Mobile customer loyalty programs

•

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Michael Fauscette

Business Technologie

2011: Business has changed!

• Hyper-Connected

• Global

• Hyper-Competitive

• Innovate!

• Decentralized

• Mobile
http://www.telegeography.com/product-info/map_internet/images/internet_map09_lg.gif

© 2011 IDC

Behavior has Changed

•  Customers & employees
are congregating online

•  Turning to trusted
sources for advice & help

•  Shift of influence &
relevance

•  BYO attitudes

© 2011 IDC

Loyalty and Reward Programs

49% Never or Rarely Take Advantage

78% Easy Access

ACI WorldWide

© 2011 IDC

Loyalty Programs

•  Opt-in – exchange info for rewards

•  Loyalty – Access to best deals

•  Coupons

© 2011 IDC

Loyalty Programs

52% Single Card

© 2011 IDC

Loyalty Programs - Coalitions

Saintsbury, AMEX, BP & others

© 2011 IDC

Loyalty Programs

Coalition Strategy
Coalition Strategy

© 2011 IDC

Mobility

“There’s an app for that!”
© 2011 IDC

Why Mobile

•  It is ideal for reaching today’s technologically-
savvy consumers

•  Real-time

•  Location intelligence

© 2011 IDC

RFID Loyalty Programs

ID by Number

Offers by SMS

Buying Behavior

No Forwarding

Real Time Voiding

10-15% Weekly Redemption

94% > 1 year
© 2011 IDC

Socialytics

Customer Social
Data Data Social Data

Web
Analytics Corporate Data Intersection of highest
value information

© 2011 IDC

Deals / Coupons

Traditional Coupons – 2-5%

Mobile Coupons - >50%

© 2011 IDC

Final Thoughts

•  Making programs “easy”

•  Data and Analytics + socialytics

•  Consolidation – mobile or program aggregators?

•  Context

© 2011 IDC

Contact

Michael Fauscette
mfauscette@idc.com

Twitter: @mfauscette

Blog: www.mfauscette.com

Google+ - gplus.to/mfauscette

Social Business Community:
http://idc-insights-community.com/SocBiz

© 2011 IDC
© 2011 IDC

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Mobile customer loyalty programs

2. 2011: Business has changed! • Hyper-Connected • Global • Hyper-Competitive • Innovate! • Decentralized • Mobile http://www.telegeography.com/product-info/map_internet/images/internet_map09_lg.gif © 2011 IDC

20. Contact Michael Fauscette mfauscette@idc.com Twitter: @mfauscette Blog: www.mfauscette.com Google+ - gplus.to/mfauscette Social Business Community: http://idc-insights-community.com/SocBiz © 2011 IDC © 2011 IDC