Thursday, November 3, 2011


I was walking into Whole Foods Market the other Sunday, and I saw a $5 in the parking lot.  I picked it up and looked around to see if it would recognize its previous owner, and, alas, it did not.  Nothing like finding a $5 bill to add some unexpected joy to the day.

Marketers can find that mobile can offer that same level of surprise, when treated with respect and a understanding of their customer.  No need to search farther than their pocket or pocketbook for the delight.  Not many retailers or brands have gotten to this point, yet, but it will come.  The more that they know the consumer holistically, across online, mobile and physical retail, the better.

To get to this point, however, the retailer or brand has to earn the trust of the customer to begin with.  This is nothing new.  The mobile or tablet or online channel are just that, channels, and equivalent to another physical store.   They offer specific capabilities and opportunities, but like any other channel, if the customer has a great experience, and it adds to the total customer equity.  If they have a bad experience, and it could affect the equity across all channels.

But, treat your peeps right, and what joy they will have when they find their own 5-dollar bill in their pocket.

Come see me and other industry leaders from Sam's Club, BBC America, The Daily, Ogilvy & Mather, Nutro, The Weather Channel, and Starcom Mediavest talk about tablets in marketing at ad:tech New York City next Thursday at 3:00PM Eastern and 4:30PM Eastern.  If you can't make it, I'll miss you, but tell a friend who can!

No comments:

Post a Comment