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.
A Unified & Integrated Experience9 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
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
A Clear Value PropositionFor Consumers: free mobile wallet for For Merchants: new channel forloyalty cards, coupons and payments customer acquisition and retentionü 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 communicationü 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 performanceü 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 usageü 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
A wealth of untapped data forPersonalisation 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 INTERACTIONSDevice details Serial Number .mobi domains QR CodesNumber SIP Number Pictures Videos Location Presence MY IDENTIFIERS MY STUFF MY CONTEXT IP Address Address Book Calendar Roaming On/Off
Benefits for All14 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
Meet Customer Needs with Technologyü 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 customersü Create a Knowledge Base for employees and customersü In Africa Mobile is the most relevant channel with highest reachü Smartphones adoption means more people are connected to the internet via their mobileü The Customer changed with the advent of technology and expects you to change – look at Digital Impact based on customer segment
Use phone camera to scan image and see discounts 16 | Touchatag |August 2009
Single Knowledge Base – One source Customer Automatically Customer Portal feeds page goes to recognizes the optimized for Support Page device that device
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
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
Benefits of Digital Card Solution20 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
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 worldwideWinner of the Audience Award of in companies such as Vodacom , MTN , Sterthe 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.
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
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%
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.
Viral Distribution 01. 02.Create a viral / Launch the campaigns Viral Effect content repository opinion leaders" Campaign / Content Platform
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
Why Community is Relevant Effect of Marketing Brand Communications to purchase person decisions: 29% personperson person Effect of word-of- Brand mouth to purhcaseperson person decisions: 71% person person Source: Xtract Ltd. Used with permission