The good old neighborhood store is the champion of customer loyalty. The community’s favorite shopkeeper knows everybody and knows customers by heart. Shopping was almost always personalized.
Today, retail strategies call for knowing the customer and listening to their needs and wants. With the deeply personal connection between the shop owner and customers eroded by the coming of giant supermarkets, self-service shopping and mass marketing, technology is being tapped to bring back the good old personal approach. But can this be done?
As much as every retailer wants to retain its customers and re-establish the ‘dialog’ and personal connection, various studies suggest that customers have changed in the way they want to connect with everyone. Today, mobile devices have become the primary mode of personal connection. Not surprisingly, many retailers are jumping the bandwagon and going mobile.
Building a mobile loyalty program, however, is easier said than done. When you use technology to enable conversations, interactions and loyalty, it calls for a strategy. Motorola believes that an application-based approach to mobile loyalty can offer a rich, highly personalized user experience.
Many critical considerations, however, need to be factored in such as security and data privacy.
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