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Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
Mobile customer loyalty programs
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Mobile customer loyalty programs

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  • 1. Michael Fauscette,Group Vice President, Software Business Solutions © 2011 IDC
  • 2. 2011: Business has changed! • Hyper-Connected • Global • Hyper-Competitive • Innovate! • Decentralized • Mobile http://www.telegeography.com/product-info/map_internet/images/internet_map09_lg.gif© 2011 IDC
  • 3. Behavior has Changed•  Customers & employees are congregating online•  Turning to trusted sources for advice & help•  Shift of influence & relevance•  BYO attitudes © 2011 IDC
  • 4. Loyalty and Reward Programs 49% Never or Rarely Take Advantage 78% Easy AccessACI WorldWide© 2011 IDC
  • 5. Loyalty Programs•  Opt-in – exchange info for rewards•  Loyalty – Access to best deals•  Coupons© 2011 IDC
  • 6. Loyalty Programs 52% Single Card© 2011 IDC
  • 7. Loyalty Programs - Coalitions Saintsbury, AMEX, BP & others© 2011 IDC
  • 8. Loyalty Programs Coalition Strategy Coalition Strategy© 2011 IDC
  • 9. Mobility “There’s an app for that!”© 2011 IDC
  • 10. Why Mobile•  It is ideal for reaching today’s technologically- savvy consumers•  Real-time•  Location intelligence© 2011 IDC
  • 11. Starbucks App© 2011 IDC
  • 12. Sephora to Go© 2011 IDC
  • 13. cardMobili© 2011 IDC
  • 14. RFID Loyalty Programs ID by Number Offers by SMS Buying Behavior No Forwarding Real Time Voiding 10-15% Weekly Redemption 94% > 1 year© 2011 IDC
  • 15. Socialytics Customer Social Data Data Social Data Web Analytics Corporate Data Intersection of highest value information© 2011 IDC
  • 16. Swedish Rail© 2011 IDC
  • 17. Deals / Coupons Traditional Coupons – 2-5% Mobile Coupons - >50%© 2011 IDC
  • 18. Location© 2011 IDC
  • 19. Final Thoughts•  Making programs “easy”•  Data and Analytics + socialytics•  Consolidation – mobile or program aggregators?•  Context© 2011 IDC
  • 20. Contact Michael Fauscette mfauscette@idc.com Twitter: @mfauscette Blog: www.mfauscette.com Google+ - gplus.to/mfauscette Social Business Community: http://idc-insights-community.com/SocBiz© 2011 IDC © 2011 IDC

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