mobile shopper marketing venky shankar, suresh ramanathan, mirella kleijnen, ross rizley, shawn...
TRANSCRIPT
Mobile SHOPPER MARKETING
Venky Shankar, Suresh Ramanathan, Mirella Kleijnen, Ross Rizley, Shawn Morrissey, and Steven Holland
Agenda
• What is mobile shopper marketing?• The influence of mobile in shopping
cycle• Top issues in mobile shopping• Organizing framework/Approach
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What is Shopper Marketing?“Shopper marketing describes the planning and execution of all marketing activities that influence a shopper alongand beyondthe path-to-purchase, from shopping trigger to purchase, consumption, repurchase, and recommendation stages” (Shankar 2014)
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The Shopping Cycle
© 2010 Venkatesh Shankar. All rights reserved. 4
Evaluation
Motivation
SearchCategory/Brand/
Item/Channel Decision
Store Choice
Store Navigation
Purchase
Repurchase Consideration
Scope of Mobile
• Connected device, in-motion, converged channel/device
• Friction-reducing medium • Allowing CRM, voice of customer, product set• Part of SMACIT• Doing things, making decisions on the move
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Scope of Mobile
• Contextual: Location, Time, Weather• Emotional connect• Browser independence• Shopper convenience-predictability• Problem solving and solution-centric• Goal fulfillment (utilitarian/hedonic)
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Areas with Most Mobile Influence
• Data proliferation• Visualization tool • Sustainable competitive advantage• More knowledge about shopper• Repeat buying vs. first-time buying• Enhancing experience• Feedback mechanism• Realtime emotional solver
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Mobile Influence
• Leverage tactical information• Predict behavior• Be an intelligent agent• Replenish products• Customize offers when permission is granted• Enable Cross-category experience
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Mobile Influence
• B2B2C—partnering, using API (Uber, Amazon, 7 Eleven)
• Distribution + Shopping centers• Disrupt shopping practice• Amazon lockers• Identify shopping abandonment and fix it• Data capturing
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Top Issues
• Assortment across channels• Realtime/Dynamic pricing• Attribution• Digital yield/ROI • Conversion metric• Engagement• App overload (App within App)• Associates’ role in leveraging mobile influence
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Top Issues
• Influence employee journey (Well-armed shopper)– Leverage voice of the associate (VOA)– WIFM orientation of the associates– Employee gamification
• Is mobile making shopper deal prone?• Are retailers fulfillment arm of Google?• How much does shopper want firm to know
about her?11
Top Issues
• How are you adapting to the changing environment (mobile, shopper needs)
• Changing the urgency of change• How to target and personalize in a relevant
and meaningful way---offer—context & timing• Price of asking customer the information she
wants to share• Dynamic (time, location, weather)
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Top Issues
• Value of data• Intelligent recommendation systems• Leverage volume, velocity, variety, veracity• Leverage big data—value extraction, capability• Using data for anticipatory solution (voluntary
information, past patterns)• Making offers relevant/valuable• Modeling—what to be done with the data
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Top Issues
• Quickly learn and adapt• Keep up with the pace of device changes• Deliver a rich experience in a device-agnostic
world• Security in a networked world• Mobile chips and transmission• Network effect (link to AHA, Jenny Craig)• How to instant gratify a fully instrumented
shopper14
Top Issues
• Help create the dream concierge• Build trust through B2B partnership• Enhance execution capability (Amazon locker,
Lids/Macy’s NFL merchandise, Sunglass hut)• Data ownership in partner initiative• Virtual currency (Coke MyCokePlus, China’s
QQ)
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Top Issues
• Mobile payment• US/Europe/International differences• Allocation issues• Intelligent avatar/Dream concierge—
knowledge based system/expert system
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Other Research Issues
• Role of mobile to activate, dynamically trigger change to multiple goals
• Mobile’s role in shopper engagement• Shopper-created offerings/experiences• Enable serendipitous discovery of purchase• Mobile device design (form factor, responsive
design) affecting path to purchase
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During
ConsiderationChoice
(Brand/Cat./Channel)Experience
After
Post-purchase sentiment
Repurchase consideration
Advocacy/WOMRecommendation
Before
MotivationSearch
Discovery
Organizing Framework
MobileDeviceMediumTechnologyActorUsage/TouchExposure, EngagementEmotionLocation/Time/ContextRole of Manufacturer/Service Provider
Acquisition/RetentionStory TellingGeofencing/BeaconSearch/BundlingDisplay/FunctionalConversion/DisruptionData Capture, Analysis, Execution of Insights
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Organizing Framework
Thank You !
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