using mobility to nurture customer loyalty
TRANSCRIPT
Using Mobile to Nurture
Customer Loyalty
By Donovan Hardenbrook SCORE 2013 Business Symposium #SCOREPhxBizExpo
Donovan Hardenbrook
Small Business Marketing
MSEE, MBA Tech nerd who loves business
www.leapinnovation.com 2 8/15/2013
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Mobile
• 4 out of 5 consumers use smartphones to shop.
• 95% of smartphone users looked up local information, and of those, 61% called and 59% visited the business.
• 87% of app downloaders have used deal-of-the-day websites like Groupon or Living Social.
• Only .9% of total ad spend is dedicated to mobile.
• 75% of Americans admit to bringing their phone to the bathroom.
www.leapinnovation.com 4 8/15/2013
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Competing Today
• Great products and services
• Ideal customers
• Core differentiation
• Know, like and trust
• Try, buy, repeat and refer
• Great total customer experience
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Customer Experience
Research
Buy
Use
Repeat
Refer
Awareness
Customer
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Loyalty = Success
• Raving fans
• Repeat sales
• Word-of-mouth referrals
• Drives sales growth
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Loyalty on Mobile
• Better Customer Experience
• Always connected
• Targeted advertising
• High ROI
• Customer controls marketing
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"Sure, we're doing work now on the store of the future… It is not only linked to the physical but the digital experience."
- Howard Schultz,
Starbucks, CEO & Founder
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Take Advantage of Mobile
• Define the ideal customer experience
• Optimize website for mobile
• Integrate loyalty program
• Mobile-friendly emails
• Use text advertising
• Get a mobile app
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NEXT STEPS
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