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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 marketing is key to greater loyalty

Canadian smartphone users are looking for enhanced in-person shopping experiences on-the-go, and would buy more if presented with promotional offers on their smartphone while out shopping, according to a survey by SAS.

When asked what they would do if they received a promotion on their smartphone that applied to either the item they were buying or a complementary product, 38% of the consumers surveyed said they would buy both items. In addition, 58% said they'd be interested in receiving personalised promotions from nearby stores while out shopping.

Personalised promotions can also help improve customer loyalty. Some 47% of smartphone owners said they would be more likely to return to a store that sent them personalised promotions to their phone while they were out shopping. The under 55 group said they are more likely to return to the store (50%, compared to only 29% for those aged 55+).

Overall women appear to be a few steps ahead of men when it comes to taking advantage of mobile marketing opportunities. Women were more likely to say they would return to a store that offered them smartphone-based, localised promotions (51% versus 43% of men). They were also more likely to cash in on smartphone based in-store deals, with 44% (versus 31% of men) saying they would buy multiple items when presented with relevant promotions.

Smartphone users are looking to turn their device into an electronic personal shopper. Eighty-two percent of survey respondents said it would be helpful to be able to get access to detailed product and service information on their phone while in store, suggesting that there is consumer demand for easy access to relevant information while out shopping.

Retailers with both an online and bricks and mortar presence should consider offering purchasing suggestions to their customers while they are in store. Seven in ten surveyed said they find it helpful when retailers make suggestions based on their previous online purchases.

"When you couple the power of the smartphone, with really smart analytics, retailers have an opportunity to forge some really strong customer relationships, and elevate their marketing to new levels," said Lori Bieda, executive lead, customer intelligence for SAS Americas. "Retailers who recognise the power of customer information and analytics and use it to deliver location-smart personalised offers to consumers, when and how customers want them, will win the lion share of the shopping basket."


Sources: SAS Institute /
The Marketing Factbook.
Copyright © 2013 - 2025 The Marketing Factbook.

    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