CUSTOMER LOYALTY IN THE DIGITAL AGE Prepared by: Alok Ranjan
CUSTOMER LOYALTY IN THE DIGITAL AGE
Preparedby:AlokRanjan
THELOVEISEPHEMERALTheriseofdisrup-vetechnologieshascompletelybaffledbrandsinreachingouttotheirconsumers.Tokeeptheconsumersengaged,itisimportantforbrandstorevisitandredesigntheirloyaltyprogramstosuittheneedsoftheconnectedconsumers.
Picturecourtesy:TomFishburne,Marketoonist.com
CONSUMER2.0–THECONNECTEDCONSUMER
3
Research&purchaseonsmartphone
41%
Researchonsmartphone,butpurchasein-store
46%
Researchonsmartphone,butpurchaseoncomputer
37%
Researchonsmartphone,visitedstoretochecktheproductbutpurchaseon
computer
19%
Researchonsmartphone,visitedstoretocheckthe
productbutpurchaseonsmartphone
18%
Visitedthestorefirst,thenpurchasedonsmartphone
8%
MulP-Screen
Purchase
Behavior
Source:GoogleZMOT,2012
73%71%
69%
68%
67%
64%63%
63%
61%
60%
60%51%53%
49%
52%
53%33%
37%
22%34%
55%
Learnaboutnewproducts
GeneralInformaPon
SubmitOpinions
ExclusiveinformaPon
Reviewsandproductrankings
FeelConnectedCustomerService
Beapartofacommunity
Event/promoPonparPcipaPon
Purchase
Discount
Brands Consumers
WhatConsumersWantsvs.WhatBrandsOffer?
Source:IBMInsPtuteofBusinessValue,2013
Thetechnologicallyempoweredconsumernowvaluesrela-onship,authen-cityandnoveltyinabrand.Increaseinnumberoftouchpointshavecreatedachallengeforbrandstoretainthecustomers.Further,thegapindeliveringvalueproposi-onhasanadverseimpactonbrandloyalty.
80%
8%
Companies
CompaniesthatbelievetheyprovidesuperiorvalueproposiPon
Companieswhosecustomeragree
DeliveryGap
Consum
er-Brand
DeliveryGa
p
Source:BainConsulPng
CONSUMERDECISIONJOURNEY–ADAPTINGTOTHENEWNORMAL
4
Awareness
Familiarity
ConsideraLon
Purchase
Loyalty
OldSchoolofPurchaseDecision
Momentof
Purchase
EvaluaLon/InformaLonSearch
BrandLoyalty
AUerPurchaseExperience
TriggerIniLalConsideraLon
NewSchoolofPurchaseDecision
Oldmodelofpurchasedecisionisnolongervalid.Thenewdecisionjourneymakesitimpera-veforbrandstoenhancecustomerexperienceinordertoretaintheircustomers.
PURCHASETRIGGERSFORCONSUMERS
5
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Abundanceofavailableproductinforma-on,near-perfectpricetransparency,specialdeals,fillingthein-storeinforma-ongap,productrecommenda-ons,andsmarterstoreexperience(customizedrecommenda-ons)triggerbrandloyaltyinthedigitalage.
87%BeforevisiLnga
store
79%WhilevisiLnga
store
35%AUervisiLnga
store
ConsumerslookingforproductinformaLon
35%
36%
39%
70%
71%
75%
Coupons/Deals
OnlineVideos
SocialNetwork
PhysicalStores
E-commercefirms
SearchEngines
SourcesofProductInformaLon
Myth Reality ExplanaLon
Searchresultssendconsumerstoe-commercesites Searchresultsarepowerfulwaytodriveconsumerstostores OnlineinformaPonfillsingapandmoPvatesstorevisits
Oncein-storeconsumerbeginslookingattheirsmartphones,storeloosesaeenPon StoresgrabaeenPonthroughretailapps/mobilesites 42%consumersresearchproductonmobilewhileshopping
in-store
Consumersvisitstorestotransact Consumersnowexpectcustomizedin-storeexperiencethanjusttransact
69%consumerspreferphysicalstoreforinformaPonduringdifferentphasesofpurchaseprocess
LOYALTYPROGRAMS–FACILITATEBRANDADVOCACY
6
92%
72%
87%
82%
76%
AsiaPacific
Europe
MiddleEast/Africa
LaPnAmerica
NorthAmerica
57% 46%
ConsumerPurchasebehaviorinfluencedbyloyaltyprogramPedtoa
retailer
ConsumerPurchasebehaviorinfluencedbyloyaltyprogramPedtoa
brand
80% 70%
ProgramsareworthparLcipaLng
ProgramsarepartofrelaLonshipwiththe
company
2XVisitorIncrease
4XSpendingIncrease
88%HigherProfit
Source:Maritz
Source:Maritz
Source:Nielsen
LoyaltyProgramsfacilitatepurchasedecisionstoagreaterextenttherebyinfluencingcustomerengagementandimprovingmargins.
Consumersaremorelikelytopurchasewhenofferedloyaltyprogram
LoyaltyProgramsIncreaseMarginsConsumersAgreetoLoyaltyPrograms
BESTPRACTICES–ANALYZINGWHATISRIGHT
7
55%
51%
51%
36%
22%
Easeofredeemingrewards
Monetaryrewards
Easeofearningpoints
Accesstoexclusivedealsandcoupons
EasyenrollmentopPons
WhatCustomersWant?
34%
70%
64%
14%
Morerevenue
CustomerretenPon
Customerengagement
Beeercustomerexperience
WhatBusinessesWant?
60%firmsconsiderloyaltytobeastrategicpriority(Forrester).Itisnecessarytostrikeabalancebetweenwhatconsumersdemandandwhatisoffered,keepingfirmsexpecta-onsinsyncwiththeirbusinessobjec-ve.
Source:Mintel
Source:Forrester
DefineprogramobjecPves Offercross–channelcustomerexperience
Engagewithconsumers Innovatewithnewchannels
Createvaluethroughpersonalizedexperience ProvidevaluebeyondtradiPonal
Nocustomerisequal UsegamificaPon
CommunicateeffecPvely Believeindata
HappyCustomer
CriLcalSuccessFactorsforaPerfectLoyaltyProgram
DESIGNINGTHELOYALTYPROGRAM
8
Theconnectedconsumerdemandsaunique,transparentandcustomizedloyaltyprogramfromorganiza-onsthataidsthepurchasedecision.Itisimpera-veforfirmstoleveragestrategicdirec-onadoptedbytheindustryleadertodesignatailormadeloyaltyprogramtotheircompe--veadvantage.
TheSuccessfulloyaltyprogramaddressescustomerexpecta5ons,buildstrust,ensuressa5sfac5onanddevelopsasenseofbelongingnessforthebrand.
IdenPfyconsumertouchpoints
Mapbusinessprocesses
Defineprogramgoals&businessoutcomes Segmenttargetgroup Defineprofitability
drivers
DefinemeasurableanalyPcs
Formulatepartneringstrategy
DesignincenPvestructure
DeviseintegratedmarkePng&communicaPon
strategy
Tools&vendoridenPficaPon
VALUEDRIVERSOFTHELOYALTYPROGRAM
9
Customertouchpoints&Businessprocessmapping
Defineprogramgoals&Businessoutcomes
TargetgroupsegmentaLon
Profitabilitydrivers
Definedata&analyLcs
Partnerstrategy
DesignincenLvestructure
IntegratedmarkeLngstrategy
Tools&vendoridenLficaLon
˃ DefineconLnuumoftouchpointsforconsumers˃ ListprocessesandidenLfyvalueintegrators˃ Develop/Maintainprogramspecificstrategies
˃ ManageprogramcommunicaLons˃ IdenLfyexpiringinventoryandpurchasefrequency˃ ManagegovernanceformostvaluedandinacLvecustomer
˃ ManagetechnologylimitaLonsandprograminerLa˃ MovebeyondLeredsegmentaLonandidenLfyprofitabilitydrivers˃ RiskmiLgaLon
˃ Performprofitabilityplanning˃ Manageserviceusagelevels˃ Performgapanalysis˃ Managedatafromdisparatesystems˃ Setparameterstodrawinsightsfromavailabledata˃ DefineloyaltyanalyLcs˃ IntegratedmarkeLng&loyaltyanalyLcs˃ Definepartneringformat(Single,MulL-partner)˃ Financialviabilityofpartnership˃ BrandadracLveness˃ IdenLfyincenLveareas˃ DefineconsumerbehaviorforeachincenLveareas˃ RedempLonrules˃ Manageregulatorycompliances˃ Devisecross-channelmarkeLngstrategy˃ ReacLve&proacLvemarkeLngcommunicaLonstrategy˃ LoyaltymarkeLnglifecyclemanagement
˃ GapanalysisofexisLngresourcesvstoolsdesired˃ Requirementmappingavailableservices˃ Setcriteriafortechnical&funcLonalevaluaLon
Firmsshouldevaluatedriversoftheloyaltyprogramtogaincompe--veadvantage.Tailoringoffers,providingancillaryservicesandincreasingswitchingcostwilladdtothecompe--veposi-oningofthefirm.
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