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Today’s Webinar
Drive Revenue and Loyalty by
Engaging Mobile and Social Consumers



Dr. Phil Hendrix             Doug Stephens    Ashok Kartham
Founder and Director,        Retail Prophet   Founder and CEO, Mize
immr and GigaOm              @retailprophet   @mizecom
Pro analyst
@phil_hendrix

Sponsored by Mize, Inc.

            April 11, 2013                    #smarterengagement
Overview – Topics/Agenda

    Loyalty and Engagement

    The Mobile Opportunity

    Consumer Motivations – Frictions, Shoulds and Wants

    Consumer Experience and Moments of Truth

    PEERSM Strategies

    Mobile Impacts

    Customer Expectations

    Key Success Factors

    m1ize vision/platform
         Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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         Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
For Additional Perspectives, Discussion




                                                                            • The Third Shelf
                                                                            • The End of Marketing
                                                                            • The Future of The Retail
                                                                              Store
                                                                            • The Real Competition Isn’t
                                                                              Your Competitors

         Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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         Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Loyalty and its Rewards




         Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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         Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
In the Ideal World5.




            Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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            Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
In the Real World, Gears Often Aren’t Aligned




                   Gaps, disconnects and conflicts
            Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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            Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Symptoms of EDD (Engagement Deficit Disorder)




    Showrooming                                               Uncertainty
                             Churn Rate                                                      Risks
    Returns                                                     Time                        Costs
                           Marketing $
      Failure Rate                                              Indifference                  Regret

              Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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              Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
“Terms of Engagement”




           Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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           Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Loyalty is Elusive




         Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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         Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
The Mobile Opportunity


     “[How long] could your
     business survive
     without marketing?”
     Doug Stephens, @RetailProphet




     “Soon [your mobile
     device] will be a remote
     control for your life5”
     Peter Fenton, Benchmark Capital, 12/2012


             Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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             Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Moments of Truth




         Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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         Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Are Retailers Delighting Consumers?




                                                       Avg – 25%




         Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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         Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
The Consumer Journey – aka “The Third Shelf”




         Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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         Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
How Happy Are Consumers?

     immr
     Shopping Study
     Smart phone
     owners in the U.S.
     n = 500




                Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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                Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Consumer Motivations

       Minimizing                                                 Enabling                                      Maximizing
        Friction                                                  Shoulds                                         Wants
        Avoid, minimize,                                        “Good for You”




                                                                                                                                                           Recognition
         or eliminate                                            (Resolutions)




                                                                                                                              Entertainment

                                                                                                                                              Acceptance
                                                                                                    Education
                                                                                 Savings




                                                                                                                       Food
                                                                                           Social
                                                                       Fitness




                                                                                                                Fun
                                                               Green
                                                        Cost
                                    Annoyances

                                                 Time
Bad outcomes

               Uncertainty




                                                                       “Satisfice”                                    “Maximize”
                             Risk




                                Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
15
                                Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Engaging Customers with PEERSM Strategies


             Learn† &
              Adapt
                                                                                      Surprise/
                                                                                       Delight




      Remove
      Frictions
                                                                               Reinforce
 †
     Securely, with full transparency
               Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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               Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Mobile    Ever Connected




          Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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          Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Consumers’ Expectations

Trusted Business Partners should know…
                                                          Who I
                      What                                am…                               Where I
                      I Like                                                                 am

             What I                                                                              What’s
           respond to                                                                            Nearby


            What I’ve                                                                            What’s
             bought                                                                             going On


                     Where                                                                   Where
                   I’ve been                               What                            I’m going
                                                          I need
Source: Dr. Phil Hendrix, How SoLoMo is Empowering Consumers, Transforming Shopping and Disrupting Advertising and Retailing


                   Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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                   Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
More about PEERSM Strategies

                      Leverage data about consumers and their

 Personalize          context to increase the relevance,
                      timeliness and value of communications,
                                                                               Allows airports to tailor info
                                                                                  for travelers based on
                      offers and customer experiences                               profile, destination

                      Help customers complete tasks and
                      accomplish their goals by minimizing the
 Enable               risk, time, and effort as they shop,
                                                                                 Mini owners can detect
                      compare, purchase and use your products
                                                                                 other owners, share tips

                      Surprise and delight customers by
                      anticipating and helping them fulfill
 Enhance              functional requirements, emotional needs                     Guests can manage
                                                                                 experience (FastPasses,
                      and aspirations
                                                                                 reservations, rides, etc.)

                      Using feedback, encouragement, rewards
                      and social influence, reinforce customers
 Reward               as they engage in behaviors that are
                                                                                     Allows hotels to
                                                                                  personalize rewards,
                      mutually beneficial                                         experiences based on
                                                                                   guest’s social profile

          Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
19
          Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Mobile Improves Consumers’ Experience




         Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
20
         Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Digital Signals         Key to Personalization




          Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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          Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
More on PEERSM Strategies




See also:

Raising the Bar – Mobile and Customer Loyalty†

Engaging Connected Consumers – Strategies for
Brands, Retailers and Local Businesses†

                  Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
22
                  Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Ready to Engage?




        Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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        Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Smarter Customer Engagement
        Ashok Kartham
             CEO




                              24
Transform how you engage customers

The overwhelming majority of
advertising/promotion/marketing/branding
investments and expenditures most
organizations make today are more about
"selling things" than "helping customers.“

  – Michael Schrage “Invest in Your Customers More
    Than Your Brand”


                                                     25
Transform how you engage customers

Brand centric focus        Smarter Engagement
                           • Customer- Centric
                           • Want/Intent driven
                           • Relevant/ Personalized
                      to   • Utility & Service at every
                             touch point
                           • Helping customers
                           • Advice & Education
                           • Powered by Customers


                                                          26
Smarter Customer Engagement


                 Systems of
                 Engagement




Systems of
Record




                                           27
Product Discovery to Decision




Friend’s recommendation   Learn more
                                           28
Product Discovery to Decision




Compare Products       Friends’ advice
                                         29
Product Discovery to Decision




My Want List     Buy from Retailer
                                     30
Product Ownership and Support




Manage all products I own   Easy access to Support
                                                     31
Product Ownership and Support


                                                               Warranty
                                                               status



                                                               Ext
                                                               Warranty
                                                               options




Order Accessories or consumables   Warranty status & options
                                                                          32
Consumer-Centric Smart Channel




Unified access to Products, Knowledge, Services
m-ize Smart Blox portfolio
              Customer touch points




Branded Customer experience powered by
                                         34
Value for Consumers & Brands

 Simplify Customer                     Transform How
    Experience                         Brands Engage
Consumers make faster &             Better sales conversion &
more confident decisions
                              <=>   accelerated revenue
Better value with product           Lower Marketing & Support
purchase and use
                              <=>   cost per Customer
Conveniently track all              Engage customers at all
products owned/wanted
                              <=>   touch points

Easier access to Brands and         Better customer loyalty &
Friends
                              <=>   advocacy

                                                                35
Q&A



     Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
36
     Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Thank You

 Facebook




 Twitter
            Mize, Inc.
             info@m-ize.com
             www.m-ize.com
 YouTube
             (813) 971-2666
              8610 Hidden River Pkwy, Suite 200
              Tampa, FL 33637
 LinkedIn



 Blog
Bio – Dr. Phil Hendrix
                               Dr. Phil Hendrix is the founder and director of immr, a research and advisory firm focused on
                               market opportunities afforded by new technologies, and an analyst with GigaOm Pro. He
                               specializes in helping organizations evaluate and capitalize on opportunities that are new>to>
                               customers and new>to>market. Dr. Hendrix has extensive experience uncovering customer
                               needs, identifying triggers and hurdles to adoption, and developing strategies that unlock
                               market opportunities, both B2C and B2B.
                               As an analyst, Phil focuses on mobile innovation and the implications for companies across
     Dr. Phil Hendrix          industries. He is a regular contributor at leading industry conferences, including GigaOm’s
     Director, immr            Mobilize, Structure:Data, Street Fight (hyperlocal), ad:tech, iMedia Summit, Social>Loco and
     www.immr.org              others. His current work focuses on mobile and its impact on consumer behavior, especially
     +1 (770) 61211488         shopping, M>commerce and mobile payment.
     phil.hendrix@immr.org     As a consultant and advisor, Phil has led significant engagements with startups and Fortune
     @phil_hendrix             100 clients in mobile, consumer electronics, and related categories, including financial
                               services, transportation, insurance and others. He works closely with senior management
                               and project teams on key issues, including market sizing, segmentation, positioning, and
                               branding as well as innovation, user experience, and customer retention. Over the course of
                               his career, Phil has helped clients conceive and successfully launch dozens of new products,
                               services and businesses.
                               Before founding immr, Phil was a partner with DiamondCluster (strategy and technology
                               consultancy), founder and head of IMS (Integrated Measurement Systems), and a principal
                               with Mercer Management Consulting (now Oliver Wyman). He has held faculty positions at
                               Emory University and the University of Michigan, where he taught courses in marketing,
                               research, and buyer behavior for MBAs and executives. While at Michigan Dr. Hendrix also
                               held a joint appointment as a research scientist in the Survey Research Center, Institute for
                               Social Research.
                               Additional information on immr perspectives and reports prepared by Dr. Hendrix is available
                               at immr and Slideshare, with additional information available at GigaOm Pro.

                         Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
38
                         Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
Bio – Doug Stephens
                             Doug Stephens is the founder of Retail Prophet and is one of the world's leading retail
                             industry futurists. He is an in>demand speaker for global organizations, governments and
                             trade associations on the future of consumerism.
                             Doug's work has influenced many of North America's best>known retailers and brands
                             including Wal>Mart, Home Depot, Razorfish, Citibank, Disney, WestJet and Air Miles. His
                             thinking has been featured in publications like Advertising Age, Profit, Canadian Business,
                             The Globe & Mail and Forbes.
     Doug Stephens
     www.retailprophet.com
                             Prior to founding Retail Prophet, Doug spent over 20 years in the retail industry. He has held
     @retailprophet
                             senior international roles including the leadership of one of New York City's most historic retail
                             chains.
                             He is the author of the groundbreaking book, The Retail Revival: Reimagining Business For
                             The New Age of Consumerism. Doug is also a regular guest on the acclaimed television
                             series App Central TV and a contributor to CBC Radio. He sits on the advisory boards of a
                             mobile technology company and the Dx3 digital conference.




                    Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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                    Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
immr – Recent and Forthcoming Reports

     Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers†
     Engaging Connected Consumers – Strategies for Brands, Retailers and Local
     Businesses†
     If Shopping is Broken, Can Mobile Fix it?†
     Raising the Bar – Mobile and Customer Loyalty†
     Social + Location + Mobile: SoLoMo Analytics and the Transformation of Shopping†
     How Consumers Are Using Local Search
     Mobilizing the Enterprise with Custom Mobile Solutions: Pt. 1 and 2
     The Promise of Hyperlocal: Opportunities for Publishers and Developers
     Tuning into Consumers’ Digital Signals
     How SoLoMo is Empowering Consumers, Transforming
     Shopping, and Disrupting Advertising and Retailing
     Location – the Epicenter of Mobile Innovation                                      †
                                                                                        Forthcoming




          Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers
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          Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement

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Slides & Recording of Webinar: Drive Revenue and Loyalty by Engaging Mobile and Social Consumers

  • 1. Today’s Webinar Drive Revenue and Loyalty by Engaging Mobile and Social Consumers Dr. Phil Hendrix Doug Stephens Ashok Kartham Founder and Director, Retail Prophet Founder and CEO, Mize immr and GigaOm @retailprophet @mizecom Pro analyst @phil_hendrix Sponsored by Mize, Inc. April 11, 2013 #smarterengagement
  • 2. Overview – Topics/Agenda Loyalty and Engagement The Mobile Opportunity Consumer Motivations – Frictions, Shoulds and Wants Consumer Experience and Moments of Truth PEERSM Strategies Mobile Impacts Customer Expectations Key Success Factors m1ize vision/platform Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 2 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 3. For Additional Perspectives, Discussion • The Third Shelf • The End of Marketing • The Future of The Retail Store • The Real Competition Isn’t Your Competitors Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 3 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 4. Loyalty and its Rewards Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 4 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 5. In the Ideal World5. Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 5 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 6. In the Real World, Gears Often Aren’t Aligned Gaps, disconnects and conflicts Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 6 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 7. Symptoms of EDD (Engagement Deficit Disorder) Showrooming Uncertainty Churn Rate Risks Returns Time Costs Marketing $ Failure Rate Indifference Regret Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 7 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 8. “Terms of Engagement” Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 8 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 9. Loyalty is Elusive Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 9 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 10. The Mobile Opportunity “[How long] could your business survive without marketing?” Doug Stephens, @RetailProphet “Soon [your mobile device] will be a remote control for your life5” Peter Fenton, Benchmark Capital, 12/2012 Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 10 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 11. Moments of Truth Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 11 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 12. Are Retailers Delighting Consumers? Avg – 25% Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 12 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 13. The Consumer Journey – aka “The Third Shelf” Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 13 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 14. How Happy Are Consumers? immr Shopping Study Smart phone owners in the U.S. n = 500 Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 14 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 15. Consumer Motivations Minimizing Enabling Maximizing Friction Shoulds Wants Avoid, minimize, “Good for You” Recognition or eliminate (Resolutions) Entertainment Acceptance Education Savings Food Social Fitness Fun Green Cost Annoyances Time Bad outcomes Uncertainty “Satisfice” “Maximize” Risk Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 15 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 16. Engaging Customers with PEERSM Strategies Learn† & Adapt Surprise/ Delight Remove Frictions Reinforce † Securely, with full transparency Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 16 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 17. Mobile Ever Connected Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 17 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 18. Consumers’ Expectations Trusted Business Partners should know… Who I What am… Where I I Like am What I What’s respond to Nearby What I’ve What’s bought going On Where Where I’ve been What I’m going I need Source: Dr. Phil Hendrix, How SoLoMo is Empowering Consumers, Transforming Shopping and Disrupting Advertising and Retailing Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 18 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 19. More about PEERSM Strategies Leverage data about consumers and their Personalize context to increase the relevance, timeliness and value of communications, Allows airports to tailor info for travelers based on offers and customer experiences profile, destination Help customers complete tasks and accomplish their goals by minimizing the Enable risk, time, and effort as they shop, Mini owners can detect compare, purchase and use your products other owners, share tips Surprise and delight customers by anticipating and helping them fulfill Enhance functional requirements, emotional needs Guests can manage experience (FastPasses, and aspirations reservations, rides, etc.) Using feedback, encouragement, rewards and social influence, reinforce customers Reward as they engage in behaviors that are Allows hotels to personalize rewards, mutually beneficial experiences based on guest’s social profile Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 19 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 20. Mobile Improves Consumers’ Experience Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 20 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 21. Digital Signals Key to Personalization Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 21 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 22. More on PEERSM Strategies See also: Raising the Bar – Mobile and Customer Loyalty† Engaging Connected Consumers – Strategies for Brands, Retailers and Local Businesses† Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 22 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 23. Ready to Engage? Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 23 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 24. Smarter Customer Engagement Ashok Kartham CEO 24
  • 25. Transform how you engage customers The overwhelming majority of advertising/promotion/marketing/branding investments and expenditures most organizations make today are more about "selling things" than "helping customers.“ – Michael Schrage “Invest in Your Customers More Than Your Brand” 25
  • 26. Transform how you engage customers Brand centric focus Smarter Engagement • Customer- Centric • Want/Intent driven • Relevant/ Personalized to • Utility & Service at every touch point • Helping customers • Advice & Education • Powered by Customers 26
  • 27. Smarter Customer Engagement Systems of Engagement Systems of Record 27
  • 28. Product Discovery to Decision Friend’s recommendation Learn more 28
  • 29. Product Discovery to Decision Compare Products Friends’ advice 29
  • 30. Product Discovery to Decision My Want List Buy from Retailer 30
  • 31. Product Ownership and Support Manage all products I own Easy access to Support 31
  • 32. Product Ownership and Support Warranty status Ext Warranty options Order Accessories or consumables Warranty status & options 32
  • 33. Consumer-Centric Smart Channel Unified access to Products, Knowledge, Services
  • 34. m-ize Smart Blox portfolio Customer touch points Branded Customer experience powered by 34
  • 35. Value for Consumers & Brands Simplify Customer Transform How Experience Brands Engage Consumers make faster & Better sales conversion & more confident decisions <=> accelerated revenue Better value with product Lower Marketing & Support purchase and use <=> cost per Customer Conveniently track all Engage customers at all products owned/wanted <=> touch points Easier access to Brands and Better customer loyalty & Friends <=> advocacy 35
  • 36. Q&A Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 36 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 37. Thank You Facebook Twitter Mize, Inc. info@m-ize.com www.m-ize.com YouTube (813) 971-2666 8610 Hidden River Pkwy, Suite 200 Tampa, FL 33637 LinkedIn Blog
  • 38. Bio – Dr. Phil Hendrix Dr. Phil Hendrix is the founder and director of immr, a research and advisory firm focused on market opportunities afforded by new technologies, and an analyst with GigaOm Pro. He specializes in helping organizations evaluate and capitalize on opportunities that are new>to> customers and new>to>market. Dr. Hendrix has extensive experience uncovering customer needs, identifying triggers and hurdles to adoption, and developing strategies that unlock market opportunities, both B2C and B2B. As an analyst, Phil focuses on mobile innovation and the implications for companies across Dr. Phil Hendrix industries. He is a regular contributor at leading industry conferences, including GigaOm’s Director, immr Mobilize, Structure:Data, Street Fight (hyperlocal), ad:tech, iMedia Summit, Social>Loco and www.immr.org others. His current work focuses on mobile and its impact on consumer behavior, especially +1 (770) 61211488 shopping, M>commerce and mobile payment. phil.hendrix@immr.org As a consultant and advisor, Phil has led significant engagements with startups and Fortune @phil_hendrix 100 clients in mobile, consumer electronics, and related categories, including financial services, transportation, insurance and others. He works closely with senior management and project teams on key issues, including market sizing, segmentation, positioning, and branding as well as innovation, user experience, and customer retention. Over the course of his career, Phil has helped clients conceive and successfully launch dozens of new products, services and businesses. Before founding immr, Phil was a partner with DiamondCluster (strategy and technology consultancy), founder and head of IMS (Integrated Measurement Systems), and a principal with Mercer Management Consulting (now Oliver Wyman). He has held faculty positions at Emory University and the University of Michigan, where he taught courses in marketing, research, and buyer behavior for MBAs and executives. While at Michigan Dr. Hendrix also held a joint appointment as a research scientist in the Survey Research Center, Institute for Social Research. Additional information on immr perspectives and reports prepared by Dr. Hendrix is available at immr and Slideshare, with additional information available at GigaOm Pro. Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 38 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 39. Bio – Doug Stephens Doug Stephens is the founder of Retail Prophet and is one of the world's leading retail industry futurists. He is an in>demand speaker for global organizations, governments and trade associations on the future of consumerism. Doug's work has influenced many of North America's best>known retailers and brands including Wal>Mart, Home Depot, Razorfish, Citibank, Disney, WestJet and Air Miles. His thinking has been featured in publications like Advertising Age, Profit, Canadian Business, The Globe & Mail and Forbes. Doug Stephens www.retailprophet.com Prior to founding Retail Prophet, Doug spent over 20 years in the retail industry. He has held @retailprophet senior international roles including the leadership of one of New York City's most historic retail chains. He is the author of the groundbreaking book, The Retail Revival: Reimagining Business For The New Age of Consumerism. Doug is also a regular guest on the acclaimed television series App Central TV and a contributor to CBC Radio. He sits on the advisory boards of a mobile technology company and the Dx3 digital conference. Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 39 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement
  • 40. immr – Recent and Forthcoming Reports Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers† Engaging Connected Consumers – Strategies for Brands, Retailers and Local Businesses† If Shopping is Broken, Can Mobile Fix it?† Raising the Bar – Mobile and Customer Loyalty† Social + Location + Mobile: SoLoMo Analytics and the Transformation of Shopping† How Consumers Are Using Local Search Mobilizing the Enterprise with Custom Mobile Solutions: Pt. 1 and 2 The Promise of Hyperlocal: Opportunities for Publishers and Developers Tuning into Consumers’ Digital Signals How SoLoMo is Empowering Consumers, Transforming Shopping, and Disrupting Advertising and Retailing Location – the Epicenter of Mobile Innovation † Forthcoming Drive Revenue and Customer Loyalty by Engaging Mobile and Social Consumers 40 Webinar sponsored by Mize – April 11, 2013 © immr 2013 – #SmarterEngagement