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© 2011 IDC
Michael Fauscette, Group Vice President, Software Business Solutions
© 2011 IDC
2011: Business has changed!
http://www.telegeography.com/product-info/map_internet/images/internet_map09_lg.gif
• Hyper-Connected
• Global
• Hyper-Competitive
• Innovate!
• Decentralized
• Mobile
© 2011 IDC
Behavior has Changed
• Customers & employees are congregating online
• Turning to trusted sources for advice & help
• Shift of influence & relevance
• BYO attitudes
© 2011 IDC
Loyalty and Reward Programs
49% Never or Rarely Take Advantage
78% Easy Access
ACI WorldWide
© 2011 IDC
Loyalty Programs
• Opt-in – exchange info for rewards
• Loyalty – Access to best deals
• Coupons
© 2011 IDC
Loyalty Programs
52% Single Card
© 2011 IDC
Loyalty Programs - Coalitions
Saintsbury, AMEX, BP & others
© 2011 IDC
Loyalty Programs
Coalition Strategy Coalition Strategy
© 2011 IDC
“There’s an app for that!”
Mobility
© 2011 IDC
Why Mobile
• It is ideal for reaching today’s technologically-savvy consumers
• Real-time
• Location intelligence
© 2011 IDC
Starbucks App
© 2011 IDC
Sephora to Go
© 2011 IDC
cardMobili
© 2011 IDC
RFID Loyalty Programs
ID by Number
Offers by SMS
Buying Behavior
No Forwarding
Real Time Voiding
10-15% Weekly Redemption
94% > 1 year
© 2011 IDC
Web Analytics
Social Data
Customer Data Social Data
Corporate Data Intersection of highest value information
Socialytics
© 2011 IDC
Swedish Rail
© 2011 IDC
Deals / Coupons
Traditional Coupons – 2-5%
Mobile Coupons - >50%
© 2011 IDC
Location
© 2011 IDC
Final Thoughts
• Making programs “easy”
• Data and Analytics + socialytics
• Consolidation – mobile or program aggregators?
• Context
© 2011 IDC © 2011 IDC
Contact
Michael Fauscette
mfauscette@idc.com
Twitter: @mfauscette
Blog: www.mfauscette.com
Google+ - gplus.to/mfauscette
Social Business Community: http://idc-insights-community.com/SocBiz
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