Nikki Baird

Retail Customer Experience: Why Mobile Coupons Are Not the Answer

August 12, 2010

FROM RETAILWIRE:
What people really want, but don't know how to ask for, are ways to save money that are relevant to them. They know about coupons, so they think in those terms. Do you agree that mobile coupons are not the answer? If so, what do you think is the answer?      [more...]

I am so fascinated to see the responses here vs. the comments that were posted in response to the article on RCE. There, people were much more negative about the ideas in the article. I, too, disagreed with some of the points, and put my response in RSR's newsletter this week. The short of it is, don't confuse the offer with the offer's vehicle.

It's refreshing to see so much emphasis on relevancy in this discussion. But how do you find the right shoppers with the right offer? Loyalty linked to mobile seems like a pretty good tool to me. Whether you call it a coupon or an offer or you store it in a digital wallet or tag it to your loyalty card--I really don't think the ultimate form will matter. But the consumer's phone? That will definitely play a role.