Use Mobile DNA to Build Better Relationships with Customers

As the competition to capture consumer attention on mobile devices grows, marketers must know their customers inside and out, in order to effectively engage with them. To do this, mobile cannot be treated as simply a channel, but as a relationship and an ongoing, ever-changing one at that.

If you're always talking and never listening, observing and remembering what people like, what they do, and where they go, you won't keep relationships very long. Given this, loyalty apps need to be smarter - they need to observe more than location, and they need to combine a series of events over time to understand consumer context, preferences and intent, in order to open the door to real engagement.

Relevance is key as each individual and their device are personal. Each individual has a unique way of wanting to relate to and interact with brands and retailers. If location is the only criteria triggering an offer, brands run the risk of annoying consumers much like the guy handing out lewd postcards on the Vegas strip. Just because you walk by doesn't mean you're interested.

Wireless industry leader Smith Micro asserts that retailers must ask themselves how each individual consumer wishes to interact with them via their mobile device. Once brands evaluate preferences, circumstances, patterns and history over time, they begin to map their customers' unique mobile DNA and build a genuine, mutually beneficial relationship.

The following are hypothetical scenarios that model ideal mobile marketing instances that successfully personalize their offerings and take a positive first step at mapping their customers' personal mobile DNA.