Rayport continued by providing five steps toward engagement. The steps were interesting, but the real intrigue for me was in identifying the organizing principles behind them. To Rayport, the retail consumer demands an information based experience. The reason that business and social media blend at all is because consumers are constantly seeking out new, different information to guide their purchase decisions.
If the consumer is in complete control it is vitally important marketers do not waste their time. If consumers demand information, and do not feel beholden to geographic restrictions, then mobile marketing must be a part of any marketing mix. That means coupons and offers, in-stock alerts, loyalty programs, etc. must all be offered to integrate the digital world into the brick-and-mortar experience – and mobile is the easiest, most cost-efficient to achieving that goal.
One last interesting point from Rayport was his assertion that “CRM” is an outdated principle, and that the new principle is “CMR” – customer managed relationships. It makes sense. If the consumer is in control, retailers and their marketing partners must do what is necessary to allow the consumer to effectively manage their relationship with their brand.