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Entertaining the Masses, A Mobile Marketing Approach

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By: Andrew Levi, CEO of Blue Calypso

Take a look around at any city attraction or entertainment event you go to. Whether it be a sports game, concert, bowling alley or amusement park, there’s a very good chance you’ll see dozens of people on their mobile devices answering a text or call, snapping a photo with friends or scrolling on their social media accounts.

While some entertainment venue owners can find this frustrating as attendees might be paying more attention to their phones than the actual event, they should look at the situation from a different angle. Because smartphones are practically glued to our hands, there’s a huge opportunity to market to and engage with consumers via their mobile devices. Instead of worrying if they will see your flyers, billboards or digital displays, take the message to the device their already using.

There are a multitude of mobile marketing campaigns that entertainment venues can implement, but two in particular stand out – SMS text codes and beacons.

SMS Text Codes

A text code, also known as an SMS short code, uses a keyword and a 5-6 digit phone number to engage individuals and invite them to opt in to a text program. To do this, customers must send a text message with a specific keyword to the designated number, such as “BASEBALL” to 55555. Once the text is delivered, they will receive a message back confirming their participation and can be provided several options from there:

  • A link to a digital reward, such as a coupon to show to the merchandise counter
  • Multimedia messages like videos and photos of their favorite players
  • A link directing them to a branded microsite that could direct them to real-time game updates or behind the scenes exclusive information

Two great real-world examples of this can be found through Blue Calypso’s recent partnerships with North Texas Performing Arts (NTPA) and the Salem Red Sox minor-league baseball organization.

  • NTPA: By opting in, theatre goers accessed a customized microsite offering information around upcoming shows, auditions, quick links to become a member, donate and purchase tickets. In addition, the microsite enabled and encouraged advocates of the theatre to share their support within their social communities, amplifying the message through digital word-of-mouth marketing.
  • Salem Red Sox: To provide the best in-stadium fan experience possible, the team will provide game updates in the event of inclement weather, as well as offer deals and promotions to fans who have opted in.

Text codes are a popular strategy that all entertainment venues and attractions should consider regularly deploying at events. The costs to send a message to those subscribed to your list is extremely inexpensive (think a few cents per message). Additionally, text codes have an extremely high market penetration rate. Nearly all mobile phones today have text messaging capabilities, making it the most widely-used basic feature. With 90 percent of Americans owning a cell phone, according to Pew Research Center, this ensures that nearly everyone is capable of receiving messages.

Consider implementing various text codes throughout the venue to offer attendees discounts on food, drinks and merchandise. Also, this tactic could be used to enter fans into a sweepstakes or giveaway contest. Consumers are likely to participating in a marketing campaign that does not require much effort for them, but still offers a great reward.

Beacon Technology

The next level up after text codes are beacons. These are small, portable devices that can be placed anywhere in a venue or nearby location. The technology relies on a smartphone’s Bluetooth connection to transmit information directly to a mobile app listening for the beacon’s signal. These devices are highly cost effective (with the average beacon costing just $25) and are bought through mobile solutions companies that often provide the software needed to program and manage the messages being delivered.

Whether it be a universal or branded one, the customer must first download an app connected to the attraction or venue that will listen for the beacon’s signal. Once the beacon is initially connected and the customer opts-in to receive information, the user’s smartphone will automatically begin receiving messages. These are delivered each time a connected smartphone passes by a beacon, regardless of whether or not the app is open at the time.

Like text codes, the possibilities of beacon triggered messages are endless. If deploying both, utilize beacons not only as a way to push discounts and promotions, but also to increase engagement with customers. For example, a zoo could install beacon devices around each exhibit and offer fun facts on the specific animals that live there – providing potentially exclusive information to guests who have the zoo’s app.

Both marketing tools allow participants to customize how they want to engage with the brand before, during and after their visit. In addition, entertainment business owners are able to collect customer data – giving them a direct insight into how their audience wants to interact with their brand.

Today, the traditional marketing tactics can still work to engage guests at entertainment venues, but it should not stop there. Continue to deploy a balance of promotional and informational mobile marketing tactics to build a loyal fan base that will in turn increase regular attendance and incremental revenue.

Andrew Levi is the founder, chairman of the board, chief executive officer and chief technology officer of Blue Calypso, an innovator and pioneer in the development and delivery of location-enabled mobile engagement solutions. Using its patented cloud-based platform, the Blue Calypso solutions elevate the consumer shopping experience through an engaging in-store mobile immersion, while capturing real-time shopper behavioral analytics for retailers and brands.

 

3 Strategies For Mobile App Adoption Success

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They say Rome wasn’t built in a day. Well, despite our best efforts, neither is mobile app adoption. Today every retailer seems to be exploring the possibility of developing a mobile app, with many already in deployment.

mobile app adoptionWhile creating the app is one thing, generating adoption is an entirely separate challenge. Mobile use today is an integral part of the shopping experience, with customers searching price comparisons, reading reviews and scanning for coupons all while in-aisle. However, they are utilizing their mobile browsers to do this pre-purchase research, as opposed to an app. In fact, according to a recent survey conducted by Forrester Consulting, 60% of U.S. consumers only have two or fewer retailer apps on their smartphones, and 21% don’t have any at all. Additionally, half of the respondents said they use the retailer apps only once a month or less.

Reading statistics like this can be a deterrent from implementing a mobile app, as the challenge seems daunting, if not impossible. However, it is achievable as there are several retailers that have found major success engaging customers via their mobile branded apps. In order to achieve adoption and create a loyal customer base for your app, consider implementing these three long-term strategies.

  1. Marketing Efforts

Retailers must remember to market their app, just like any other in-store promotion or special sale. Awareness of the app’s existence must first be established before adoption and engagement. While this process can take time, it pays off in the long run through downloads and customer engagement. Strategize on how to best educate consumers about the mobile app and its offerings, whether through special point-of-purchase displays or an online microsite. Then, ensure every piece of in-store collateral and digital content, including social media sites, has a call to action to remind visitors about the app and direct them to download it. Consider offering an incentive, such as a coupon or discount on their next purchase, which will yield more consumer participation.

  1. Value Proposition

In order for customers to utilize an app regularly, there must be a value proposition that simply cannot be ignored. A great example is Walmart’s Savings Catcher app that scans a customer’s receipt and compares the retail giant’s prices to its competitors. Guaranteeing low prices is something Walmart has said for years, but now it is proved with this price comparison tool. If it does find a lower price, the retailer will pay consumers the difference. In only a couple of seconds required to scan the receipt, customers can have extra cash in their pocket. Talk about minimal effort and potentially big rewards! To excel in this same way, research customer behavior and shopping habits to understand how they would prefer to use technology when engaging with the brand, and develop the app accordingly.

  1. Exclusive Offers

Building app loyalty is the second greatest challenge behind adoption. To encourage regular use of the app, retailers must consistently offer exclusive deals and promotions that can only be redeemed via the app. This will prevent the drop-off that happens when shoppers download an app to get the initial deal, discount or other promotion but then fail to use it again. Utilize in-aisle beacons to send alerts to their smartphones on in-app offers. The key is for customers to use the app on every shopping journey, not just every now and then. The more often they use it, the more it will become habitual.

Mobile app adoption can be difficult for retailers, especially when the app is brand new. If you are not ready to develop an individual branded app, consider using a universal app. This solution acts similar to an individual app but allows consumers to find additional information from other participating retailers as well. Some universal apps even mold to the retailer’s signature look and feel when opened in-store and can provide the same effect as a branded app, without the resources required to develop one from scratch. Regardless of which app option utilized, take time to understand specific customer preferences and what motivates them first in order to have a greater success. With a little patience and perseverance retailers can capitalize on consumers’ dependency on their mobile phones and provide a resource that will become a routine part of their shopping journey.

Andrew Levi is the CEO and CTO of Blue Calypso. He can be reached at alevi@bluecalypso.com.

Pump to Purchase — A Mobile Path to Sales for C-Stores

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By: Andrew Levi, CEO of Blue Calypso

Each year thousands of dollars are spent at the gas pump with the average consumer filling up their car once or twice a week – depending on the type of vehicle and their commute time. While we stop at the gas station frequently, the popularity of self-service payment options eliminates the need for customers to go inside, unless they stop in to use the restroom or grab a quick snack and drink. So how do convenience stores drive consumers to regularly make in-store purchases beyond these one-off scenarios?

Below are four mobile marketing tools for building a loyal shopper base and driving patrons from the pump to the purchasing counter:

  1. Mobile Apps

Whether using a branded app or a universal app that molds to the store’s signature look and feel, there are multiple options for utilizing a mobile app. Convenience stores can create a digital coupon book in the app where customers have the option to flip through the “pages” for different products they are shopping for. This can serve as a way to entice shoppers to purchase basic items that they would normally get at a grocery store (think bread, butter, paper towels or cleaning supplies) at the convenience store for a discounted price.

Additionally, stores can establish loyalty programs with regular patrons to track their visits, purchases and points earned through the app allowing them to earn rewards for reaching a certain number of visits each month or dollar amount spent. Rewarding loyal customers through the app will keep them using the technology more frequently.

  1. Text Codes

Text codes can be a great way to engage consumers who may not be ready to use an app, but still want to receive discounts or special offers. Stores can create awareness with signs on gas pumps that have a call to action for guests to text a word, like “MILK,” to a phone number to receive a special offer, such as half off on all gallons of milk. This is a great way to encourage impulse buys, where the customer may not have thought to go in the convenience store to grab items on their way home.

Additionally, text codes can be used to enter patrons into free giveaways or raffles to create a fun element to engaging with the brand. People love free items and the chance to win “free drinks for a month” or “a tank of gas on us” will incentivise guest participation and leave a positive lasting impact. Remember – the better a brand’s reputation, the more frequent the shopper!

  1. Beacons

Beacons are portable devices that can be placed virtually anywhere and rely on a Bluetooth connection to transmit information directly to the customer’s smartphone once the device is paired and listening for the signals. This technology can be used to deliver promotions, special offers or store alerts to customers in the nearby area.

Because beacons are so versatile and can send virtually any kind of information, stores have the ability to get creative when implementing them. For example, if a competing gas station on the opposite corner is known for not being very sanitary, consider sending alerts saying “Clean restrooms here! Checked on the hour, every hour.” to bring customers into your store and increase the chance of them buying something while they are there. The frequency can be narrowed or expanded to reach cars at individual pumps or the entire block, so remember to check those settings when implementing.

  1. Social Media

Engaging consumers on social media is a major step to building a loyal group of customers. Beyond promoting store information, consider offering fun facts or useful advice, such as the average amount of times we fill up our cars or best tips to having successful roadtrips, especially offering items that are sold in-store.

Additionally, let customers know they can contact you on social media with any complaints or suggestions they have on new products to sell, and then respond to their posts. Brands that have the most social media success understand that they must be transparent and acknowledge that both delivering and openly receiving information are imperative to a solid strategy.

Convenience stores these days must move beyond traditional marketing and carefully consider mobile tactics to implement. Consumers are constantly on their smartphones, especially as they fill up their tanks. Therefore, reaching them on these devices is a new way to get them to walk inside and begin regularly shopping at convenience stores. Consider executing these tools in your marketing efforts, and you’re sure to see a loyal customer base grow.

Andrew Levi is the founder, chairman of the board, chief executive officer and chief technology officer of Blue Calypso, an innovator and pioneer in the development and delivery of location-enabled mobile engagement solutions. Using its patented cloud-based platform, the Blue Calypso solutions elevate the consumer shopping experience through an engaging in-store mobile immersion, while capturing real-time shopper behavioral analytics for retailers and brands.

 

I Built It. They Did Not Come.

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By: Andrew Levi, CEO of Blue Calypso

Today it seems every shopper uses their smartphone in some way or another on the path to purchase. Whether it be searching for and redeeming coupons, looking up price comparisons or browsing product reviews, the mobile phone has essentially become an integrated part of the shopping experience, both in-store and online.

So why then, are retailers still struggling to increase mobile app adoption? According to a recent survey conducted by Forrester Consulting, 60 percent of U.S. consumers only have two or fewer retailer apps on their smartphones, and 21 percent don’t have any at all. Additionally, half of the respondents said they use the retailer apps only once a month or less. Unfortuantely, the trend seems to be that consumers are more frequently turning to mobile websites than the mobile apps themselves.

However, this should not deter retailers who are interested in implementing a mobile app, as it can be very effective when executed correctly. Whether developing a branded app or using a universal app that molds to the retailer’s signature look and feel, there are three key components to increase adoption rates.

Broaden marketing efforts on the app itself. On every branded marketing piece, from point of purchase (PoP) displays to social media sites, there should be a call-to-action pointing consumers to the mobile app. Greater awareness of the app’s existence can help drive adoption and engagement. For digital efforts, retailers should have a direct “click to download” link on social media sites and websites to save consumers the added step of searching in the app store. On print or in-store collateral, consider offering an incentive for consumers to download the app, such as a coupon or discount on their next purchase. Consumers are more likely to participate if they are able to get some kind of instant gratification from it.

Find and show the true value of the app. Retailers who have a clear and simple purpose for their apps are typically the ones to thrive. For example, Walmart’s mobile app has skyrocketed to being one of the top retailer apps because it found its valued sweet spot – the Savings Catcher. The price comparison tool scans a customer’s receipt and compares Walmart’s prices to its competitors. While the app can do more, such as scanning for in-store availability and offering coupons, the retail giant understands its customers primarily use the app for the Savings Catcher and market it accordingly. To excel in this same way, research customer behavior and shopping habits to understand how they would prefer to use an app for your brand, and develop it to target that behavior.

Offer app exclusives to build loyalty. Once customers are interested in engaging with the app because it fits their demands and provides true value to their shopping experience, the challenge then becomes to keep them engaged. Some shoppers will download an app to get the initial deal, discount or other promotion but then never use it again. To avoid this, entice shoppers by offering weekly exclusive in-app coupons or offers that can only be redeemed in-store using the mobile app. Additionally, set the app to remind customers of the exclusive offers when they walk into the store using beacon or NFC technology. The key is for customers to use the app on every shopping journey, not just every now and then. The more often they use it, the more it will become like habit and loyalty to the app and to your brand will increase.

Mobile app adoption can be difficult for retailers, especially when the app is brand new. However, taking the time to understand specific customers preferences and what motivates them will help tailor marketing efforts and app development. With a little patience and perseverance retailers can capitalize on consumers’ dependency on their mobile phones and build an app that will become a routine part of their customers’ shopping journey.

Andrew Levi is the founder, chairman of the board, chief executive officer and chief technology officer of Blue Calypso, an innovator and pioneer in the development and delivery of location-enabled mobile engagement solutions. Using its patented cloud-based platform, the Blue Calypso solutions elevate the consumer shopping experience through an engaging in-store mobile immersion, while capturing real-time shopper behavioral analytics for retailers and brands.

 

The Magic Ingredients to a Successful App

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By Andrew Levi

With 51 percent of mobile users utilizing apps while shopping in-store, retailers have an opportunity to impact consumers and turn them into loyal customers right where they’re already engaging — on their smartphones. Hundreds of apps are available to download, but the ones that will remain in the marketplace are those that leverage a user’s daily routine, as recently stated in comScore’s 2015 U.S. Mobile App Report.

Starbucks and Dunkin’ Donuts stand out as great examples due to their ability to capitalize on their customers daily habit of buying coffee. In addition, Wal-Mart, Target and Kohl’s have also found success with their apps by rewarding their most frequent customers with in-store coupons and savings features while they shop. Although they all stem from simple concepts, these apps shine at delivering convenience and value, making them an integral part of their customers’ shopping experiences.

So how can other retailers develop successful mobile apps? First, they must analyze their current mobile marketing goals and look at the two options available: a branded app or a universal app. Both options provide consumers with a single, mobile-centric source for information. A branded app is specific to one retailer, while a universal app encompasses a group of participating retailers. Through an app, brands and retailers not only serve as an all-in-one resource, but valuable data collected over time will allow them to push out more relevant and personalized content, making the shopping experience more positive, engaging and unique to each visitor who walks through their door.

A branded app gives the retailer complete control over the experience, look and feel of the app, as it’s developed by an internal team at the company. This can prove to be a great success, like Starbucks, or end up costing the company an immense amount of time and money with little return. To minimize this risk, retailers can also take part in a universal app solution by working with a third party to host their own branded microsite (with similar capabilities to the branded app), all within an already established universal app that houses a network of retailers.

To be successful in either approach, two key ingredients must be considered:

Personalization
A recent study by Bank of America revealed that 71 percent of the respondents sleep with or next to their mobile phones. This just confirms what we all already know — using smartphones is personal! With that being said, consumers don’t want to feel like using a retailer’s mobile app is purely a business transaction, as this can hinder the overall shopping experience. Instead, businesses should combine and analyze the data collected about their shoppers to get a better understanding of their buying behavior. Data such as consumer traffic figures with point-of-sale information, marketing activity, average transaction values, conversion rates and return visits can help businesses build a comprehensive customer profile. This info enables retailers to focus on the “Three R’s” — delivering the right shopper insights to the right decision maker at theright moment — leaving the consumer with a highly personalized and unique shopping experience.

Convenience 
From offering deals for items that are already in a shopping cart to customized store maps based on a shopping list, the ease and convenience that a mobile app can offer to shoppers is limitless. Smartphones put power in the hands of consumers by enabling them to find information on any product from any retailer right at their fingertips. With all this information so easily accessible, businesses need to ensure that their apps are delivering this exact information just as readily. Otherwise, consumers will simply open their smartphone’s internet browser to search for themselves, and in worst-case scenarios they may even remove your app from their device if it lacks this kind of usefulness.

Retailers that can achieve personalization and convenience, while assisting in a consumer’s daily routine, are sure to see an increase in app adoption, brand loyalty and engagement. Mobility has changed the retail industry forever, and for retailers to truly find success, they must invest in their customers’ shopping experiences and find new ways to consistently engage with them over time.

Andrew Levi is the founder, chairman of the board, chief executive officer and chief technology officer of Blue Calypso, a developer of patented mobile consumer engagement solutions.

Restaurants and Beacons: Friend or Foe?

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By: Andrew Levi, CEO of Blue Calypso

According to new findings by ABI Research, the use of beacon technology is set to hit the mainstream market this year, following a strong third quarter in 2015 in shipment data and contract figures. Thus far, traditional big box retailers such as Wal-Mart and Target have rolled out and began testing this technology. However, several other industries, such as restaurants, are looking to break into the beacon movement as well. While still a fairly new concept, especially for the restaurant industry, there are a multitude of deployment options available to increase customer engagement.

 

So what is a beacon and how does it work? These portable devices can be placed anywhere in a restaurant, or nearby location, and rely on a smartphone’s Bluetooth connection to transmit information directly to a mobile app that is listening for the beacon’s signal. They essentially create that “tap on the shoulder” that allows restaurants to send information to a customer’s device. Once the beacon is connected, consumers no longer have to activate or scan a code to receive special offers or engage with the restaurant. Instead, the information is automatically delivered to their smartphone once they walk past the beacon, allowing them to opt in as they freely enter and exit the restaurant each time they visit.

Below are five ways restaurants can begin experimenting with beacon technology in their stores today.

  1. Marketing Messages

When initially deploying beacons, restaurants should use the technology to ping customers with marketing messages when they enter the location or are nearby. Offering coupons or special daily deals can entice customers walking by to have lunch or dinner at the restaurant. Once they enter the establishment, restaurants can send a message thanking them for their patronage and offer a discount on appetizers to use on their next visit. Sending marketing messages to consumers can be a good first step for restaurants looking to get their feet wet in the beacon pool.

 

  1. In-Store Service Messages

In today’s fast-paced world, consumers prefer dining out and visiting restaurants that have quick and efficient service – no matter how busy the restaurant is or what time of day it is. What if beacons could let customers know what the current wait time or table availability is at the location even before they entered? By installing beacons a few blocks away or in the parking lot down the street, restaurants can notify customers ahead of time to provide this real-time information, and help consumers make better purchasing/experiential choices. While this might turn away potential guests, the location’s transparency will leave a positive, lasting impact on the customer for future visits.

 

  1. Customer Feedback

Restaurants that want to remain transparent and focus on consistently improving their customer’s experience can take even one step further to ensure customer satisfaction. Beacons can notify guests as they exit the restaurant to fill out a short survey about their experience. Customers can then state their comments and opinions in real-time directly to the establishment without any direct confrontation. By asking for this feedback, restaurants are showing how much they care and guests will appreciate that.

 

  1. Ordering and Payment Options

Beacons also have the ability to offer customers ordering and payment options right at the table. The customer simply has to move their device in close proximity to the beacon at the table in order for it to pull up a menu on their mobile device through an app or microsite. This allows customers to browse the menu and potentially begin ordering drinks or appetizers without delay. At the end of their meal, they can even pay their bill right from their phones. This technology will complement in-person service by allowing guests to begin the ordering process at their own convenience and by allowing them to pay and leave without having to wait on anyone. Since so many customers want self-service options these days, this enables restaurants to tailor the in-store experience to accommodate that.

 

  1. Behavioral Analytics

The more information a restaurant knows about its visitors, the better it can adjust menus, happy hours and other promotions to correspond to their guests needs and wants. When a customer opts in, the technology will begin collecting data every time they receive a marketing message, fill out a feedback survey or use the table-side beacons. By learning how to best engage with the customers and technology, restaurants will have more insight into their visitors’ unique behavior, wants/needs and preferences. This will equip them to begin targeting guests more strategically and ultimately provide a better overall experience for their visitors to keep them coming back!

 

Restaurants have several options for engaging with their customers via mobile technology, from basic marketing messages to feedback requests. No customer wants to be overloaded with information; however, when used in moderation and appropriately, beacons can have a real impact on engaging customers and creating unique, tailored dining experiences. We believe this year will be the turning point when more retailers of all sizes begin deploying beacons, and the restaurant industry is no exception.

Predicting 2016: Shopping Trends to Watch For

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By: Andrew Levi, CEO of Blue Calypso

With the rise of the Internet, retailers have spent several years honing the shopping experience on their websites, but just as many are coming to near perfection, consumer behavior is changing. The popularity of social media, an increased reliance upon mobile and big data have shaken up the way in which businesses now need to market to shoppers. With this, 2016 will be known as the year of the engaged consumer. Explore how these five trends are shaping the way shoppers and retailers build long-term, loyal relationships throughout the upcoming year.

  1. Mobile Dominates All

It’s nothing new to state that mobile will once again ascend as a shopping trend in 2016. However, the size of growth from 2010 to 2017 is quite noteworthy, with a projected increase from $3 billion to $31 billion in smartphone purchases. The divide between digital and physical commerce will be further bridged in 2016, as mobile wallets become a standard feature on smartphones and more retailers accept proximity payments. However, simply switching from cash and credit/debit cards to a tap or scan of a smartphone won’t be enough to convince the majority of shoppers to change their behavior. Instead, retailers need to connect the retail experience to the mobile wallets and consumers’ smartphones by disseminating offers, coupons, rewards and loyalty programs via mobile marketing tactics.

  1. Omni-channel Integration

Integrating physical efforts and mobile strategies across all platforms and locations will be a crucial differentiator in 2016. Businesses that create an immersive in-store shopping experience through seamless delivery of mobile app offers, social media platforms, loyalty programs and the online shopping process together will be the ones to succeed. More so than ever before, this continuity across platforms will drive consumer interest, provide detailed information for purchasing decisions, and give shoppers the power to engage and understand the company no matter which platform(s) they decide to use.

  1. Shopping is Social

In today’s connected world, consumers are talking about brands, products and services on highly visible platforms across the Web, influencing peer-to-peer conversations and playing a major role in purchasing decisions. Gone are the days in which retailers can sit back and hope for positive word-of-mouth content. Instead, they now have the opportunity to play an active role in its creation. By integrating customer purchase and in-store experience stories, ratings and reviews, as well as questions and answers into online communities, retailers can greatly increase awareness of their brands, engage consumers and create loyal, lasting relationships. Ninety two percent of consumers trust peer recommendations over traditional advertising. They are no longer searching via Google; instead, they go straight to Facebook, Yelp, Twitter and Pinterest for reviews, purchasing advice and opinions.

  1. Millennials are Key

Those born between 1980 and 1995 are profoundly shaping the consumer shopping experience. In fact, by 2020, it’s estimated this group will have more spending power than any other generation. Millennials are highly motivated by social information, and they carry their networks everywhere they go. Personalized shopping experiences are more likely to motivate them than unfiltered user-generated content. This group also doesn’t respond to the marketing of years past; they are more discerning and less trustful of traditional advertising campaigns. They trust peers over brands, and influencers over celebrities. Brand and retailers need to offer a targeted message based on past purchasing behavior, engage on social media and promote products and services that are socially conscious at the right time, when their customers are on the path to purchase.

  1. It’s About Personalization

Big data in retail has moved beyond merely people counting – today, retailers and shopping centers can potentially combine consumer traffic figures with point-of-sale information, marketing activity, average transaction values, queue lengths, average length of stay, dwell time, weather trends, conversion rates and return visits, to build up a comprehensive picture of customer behavior.  Businesses should focus on the “Three R’s” – delivering the right shopper insights to the right decision maker at the right moment. By doing so, this will provide consumers with what they need, when they need it and in the appropriate context.  This progressive customer profiling data is critical information that will streamline operations and most importantly, drive incremental revenue.

Consumers already know what type of shopping experience they want. They’re finding the information needed to make purchasing decisions, even if it doesn’t come from the retailers themselves. This doesn’t mean retailers have become less relevant; on the contrary, it allows businesses the opportunity to become more relevant by providing those experiences seamlessly and giving customers the information they desire no matter where they are searching.

Andrew Levi is the founder, chairman of the board, chief executive officer and chief technology officer of Blue Calypso, an innovator and pioneer in the development and delivery of location-enabled mobile engagement solutions. Using its patented cloud-based platform, the Blue Calypso solutions elevate the consumer shopping experience through an engaging in-store mobile immersion, while capturing real-time shopper behavioral analytics for retailers and brands.

5 Ways Mobile Engagement Can Improve Customer Satisfaction

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These days, mobile phones are basically an extension of our selves and retailers should respect and embrace this to their advantage. Research shows that 92% of consumers use their mobile device while shopping1 so retailers should be seriously considering how to utilize this channel to engage with shoppers and maximize customer satisfaction. When used the right way, mobile can help retailers deliver a better customer experience and gain more insight into what consumers really want, thereby building stronger customer relationships and turning those customers into loyal brand advocates. Here are 5 ways to do just that.

  1. Earn permission – make it EASY to engage with multiple activation methods

The first step to any successful mobile engagement strategy is to earn customer permission through multiple activations methods. While some customers might prefer to download an app, there are others that would rather text in to receive relevant messages so it’s important to offer multiple activation methods that cater to these preferences.

You could use QR codes that customers can scan with a smartphone to opt-in, download an app or visit a mobile optimized website. If your customers have your app, you could use beacons to send relevant deals or notifications to shoppers as they shop in-store. SMS programs can also be a very effective option as text messages have a 98% open rate2. For example, to opt-in they can text DEALS or their e-mail address to 54321 to receive relevant promos and messages.

Also, make sure to place your call to action on visually appealing displays in highly visible areas or at common points of inactivity. For example, customers tend to play with their smart phones while they wait in checkout lines or for tables at restaurants, so these are usually the most effective areas to get your audience to engage.

  1. Offer value – make them WANT to engage. Make sure they know “What’s in it for me?”.

Coupons and sweepstakes are a powerful and straight forward way to incentivize customers to join your SMS program or download your app. Offering consumers an exciting deal that they can get immediate gratification from gives your customer the motivation to opt-in and start receiving relevant content right away.

The promise of event alerts or new product updates can also be a great driver for customers to opt-in. These customers that sign up for your alerts are already your biggest fans so keep them captivated and engaged with your activities and live promotions. For example, “2 More Days to our End-of- Season Clearance Sale!” or an alert program that gives early notice of your newest product launch and early access to your brand ambassadors.

  1. Ask for feedback….and actually LISTEN

When shoppers leave your store or have purchased your product, prompt them through a text or a push notification triggered by beacons to rate their experience on a scale of 1-5 and give the option to leave a comment on why. Customers will be brutally honest if you’re not standing right in front of them and this feedback is gold! If you actually listen to what your customers are saying and make the right changes to improve the product and their experience, everybody wins. Making sure that your customer gets what they really need and want not only ensures customer loyalty, but these improvements in your business will attract even more customers over time.

  1. Engage unhappy customers

Once you get over the initial sting of any negative feedback, use this as an opportunity to make it right. Rather than having an unhappy customer share their complaints with their friends or worse- the world wide web, you now have a chance to fix it. Customers will appreciate that you took the time to respond to the issue and the simple fact that this negative experience was addressed will create an immediate positive impact because it shows that you care.

  1. Personalize offers and reward loyalty

Over time, the data that you collect from your mobile engagement strategy will allow you to identify and build on customer loyalty profiles. For those who have opted in to your text program or downloaded your app, make them feel exclusive by extending exclusive offers, content or incentives that nobody else knows about. Now, your best customers can get the ultra-personalized experience they deserve through customer-specific offers that show how much you appreciate their business.

At the end of the day, it is about being as customer-centric as possible. With nearly 9/10 Millennials (who are the future) saying they are likely to act on notifications received from their favorite brand3, retailers need a way to drive relevant content at the ideal micro-moment on their shoppers’ path to purchase. Mobile engagement enables retailers to provide the best and most relevant experience for their shoppers while in-store which will in turn keep them coming back! 

About the Author:

Vivian Pham is the Director of Client Relations at Blue Calypso, a developer of targeted mobile engagement solutions including the KIOSentrix platform.  Vivian is a veteran in marketing and technology previously leading teams in sales for industry leading brands like ProofHQ, ReachLocal and Multiview.

1 http://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/global-mobile-consumer-survey-us-edition.html

2 http://mobilemarketingwatch.com/sms-marketing-wallops-email-with-98-open-rate-and-only-1-spam-43866/)

3http://www.dmnews.com/marketing-strategy/84-percent-of-millennials-act-on-push-notifications/article/448580/

SMS Marketing

The Power of SMS Marketing [Free Infographic]

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By: Vivian Pham, Director of Marketing and Client Services for Blue Calypso

Why are more and more companies leveraging SMS marketing? Because it works. Today, texting is everywhere and is one of the most common and preferred ways of communication. How many times have you ever left a text message unopened or unread? If you’re like most people, the answer is probably almost never. This makes SMS an extremely effective marketing tool. Not only can you send a personalized offer or message to a very specific subset of people, but you can do so knowing that there is a 98% chance that they will actually open it and read your message. On top of that, most text messages are read within the first 5 minutes.

To stay relevant, brands need to meet consumers where they already are and nowadays that’s on their mobile devices. The power of SMS marketing is undeniable so if you haven’t already incorporated text into your marketing strategy, it’s time to start. Don’t believe me? Check out these compelling SMS/text insights in the FREE infographic below:

Click here to download this FREE infographic

Has your brand leveraged SMS marketing? Tell us more in the comments below!

4 Reasons SMBs Needed a Consumer Mobile Engagement Strategy Yesterday

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Consumer engagement involves deepening a relationship with a customer, generating higher value relationships and leveraging these relationships to encourage customers to spend more time with your brand. Engaged customers tend to be more loyal, louder advocates and ultimately higher spenders. However, building engagement is not a series of one-off experiences, it is an ongoing dialogue.

Shoppers today are dramatically different than in the past. Consumers want to interact with your brand, and they want to do so on their own terms. This means SMBs need to be prepared to meet customers and provide information desired in the format they want to receive it. This creates a unique opportunity for SMBs to separate themselves from local competitors and gain additional market share.

According to SMB Group, 60 percent of SMBs today consider mobile solutions essential – and the number continues to climb! Below are four reasons why SMBs should be thinking mobile engagement today.

1. Like It or Not: Millennials are the Future  

Consumers want and demand to be able to interact with businesses via mobile. If a customer is unable to access information or interact with a small business via mobile, the opportunity to secure their patronage or repeat business decreases dramatically.

Forty-five percent of mobile consumers say they research something on their mobile phone and then purchase in-store, according to Jiwire. SMBs still seem to be utilizing mobile communications via daily deals or coupon alerts, and are largely ignoring this opportunity that is already being leveraged by larger retailers and brands.

According to the U.S. Chamber of Commerce, approximately $200 billion in annual spending by 80 million millennials in the U.S. is up for grabs. The Millennial generation will reach peak spending by 2020, and this generation will become the top target for businesses over the next 5-10 years. And we all know they prefer mobile communications.

2. A Reminder: Your Customers are Mobile!  

Just as the best marketing campaigns in the world fall on deaf ears if they don’t reach their target audience, SMBs failure to cater to customer expectations for service will result in loss of mindshare and ultimately customer retention.

With over 90 percent of phone messages and notifications being read within three minutes, SMBs have the opportunity for their messages to be seen within a timeframe that can help shape a customer’s shopping decisions. Mobile messages, regardless of activation method type, break through the clutter and allow for faster communication with less effort.

The average user spends 20 percent of his/her day on a mobile device, according to Exact Target. This means consumers are looking at their phones roughly 150 times per day! Do you look at your phone within 30 minutes before going to sleep, or 30 minutes after waking up? What about 15 minutes before or after lunch time? So do your customers!

3. Simple and Convenient

Consumer demand for mobile interactions with businesses will continue to increase. Regardless of the approach, every small business should deploy mobile infrastructure to operate more efficiently and provide today’s mobile-centric consumers with the round-the-clock service they expect.

By utilizing a mobile platform that enables customer engagement interaction and automation of marketing tasks through all currently relevant channels (SMS, Beacons, NFC, QR, GeoFencing), SMBs can streamline time-intensive business management activities and gain access to the one thing you can’t buy more of – time.

The average small business spends at minimum 16 hours a week on administrative tasks, according to Endurance International Group. Already wearing numerous hats and struggling with limited man power, these tasks take up valuable time that could be spent on more profit-generating areas of the business.

4. You Will Sell More  

Engaged customers are more willing to share positive brand praises with their network through social media and blogs, as well as videos and case studies. These testimonials will help attract more prospects, close more deals and hopefully shorten the sales cycle.

Constellation Research communicated that companies who have improved engagement increase cross-sell by 22 percent, drive up-sell revenue from 13 to 51 percent, and also increase order sizes from 5 to 85 percent. Reminder and/or location alerts can help increase email opens, redemption rates and increase frequency.

According to Inc., customers who engage with brands online report spending 20 to 40 percent more with that brand. Additionally, a Vibes Media study stated that 55 percent of Gen X and 52 percent of Gen Y generations have agreed to receive offers via SMS messages. This means your customers will agree to listen to offers, if they are relevant, and spend more money with your brand!

Mobile marketing competition is fierce, ruthless and a necessity. To capitalize on these available mobile engagement opportunities, SMBs must implement innovative and emerging techniques. Doing so will could reduce or eliminate time intensive administrative work (saving more time for other critical tasks), offer self-service options for customers and create more business opportunities with the emerging generations of customers.

Over half of all revenue for SMBs comes from an existing customer base, according to BIA Kelsey. SMBs can drive critical repeat business to maintain and grow revenues by serving mobile-centric customers on their terms.

About the Author:

Jeff Spock is the Director of Sales at Blue Calypso, a developer of targeted mobile engagement solutions including the KIOSentrix platform.  Jeff is a veteran in marketing and technology previously leading sales divisions for industry leading brands like ReachLocal and Multiview.