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Life Takes Your Customers Everywhere. Engage with Them Anywhere.
 

Life Takes Your Customers Everywhere. Engage with Them Anywhere.

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As CMOs prioritize enhancing customer loyalty and encouraging customer loyalty, it’s no surprise that the world’s top brands are looking to foster these relationships via mobile apps and Web ...

As CMOs prioritize enhancing customer loyalty and encouraging customer loyalty, it’s no surprise that the world’s top brands are looking to foster these relationships via mobile apps and Web sites. Consumers are reaching for their smart phones and tablets to explore, purchase, or service holiday shopping this year – a trend that shows no signs of slowing in 2013. There has never been a more power channel to connect with consumers in such a personalized way.

Join this webcast to explore the latest developments in consumer mobility for the retail and consumer products industries. The session will include a preview of the new SAP Customer Loyalty mobile app, which is customizable to your brand identity and extensible to your business needs.

Listen to this webcast to:

Discover what consumers really want in a mobile experience
Avoid common pitfalls in developing a consumer mobile strategy
Preview the SAP Customer Loyalty mobile app and learn how it can help you boost customer engagement, conversion, and ultimately loyalty

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  • Today’s customers are Digitally Connected, Socially Networked, and Better Informed. They live their lives ‘in the moment’, updating their relationship status, interacting with their friends and sharing their likes, dislikes, and opinions, in real-time, through the power of their Mobile Devices. They are literally changing the rules of engagement and, through that, becoming more empowered. At the same time, they are incredibly fickle:52% of consumers say a bad mobile experience leads them to engage less with a companyYet 74% say they will return to a business with a mobile friendly siteSource: What Users Want Most From Mobile Sites Today, a study from Google (conducted by Sterling Research and SmithGeiger, independent market research firms), July 2012Immediate insightsInformation that is relevant to themTheir electrical usage… and how they compare to their neighbors, zipcode, etcHealth patternsThe most popular – price-comparisonsImmediate gratificationAbility to act in the moment based on that informationBuy somethingMake an appointment with a service providerAdjust your thermostat50% of Smartphone users prefer to use a mobile customer service app before calling customer service1Source: SpeechCycle – “SpeechCycle and Echo Research Study” – Oct 2011Personalized experiencesSupport – whether calling or self service, it knows me and what products/services I’m usingAdjusts based on my context, preferences, channel of interactionRelevant offers – According to a recent Accenture study:85 percent said they realized that data tracking make it possible for retailers to present them with relevant and targeted content73 percent of consumers surveyed said they prefer do business with retailers who use personal information to make their shopping experience more relevantSource: http://www.digitaltrends.com/social-media/why-consumers-are-increasingly-willing-to-trade-data-for-personalization/Social connectionsGet feedback from friends in the momentReview a product or serviceShare an experience with a friendEngage directly with a brand67% of American Millennials believe it’s their responsibility to share feedback with companies after a good or bad brand experience http://www.marketingcharts.com/wp/interactive/2-in-3-us-millennials-want-to-share-their-customer-experiences-with-brands-25247/?utm_campaign=newsletter&utm_source=mc&utm_medium=textlink
  • 67% of American Millennials believe it’s their responsibility to share feedback with companies after a good or bad brand experience http://www.marketingcharts.com/wp/interactive/2-in-3-us-millennials-want-to-share-their-customer-experiences-with-brands-25247/?utm_campaign=newsletter&utm_source=mc&utm_medium=textlink
  • The SAP Customer Loyalty enables retailers to begin to engage with their consumers with a mobile solution built on a proven consumer mobile platform.
  • Sam: need to add link to the survey about webcasts….

Life Takes Your Customers Everywhere. Engage with Them Anywhere. Life Takes Your Customers Everywhere. Engage with Them Anywhere. Document Transcript

  • Life Takes Your Customers Everywhere.Engage with Them Anywhere. http://twitter.com/SAPMobile http://www.facebook.com/SAPMobile Watch webcast replay
  • Legal disclaimerThe information in this presentation is confidential and proprietary to SAP and may not be disclosed withoutthe permission of SAP. This presentation is not subject to your license agreement or any other service orsubscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in thisdocument or any related presentation, or to develop or release any functionality mentioned therein. Thisdocument, or any related presentation and SAPs strategy and possible future developments, products andor platforms directions and functionality are all subject to change and may be changed by SAP at any timefor any reason without notice. The information in this document is not a commitment, promise or legalobligation to deliver any material, code or functionality. This document is provided without a warranty of anykind, either express or implied, including but not limited to, the implied warranties of merchantability, fitnessfor a particular purpose, or non-infringement. This document is for informational purposes and may not beincorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, exceptif such damages were caused by SAP´s willful misconduct or gross negligence.All forward-looking statements are subject to various risks and uncertainties that could cause actual resultsto differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in makingpurchasing decisions.© 2011 SAP AG. All rights reserved. 2
  • Today’s Presenters Mickey Haynes Mobility Solutions Executive - Global Business Development for Mobile in Retail, CPG, Hospitality, SAP Rakesh Gandhi Director, Mobile Solution Management, SAP Bhushan Khadpe Director, Product Management, Mobile Applications, SAP© 2011 SAP AG. All rights reserved. 3
  • Successful retailers…… recognize that change is the only constant Trends… Loss of…. Online competition Basket size Showrooming Gross margin Smartphones Customer retention Consumerization of IT Tolerance for error Attract new customers Skilled/experienced labor Must rapidly seize technology and adapt to change© 2011 SAP AG. All rights reserved. 4
  • Successful retailers…… adapt and seize the opportunity Response Results Empower associates with customer and product Reduce information customer churn Enhance and personalize customer interaction Reduce lost sales opportunities Collaborate with supply chain and other Reverse margin shrinkage partners Reduce losses/delays in productivity Growth, sustainability, transformation© 2011 SAP AG. All rights reserved. 5
  • © 2011 SAP AG. All rights reserved. 6
  • Online-only retailers continue to focus on price, winningover consumers, even when they are in a competitor’sphysical store consumers used smartphones while in store. Up 134% from last year of retailers expect of showrooming consumers of retailers have a strategy showrooming to impact their ask for better prices on addressing showrooming business with an average future purchases this year sales loss of 5%© 2011 SAP AG. All rights reserved. 7
  • Mobile is a bright spot, enabling retailers to drive store traffic, and empowering consumers to complete their transaction, anywhere and anytime increase in mobile searches in 2012 of people who see a conversion rate for mobile of people conducted mobile ad take action. vs. print coupons shopping related searches 35% visit advertiser’s site© 2011 SAP AG. All rights reserved. 8
  • Boost the store experience by empowering in-storeemployees – online retailers don’t have this opportunity prefer reatilers that use want offers based on past want “relevant” ads personal information to purchases, on their phones, on their mobile device improve online shopping while in the store© 2011 SAP AG. All rights reserved. 9
  • Challenges of consumer mobility in retailComplex & Constantly Evolving LandscapeMultiple mobile operating systems and device form factors increases complexity ofdesign, development, testing and rolloutContinuous InnovationNew technologies such as mobile payments, NFC, barcodes, etc., requirespecialized skillsetsApp FatigueConsumers do not want to download a single app from every brand with whichthey interactNumerous Solutions & StakeholdersA successful mobile strategy includes web, apps, SMS, and third party integratorsand incorporates direction from many stakeholders such as eCommerce,marketing, store experience, payments, sales, etc.© 2011 SAP AG. All rights reserved. 10
  • The Mobile Shopping Experience
  • Mobile is shaping the shopping experienceMaking consumers more demandingMobile innovation has taken consumer expectations to another levelImmediate insightInstant gratificationPersonalized experiencesSocial connections© 2011 SAP AG. All rights reserved. 12
  • Consumers will become loyal to brands thatExceed their expectations by making themInformed and empowered by relevant dataComforted and confident as they transact in the momentRewarded by and closer to the brands they loveInspired to evangelize© 2011 SAP AG. All rights reserved. 13
  • Customer mobile strategy Consumer mobile commerce maturity lifecycle Internet Shopping Value Add Services Analyze & Market Mobile Location based services & Website Instore location service Transact QR Code, Barcode Scan, NFC Personalized & relevant Augmented reality recommendationMobile Evolution Engage Personalized, and Consumer Self service, product Advanced shopping list with family registration, returns, etc. location based offers & collaboration coupons Social Media – ratings, etc. Product catalog, digital assets, Personalized product Mobile Loyalty & Wallet recipes, search, scan, store prices catalog & inventory Basic shopping list Social sharing In-store Mobile POS & Check out Offers and Coupons On device ordering, Mobile Store locator Payments, Mobile Wallet & Digital Receipts, Store pick up Omni Channel integration SAP Mobile Platform SAP Mobile Platform SAP Mobile Platform SAP Mobile Platform & Partner 365 Messaging solution SAP 365 Messaging 365 Messaging Offerings SAP customer Loyalty Mobile Payment & Wallet SAP Precision Retailing Re-usable platform services Extensible Shopping solution © 2011 SAP AG. All rights reserved. 14
  • SAP Customer Loyalty 1.0.0Introduction to consumer mobile loyalty solution Enroll SAP Customer Loyalty Analyze & Personalized Store Locator Marketing Mobile Payment/Wallet Mobile Offers, Coupons Services Mobile Instore and Out of store Shopping Loyalty Account Management Product catalog & digital content Push Messaging, Alerts and SMS© 2012 SAP Canada. All rights reserved. Confidential 15
  • Illustrative use-case:Drive consumer loyalty Consumer Receives Manage Loyalty Store locator Shopping list Enrolls Special Offer & Wallet Consumer enrolls Consumer learns Consumer registers and Consumer creates Consumer uses this with Retailer or about special offers gets loyalty card online shopping list and feature to find Manufacturer plans shoppings nearest store location program l ABC Retailer ABC Retailer creates ABC Retailer strengthens ABC Retailer provides Consumer locates personalizes the opportunities to consumer loyalty through simple to use nearest store andshopping experience cross-sell consumers reward program. Provides shopping list with goes in store for and enrollment and increase basket rich experience to get check off feature to shopping. process with secure size loyalty card online and drive convenienceregistration or log on store it in digital wallet. with Facebook© 2012 SAP Canada. All rights reserved. Confidential 16
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 17
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 18
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 19
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 20
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 21
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 22
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 23
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 24
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 25
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 26
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 27
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  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 29
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 30
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 31
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 32
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 33
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 34
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 35
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 36
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 37
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 38
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 39
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 40
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 41
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 42
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 43
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 44
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 45
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 46
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 47
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 48
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 49
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 50
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 51
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 52
  • SAP Customer Loyalty mobile solution Tue Redeemed 140 12th Dec Mon Bonus 50 10th Dec Bonus Wed Earned 250 12th Dec $125 spend Fri Earned 150 14th Dec 2 Refills Sat Redeemed 200 15th Dec Sun Earned 300 16th Dec $150 spend© 2012 SAP Canada. All rights reserved. Confidential 53
  • SAP Customer Loyalty mobile solution© 2012 SAP Canada. All rights reserved. Confidential 54
  • SAP Customer LoyaltyDrives Business Value Increase consumer Digitize coupons and satisfaction and loyalty Increase offer conversion rates Repeat consumer Grow wallet share Enhance consumer shopping experience Maximize return on marketing spend© 2012 SAP Canada. All rights reserved. Confidential 55
  • Q&A© 2012 SAP Canada. All rights reserved. Confidential 56
  • Thank youContact information:Michael “Mickey” HaynesMobile Center of ExcellenceEmail: michael.haynes@sap.comRakesh GandhiDirector, Consumer Mobile Solution ManagementEmail: rakesh.gandhi@sap.comBhushan KhadpeDirector, Consumer Mobile Product ManagementEmail: bhushan.khadpe@sap.com
  • Closing and Q&AParticipate in today’s TweetChat about wholesale distribution #MobileInsightsSAP Mobile Insights Webcast Series http://bit.ly/sapmobileinsight January 30th – Is Your Enterprise Ready to Scale Mobile Device Security?