Don’t expect Apple to unveil a 4-inch iPhone on September 9

iphone-6-yanki01-flickr

The rumors have been flying for months about a possible 4-inch iPhone, but the device will reportedly not be announced at Apple’s September 9 event.

The good news is that Apple has indeed been developing the 4-inch screened device (which has the same features as last year’s iPhone 6), but it is not ready to ship, says 9to5Mac’s Mark Gurman, citing unnamed sources.

Gurman says Apple has developed an even smaller iPhone with a 3.5-inch screen, but that that device will likely never ship.

Another Apple phone, 2013’s iPhone 5c will likely be discontinued by Apple, Gurman says. The plastic-backed device was announced alongside the iPhone 5S, and offers components (the A5 chip from 2012, for example) and features that Apple feels are getting to old for the current market.

Gurman adds that for those who still like 4-inch phones, Apple will continue to offer the iPhone 5s, and will even be dropping the on-contract price down to zero.

 

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Instagram breaks out of the box with portrait and landscape support for photos and videos

instagram-engagement

Instagram is making it easier for people to post photos to its service without having to unnecessarily crop and adjust their work. The company announced that it’s adding support for landscape and portrait formats. This applies to both photos andvideos starting today.

That’s right, folks. You no longer have to abide by the square ratio that Instagram has had for years. Although the company says that the iconic square format “has been and always will be part of who we are,” it’s more about the visual story that users want to tell, and sometimes constraining that to a ratio that works for Instagram, probably isn’t sufficient.

So when you choose a photo or a video within Instagram, tap the format icon to adjust the orientation to be portrait or landscape. After you’ve shared the photo, the full-sized version will appear to your followers, but in your profile grid, it’ll be shown as a center-cropped square — Instagram wants to keep the clean feel in some places.

Screen Shot 2015-08-27 at 10.06.43 AM

Filters are also being tweaked: now you just need one set of filters for all types of moments, no matter whether you’re sharing a photo or a video. Instagram says you can also adjust the intensity of the filters for videos.

For a long time, photographers have been using workarounds to share their uncropped photos on Instagram. Tools like Instasize have become popular for helping modify entire photos into the square format so it can be shared on the Facebook-owned photo social network. But slowly, Instagram has started to adapt these features into its service, starting with its collage-enabling app Layout.


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Of course, the support for portrait and landscape modes will certainly benefit Instagram to keep and gain users amid new competition from the likes of EyeEm and others. EyeEm has many of the same features of Instagram, but doesn’t abide by a specific square format. Today’s announcement gives Instagram’s more than 300 million users better control in how they want to tell their story and highlights the company’s efforts on better appealing to the photo community.

Here’s an example of the new possibilities on Instagram, featuring the trailer for the upcoming film “Star Wars: The Force Awakens”:

Instagram Photo

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Commerce Sciences lands $4M to become the ‘Robin Hood’ of website personalization

Personalization envisioned on Commerce Science's website.

For larger websites, the days of one-experience-fits-all-visitors are long gone.

Today, Palo Alto-based Commerce Sciences announced it has scored a $4 million investment — including backing from Google executive Eric Schmidt’s fund — to make site personalization more available to small- to mid-sized businesses.

“We’re the Robin Hood of website personalization,” CEO and cofounder Aviv Revach told me, describing his company’s goal of making website personalization — and A/B testing to judge what works — easier and cheaper to do for smaller guys.


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Along with the new investment funding, the company is announcing the launch of a new self-service version of its personalization platform, with dozens of behavioral attributes for defining visitors.

In the previous version, Commerce Sciences managed several more limited personalization tools for clients.

If Commerce Sciences is Robin Hood, it’s operating in an increasingly fruitful Sherwood Forest. A recent VB Insight report, “Marketing Personalization: maximizing relevance and revenue,” found that between 70 and 94 percent of marketers have seen increases in key site performance indicators like sales by employing personalization.

In particular, 40 percent saw an increase of 10 percent or more in converting visitors into customers because of site personalization techniques, with 13 percent of those reporting a 50 percent increase.

Commerce Sciences offers a one-click ability to set up marketing efforts for segments of visitor types, by just adding a small JavaScript tag to each page in a site. The page then becomes editable for adding or changing components, according to automated campaigns for specific groups of visitors.

Pre-templated campaigns include collecting email addresses, offering upsell coupons, and rescues of abandoned shopping carts. They can be automatically set up for specific groups of users, such as first-timers or repeat visitors who are defined by up to 40 different behaviors.

A menu of one-click campaigns in Commerce Sciences' updated platform.

Above: A menu of one-click campaigns in Commerce Sciences’ updated platform.

Image Credit: Commerce Sciences

A new visitor who has just put $50 of products into a shopping cart, for instance, could then immediately be enticed with a 10 percent coupon to buy more. A/B testing can show if it makes a difference, compared to a visitor who doesn’t get a coupon at that point.

Revach points to Adobe Target, Maxymiser (recently bought by Oracle), SiteSpect, and Monetate as competitors in personalization, but he noted they are designed for enterprises and are more complex.

With rates beginning at $300 a month and increasing based on traffic volume, Commerce Sciences is shooting for the lower end of the market.

Its self-service model is complemented by personal consulting from Commerce Sciences experts at no additional charge, including a “success plan” at kickoff for each new client company, assistance in setup, and monthly half-hour calls for the length of the contract.

Revach noted that Optimizely “democratized A/B testing, back in 2010,” and that a similar democratization is now occurring for site personalization.

In fact, Commerce Sciences’ key competitor may turn out to be Optimizely, which recently announced a beta personalization service to accompany its popular A/B testing service.

Andrew Jones, the VB Insight analyst who authored the personalization report, pointed out to me that the tagline on Commerce Sciences’ website is: “Single platform for A/B Testing & Personalization.”

That “might be as well be Optimizely’s [tagline] now,” he said.

The new funding, following an initial $1.8 million in seed funding, will support a new office in Chicago in addition to the current ones in Palo Alto and Tel Aviv. Besides Eric Schmidt’s Innovation Endeavors fund, participants in this round included Genesis Partners, KGC Capital, and LiveRamp founder Auren Hoffman.

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The hidden costs of the on-demand economy

An Uber car in San Francisco.
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Despite what economists like to think, people do not always make rational economic decisions. That’s nowhere more apparent than in today’s service-centric, app-based consumer Internet.

The fact is, people are willing to pay more — often a lot more — for services that are pleasant to use. Uber, Zipcar, Munchery, and Washio all prove the point. They cost more than old-school alternatives that have been around for years, but make up for that by offering an experience that just feels nicer.

What’s more, they bury their cost disadvantages by creating false comparisons.


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For example, Uber’s founder Travis Kalanick frequently talks about how he wants to make Uber a cheaper, more convenient alternative to owning a car. That’s a reasonable comparison to make, but only at first glance.

Investor Megan Quinn, a partner at Kleiner Perkins and an investor in Uber, recently broke it down in a post titled “I don’t own, I Uber.” It’s worth a read. She estimated that the cost of owning, parking, and maintaining a car ran her $10,281 a year, while in a comparable period the following year, after she’d sold her car, she spent $4,656 on Uber, taking frequent trips with the car service in London and in San Francisco.

So by Quinn’s estimate, using Uber whenever you need to get around is less than half the cost of owning a car. Sounds like a great deal, right?

The issue is that many people who live in dense cities already don’t own cars, for the exact reasons Quinn points out. Parking in particular, is especially pricey, accounting for $4,200 of Quinn’s total. If you have access to free parking at your house, Uber may still be cheaper than ownership, but the difference shrinks.

But the high cost of owning a car in the city has been true for years and years, long before Uber ever came on the scene. It’s just that city dwellers used to take cabs (at a comparable cost to Uber) or public transit (generally far, far cheaper). In New York, you can buy 12 monthly unlimited-use MetroCards for $1,398. Even if you have to supplement that with the occasional cab ride or car rental, you could still live in a city with decent public transportation and get around for $3,000 a year, without relying on Uber, Lyft, or any of the modern car services.

In San Francisco, I occasionally use Uber, Lyft, or a taxi to get from point to point. Business Insider did a detailed analysis of Uber vs. taxi prices last year, and UberX came out on top in almost every situation. In my experience, it’s not always so clear. For instance, during a peak demand period one recent evening in August, Uber was advertising rates at 200 percent normal, while Lyft was at 150 percent to 180 percent. (I checked a couple of times, hoping the rates would go down, but instead they went up.) At that rate it would have cost me about $20 to go from downtown to the train station. I reserved a Lyft, it promised to arrive in 1 minute, but more than 5 minutes later I was still waiting. Meanwhile, empty taxis kept driving past me. Eventually I got tired of waiting, canceled the Lyft, and hailed a cab. Ten minutes later I was paying a $10 taxi fare (with tip) and getting out of the car at my destination.

You could do a similar analysis for Zipcar. Sure, it’s super convenient to rent through Zipcar, and compared to traditional car rental agencies the experience is light years better. Also, you can rent a car for just a few hours. But if you’re renting a car at $7 to $10 an hour, it doesn’t take long before the daily rate is far higher than what you could get through Avis or Enterprise, where it’s common to be able to rent a car for $60 a day. If you’re not in a crowded city center, rates are even better – often $40 per day or lower.

Munchery: Similar deal when it comes to food. Prices for Munchery’s delivered meals have come down a lot, but they still run $8 to $10 per person. For a four-person family, that is easily $40 a meal. You can cook your own food for half that price — but at far less convenience, of course. I recently spoke with Munchery founder Tri Tran on NBC Bay Area’s “Press:Here,” and he spoke about how much time this could save an individual or family. That’s true. But the cost is definitely higher than cooking for yourself.

My point is this: Uber, Lyft, Munchery, and Zipcar are all wonderful examples of companies using mobile tech and smart back-end logistics to deliver services in a far more delightful and convenient way than before. But the same fact that makes them such good businesses means that, economically, they’re not such a good deal for consumers: There is a lot of potential profit margin baked into their fees. And when their executives start talking about what a good deal they are, watch out: They’re probably not comparing themselves to the most economical alternative.

For consumers, that simply means buyer beware: You are paying for the extra convenience and for the experience of using an app that actually knows who you are. Add surge pricing, and the extra cost could be quite high.

For these businesses and their competitors, there’s a deeper lesson: They may be vulnerable to future disruption by businesses that offer a similar level of convenience, but which are more competitive on price.

Imagine, for instance, that a savvy municipal bus service got its act together and made it super easy to find a bus route to your destination via an app or mobile site. Or imagine a car rental agency that learned how to keep track of its customers so you didn’t have to fill out six pages of paperwork every single time you went to pick up a subcompact car. Established, low-cost companies like these might have a hard time embracing the kind of customer-first, experience-centric model that startups have built themselves around. But it’s not in principle impossible.

That’s something investors need to keep in mind when evaluating these companies and others like them: There is a price for convenience.

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iPhone 6S will reportedly shoot 12-megapixel photos and 4K videos

The iPhone 6 Plus camera lens sticks out slightly from the body

The new iPhones, which will likely be announced at a press event September 9, will reportedly feature better cameras with bigger image sensors.

Mark Gurman at 9to5Mac cited sources saying that the new phones — likely called the iPhone 6S and 6S Plus — will have 12-megapixel cameras. The iPhone 6 has an 8-megapixel camera, and the limitations of that camera can be clearly seen in the washed-out details of images.

The new camera, the sources said, will shoot higher-quality 4K video, Gurman reported, and will feature improved image processing software.


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The camera upgrade is just one of the many improvements we’re likely to see in the new iPhone 6S and 6S Plus.

The phones will also likely get sapphire screens with Force Touch and haptic feedback. Force Touch debuted on the Apple Watch, where it is used to change the watch face. When you press harder on the screen, it senses the increased pressure by measuring the increased surface area occupied by the finger. The device then responds with haptic feedback — a tap — that gives you the illusion you’ve pressed down on a physical button.

The new phones may also get better battery management technology, a better LTE antenna, and more memory.

The upgrade to 12-megapixel camera technology should bring Apple roughly into parity with its Android smartphone competitors like Samsung, HTC, and LG. For instance, Samsung’s latest premium phones, the Galaxy S6 Edge Plus and Galaxy Note 5, have 16-megapixel rear-facing cameras. Pixel count, however, doesn’t necessarily translate to better image quality. This depends a lot on the image processing software inside the phone, and how well it works with the camera hardware.

The new iPhones are not expected to sell quite as well as the iPhone 6, the first Apple phone to offer a larger screen in years. But then the 6 is a hard act to follow. After the launch of the iPhone 6, Apple sold 74.5 million iPhones in the final quarter of 2014, a new record. In the following quarter, Apple sold 61 million iPhones, which is seasonally slower.

Gurman also reported that the new iPhones will get new animated wallpapers.

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Life360 Acquires Chronos To Add “Quantified Self” Tracking To Its Family Locator App

life360 Life360, the maker of mobile applications for iOS, Android and Windows Phone that help keep families connected, has acquired Chronos Mobile Technologies, a startup behind a number of mobile apps that passively collect data from users’ smartphones in order to highlight trends and connections between various behaviors. Terms of the deal were not disclosed, but Chronos had closed on a… Read More

App Q&A with the experts: A leading firm talks about the evolution of user experience heading into 2016

UX

Skyhook_logoMobile apps must continually seek new ways to differentiate in a competitive market that is only getting fiercer by the second. Brought to you by Skyhook, this post is part of a series called “Apptitude”  looking at how app owners can reduce friction, boost user engagement, monetize, and get to the user’s home screen. See all the posts here.


The app design and development space isn’t new, but it continues to grow rapidly with high demand. It’s easy to see why. Differentiating in the app store, getting more downloads, and user retention are all things that apps struggle with on a daily basis — and with rapid growth, there’s a lot to keep up with on the latest techniques to approaching UX.

One such company that helps apps stand out is Cooper, an award-winning design and strategy firm based in San Francisco. We were fortunate enough to sit down with them to discuss upcoming UX trends, First Time User Experiences, and the roadblocks apps will need to overcome to make a difference in delivering dynamic UX.

We had a great chat with Doug LeMoine, Cooper’s Managing Director of Interaction Design, and Nate Clinton, Director of Product Strategy, on these upcoming trends in UX and how they anticipate user experience design evolving in 2016. Here are the biggest UX design evolutions we discussed:

1. What are the trends and methodologies that are emerging that have you most excited?

There is already a new focus on the “X” part of “UX”. At the core of user experience design is the emotion, the relief, or happiness or joy it gives, not just a lack of pain. Maya Angelou knew this when she said: “People will forget what you said and what you did, but they will never forget how you made them feel.”

The industry has succeeded in getting businesses to focus on users — who they are, how they behave — and now it is time to step back and focus on the experience, and we have the critical mass of availability and adoption of the technologies to do that really well. Using design for experiences as opposed to focusing so much on a screen or color or fonts. For example, more and more of our work is about designing a service, or outlining a series of touchpoints, rather than just a better app or an isolated utility. This is a big trend that individual designers and companies are focusing on.

With accurate and precise location technology, we are in a position to know more about the user’s behavior and intent because we can know more about their context and environment. Couple this with the ability to geofence venues and you can do some interesting things to enhance the user experience like trigger a retail app to optimize the experience for the user’s context, whether they’re at home, on their daily commute, or standing inside a store.

2. How will UX expand beyond consumers and extend to organizations?

UX will stop being just about one person, we will start to apply design principles to improve teams and organizations. The idea of a user will broaden itself beyond “customers.” We’re starting to think in terms of the experience citizens have of government, the experience employees have of their company, and so on.

UX will stop being just about uber-specialized designers. You don’t need a lawyer to lead a crime-free life — you just need a lawyer for a conviction-free life. In the same way, you don’t need a designer to think the right way about user experience. This is why Cooper focuses so much on education, to teach people about the way of thinking, doing, and acting to broaden the application of goal-oriented design tools.

3. What are your thoughts on First Time User Experience (FTUX) and how do you see it evolving?

First impressions are critical moments, and too often end up an after-thought. There are a lot of great “first time” experiences out there, and we love seeing the new creative solutions people are cooking up. Periscope is an app that requires a bunch of different kinds of access to your device in order to really work — location, camera, microphone, and so on — but does a great job of establishing trust and guiding new users through that process. They commit to what they think their app needs from the device in order to work well, and conduct a conversation on each one of those sensors or whatever bits of technology that they need access to. They did quite a few subtle things well, as well, maybe the most important of which was taking these moments seriously.

And while we don’t want to name any specific brands, we see financial service apps as the anti-example in some ways. It’s hard to critique them as they are a highly-regulated space, but a bank is a very important partner in your life. Onboarding and first-time experiences for financial products is typically really painful, usually needlessly so.

4. How do you teach people what your app is about the first time they download it?

So many people download apps without understanding them. The pattern is pretty standard at this point — to swipe through a multi-page summary describing what the app does, and how it works. But if you get to that moment where the app is asking for access to the camera or location or contacts, it should teach you how to accept all the things they are going to ask for. Don’t separate the pitch from the ask.

But even more importantly, if you’re asking for deep access and extra permissions, be transparent about why you’re asking, and the implications of saying “no.” Asking for permission before it’s clear why the app wants to know your location, for example, is an invitation for failure. And depending on how critical this is to your app, that becomes a real issue with adoption.

5. Is there anything new that will improve the FTUX?

People are experimenting with new ways to do this. We are seeing more experimentation with first-time experiences on non-iphone / android phones, and on screenless and ambient devices like watches and wearables. The onboarding for a (mostly) screenless device like a Fitbit smart scale needs its own unique FTUX. Each of these devices needs to be set up and connected and configured, and the ease of on-boarding can make or break the experience.

Back in the day, you called Geek Squad to come and set up your VCR, but now we expect to be able to do it ourselves.  But when it gets complicated, sometimes you still need humans to make the first-time experience great. Enjoy is a company that sells you a new router for your house, and instead of shipping it they go to your house and set it up, they teach you how to use it, and help you to connect it to the rest of your house. The personal touch to the onboarding experience goes a long way today.

Another aspect to this problem is on voice-controlled devices like Amazon Echo or Siri. You talk to it and you tell it to do things. But what are you allowed to ask? This is an interesting on-boarding question.

Search engines have trained us to ask anything, but most interfaces don’t have this flexibility. You have to teach someone how to interact with it. There are limitations that you either let users discover and be frustrated by, or you somehow teach them about up it front without making it feel like work.

6. How do you strike a balance between your app anticipating users’ needs and being helpful, versus being outright creepy?

We used to relate user experience to the need to feel more “natural” or familiar, like a human dialogue. People are starting to wonder, though, about what they aren’t being told. There are all these good things that technology brings, but there’s the growing sense of “what are you doing with stuff I don’t even know that I’ve given you?”

As a maker of digital products, how transparent are you about the information you collect, and how you use it? This transparency is increasingly important. Maybe there’s no need other than “I want to serve you more relevant ads,” but that is a need worth expressing, and users will respond.

Transparency is a big hurdle. Tell the user not only what information you collect and why, but what happens if you say no. It’s a respectful thing to do, and builds trust.

Uber — a lightening rod for criticism on all kinds of issues, including transparency — recently changed their terms of service to be more clear and understandable. They had a whole page explaining the pieces of information on the user that they collect and why they ask for it, and also why it’s ok if you decide to opt out. It boiled down to “You can still use our service if you don’t want us to access your location, you just have to type in an address every time.” It’s a way to explain to the user what you can give to them if the app has access to their location, and the user can take it or leave it.

Another example: Whenever you use “Login with Facebook”, you see a generic message from Facebook that explains what kind of access you’re giving this new service. But the list of things apps are asking for is getting longer (they want the ability to DM your mom and post to your newsfeed? Sure!). Users are forced to agree to the intrusion or abandon the app altogether. A simple “We are asking for your contacts, because we want to do x, y, and z” is helpful and lowers everybody’s blood pressure.

About Cooper:

Cooper’s specialty has always been bringing clarity to complex situations. They know that “simple” isn’t easy and that a breakthrough user experience begins with a deep understanding of people. Their design and research methods focus their creativity, enabling them to uncover opportunities that fit your business and inspire your customers. Read more about Cooper at http://www.cooper.com/


Sponsored posts are content that has been produced by a company that is either paying for the post or has a business relationship with VentureBeat, and they’re always clearly marked. The content of news stories produced by our editorial team is never influenced by advertisers or sponsors in any way. For more information, contact [email protected].










For back-to-school retailers, Instagram delivers 7X the engagement of Twitter, Facebook

back-to-school-instagram-twitter-facebook

Back-to-school shopping has been in full swing this July and August.

It is estimated that U.S. retail sales will increase 4.6 percent for the two-month period leading up to the new school year, and ecommerce sales will rise by 14.4 percent.

With every major retailer having a significant presence on Twitter, Facebook, and Instagram, you can be sure they have been doing their utmost to leverage those platforms to increase awareness, loyalty, and revenues.

But which retailers are doing it best, and which social media channels are delivering the results retailers need to move the needle in their favor?

Those questions are answered courtesy of new data released by Engagement Labs today. I spoke with them to better understand the results, and discover why Instagram — in particular — is trouncing the more established networks at engagement.

Engagement Labs scored each retailer, and every department store, using its eValue Score to determine the top 10 on each social media network. I asked how the eValue score is determined.

“An eValue score is composed of a series of metrics and key performance indicators (KPIs), including Engagement, Responsiveness and Impact, which is benchmarked against 100,000+ handpicked and verified brands,” Bryan Segal, CEO of Engagement Labs, told me.

“Engagement is the level of interaction content receives on a specific social network,” Segal said. “Impact is the unique reach content receives on a specific social network. Responsiveness measures how much, how fast, and how well a brand responds to actual conversations among its users.”

So who are the winners and losers, when measured using these metrics and KPIs?

Top Ten Retail Brands on Facebook, Twitter and Instagram

top-retail-facebook-twitter-instagram-

Top Ten Department Stores on Facebook, Twitter and Instagram

top-department-stores-facebook-twitter-instagram

For those of you that don’t consider Amazon a department store, I asked who would take the vacant tenth-place spots if they were removed.

“If Amazon is taken out of the rankings, Bloomingdale’s came out at number ten for Instagram, along with Target for Facebook, and Sears on Twitter,” Segal said.

Rankings are great, but the real surprise is the high engagement levels created via Instagram.

“On average, we see seven times higher engagement subscores on Instagram than on Facebook and Twitter,” Segal said.

Instagram is unique in that it does not offer the ability for third-party applications to post images. That hasn’t stopped some from trying to create an Instagram scheduling solution, but most of those tools simply tell the user when to post the image, but still require them to post it manually via the app. Others that claim to post directly could be breaking Instagram’s terms of service, or may be logging in on behalf of the user, opening up a security risk.

This means that the only way to post to Instagram for brands, right now, is to do it manually or pay for a sponsored image. Instagram users have come to expect an authentic experience thanks to the lack of marketing automation on the platform, and that could affect engagement in general. But there are other possible explanations for the much-higher engagement rates.


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“It could be due to the current popularity of the platform but also due to the format of the channel and simplicity of liking a post,” Segal said. “Also, due to Instagram’s discovery functions, users are easily able to discover brands without necessarily following the page, leading to increased engagement on posts.”

While simplicity, visuality, and discovery may be the main indicators in terms of Instagram’s success in engagement, that success could also be because the platform is newer.

“Brands are newer to Instagram than they are to other social channels, such as Facebook and Twitter,” Segal said. “We see that the conversation is more authentic because brands are interacting with followers from a lifestyle promotion perspective rather than a product promotion perspective. If, for example you looked at Facebook ten years ago, you would have seen a similar trend. However, with the migration to more media spend, we see, and will continue to see, Instagram as a whole changing from being authentic to a more product-focused channel.”

I’m not sure I agree with that prediction. While Instagram continues to disallow posting via its API, it should remain a wholly authentic platform. But if it were ever to open that capability up, or ramp up the number of sponsored images in the average stream, there’s a chance it could head that way.

instagram-engagementHowever, despite the high engagement scores, interaction with images remains skin-deep at present.

“For the department stores measured on Instagram, they received an average of 1 comment and 53.6 likes,” Segal said. “When looking at the retail brands, we saw an average of 1 comment and 227.9 likes.”

And why is that?

“This can be due to the simplicity of liking a post (by double tapping) when scrolling through the different feeds,” Segal said.

Simply put, it is easy to like on Instagram, but it takes time to comment. And while it was not seen in Engagement Labs’ data, I can say that — after looking at sample feeds from the retailers listed — many comments are simply users tagging friends so that they also see the post.

Instagram’s success may be due to the platform itself, but also could be down to the way retailers use each social network, as is evident from the way Nordstrom dominates the number one positions on both Twitter and Facebook.

The lesson to be learned? An active response strategy. According to Engagement Labs, the company responds to Facebook posts and comments quickly, with responses that include useful information such as links and photos, as well as detailed replies that tend to generate ongoing conversations. They also take advantage of the live, real-time nature of Twitter to respond to their users’ tweets.

With almost 70 percent of major brands using social networks as “broadcast platforms,” Nordstrom join KLM as an example of why taking social media seriously is not only a good strategy, but one that provides returns.

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