"New Generation of Loyalty: How business can benefit from the rich user experience”
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Slides from my keynote on Loyalty Awards 2014 gala
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"New Generation of Loyalty: How business can benefit from the rich user experience”
- 1. New Genera)on of Loyalty How business can benefit from the rich user experience 10 June 2014 © COMARCH
- 2. 2 USER or CUSTOMER experience? ! CUSTOMERS U S E R S
- 4. 4 3
- 6. 6 Nothing really exciting, huh?
- 7. 7 Hey, that’s much better !
- 10. 10
- 11. 11 …s)ll a way to go MOBILE ORDERS SOCIAL FACTOR ONLYTRANSACTIONS COUNT
- 12. 12 2
- 14. 14 Nice!
- 19. 19 #2 Lack of users’ self-‐expression (customisation of experience)
- 20. 20 1
- 21. 21
- 27. 27
- 29. 29 Result: a customer in love…
- 30. 30 …and the brand is not far behind
- 31. 31 + fully transac)onal including partners
- 32. 32 …anything to improve? MOBILE CHECK-INS MOBILE PAYMENTS VIRTUAL REWARDS
- 33. 33 Conclusion: no one’s perfect (…but some are prey close)
- 34. 34 …but why should we care?
- 36. 36 DATA (BIG?)
- 37. 37 BRAND (AND IT’S COOL FACTOR)
- 39. 39 Thank you Mateusz Popiolek! Consulting Director CRM & Marketing mateusz.popiolek@comarch.com ! @popiol Have a great evening!