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For B2C Marketing Professionals

Master Your Mobile Loyalty Moments

April 26, 2016

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Why Read This Report

Today, consumers rely on their mobile phones and tablets as information, entertainment, shopping, and life companions. They expect they can get what they want in their immediate context and moments of need. With this mobile mind shift also comes increased expectations of how and when companies serve and retain consumers. Loyalty marketers and B2C marketing pros that view mobile as just another communication channel squander a critical opportunity to reach, recognize, engage, and enhance experiences for loyal customers wherever they choose to interact. This report explores how mobile transforms customer loyalty strategies and maps key opportunities across each stage of the customer life cycle. This is an update of a previously published report; Forrester reviews and updates its reports periodically for continued relevance and accuracy. We have revised this edition to reflect new research and updated examples.

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Table of Contents

  • Use Mobile To Shift Engagement With Loyal Customers Into High Gear
  • Realize Return On Relationships With Mobile Loyalty Moments
  • Recommendations

  • Enough Experimentation, Go All In On Mobile To Boost Loyalty
  • Supplemental Material
  • Related Research Documents

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