Power of Personalization Webinar


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Power of Personalization Webinar

  1. 1. How to Personalize Your Customers’ Experiences Auren Hoffman auren.hoffman@rapleaf.com
  2. 2. Web Conference Agenda • Rapleaf Overview • What is Personalization? • Personalization 101 • The Power of Personalization 2
  3. 3. About Rapleaf Quick Facts • 400+ million people • Data on 1.1+ billion email addresses • 52+ billion friend connections Rapleaf helps companies personalize customer interactions through deeper customer insight. Headquarters: San Francisco Satellite Offices: Chicago New York Mommy blogger I like NASCAR Influencer alert! I like cats About Rapleaf
  4. 4. Personalization 101: Who are Your Customers 4 Email or Postal Address Deep Insight into your customers • Lifestyle: income, presence of children, occupation, home ownership, more • Social: influencers, activity, more • Demographics: age, gender, location, more • Interests: pets, sports, luxury items, charities, smartphone owner, new car buyer, more
  5. 5. What Is Personalization? • Creating a unique experience for every customer based on individual demographics, interests, and characteristics • Making them feel like they are a top priority: treat them like a valued customer, not a number 5
  6. 6. Know Your Customers 6 • Engage with the right customers in an effective way to keep them happy • Give customers a better experience
  7. 7. Personalize Offers For Every Customer 7 • Use interest segment data to personalize offers effectively to people based on individuals’ interests, demographics, and more. • Increase your purchasing power by sending them deals they are more likely to buy.
  8. 8. Know Your Influencers 8 • Use influencer data to find your most social customers online. • Engage people who you know will give viral buzz • Influencers help you spread the the word • Offer private sales, product updates, coupons to pass along to friends, higher customer service
  9. 9. Effective Segmentation 9 • Understand your customer • Segment offers • Send the right products to the right people
  10. 10. Case Study: Major U.S. Airline 10 Data: used social graph data to find top 3 cities where a customer’s friends lived Action: Sent relevant travel offers personalized to their customer’s social lifestyle Result: Large uptick in ticket sales to test group during traditionally quiet weekends
  11. 11. Case Study: Daily Deal Site 11 Data: Used age, gender, income data to segment offers Action: Better targeted offers Result: Company was able to create more relevant offers which led to significant increase in conversions.
  12. 12. Case Study: Big Clothing Retailer 12 Data: Found influential customers in NYC, LA, and SF markets, one month before launch of new clothing line Action: Gave early product look to influencers (and gave them higher level of customer service) Result: Massive viral buzz leading up to launch of jean line. Total blow-out.
  13. 13. Case Study: Direct Mail Fundraising 13 Data: Political campaign segmented postal list based on likelihood to respond Action: Sent direct mail fundraising appeal only to people who had high likelihood of responding Result: 210% greater ROI, and 121% greater monetary donation than un-segmented control group
  14. 14. Rapleaf’s Commitment to Privacy 14 • Rapleaf is strongly committed to privacy and safeguarding every consumer’s information • Working with only the most reputable customers • Simple opt-out • Choice: ability to view, delete (and soon) change information • Safe personalization
  15. 15. Want to Learn More? 15 Click for additional info or set up your free API trial: http://www.rapleaf.com/developers/api_overview
  16. 16. Thank you! Questions? 16 Auren Hoffman (@auren) auren.hoffman@rapleaf.com Rapleaf (@rapleaf) 667 Mission St San Francisco, CA 94105 www.rapleaf.com info@rapleaf.com 415-886-7270 We’re hiring … http://www.rapleaf.com/careers