Do you know what every person in the world definitely carry in their bags or pocket? So what are the top 3 bare necessities of human beings now and in the coming future?
I happen to witness a very inspiring Ted Talk by principal Nokia researcher Jan Chipcase, “The Anthropology of mobile phones”. His work is to study what people across the globe carry with them. His research proves that the three things which people in any culture or place will definitely carry are – Keys, Money and Mobile phone. The reason for this is related to Anthropology or human behavior. The common thread among the three things is that all are necessary tools for survival and feature in the lowest rung of Maslow’s hierarchy. Mobile phones are considered to be thr most important tool for recovery. It transcends space and time and in addition its personal & convenient. Jan further proves how the illiterate population uses & adapts technology via the art of delegation.
So how does the mobile marketing tribe use this path-breaking study? More specifically how is it relevant in the future of Indian mobile Industry?
The major takeaway from the above research is that mobile is like an essential service for the survival of mankind. I am sure most marketers would have heard these questions “Why do I need a mobile?” followed by “mobile is expensive!” I believe that the above research is going to help marketers solve these issues. The current mobile penetration in India is at 70%, with less than 50% in rural areas which in turn constitute to 70% of the targetable base. merging Jan’s research & my experiences of Indian streets I have noted down the critical 5 mantras for targeting the remaining unconnected masses in India to the mobile revolution.
1. Mobile as a Tool for survival: marketers need to educate the mass how mobile is one of the three things necessary for survival. How it can help people access things which they could never afford or deemed eligible for. Example how mobile can be used as an ATM via mpaisa. I have interacted and learnt from vegetable vendors how mobile has helped them establish the home delivery concept which in turn increased their business and generated loyal customers. Other ideas are mobile as tool for education, irrigation and agriculture needs.
2. Influencer first: The Indian rural and the mass have a stronger sense of community. They follow a strict hierarchy of obeying and adopting ideas. Hence the role of the influencer is more critical for the segment because decisions are mostly taken by a non user. Moreover, since mobile is a tool of money transaction and business needs, trust is important. The is no central authority who dictates rules here. Thereby, marketers need to identify the influencer for the segment and adopt a direct one on one interaction. Once the heart of the influencer is won, the next step is easier. Example of influencers in Indian market could be the sarpanch, the grocery store owner who owns the only mobile in the slum, cable TV operators, etc.
3. Build trust: this is cliche but I guess we marketers neglect this aspect the most while targeting the unreachable segment. No promotion, gimmicks or high decibel activity will form an impression. We need to be doubt sure that we deliver what we promise. I have sat in boardrooms and devised the most expensive and fool proof plans to cater to the high value customers and opining that we can’t lose their trust. However, it’s perhaps more important to build and sustain trust with the other segment which we categorize as LVC (Low value customers). This is because as Jan suggested the identity for these people is mobile and hence it’s the most important factor in their life to go with the operator they trust.
4. Keep listening: I have no doubt in my mind that no one can devise a fool proof plan of STP for the mass segment because this is and will be the most dynamic market whose rate of adoption of technology is going to be far faster than rate of thought of marketers. Hence it’s important to invest disproportionately in staying connected and listening to them always. Here too I find boardroom discussions and budget spends mainly on researching HVC. I strongly recommend hiring and investing on professional research and listening posts to keep the learning coming.
5 . Leave rest for street innovation: streets are the biggest source of inspiration for learning innovation. Whatever resource any operator possess they cannot match street innovation and their ability to reverse engineer every process that’s built in high tech labs or boardrooms. I sincerely belief that if we do the first four things right then street will innovate and adapt the best. After all, customer and street is the king!





