Reward programmes in a digital age

Size: px
Start display at page:

Download "Reward programmes in a digital age"

Transcription

1 Reward programmes in a digital age Think SoLoMo

2 It s a digital world It s no surprise to see that businesses who have remodelled to embrace the digital revolution have flourished in the past 5-10 years. High-streets and malls all over the world have changed forever, as established retailers collapse or simply move to a more responsive and digital based proposition to cope with an ever more demanding consumer. The financial industry has been no exception to this change, with the McKinsey Global Private Banking Survey 2013 reporting that, globally, branch visits to retail banks are down percent, while the use of remote channels has jumped up five-fold. Client segmentation is also increasingly structured around channel usage (consumption), rather than by the level of wealth. In addition, the 2011 McKinsey & Company report Retail banking in Asia highlighted the huge increase in digital-channel usage, with developed markets usage up by 36% (where people now use digital channels more than branch and telephone banking put together), and 39% in emerging Asia. Rewards programs are no different; we have found through our research that 88% of program members now specify a preference to redeem their loyalty points online. Whilst the digital revolution undoubtedly offers a huge opportunity for banking loyalty and reward program managers, the immediate challenge is to identify this new wave of consumer, as undoubtedly, their requirements will be shaping your program for many years to come. 88 % of members choose to redeem online BANKING LOYALTY CONTENTS It s a digital world 2 Are you thinking social, local and mobile? 3 A modern day approach 4 Decisions with data 5 Five tips to help you look long term 6 REWARD PROGRAMMES IN A DIGITAL AGE 2

3 Are you thinking social, local and mobile? SoLoMo (social, local and mobile) is a term becoming more and more familiar for marketers. The term has evolved against a backdrop of increased technological advancement and customer demand for a more tailored and personalized offering. So who is the social, local and mobile consumer? They are the consumers who are expecting companies to meet them wherever they re at offline or online - and make themselves available through any and all channels. Crucially, with the always-on nature of social media and mobile technologies, these consumers are expecting more personalized experiences, tailored to their individual needs and wants. The speed with which services and products need to be delivered has also increased. E-tailers such as Amazon and Wal-Mart have created an expectation of rapid fulfilment, often instantly, as in the case of an e-book or music download. Failure to deliver, therefore, can trigger the abrupt end of your relationship with a customer, catapulting them into the arms of a competitor. Times during a customer s day that were once commercially inactive are no longer so. The proliferation of mobile communication and computing devices such as smartphones mean that occasions such as waiting in an airport lounge or travelling in a taxi have become opportunities for online shopping and browsing. Be available through any and all channels REWARD PROGRAMMES IN A DIGITAL AGE 3

4 A modern day approach For banks, the question is how to best meet the evolving expectations of reward program members, while ensuring the program itself remains profitable and attractive. Quite often the answer already lies in the way that your bank has (or is) remodelled in general, by segmenting your customer base by channel of consumption, as opposed to by wealth. Frequently it s the case of the loyalty reward program catching up with the rest of the business and operating in a more modern and contemporary fashion. From the platform that the program sits on to the channels of consumption, to the rewards that are available to redeem - your program needs to compete with the best of class e-commerce and cashback propositions from a whole host of industries that the SoLoMo consumer has become accustomed to. BANKING LOYALTY Channels of consumption Platform Rewards available REWARD PROGRAMMES IN A DIGITAL AGE 4

5 Decisions with data Investing in delivering a unique and differentiated reward program requires more time than a quick-fix. The key to success is getting the combination of rewards and brand right, and ultimately, it s the insight from your customer data that enables you to do this. With e-commerce, mobile and social media all holding more influence on consumers browsing and buying behaviours, loyalty marketers should be looking to re-engineer their programs to address a more social, local and mobile audience. Data has, of course, always been an important part of any loyalty or reward program strategy, however it has recently become more prominent because of the continued narrative around big data. But the size of your data should not change the importance of getting your strategy right from the outset. Your data needs to offer a single view of the customer that provides practical and actionable insights but it should also help make loyalty initiatives much more valuable as they can further personalise the relationship between you and your members. Age/ Gender Likes/ Dislikes Buying habits REWARD PROGRAMMES IN A DIGITAL AGE 5

6 Five tips to help you look long term To help you come to terms with an increasingly complex banking loyalty program environment, we have suggested five points to help you look to the longer term, embrace change and help you to provide a more effective loyalty reward program: 1 2 Put data at the heart of your loyalty strategy to understand EVERY customer s individual requirements Plan a rewards strategy that focuses on matching the portfolio of rewards and the mechanisms for delivery to your members 3 4 Deliver rewards using a platform built on technology that creates an interface experience that matches or surpasses the experience of other leading e-commerce suppliers Work with partners to identify and source content that resonates with the bank s brand 5 Implement a robust ongoing communications strategy that is properly managed REWARD PROGRAMMES IN A DIGITAL AGE 6

7 We are part of The Collinson Group. The Collinson Group help brands across the world manage their customers more effectively. We started out over 20 years ago offering travel enhancements and insurance. We re now a leading provider of customer management, focussed on delivering acquisition, optimisation and retention through people, products and services. The aim of every business within The Collinson Group is to support, delight and reward our customers. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any manner, electronic or mechanical, including photocopy, recording or any information storage and retrieval system, without prior permission in writing from the publisher. Copyright Collinson Latitude Ltd 2014

Great customer expectations

Great customer expectations Great customer expectations Joining the dots between loyalty and customer experience Introduction Ever since we ve had goods to exchange, we ve needed financial services to store our assets and offer loans.

More information

Taking Account. The consumer perspective on loyalty programmes in financial services A COLLINSON GROUP COMPANY

Taking Account. The consumer perspective on loyalty programmes in financial services A COLLINSON GROUP COMPANY Taking Account The consumer perspective on loyalty programmes in financial services A COLLINSON GROUP COMPANY 54% The majority of people (54%) still use two or fewer providers for all their financial needs

More information

How retail banks can accelerate value in reward programs

How retail banks can accelerate value in reward programs How retail banks can accelerate value in reward programs Driving your customers towards their Golden Moment The problem with reward programs No rewards program, however well-researched, well-funded and

More information

A more profitable direction

A more profitable direction A more profitable direction nowhere rewards How to change direction and find the road to reward A more profitable direction Your reward program could be harming your profits, and your relationship with

More information

Mobile & shopping on demand. How performance marketing helps mobile redraw the path to purchase. tradedoubler.com

Mobile & shopping on demand. How performance marketing helps mobile redraw the path to purchase. tradedoubler.com Mobile & shopping on demand How performance marketing helps mobile redraw the path to purchase tradedoubler.com Mobile performance marketing channels are transforming the experience of shopping in Europe,

More information

The Role of Mobile in Retail Commerce. June 2013

The Role of Mobile in Retail Commerce. June 2013 The Role of Mobile in Retail Commerce June 2013 Page 1 Overview Since June 2010, edigitalresearch and Portaltech Reply have been tracking the growth and development of smartphone devices in mobile and

More information

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business.

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business. Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

THE MOBILE SHOPPER IS HERE

THE MOBILE SHOPPER IS HERE THE MOBILE SHOPPER IS HERE 88% of Respondents Use Retail Mobile Apps HOW RETAIL MOBILE APPS HAVE SHAKEN UP THE INDUSTRY The way customers shop, browse, and purchase is evolving. Retail sales have become

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

W H I T E P A P E R. Real Time Marketing Connecting with Customers at the Moment of Truth. 2014 LUMATA All Rights Reserved

W H I T E P A P E R. Real Time Marketing Connecting with Customers at the Moment of Truth. 2014 LUMATA All Rights Reserved W H I T E P A P E R Real Time Marketing Connecting with Customers at the Moment of Truth R E A L - T I M E M A R K E T I N G Today, consumers are facing an unprecedented level of 'noise' generated by marketing

More information

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE EMV Technology: Deploying Soon in the U.S. ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE 2010 Mercator Advisory Group, Inc. Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781) 419-1700 e-mail:

More information

Smart shopping with your bank Card Linked Offers and Merchant Funded Rewards The Next Generation Loyalty Program

Smart shopping with your bank Card Linked Offers and Merchant Funded Rewards The Next Generation Loyalty Program Smart shopping with your bank Card Linked Offers and Merchant Funded Rewards The Next Generation Loyalty Program Business ValueBusiness Value The Four Strategic Technology Areas The Must Haves for Competitive

More information

Customer-first digital marketing

Customer-first digital marketing The retail marketing agency for premium brands Customer-first digital marketing Putting customer insight at the heart of your digital strategy to make smarter decisions and increase ROI Introduction More

More information

METHODOLOGY THANKS TO CONNECTED DEVICES LIKE TABLETS AND SMARTPHONES, THE WAY PEOPLE SHOP IS CHANGING DRAMATICALLY.

METHODOLOGY THANKS TO CONNECTED DEVICES LIKE TABLETS AND SMARTPHONES, THE WAY PEOPLE SHOP IS CHANGING DRAMATICALLY. METHODOLOGY THANKS TO CONNECTED DEVICES LIKE TABLETS AND SMARTPHONES, THE WAY PEOPLE SHOP IS CHANGING DRAMATICALLY. We aim to better prepare brands for the future of retail. So for the second consecutive

More information

INTELLIGENT OUT-OF-HOME PLANNING

INTELLIGENT OUT-OF-HOME PLANNING INTELLIGENT OUT-OF-HOME PLANNING Create Rewarding Connections Between Your Consumer and Your Brand The Out-of-Home (OOH) landscape has undergone significant change in recent times. Digital is increasing

More information

Quarterly Digital Intelligence Briefing: Personalisation, Trust and Return on Investment

Quarterly Digital Intelligence Briefing: Personalisation, Trust and Return on Investment Market Data / Supplier Selection / Event Presentations / User Experience Benchmarking / Best Practice / Template Files / Trends & Innovation Quarterly Digital Intelligence Briefing: Personalisation, Trust

More information

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers An Oracle White Paper April 2011 Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers Introduction Mobile commerce, in all its forms, is growing exponentially. U.S. consumers of

More information

Rethinking Retail Series:

Rethinking Retail Series: IN Rethinking Retail Series: Reinventing the store shelf edge in the age of omni-channel shopping STORE E SL Product $4.99 Reinventing the store shelf edge in the age of omni-channel shopping The meteoric

More information

CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS

CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS 1 Customer Engagement CUSTOMER ENGAGEMENT The rise of social networking, mobile technology and e-commerce gave brands and retailers

More information

Exploiting the Single Customer View to maximise the value of customer relationships

Exploiting the Single Customer View to maximise the value of customer relationships Exploiting the Single Customer View to maximise the value of customer relationships October 2011 Contents 1. Executive summary 2. Introduction 3. What is a single customer view? 4. Obstacles to achieving

More information

The Changing Face of Mobile Customer Engagement

The Changing Face of Mobile Customer Engagement The Changing Face of Mobile Customer Engagement Sheryl Kingstone, Research Director, Yankee Group Mobile Research Summit: Data & Insights 2014 June 19, 2014 Page 1 Copyright 2014 Agenda Why Mobile is Changing

More information

Target and Acquire the Multichannel Insurance Consumer

Target and Acquire the Multichannel Insurance Consumer Neustar Insights Whitepaper Target and Acquire the Multichannel Insurance Consumer Increase Conversion by Applying Real-Time Data Across Channels Contents Executive Summary 2 Are You Losing Hot Leads?

More information

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Asia s Customer Experience Management Landscape 2015 1 ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Companies across Asia are waking up to the importance of providing consistent customer experiences,

More information

Key Consumer Insights for Effective Hotel Marketing Strategy

Key Consumer Insights for Effective Hotel Marketing Strategy Key Consumer Insights for Effective Hotel Marketing Strategy Effective Hotel Marketing Strategy / 2 Introduction RezNext recently conducted a survey among leading hoteliers in India on their digital marketing

More information

An Oracle White Paper March 2011. European Consumer Views of E-Commerce: A Consumer Research Study of Buying Behavior and Trends

An Oracle White Paper March 2011. European Consumer Views of E-Commerce: A Consumer Research Study of Buying Behavior and Trends An Oracle White Paper March 2011 European Consumer Views of E-Commerce: A Consumer Research Study of Buying Behavior and Trends Introduction In July 2009, ATG (acquired by Oracle in 2010) commissioned

More information

e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES

e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES 1 The Online Opportunity Given the UK Government s recently announced plans to get 12.5

More information

30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous

30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous 30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous #fbforum2014 Onboarding A series of targeted multi-channel communications

More information

Delivering a Smarter Shopping Experience with Predictive Analytics:

Delivering a Smarter Shopping Experience with Predictive Analytics: IBM Software Business Analytics Retail Delivering a Smarter Shopping Experience with Predictive Analytics: Innovative Retail Strategies Delivering a Smarter Shopping Experience with Predictive Analytics:

More information

Supplier Strategies for e-tailing Success A Fresh Look at e-tailing, Online Shopping And the Aftermarket

Supplier Strategies for e-tailing Success A Fresh Look at e-tailing, Online Shopping And the Aftermarket A Fresh Look at e-tailing, Online Shopping And the Aftermarket Automotive Aftermarket Suppliers Association November 2015 Delivered by UPS A Fresh Look at e-tailing, Online Shopping and the Aftermarket

More information

RAKUTEN ATTRIBUTION MEASURING THE MODERN SHOPPER RAKUTEN ATTRIBUTION

RAKUTEN ATTRIBUTION MEASURING THE MODERN SHOPPER RAKUTEN ATTRIBUTION RAKUTEN MARKETING Measuring the Modern Shopper Measuring the Modern Shopper Introduction Modern retailing is developing fast and the lines between online and offline are increasingly blurred. We have come

More information

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience Loyalty Programs Rewarding the Customer Experience BRP SPECIAL REPORT A supplemental report based on findings from the 2015 CRM/Unified Commerce Benchmark Survey https://bostonretailpartners.com/2015-crm-survey-report/

More information

Magento and Microsoft Dynamics GP: Make the Most of Selling Online

Magento and Microsoft Dynamics GP: Make the Most of Selling Online Magento and Microsoft Dynamics GP: Make the Most of Selling Online Make every interaction count. Every day companies choose to sell online, but they often jump in before developing a well-formed plan.

More information

MODERN IN-STORE PERSONALISATION

MODERN IN-STORE PERSONALISATION ebook MODERN IN-STORE PERSONALISATION What it is, why it matters and how to Table of contents 01 02 03 04 05 06 What is in-store personalisation? Why the greatest opportunities to improve the shopping

More information

Retail Customer Excellence Awards All questions below require an answer and have a 250 word limit.

Retail Customer Excellence Awards All questions below require an answer and have a 250 word limit. Retail Customer Excellence Awards All questions below require an answer and have a 250 word limit. 1. Customer centricity excellence award Demonstrate the activities you currently undertake to implement

More information

Agenda Overview for Digital Commerce, 2015

Agenda Overview for Digital Commerce, 2015 G00270685 Agenda Overview for Digital Commerce, 2015 Published: 18 December 2014 Analyst(s): Jennifer Polk Marketing is making a greater impact on, and taking more responsibility for, digital commerce.

More information

Strategy Guide: Using Mobile Marketing Automation to Optimize the Customer Lifecycle

Strategy Guide: Using Mobile Marketing Automation to Optimize the Customer Lifecycle Strategy Guide: Using Mobile Marketing Automation to Optimize the Customer Lifecycle Why should I read this guide? The Mobile Era has changed everything. The Internet-connected computers in our pockets

More information

WE INVITE YOU TO JOIN THE YELLOW JERSEY CYCLE INSURANCE ONLINE AFFILIATE PROGRAMME

WE INVITE YOU TO JOIN THE YELLOW JERSEY CYCLE INSURANCE ONLINE AFFILIATE PROGRAMME WE INVITE YOU TO JOIN THE YELLOW JERSEY CYCLE INSURANCE ONLINE AFFILIATE PROGRAMME official cycle insurance supplier Matrix Fitness - Vulpine official partner OUR PARTNERS official cycle insurance partner

More information

What consumers want in 2015: multi-screen experiences, personalisation and social shopping

What consumers want in 2015: multi-screen experiences, personalisation and social shopping PRESS RELEASE What consumers want in 2015: multi-screen experiences, personalisation and social shopping - DigitasLBi s 2015 Connected Commerce study of retail trends reveals a significant rise in the

More information

Fashion & trends in online retailing. A new catwalk for fashion brands. tradedoubler.com

Fashion & trends in online retailing. A new catwalk for fashion brands. tradedoubler.com Fashion & trends in online retailing A new catwalk for fashion brands tradedoubler.com Consumers are reinventing the way that they experience and buy fashion; brands that refuse to adapt to new channels

More information

Helping retailers maximise customer lifetime value

Helping retailers maximise customer lifetime value HTK Horizon for Magento Helping retailers maximise customer lifetime value As personalisation becomes increasingly important, marketers need a deeper understanding of each customer to drive loyalty and

More information

Successful Steps and Simple Ideas to Maximise your Direct Marketing Return On Investment

Successful Steps and Simple Ideas to Maximise your Direct Marketing Return On Investment Successful Steps and Simple Ideas to Maximise your Direct Marketing Return On Investment By German Sacristan, X1 Head of Marketing and Customer Experience, UK and author of The Digital & Direct Marketing

More information

NetPay for... www.netpay.co.uk

NetPay for... www.netpay.co.uk NetPay for... www.netpay.co.uk www.netpay.co.uk NetPay for... Web Hosts The web hosting market is fiercely competitive with participants continuing to look for new and innovative ways to provide differentiation

More information

An RIS News Whitepaper

An RIS News Whitepaper An RIS News Whitepaper The Omnichannel PRODUCED BY There is abundant evidence that the shopper preference for buying online and picking up in a store has become part of mainstream retailing. It is a logical

More information

Digital Commerce in Retail: Supporting a Common Mobile Customer Journey RETAILER SURVEY - CONDUCTED NOVEMBER 2014

Digital Commerce in Retail: Supporting a Common Mobile Customer Journey RETAILER SURVEY - CONDUCTED NOVEMBER 2014 Digital Commerce in Retail: Supporting a Common Mobile Customer Journey RETAILER SURVEY - CONDUCTED NOVEMBER 2014 Digital Commerce in Retail: Supporting a Common Mobile Customer Journey CONTENTS 1. Background

More information

THE OMNICHANNEL CONSUMER

THE OMNICHANNEL CONSUMER THE OMNICHANNEL CONSUMER KEY FINDINGS FROM THE DELOITTE REPORT THE OMNICHANNEL OPPORTUNITY TO HELP RETAILERS UNLOCK THE POWER OF THE CONNECTED CONSUMER INTRODUCTION The internet and mobile devices have

More information

5 Steps to Creating a Successful Optimization Strategy

5 Steps to Creating a Successful Optimization Strategy 5 Steps to Creating a Successful Optimization Strategy Many companies are now recognizing that in a world of mobile devices and increasingly sophisticated online services, the creation of an excellent

More information

WHAT YOU D KNOW IF WE COULD TALK TO YOU

WHAT YOU D KNOW IF WE COULD TALK TO YOU PRESENTS DATA DRIVEN BRAND MARKETING PART TWO YOUR DEFINITIVE GUIDE TO FINDING THE CHANNELS THAT DRIVE THE BEST RESPONSE WHAT YOU D KNOW IF WE COULD TALK TO YOU 1. Building Value on Existing Segmentations

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

REVEALED: THE BLUEPRINT FOR BUSINESS SUCCESS Find out if you are achieving your full growth potential

REVEALED: THE BLUEPRINT FOR BUSINESS SUCCESS Find out if you are achieving your full growth potential REVEALED: THE BLUEPRINT FOR BUSINESS SUCCESS Find out if you are achieving your full growth potential Overview Running your own business can be tough. There s a huge amount of advice out there but you

More information

the e-tailing group Personalization Comes of Age: 2014 Retail and Consumer Insights

the e-tailing group Personalization Comes of Age: 2014 Retail and Consumer Insights S Personalization Comes of Age: 2014 Retail and Consumer Insights S In an effort to understand evolving consumer behaviors and retailer initiatives, MyBuys and the e-tailing group partnered to analyze

More information

Data Functionality in Marketing

Data Functionality in Marketing Data Functionality in Marketing By German Sacristan, X1 Head of Marketing and Customer Experience, UK and author of The Digital & Direct Marketing Goose Data is not a new thing. Successful businesses have

More information

Trends in B2B ecommerce in the UK RESEARCH 2013 WHITE PAPER

Trends in B2B ecommerce in the UK RESEARCH 2013 WHITE PAPER Trends in B2B ecommerce in the UK RESEARCH 2013 WHITE PAPER RESEARCH 2013 Background to the research Stibo Systems (a Master Data Management company), and Salmon (an ecommerce digital agency), commissioned

More information

Why Is It Important? Avaya defines customer experience. What Is Customer Experience and

Why Is It Important? Avaya defines customer experience. What Is Customer Experience and What Is Customer Experience and Why Is It Important? By: Brett Shockley, Senior Vice President and Chief Technology Officer, Avaya Avaya defines customer experience management (CEM) as the discipline of

More information

MODULE 1. Understanding your customer and digital marketing

MODULE 1. Understanding your customer and digital marketing MODULE 1 Understanding your customer and digital marketing In this module, we take you through how to make your business available in the digital world and give you real examples and strategies to use

More information

Social media has changed the world as we know it by connecting people, ideas and products across the globe.

Social media has changed the world as we know it by connecting people, ideas and products across the globe. Social Media for Retailers: Six Social Media Marketing Tips to Drive Online Sales.................................................................. 2 Social media has changed the world as we know it by

More information

Oracle Retail Customer Engagement Cloud Services

Oracle Retail Customer Engagement Cloud Services OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue

More information

OAKLIN INSIGHTS. Successful Omni-Channel Retail

OAKLIN INSIGHTS. Successful Omni-Channel Retail OAKLIN INSIGHTS Successful Omni-Channel Retail SUCCESSFUL OMNI-CHANNEL RETAIL 1 Copyright Oaklin Ltd 2016. All rights reserved. Anyone following trends in the retail industry will be aware that retailers

More information

Mobile Consumers. & You. How to use mobile to your advantage. tradedoubler.com

Mobile Consumers. & You. How to use mobile to your advantage. tradedoubler.com Mobile Consumers & You How to use mobile to your advantage Driving value from the mobile consumer In the age of the smartphone, brands and retailers cannot succeed without persuading mobile researchers

More information

Apple Pay and loyalty

Apple Pay and loyalty Author: Peter Ballard December: 2015 Foolproof 2015 London Norwich Singapore Apple Pay s adoption Early signs from both the US and UK indicate that Apple Pay s adoption has been lacklustre. However, Foolproof

More information

Enriching In-Store Experience with Analytics

Enriching In-Store Experience with Analytics Enriching In-Store Experience with Analytics Arun Kumar, General Manager & Global Head of Retail Consulting Practice, Wipro Ltd. www.wipro.com Balakrishna Parankusam Venkata, Principal Consultant, Retail

More information

INTEGRATED MARKETING PLATFORM

INTEGRATED MARKETING PLATFORM Please feel free to contact me for a chat or to arrange a meeting. Gary Howard T. +44 (0) 2074 626 161 M. +44 (0) 7973 304 459 E. Gary.Howard@tangentsnowball.com Tangent Snowball 84-86, Great Portland

More information

PICTURE CAPTION GOES HERE Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent vestibulum interdum erat vitae ornare.

PICTURE CAPTION GOES HERE Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent vestibulum interdum erat vitae ornare. euro.message ile Push mesajlarınızı doğru hedefleyerek gönderin. PICTURE CAPTION GOES HERE Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent vestibulum interdum erat vitae ornare. 1 PUSH

More information

Changing trends in multichannel shopping and browsing preferences. October 2013

Changing trends in multichannel shopping and browsing preferences. October 2013 Changing trends in multichannel shopping and browsing preferences October 2013 Page 1 Overview Since June 2010, edigitalresearch and Portaltech Reply have been tracking the changes in multichannel shopping

More information

B2B Buyers Are Customers, Too: How Wholesalers Can Improve the Customer Experience

B2B Buyers Are Customers, Too: How Wholesalers Can Improve the Customer Experience Brief By Matthew Petersen and Rob O Regan NO. 56 B2B Buyers Are Customers, Too: How Wholesalers Can Improve the Customer Experience SAP Center for Business Insight Brief Q&A Case Study Inquiry E-Book 1

More information

Social media has CHANGED THE WORLD as we know it by connecting people, ideas and products across the globe.

Social media has CHANGED THE WORLD as we know it by connecting people, ideas and products across the globe. Social Media for Retailers: Six Social Media Marketing Tips to Drive Online Sales........................................................ 2 Social media has CHANGED THE WORLD as we know it by connecting

More information

The big data revolution

The big data revolution The big data revolution Expert report in partnership with Big data, big challenges Big data is changing the world a hundred terabytes at a time. It allows marketers to make highly informed and effective

More information

Become digital savvy because your customers are

Become digital savvy because your customers are Become digital savvy because your customers are IN THIS GUIDE 04 Making the most of our digital world 06 Digital Solutions 08 10 14 A perfect Combination 02 A digital strategy to reclaim your customers

More information

NAVIGATING NAVIGATIN MOBILE MARKETING A DEALER S GUIDE TO WINNING SMARTPHONE SHOPPERS

NAVIGATING NAVIGATIN MOBILE MARKETING A DEALER S GUIDE TO WINNING SMARTPHONE SHOPPERS NAVIGATIN NAVIGATING MOBILE MARKETING A DEALER S GUIDE TO WINNING SMARTPHONE SHOPPERS SHOPPERS HAVE ENTERED THE MOBILE FAST LANE TABLE OF CONTENTS Smart mobile devices have changed the game by putting

More information

Digital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services

Digital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services Digital Strategy Digital Strategy Digital Innovation Enablement Services 2015 CGI IT UK Ltd. Contents Digital strategy overview Business drivers Anatomy of a solution Digital strategy in practice Delivery

More information

White Paper. Banking on the Tablet Channel

White Paper. Banking on the Tablet Channel White Paper Banking on the Tablet Channel Banking on the Tablet Channel Industry estimates forecast that almost half of the U.S. Internet population will be using tablets by year-end. Tablets, with attributes

More information

An intoduction to Multichannel. www.brightpearl.com

An intoduction to Multichannel. www.brightpearl.com An intoduction to Multichannel Whats inside Read our best practice tips for keeping stock control in check. Even the best inventory managers sometimes trip up, but using our experience we've complied some

More information

Meeting the expectations of the mobile customer

Meeting the expectations of the mobile customer IBM Software Industry Solutions Meeting the expectations of the mobile customer Strategies for offering a consistent customer experience across channels Meeting the expectations of the mobile customer

More information

How to sell on Amazon US. www.salesupply.com. Copyright 2008-2015 Salesupply AG, All rights reserved

How to sell on Amazon US. www.salesupply.com. Copyright 2008-2015 Salesupply AG, All rights reserved How to sell on Amazon US www.salesupply.com 1 Introduction The US e-commerce market with its $456bn annual turnover and 196 million online shoppers is ranging at the global top. It is also a market which

More information

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT AT A GLANCE 2015 is the Year of the socalled Millennial (18-34 year olds)

More information

Insights from McKinsey s Global iconsumer Research. Six Strategies to Win the Mobile Consumer Showdown

Insights from McKinsey s Global iconsumer Research. Six Strategies to Win the Mobile Consumer Showdown Insights from McKinsey s Global iconsumer Research Six Strategies to Win the Mobile Consumer Showdown iconsumer Maps Shifts in Digital Behavior Around the Globe This article is one of a series documenting

More information

BOOTS delighting customers, building customer loyalty and profits

BOOTS delighting customers, building customer loyalty and profits [ BOOTS delighting customers, building customer loyalty and profits Marcus Ruebsam, Vice President Global Solutions, LoB Marketing Chris Edson, IT Programme Manager, Boots UK [ Learning Points Best practices

More information

Successful Analytics for Retail Marketers

Successful Analytics for Retail Marketers Successful Analytics for Retail Marketers Best practices for integrating analytics into your marketing strategy In the highly competitive retail marketplace, there is always a need to try and stay one

More information

Next-generation e-commerce for retail: How to optimize cross-channel marketing, sales and service.

Next-generation e-commerce for retail: How to optimize cross-channel marketing, sales and service. Next-generation e-commerce for retail: How to optimize cross-channel marketing, sales and service. > ATTRACT AND RETAIN HIGHLY PROFITABLE CUSTOMERS > PROVIDE SEAMLESS CROSS-CHANNEL SHOPPING > EXTEND CAPABILITIES

More information

Sage CRM for Travel solution by Providian

Sage CRM for Travel solution by Providian Sage CRM for Travel solution by Providian Sage CRM for Travel solution by Providian Customer Relationship Management (CRM) delivers a variety of benefits across the full spectrum of the customer ecosystem

More information

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience Delivering service differentiation through customer experience CHASE RESPONSE MAY 2010 The marketplace Companies are facing an increasingly competitive landscape where the battle for market share and changing

More information

Smart VoIP Enabling Mobile Operators to Deliver OTT VoIP

Smart VoIP Enabling Mobile Operators to Deliver OTT VoIP Enabling Mobile Operators to Deliver OTT Kineto Wireless, Inc. 1601 McCarthy Blvd. Milpitas, CA 95035 Tel: +1 408 546 0660 2012 Kineto Wireless, Inc. All rights reserved. www.kineto.com Introduction Today

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Omnichannel Strategy Adoption At Tipping Point, Marketers Share Action Plans

Omnichannel Strategy Adoption At Tipping Point, Marketers Share Action Plans Omnichannel Strategy Adoption At Tipping Point, Marketers Share Action Plans By Karlene Lukovitz Industry Report by Exclusive Sponsor Introduction Marketers are keenly aware of the tremendous potential

More information

SMS Guide For Fashion & Retail

SMS Guide For Fashion & Retail SMS Guide For Fashion & Retail Would you rather give up your mobile phone or your shoes? You d probably be surprised to hear that not only would 63% of people rather give up chocolate than their smartphone

More information

Creating a Connected Consumer Experience Through Measurable Digital Marketing

Creating a Connected Consumer Experience Through Measurable Digital Marketing Creating a Connected Consumer Experience Through Measurable Digital Marketing Introduction At the beginning of the industrial revolution, market power resided with the manufacturers that had economies

More information

strategies to maximize the effectiveness of your online merchandising and promotions plan

strategies to maximize the effectiveness of your online merchandising and promotions plan WHITE PAPER strategies to maximize the effectiveness of your online merchandising and promotions plan Executive summary Now, more than ever, the lines between corporate sites and online stores are blurring

More information

www.green4solutions.com UNDERSTAND YOUR CUSTOMERS, GROW LOYALTY AND MAXIMISE REVENUES.

www.green4solutions.com UNDERSTAND YOUR CUSTOMERS, GROW LOYALTY AND MAXIMISE REVENUES. www.green4solutions.com UNDERSTAND YOUR CUSTOMERS, GROW LOYALTY AND MAXIMISE REVENUES. ABOUT GREEN 4 SOLUTIONS Customer Relationship Management experts for sport and leisure. Green 4 use knowledge, experience

More information

Key Findings. Executive Summary. Objectives

Key Findings. Executive Summary. Objectives U.S. Executive Summary Social media is becoming a central part of how consumers discover and evaluate information. When the Mass Affluent engage with financial institutions on a trusted social media platform,

More information

Customer Service Programme

Customer Service Programme 10 Minute Guide Customer Service Programme Membership Services Moor Hall, Cookham Maidenhead Berkshire, SL6 9QH, UK Telephone: 01628 427500 www.cim.co.uk/marketingresources The Chartered Institute of Marketing,

More information

DATA DRIVING YOUR BUSINESS WITH DATA

DATA DRIVING YOUR BUSINESS WITH DATA DRIVING YOUR BUSINESS WITH DATA 1 Data Big Data is massive. And it s growing: by 2020, the amount of digital information in existence is expected to have exploded from 3.2 zettabytes in 2014 to 40 zettabytes

More information

Multi-channel mobile marketing and CRM solutions for Mobile Network Operators

Multi-channel mobile marketing and CRM solutions for Mobile Network Operators Multi-channel mobile marketing and CRM solutions for Mobile Network Operators future mobile technology marketing business entertainment media Interactive Messaging (SMS, MMS, Email and Voice) Mobile Internet

More information

Corporate websites as a premium acquisition channel

Corporate websites as a premium acquisition channel Driving superior marketing performance across the full multichannel customer experience is an on-going challenge for chief marketing officers (CMOs). It s a complex task not made any easier by the proliferation

More information

Starbucks Case Study: Innovation in CRM strategies, means of enabling E-Commerce

Starbucks Case Study: Innovation in CRM strategies, means of enabling E-Commerce Starbucks Case Study: Innovation in CRM strategies, means of enabling E-Commerce Brand recognition is a crucial factor for business growth when customres pay premium prices for robust brands. Marketing

More information

ecommerce Industry Outlook 2015.

ecommerce Industry Outlook 2015. ecommerce Industry Outlook 2015. JANUARY 2015 Introduction. The global ecommerce industry saw impressive growth in 2014 with goods and services worth $1.5 trillion bought by shoppers via desktops, tablets

More information

The omnichannel opportunity Unlocking the power of the connected consumer

The omnichannel opportunity Unlocking the power of the connected consumer The omnichannel opportunity Unlocking the power of the connected consumer A report for ebay February 2014 Contents Foreword 1 Executive Summary 2 1. The connected consumer 7 2. The omnichannel retail revolution

More information

Magento and Microsoft Dynamics GP: Make the Most of Selling Online. Co-Fou nder and V P, Sales

Magento and Microsoft Dynamics GP: Make the Most of Selling Online. Co-Fou nder and V P, Sales Magento and Microsoft Dynamics GP: Make the Most of Selling Online W ritten by Jeff Grundey Co-Fou nder and V P, Sales jgrundey@ nch annel.co m Every day companies choose to sell online but, too often,

More information

Market Segmentation, Targeting, and Positioning. Leonard Walletzký

Market Segmentation, Targeting, and Positioning. Leonard Walletzký Market Segmentation, Targeting, and Positioning Leonard Walletzký 5C STP Marketing Mix Marketing framework Customer Company Context Collaborators Competitors Segmentation Targeting Positioning 4P 7P 4C

More information

RETAILERS ASSOCIATON OF INDIA. start engaging. www.octaneresearch.in

RETAILERS ASSOCIATON OF INDIA. start engaging. www.octaneresearch.in RETAILERS ASSOCIATON OF INDIA start engaging www.octaneresearch.in 3 10% 4 5 1 2 3 4 5 6 7 3% 16% 43% 38% Top Level Mid Level Junior Level Others 8 9 31% 69% Single Brand Retailer Multi-Brand Retailer

More information

Customer Care for High Value Customers:

Customer Care for High Value Customers: Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization

More information