The document discusses the modern customer lifecycle, emphasizing how mobile technologies have transformed the engagement process for retailers. It highlights the importance of personalized communication and the necessity for retailers to adapt their strategies to meet the expectations of today's tech-savvy consumers. Failure to effectively engage customers across various digital channels may lead to missed opportunities in a highly competitive market.

1. AWARENESS CONSIDERATION PURCHASE RETENTION ADVOCACY
The New Customer Lifecycle:
Engaging Today’s
Connected Consumers
Traditional
customer lifecycle
Mobile technologies have turned customers
into moving targets, making it challenging for
retailers to effectively engage customers at
each stage of today’s incredibly complex
customer lifecycle.
of Millennials have
bought a product on
their phones
of Millennials use their
device to check prices
while shopping
who find helpful information
in local search results are
more likely to visit the store
42%
59%
Conversions increase 133%
when consumers see positive
social media reviews before
making purchase decision
say personalization
plays a role in their
purchasing decisions
86% Retailers who use push
notifications see app user
retention increase by over
10%
3
4
Today’s
customer lifecycle
Smartphones, tablets, email, apps, and push
notifications have drastically changed today’s
shopping experience. No matter their age,
customer expectations are driven by technology
and retailers must use these digital channels to
engage customers at each stage of the lifecycle.
A mobile customer engagement platform helps retailers put their customers first -
no matter where they are - by delivering personalized messages and experiences
across screens. Insufficient technology or adherence to a traditional linear customer
lifecycle won’t cut it anymore. The bottom line is that your customers are more
connected than ever, and if you don’t engage them, someone else will.
Sources:
http://www.globalwebindex.net/blog/46-of-internet-users-purchasing-via-mobile
http://www.razorfish.com/binaries/content/assets/ideas/digitaldopamine.pdf
https://www.thinkwithgoogle.com/articles/how-digital-connects-shoppers-to-local-stores.html
http://www.gigya.com/blog/5-stats-that-prove-businesses-must-personalize-to-win-customers/
http://www.adweek.com/socialtimes/how-to-double-user-retention-with-push-notifications-urban-airship-shares-best-practices/526161?red=im
http://www.business2community.com/social-media/106-amazing-social-media-marketing-statistics-2014-2015-01151764#CUubLmB4EWPp0L9l.97
http://www.brainsins.com/en/blog/social-media-shopping-statistics-2015-infographic/3727
90%
Send a web push
notification as a
customer walks by
your store
Offer barcode
scanning through your
app for additional
product information
Offer click-and-collect
Utilize beacons to
enrich the in-store
customer experience
through your appOffer Apple Pay to
provide a frictionless
checkout process
Use single URL for
easy social sharing
Provide exclusive offers
to app users through
push notifications
Target social
media users with
location-specific
Twitter ads
Streamline the
checkout flow
across screens
Optimize mobile
web for local search
trust peer
recommendations
on social media