8. Prefer Mobile Phone over Wallet?
ü The banking and credit card industries
have noticed that it takes an average of
26 hours for a user to (notice and) report
a lost wallet. Yet if you lose a mobile
phone, the average time to report it is 68
minutes.
9. A Unified & Integrated Experience
9
Digital
card
Partner
and
One-‐to-‐one
Mobile
Loyalty
issuing
and
messaging
coali7on
management
programs
A
n
a
l
Mobile
Offers
Issuing
&
Acceptance
&
Clearing
&
y
Distribu7on
Redemp7on
Repor7ng
t
i
c
s
Branded
Integrated
NFC
Card
Mobile
Payments
Closed
Online
Account
Provisioning
Loop
Card
10. Service Intelligence & Analytics- dedicated BIU
Purpose: Results
ü Lead the Services wide consumer data
initiative and enable fact based decision Product Marketing
making
ü Improve the speed and quality of
customer relationship management and Analysis
product development
Measurement
Goals
Metrics
Accountability:
ü Consumer data strategy implementation
ü Analysis and cross promotion capability
based on user data
ü Services level dashboards, Learning Common definitions
Agendas, and Optimization Plans
12. A Clear Value Proposition
For Consumers: free mobile wallet for For Merchants: new channel for
loyalty cards, coupons and payments customer acquisition and retention
ü Convenience: in carrying and using loyalty ü Brand presence with the consumer: easy to
and membership cards anywhere, anytime, use loyalty programs and offers, one-to-one
and from paying with mobile phone non-intrusive communication
ü Value: using cards more often, using ü Efficient campaigns using digital coupons
coupons and offers, alerts about the best and offers, timely implemented and fine
saving opportunities tuned for greater performance
ü Easiness and simplicity: a unique wallet ü Cost savings by executing digital campaigns
experience that can make shopping easier, and programs
more interactive and more efficient ü Consumer insights on behavior and usage
ü Social shopping experience: sharing and of the digital offers and cards
interaction on social networks (Facebook ü Social exposure on social networks
and Twitter) leveraging the consumer as a brand
representative
13. A wealth of untapped data for
Personalisation Bank School
Bad debt Demographics
Address Gender MY
MY
MY CREDIT RELATIONSHIPS
PERSONAL Friends
Workplace
Name DATA Profile Average
Preferences balance
SIM SoftSIM Browsing History
MY
MY DEVICES
INTERACTIONS
Device details Serial Number .mobi domains QR Codes
Number SIP Number Pictures Videos
Location Presence
MY IDENTIFIERS MY STUFF
MY CONTEXT
IP Address
Address Book Calendar
Roaming On/Off
14. Benefits for All
14
Financial Mobile Operators Merchants
Institutions Ø Mobile
marke7ng
Ø Convenience and
Ø Customer centric services
for
consumers
service to the
approach to and
brands
consumer: anytime,
shopping and paying anywhere
Ø New
business
Ø Value added Ø Personalized
opportunity
in
mobile
marketing services interaction with the
payments
and
digital
attached to payment consumer and
wallet
services
transactions mobile convergence
Ø Standardized
solu7on
Ø Cost effective loyalty
Ø Mobile payment
for
mul7ple
mobile
programs and
technology across
plaQorms
marketing campaigns
multiple mobile
platforms
15. Meet Customer Needs with Technology
ü Offer consistent service across channels – same level of
personalisation and remember every interaction is a moment of
truth to enhance the relationship and learn more about
customers
ü Create a Knowledge Base for employees and customers
ü In Africa Mobile is the most relevant channel with highest reach
ü Smartphones adoption means more people are connected to
the internet via their mobile
ü The Customer changed with the advent of technology and
expects you to change – look at Digital Impact based on
customer segment
16. Use phone camera to scan image and see discounts
16 | Touchatag |August 2009
17. Single Knowledge Base – One source
Customer Automatically
Customer
Portal feeds page
goes to
recognizes the optimized for
Support Page
device that device
18. Mobile self care
Find Information
ü Search
ü View
ü Rate answer
ü See related questions
Get Help
ü Chat
ü Guided Assistance
ü Ask a Question
19. Business Value
g
Real-‐7me
knowledge
ar ke8n Targeted
adver7sing
ile
M
Mob Enhanced
brand
loyalty
vice
ustomer
Ser Know
your
customers
Mobile
C Know
their
preferences
Know
your
customers
Give
them
more
of
Know
their
problems
what
they
want
Proac7ve
help
where
needed
20. Benefits of Digital Card Solution
20
Growth
of
the
customer
base
and
reten7on
of
current
customers
Increased
Adver7sing
tool
communica7on
for
customers
with
the
and
businesses
customers
Innova7ve
offer
dis7nc7ve
from
compe7tors
Targeted
Social
worth
of
dynamic
mouth
&
campaigns:
exposure
leverage
consumer
data
A
new
revenue
stream
21. A Winning Team CardMobili & DSG
Winner of the Vodafone Mobile
Clicks Award in 2010 Experience and Expertise
DSG & CardMobili has a team of professionals
with over 15 years of experience in providing
Multi Channel Commerce Solutions .
We also have experience in launching
digitalmall.com for high level IT solutions to
major retailers and mobile operators worldwide
Winner of the Audience Award of in companies such as Vodacom , MTN , Ster
the Mobile Premier Awards 2011 Kinekor , Makro , Enabler, Wipro Technologies,
Mobicomp and Microsoft.
Our people have strong business and technical
skills in mobile and web computing, researching
on the forefront of major mobile technologies.
22. Today’s Loyalty Imperative
ü Marketers will survive the
recession and emerge ready to
resume their growth by
investing in loyal customers
ü Even loyal customers are
making tough choices of where
and how much they spend
ü Brands that identify, listen to
and engage more broadly,
more creatively and with more
relevance will best retain and
grow their best customers
ü Simply, loyalty is about
creating and executing
programs that drive more
frequent, higher margin
sales
23. Always the same brand = loyalty
Q : For which product or service would you always choose one & the
same brand? (open question)
TOP 3 SECTORS TOP 3 BRANDS
Telecom 17% Coca
Cola 9%
Drinks 16% Nokia 5%
Personal
Care 13% Apple 3%
Fashion 12% Samsung 3%
Computer
materials 8% “Retention 3% for wimps. We
Proximus is
measure the percent of customers
Food
items 4% Mobistar 2%
who have our name tattoed on one
Candy 4% Gilette body parts.” (Harley Davidson
of their 2%
Annual report)
Car 3% Spa 2%
Sport
Material 2% Or they could just have our digital
Nike 2%
card app on their mobile ;-)
Sony 2%
Bank 2%
Breakfast
p roducts 2% Sony
Ericsson 2%
Music 1% Nivea 2%
Beer Nutella 1%
1%
24. DSG Powers Return on Marketing Innovation
ü By simplifying traditional
loyalty practices by applying
the best of today’s
technologies
ü And pioneering the design
and implementation of the
next generation of loyalty
concepts
ü DSG has set a new level of
expectations for innovative
consumer brands.
25. Viral Distribution
01. 02.
Create a viral / Launch the
campaigns Viral Effect
content
repository
opinion leaders"
Campaign
/ Content
Platform
26. Higher Levels of ROI
ü Increased engagement really ties
to increased, more frequent
purchasing – more purchases
from existing customers
ü More engagement leads to more
relevant search and more informed
decisions – lower acquisition
costs
ü Loyalty tools equally capture
purchase transactions and social
interactions – truly holistic and
actionable view of the customer
ü Connecting elements accelerates
trial and active participation –
achieve critical mass more
quickly
ü Better differentiation of brands’
unique characters – programs
that stand out from the noise
27. Why Community is Relevant
Effect of Marketing
Brand
Communications
to purchase
person
decisions: 29%
person
person person
Effect of word-of-
Brand
mouth to purhcase
person person decisions: 71%
person
person
Source: Xtract Ltd.
Used with permission
