Data Snapshot: Social Media Benchmark, 2016

Temkin Group just published a data snapshot, Social Media Benchmark, 2016. This annual research effort shows how consumer use of social media sites on both computers and mobile phones are changing. Here’s a description of the data snapshot:

In January 2016, we surveyed 10,000 U.S. consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012, January 2013, January 2014, & January 2015. This analysis looks at the frequency with which consumers in different age groups use computers and mobile phones to access Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites.

Download data snapshot for $195

The data snapshot has 13 graphics with data. Here’s a portion of one of the graphics:.

Here are a some additional findings from the research:

• Daily use of Twitter, Facebook, and Pinterest on computers and mobile phones grew by 2 or more percentage points since last year. Tumblr grew 2 points on mobile phones.
• All age groups of consumers under 45-years-old less frequently visited company Facebook pages on computers.
• LinkedIn grew the most with 18- to 24-year-olds on computers, and 45- to 54-year-olds on mobile phones.
• In most cases, mobile usage is strongest with 18- to 24-year-olds.
• 18- to 24-year-olds had the largest drop in Facebook use, on both computers and mobile phones.
• 45- to 54-year-olds had the largest jump in daily Facebook use, on both computers and mobile phones.
• 25- to 34-year-olds are the largest daily users of almost all social media, on computers and mobile phone.
• 18- to 24-year-olds are the largest daily users of Tumblr.

Download data snapshot for $195

USAA’s Mobile App Showcases Innovation

For years, there’s been a lot of hype about mobile banking. It turns out, however, that most people are not ready to abandon their branch visits, phone calls, or Web browsing for a mobile window into their bank. But that doesn’t mean that mobile can’t play an important role in banking.

Source: New York Times

USAA introduced an innovative iPhone application — remote check depositing. Customers that qualify for the service can take pictures of their checks and deposit them into their accounts as if they were handing the paper check over to a teller.

My take: This application makes a ton of sense for USAA, especially since many of its military customers are stationed around the world. Companies can find opportunities like this by following my three steps for customer experience innovation:

1. Uncover the needs. Many USAA customers do not have an easy way to deposit checks.
2. Design a disruptive strategy. The mobile app is a great example of a strategy called online infusion.
3. Evaluate the opportunity. Given USAA’s focus on making it as easy as possible for their customers, this new application makes strategic sense. And the company’s rules for qualifying help keep the risks low. 

The bottom line: Everything starts with customers’ needs.