How to Drive Customer Engagement in Retail with a Mobile First Strategy

How to Drive Customer Engagement in
Retail with a Mobile First Strategy
Endeavour Software Technologies © 2014 info@techendeavour.com www.techendeavour.com

Mobile: The First Screen For Users
“9 out of 10 people use multiple screens
simultaneously and smartphones serve as the
common starting point for their online
activities”
40
30
20
10
0
Time Taken For Reaching an
Audience of 50 billion
Radio Television Internet iPhone
Number 0f Years
Mobile devices have overtaken all other devices in
terms of usage
Increase in users shifting to mobile as their first screen
Business owners adopting a Mobile First Strategy,
engaging users with exciting and innovative content
With research insights predicting its further growth,
mobile’s role as a critical marketing, customer service
and satisfaction tool has become more significant

Changing Dynamics Of Customer Engagement
Winning customer loyalty today is more
challenging than ever, as empowered mobile
consumers increasingly control their media
choices
The new paradigm of retailing is to ensure the
delivery of innovative customer experiences
Customer engagement is the top priority
driving mobile efforts of retailers
Technology, a major enabler is helping retailers
connect with their customers in multi sensory
ways

Key Areas For Successful Retailing
Customers Experience Delivered should be:
Consistent
Connected
Integrated
“This is evident with emergence of trends like Omni-
Channel Retailing, where retailers are striving to deliver a
consistent customer experience across all channels,
aligned with both customer needs and corporate strategic
objectives. Mobile technology is playing a crucial role
here, with its impact covering both in-store and online
channels”

Key Outcomes
Insights on customer behavior
Increased Sales
Personalized Experiences
Improved flexibility and speed in
addressing customer issues

Some Ways To Engage Customers Using Technology
Using technologies like augmented reality and facial recognition
coupled with mobile strategy to innovate on user experience.
Augmented reality to help project scenarios virtually, to give users a
better understanding of products and services. Facial recognition to
roll out customized coupons and offers to customers based on their
previous purchases
Providing location and behavior based cues with technologies like
Beacons and NFC to reach customers when and where it counts,
hence driving a stronger relationship. For example, beacons can be
used to give product detail and flash deals to in-store customers
Using Gamification in mobile applications, for driving engagement.
For example, a game related to a product or department could be
included in the application and customers could be rewarded with
badges and points on successful completion of various levels

Some Ways To Engage Customers Using Technology
Integrating in-store, online and mobile shopping
experiences, to make the brand experience more
consistent for customers as well as strengthen the
brand image
Using NFC tagged products to enable digital
interactions to help customers get complete product
details as well as facilitate product comparison while
shopping.
Increasing social visibility for the brand by integrating
across social media channels with a consistent look
and feel.
Enabling cloud integration to provide a unified,
real-time 360-degree view of each customer. Customer
information collected from all the channels could be
consolidated to present a complete picture of buying
behaviour

Challenges For Retailers
Choosing the right technology
and platform
Managing the transition
“While technology is just a business
enabler, it depends on the retailer’s ability
to leverage it in order to create more
Addressing security concerns
compelling brand experiences”

Contact Us
Austin +1 512 464 1218 | London +44 20 7993 6683 | Bangalore +9180 4288 5500
| Singapore +65 9720 9062 | Dallas +1 512 464 1218

How to Drive Customer Engagement in Retail with a Mobile First Strategy

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