Mobile customer loyalty programs
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The document discusses how business and customer behavior has changed in recent years due to increased connectivity, globalization, and competition. It notes that customers and employees are increasingly interacting online and turning to trusted sources for advice. It then focuses on loyalty and rewards programs, discussing trends such as opting-in for rewards in exchange for personal information, the growth of mobile programs and apps, and the use of location data and social media analytics. It emphasizes making programs easy to use and leveraging multiple data sources.
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Mobile customer loyalty programs
- 1. Michael Fauscette, Group Vice President, Software Business Solutions © 2011 IDC
- 2. 2011: Business has changed! • Hyper-Connected • Global • Hyper-Competitive • Innovate! • Decentralized • Mobile http://www.telegeography.com/product-info/map_internet/images/internet_map09_lg.gif © 2011 IDC
- 3. Behavior has Changed • Customers & employees are congregating online • Turning to trusted sources for advice & help • Shift of influence & relevance • BYO attitudes © 2011 IDC
- 4. Loyalty and Reward Programs 49% Never or Rarely Take Advantage 78% Easy Access ACI WorldWide © 2011 IDC
- 5. Loyalty Programs • Opt-in – exchange info for rewards • Loyalty – Access to best deals • Coupons © 2011 IDC
- 6. Loyalty Programs 52% Single Card © 2011 IDC
- 7. Loyalty Programs - Coalitions Saintsbury, AMEX, BP & others © 2011 IDC
- 8. Loyalty Programs Coalition Strategy Coalition Strategy © 2011 IDC
- 9. Mobility “There’s an app for that!” © 2011 IDC
- 10. Why Mobile • It is ideal for reaching today’s technologically- savvy consumers • Real-time • Location intelligence © 2011 IDC
- 11. Starbucks App © 2011 IDC
- 12. Sephora to Go © 2011 IDC
- 14. RFID Loyalty Programs ID by Number Offers by SMS Buying Behavior No Forwarding Real Time Voiding 10-15% Weekly Redemption 94% > 1 year © 2011 IDC
- 15. Socialytics Customer Social Data Data Social Data Web Analytics Corporate Data Intersection of highest value information © 2011 IDC
- 16. Swedish Rail © 2011 IDC
- 17. Deals / Coupons Traditional Coupons – 2-5% Mobile Coupons - >50% © 2011 IDC
- 19. Final Thoughts • Making programs “easy” • Data and Analytics + socialytics • Consolidation – mobile or program aggregators? • Context © 2011 IDC
- 20. Contact Michael Fauscette mfauscette@idc.com Twitter: @mfauscette Blog: www.mfauscette.com Google+ - gplus.to/mfauscette Social Business Community: http://idc-insights-community.com/SocBiz © 2011 IDC © 2011 IDC