Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Mothers spurn social & mobile coupons

Despite signs of economic recovery, 58% of American mothers say they expect to scale back dining out for the rest of this year, and more than half say they will buy fewer brand name items, with more than 40% planning to buy private labels, according to advertising and marketing firm Bohan.

With mothers viewing the economy with greater caution than in previous years, they are becoming much more aware of - and in some cases even addicted to - special offers, deals and coupons. In fact, more than 40% said that they plan to switch stores for lower prices.

According to CEO David Bohan, retailers have spent a long time effectively teaching mothers to shop based on price, and the trend is set to continue. The majority of mothers (84%) said they plan to use coupons, with more than three-quarters saying they will increase their coupon usage this year.

But the majority are not interested in receiving coupons through social networking sites (59%) or mobile phones (74%). Instead, most prefer to receive them through newspapers, mail, e-mail, grocer web sites, and in-store.

While many grocers have added in-store dining and are offering a wide array of prepared foods, most mothers are not interested. The survey found that less than 15% (that is, 10% for in-store dining and 14% for prepared foods) consider such services important.

"Today's mothers, more than anything else, want low prices, a wide variety of brands and rewards programmes that are tailored to their needs," concluded Shari Day, Bohan's grocery team leader. "Although most are not currently interested in mobile coupons, we anticipate that they will warm up to the idea as the technology improves and becomes easier to use."

Sources: Bohan Advertising & Marketing / The Marketing Factbook.
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Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

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