Volker on Mobile

I know, I know, there’s a ton of conferences out there at the moment but this one has some real goodies to offer. The Social Media World Forum packs a lot of stuff into one by running no less than five different streams (next to mobile, this is the general one, enterprise social media, social TV, and cloud computing). There is a Facebook Developer Garage to go with it, too.

It’s running on 15/16 March in London (Olympia).

I’ll be speaking on mobile & social, making a case for the gaming side of things but there are some others, too… Companies sending top-level speakers include:

• Facebook
• Xing
• Mercedes Benz
• Mars
• Mattel
• Orange
• Vodafone
• LinkedIn
• Yahoo!
• Cisco
• IKEA
• DHL
• StudiVZ
• Netlog
• CBS
• BBC
• Fremantle
• Endemol
• Beck’s
• Lufthansa
• Shell
• ING
• Marks & Spencer
• Virgin Atlantic
• TalkTalk
• bebo
• Ecademy

I actually feel quite small now! Come along, it should be inspiring and entertaining. Tweet me @vhirsch to meet for a chat.

Quick facts: I am an iPhone user. I wanted one, I am based in the UK. What to do? Switch to O2, which had the exclusivity for this. This post is not about bandwidth, 3G availability or anything like that – I have not (much) to complain about this actually. It is not about the iPhone either.

This post is about the simple mistakes network operators (plural; O2 is not alone here) make by not living up to their own messages. Listening to customers and identifying (and answering!) user needs.

Back story: I have an iPhone 3G on a £45/month plan, which gives you countless voice minutes and lots of SMS and unlimited data – in the UK that is. In short, I do not normally have to pay anything for (UK) calls and texts, hence the tariff. Now, if you dare travel with your iPhone, you’re in for nasty surprises. The only thing O2 UK has to offer is slices of 10 or 50MB of data for some hefty sum.

One of the most insulting things about this is this: I used to have a Blackberry on O2 and, you see, you can purchase an international roaming plan that gives you blanket data coverage on your device when abroad for – if I remember correctly – £25/month extra. Would I take this? Any day. Does this exist for iPhone tariffs? No.

O2 UK would be able to easily deduce that I am traveling regularly. Great opportunity to hook me into an even dearer deal, you might think (ad slogans include “We’re better, Connected” and “O2 can do”). But wrong you are. Whenever I travel with O2 abroad (and this is on an O2 network), this is what I get:

They actually send me at least 3-4 SMS with various warnings and alerts about how expensive and truly nasty it is to use my (O2-purchased) phone to its full potential and capacity whenever I dare leaving British soil. Connected? Can do? Not at all! Very inspiring. NOT!

Does it offer ANY solution to my apparent need? No. Does it try? No. What does this say about how important I am to them as a customer? A lot. And nothing good either.

It reveals a very “last century” way of looking at life: users are basically being perceived as revenue-generating units rather than someone the brand even attempts to communicate with. This is a very short-term view of the world, and one that is bound to fail quickly. Why? Because I am very likely to switch carriers (I have already unlocked my iPhone, which you can – incidentally – do here).

Now, O2, listen up: will I switch because there are so many other so much better offers out there? No. Will I do it because I fear the charges? No. I might end up paying the same as before. But that’s OK. I will do it because you, my dear carrier, showed me that you do not give a toss about me as your customer and you failed to deliver on your promise (“connected”, “can do”). I beg this will change about 2 weeks before my contract with you runs out: you will promise me everything under the sun to keep me but this is cheap, and I will not have it (as, I suspect, will apply to countless others).

Here’s the solution: Try and build some trust in your brand and your actions (Zappos anyone?). The reference to Zappos is not only a fashionable one (and, yes, I know it turns up in every man and his dog’s presentation these days; I used it myself a couple of weeks ago… But Zappos business is, get this, O2, to deliver happiness. You think that this is over the top? Think again: Tony Hsieh just sold his company for a very real-worldly price of $800 million to Amazon. His company is America’s biggest shoe retailer. Did I say shoes? Happiness!

Do you have to go that far? I would wish you would. But, dear O2, a little respect and care would already do it. Any of this? None I can see or hear, and your hotline will know I have tried! In modern “Tweetish”: #fail.

Listen and deliver. Then the rest will come. Until then, it’ll be Vodafone for me (who at least abolished roaming charges) or Orange (if they manage to learn from the above in time before my contract runs out).

Good bye!

It is conference season and one of the more exciting ones kicks off in Berlin this week: Mobile 2.0 opens its gates on Tuesday and boasts an exceptional line-up to look at the future of mobile.

The very, very high-profile set-up of speakers includes:

• Olivier Laury, Content Director, Bouygues Telecom
• Jonathan MacDonald, Managing Director, JMA
• Damien Byrne, Head of Entertainment, T-Mobile
• Mark Curtis, CEO, Flirtomatic
• Amer Hasan, Sr Manager Apps & Developer Programms, Vodafone Group
• Alistair Hill, Analyst, Comscore
• Antoine Vince Stabyl, CEO, ItsMy.com
• Romi Parmar, CEO, The 3G Dating Agency
• Olaf Kroll, Director Business Development Europe, MySpace
• Chris Wade, CEO, Shozu
• Antony Beswick, Global Strategic Product Manager Social Networking, Ericsson
• Stefanie Hoffmann, Founder Aka-Aki
• Jonathan Medved, CEO, Vringo
• Mo Firouzabadian, Global Business Line Director – Carrier Solutions, Buongiorno
• Ilja Laurs, CEO GetJar

and many, many more, including, yes, yours truly (I’ll be on two panels, namely on the succinctly titled panel on “redefining the mobile content marketplace: exploring the growth, development and industry implications of mobile app stores” and on “building strategies around the drivers of innovation in mobile web 2.0″).

You can register here, and, believe me, it’ll be worth it. It is an exciting topic with top speakers in an exciting city. Make your way over and join us!

See you all in Berlin! Ping me on Twitter (@vhirsch) if you want to get in touch.

First, Samsung announced it would drop Symbian from its smartphones in 2010 in favour of its new, home-brew bada OS. Then Nokia said it would drop Symbian (albeit not immediately) from its flagship N-series devices replacing it with Maemo, the OS that premiered on a Nokia device on the recently released geek dream, the N900.

It is said that there are

no current plans for Maemo devices in the [...] X-Series range or the popular [?] E-Series enterprise range

but the word “current” suggests that this might well change soon, too.

This would leave Symbian without its two largest OEM supporters. Will there still be a future for it?

Symbian of course boasts a still very impressive number of legacy devices, and it will therefore be here for a while. However, what does the long-term outlook look like? Android, LiMo, etc all “boast” a nimbler, more agile set-up, allowing for faster development and, arguably, better user experience. This is not necessarily Symbian’s fault (it carries with it its legacy around) but it makes it that much harder for it to reinvent itself.

I am not sure if there is place (and – timewise – the runway) to reinvent itself without the backing of big OEMs. I would be surprised if carriers would use it; they – even more than OEM – require adaptability and customization, which the newer platforms seem better suited to serve. Vodafone’s choice of LiMo for their first two Vodafone 360 devices is testament to that.

The ever-bright Tomi Ahonen suggested a comparison with DOS/Windows and MacOS: he compares Symbian to DOS, Maemo to Windows and iPhone to MacOS: MacOS led in UI and leads to this day. DOS outsold MacOS in spite of its dramatic inferiority because of the legacy instal base. Windows then overlaid DOS and rolled out on all the legacy devices with MacOS, as a result, always playing second fiddle despite its superiority.

The market place in mobile looks different though: DOS was nigh dominant (outside the mainframe and large enterprise side of things) whereas Symbian “only” covers about 5% of the current market. It is big but probably not big enough to bridge the DOS/Windows migration gap. With Android, Blackberry, Windows Mobile, LiMo, JavaFX (if that ever takes of properly), etc all on the map, too, the situation is very different to the DOS/Windows/MacOS world. Would Nokia be quicker in execution, I might still look at it differently but, unfortunately, it doesn’t seem to be that way.

So is it good bye, Symbian, then?

The conference formerly known as Symbian Smartphone Show (or something along those lines) is back this year as the Symbian Exchange & Exhibition (or SEE09). It kicks off this Tuesday in London’s Earl’s Court Exhibition Grounds and boasts a rather impressive line-up:

Jimmy Wales (Wikipedia Founder and one of TIME’s 100 most influential people) will be the headliner. There will be keynotes and panels with senior executives from the world’s leading vendors and carriers, including Nokia, IBM, Sony Ericsson, NTT DoCoMo, Vodafone, Qualcomm, Texas Instruments, Samsung, as well as application pros from the BBC, Guardian, GetJar, Navteq and many, many more.

SEE09 is the world’s largest event for the Symbian platform, which is – even if recently often maligned – still the largest smartphone platform anywhere!

Attendance is FREE. You can register here (it’s not too late…).

I’ll be there, too, so please drop me a line if you want to meet for a coffee (or beer at the party – attendance of which is also FREE). See you in London this week then!

A new round of fragmentation looms. It is something I have been fearing for a while now: that OEM (and carriers) would make use of the open source of the likes of Android and LiMo to produce their very own flavour of apps. So after Vodafone’s 360 announcement (with customized LiMo storefronts, etc), Motorola announced so-called “signature apps” from a number of developers that are all delivered through Motorola’s new “Motoblur” user interface, which

is based on the Google-backed Android platform for mobile systems. Motorola [will] offer an additional SDK for its APIs beyond what is available for Android.

And then it said that

Over a period of time–we’re not there yet–we’ll allow the APIs to be available so people can develop many more applications than we can think of ourselves, but it’ll take us a little bit of time to mature ourselves to a place that we could open up APIs.

Ouch. An additional SDK. Which is not yet there yet. Whilst the Motoblur UI looks actually quite nice, this sounds suspiciously like another round of walled gardens, onerous internal and external QA, fragmentation and pretty much a fall back into the traps of the J2ME uber-customized world where one needs to support hundreds of devices for a commercial roll-out (with the trouble of course being that, all too often, that work meant that it would no longer be commercially very sensible). Oh dear…

It makes one want to call out for a quick advancement of HTML5 with Gears and all, so that one won’t need apps after all. The issue of connectivity and usability, etc would of course still be there. Such despair…

After the news broke that Orange will add the iPhone to its roster from just before Christmas, today we read that Vodafone UK will do the same, only a little later, some time in Q1/2010. Vodafone said that not having the iPhone was basically the reason for losing 200k customers in the last quarter alone. Vodafone had previously been shipping the device in 12 other territories.

With Orange and T-Mobile merging their UK operations, the new set-up which sees basically all large operators offering the device should make for some juicy deals. Analysts reckoned the contract tariff for to come down by £4-5 per month. Orange did not say anything specific but “indicated” that it would be cheaper than O2’s deals.

According to the article, Virgin Mobile (an MVNO that sails on the Vodafone network) is also “understood” to be desperate to secure the right to sell the phone. Happy days…

After much huffing and puffing, Vodafone unveiled yesterday what everyone had been waiting for for months and months: its new Vodafone 360 concept, which will replace Vodafone Live! It launches on – drumroll – LiMo-OS Linux phones from Samsung with touchscreen and GPS and, for the H1, AMOLED display (yum!), WiFi, HSDPA, etc, etc, etc. and also supports a fairly big range of Nokia (not on the N97 though!) and Sony Ericsson devices (although, judging by the screenshots, it doesn’t look as sexy on those).

The 360 thing is, according to the press release

a brand new set of internet services for the mobile and PC which gathers all of a customer’s friends, communities, entertainment and personal favourites (like music, games, photos and video) in one place.

It has an address book with nodes into Facebook, IM (Windows and Google) and will “soon” also cover Twitter, Hyves and StudiVZ (the German Facebook clone). Two tailor-made (!) handsets that use a proprietary (!) interface based on LiMo’s release 2 mobile Linux OS. Users can create groups across different networks (which is very neat!), an app store with 1,000 apps at launch (no word so far what this comprises) and syncing with your computer.

So is this the big thing then? Here’s the good, the bad and the ugly:

The Good

• The service reaches out. It acknowledges (this is a big step for most carriers!) that users have a life outside their carrier. Facebook, Live Messenger and Google Talk are a bit thin, I’d say, but let’s cut them some slack; the others will follow.
• It has a couple of neat twists built-in: I mentioned a few above but there is also a feature that uses some spooky thing called the “Vodafone’s proximity algorythm” and which basically automatically favourites your most-loved people: the most frequently contacted people (like your mom?) come closer to the front.
• At least on the custom-built devices, it looks much better than previous attempts by carriers to make something look and feel a little more user-friendly.
• I hear that the whole widget-thing should be really neat. Now, I haven’t seen any of it as yet but the concept sounds good.
• It works across different operating systems (at least LiMo and Symbian).

As a funny side remark, the PR blurb points out that

The beauty of Vodafone 360 is that all the services work together and they are easy to use.

So they weren’t before, huh? — sorry, couldn’t resist…

The Bad

Some commentators mentioned that the cloud-hosted address book and generally aggregation of contacts, networks etc through a provider rather than through the handset would tie people to the provider more closely (which might not actually be anything Vodafone would object to). I am not sure how tough it would really be (as you have your computer back-up), so easy on that.

It is still very much a closed-circuit affair: It is Vodafone and no one else. It is proprietary, tailor-made and not open. This is not good (and, yes, I know that the oft-cited iPhone is proprietary and tailor-made, too). Alas, its applications are not – unless your name is Spotify; then it takes a little longer…

The Ugly

The underlying proprietary thinking is nothing I can see working longer term. In a world that is (Vodafone press speak)

a substantiator of Vodafone’s new brand expression – ‘power to you’ – which is focused on putting the customer in control and enabling simple and easy to manage communications, both mobile and fixed

this is also a little bit of a contradiction.

But I will say that it seems to be the nicest operator-built environment I have seen so far. And for this to come from the world’s largest operator is no mean feat and might actually yield some results. Go on, guys, tweak it, improve it, show us!

After many rumours and ominous statements that it was “reviewing its activities” Namco Bandai confirmed today that EA Mobile will thenceforth act as its distributor for mobile games outside the US and outside any app store.

After Taito and Eidos, EA Mobile just gobbled up another major distribution deal and the exodus from J2ME games distributed via carriers continues. It also means that EA’s dominance over the operator decks has just increased a little more yet again. It had estimated (back in June) that its 2009 mobile revenues would reach $185m (although this arguably includes Apple’s and other people’s app stores as well as embeds).

What is worrying is that this cements the oligopoly of games distribution in all major markets. EA Mobile, Gameloft occupy the top 2 slots very comfortably with Glu an equally comfortable but distant third. I-Play, Digital Chocolate, Real and Connect 2 Media are fighting for place and Xendex, Handy Games and a few others seek (and sometimes find) niches to prosper. THQ Wireless, Vivendi Games Mobile have departed. Player X found a new home under the mighty wings of Zed. And then? If the above companies all manage to maintain a healthy business, this might be enough; there are silverback gorillas in every market segment. If not though, this might become a doomed sub-sector; the limelight would then be on the (failed) ecosystem operators tried to build: overly fragmented with everyone of them wanting it just so and just their way rather than agreeing on a largely unified structure and processes pressed margins from a system that has been tough from the outset (handset fragmentation and international spread mean fairly high cost per capita anyway).

The accumulation of external properties arguably also mean that EA will need to run a business that is almost a combination of a publisher and an aggregator (with its very own challenges). The issue of shelf position (will they give Tetris and the Sims undue preference over Space Invaders, Pac-Man and Cooking Mama?), the commercials of their own deals (they anecdotally paid Hasbro a handsome sum), and the generally dominant position will all come into play and it is inconceivable (well, is it really?) that their partners will continue to play ball.

It might of course only be a brief interregnum on the way to an app store world. Smartphones are very much on the rise and, in that world, such stores seem to rule. Apple has taken the lead, Android followed suit and new stores are springing up almost by the day, which also includes operator-led ones: Orange already has one, Verizon Wireless has announced one (mobile web-based) and so has Vodafone (which might actually be bigger than Apples) as well as many others. The OEM all do the same (even though some carriers want to disallow them): Nokia Ovi, Blackberry App World, Sony Ericsson, LG, Samsung, you name them, they have it. The question of course is if that might mean the same thing all over again: will they again want it all just so? Will they again have it just their way so that a user would have the unique flavour of operator X on handset Y in this unique way, meaning that – again – thousands of SKUs would be required to service them? Groundhog Day? I hope not!

Image credit: http://www.antitrustreview.com/files/2007/07/files51lsaydhrsl.-ss500-.jpg

The all-the-rage iPhone (can someone please come up with a worthy competitor, please, so we have other things to talk about, too?) is said to be increasingly the businessman’s (and woman’s!) phone of choice. Satisfaction rates outstrip Blackberry and anyone else out there competing…

I am not sure how it is elsewhere but in the UK where O2 holds the reigns on the iPhone, it appears that this might only be true for the ones that work for very generous employers (or those whose IT departments are not very cost-conscious) or that have only domestic businesses to pursue. Because when one attempts to make one’s iPhone travel-proof (and, remember, the data usage is what makes it such a delight!), you get somewhat of a rough awakening: transferring your all-you-can-eat data plan to international territories, fail. No such thing. No can do. The only thing one can do is buy a data packet of either 10MB (for £20) or 30MB (for £50). And this even though I am on one of the dearer packages on offer.

Now, would I own a Nokia N-97 with a Vodafone contract, I would roam as freely as a bird (well, they don’t actually say anything about data roaming…)! If I would be on a Blackberry Enterprise package (on O2!), it costs £20 to extend to international roaming. No worries about data consumption. Keep the e-mails flowing… Anything like that for the iPhone? Nope…

As a customer, I say: shame on you, O2! It is terrible! I am going on a vacation with my children to Germany (where O2 is also present!) and France and one of the biggest cost items will likely be my phone bill. Not so good at all!