especially these days. https://seths.blog/2020/03/calm-also-has-a-coefficient/. “Twitter has been engineered to maximize panic. Calm is penalized, panic is amplified.” I’ve had way too many days feeling panic from what I’ve seen on Twitter. My weak defense is that I’m a news junkie – I have been since I was first able to read – and that I have to live life in real time. During the pandemic, for me at least, it’s been a path to being upset and defeated. And it’s self-inflicted. I need to do better. Now. And that includes time on Facebook. …

You’ll be snockered in no time if you down a shot every you hear the term, “We live in unprecedented times” in a commercial during a night of television watching. This is neither a news flash nor an original or compelling thought …

It’s always about clicks, never more so than today. Coronavirus may come back stronger in the fall is as definitive as a 100-item menu, yet this is positioned as news just about every day on CNBC and elsewhere.

I’ve long held the belief that you need to revisit your marketing playbook every six months. These days, the conversations need to happen weekly.

In about the time that it takes to fly from Chicago to San Francisco, Frontier Airlines reversed its plan to charge passengers who wanted to guarantee that a middle seat would be empty. https://www.cnn.com/travel/article/frontier-airlines-rescinds-middle-seat-pay-trnd/index.html. That the original idea saw the light of day is incredibly dumb. …

Until next time. Stay safe.

Tagged with Notes, Mobilized Marketing, Alaska Airlines, CNBC, Twitter, Seth Godin, Facebook.

May 10, 2020 by Jeff Hasen.
  • May 10, 2020
  • Jeff Hasen
  • Notes
  • Mobilized Marketing
  • Alaska Airlines
  • CNBC
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The Relatability of Human Achievement

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This morning, I completed a 45-minute Tabata ride on my Peloton spinning bike. These rides, designed for twice as much effort time as recovery, have caused many to stop, cry, puke, or not even attempt them.

Minutes later, I learned that Eliud Kipchoge became the first human to run the 26.2 mile marathon distance in under two hours.

Of course, these two events aren’t comparable – I didn’t make history (but I also didn’t throw up) – but there is an important commonality when you consider the power of achievement.

As I wrote in my The Art of Digital Persuasion book, marketers have been wise to tap into moments that at first might seem as unrelated.

In 2017, Nike created Breaking2, an attempt for elite athletes to break the two-hour barrier for running a marathon. The number of people tuning in to the live stream on Twitter was nearly eight times higher than the broadcast audience of the New York, Boston and Chicago marathons. In total, 13.1 million watched the attempt live via Twitter, making it the company’s largest brand-powered, live-streaming event.

“It was cool because you saw all the tweets from the people who are watching on Twitter, “ Stacy Minero, Global Head of Twitter ArtHouse, told me. “And then you have this curated timeline where you had all these journalists and sports broadcasters weighing in minute by minute, weighing in on what was happening on screen.

“Breaking2 created a sense of urgency. I would say also anticipation because there's an outcome -- either the marathon record will be broken or not. You are driving tune in around this anticipation. They also used Twitter Tools. You can ‘heart’ to get a reminder when the race is going live or when key moments were happening.”

While you may never run at record pace or even get on a spinning bike and do what you believe isn’t possible, there is still lots to learn and apply from what occurred this morning.

Tagged with Stacy Minero, Twitter, The Art Of Digital Persuasion.

October 12, 2019 by Jeff Hasen.
  • October 12, 2019
  • Jeff Hasen
  • Stacy Minero
  • Twitter
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Three Ways To Keep On Keeping On Despite Emerging Technology

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Many of us have spent years, nearing decades, understanding the digital customer journey and motivations. We’ve done it well. Take a bow.

Then the world was upended. We now know that there are funny-looking objects on people’s nightstands and even on their heads.

Voice. Virtual reality. Artificial intelligence. Machine learning. Wearables.

Who asked for all of that?

If you believe that everything has changed for marketers, think again.

During interviews for my The Art of Digital Persuasion book, I learned that in many ways it is imperative to continue doing what you were doing despite the adoption of new technology. 

Be Human

Machines are propelling us to up our marketing games. But they aren’t replacing us. And they never well.

Consider this. In 2017, Nike created “Breaking2”, an attempt for elite athletes to break the two-hour barrier for running a marathon. The number of people tuning in to the live stream on Twitter was nearly eight times higher than the broadcast audience of the New York, Boston and Chicago marathons. In total, 13.1 million watched the attempt live via Twitter, making it the company’s largest brand-powered, live-streaming event.

Of course, most of us won’t attempt to run a two-hour marathon - or any marathon at all. But we can all relate to the effort to maximize human achievement. That’s what Nike bet on and won. 

Be Realistic

Understand that you can’t run a marathon, even in four hours, in flipflops.

“Everyone has to be relatively sober-minded when evaluating the possibility of a what might come in the future and realize that for all of us who are trying to predict what can happen in the future, we're all partially right and partially wrong,” Aaron Price, SVP of Global Marketing, Expedia told me.

In other words, give yourself a chance to succeed. But know that you will never be perfect. No one can be.

Drive Action

Involvement is everything. Regardless of the technology, seek to turn what might be a passive activity into one that your customers and prospects will see is interactive.

How? Interestingly, some brands have built upon the concept of user-generated content to entice customers to take part in user-generated product.

“If you think about Mayochup, which is a combination of mayonnaise and ketchup, Heinz put a Twitter poll out there and said if you get to 500,000 (participants), we're going to put these products on shelves in your local stores,” Stacy Minero, Head of Content Creation for Twitter, told me. “And that created a whole gamification of that campaign. And they got a billion (media) impressions within 48 hours.”

The lesson in all of this? Of course, see emerging technology for what it is – more screens, more interfaces, more complexity for marketers following or leading customers. But don’t think for a second that you should abandon what you know works.

Tagged with The Art Of Digital Persuasion, Stacy Minero, Twitter, Expedia, Aaron Price.

May 5, 2019 by Jeff Hasen.
  • May 5, 2019
  • Jeff Hasen
  • The Art Of Digital Persuasion
  • Stacy Minero
  • Twitter
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Now What?

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In 2015, I wrote The Art of Mobile Persuasion, a book about the relationships that people have with their mobile devices.

It’s safe to describe them then and now as intimate, engrossing and integral.

The central questions in The Art of Mobile Persuasion were whether brands have opportunities to get in on that action or is three a crowd?

Since then, some businesses have muffed the chance, taking an approach that has been deemed as invasive, impersonal, and/or offering no value. But others large and small have knocked gently, ingratiated themselves, brought something that was welcomed, and seen resulting increases in awareness, loyalty and sales.

To the former group, what were you thinking?

To the latter, we’re good now, right?

Well, no.

Why? The playing field has changed.

Our nurtured customers and prospects are now being wooed by other means.

Though voice interfaces.

And wearables.

Smart appliances, even toilets.

And OTT (over the top) devices.

Virtual and mixed reality software and hardware.

And the list goes on. There’s every reason to believe that the pulls for attention will grow this year, next year, and every year after that.

Of course, this brings with it all sorts of complications.

·      Where will we find our customers and prospects?

·      Where we do want to lead them and what must they find when they get there?

·      How does all of this innovation affect the customer journey?

·      If personalization is the so-called North Star, how do we deliver this on the screens and interfaces of today – and the ones surely coming behind those?

And how does the relationship that your brand has steadily built with customers via the mobile phone survive, evolve, and thrive when eyes and ears are drawn to even more places?

In my new book The Art of Digital Persuasion, the conversation broadens to today’s interfaces, devices, behaviors and technologies.

I again have had the pleasure and privilege of visiting with some of the sharpest marketers and other business leaders that one can identify. I sought out real-world experience, perspective, and advice to give us the knowledge, skills and confidence that we all need to do our jobs -- and, in many cases, to reimagine our current outdated positions given these upended times.

I share what leaders from Amazon, Google, Microsoft, Twitter, ESPN, and others are doing and thinking to address the core question of the new book:

Now what?

The book is now available on Amazon. https://amzn.to/2G4CrCu

 I hope that you’ll give it a look and take the time to learn from these experts just as I have.

Tagged with The Art of Mobile Persuasion, The Art Of Digital Persuasion, Google, Amazon, Microsoft, Twitter, ESPN.

April 8, 2019 by Jeff Hasen.
  • April 8, 2019
  • Jeff Hasen
  • The Art of Mobile Persuasion
  • The Art Of Digital Persuasion
  • Google
  • Amazon
  • Microsoft
  • Twitter
  • ESPN
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Is Limiting The Unlimited The Way To Serve The Mobile Appetite?

  
 

 
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The all-you-can-eat buffet has been described in Food and Wine magazine as "the epitome of American gluttony." That title is now in jeopardy.

To hear Apple and Google these days, mobile has become for some like the Bloomin' Onion, or the equivalent of 3,080 calories in one sitting. We know that we are full at 2,000, but we can't seem to help ourselves.

Social networks. Push notifications. Time spent watching videos. Netflix. YouTube. And more. Each adult mobile user in the U.S. spends 3.3 hours per day on mobile devices, according to Mary Meeker's latest report. According to the NPD Group, the average U.S. smartphone user now consumes a total of 31.4 GB of data on a monthly basis (including both Wi-Fi and cellular). Cellular data usage among consumers with unlimited plans is 67% higher than those with limited plans, per NPD.

How did we get here and what does this all mean for marketers?

First off, is the present any different than what we could've — or should've — imagined? We have given users unlimited data, high-definition large screens, content to entertain, inspire and teach, and access to almost anything wherever and whenever. Should we have believed that mobile users who have unlimited plans wanted just a few bites of the mobile's version Bloomin' Onion? Did we expect consumers to spend hundreds of dollars on a device to just keep it in their pockets? Have we not conditioned our customers and prospects to come to us on mobile any time and at all times?

Now Google and Apple, whose operating systems are in the hands of 99% of mobile users in the U.S., have introduced efforts to enable us to help ourselves. At its I/O conference in May, Google unveiled tools to help create balance. It said that 70% of users want help. Recently, Apple introduced Screen Time, which, when released this fall with iOS 12, will give Apple customers app and device usage information and lets them limit access if they want to cut down. Screen Time features include activity reports, app limits and new "do not disturb" and notifications controls designed to help customers "reduce interruptions and manage screen time for themselves and their families."

Notable for marketers, iOS 12 gives customers more options for controlling how notifications are delivered. Users will be able to manage notifications to be turned off completely or delivered directly to a special notification hub. Siri can also make suggestions for notifications settings, such as to quietly deliver them or turn alerts off.

Screen Time creates detailed daily and weekly reports that show the total time a person spends in each app they use, their usage across categories of apps, how many notifications they receive and how often they pick up their iPhone or iPad. People can take control of how much time they spend in a particular app, website or category of apps. The app limits feature lets people set a specific amount of time to be in an app, and a notification will display when a time limit is about to expire.

This changes everything for marketers. Or does it? It's always been about delivering value: quality not quantity. The fact that so much time is spent on mobile devices may indicate to some that marketers are succeeding. But the savvy marketer understands that these upcoming tools give consumers the power to shut off the unwanted features and to curate exactly the individual experience that they want.

Meaning, campaigns will be affected. In a nine-month period ending in March of this year, brands sent 300% more push notifications than in the previous nine months, according to Adobe. With consumers soon having the ability to dispatch pushes away from the home screen, more care and thought will be necessary to ensure that those messages sent to consumers are viewed in a timely and actionable fashion.

Measurement of programs will also need to be adjusted. A key metric since the iPhone debuted has been time spent. Clearly, marketers and developers must rethink the idea that it's all about how long they can keep mobile users engaged.

So is mobile going to give the gluttony descriptor back to the buffet? Time will tell. Surely, all-you-can-eat mobile usage works for tens of millions. Many are entertained, more productive and enjoy access to friends and family that can't be replicated elsewhere. Plus, their waistlines aren't affected.

It's all about choice and perceived value. The former will definitely be driven by the latter. Soon more than ever.

(first appeared at https://www.mobilemarketer.com/news/is-limiting-the-unlimited-the-way-to-serve-the-mobile-appetite/525428/)

 

Tagged with Apple, Google, push notifications, Screen Time.

June 16, 2018 by Jeff Hasen.
  • June 16, 2018
  • Jeff Hasen
  • Apple
  • Google
  • push notifications
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Six Important Ways That Apple’s Revamped App Store Affects Marketers

Any objective list of visionary tech companies would include Apple. Yet during its most behavior-changing period – think 2007 when the iPhone came out – Apple’s CEO Steve Jobs and other senior executives failed to see all that was possible.

During a WWDC presentation detailing the massive changes coming to the App Store with iOS 11 this fall, it was revealed by product manager Pedraum Pardehpoosh that 20 years ago, Apple predicted 1,000 total apps eventually being created – just double what was available at launch in July 2008.

Instead, there are now 2.2 million apps in the App Store and WWDC was an opportunity to introduce efforts to not only enable more app development, but more discovery by visitors to a store that has overwhelmed even its creators.

Apple admitted that its first massive redesign has clear intentions – to make the App Store a daily destination, give voice to Apple’s growing editorial staff that is charged with presenting interesting apps, and to provide a focus on games and their significance. Overall, clarity and simplification are other goals for Apple’s redesign.

It is important for marketers to know how the revamped App Store will be affecting them, so I have outlined six important areas to consider.

1.     Mobile users have an ever-increasing appetite to watch videos. Apple says that customers download more apps when videos are present. To that end, app makers will be able to feature up to three videos and enable autoplay. If you don’t have video assets, I suggest begin creating them before iOS11 launches.

2.     Those creative sessions to deliver just the right app icon will still be important, but there will be additional opportunity to drive awareness and downloads with a new subtitle feature. Apple says more information about individual apps will help users “make the right decision” on which to download.

3.     Apple says that 50 percent of consumers who click on ads that they see in the App Store go a step further and download the app. The average cost per install of a Search Ad has been $1 since the option was made available last October. The clickthrough numbers are higher than expected which may be because beta advertisers are targeting highly specific phrases. Also, users are not yet accustomed to “ads” being shown and are treating the results as they do organic app store search click-throughs. For iOS 11, editorial content will be searchable, which will give marketers more incentive to get their apps featured.

4.     In-app purchase options will be more discoverable on the App Store and they will be searchable, providing a way for app makers to make a run at additional monetization.

5.     Marketers and developers will also see what was presented as a simplified app ratings and reviews program. No longer will ratings be hidden following an app update. Also, App Store visitors will be presented with other apps and/or games by the same developer. This is double-edged. While more discovery is a good thing, app makers will need to keep all of their apps fresh and be even more on top of ratings and reviews since the profile of one app will likely affect how visitors feel about others.

6.     Apple encouraged developers and marketers to reach out via www.appstore.com/promote to get apps in front of the editorial team. Selected apps may appear as part of a Meet The Developer column, App of the Day or Game of the Day tabs, and also via curated collections and lists.

Of course, for many, it will still be challenging to get seen in a store of 2.2 million apps and growing. However, the direction Apple is heading in offers more hope to those making apps and those looking to find ones that would interest them.

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First appeared at https://possiblemobile.com/2017/06/six-important-ways-apples-revamped-app-store-affects-marketers/

 

Tagged with Apple.

June 15, 2017 by Jeff Hasen.
  • June 15, 2017
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Notes From A Mobilized Marketer - Dolphins Are Mammals, But It Seems Something Fishy Happened At SeaWorld

Reversing the trend of lower tablet demand, a dolphin grabbed an iPad from a guest at SeaWorld Orlando.

Through the first week of the Olympics, males were posting on social media about Games’ sponsors about twice as often as females, according to Sprinklr.

I understand, but do not agree with, the rationale of NBC’s primetime delay of the Olympics on West Coast. But there is no doubt that delayed weekend day coverage in this era of real time info gathering is dumb.

The percentage of Apple Watch users who will buy the next version, especially sight unseen? There’s no way of knowing, but I'm in the “absolutely not” category. The first time produced nothing but anticipointment.

eMarketer predicts U.S. retail m-commerce will reach about $131B by year's end.

More than one-quarter of U.S. Internet users block ads, per the IAB.

For the seventh straight quarter, AT&T added more cars than phones and tablets combined, according to analyst Chetan Sharma.

Millennials are 3X as likely as Baby Boomers to use mobile banking, according to FIS.

Citing "limited effectiveness", Proctor & Gamble said that it will scale back on targeted Facebook advertising.

Fast Company wrote that "for now, Siri is as good as anything that’s out there." Parity has never been Apple’s aim.

76% of U.S. Internet users aged 13-24 say that they are “addicted” to their digital devices: CivicScience.

Unrelated, but the same percentage of U.S. online adults engage with companies on social, up from 68% last year.

There are three million active advertisers on Facebook with 70% outside the U.S.

Several more mobile payment deals were announced recently, but contrary to the hype, cash wasn't gone by Tuesday.

Apple’s App Store saw record-breaking numbers during July as developer payouts crossed $50B.

Tagged with dolphin, SeaWorld, Apple, IPad, Olympics, NBC.

August 14, 2016 by Jeff Hasen.
  • August 14, 2016
  • Jeff Hasen
  • dolphin
  • SeaWorld
  • Apple
  • IPad
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Notes From A Mobilized Marketer - The Eternity That Is 140 Seconds of Twitter Video

Twitter users can now post videos up to 140 seconds long. That’s an eternity given the human attention span is 8 seconds (per Microsoft) -- less than that of a goldfish.

77% of people read at least one review before downloading an app: Apptentive.

Last week saw the most-streamed NBA Draft ever on WatchESPN, with more than 557,000 unique viewers.

On average, 41% of retail marketing budgets are dedicated to digital, per the National Retail Federation.

Mobile accounted for 29% of travel bookings in the U.S. last quarter, Crieto reported.

Instagram has now snapped over 500 million users with 95 millions videos and photos shared daily.

59% of buyers prefer to do research online instead of interacting with a sales rep: Accenture. Many are “self-sufficient” mobile users. That has a huge impact on customer service, as I wrote in my The Art of Mobile Persuasion (www.artofmobilepersuasion.com) book.

54% of worldwide mobile display ads will be traded programmatically by 2018: Tapjoy.

HeyMarket, a mobile CRM for text messaging, stops you from drunk texting your customers. It has come to this.

More than three billion photos are shared daily on social networks , according to KPCB.

78% between the ages of 21 and 39 make the mobile payments generated in China: eMarketer.

99 of 110 top news outlets have more mobile web traffic than desktop, according to Pew.

Per comScore, mobile ads are more effective than desktop for conversions and brand lift.

Apple says that there are two billion Siri requests a week. What wasn't shared was the accuracy percentage.

I've never been accused of being a fashionista, so it makes sense that responsiveness in new Apple Watch OS excites me more than new bands.

66% of all email in the US opened/read on smartphones or tablets: MovableInk.

Tagged with Twitter, Instagram, National Retail Federation, Siri, Apple, Apple Watch.

June 26, 2016 by Jeff Hasen.
  • June 26, 2016
  • Jeff Hasen
  • Twitter
  • Instagram
  • National Retail Federation
  • Siri
  • Apple
  • Apple Watch
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Notes From A Mobilized Marketer: Floor Traffic Lights Installed For "Smombies"

The German city of Augsburg has installed floor traffic lights for smartphone addicts. According to a German newspaper that calls such addicts “smombies”, the move followed these accidents: a 15-year-old girl in Munich was run over by a tram while looking at her smartphone with headphones in; in nearby Augsburg, on two recent occasions, pedestrians have been hit by street trains while looking at their phones.

Facebook has passed 1.65 billion monthly active users with 54% accessing the service only on mobile. Meanwhile, the company reports $5.38 billion in revenue, 79% from mobile advertising.

Apple may be working on a way to show friends your autocorrect mistakes, the Verge reported. Apple’s autocorrect mistakes or mine?

DeWalt, known as a drill maker, has introduced a rugged MD501 smartphone.

Vendors shipped a total of 334.9 million smartphones 1Q16 up slightly from the 334.3 million units in 1Q15, marking the smallest year over year growth on record: IDC.

Amazon is liable for in-app purchases made by kids, a court determined.

Apple pointed to 451 research saying that there's "94 percent customer satisfaction for Apple Watch." They didn’t ask me, but I would definitely be in the other camp.

Despite a “down quarter”, Apple sold 395 iPhones per minute.

Unlockd raised $12 million to lower one’s mobile phone bill in exchange for viewing ads.

In 2016 mobile payment transactions could total $27 billion, up 210%, IBM reported.

Walmart Canada’s responsive redesign has boosted conversion by 20%, according to the company.

Interesting stats from Forrester: only 37% of brands use mobile paid search advertising; just 23% have unique mobile content; and just over one in five send push notifications.

comScore found that for every $6 spent online shopping in the fourth quarter of 2015, one of those dollars was spent viaa mobile device.

 

Tagged with Apple, smombies, Facebook, DeWalt, Walmart.

May 1, 2016 by Jeff Hasen.
  • May 1, 2016
  • Jeff Hasen
  • Apple
  • smombies
  • Facebook
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Notes From A Mobilized Marketer - How McDonald's Views Choice As The Killer App

For 43 years, the slogan from McDonald’s said,  “You deserve a break today.” These days, when it comes to patrons accessing product information and offers, the quick service restaurant believes that we deserve choice. Despite an impressive 10 million mobile app downloads, McDonalds has installed kiosks in its restaurants, too, giving options to its customers beyond cellphones and the traditional information found on boards behind the cashiers.

An example of my Apple Watch frustration? A gate change that doesn't come with tap when that’s exactly what's needed. Now, you have to notice. And often don't.

Mobile captures 2 out of every 3 digital media minutes in the U.S., per comScore.

One in five U.S. households have bought groceries online in the past month, according to eMarketer.

Apple will likely sell its one billionth iPhone later this year.

This is permission-based, but still raised more than one eyebrow - when you open the Domino’s app, it automatically sends you a pizza unless you cancel within 10 seconds.

78% of food shoppers say they want to save as much money as possible via mobile, according to Gfk. This is one constant in wireless era – pre-recession, during recession, post-recession, people want deals.

75% of consumers say relevancy matters when it comes to the rewards that businesses provide: Colloquy. The others didn't understand the question?

British mobile phone users’ movements could be sold for profit, as reported in The Guardian. That brings worries that location data will be used by criminals.

10 million did their taxes on mobile last year with Intuit.

Microsoft CEO Satya Nadella says that the secret to a harmonious life is to stop obsessing over your smartphone. Many of us know this but won't/can't/don't believe that we can do anything about it.

Native ads will make up 63% of mobile display ad spend by 2020, a Facebook & IHS study finds.

52% of users view push messages as annoying, according to Localytics. Better practices, more value and education are keys to improving that number.

My eye doctor was appalled when I told him that his vendor was sending appointment text reminders at 4 a.m. to people who haven’t opted in. We will see if anything changes.

Tagged with Apple Watch, McDonald's, Apple, iPhone, Dominos.

April 10, 2016 by Jeff Hasen.
  • April 10, 2016
  • Jeff Hasen
  • Apple Watch
  • McDonald's
  • Apple
  • iPhone
  • Dominos
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Notes From A Mobilized Marketer - The Answer To Mobile's ROI Is A Shrug?

About half of marketers and agencies are not measuring mobile ROI, eMarketer said. A shrug of the shoulders is the answer to the question by the clients or senior management of how we're doing? My question for you – what will you do next after you are moved out?

Half of Pinterest’s users are outside the U.S., the company says.

58% of customer service teams view social media inquiries as their top challenge, Forbes reported.

44% of U.S. online shoppers start the buying process with Amazon, per BloomReach.

Nearly 8 out of every 9 minutes occurs within a user’s top five apps: comScore.

On Twitter, videos are retweeted 6x more than photos. Also, 90% of video views on Twitter are from mobile devices.

More than half of all Google searches now happen on mobile devices.

CEO John Chen said that BlackBerry may quit the handset business if it the company is not profitable in a year.

eMarketer says that approximately 2 billion people have smartphones today. Another 150-200 million will buy their first in each of the next 3 years.

Americans spend 2+ hours a day on smartphone apps: comScore.

A headline proclaimed that mobile is "marketers' magic bullet". We haven't gotten more sophisticated than that hype nonsense?

54% are willing to end a relationship with a brand if they are not reached with personalization, according to Razorfish’s Jeremy Lockhorn.

Several more from Jeremy:

-- 46% of consumers will purchase more if you personalize across channel

-- 83% of consumers expect you to know them across channels and devices

-- there is a 1% conversion rate for smartphones, a third of the PC rate

-- 55% of marketers are using cross-channel technology to create single view of customer

Microsoft says that Surface is now a $3.5 billion business. Still, NFL announcers mistake them for iPads.

Tagged with emarketer, Pinterest, Twitter, BlackBerry, Surface, Microsoft, iPad.

October 11, 2015 by Jeff Hasen.
  • October 11, 2015
  • Jeff Hasen
  • emarketer
  • Pinterest
  • Twitter
  • BlackBerry
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Notes From A Mobilized Marketer - How Expanding Twitter Beyond 140 Characters Will Work Against Us

Twitter is looking to expand the 140-character limit with a new product, according to multiple reports. Sigh. I’m gearing up for 900-word essays on morning runs and lunch sandwich selections. Psst- here’s a lesson that I learned as reporter: "They settled World War II in 600 words". Stick to 140 characters. Or fewer.

Digital channels will influence 64% of holiday purchases, per Deloitte. In a year with only minor upgrades, Apple sold 13 million iPhone 6s, iPhone 6s units on its first weekend.

From Apple CEO Tim Cook -- “There’s no doubt in my mind the best companies will be the most mobile.”

Those 35 and younger are three times more likely to consume video on smartphone, PC or tablet than on an actual TV, according to Tout.

More than 20 percent of Americans use wearables – Forrester.

Gartner: 89% of marketers say they expect to compete primarily on the customer experience by 2016.

“Ad blocking is a definitive sign that marketers have to get our butt in gear" -- AOL CEO Tim Armstrong.

Sheryl Sandberg told TV ad buyers that Facebook has a “Super Bowl on mobile” every day.

Facebook says it now has 2.5 million advertisers, up a half-million in the last six months.

According to the Wall Street Journal, Adblock Plus will allow an independent board to decide which ads are “acceptable” and allowed through its filter. Should be called “Adwesortablock”.

The average American spends almost 80% of time in their top three mobile apps: comScore.

Amazon, believed to know more about us than any other entity, sent me a burger offer. I haven't had one in over 20 years.

Pfizer introduced a smoking cessation research app.

Selfies have caused more deaths this year than shark attacks.

WebMD users can see their daily medication schedules right on their AppleWatch wrists.

Radar has turned the smartphone into a baseball speed detector: Engadget.

Tagged with Twitter, Apple, iphone, Facebook.

October 4, 2015 by Jeff Hasen.
  • October 4, 2015
  • Jeff Hasen
  • Twitter
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A Fan Boy No More

I never have exhibited the obvious signs of being an Apple fan boy – getting the company’s logo cut into my hair or having a Mac Mini serve as my toilet paper holder, for instance – but any review of my writings or tweets suggest that I have had more than a passing fancy for what comes out of Cupertino.

And I’m hardly alone.

There is so much trust in the Apple brand that it ranks first on the prestigious Most Valuable Brand list created each year by Forbes.

Even in my hometown of Seattle, where Microsoft has created loads of job opportunity and upped housing prices, Apple is the standard. That’s on display every day in the Bellevue Square mall where traffic is brisk in and out of the Apple Store while the Microsoft Store can often record visits in a single hour on fewer than 10 fingers.

I’ve owned no mobile phone but an iPhone since V1 was introduced in 2007. I’ve rushed to buy a new version at exactly the time each year when my carrier contract allowed for one. More than once, I have committed even before I could eyeball or touch one.

In the last decade, my purchases just for me have included two iPads, four Macbooks or Macbook Airs, and an Apple Watch.

But something changed for me this year. Or maybe it’s the fact that something changed with Apple.

The company that has defined dependable underdelivered. And, worse, it has made no apologies about it.

Specifically, in a bad way, its Apple Watch turned back time, producing an experience for me that was vintage BlackBerry 2004. Tasks have timed out. Buffering has felt as long as an Alaska summer day and night. Notifications have come at inexplicable times, like the requests to stand up while I was barreling down the freeway at 65 miles an hour.  

Some apps, including OpenTable’s, will not update. Even worse, on one occasion, I suspect that an effort to communicate with the app caused the battery on my Apple Watch to be depleted in less than an hour.

This isn’t the Apple that I know or want.

It was with through that lens that I listened in on this week’s Apple announcements.

--  Live Photos that have been positioned as a reinvention of the way we take and view pictures

-- 3D Touch that will change how we get in and out of mail, messages, apps, and more

-- Claims about the “revolutionary”Apple TV that reminded me of HBO’s ad campaign of several years ago. It’s Not TV. It’s HBO.

-- Even more dependence on Siri, which had been Apple’s biggest miss until Apple Watch came on the scene

-- A pencil that looks, smells, and writes like a stylus, yet is supposed to be so much more.

I’m not buying any of it. The age of innocence is over.

In the hours after Apple’s event, T-Mobile CEO John Legere texted, “Pre-order for the new #iphone starts at 12:01am on September 12. #getready #setyouralarm”

Ummm, nope. Those of you taking to his site or to apple.com at that hour will have one less competitor to be first with a new device.

Apple has built up so much good will, and has risen to the occasion much more often that not, that it certainly remains in the lead position when I’m considering new products.

But it has no lock on my thinking or my money. If that puts me in the former fan boy category, so be it.

Tagged with Apple, Apple Watch, iphone, Macbook.

September 11, 2015 by Jeff Hasen.
  • September 11, 2015
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  • Apple
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Notes From A Mobilized Marketer - Takeaways From An Eye-Opening Report on E-Mail Opens

The migration to mobile has resembled a stampede, but when it comes to email, many more that we have been led to believe rely on the desktop than the wireless device.

North American data from Experian Marketing Services for the second quarter of 2015 showed that overall, 48% of all emails sent by Experian clients were opened on the desktop, while 40% were opened on mobile phones or ereaders, and 12% on tablets. eMarketer said.

A deeper drive showed these numbers: in the business products and services industry, 73% of emails were viewed on the desktop—and the tablet open share was just half the average. Publishers, media and entertainment companies and travel firms all had slightly higher-than-average open shares on the desktop, while publishers and travel firms reported lower-than-average open shares on mobile phones.

On average, 62% of clicks came on the desktop—14 percentage points ahead of the desktop share of opens. Mobile phones saw 30% of clicks, as opposed to 40% of opens. The desktop was the biggest source of email clicks for every industry.

That’s all a bit eye-opening.

Facebook is working with schools on a personalized learning app that may be offered for free, Engadget reported.

Any Apple Watch owners even a bit less excited about this week's Apple announcements given their experience with the watch? I am in that camp.

A tweet said that fitness trackers may catch on with cows. I wonder how many units will moo-ve.

Ericsson says that the number of consumers watching video on smartphones is up 71% since 2012 across all ages.

Picture this: a couple took a “divorce selfie” and President Obama snapped one during an Alaska trip.

I’m touched every time that I see an automated thanks for the Twitter follow.

I received this advice in a promoted tweet - stop messaging women and start meeting women. It was my nominee for dumb-ass targeting.  Why? I’ve been married 25 years and plan to be married 25 more.

Tagged with email, emarketer, Apple Watch, Facebook, Twitter.

September 7, 2015 by Jeff Hasen.
  • September 7, 2015
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  • email
  • emarketer
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Notes From A Mobilized Marketer - A Selfie Tsunami Is Just Ahead

iOS9, coming this fall, will put all of one's selfies in an album. I can see a massive increase in social sharing - "Here's when I was in the park." "Here's when the traffic light made me late for work". Help us.

Subway's new app gives customers the ability to build a custom sandwich and pay in advance via PayPal.

On average, each U.S. household will spend approximately $3800 on access and devices in 2015, per industry analyst Chetan Sharma.

More from his report:

U.S. consumers will spend more on wearables than feature phones in 2015.

The total number of connected devices around the world will reach 16 billion by the end of 2015.

Apple brings AT&T, Sprint Wi-Fi calling to iOS 9, per several reports.

Interesting stats given new competition with Apple Watch: Fitbit sold 4.5 million devices last quarter, with revenues up 235 percent from a year ago. That likely speaks more of the category growth than a choice over the Apple product.

49% of teens say that texting is the preferred way to get in touch with a close friend, according to a Pew report. Social media is second (20%), following by calling (13%).

CBS says Super Bowl ads are selling for $5 million per 30 seconds. Advertisers told Variety that the cost is between $4.5 million and $4.7 million. Regardless, is this year for a true mobile call to action in a spot? All we need is one big success to open the gates.

In the second quarter of 2015, approximately 58% of American smartphone owners also have a tablet (Kantar). Among iPhone owners, the number of tablet owners jumps to 65%.

Seen on bgr.com – “Upcoming new iPhone feature could make you fall in love with Siri all over again." My reaction? When were we smitten the first time?

Tagged with iOS 9, Apple, Subway, selfie.

August 9, 2015 by Jeff Hasen.
  • August 9, 2015
  • Jeff Hasen
  • iOS 9
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Notes From A Mobilized Marketer - Will A Coming Ad-Blocking Option Limit Mobile Advertising?

With an ad-blocking option coming with iOS 9, some headlines have suggested that Apple will be taking a big bite out of the mobile advertising opportunity for marketers. The truth is that it’s too soon to tell.

For background, apps will be able to include “content blocker” extensions that define resources (like images and scripts) for Safari to not load. The biggest question is whether users will proactively elect to install and use the blockers. If they do, the thinking goes that fewer ads will be seen on Apple devices and the business return on ad spend in the channel will suffer.

But as a Forrester analyst and others have pointed out, it has taken massive security breaches involving worms, viruses and malware for consumers to take note of options to “protect” their environment. And, in alarmingly large numbers, users have ignored the calls to act.

The same is likely here.

Dads are four times more likely to buy things for their families via mobile than the average consumer: Millennial Media.

You can now order a pizza via a text message. Dominos is smartly giving consumers another purchasing choice and another reason to join its loyalty club.

In the last minute and in the next, 3.6 million texts will be exchanged by U.S. mobile users. Brands, it’s time to consider use of SMS-based loyalty clubs.

Apps are responsible for 42% of all mobile sales by the top 500 retailers, per Go-Globe.

Study: 99% of users ignore share buttons on mobile – Moovweb.

86% of consumers discover new brands or services thru their mobile device, according to Accenture.

On June 14, nine of the top 10 purchases on eBay occurred on mobile devices, totaling more than $1.7 million in transactions.

A Heinz QR code directed users to porn.

37% of users will think less of brand if its mobile app crashes or causes errors, per Dimensional Research.

20% are supposedly buying a spare band for Apple Watch. Me? I'm still trying to get fair value for what I spent.

Users get 14 times more views with a profile photo on LinkedIn than without.

60% of SMBs plan to purchase newspaper advertising, most allocating 20% their budget to newspapers: Borrell.

Starbucks Mobile Order & Pay has expanded to 3,400 additional U.S. stores.

Amazon is considering paying ordinary people to deliver packages. There’s a future for me.

Tagged with Apple, iOS 9, Forrester, Millennial Media, Dominos.

June 21, 2015 by Jeff Hasen.
  • June 21, 2015
  • Jeff Hasen
  • Apple
  • iOS 9
  • Forrester
  • Millennial Media
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Life With An Apple Watch - Too Personal and Lacking Benefits

To continue to call the mobile phone my most personal device is to ignore the You Did It notification that I received on my new Apple Watch while I was in front of a urinal.

Whoa, even double whoa, I thought at that moment, before I silently thanked the Apple developers in Cupertino for the positive reinforcement.

I now know that particular notification conveyed the fact that I had reached a stand-up goal set by my Apple Watch. But for the newbie, it did seem random and ill-timed.

And there has been more where that came from.

To sum up my first 10 days with Apple Watch, it has been about making time rather than saving it.

Simply and unequivocally, the user experience isn’t intuitive. That forces you to either seek out and read a long user guide or muddle through wondering when is the moment for the ballyhooed Force Touch, a swipe to the left, or a click or two or three of the newly-introduced-to-us Digital Crown.

Out of the box, my Apple Watch failed to tap my wrist and mirror my iPhone when a text message or email arrived. Ninety minutes and two Geniuses from the Apple Store later, a supposed software problem had been identified and solved and I was sent on my way with Mickey Mouse tapping a big foot on the watch face.

As I wrote in this space last month after ordering the device, one of the supposed benefits of receiving notifications on your wrist is the unmatched ability to inconspicuously sneak a look at information without having to pull out a smartphone.

But unless you want a push every time something in a game changes – heck, teams typically combine for more than 200 points in an NBA game – you are left to grab the info off of a Glance. It isn’t unnoticed by your companions when you have to stroke a finger up the watch to get to Glances, then move from one “snack” of information (say, a flight arrival) to another to see if the Clippers have blown another lead.

Many of us have been drawn to Apple Watch for its health monitoring capabilities. But context is absent and what is necessary.

On a cross-country flight last week, my heartbeat reading showed 94 and a fellow passenger with more of a medical background than me – that group is 98 percent of the population – went quiet when he saw the number. Through a discussion, we discovered that the 94 was the result of the activity boarding the flight and lifting luggage. Apple Watch retook the heartbeat and I was in the low 60s.

That episode reminded me of the time two Christmases ago when my new Fitbit Force showed that I had burned 861 calories when the most strenuous thing I had done was to push the button on my computer.

I considered it a Christmas miracle.

Or a sham.

Only later, after writing up my experience, did a friend call me out for not realizing that we burn calories even when we sleep.

And we’re supposed to know this how?

I’ve read more than my share of Apple Watch reviews. In many cases, users have experienced “light bulb” moments where the benefits of the wearable become apparent.

To date, I deem the information on my wrist to either be redundant or at most in the “nice to know” category. We’ve repeatedly said that our smartphones are within four feet of us nearly 24 hours a day. So it’s not like the Apple Watch has opened up a view on the world that has been missing or inaccessible.

Apple may very well have my back. At some point, I might see that and salute the company with my own version of “You Did It”. But now isn’t the time.

(article first appeared on iMediaconnection.com - http://blogs.imediaconnection.com/blog/2015/05/19/life-with-an-apple-watch-too-personal-and-lacking-benefits/)

Tagged with Apple, Apple Watch, Fitbit.

May 19, 2015 by Jeff Hasen.
  • May 19, 2015
  • Jeff Hasen
  • Apple
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  • Fitbit
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Notes From A Mobilized Marketer - Now We Need To View Minutiae Via Live Video Apps?

I’ve long asked why we need to know via Facebook minutiae like a school bus caused a delay in someone's commute. Now we're supposed to watch live video of it on Meerkat or Periscope?

In a related note, 85% of mobile sharing happens on Facebook, per ShareThis.

I’m a couple of weeks away from saying that I was so unconnected before Apple Watch. Well, not exactly.

According to Nielsen, 146 million watched video on the Internet, and 164 million people used an app/web on a smartphone in the fourth quarter of 2014.

An unwanted promoted tweet says "goodbye to clutter". What irony.

Mobile devices generate 25% of all digital travel transactions in the U.S., Criteo says.

Drexel University has installed an iPad rental vending machine for students, library card holders.

Slightly over a third of smartphone buyers in the past three months were first-timers, Kantar reports.

The activity that more smartphone users do than any other? Apps? No. Web? No. Picture taking? No. Text message? You got it, per Pew.

61% of ESPN’s visitors are mobile only. There will be tons on the ramifications of this for marketers in my upcoming book, The Art of Mobile Persuasion. 

The New York Times will publish “one-sentence stories” on Apple Watch.

To those who readily lead with mobile first, advertisers spent $1.13 billion on TV ads during March Madness.

Only 27% of marketers have bought mobile ads programmatically: IAB.

An eMarketer report estimates that global mobile ad spending will rise to $100 billion by 2016, a 400% increase from 2013.

For every $1 spent on the mobile web, $3 is spent via apps.

I appreciate the Facebook-suggested post from seniorpeoplemeet.com. She needs a boyfriend. I need better targeting.

Tagged with Periscope, Meerkat, Facebook, Twitter, Pew, iPad.

April 5, 2015 by Jeff Hasen.
  • April 5, 2015
  • Jeff Hasen
  • Periscope
  • Meerkat
  • Facebook
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  • Pew
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Notes From A Mobilized Marketer - Ikea Brings New Meaning To "Charge It"

While the idea is noble, I have two problems with Ikea’s furniture that wirelessly charges devices. First, there is more than one charging standard and many phones will stay dead. Second, would there not be an electrical socket (or two or three) near the furniture? Isn’t the need more outside the home and office?

Selfie sticks are no longer welcome at the Smithsonian. From a new policy edict: “We encourage museum visitors to take selfies and share their experiences — and leave the selfie sticks in their bags.”

Do you want more battery life for your Apple Watch? The Reserve Strap is like a Mophie but it runs $249.

A security firm said that it found pre-installed malware on the Xiaomi Mi 4 smartphone.

A thousand new smartphones are shipped every 21.8 seconds, according to The Economist.

Google's wireless service will only work with the Nexus 6, per the Wall Street Journal.

Samsung has lost its “Next Big Thing” marketing chief. He had a humongous budget, but certainly got his company's products noticed.

77% of millennials have mobile-banked within the past month. 52% have done so at least four times: Lightspeed FSG.

More than 40% of all time spent on TV properties is on mobile, per comScore.

Target says that mobile accounts for 40% of its digital orders.

The most valuable users are acquired via mobile ads between 9 a.m. and 1 p.m.: Fetch.

Mobile video ads will account for 26% of the U.S. video ad spend by end of the year, per eMarketer.

That Samsung Pay will be widely available is only part of the story of adoption. Consumers need education and assurance of security.

Almost 2 billion mobile phones were sold in 2014: Gartner. Google’s operating system was included on about 80% of all devices sold.

Tagged with Ikea, Apple Pay, Samsung, Samsung Pay, Google, Apple, iPhone.

March 8, 2015 by Jeff Hasen.
  • March 8, 2015
  • Jeff Hasen
  • Ikea
  • Apple Pay
  • Samsung
  • Samsung Pay
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Notes From A Mobilized Marketer - How RadioShack's Mobile Strategy Led To Its Downfall

In doing research for my upcoming book, I learned that while many were too slow when it comes to mobile, RadioShack actually moved too fast. In 2009, it abandoned its core do-it-yourself customer in favor of mobility products.

"We completely pissed them off," Chief Marketing Officer Lee Applbaum said of the retailer's core DIY customers, who are (or now were) 55 year old Caucausian males with jobs or interest in engineering. "We had turned our back and were ignoring them. We had alienated the very consumer that had given us that core credibility in electronics."

As the mobility business grew, RadioShack’s core business fell from 38% of sales in 2009 to 32% in 2010. And despite going back to its roots, the drop continued all the way to bankruptcy.

More notes:

Thanksgiving was highest sales day during the holiday season for REI mobile properties. But Christmas Day saw the most traffic.

Just one-third of mobile users will buy apps in 2015, per eMarketer.

Tweet of the week from @BillGates – “Today, 2 billion people don’t have a bank account.  In 15 years they’ll be making payments with their phones”.

Only 47% of retail brands engage on Twitter when tagged in an @ mention, according to Brandwatch.

62% of consumers expect a brand to have a mobile-friendly website, 42% mobile app, 23% location-specific experience, says Forrester.

Tablet shipments fell 12% last quarter, its first-ever decline: Canalys.

Twitter says 36,048,635 tweets about the Super Bowl were viewed 2,500,732,548 times.

Apple Stores reportedly will be outfitted with safes to protect gold Apple Watches. No price has been given. Speculation centers on these being priced at several thousand dollars each.

Mobile will account for half of all U.S. digital commerce revenue within two years, per Gartner.

61% of mobile consumers want to call a business when making their purchasing decision, according to Marchex.

Facebook served 65% fewer ads last quarter but cost per ad was up 335%.

More than half a billion users only access Facebook from mobile.

Panera: 80% of mobile payments are from Apple Pay.

Meanwhile, Apple Pay is said to be coming to 200,000 vending machines, kiosks, paid parking, other self-serve locations.

Headline on TechCrunch - Microsoft Faces Stiff Mobile Challenge. Me - the things you learn on the net.

Starbucks' mobile app payments now represent 16% of all Starbucks transactions: Fast Company.

Last year, mobile apps generated the most revenue in Japan, South Korea and the U.S., says App Annie.

93% of all U.S. app downloads in 2014 were organic, down slightly from 95% in 2011 according to Flurry.

Tagged with RadioShack, Twitter, Starbucks, App Annie, Panera, Apple Pay.

February 8, 2015 by Jeff Hasen.
  • February 8, 2015
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Jeff Hasen

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