Weitere ähnliche Inhalte Ähnlich wie Combat Showrooming with Personalization (20) Mehr von Vibes_Thought_Leadership (9) Kürzlich hochgeladen (20) Combat Showrooming with Personalization1. 2013 Mobile Consumer Trends!
Combat Showrooming with Personalization
OCTOBER 24, 2013!
Alex Campbell, Co-founder and CIO, Vibes
@Alexgcampbell!
Mark Tack, Vice President, Marketing, Vibes
@MarkTack!
#Showrooming!
3. Methodology!
3
Overview
§ Vibes partnered with Equation Research to conduct a quantitative research effort to understand
the mobile device usage, shopping habits, behaviors and motivations of the connected consumer.
Methodology
§ Fifteen minute online quantitative survey.
§ Respondents recruited via paid national panel sample.
§ Fieldwork conducted July 16-18, 2013.
Sample
§ Total n=1,000
§ Smartphone owners
§ Ages 18+
§ U.S. residents
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
5. The current state of showrooming!
5
Showrooming — frequency of smartphone use for
in-store comparison shopping/purchasing!
Net 44%!
17%
26%
20%
19%
12%
7%
Every time
I shop!
Most of
the time!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
Often!
Sometimes!
Rarely!
Never!
6. Profile of the showrooming shopper!
6
Children present?!
Age!
Showroomers!
44.2%!
24.7%!
20.7%!
17.7%!
15.9%!
17.5%!
14%!
9.4%!
6.7%!
18 - 24!
Yes 48.2%
No 51.8%
23%!
25 - 34!
Showroomers!
35 - 44!
45 - 54!
55 - 64!
4.9%!
1.2%!
Non-showroomers!
65 or
older!
Non-showroomers!
Yes 38.5%
No 61.5%
Source: Vibes 2013 Mobile Consumer Survey – August 2013
Source: Vibes 2013 Mobile Confidential
©2013 Vibes All rights reserved. Consumer Survey – August 2013 Base: Total n=1,000
7. Smartphone usage in-store explodes!
Recent in-store behaviors!
2012
SHOWROOMING
BEHAVIOR
Showrooming
increased
156% in 2013
2013
33%!
Compared prices on a
competitor’s website!
Purchased a product
from a competitor!
9%!
11%!
Purchased a product from the store’s
website after you’d left the store!
Researched a product on
the store’s website!
Looked up a product review!
Beyond
Showrooming!
7
Used a company’s app in the store!
Scanned a QR Code for product
information or an offer!
Checked-in using a location-based service
(i.e., Foursquare) to get a deal or offer!
Sent a text message to
join a subscription list!
Sent a text message to get more
information on a product or offer!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
49%!
23%!
24%!
20%!
40%!
31%!
17%!
25%!
27%!
31%!
12%!
19%!
9%!
18%!
10%!
15%!
49%!
2013!
Source: Vibes 2013
Mobile Consumer
Survey – August 2013
Base: Total n=1,000
2012
Source: Vibes 2012
Mobile Consumer
Survey – August 2012
Base: Total n=1,000
8. 186% increase in new purchases due to in-store text or QR scan!
Impact of in-store text/QR scan
(31% of total sample)!
186%
47%!
42%!
40%!
14%!
I made a
purchase I
hadn’t planned
to because of
the information
I received!
I was going to
make the
purchase
anyway, but felt
better about it!
2012
2013
Source: Vibes 2013 Mobile Consumer Survey – August 2013
Source: Vibes 2013 Mobile Confidential
©2013 Vibes All rights reserved. Consumer Survey – August 2013 Base: Total n=1,000
22%!
12%!
I was going to
make the
purchase, but
the information
didn’t sway me!
5%! 7%!
The information
dissuaded me
from making
the purchase!
8
9. Retailers have a 50/50 shot of combatting showrooming!
Action taken after in-store price
comparison (49% of total sample)!
47%!
45%!
37%
31%
7%!
10%
8%
6%
6%
1%
I made the
I used the
purchase
information
while I was into get a
better price store, paying
at the store the price that
where I was was marked!
shopping!
I purchased
the item
online at
Amazon!
I purchased
the item
online at a
competitor’s
website!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
Source: Vibes 2013 Mobile Confidential
©2013 Vibes All rights reserved. Consumer Survey – August 2013 Base: Total n=1,000
I purchased
the item in a
competitor’s
physical
store!
I did not
purchase
the item
anywhere!
None of the
above!
9
10. Reaching the showrooming shopper!
10
Showroomer vs. Non-Showroomer
– Channel preferences!
77.6%!
65.6%!
68.2%!
63.4%!
52.8%!
119%!
53.5%!
34.6%!
35.7%!
24.4%!
15.9%!
E-mail!
Showroomers
App!
Facebook!
Non-Showroomers
Source: Vibes 2013 Mobile Consumer Survey – August 2013
Source: Vibes 2013 Mobile Confidential
©2013 Vibes All rights reserved. Consumer Survey – August 2013 Base: Total n=1,000
Text!
Twitter!
12. The personalization disconnect!
89%
of consumers would
sign up for mobile
messages if they were
personalized!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
12
18%
of consumers
frequently see
personalization from
retailers and brands!
13. Personalization preferences!
13
Most important aspects of personalization!
60%
Uses your preferences –
favorite sizes, brands,
shopping categories!
20%
Timeliness – when
you’re getting
ready to purchase
that item!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
Source: Vibes 2013 Mobile Confidential
©2013 Vibes All rights reserved. Consumer Survey – August 2013 Base: Total n=1,000
13%
Location – when
you’re in the store or
around the store!
8%
Uses your name!
14. Building your mobile relationships!
14
What entices you to subscribe to a retailer or brand?!
79%!
70%!
46%!
32%!
Incentives or
coupons!
45%!
29%!
Product info
& updates!
2012
2012
Source: Vibes 2012 Mobile Consumer Survey –
Source: Vibes 2013 Mobile Consumer Survey – August 2013
August 2012 Base: Total n=1,000
©2013 Vibes All rights reserved. Confidential
Exclusive
content!
43%!
27%!
Store news
& events!
2013
2013!
Source: Vibes 2013 Mobile Consumer Survey –
August 2013 Base: Total n=1,00
15. Maximizing your mobile relationships!
15
What actions would make you unsubscribe from
a retailer or brand?!
13%
66%
56%
40%
32%
20%
350%
9%
1%
The
The
Too many
The coupon
information or incentives messages
messages
were
or updates! wasn’t relevant were not
to me!
good enough! untimely!
I couldn’t
personalize
the
information
I received!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
Source: Vibes 2013 Mobile Confidential
©2013 Vibes All rights reserved. Consumer Survey – August 2013 Base: Total n=1,000
Too few
messages!
7%
Other!
None
of the
above!
16. Three standout trends!
§
16
Showrooming is a new reality that most retailers and marketers are seeking to
understand and address. Research from the Vibes 2013 Mobile Consumer Report
shows that personalization can help retailers combat showrooming.
156%
increase in
showrooming
from 2012, and
36% increase in
consumers using
mobile devices to
shop in-store!
89%
of consumers want
personalization, but
only 18% see it
frequently from
retailers!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
Source: Vibes 2013 Mobile Confidential
©2013 Vibes All rights reserved. Consumer Survey – August 2013 Base: Total n=1,000
186%
year-over-year
increase in
consumers who
make purchases
based on in-store
text message or QRcode scan!
18. Mobile relationship management!
§
18
Mobile Relationship Management is the convergence of technology, strategy, execution
and data to deliver personalized mobile experiences along the customer journey.!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
19. Mobile relationship management!
Technology!
§
Technology is the core of Mobile Relationship Management
§
Work with a technology platform that allows you to manage
your customer relationships at scale
§
Integrated platform that allows you to execute across
channels
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
19
20. Mobile relationship management!
Strategy!
§
Integrate your mobile marketing strategy into your
overall marketing mix
§
Mobile should work with your other marketing channels
like email, direct mail, in-store and social media
§
Apply your CRM strategies to mobile
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
20
21. Mobile relationship management!
Execution!
§
Execute based on your current mobile maturity
-
-
Run: take a program-based approach
-
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
Walk: take a project-based approach with mobile
Fly: true Mobile Relationship Management
21
22. Mobile relationship management!
Data!
§
Leverage the data your are collecting to drive
engagement with your customers through personalized
mobile experiences
§
Augment your data with mobile behavioral data to
deliver true one-to-one marketing
§
Get started!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
22
23. Mobile relationship management!
§
23
Mobile Relationship Management is the convergence of technology, strategy, execution
and data to deliver personalized mobile experiences along the customer journey.!
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential
24. 2013 Mobile Consumer Trends!
Combat Showrooming with Personalization
OCTOBER 24, 2013!
Alex Campbell, Co-founder and CIO, Vibes
@Alexgcampbell!
Mark Tack, Vice President, Marketing, Vibes
@MarkTack!
#Showrooming!
25. 25
Thank you!!
www.vibes.com • hello@vibes.com
312.753.6330 main • 312.589.6960 sales
Source: Vibes 2013 Mobile Consumer Survey – August 2013
©2013 Vibes All rights reserved. Confidential