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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.

Get it on Amazon (Kindle/Print)
 

Mobile popularity behind new m-loyalty platform

Consumers' usage of mobile coupons is forecast to generate nearly US$6 billion globally in terms of retail redemption value by 2014, according to a recent report from Juniper Research.

On the back of these findings, the 'Enterprise Mobility Solutions' division of Motorola has launched a mobile loyalty solution in the form of a managed service that allows retailers to not only build personal relationships with customers but also to digitize store-branded membership cards for storage on each customer's mobile phone.

This service is compatible with the majority of mobile phone handsets currently available in the US market, and was designed to provide customers with a more convenient shopping experience, including access to offers and discounts on products that are likely to interest them.

"Consumer usage of the mobile phone is evolving, and its importance to the shopping experience is increasing," said Dana Warszona, m-commerce global leader for Enterprise Mobility Solutions. "From enabling consumers to search for product information to completing whole transactions, the mobile phone has become a business-critical tool that retailers must incorporate into their strategy to meet the needs of customers, both now and in the future."

The new system can be deployed either as an extension of a retailer's existing loyalty programme, or in the form of a new loyalty programme. It allows retailers to send offers and incentives to each customer's mobile phone, effectively removing much of the need for membership cards and paper coupons (although plastic cards do still benefit from the 'billboard in your wallet' brand awareness argument).

Customers can opt in to the programme online or in-store by sending a text message to a special number. They then receive a mobile application (a small software download) containing a bar code that can be shown on-screen to act as the customer's unique identifier or mobile loyalty card, to be scanned at the point of sale (POS).

While Motorola manages distribution of messages to programme members, retailers can focus on creating relevant marketing messages and determining how frequently coupons and offerings should be sent. As a result, retailer offers can be both timely and relevant, and redemption rates are also accurately tracked.


Sources: Motorola /
The Marketing Factbook.
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    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

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.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark