Tag Archives: mobile

PERSONAL CUSTOMER EXPERIENCE… PCX

Mobile 1 to 1– is No. 1

Big data technology keeps giving brands more and more personal information about YOU. The rise of technologies available to brands keeps enabling each brand to know intimate details about consumer behaviors. These technologies deliver opportunities to create more personal, 1 to 1 customer experiences (PCX) that will hopefully earn loyalty from customers, not only for their own satisfaction, but also for giving recommendations to others.

What would now be the brand’s strategy for PCX? It is being reported that there is a billion-dollar market for advertising sales on mobile videos. Major wireless carriers will be selling personalized ads that can target 1 to 1 with advanced Web videos. Digital PCX will also help retailers improve their omni-channel blend between digital, mobile and physical — “brick and mortar”– in innovative ways.

Drawing by Art Winters
Drawing by Art Winters

What does this all mean for the future of PCX? Is the future of media all about our mobile devices? This rapidly advancing mobile age has certainly created remarkable omni-channel experiences for consumers everywhere in the world, from obtaining instant news, entertainment, to shopping options galore. The interaction that must now be an essential factor for developing strategic PCX is and will continue to be mobile.

With the newest mobile technology in the hands of the customer, retailers are increasing their use of mobile devices to enhance the in-store sales associates’ ability to better serve their customers face-to-face. Whether it is to check prices of competitors; expand the inventory beyond what the store can or does carry; read reviews; arrange for special ordering and shipping; and even to geotarget customers with special and relevant offers as they move through the store.

A newer app option to explore is the concept for visual searching – photographing an item seen on someone while in the street and asking the retailer what they have that is similar.

people

Both the brand and retailer’s mission is to help the customer enjoy the shopping experience and deepen the relationship between them.

What new PCX technologies have you experienced and enjoyed?


Arthur & Peggy Winters co-teach SXB 200 Brand Marketing Communications for Image & Meaning and SXR 050 Intro to Branding: The Art of Customer Bonding.

From MADMEN to MADMOBILE The Next Era of Advertising and Promotion

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Advertising and Promotion (AdPromo) is now developing a new I.D. for marketing communications, which we could call MADMOBILE. This is recognition of the blending of Social Media, Global Technologies, and 2-way mobile communications. Much has been discussed about what advertising and promotion will get to be. Mobile advertiser/customer engagement and exchange in social media is the big think in AdPromo’s quickly changing present and exciting future.

The thinking behind some new innovations is to provide “glocal–(Global Localities) –with—mobile” opportunities for local AdPromo. Those on the forefront for developing these new services are employing their knowledge of changes in consumer behavior, which is being caused by, and satisfied by, the ever-expanding presence of Smartphones and social media.

These give the advertiser and promoter the opportunity for the delivery of local marketing communications. In the past, and still in the present, big business with its big money has used AdPromo to knock out small business. Many small-businesses can now make the most of the opportunity to advertise and promote to specific local targets through mobile “MadPhones” with a smaller, more effective and efficient budget.

In addition, there are recent connectivity innovations that enable customers to learn of a promotion without being in or even near a store, along with advances in Near Field Communications (NFC), receiving contact when they are passing near the brick and mortar store. More and more, retailers are encouraging word-of-mouth referrals by loyal customers, which is helping to build their loyalty through interesting engagements and an active relationship.

For now, customers are able to find advertising and promotions on their phones and tablets. Most importantly, a store can launch its advertising for a promotion in a few minutes, designing the message for today’s deals and targeting a specifically valued customer. The opportunity for retailers to present promotions in real time is a salient feature of the New World of MADMOBILE.

MadMobile drawing by Art Winters
drawing by Art Winters

 

Arthur & Peggy Winters co-teach SXB 200 Brand Marketing Communications for Image & Meaning and SXR 050 Intro to Branding: The Art of Customer Bonding.

RETAILOR-MADE… CUSTOMIZED CUSTOMER EXPERIENCES THROUGH MOBILE ENGAGEMENTS

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RETAILORS might remember, as we have often suggested, to make their brand management an ongoing process of reinventing customer experiences and providing more personalized mobile engagements. For retailors, their creative strategies must now be based on their target customers’ own positioning of their most relevant attributes, differences and behaviors. Customers’ self-brand perceptions rely on their omni-present sources of contact, information and cultural sharing. The concept of “everywhereness” is a current zeitgeist in the mobile world, as exhibited in the Tracfone Everywhereness commercials.

Retail innovations by leading retailers mandate that all their strategic planning is a brand retailoring that evolves from their study of the current evolution of our species, technologically. Quickly gone is the concept of the physical “retail store” as a shopping destination or necessity. Struggling to remain relevant is the mission, “should you choose to accept it.” We hope it will not be a “Mission Impossible.”

Drawing by Art Winters

There is no doubt that mobile is now a bio-digital part of the customer, aka 21st Century Human. For example, living within all the “everywhereness,” retailors must consider that there is a stronger customer’s need for individuality, as exhibited through an interest in fashion tailor-mades or bespoke products – from clothing and accessories to automobiles. Mobile customers are quickly adopting and increasing their mobile “self-styling” options. Changing their shopping behavior more readily than those who are store-only shoppers. Retailors are building their “everywhereness” opportunities to attract more customers with new personalized mobile apps and interactive options.

Inevitably, retailers have to consider “showrooming” as a challenge. How should they strategically respond to this use of their physical store as a showroom and the Internet sites as the P.O.S.? Certainly the retailor is actively working to provide targeted CX (Customer Experiences) that offer personalized mobile and in-store service and incentives that would also advance their NPS (Net Promoter Score). Also, brand managers should be creating new, innovative, and more customer interaction options for their ever-changing loyalty programs and tailor-made offerings. The retailor must realize that since mobile technology enables the customer to shop many stores on their own time, from wherever they choose, it is time to get creative and inventive. Work at brand “relate-ability” with self-visualizations of value and helpful relevant touch points for the customer’s tailor-made desires.

Our thought is: “If retailers want to be anywhere, they must now be everywhere.”

 

Arthur & Peggy Winters co-teach SXB 200 Brand Marketing Communications for Image & Meaning and SXR 050 Intro to Branding: The Art of Customer Bonding.