Driving Sales & Service Using Mobile Technologies
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Transcript of Driving Sales & Service Using Mobile Technologies
Driving Membership Sales & Retention By Embracing Mobile
Technologies & Trends
Bryan K. O’RourkeCEO Integerus | CEO FIT-C | CSO Fitmarc
www.bryankorourke.com @bryankorourke
www.bryankorourke.com | @bryankorourkeFriday March 14, 2014 1:30 PM
Driving Membership Sales & Retention By Embracing Mobile Technologies & Trends
All Content Including Videos Can Be Found Here:
www.bryankorourke.com
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@bryankorourke
7,000,000,000Mobile Devices Connected To The Internet In 2013 #NEWERA
ABI Research 2013
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@bryankorourke
50,000,000,000Mobile Devices Connected To The Internet In 2020 #NEWERA
ABI Research 2013
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@bryankorourke
100,000,000,000Number Of Mobile Apps Downloaded Sometime In 2013 #NewEra
Many facilities still don’t have effective apps
ABI Research 2013
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“It’s about merging digital with the brick and mortar store.”
@chuckrunyon
COMPETING IN THE FUTURE
Presentation Take Aways
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
Rethinking Selling, Retaining & ModelsMobile Marketing TrendsSocial Commerce TrendsMobile Payment TrendsEngagement and Service via MobileThe Near Term and Long Term ImpactWhat Should Club Owners & Operators Do
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10Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
Its About The Customer
11Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
SalesIts Not What YOU Are SellingIts What People Are Buying
12Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
RetentionIs Customer Experience
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“If you do not care about your end user immensely, especially in the next few years, your brand will die.”
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com 15
Interconnected Themes From The Future Of
Health Clubs
Rethinking Health Club Business ModelsOmni Channel Technology Platforms
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Mobile Engagement & Service
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
A New EcoSystem
Are Clubs Adopting New Technologies ?
2014 US Health Club Technology Survey Report14 Questions On Key Trends
Fitness Industry Technology Council 2014 | www.fittechcouncil.org
746 U.S. Clubs SurveyedMobility & Other Trends Addressed
FREE via [email protected]
Mobile Device Trends
18Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
60Percentage Of Clubs With Mobile Configured Web
Sites
According to comScore, in 2014 there will be more mobile Internet users than desktop users globally.
65% of US Adults now have a Smartphones and that number is growing fast.
A recent FIT-C survey report showed U.S. health clubs are starting to react to
mobile trends. 60 percentage of clubs now say their web sites are mobile
compliant.
Mobile Device Trends
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67Percentage Of Members
Taking Devices With ThemTo Workout
35% of U.S. adults now own a tablet device and 75% of smartphone users take their devices with them into the bathroom.
More than 60% of health club members now take devices with them to workout.
Mobile SearchWhat this means is that your prospects and members are interacting on the Internet by searching when they are out and about. They are also commenting about services and their experiences in your club.
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
Mobile Device Trends
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31Percentage Of All ClubsWith Some Mobile App
The increasing number of smartphones with GPS capability will spur the growth of apps that make use of the technology, according to Frost & Sullivan.
The market for location-based apps will also be fuelled by key technology trends of indoor connectivity, augmented reality, big data and wearable devices.
Location Based Functionality:Built in GPS enables applications know
where you are. This creates a long list of possibilities and the SOLOMO (social,
local, mobile) trend which is recreating how businesses can identify and engage
existing and new customers.
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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20Percentage Of Clubs That
Spend Money OnMobile Ads
Mobile Search Trends
U.S. adults spend more time on mobile searching today than they do on desktop browsing, according to eMarketer. The need to be available when that search occurs has a direct bearing on action and business. Its about convenience.
73% of mobile searches trigger additional action and conversation. Being mobile friendly increases the chance you can
impact a decision to purchase a membership.
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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97Percentage Of All Club
Facilities Have AFacebook Page
Social Commerce Trends
Mobile commerce will reach $87 Billion in the U.S. by 2016 according to eMarketer. Social commerce will reach $30 Billion by 2015. Social media is a big driver of social commerce and is now the second most popular form of marketing for U.S. clubs.
Social Commerce Defined:Social Commerce is the combination of social media and buying. It combines friends, groups, voting, comments, and discussions around consumer purchases both online and offline.
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
Social Commerce Trends
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30Percentage Of All Clubs
Allow Online Memberships
A huge opportunity exists between what most clubs are offering in the way of high quality self service commerce and what
consumers are expecting. A recent survey found that only 30% of U.S. clubs allowed
prospects to join online.
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
78% of consumers say posts made by brands they follow on platforms like Twitter and Facebook influence their purchases. 66% of those who shop online more than twice per week say that they would be more inclined to shop at a brick and mortar store if they offered mobile checkout ability.
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10The Percentage of
Starbucks TransactionsWith Mobile Devices
Mobile Payment Trends
Mobile commerce will reach $87 Billion in the U.S. by 2016 according to eMarketer. Social commerce will reach $30 Billion by 2015. Starbucks continues to lead merchants in mobile commerce, raking in $1.3 billion in pre-paid cards during the fourth quarter
While in the early stages, mobile payment solutions will enable more customized
promotion, the ability to more easily transact business and consumer
convenience.
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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39Percentage Of All Clubs
Providing Online AccountAccess Today
Mobile Engagement & Service
61% of global consumers prefer to shop in an omni-channel, self-service and automated way according to Cisco’s Customer Experience Report. Clubs can differentiate themselves by delivering consistent and customizable customer experiences digitally.
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
Cisco’s IBSG study found that a majority of consumers have advanced beyond the capabilities of most retailers. Cisco’s Customer Experience Report found that consumers prefer more automated and personalized digital buying experiences.
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Mobile’s Long-Term Impact To The Health Club Industry
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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QR Codes
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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MOBILE APPSWEB SITE TRULY MOBILE ENABLED
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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BE VERY CAREFUL WITH SMS
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
30Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.comMOBILE CONTENT
31Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.comMOBILE SEARCH OPTIMIZATION
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Mobile’s Near Term Impact To The Health Club Industry
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
34Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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Mobile Engagement & Service
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
A New EcoSystem
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Digital EngagementAugmented Reality
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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Wearables
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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In Club Experiences
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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What Should Club Operators Do ?
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
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In The Near TermClub Owners Should at a Minimum
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
Mobilize Web SiteIdentify Mobile App PlatformSecure Mobile Online PresenceContent Is Mobile Friendly
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com 41
Interconnected Themes From The Future Of
Health Clubs
Rethinking Health Club Business ModelsOmni Channel Platforms
Global Federation Meeting #IHRSA2014 | Bryankorourke.com 42
BRIDGE THE GAPHELPING YOU ACHIEVE YOUR OBJECTIVES WITH SPECIFIC TOOLS
mobile technology plan
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
43Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
What To DoCulture And Technology
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Mobile Engagement & Service
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
A New EcoSystem
bryankorourke.com | @bryankorourke | [email protected]
THANK YOU FOR ATTENDING#IHRSA2014
Friday March 14, 2014 1:30 PM
Driving Membership Sales & Retention By Embracing Mobile Technologies & Trends
45Feel Free To Contact Me With Questions