AWARENESS CONSIDERATION PURCHASE RETENTION ADVOCACY

The New Customer Lifecycle: Engaging Today’s Connected Consumers

Traditionalcustomer lifecycle

Mobile technologies have turned customers

into moving targets, making it challenging for

retailers to effectively engage customers at

each stage of today’s incredibly complex

customer lifecycle.

of Millennials have

bought a product on

their phones

of Millennials use their

device to check prices

while shopping

who find helpful information

in local search results are

more likely to visit the store

42% 59%

Conversions increase 133%

when consumers see positive

social media reviews before

making purchase decision

say personalization plays a role in their purchasing decisions

86% Retailers who use push notifications see app user retention increase by over

10%

3 4

Today’s customer lifecycle

Smartphones, tablets, email, apps, and push

notifications have drastically changed today’s

shopping experience. No matter their age,

customer expectations are driven by technology

and retailers must use these digital channels to

engage customers at each stage of the lifecycle.

A mobile customer engagement platform helps retailers put their customers first -

no matter where they are - by delivering personalized messages and experiences

across screens. Insufficient technology or adherence to a traditional linear customer

lifecycle won’t cut it anymore. The bottom line is that your customers are more

connected than ever, and if you don’t engage them, someone else will.

Sources:

http://www.globalwebindex.net/blog/46-of-internet-users-purchasing-via-mobile

http://www.razorfish.com/binaries/content/assets/ideas/digitaldopamine.pdf

https://www.thinkwithgoogle.com/articles/how-digital-connects-shoppers-to-local-stores.html

http://www.gigya.com/blog/5-stats-that-prove-businesses-must-personalize-to-win-customers/

http://www.adweek.com/socialtimes/how-to-double-user-retention-with-push-notifications-urban-airship-shares-best-practices/526161?red=im

http://www.business2community.com/social-media/106-amazing-social-media-marketing-statistics-2014-2015-01151764#CUubLmB4EWPp0L9l.97

http://www.brainsins.com/en/blog/social-media-shopping-statistics-2015-infographic/3727

90%

Send a web push notification as a customer walks by your store

Offer barcode scanning through your app for additional product information

Offer click-and-collect

Utilize beacons to enrich the in-store customer experience through your appOffer Apple Pay to

provide a frictionless checkout process

Use single URL for easy social sharing

Provide exclusive offers to app users through push notifications

Target social media users with location-specific Twitter ads

Streamline the checkout flow across screens

Optimize mobile web for local search

trust peer recommendationson social media