Lexus & American Airlines Get Mobile Right!

2011 was a big year for mobile and it seems 2012 is set to maintain the same momentum and push mobile even further. Let’s start 2012 by looking at two companies that are finding unique ways to provide added value and convenience to their customers. First we have Lexus – the luxury division of automotive giant Toyota – who has introduced myLFS, an iPhone and iPod touch application that allows Lexus customers to pay their bills online.

Building on the personal nature of mobile devices, Lexus has also found a great way for its brand to constantly stay in direct contact with its end consumers, providing them with company news and current specials. Although mobile payments are still some time from mass adoption, and there have been studies showing consumers are mainly hesitant due to security reasons, this hasn’t deterred Lexus. Instead, they have paid attention to consumer needs and tackled the problem head on by enhancing security measures incorporated in the app, and promising their customers that their personal information will be safe and sound.

Next, we have American Airlines. This organization is utilizing the mobile platform in their new ad campaign to allow consumers book and change flights. The ads run on TV Guide’s mobile app, and upon clicking the ad the consumer is redirected to a mobile landing page where they can enter their account credentials in order to book flights, change dates, check in or simply view their mobile boarding pass. With traditional media advertising costs so high, and the financial turmoil most airlines face these days, mobile advertising can be a great economical way to reach consumers, especially since more and more consumers are using their mobiles and their primary means of going online.

Both these companies have found different ways to harness the power of mobile and strive toward essentially the same goal. By providing their consumers with great service they are incubating brand affinity and increasing loyalty, allowing them to get closer to their customer’s true lifetime value.