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Customer engagement in the palm of your hands, going mobile
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Customer engagement in the palm of your hands, going mobile



This is a presentation I gave at Social Digital 2013 in San Diego: http://www.altamont-group.com/event_brochure/social.pdf

This is a presentation I gave at Social Digital 2013 in San Diego: http://www.altamont-group.com/event_brochure/social.pdf



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  • Lost opportunity: Analytics showed that we were losing a significant amount of traffic trying to access arbys.com across mobile devices that were not beStrategy: Focus on Utility and the most important functions that we want visitors to know, feel and do while leveraging the native phone functionality (e.g. GPS or Gesturing swipes) -Find a Store | View the Menu | Sign-Up for Deals and stay connected with the BrandTrack Usage and Optimize the Experience
  • Expanding Ad Formats: Expandable | Persistent Ads | Interstitial | Video
  • Over 600,000 photos submitted 88% image recognition match rate

Customer engagement in the palm of your hands, going mobile Customer engagement in the palm of your hands, going mobile Presentation Transcript

  • Customer Engagement in the Palm ofYour Hands, Going MobileJosh Martin | Manager of Social Media | @Jmart730June 3, 2013
  • • Josh Martin | Social Media Manager | jmartin@arbys.com– Responsible for activating the brand across social media platforms Facebook | Twitter| Foursquare | Instagram | Pinterest | YouTube | Google+– Applying a ‘No Dead Ends’ approach across all digital/social platforms toshift visitors to brand advocatesBackground2
  • How do we reach the“On the Go” consumer?
  • • Easy to Use | Convenient• Extend & Connect our Digital/Social Objectives– Build Engagement & Awareness• Drive Incremental Store Traffic• Connect with In-Store Customers• Increase Customer LoyaltyOur Mobile Focus4
  • Arby’s Mobile RoadmapWebsite Messaging Apps Ads Promotions5
  • Mobile Website
  • Mobile Web51% of smartphone users say theywould be far more likely to purchasefrom a retailer or restaurant with amobile specific website.Source: http://www.restaurantappengines.com/7
  • Find. Food. Deals.8• Mobile optimizedexperience forthose ‘on the go’:– Find your closestrestaurant GPS enabled– View our menu– Sign-up for dealsHome Page Menu Page Locations
  • Optimized Mobile Experiences• Optimize for a mobile experience– All digital / social media coupons aremobile enabled– “To redeem this coupon turn yourphone around and show it to thecashier”• 10% of coupon page views occuron a mobile device9
  • Mobile Messaging
  • Mobile MessagingFood/Restaurants is themost popular check-incategory on foursquare.Source: http://www.foursquare.com/11
  • Mobile Check-In MessagingHOW DOES IT WORK?1. Customers check-in to Arby’s on foursquare2. We send auto-tweets to customers who have checked-in3. Tweets include links to drive customers to take action – i.e., sign-up for Arby’s extras12
  • Mobile Check-In Messaging13
  • Mobile Check-In Messaging14
  • Mobile Check-In Messaging Results• Sent over 28,000 tweets• CTR of 16% - drivingcustomers to sign-up forArby’s Extras (email)15
  • Social / Mobile Apps
  • Social MediaOver two-thirds of QSR usersengage with social mediaweekly, and a quarter of themare a fan, friend or follower offast food chain.Source: http://www.sandelman.com/smartphone/17
  • 18Social Networking is all about MobileSource: Nielsen | Social Media Report 2012
  • Foursquare• Added in-store window clingsat all of our restaurants toencourage check-ins• Created a page on Foursquare –over 65,000 followers• Added unique tips at differentvenue to encourageengagement19
  • Instagram• 54% of the worlds top brands arealready using Instagram• 5 million+ photos uploaded everyday• Over 50,000+ Arby’s related photosuploaded• Data has shown that photos attracttwice the number of Likes onFacebook that text-based statusupdates do20
  • • Mobile app where you can earn points for checking in to storesand scanning product barcodes.• Points can earn you prizes like Amazon and iTunes gift cards.• Branded Onion Ring Toss game to earn additional points.CheckPoints21
  • Mobile Ads
  • Mobile Ads60% of mobile users aged 25 &younger are comfortable withmobile ads while another 43% ofthe “mobile boomers” agedbetween 45 and 64 are just ascomfortable with them.Source: http://www.inmobi.com/23
  • 24Mobile Ads with Built-in Locations
  • 25Mobile Ads with Video Player
  • Why Mobile Ads?• Highly cost-effective and efficient– CPC or CPM Based– ~6 times higher CTR than standard display• Improved Targeting– Mobile Site vs. App | Device | Location-Based• Expanding Ad Formats26
  • Promotions
  • Arby’s Snap and Rock• Mobile is the center of the programViews TVCommercialfeaturing Arby’s Snap& RockVisits Arby’sand purchases anyCombo“Snaps”Pictureof fountain cup andSnap & Rock logoTexts orEmailstheir photos toarbys@pongr.com28
  • How Does it Work?1. Text or email in pictures of themusical artists that are featured onthe Arby’s cup to arbys@pongr.com.2. Customers who enter via SMS arethen sent a link to enter to win thesweepstakes.3. Once customers submit theirphoto, they can share it on Facebookand/or Twitter for an extra entry intothe sweeps.4. All entries receive smaller prizesincluding free Arby’s food or musicdownloads5. Final success page prompts users toenter Arby’s Email and Mobileprogram to receive email and SMSoffers29
  • Mobile Optimized Experiences• Desktop Microsite • Mobile Optimized Version30
  • 400,513504,676380,000400,000420,000440,000460,000480,000500,000520,000JAN12FEB12MAR12APR12MAY12JUN12JUL12AUG12SEP12OCT12NOV12DEC1231Arby’s Textras SMS Growth26% Growth in 2012!
  • SummaryWins• Mobile advertising works• Optimizing for a mobileexperience is critical• Leverage In-Store touchpoints• Test your way to success• Social Media apps– Instagram– FoursquareChallenges• QR codes• Compatibility across multipledevices– Alienating feature phones• Educating customers32
  • What’s Next?BrandedMobileApp(s)MobileOrderingMobilePayments /GiftingTabletAdvertising33
  • Questions?