Trends Report

Master Your Mobile Loyalty Moments

April 26th, 2016
With contributors:
Srividya Sridharan , Julie Ask , Arleen Chien


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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