Mobile loyalty programs have advantages for both customers and retailers. For customers, mobile loyalty apps allow them to track rewards progress, redeem rewards, get coupons, and check-in at stores. For retailers, mobile loyalty programs build customer loyalty, increase brand value, understand customer purchase behavior, and aid financial well-being by identifying important customers. However, there are still needs around strengthening IT infrastructure in Indian retail, improving customer authentication methods, and creating simpler interfaces for mobile loyalty programs. Addressing these gaps could help bridge the gap between customer satisfaction and loyalty.
Our customer experience management solutions help you bank on customer insights to create precise experiences for customers to engage across channels.
https://www.itcinfotech.com/lines-of-business/customer-experience
Beyond the Customer Satisfaction Survey - 35 ideas for customer insightPaul Hopkins
Looking to get more information then just the standard customer satisfaction survey, for your big data or customer experience project? In this presentation, I explain where to in a multi channel retail, you can find rich customer insight to deliver you better customer insight.
Digital Marketing Strategies for Financial ServicesBackbase
Presentation by Jim Marous and Jay Dillemuth in the Backbase webinar on Digital Marketing Strategies for Financial Services.
The rise in digital technologies is transforming how bank marketers can reach, engage and deliver value to their customers. With a proliferation of media channels, financial marketers must understand these new digital tools and be in a position to implement digital strategies that add value to the marketing mix and integrate with already established marketing and business practices.
This webinar will discuss several digital marketing strategies that are being successfully used by financial organizations to reach digitally savvy audiences. Tools will be presented along with examples of ways to gain a competitive advantage online
[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the StackPrecisely
As a CX and marketing professional, you are responsible for communicating and
engaging with your prospects and clients in their moment of need. We’d like to
introduce you to our powerful portfolio of digital solutions designed for CX and
marketing professionals.
View this on-demand webinar to explore the key channels where your customers
want to engage with you – and how as a customer-obsessed organization, you can
embrace new market opportunities and exceed their expectations.
2014 Customer Loyalty ASEAN Conference: Lassu (lassuloyalty.com)Jim D Griffin
Jim Griffin discusses three levels of maturity in customer loyalty marketing. He then presents the results of a cross-sectional household survey in the Philippines, concluding with two case studies that illustrate customer loyalty marketing at a cross-roads between mediocrity and excellence. Jim is the founder of Lassu (lassuloyalty.com). He has helped dozens of clients and programs across multiple verticals, including healthcare, travel, retail, telecommunications, banking and business-to-business.
Our customer experience management solutions help you bank on customer insights to create precise experiences for customers to engage across channels.
https://www.itcinfotech.com/lines-of-business/customer-experience
Beyond the Customer Satisfaction Survey - 35 ideas for customer insightPaul Hopkins
Looking to get more information then just the standard customer satisfaction survey, for your big data or customer experience project? In this presentation, I explain where to in a multi channel retail, you can find rich customer insight to deliver you better customer insight.
Digital Marketing Strategies for Financial ServicesBackbase
Presentation by Jim Marous and Jay Dillemuth in the Backbase webinar on Digital Marketing Strategies for Financial Services.
The rise in digital technologies is transforming how bank marketers can reach, engage and deliver value to their customers. With a proliferation of media channels, financial marketers must understand these new digital tools and be in a position to implement digital strategies that add value to the marketing mix and integrate with already established marketing and business practices.
This webinar will discuss several digital marketing strategies that are being successfully used by financial organizations to reach digitally savvy audiences. Tools will be presented along with examples of ways to gain a competitive advantage online
[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the StackPrecisely
As a CX and marketing professional, you are responsible for communicating and
engaging with your prospects and clients in their moment of need. We’d like to
introduce you to our powerful portfolio of digital solutions designed for CX and
marketing professionals.
View this on-demand webinar to explore the key channels where your customers
want to engage with you – and how as a customer-obsessed organization, you can
embrace new market opportunities and exceed their expectations.
2014 Customer Loyalty ASEAN Conference: Lassu (lassuloyalty.com)Jim D Griffin
Jim Griffin discusses three levels of maturity in customer loyalty marketing. He then presents the results of a cross-sectional household survey in the Philippines, concluding with two case studies that illustrate customer loyalty marketing at a cross-roads between mediocrity and excellence. Jim is the founder of Lassu (lassuloyalty.com). He has helped dozens of clients and programs across multiple verticals, including healthcare, travel, retail, telecommunications, banking and business-to-business.
How B2B Marketers Use Digital Media to Accelerate Marketing and Sales Perform...Joel Book
This presentation was delivered at the 2011 DMA B2B Marketing Symposium in Boston.
It provides a concise overview of why and how innovative B2B marketers are using Email, Social Media and Websites in combination with CRM and marketing automation technology to attract, engage, sell, and retain customers.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Enhancement Of Customer Digital Engagement On Online Platform PowerPoint Pres...SlideTeam
Customer retention on digital platform is the need of hour. The goal of the firm is to improve digital engagement by enhancing customer experience. The firm wants to boost up its customer loyalty, acquisition and retention by engaging customer on digital platforms and devices. This template is useful for the top level management in enhancing digital capability of the firm by increasing customer engagement on different digital platforms. A survey will be conducted which will assess overall customer experience on digital platform in terms of how effective is firms digital marketing campaign, whether the firm has effective onboarding process, etc. Being a digital firm, it is necessary to look for aspects that help firm in engaging customers digitally as it is found from several statistics that highly engaged customers will purchase frequently which ultimately leads to increased customer lifetime value. Active engagement of customers can be achieved through digital storytelling in the form of advertisement on various digital channels. Email marketing campaign is also an effective way of engaging with customers by sending customized messages at right moment. Tracking customer engagement across various digital channels will help firm in targeting the potential customers. As a digitally active firm, it is necessary to be in sync with future requirements by keeping track of the future trends that are prevailing in the industry. https://bit.ly/33Ur6Bb
There are several advantages associated with the use of Gamification, but those inherent to the purely emotional side and linked to the user's ego, have a clearer positive impact, as they lead to a greater level of involvement and loyalty. In fact, gamification allows financial institutions to "exploit" the already collected data, to provide personalized and compelling experiences that encourage their customers towards specific and virtuous behaviours for the company.
Think Digital : Transform your life insurance agency model in AsiaThe Digital Insurer
This presentation by The Digital Insurer was given at IDC conference in Singapore in September 2013.
It is a strategy for digital transformation and argues that tablet toolkits are the pivotal technology for that transformation to more digital and customer centric future.
How to easily create relevant, seamless interactive engagements with your customers
In a world where companies spend more than $2 trillion on digital transformation and customer demands for new technology channels are increasing, your company needs to keep up to have any chance of succeeding. But how can you keep communicating with your customers in the most effective way, while still streamlining your operations?
Join renowned industry analyst Kaspar Roos, founder & CEO of Aspire, for an interactive on-demand session to discover how the new EngageOne Communicate can help make the complex simple with your approach to customer communications.
Digital insurance trends in Asia - Presentation to Allianz regional conferen...The Digital Insurer
This deck is an extract of a presentation given to Allianz CIO's and COO's in Singapore in May 2013.
Note : The presentation is an independent presentation by The Digital Insurer and does not represent or reflect Allianz policy or strategy.
How Financial Services Companies Use Digital Technology to Improve Customer E...Precisely
Companies like yours provide a vital service to the public, but you know that communicating with consumers can be challenging. No matter how important banking and insurance products are, most people spend little time reading the fine print.
So how do you increase customer engagement and boost retention?
Join our conversation to learn how you can easily create relevant and meaningful connections throughout the customer experience journey.
Find out how organisations like yours use digital media to help them enrich engagement and build lasting and profitable customer relationships.
The future of shopping with your mobile phoneresimpa
This is a presentation from a research programme looking at the future role of mobile phones in retail prepared for the Direct Marketing Association and Empirix
Digital Measurement Framework Summary by Martin WalshMartin Walsh
This is a single slide outlining a conceptual Digital Marketing Measurement Framework, in this case a B2B version.
This slide is from my broader Digital Marketing Measurement Framework PowerPoint which is available here - http://www.slideshare.net/martinwalsh/digital-marketing-measurement-framework-martin-walsh
Customer expectations and service channel advancement has been keeping pace with each other. With Customers doing more with their mobile devices and engaging for a quick resolution through peer-to-peer interaction, organizations have another channel to Get Closer to their Customer.
Digital has profoundly changed how B2B businesses need to interact with their customers. B2B customers are already embracing digital to make more informed purchase and post-purchase decisions. B2B companies need to understand how to use digital to be where (and when) their customers are. Latest McKinsey insights on B2B: http://mckinseyonmarketingandsales.com/topics/b-to-b
Building the 10x better bank, by @joukpleiter & @jelmerdejong
Slides of the November 11, 2015 webinar 'Omni-channel banking & the digital transformation roadmap'.
In this webinar, Jouk Pleiter and Jelmer de Jong of Backbase will talk about building the 10-times-better bank.
The financial services market is going through many changes. New challengers have appeared and are looking for a slice of the market. In addition, customers are more demanding and more informed, expecting convenience and simplicity when it comes to financial services, particularly online and via mobile devices. People love digital services such as Netflix, Amazon, and Uber because they’re easy to use and deliver great customer experiences. They deliver 10 times more convenience and better customer experiences than the status quo, and are therefore winning the market. It’s only a matter of time before the 10-times-better bank is founded, a thought that's on the radar of every banker.
In this webinar, we outline the journey of creating the 10-times-better bank, providing a detailed analysis of how banks can begin their digital journey, with a strong focus on five main points:
1) new competitors in banking: the disrupters
2) customer experience: the key ingredients
3) omni-channel and the changing channel mix
4) mobile's impact on online sales and share of wallet
5) regaining control in the era of digitization
Fixing the Cracks: Reinventing Loyalty Programs for the Digital AgeCapgemini
Launching a loyalty program is expensive and it’s complex. In the US alone, companies spend a staggering $2 billion on loyalty programs every year. But does this translate into increased customer engagement? Research suggests the answer is “probably not”. The average household in the US has over 21 loyalty program memberships. But, the household only actively uses 44% of these. More than half of consumers in a 2013 survey admitted they had abandoned at least one loyalty program in the past year. Our own analysis of customer sentiment on social media revealed pronounced dissatisfaction. Almost 90% of social media sentiment on loyalty programs was negative.
We assessed loyalty programs on a number of parameters. These included their central objective, their use of digital channels, and their ability to provide a seamless experience across channels (more detail on the approach is at the end of this paper). We found, in short, that companies have a lot of catching up to do. 97% of loyalty programs rely on transactional rewards, i.e. a customer makes a purchase and takes their points in exchange for gifts, merchandise or cash. The issue is that 77% of those transaction-based programs actually fail in the first two years. According to our research, only 25% of loyalty programs reward customers for some form of engagement. Where loyalty programs are also lacking is advanced personalization: only 11% of loyalty programs offer personalized rewards based on a customer’s purchase history or location data.
This research highlights why organizations need to think beyond points and how they can implement well-designed, engagement-based loyalty programs.
How B2B Marketers Use Digital Media to Accelerate Marketing and Sales Perform...Joel Book
This presentation was delivered at the 2011 DMA B2B Marketing Symposium in Boston.
It provides a concise overview of why and how innovative B2B marketers are using Email, Social Media and Websites in combination with CRM and marketing automation technology to attract, engage, sell, and retain customers.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Enhancement Of Customer Digital Engagement On Online Platform PowerPoint Pres...SlideTeam
Customer retention on digital platform is the need of hour. The goal of the firm is to improve digital engagement by enhancing customer experience. The firm wants to boost up its customer loyalty, acquisition and retention by engaging customer on digital platforms and devices. This template is useful for the top level management in enhancing digital capability of the firm by increasing customer engagement on different digital platforms. A survey will be conducted which will assess overall customer experience on digital platform in terms of how effective is firms digital marketing campaign, whether the firm has effective onboarding process, etc. Being a digital firm, it is necessary to look for aspects that help firm in engaging customers digitally as it is found from several statistics that highly engaged customers will purchase frequently which ultimately leads to increased customer lifetime value. Active engagement of customers can be achieved through digital storytelling in the form of advertisement on various digital channels. Email marketing campaign is also an effective way of engaging with customers by sending customized messages at right moment. Tracking customer engagement across various digital channels will help firm in targeting the potential customers. As a digitally active firm, it is necessary to be in sync with future requirements by keeping track of the future trends that are prevailing in the industry. https://bit.ly/33Ur6Bb
There are several advantages associated with the use of Gamification, but those inherent to the purely emotional side and linked to the user's ego, have a clearer positive impact, as they lead to a greater level of involvement and loyalty. In fact, gamification allows financial institutions to "exploit" the already collected data, to provide personalized and compelling experiences that encourage their customers towards specific and virtuous behaviours for the company.
Think Digital : Transform your life insurance agency model in AsiaThe Digital Insurer
This presentation by The Digital Insurer was given at IDC conference in Singapore in September 2013.
It is a strategy for digital transformation and argues that tablet toolkits are the pivotal technology for that transformation to more digital and customer centric future.
How to easily create relevant, seamless interactive engagements with your customers
In a world where companies spend more than $2 trillion on digital transformation and customer demands for new technology channels are increasing, your company needs to keep up to have any chance of succeeding. But how can you keep communicating with your customers in the most effective way, while still streamlining your operations?
Join renowned industry analyst Kaspar Roos, founder & CEO of Aspire, for an interactive on-demand session to discover how the new EngageOne Communicate can help make the complex simple with your approach to customer communications.
Digital insurance trends in Asia - Presentation to Allianz regional conferen...The Digital Insurer
This deck is an extract of a presentation given to Allianz CIO's and COO's in Singapore in May 2013.
Note : The presentation is an independent presentation by The Digital Insurer and does not represent or reflect Allianz policy or strategy.
How Financial Services Companies Use Digital Technology to Improve Customer E...Precisely
Companies like yours provide a vital service to the public, but you know that communicating with consumers can be challenging. No matter how important banking and insurance products are, most people spend little time reading the fine print.
So how do you increase customer engagement and boost retention?
Join our conversation to learn how you can easily create relevant and meaningful connections throughout the customer experience journey.
Find out how organisations like yours use digital media to help them enrich engagement and build lasting and profitable customer relationships.
The future of shopping with your mobile phoneresimpa
This is a presentation from a research programme looking at the future role of mobile phones in retail prepared for the Direct Marketing Association and Empirix
Digital Measurement Framework Summary by Martin WalshMartin Walsh
This is a single slide outlining a conceptual Digital Marketing Measurement Framework, in this case a B2B version.
This slide is from my broader Digital Marketing Measurement Framework PowerPoint which is available here - http://www.slideshare.net/martinwalsh/digital-marketing-measurement-framework-martin-walsh
Customer expectations and service channel advancement has been keeping pace with each other. With Customers doing more with their mobile devices and engaging for a quick resolution through peer-to-peer interaction, organizations have another channel to Get Closer to their Customer.
Digital has profoundly changed how B2B businesses need to interact with their customers. B2B customers are already embracing digital to make more informed purchase and post-purchase decisions. B2B companies need to understand how to use digital to be where (and when) their customers are. Latest McKinsey insights on B2B: http://mckinseyonmarketingandsales.com/topics/b-to-b
Building the 10x better bank, by @joukpleiter & @jelmerdejong
Slides of the November 11, 2015 webinar 'Omni-channel banking & the digital transformation roadmap'.
In this webinar, Jouk Pleiter and Jelmer de Jong of Backbase will talk about building the 10-times-better bank.
The financial services market is going through many changes. New challengers have appeared and are looking for a slice of the market. In addition, customers are more demanding and more informed, expecting convenience and simplicity when it comes to financial services, particularly online and via mobile devices. People love digital services such as Netflix, Amazon, and Uber because they’re easy to use and deliver great customer experiences. They deliver 10 times more convenience and better customer experiences than the status quo, and are therefore winning the market. It’s only a matter of time before the 10-times-better bank is founded, a thought that's on the radar of every banker.
In this webinar, we outline the journey of creating the 10-times-better bank, providing a detailed analysis of how banks can begin their digital journey, with a strong focus on five main points:
1) new competitors in banking: the disrupters
2) customer experience: the key ingredients
3) omni-channel and the changing channel mix
4) mobile's impact on online sales and share of wallet
5) regaining control in the era of digitization
Fixing the Cracks: Reinventing Loyalty Programs for the Digital AgeCapgemini
Launching a loyalty program is expensive and it’s complex. In the US alone, companies spend a staggering $2 billion on loyalty programs every year. But does this translate into increased customer engagement? Research suggests the answer is “probably not”. The average household in the US has over 21 loyalty program memberships. But, the household only actively uses 44% of these. More than half of consumers in a 2013 survey admitted they had abandoned at least one loyalty program in the past year. Our own analysis of customer sentiment on social media revealed pronounced dissatisfaction. Almost 90% of social media sentiment on loyalty programs was negative.
We assessed loyalty programs on a number of parameters. These included their central objective, their use of digital channels, and their ability to provide a seamless experience across channels (more detail on the approach is at the end of this paper). We found, in short, that companies have a lot of catching up to do. 97% of loyalty programs rely on transactional rewards, i.e. a customer makes a purchase and takes their points in exchange for gifts, merchandise or cash. The issue is that 77% of those transaction-based programs actually fail in the first two years. According to our research, only 25% of loyalty programs reward customers for some form of engagement. Where loyalty programs are also lacking is advanced personalization: only 11% of loyalty programs offer personalized rewards based on a customer’s purchase history or location data.
This research highlights why organizations need to think beyond points and how they can implement well-designed, engagement-based loyalty programs.
This presentation is based on concept I had presented about 2-3 years ago, along the lines of going mobile with loyalty, and adding payments and ecommerce to the mix.
Loyalty based benefits and rewards are the gateway to a customer's heart, though it should not be overplayed. A fine balance is required, and the more personalized instances that can be delivered, the closer a customer will be to the brand.
The mobile platform gives every business the chance to deliver a more personalized and hand-on experience. And let's not forget that the data related to human behavior and actions is immeasurably the most essential component in delivering the best experience.
It is an abridged version of a comprehensive concept, which I can discuss and consult on should any organization be interested in implementing it for their customers, and as such increase their customer experience.
Three companies are using the web and the most advanced technologies to disrupt loyalty programs. How will internet, software-as-a-service (Saas), blockchain, predictive technologies, mobile beacons, NFC, reshape the loyalty and rewards programs into the new Fintech era?
How Mobile is Changing Shopper BehaviorsSelf-employed
Our talk at the Stores Specialists Inc. 1st Internal Digital Conference. SSI is the exclusive distributor of top high-end / luxury brands in the Philippines.
Microgifting service that makes possible to send gift certificates instantly in real time via sms, email or push and exchange them in online or offline store on real goods.
We propose 3 solutions for business:
- for merchants: widget on web-site and mobile app with integrated payment tool, where users can buy and send gift cards.
- for manufactures, banks and retailers: reward's service with instant mass-sending gifts to any number of customers, it’s fast, simple and inexpensive. Possibility to make promo campaign on web-site with automatic sending gifts via API.
- for end users: integrated mobile wallet solution in mobile app, where users can easily send each other different gifts like coffee or pizza instead of "smiles" to say "Good morning", "Thank you" or "Sorry". Platform allows to pay in one click, choose a recipient from the phone book, keep gift certificates in wallet etc.
BRANDED & INTEGRATED
Fully branded to your specifications, so the customer experience is custom and seamless. Design your own gift cards and brand your purchase engine.
DESKTOP OR MOBILE
Your customers can purchase mGift Cards on their phone or through a branded purchase engine embedded on your website.
PROMOTIONAL GIFTING
Send promotional gift cards directly to your customers’ phones through our merchant dashboard.
TRACK GIFTS
Track all aspects of your program. When gifts were sent, when they were redeemed, who sent gifts, etc.
WIDGET FOR WEBSITE AND MOBILE APP
B2C REWARD PRODUCT
www.walletfactory.eu
www.mgift.pro
Бум мобильных технологий неоспорим, а популярность мобильных устройств зашкаливает. Тот факт, что их на земле больше чем людей - очередное доказательство. Крупнейшие компании мира, лидеры отраслей (я постарался привести по кейсу на отрасль) уже имеют свои мобильные программы лояльности. Я по прежнему не устаю повторять “Чтобы запустить успешную программу лояльности в СНГ, достаточно уметь читать по английски”.
The system is based on remunerating the customers for action (purchasing the good or service) in the merchant’s point of sale or in the network of the loyalty program participants. The remuneration is credited as a bonus to the customer account via e-money or points. The platform can be used for the purposes of a specific retailer or for independent operator to enter the market. The system is equipped with marketing communication tools (text messages, email, social networks) and offers up-to-date methods for data processing and reporting.
How the changing consumer trends due to change in technology and political scenario in India has induced the growth for ecommerce industry with snapdeal as the business model for analysis
2014 Customer Loyalty ASEAN Conference: Loyalty PrimeJim D Griffin
Kunal Mohiuddin presents an elegant three-step approach for building a future-ready loyalty program capability. Kunal has more than fifteen years in design and execution of loyalty programs and solutions. Based in India, he has been the architect of numerous enterprise-scale programs, located in over 85 countries and powering over 65 brands. Lassu (lassuloyalty.com) is the ASEAN distributor and reseller of Loyalty Prime – a complete enterprise-class loyalty platform that offers full CRM and loyalty management, and excellent integration to backend systems, like POS, reservations, and ERP. With the Loyalty Prime platform, marketers can easily segment their customers, and then build engagement using social, mobile, website, email, SMS and marketing campaign automation.
With increased competition across multiple channels, small to mid-sized retailers now more than ever must optimize every sale. Leveraging the right POS system can help retailers create distinct customer profiles with unique buyer preferences to increase sales and enable better customer service.
Customer Analytics Strategy and ApplicationSameer Khan
The commerce landscape has changed drastically since 2003. And, since the Internet gave birth to e-commerce sites and social media, now more than ever, customers expect businesses to go the extra mile to maintain their preferences. With competitors just a click away, understanding customer behavior and improving customer experience has never been more critical. Reducing customer struggle is no easy feat, especially because each customer faces a deluge of different decisions
on a multitude of platforms.
Leveraging Location Data to Build Consumer ProfilesPrecisely
Location can tell you much more than where somebody is. Analyzing a person’s location also delivers insights into who they are, what they like, and how they spend their time and money. Unlocking that level of detail requires accurate geographic data – and lots of it.
View this on-demand webinar as we discuss and demonstrate how points of interest (POIs) and mobile trace data can be combined to generate actionable insights for B2C marketers and ad agencies.
You will learn how to:
• Leverage location data and POIs to build consumer profiles, create audience segments, and inform ad deployment
• Use mobile trace data and POIs to measure how many consumers were exposed to a specific ad and then subsequently visited to the associated POI
• Analyze location history to build brand affinity and propensity profiles
Loymax solution - software for loyalty program and marketing campaign manage...Loymax
Loymax IT solutions allow you to succeed in main business cases of Loyalty Marketing. There are four main System's modules to use: Loymax CRM, Loyalty Management, Loymax Communications, Loymax BI. The Single-Window Service of Marketing Campaign Management will let you: - Gather Big Data Base of your customers via offline/online data collection and analysis; - Make a complete customer profile, including commodity bundle, buying behavior, and receipt history; - Create customer segments based on purchase patterns, demographics and more; - Identify your most loyal customers via data base and analytics; - Identify sales growth opportunities based on loyalty program data; - Performance analysis of marketing campaigns and communication tools; - Drive important marketing strategies and fatten the profits; - Manage your massive and personal offers and messaging at Mobile App and Marketplace; - Manage your Loyalty cards, coupons and gift certificates output; - Control your clients’ bonus and point accounts (collection and redemption).
During the CoVID-19 epidemic, eCommerce has become a crucial component of the worldwide retail architecture. eCommerce patterns, like many other industries, have shifted substantially since the COVID-19 epidemic. Following the advent of the internet, the retail landscape underwent substantial change.
Flipkart : Strategies for an Industry Top-dog in the E-commerce space Suhasini Jain
The presentation was created for an industry leader : Flipkart and how it can retain its position in the market with respect to its competitors using a few basic strategies .
Similar to Mobile loyalty landscape & need gap analysis (20)
Financing & Managing Infrastructure Development in India, Risk Mitigation in Model Concession Agreement & Financial Implications on different Shareholders
2. Use
Loyalty Apps
• For Customers:
– Keep track of their progress
– Redeem rewards
– Obtain coupons
– Check-in at stores
• For Retailers:
– Builds customer loyalty
– Increases Brand Value
– Understand Purchase Behavior of Customers
– Aid in the financial well-being of the company by
Identifying the Most Important Customers
3. Advantages of Mobile Loyalty
Programs
Customers & Retailers
• Convenience
• Availability
• Ease of Marketing
• Ease of Access
• Greater Loyalty
– Greater Personalization
• Additional Engagement
• Greater Financial Returns
– due to Repeat Customers
• Greater Reach
– Increasing Penetration of Cellular Service in the Country
• Ease of Payment
– One-stop platform linking payments to points accumulation
• Recovery
• Understanding Customer Preferences and Choices
• Additional Sources of Revenue
– E-Gifting
4. Modus Operandi
Loyalty Programs
• The consumer/customer has to be kept at the centre of the
program. It is then primarily a 2-step process. But executing
them is very crucial to the success of the program.
• Step 1:
– Infuse SIMPLICITY and TRANSPARENCY as a starting point
• Step 2:
– Set down the rewards and the way to earn them clearly and
unambiguously
• Only a few Indian companies have managed to implement
them successfully
– Future Group
– Shopper’s Stop
5. Current Landscape
Indian Retail Sector
• Indian retail business was run in a network, knit together in a very
personal manner
• Post globalization, there has been a rapid de-personalization of
operations in Indian retail
• To bridge the gap between the older and the current modes of operation,
technology-based consumer relationship management (CRM) needs to be
adopted
• The concept of loyalty or CRM is highly advanced in developed markets
but in India, companies are just waking up to this reality
• This is where Mobile Loyalty steps in
• Statistics show that only 20million people are enrolled in the top 10 loyalty
programs in the country. This is a very small figure compared to a
population of 1.2billion people. So the scope of future reach is high.
• Loyalty Programs & Mobile Loyalty Programs are currently provided by a
number of third-parties like:
– Payback (Client: Future Group)-Physical Loyalty
– Accentiv (India) which has clients like Van Huesen, Tommy Hilfiger and Indian
Oil-Mobile Loyalty
6. Mobile Loyalty
Current Offerings in the Indian Retail
Sector
• Retailers such as Future Group, Landmark Group, Reliance Retail, Indus
League and Shoppers Stop are now experimenting with mobile-based
mechanisms to relieve consumers of the pain of carrying loyalty cards
every time they visit a shop
• Indus League
– Makers of Indigo Nation, Scullers and Jealous 21 introduced a mobile-based
loyalty scheme after it found that women were keenly using GPRS to check out
Jealous 21's new product offers, making marketing activities more relevant
• Landmark Group
– Owners of “Lifestyle” allows customers to accrue and redeem points through
an SMS short code service even if they are not carrying loyalty cards
• Madura Fashion & Lifestyle's Van Heusen brand has gone a step ahead by
tweaking its mobile loyalty program on the basis of gender
– Diva Club has been created specifically for Women, focusing on Discounts
7. Suitability
Loyalty Apps
• Loyalty apps work best for products which have a high
repeat-purchase quotient like apparels and
commodities
• Loyalty apps will not work for products which are not
suitable for quick, repeat buys like a house or a car
• Successful loyalty programs are those that constantly
evolve based on:
– The needs of the customer
– The responses of the competition
• There is no room for complacency given that it’s a tool
that effectively decodes customer purchasing behavior
8. Scope
Single, Unified Loyalty Program in the
Indian Retail Sector
• Loyalty Programs in a developing market like India has a huge potential
but the current ecosystem is not conducive to offering a single, unified
loyalty program.
• This is because of the low level of organization in the country’s retail
sector. The retail sector is valued at $450billion(contributing 35% of the
GDP) while the organized sector is only about $30billion.
• The scale of the retailers in the country is not yet that much to tap into the
market as a single unified loyalty program. This will be possible as the
sector becomes more and more organized.
• The best option with respect to having a single unified program is to have
a hybrid form of loyalty program. It will not be the true coalition model nor
will it be a completely disjointed model. It should be a model in which the
databases, though different, are shared on a common platform.
9. Advantages
Mobile Loyalty Apps v/s IT-based
Loyalty Programs
• In retail, margins could be as thin as 1%. Hence,
after an initial thrust on store management,
many players find it more prudent to open new
stores or introduce new products rather than
investing in IT-based CRM.
• Leading retailers are taking loyalty programs to
mobile phone platforms, which are not as
expensive as IT-based CRM.
• To reduce the costs of loyalty programs some of
the IT companies are hosting these platforms in
the cloud systems
10. Need Gap Analysis
Retailers
• Need of a strong IT backbone to ride on, which is missing from
most chapters of the Indian retail sector
• Need for a more reliable customer authentication tool
• Mobile Loyalty serves two purposes:
– Checks misuse of the CLP(Customer Loyalty Program) offering
– Helps in tapping the correct transactional data
• Need for a simple interface and easy access
• NFC and barcode scanning would part of the Loyalty platforms in the
future
• Customer loyalty programs in a NFC enabled phone means clear and
convenient interface allowing for tracking of the exact number of
points and even see the products we can spend these points on
• NFC also provides easy and fast access to loyalty programs
• In addition to bringing in an element of ‘wow’, they also enhance
consumer convenience (easy to access information and transact) and
reduces per customer time at the till (easy to redeem)
11. Need Gap Analysis
Customers
• Satisfaction v/s Loyalty
– There is still a yawning gap between
• the percentage of people who say they're satisfied with a
business and those who consider themselves "loyal" to that
business
• who are intent on maintaining the relationship and
continuing it into the future
– Many companies have figured out how to deliver
satisfaction, but they've not yet figured out how to
earn loyalty anywhere near those levels
– This loyalty gap can be particularly pronounced in an
industry like retail where competition is harsh and
growing