ACROSS 30 COUNTRIES, PEOPLE SPEND AN AVERAGE OF 147 … · ACROSS 30 COUNTRIES, PEOPLE SPEND AN...
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THE POWER OF MOBILE ENGAGEMENT It’s the Age of the Customer. People are more mobile than ever, so businesses need to be too. Service providers that capture mobile moments on apps will win over their customers. 4 June 2016 FINANCIAL INSTITUTIONS REAP REWARDS FROM MOBILE To see the benefits of mobile investment in action, look no further than banks. Roughly 1 billion customers use mobile banking applications, and that number is growing. 5 MOBILE TAKES FLIGHT IN AIR TRAVEL MOBILE HAS REDEFINED THE WAY WE DO BUSINESS Airlines have improved their customers’ experiences and boosted brand loyalty and satisfaction through their mobile apps. Consumers spend 90% of their mobile time in apps. 7 90% Mobile use grows 58% year over year. 7 58% www.tendrilinc.com | [email protected] | 720 921 2322 1 BusinessInsider.com 2 Southgate, Duncan. Global Mobile Behavior. Millward Brown, 2014. 3 Boston Consulting Group 4 Forrester 5 Juniper Research 6 Pivotal 7 Flurry Analytics 8 Fiserv, Inc. 9 PwC 10 Amadeus 11 Forsee 12 FlightView SOURCES ACROSS 30 COUNTRIES, PEOPLE SPEND AN AVERAGE OF 147 MINUTES EACH DAY USING A SMARTPHONE 2 According to Forrester: “The gap will only continue to widen between the customer-obsessed business leaders who embrace mobile as a means to create new value and the laggards who consider mobile a stand-alone channel.” 4 15.7% 2X Highly relevant push messaging can double app retention rates. 6 Mobile apps multiplied the number of transactions, generating revenue in the process. 8 43% 43% of customers called customer service less often. 4 75%+ 75%+ increase in product holdings over users relying solely on in-branch service. 8 293% Targeted push notifications can increase user engagement by 293%. 6 35% 35% of customers visited their banks’ branches less often. 4 RETURN ON INVESTMENT DECREASE IN COST USER ENGAGEMENT INCREASE IN REVENUE ↑ transactions Banks enjoy a projected return on mobile investment of 15.7%. 4 72% 72% higher revenue from mobile users compared to branch-only customers. 8 92% 73% Satisfied users are 73% more likely to use the site or app as a primary resource. 11 Self-service options on mobile apps help existing staff to focus on assisting customers. 10 62% Satisfied customers are 62% more likely to prefer the brand. 11 59% Satisfied users are 59% more likely to use the site or app again. 11 Mobile apps help airlines save costs on hardware such as kiosks. 10 RETURN ON INVESTMENT DECREASE IN COST USER ENGAGEMENT INCREASE IN REVENUE 92% of airline CEOs say digital technologies improve their company’s sales and distribution capabilities. 9 29% 29% of travelers say they have purchased a seat upgrade or add-on through mobile. 12 ↓ staff ↓ hardware WHICH SIDE OF THAT GAP WILL YOUR BUSINESS BE ON? THE TIME TO EMBRACE MOBILE IS NOW. THE RISE OF MOBILE 91% of adults have their mobile device within arm's reach 24/7. 2 91% There are nearly 30 billion mobile moments each day. 4 30B There are more mobile phones sold than babies born each day. 1 Mobile is the most rapidly adopted consumer technology in history. 3
Transcript of ACROSS 30 COUNTRIES, PEOPLE SPEND AN AVERAGE OF 147 … · ACROSS 30 COUNTRIES, PEOPLE SPEND AN...
THE POWER OF MOBILE ENGAGEMENTIt’s the Age of the Customer. People are more mobile than ever, so businesses need to be too. Service providers that capture mobile momentson apps will win over their customers.4
June 2016
FINANCIAL INSTITUTIONS REAP REWARDS FROM MOBILE To see the benefits of mobile investment in action, look no further than banks. Roughly 1 billion customers use mobile banking applications, and that number is growing.5
MOBILE TAKES FLIGHT IN AIR TRAVEL
MOBILE HAS REDEFINED THEWAY WE DO BUSINESS
Airlines have improved their customers’ experiences and boosted brand loyalty and satisfaction through their mobile apps.
Consumers spend 90% of their mobile
time in apps.7
90%
Mobile use grows 58% year over year.7
58%
www.tendrilinc.com | [email protected] | 720 921 2322
1 BusinessInsider.com2 Southgate, Duncan. Global Mobile Behavior. Millward Brown, 2014. 3 Boston Consulting Group4 Forrester5 Juniper Research6 Pivotal
7 Flurry Analytics8 Fiserv, Inc.9 PwC10 Amadeus11 Forsee12 FlightView
SOURCES
ACROSS 30 COUNTRIES, PEOPLE SPEND AN AVERAGE OF147 MINUTES EACH DAY USING A SMARTPHONE2
According to Forrester:
“The gap will only continue to widen between the customer-obsessed business leaders who embrace mobile as a means to create new value and the laggards who consider mobile a stand-alone channel.”4
15.7% 2XHighly relevant push
messaging can double app retention rates.6
Mobile apps multiplied the number of transactions,
generating revenue in the process.8
43%43% of customers called customer
service less often.4
75%+75%+ increase in product
holdings over users relying solely on in-branch service.8
293%Targeted push notifications
can increase user engagement by 293%.635%
35% of customers visited their banks’
branches less often.4
RETURN ON INVESTMENT
DECREASE IN COST
USER ENGAGEMENT
INCREASE IN REVENUE
↑transactions
Banks enjoy a projected return on mobile
investment of 15.7%.4 72%72% higher revenue from mobile users compared to branch-only customers.8
92% 73%Satisfied users are 73%
more likely to use the site or app as a primary
resource.11
Self-service options on mobile apps help
existing staff to focus on assisting customers.10
62%Satisfied customers are
62% more likely to prefer the brand.11
59%Satisfied users are 59%
more likely to use the site or app again.11
Mobile apps help airlines save costs on
hardware such as kiosks.10
RETURN ON INVESTMENT
DECREASE IN COST
USER ENGAGEMENT
INCREASE IN REVENUE
92% of airline CEOs say digital technologies improve their company’s sales and distribution capabilities.9 29%
29% of travelers say they have purchased a seat
upgrade or add-on through mobile.12
↓staff
↓hardware
WHICH SIDE OF THAT GAP WILLYOUR BUSINESS BE ON?
THE TIME TO EMBRACE MOBILEIS NOW.
THE RISE OF MOBILE
91% of adults have their mobile device within arm's
reach 24/7.2
91%There are nearly 30 billion mobile moments
each day.4
30B
There are more mobile phones sold than babies
born each day.1
Mobile is the most rapidly adopted consumer
technology in history.3
