1. Using Mobile to Nurture
Customer Loyalty
By Donovan Hardenbrook
SCORE 2013 Business Symposium
#SCOREPhxBizExpo

2. Donovan Hardenbrook
Small Business Marketing
MSEE, MBA
Tech nerd who loves business
www.leapinnovation.com 28/15/2013

3. www.leapinnovation.com 38/15/2013

4. Mobile
• 4 out of 5 consumers use smartphones to shop.
• 95% of smartphone users looked up local
information, and of those, 61% called and 59%
visited the business.
• 87% of app downloaders have used deal-of-the-
day websites like Groupon or Living Social.
• Only .9% of total ad spend is dedicated to
mobile.
• 75% of Americans admit to bringing their
phone to the bathroom.
www.leapinnovation.com 48/15/2013

5. www.leapinnovation.com 58/15/2013

6. Competing Today
• Great products and services
• Ideal customers
• Core differentiation
• Know, like and trust
• Try, buy, repeat and refer
• Great total customer experience
www.leapinnovation.com 68/15/2013

7. Customer Experience
Research
Buy
Use
Repeat
Refer
Awareness
Customer
www.leapinnovation.com 78/15/2013

8. Loyalty = Success
• Raving fans
• Repeat sales
• Word-of-mouth referrals
• Drives sales growth
www.leapinnovation.com 88/15/2013

9. Loyalty on Mobile
• Better Customer Experience
• Always connected
• Targeted advertising
• High ROI
• Customer controls
marketing
www.leapinnovation.com 98/15/2013

10. "Sure, we're doing
work now on the store
of the future… It is not
only linked to the
physical but the digital
experience."
- Howard Schultz,
Starbucks, CEO & Founder
www.leapinnovation.com 108/15/2013

11. Take Advantage of Mobile
• Define the ideal customer experience
• Optimize website for mobile
• Integrate loyalty program
• Mobile-friendly emails
• Use text advertising
• Get a mobile app
www.leapinnovation.com 118/15/2013

12. NEXT STEPS
www.leapinnovation.com 128/15/2013

13. Donovan Hardenbrook
don@leapinnovation.com
www.LeapInnovation.com Thank
You!