SlideShare a Scribd company logo
1 of 32
Download to read offline
Fueling Brand Advocacy
And Engagement With
Mobile Apps
#ManthanMobility
Webinar Sponsored by
#ManthanMobility
Welcome Webinar Attendees
#ManthanMobility
Follow This Webinar On Twitter
#ManthanMobility
#ManthanMobility
About Retail TouchPoints
 Launched in 2007
 Over 28,000 subscribers
 To provide executives with
relevant, insightful content
across a variety of digital
medium
Free subscription to our weekly newsletter:
WWW.RETAILTOUCHPOINTS.COM/SIGNUP
#ManthanMobility
Panelists
Anand Sri Ganesh
Senior Vice President and
Business Head for Customer
Analytics
Manthan Systems
MODERATOR
Greg Girard
Program Director, Merchandise
Strategies
IDC Retail Insights
Alicia Fiorletta
Senior Editor
Retail TouchPoints
Omni-Channel Commerce: The Context for
Mobility in Marketing
Greg Girard
July 2014
Moore’s Law
 Gordon Moore, Intel co-founder
 Computing power doubles every 18 months
© IDC Retail Insights Visit us at IDC-ri.com 7
30 Cycles = 2^30 =
1.07 billion-fold increase
69% critical shopping tool
70% will use more next year
Shoppers use smartphones everywhere but fewer
use them in stores than elsewhere
0% 20% 40% 60% 80%
Get advice or ask a question via a social
network (e.g., Facebook, Twitter)
Check in via Foursquare, Facebook, or
other
Buy from another retailer
Check the latest deals via apps
Check reviews
Check the latest deals via web browsing
on my smartphone
Call, text, or message a friend or family
member
Check prices
% performed function with smartphone
Anywhere
In-Store
Q1. Which of the following did you do on your smartphone during the holiday shopping season from any location (work, home, etc.?)
Q2. Which of the following did you do on your smartphone during the holiday shopping season while inside a retail store? (Select all that apply)
N = 511
© IDC Visit us at IDC.com and follow us on Twitter: @IDC 9
The Five “I” Persona....in ALL roles of life
 Instrumented - Through
mobile devices
 Informed – Through
“Always-on” internet access
 Interconnected – Through
social communities
 In-place – In-store, in
public, or at home
 Immediate – In their ability
to take action
Source: IDC Retail Insights
...as Shopper
Why is the customer omni-channel?
 To maximize efficiency!
 For convenience
 Because I want what I want
when I want it
 For faster (& more or less)
service – self determined
 For price compare/validation
 To obtain complete and trusted
information
 To get product recommendations
& personalized offers
 To be treated as the unique
shopper I am
Omni-channel Customer Centricity
Omni-
channel
Customer
Stores
Outlets
Kiosk
Brand shops
Sales associates
Other staff
Call center
Online chat
Internet TV
Portals
Facebook
Social networking
Email
Website
Mobile Site
Mobile Apps
Virtual Stores
Twitter
Pinterest
Location based interactions
IoT
Competitive data
Collaboration
Fulfillment partners
XML/EDI
Affiliates
Market research
TV placements
Online auctions
Marketplaces
Magazines
Marketing collateral
Catalogues
Integrators
Dealers
Agents
Franchisees
Resellers
Logistics Partners
Retailers
Home advisors/installers
Shop in Shop
Pop up store
© IDC Retail Insights Visit us at IDC-ri.com
Learn to Earn
Physical Digital Convergence
13
ONLINE Enhancements
INSIDE Enhancements
Social
Mobile
Connected
Interactive
Augmented
ConvergenceAbstraction
 Platform
 Order Mgmt
 Product Info Mgmt
• Multimedia Shelf Edge
• Video Analytics
 GPS Inside
 Augmented Reality
 Search & Send
 Content Mgmt
 Search/Navigation
 Ratings/Reviews
 Remote Experts
 Associate Mobility
 Interactive Displays
 Shopping Apps
 Dynamic QR Codes
Social and Mobile Commerce
 Mobile Marketing
 Social Brand
 Big Data
 Content and Curation
 Crowdsourcing
© IDC Retail Insights Visit us at IDC-ri.com 14
Six C’s of Customer Engagement
Old Paradigm Dimension New Paradigm
Products Centricity Customers
Calendars
Fixed
Cadence
Roles | Missions | Occasions
Fluid
The Plan Context My Life
Transaction| Loyalty Criteria Lifetime Value
Product Lifecycles
Category Management
Localization
Criticalities
Customer Lifecycles
Segment Management
Personalization
Multi-Channel Channels Omni-channel
© IDC Retail Insights Visit us at IDC-ri.com 15
IDC Retail Insights Top 10 Predictions for 2014
Digital Transformation Business Transformation Fulfillment
© IDC Retail Insights Visit us at IDC-ri.com 16
Single
Department or
Business Unit
Company-wide/
Industry-wide
0-12 12-24 24+
Multiple
Departments or
Business Units
Time (months) to Mainstream
OrganizationalImpact
2
6
5
1
4
9
3
10
8
1-Omni-channel
Experience
2-ERP and
Merchandising
Transformations
3-Immersive
Commerce
10-Same day
Fulfilment
Prerequisites
6-
Hyperpersonalized
promotions
4-Big data
& analytics
9-Omni-channel
Fulfilment
8 – PLM and
Sourcing
4 –Marketing
Technology Investment 7- Commerce
Investments7
Bubble Size =
complexity / cost to
address
 Omni-channel path to purchase
 Journey mapping analytics
 Omni-channel store analytics
 Privacy concerns
© IDC Retail Insights Visit us at IDC-ri.com 17
Prediction 3: By 2016,
Leading Omni-Channel
Retailers Will Improve
Same-Shopper Sales
with Immersive
Commerce, Driving
Additional Revenue
Growth of 1.5% and
Margin Growth an
Additional 3%
Set a New North Star
— Immersive
Commerce for Same
Shopper Sales
© IDC Retail Insights Visit us at IDC-ri.com 18
Prediction 4: Technology
Investment in Marketing
and Advertising Will
Increase by 50% by 2017
Invest in Marketing
and Advertising
Technology and
Governance
66%
Internet Ad
Spending
276%
Mobile Display
& Search
59%
Internet Ad
Spending/ Capita
Digital Halos
• Algorithmic advertising
• Segmentation and personalization
• Context and conversational marketing
• Harmonization of themes and messages
$3.8 B M&A Tech in 2017
• CIO CMO tension yields to partnerships
• Technology-intensive creative agencies
• 50% of marketing hiring driven by IT skills
• Creative license and governance
To sum up:
© IDC Retail Insights Visit us at IDC-ri.com 19
© IDC Retail Insights Visit us at IDC-ri.com 20
Greg Girard, Program Director
ggirard@idc.com
@gregorydgirard
www.idc-ri.com
https://idc-insights-community.com/retail
“Thank you!”
Mobility for Marketers
Anand Sri Ganesh
SVP & Business Head, Customer Analytics
21
42% of marketers are
planning to build customer
loyalty among mobile
device users**
36% of In-Store Sales
Driven by Mobile and
Social*
* Media Post, Deloitte Digital - 28th May
**2014 report “Getting Mobile Right” by Brand Republic and Netbiscuits
71% of marketers
currently use mobile as part
of multichannel brand
experiences**
Mobile channels, integrated with other communication channels, has become a
force multiplier
Mobility is now mainstream
22
Building blocks of mobile marketing
ACCESS
Convert anonymous
consumers to identified
customers. Opt-ins
create channels and
permissions to
communicate
INSIGHTS
Understand your customers,
buying behavior, digital
channels are critical to
timely shopper conversion
ENGAGEMENT
Target unique buying
behaviors and interest
groups. Communicate
when customer is most
receptive
23
Access: Converting anonymous consumers to
identifiable customers
“Opt-in” = the first
indication of a
customer’s desire to
engage
Extends the member program or becomes a surrogate for the member program
Permission to
communicate offers &
promotions, brand and
marketing messages
24
Insights: Understanding the path to purchase
25
Understanding the “always on” customer
Behavioral understanding
• Preferences
• Seasonality – pre-season vs in-season vs markdown
Intent – triggers to purchase
• Location preferences – proximity to home vs store
• Timing – time of day, day of week
• Purchase choices
Usage behavior
• In-app browsing patterns
• Social sharing behavior
Bringing in Big Data analytics to understand & respond to consumers in real time
Engagement: Managing traffic, conversion &
advocacy
Ubiquitous yet non-intrusive
- right time + right message
Influence the shopping list with pre-purchase
targeting
Encourage social sharing
Leverage geo-fencing
Notify based on multi-channel interactions
Targeting & personalization
Coupons based on behavioral insights
Localized offers and promos
Preference based communication
Product trials “most likely to buy”
26
Beyond promotions: marketing discovery
20% OFF
27
Consumer panel
• Stratified samples based
on behavioral insights
Consumer insights
• New product introduction
• Packaging and messaging
• Price discovery
Real-time feedback
• Implicit feedback
• In-app preferences and
favorites
• Customer surveys
30% OFF 25% OFF
$2B retailer capitalizes
on mobile engagement
opportunity to enhance
loyalty program
Cross format retailer adopts
Loyalty247 to:
 Extend their loyalty card program to
include bi-directional engagement
 Execute cross-channel targeting
and personalization
 Co-marketing & targeted
advertising in partnership with CPG
suppliers
 Integrate with existing customer
analytics infrastructure to gain
comprehensive customer visibility
across formats and channels
Succeeding with mobile engagement
28
Worldwide leader in retail & CPG analytics
Vision
Be the Chief Analytics Officer for the top
companies in the retail & CPG industry
Method
We bring fundamental change in the
way analytics are bought, used, applied,
and benefitted from
CUSTOMER ANALYTICSMERCHANDISE ANALYTICS
Store Ops Finance
eCommerce
Analytics
Know your Customer…
Establish a Dialogue
Optimize buying, selling, pricing,
assortments, placement
DATA & PROCESS
COLLABORATION PLATFORM &
ANALYTICS
Analytics Platform for Data Insights,
Monetization and Collaboration
TargetOne Loyalty247
Customer360 Vendor Insights
Vendor LinkFuel Analyzer
Chief Analytics Officer for 120 businesses
30
www.manthansystems.com/ca
anand.ganesh@manthansystems.com
Questions?
#ManthanMobility
Q & A / Panelists
Anand Sri Ganesh
Senior Vice President and
Business Head for Customer
Analytics
Manthan Systems
MODERATOR
Greg Girard
Program Director, Merchandise
Strategies
IDC Retail Insights
Alicia Fiorletta
Senior Editor
Retail TouchPoints
#ManthanMobility
Thanks for attending!
Download and view this presentation on-demand at:
http://rtou.ch/manthanweb

More Related Content

What's hot

Combining offline and online data to drive performance - ArabNet Riyadh 2015
Combining offline and online data to drive performance - ArabNet Riyadh 2015Combining offline and online data to drive performance - ArabNet Riyadh 2015
Combining offline and online data to drive performance - ArabNet Riyadh 2015ArabNet ME
 
From Transactions to Relationships - Marketing Retail Perspective from IBM
From Transactions to Relationships - Marketing Retail Perspective from IBMFrom Transactions to Relationships - Marketing Retail Perspective from IBM
From Transactions to Relationships - Marketing Retail Perspective from IBMMike Handes
 
Omni channel presentation
Omni channel presentationOmni channel presentation
Omni channel presentationSubhajit Bera
 
3 Essentials for Omni-channel Commerce
3 Essentials for Omni-channel Commerce3 Essentials for Omni-channel Commerce
3 Essentials for Omni-channel CommerceIBM Watson Commerce
 
Mobility in Retail - Market Research by RapidValue Solutions
Mobility in Retail - Market Research by RapidValue SolutionsMobility in Retail - Market Research by RapidValue Solutions
Mobility in Retail - Market Research by RapidValue SolutionsRapidValue
 
Differentiate Instead Of Discount
Differentiate Instead Of DiscountDifferentiate Instead Of Discount
Differentiate Instead Of DiscountG3 Communications
 
What Omnichannel Really Means - Forrester Webinar
What Omnichannel Really Means - Forrester WebinarWhat Omnichannel Really Means - Forrester Webinar
What Omnichannel Really Means - Forrester WebinarFreestyle Solutions
 
Using Hadoop for social media sentiment analysis
Using Hadoop for social media sentiment analysisUsing Hadoop for social media sentiment analysis
Using Hadoop for social media sentiment analysisAbhismita Sen
 
The Future of Retail Report
The Future of Retail ReportThe Future of Retail Report
The Future of Retail ReportDigitalRoyalty
 
IBM Retail Omni-Channel POV
IBM Retail Omni-Channel POVIBM Retail Omni-Channel POV
IBM Retail Omni-Channel POVCindy Thierry
 
How retailers can develop a winning strategy to attract diginal advertising d...
How retailers can develop a winning strategy to attract diginal advertising d...How retailers can develop a winning strategy to attract diginal advertising d...
How retailers can develop a winning strategy to attract diginal advertising d...National Retail Federation
 
whitepaper_beacon_fashion_retail
whitepaper_beacon_fashion_retailwhitepaper_beacon_fashion_retail
whitepaper_beacon_fashion_retailJeff Sheldon
 
Kantar Compete - the consumer path to purchase
Kantar Compete - the consumer path to purchaseKantar Compete - the consumer path to purchase
Kantar Compete - the consumer path to purchaseMediaCom Edinburgh
 
AI Retail Playbook
AI Retail PlaybookAI Retail Playbook
AI Retail PlaybookPSFK
 

What's hot (20)

Combining offline and online data to drive performance - ArabNet Riyadh 2015
Combining offline and online data to drive performance - ArabNet Riyadh 2015Combining offline and online data to drive performance - ArabNet Riyadh 2015
Combining offline and online data to drive performance - ArabNet Riyadh 2015
 
Digital marketing unit 4
Digital marketing unit 4Digital marketing unit 4
Digital marketing unit 4
 
Online Reviews & Reputation Management
Online Reviews & Reputation ManagementOnline Reviews & Reputation Management
Online Reviews & Reputation Management
 
From Transactions to Relationships - Marketing Retail Perspective from IBM
From Transactions to Relationships - Marketing Retail Perspective from IBMFrom Transactions to Relationships - Marketing Retail Perspective from IBM
From Transactions to Relationships - Marketing Retail Perspective from IBM
 
Omni channel presentation
Omni channel presentationOmni channel presentation
Omni channel presentation
 
Digital marketing unit 2
Digital marketing unit 2Digital marketing unit 2
Digital marketing unit 2
 
3 Essentials for Omni-channel Commerce
3 Essentials for Omni-channel Commerce3 Essentials for Omni-channel Commerce
3 Essentials for Omni-channel Commerce
 
Digital marketing unit 3
Digital marketing unit 3Digital marketing unit 3
Digital marketing unit 3
 
Mobility in Retail - Market Research by RapidValue Solutions
Mobility in Retail - Market Research by RapidValue SolutionsMobility in Retail - Market Research by RapidValue Solutions
Mobility in Retail - Market Research by RapidValue Solutions
 
Differentiate Instead Of Discount
Differentiate Instead Of DiscountDifferentiate Instead Of Discount
Differentiate Instead Of Discount
 
What Omnichannel Really Means - Forrester Webinar
What Omnichannel Really Means - Forrester WebinarWhat Omnichannel Really Means - Forrester Webinar
What Omnichannel Really Means - Forrester Webinar
 
Using Hadoop for social media sentiment analysis
Using Hadoop for social media sentiment analysisUsing Hadoop for social media sentiment analysis
Using Hadoop for social media sentiment analysis
 
The Future of Retail Report
The Future of Retail ReportThe Future of Retail Report
The Future of Retail Report
 
IBM Retail Omni-Channel POV
IBM Retail Omni-Channel POVIBM Retail Omni-Channel POV
IBM Retail Omni-Channel POV
 
How retailers can develop a winning strategy to attract diginal advertising d...
How retailers can develop a winning strategy to attract diginal advertising d...How retailers can develop a winning strategy to attract diginal advertising d...
How retailers can develop a winning strategy to attract diginal advertising d...
 
Digital marketing unit 1
Digital marketing unit 1Digital marketing unit 1
Digital marketing unit 1
 
Omni-Channel Strategy
Omni-Channel StrategyOmni-Channel Strategy
Omni-Channel Strategy
 
whitepaper_beacon_fashion_retail
whitepaper_beacon_fashion_retailwhitepaper_beacon_fashion_retail
whitepaper_beacon_fashion_retail
 
Kantar Compete - the consumer path to purchase
Kantar Compete - the consumer path to purchaseKantar Compete - the consumer path to purchase
Kantar Compete - the consumer path to purchase
 
AI Retail Playbook
AI Retail PlaybookAI Retail Playbook
AI Retail Playbook
 

Viewers also liked

The Rise Of The Content Scientist
The Rise Of The Content ScientistThe Rise Of The Content Scientist
The Rise Of The Content ScientistG3 Communications
 
We Put The Customer In Control Of The Content (And Nobody Got Hurt!) - Killer...
We Put The Customer In Control Of The Content (And Nobody Got Hurt!) - Killer...We Put The Customer In Control Of The Content (And Nobody Got Hurt!) - Killer...
We Put The Customer In Control Of The Content (And Nobody Got Hurt!) - Killer...G3 Communications
 
Increasing Marketing Confidence With Better Reporting In 2015
Increasing Marketing Confidence With Better Reporting In 2015Increasing Marketing Confidence With Better Reporting In 2015
Increasing Marketing Confidence With Better Reporting In 2015G3 Communications
 
Guide Prospects Through The Buying Journey With Better Tracking & Targeting
Guide Prospects Through The Buying Journey With Better Tracking & TargetingGuide Prospects Through The Buying Journey With Better Tracking & Targeting
Guide Prospects Through The Buying Journey With Better Tracking & TargetingG3 Communications
 
3 Steps To Becoming A Customer-Centric Organization
3 Steps To Becoming A Customer-Centric Organization3 Steps To Becoming A Customer-Centric Organization
3 Steps To Becoming A Customer-Centric OrganizationG3 Communications
 

Viewers also liked (8)

The Rise Of The Content Scientist
The Rise Of The Content ScientistThe Rise Of The Content Scientist
The Rise Of The Content Scientist
 
Building The Perfect Offer
Building The Perfect OfferBuilding The Perfect Offer
Building The Perfect Offer
 
We Put The Customer In Control Of The Content (And Nobody Got Hurt!) - Killer...
We Put The Customer In Control Of The Content (And Nobody Got Hurt!) - Killer...We Put The Customer In Control Of The Content (And Nobody Got Hurt!) - Killer...
We Put The Customer In Control Of The Content (And Nobody Got Hurt!) - Killer...
 
Increasing Marketing Confidence With Better Reporting In 2015
Increasing Marketing Confidence With Better Reporting In 2015Increasing Marketing Confidence With Better Reporting In 2015
Increasing Marketing Confidence With Better Reporting In 2015
 
Guide Prospects Through The Buying Journey With Better Tracking & Targeting
Guide Prospects Through The Buying Journey With Better Tracking & TargetingGuide Prospects Through The Buying Journey With Better Tracking & Targeting
Guide Prospects Through The Buying Journey With Better Tracking & Targeting
 
Dgr sps16-c4 d-finaldeck
Dgr sps16-c4 d-finaldeckDgr sps16-c4 d-finaldeck
Dgr sps16-c4 d-finaldeck
 
3 Steps To Becoming A Customer-Centric Organization
3 Steps To Becoming A Customer-Centric Organization3 Steps To Becoming A Customer-Centric Organization
3 Steps To Becoming A Customer-Centric Organization
 
Dgr sps16 domo-final-deck
Dgr sps16 domo-final-deckDgr sps16 domo-final-deck
Dgr sps16 domo-final-deck
 

Similar to Fueling Brand Advocacy And Engagement With Mobile App manthan final use this alicia july 17 fv

Omni-Channel Marketing – Bridging the Gap between Insight & Execution
Omni-Channel Marketing – Bridging the Gap between Insight & ExecutionOmni-Channel Marketing – Bridging the Gap between Insight & Execution
Omni-Channel Marketing – Bridging the Gap between Insight & ExecutionG3 Communications
 
The ROI of Empowering Associates Through In-Store Mobility
The ROI of Empowering Associates Through In-Store MobilityThe ROI of Empowering Associates Through In-Store Mobility
The ROI of Empowering Associates Through In-Store MobilityG3 Communications
 
Leveraging Location Data to Build Consumer Profiles
Leveraging Location Data to Build Consumer ProfilesLeveraging Location Data to Build Consumer Profiles
Leveraging Location Data to Build Consumer ProfilesPrecisely
 
Personalization is driving digital food retailing_IDC_Precima
Personalization is driving digital food retailing_IDC_PrecimaPersonalization is driving digital food retailing_IDC_Precima
Personalization is driving digital food retailing_IDC_PrecimaNational Retail Federation
 
The Omnichannel Opportunity in Digital World: Unlocking the potential of conn...
The Omnichannel Opportunity in Digital World: Unlocking the potential of conn...The Omnichannel Opportunity in Digital World: Unlocking the potential of conn...
The Omnichannel Opportunity in Digital World: Unlocking the potential of conn...Flytxt
 
Customer Experience Optimization through Google Analytics
Customer Experience Optimization through Google Analytics Customer Experience Optimization through Google Analytics
Customer Experience Optimization through Google Analytics FutureMarketers
 
Put your brand research on a digital high protein diet
Put your brand research on a digital high protein dietPut your brand research on a digital high protein diet
Put your brand research on a digital high protein dietJoel Rubinson
 
Digital marketing-overview-5-3
Digital marketing-overview-5-3Digital marketing-overview-5-3
Digital marketing-overview-5-3RAHUL CHAVAN
 
Intro presentation to Footprints for Retail
Intro presentation to Footprints for RetailIntro presentation to Footprints for Retail
Intro presentation to Footprints for RetailFootprints AI
 
2019 Predictions: What CMOs Demand From MarTech This Year
2019 Predictions: What CMOs Demand From MarTech This Year2019 Predictions: What CMOs Demand From MarTech This Year
2019 Predictions: What CMOs Demand From MarTech This YearMapp Digital
 
Winning the New Digital Consumer with Hyper-Relevance
Winning the New Digital Consumer with Hyper-RelevanceWinning the New Digital Consumer with Hyper-Relevance
Winning the New Digital Consumer with Hyper-RelevanceJoseph M Bradley
 
Moving_To_The_Forefront Teradata white paper
Moving_To_The_Forefront Teradata white paperMoving_To_The_Forefront Teradata white paper
Moving_To_The_Forefront Teradata white paperDeb Schmidt
 
Is My Digital Marketing Strategy Still Relevant in 2016?
Is My Digital Marketing Strategy Still Relevant in 2016?Is My Digital Marketing Strategy Still Relevant in 2016?
Is My Digital Marketing Strategy Still Relevant in 2016?Capstrat
 
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...Mozu
 
Marketing Plan - a New Mobile App
Marketing Plan - a New Mobile App Marketing Plan - a New Mobile App
Marketing Plan - a New Mobile App Sharanya Ray
 
Tools for Engagement Marketing
Tools for Engagement MarketingTools for Engagement Marketing
Tools for Engagement MarketingCMassociates
 

Similar to Fueling Brand Advocacy And Engagement With Mobile App manthan final use this alicia july 17 fv (20)

Omni-Channel Marketing – Bridging the Gap between Insight & Execution
Omni-Channel Marketing – Bridging the Gap between Insight & ExecutionOmni-Channel Marketing – Bridging the Gap between Insight & Execution
Omni-Channel Marketing – Bridging the Gap between Insight & Execution
 
The ROI of Empowering Associates Through In-Store Mobility
The ROI of Empowering Associates Through In-Store MobilityThe ROI of Empowering Associates Through In-Store Mobility
The ROI of Empowering Associates Through In-Store Mobility
 
The State of Retail Online 2019
The State of Retail Online 2019The State of Retail Online 2019
The State of Retail Online 2019
 
Leveraging Location Data to Build Consumer Profiles
Leveraging Location Data to Build Consumer ProfilesLeveraging Location Data to Build Consumer Profiles
Leveraging Location Data to Build Consumer Profiles
 
Personalization is driving digital food retailing_IDC_Precima
Personalization is driving digital food retailing_IDC_PrecimaPersonalization is driving digital food retailing_IDC_Precima
Personalization is driving digital food retailing_IDC_Precima
 
The Omnichannel Opportunity in Digital World: Unlocking the potential of conn...
The Omnichannel Opportunity in Digital World: Unlocking the potential of conn...The Omnichannel Opportunity in Digital World: Unlocking the potential of conn...
The Omnichannel Opportunity in Digital World: Unlocking the potential of conn...
 
Customer Experience Optimization through Google Analytics
Customer Experience Optimization through Google Analytics Customer Experience Optimization through Google Analytics
Customer Experience Optimization through Google Analytics
 
Digitalize Customer Experience - Anna Testa CISCO per IULM-Milano Digital Week
Digitalize Customer Experience - Anna Testa CISCO per IULM-Milano Digital WeekDigitalize Customer Experience - Anna Testa CISCO per IULM-Milano Digital Week
Digitalize Customer Experience - Anna Testa CISCO per IULM-Milano Digital Week
 
Put your brand research on a digital high protein diet
Put your brand research on a digital high protein dietPut your brand research on a digital high protein diet
Put your brand research on a digital high protein diet
 
Digital marketing-overview-5-3
Digital marketing-overview-5-3Digital marketing-overview-5-3
Digital marketing-overview-5-3
 
Intro presentation to Footprints for Retail
Intro presentation to Footprints for RetailIntro presentation to Footprints for Retail
Intro presentation to Footprints for Retail
 
2019 Predictions: What CMOs Demand From MarTech This Year
2019 Predictions: What CMOs Demand From MarTech This Year2019 Predictions: What CMOs Demand From MarTech This Year
2019 Predictions: What CMOs Demand From MarTech This Year
 
Winning the New Digital Consumer with Hyper-Relevance
Winning the New Digital Consumer with Hyper-RelevanceWinning the New Digital Consumer with Hyper-Relevance
Winning the New Digital Consumer with Hyper-Relevance
 
Moving_To_The_Forefront Teradata white paper
Moving_To_The_Forefront Teradata white paperMoving_To_The_Forefront Teradata white paper
Moving_To_The_Forefront Teradata white paper
 
Is My Digital Marketing Strategy Still Relevant in 2016?
Is My Digital Marketing Strategy Still Relevant in 2016?Is My Digital Marketing Strategy Still Relevant in 2016?
Is My Digital Marketing Strategy Still Relevant in 2016?
 
Are your digital channels driving growth?
Are your digital channels driving growth?Are your digital channels driving growth?
Are your digital channels driving growth?
 
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...
Moving Beyond Mobile: Delivering a Seamless Digital Experience from Online to...
 
Marketing Plan - a New Mobile App
Marketing Plan - a New Mobile App Marketing Plan - a New Mobile App
Marketing Plan - a New Mobile App
 
Tools for Engagement Marketing
Tools for Engagement MarketingTools for Engagement Marketing
Tools for Engagement Marketing
 
Digital Marketing 101
Digital Marketing 101Digital Marketing 101
Digital Marketing 101
 

More from G3 Communications

2015 Killer Content Awards Report
2015 Killer Content Awards Report2015 Killer Content Awards Report
2015 Killer Content Awards ReportG3 Communications
 
Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...
Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...
Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...G3 Communications
 
Building Customer Success With Enhanced Employee Engagement
Building Customer Success With Enhanced Employee EngagementBuilding Customer Success With Enhanced Employee Engagement
Building Customer Success With Enhanced Employee EngagementG3 Communications
 
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...G3 Communications
 
Leveraging Omnichannel Trends for E-Commerce Marketplace Success
Leveraging Omnichannel Trends for E-Commerce Marketplace SuccessLeveraging Omnichannel Trends for E-Commerce Marketplace Success
Leveraging Omnichannel Trends for E-Commerce Marketplace SuccessG3 Communications
 
The Store is Media: Reengineering Frontline Teams for the New Age of Retail
The Store is Media: Reengineering Frontline Teams for the New Age of RetailThe Store is Media: Reengineering Frontline Teams for the New Age of Retail
The Store is Media: Reengineering Frontline Teams for the New Age of RetailG3 Communications
 
Optimizing the Omnichannel Journey
Optimizing the Omnichannel JourneyOptimizing the Omnichannel Journey
Optimizing the Omnichannel JourneyG3 Communications
 
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...G3 Communications
 
Location Intelligence - A Critical Tool in Retail Performance Management
Location Intelligence - A Critical Tool in Retail Performance ManagementLocation Intelligence - A Critical Tool in Retail Performance Management
Location Intelligence - A Critical Tool in Retail Performance ManagementG3 Communications
 
Holiday Predictions: What to Expect Based on Data From 500 Million Shoppers
Holiday Predictions: What to Expect Based on Data From 500 Million ShoppersHoliday Predictions: What to Expect Based on Data From 500 Million Shoppers
Holiday Predictions: What to Expect Based on Data From 500 Million ShoppersG3 Communications
 
How to Leverage Funnel Metrics and Attribution Data for Your 2019 Planning
How to Leverage Funnel Metrics and Attribution Data for Your 2019 PlanningHow to Leverage Funnel Metrics and Attribution Data for Your 2019 Planning
How to Leverage Funnel Metrics and Attribution Data for Your 2019 PlanningG3 Communications
 
Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...
Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...
Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...G3 Communications
 
The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...
The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...
The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...G3 Communications
 
How a Partner-First Approach Drives Revenue & ROI
How a Partner-First Approach Drives Revenue & ROIHow a Partner-First Approach Drives Revenue & ROI
How a Partner-First Approach Drives Revenue & ROIG3 Communications
 
Accelerate Your Partners' Digital Transformation With Point-Based Rewards
Accelerate Your Partners' Digital Transformation With Point-Based RewardsAccelerate Your Partners' Digital Transformation With Point-Based Rewards
Accelerate Your Partners' Digital Transformation With Point-Based RewardsG3 Communications
 
5 Stages of the Partner Journey
5 Stages of the Partner Journey5 Stages of the Partner Journey
5 Stages of the Partner JourneyG3 Communications
 
How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...
How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...
How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...G3 Communications
 
Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...
Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...
Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...G3 Communications
 
Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...
Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...
Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...G3 Communications
 

More from G3 Communications (20)

2012 Killer Content Awards
2012 Killer Content Awards2012 Killer Content Awards
2012 Killer Content Awards
 
2015 Killer Content Awards Report
2015 Killer Content Awards Report2015 Killer Content Awards Report
2015 Killer Content Awards Report
 
Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...
Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...
Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...
 
Building Customer Success With Enhanced Employee Engagement
Building Customer Success With Enhanced Employee EngagementBuilding Customer Success With Enhanced Employee Engagement
Building Customer Success With Enhanced Employee Engagement
 
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...
 
Leveraging Omnichannel Trends for E-Commerce Marketplace Success
Leveraging Omnichannel Trends for E-Commerce Marketplace SuccessLeveraging Omnichannel Trends for E-Commerce Marketplace Success
Leveraging Omnichannel Trends for E-Commerce Marketplace Success
 
The Store is Media: Reengineering Frontline Teams for the New Age of Retail
The Store is Media: Reengineering Frontline Teams for the New Age of RetailThe Store is Media: Reengineering Frontline Teams for the New Age of Retail
The Store is Media: Reengineering Frontline Teams for the New Age of Retail
 
Optimizing the Omnichannel Journey
Optimizing the Omnichannel JourneyOptimizing the Omnichannel Journey
Optimizing the Omnichannel Journey
 
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
 
Location Intelligence - A Critical Tool in Retail Performance Management
Location Intelligence - A Critical Tool in Retail Performance ManagementLocation Intelligence - A Critical Tool in Retail Performance Management
Location Intelligence - A Critical Tool in Retail Performance Management
 
Holiday Predictions: What to Expect Based on Data From 500 Million Shoppers
Holiday Predictions: What to Expect Based on Data From 500 Million ShoppersHoliday Predictions: What to Expect Based on Data From 500 Million Shoppers
Holiday Predictions: What to Expect Based on Data From 500 Million Shoppers
 
How to Leverage Funnel Metrics and Attribution Data for Your 2019 Planning
How to Leverage Funnel Metrics and Attribution Data for Your 2019 PlanningHow to Leverage Funnel Metrics and Attribution Data for Your 2019 Planning
How to Leverage Funnel Metrics and Attribution Data for Your 2019 Planning
 
Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...
Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...
Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...
 
The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...
The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...
The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...
 
How a Partner-First Approach Drives Revenue & ROI
How a Partner-First Approach Drives Revenue & ROIHow a Partner-First Approach Drives Revenue & ROI
How a Partner-First Approach Drives Revenue & ROI
 
Accelerate Your Partners' Digital Transformation With Point-Based Rewards
Accelerate Your Partners' Digital Transformation With Point-Based RewardsAccelerate Your Partners' Digital Transformation With Point-Based Rewards
Accelerate Your Partners' Digital Transformation With Point-Based Rewards
 
5 Stages of the Partner Journey
5 Stages of the Partner Journey5 Stages of the Partner Journey
5 Stages of the Partner Journey
 
How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...
How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...
How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...
 
Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...
Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...
Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...
 
Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...
Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...
Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...
 

Fueling Brand Advocacy And Engagement With Mobile App manthan final use this alicia july 17 fv

  • 1. Fueling Brand Advocacy And Engagement With Mobile Apps #ManthanMobility Webinar Sponsored by
  • 3. #ManthanMobility Follow This Webinar On Twitter #ManthanMobility
  • 4. #ManthanMobility About Retail TouchPoints  Launched in 2007  Over 28,000 subscribers  To provide executives with relevant, insightful content across a variety of digital medium Free subscription to our weekly newsletter: WWW.RETAILTOUCHPOINTS.COM/SIGNUP
  • 5. #ManthanMobility Panelists Anand Sri Ganesh Senior Vice President and Business Head for Customer Analytics Manthan Systems MODERATOR Greg Girard Program Director, Merchandise Strategies IDC Retail Insights Alicia Fiorletta Senior Editor Retail TouchPoints
  • 6. Omni-Channel Commerce: The Context for Mobility in Marketing Greg Girard July 2014
  • 7. Moore’s Law  Gordon Moore, Intel co-founder  Computing power doubles every 18 months © IDC Retail Insights Visit us at IDC-ri.com 7 30 Cycles = 2^30 = 1.07 billion-fold increase 69% critical shopping tool 70% will use more next year
  • 8. Shoppers use smartphones everywhere but fewer use them in stores than elsewhere 0% 20% 40% 60% 80% Get advice or ask a question via a social network (e.g., Facebook, Twitter) Check in via Foursquare, Facebook, or other Buy from another retailer Check the latest deals via apps Check reviews Check the latest deals via web browsing on my smartphone Call, text, or message a friend or family member Check prices % performed function with smartphone Anywhere In-Store Q1. Which of the following did you do on your smartphone during the holiday shopping season from any location (work, home, etc.?) Q2. Which of the following did you do on your smartphone during the holiday shopping season while inside a retail store? (Select all that apply) N = 511
  • 9. © IDC Visit us at IDC.com and follow us on Twitter: @IDC 9 The Five “I” Persona....in ALL roles of life  Instrumented - Through mobile devices  Informed – Through “Always-on” internet access  Interconnected – Through social communities  In-place – In-store, in public, or at home  Immediate – In their ability to take action Source: IDC Retail Insights ...as Shopper
  • 10. Why is the customer omni-channel?  To maximize efficiency!  For convenience  Because I want what I want when I want it  For faster (& more or less) service – self determined  For price compare/validation  To obtain complete and trusted information  To get product recommendations & personalized offers  To be treated as the unique shopper I am
  • 11. Omni-channel Customer Centricity Omni- channel Customer Stores Outlets Kiosk Brand shops Sales associates Other staff Call center Online chat Internet TV Portals Facebook Social networking Email Website Mobile Site Mobile Apps Virtual Stores Twitter Pinterest Location based interactions IoT Competitive data Collaboration Fulfillment partners XML/EDI Affiliates Market research TV placements Online auctions Marketplaces Magazines Marketing collateral Catalogues Integrators Dealers Agents Franchisees Resellers Logistics Partners Retailers Home advisors/installers Shop in Shop Pop up store
  • 12. © IDC Retail Insights Visit us at IDC-ri.com Learn to Earn
  • 13. Physical Digital Convergence 13 ONLINE Enhancements INSIDE Enhancements Social Mobile Connected Interactive Augmented ConvergenceAbstraction  Platform  Order Mgmt  Product Info Mgmt • Multimedia Shelf Edge • Video Analytics  GPS Inside  Augmented Reality  Search & Send  Content Mgmt  Search/Navigation  Ratings/Reviews  Remote Experts  Associate Mobility  Interactive Displays  Shopping Apps  Dynamic QR Codes Social and Mobile Commerce  Mobile Marketing  Social Brand  Big Data  Content and Curation  Crowdsourcing
  • 14. © IDC Retail Insights Visit us at IDC-ri.com 14
  • 15. Six C’s of Customer Engagement Old Paradigm Dimension New Paradigm Products Centricity Customers Calendars Fixed Cadence Roles | Missions | Occasions Fluid The Plan Context My Life Transaction| Loyalty Criteria Lifetime Value Product Lifecycles Category Management Localization Criticalities Customer Lifecycles Segment Management Personalization Multi-Channel Channels Omni-channel © IDC Retail Insights Visit us at IDC-ri.com 15
  • 16. IDC Retail Insights Top 10 Predictions for 2014 Digital Transformation Business Transformation Fulfillment © IDC Retail Insights Visit us at IDC-ri.com 16 Single Department or Business Unit Company-wide/ Industry-wide 0-12 12-24 24+ Multiple Departments or Business Units Time (months) to Mainstream OrganizationalImpact 2 6 5 1 4 9 3 10 8 1-Omni-channel Experience 2-ERP and Merchandising Transformations 3-Immersive Commerce 10-Same day Fulfilment Prerequisites 6- Hyperpersonalized promotions 4-Big data & analytics 9-Omni-channel Fulfilment 8 – PLM and Sourcing 4 –Marketing Technology Investment 7- Commerce Investments7 Bubble Size = complexity / cost to address
  • 17.  Omni-channel path to purchase  Journey mapping analytics  Omni-channel store analytics  Privacy concerns © IDC Retail Insights Visit us at IDC-ri.com 17 Prediction 3: By 2016, Leading Omni-Channel Retailers Will Improve Same-Shopper Sales with Immersive Commerce, Driving Additional Revenue Growth of 1.5% and Margin Growth an Additional 3% Set a New North Star — Immersive Commerce for Same Shopper Sales
  • 18. © IDC Retail Insights Visit us at IDC-ri.com 18 Prediction 4: Technology Investment in Marketing and Advertising Will Increase by 50% by 2017 Invest in Marketing and Advertising Technology and Governance 66% Internet Ad Spending 276% Mobile Display & Search 59% Internet Ad Spending/ Capita Digital Halos • Algorithmic advertising • Segmentation and personalization • Context and conversational marketing • Harmonization of themes and messages $3.8 B M&A Tech in 2017 • CIO CMO tension yields to partnerships • Technology-intensive creative agencies • 50% of marketing hiring driven by IT skills • Creative license and governance
  • 19. To sum up: © IDC Retail Insights Visit us at IDC-ri.com 19
  • 20. © IDC Retail Insights Visit us at IDC-ri.com 20 Greg Girard, Program Director ggirard@idc.com @gregorydgirard www.idc-ri.com https://idc-insights-community.com/retail “Thank you!”
  • 21. Mobility for Marketers Anand Sri Ganesh SVP & Business Head, Customer Analytics 21
  • 22. 42% of marketers are planning to build customer loyalty among mobile device users** 36% of In-Store Sales Driven by Mobile and Social* * Media Post, Deloitte Digital - 28th May **2014 report “Getting Mobile Right” by Brand Republic and Netbiscuits 71% of marketers currently use mobile as part of multichannel brand experiences** Mobile channels, integrated with other communication channels, has become a force multiplier Mobility is now mainstream 22
  • 23. Building blocks of mobile marketing ACCESS Convert anonymous consumers to identified customers. Opt-ins create channels and permissions to communicate INSIGHTS Understand your customers, buying behavior, digital channels are critical to timely shopper conversion ENGAGEMENT Target unique buying behaviors and interest groups. Communicate when customer is most receptive 23
  • 24. Access: Converting anonymous consumers to identifiable customers “Opt-in” = the first indication of a customer’s desire to engage Extends the member program or becomes a surrogate for the member program Permission to communicate offers & promotions, brand and marketing messages 24
  • 25. Insights: Understanding the path to purchase 25 Understanding the “always on” customer Behavioral understanding • Preferences • Seasonality – pre-season vs in-season vs markdown Intent – triggers to purchase • Location preferences – proximity to home vs store • Timing – time of day, day of week • Purchase choices Usage behavior • In-app browsing patterns • Social sharing behavior Bringing in Big Data analytics to understand & respond to consumers in real time
  • 26. Engagement: Managing traffic, conversion & advocacy Ubiquitous yet non-intrusive - right time + right message Influence the shopping list with pre-purchase targeting Encourage social sharing Leverage geo-fencing Notify based on multi-channel interactions Targeting & personalization Coupons based on behavioral insights Localized offers and promos Preference based communication Product trials “most likely to buy” 26
  • 27. Beyond promotions: marketing discovery 20% OFF 27 Consumer panel • Stratified samples based on behavioral insights Consumer insights • New product introduction • Packaging and messaging • Price discovery Real-time feedback • Implicit feedback • In-app preferences and favorites • Customer surveys 30% OFF 25% OFF
  • 28. $2B retailer capitalizes on mobile engagement opportunity to enhance loyalty program Cross format retailer adopts Loyalty247 to:  Extend their loyalty card program to include bi-directional engagement  Execute cross-channel targeting and personalization  Co-marketing & targeted advertising in partnership with CPG suppliers  Integrate with existing customer analytics infrastructure to gain comprehensive customer visibility across formats and channels Succeeding with mobile engagement 28
  • 29. Worldwide leader in retail & CPG analytics Vision Be the Chief Analytics Officer for the top companies in the retail & CPG industry Method We bring fundamental change in the way analytics are bought, used, applied, and benefitted from CUSTOMER ANALYTICSMERCHANDISE ANALYTICS Store Ops Finance eCommerce Analytics Know your Customer… Establish a Dialogue Optimize buying, selling, pricing, assortments, placement DATA & PROCESS COLLABORATION PLATFORM & ANALYTICS Analytics Platform for Data Insights, Monetization and Collaboration TargetOne Loyalty247 Customer360 Vendor Insights Vendor LinkFuel Analyzer Chief Analytics Officer for 120 businesses
  • 31. #ManthanMobility Q & A / Panelists Anand Sri Ganesh Senior Vice President and Business Head for Customer Analytics Manthan Systems MODERATOR Greg Girard Program Director, Merchandise Strategies IDC Retail Insights Alicia Fiorletta Senior Editor Retail TouchPoints
  • 32. #ManthanMobility Thanks for attending! Download and view this presentation on-demand at: http://rtou.ch/manthanweb

Editor's Notes

  1. Throughout our presentation we encourage you to interact with our speakers by typing in questions and comments using the questions pane. We will be answering questions live both during the event and after the presentation.
  2. This is the biggest thing to impact retailers and manufacturers in the last 10+ years and this is why an ecomm strategy is as integral to a manufacturer as it is to a retailer.
  3. We – humans are evolving, if you think about it – we want to maximize our own efficiency We want to leverage technology to improve our own lives Service when we need it Personal or not Automation and convenience rule Give up personal information as long as there is something in it for me Cisco study Results show 61 percent of global consumers are willing to shop in an omni-channel, self-service, completely automated store, and 52 percent prefer self-service stations for faster check-out lines Desire for more personal customer service: Although many shoppers want automation when purchasing, consumers are evenly divided, with 58 percent of consumers preferring help from an in-store associate. And when shopping online, slightly more consumers prefer to instant-message with a sales associate (30 percent), or call one on the phone (28 percent) than send an email (27 percent). Mobile shopping experience: Consumers slow to adopt retailer apps •Half of consumers use mobile phone when shopping: Majority 54 percent of consumers use mobile phones when shopping in a store, yet only 27 percent of consumers said they use retail mobile applications.
  4. An Opt in is the first indication of a customer’s desire to engage