SWINGGROUP 
Boosting Results 
‘Effective customer 
referral through social 
media marketing’ 
- 2014 -
WHY WOULD ANYONE 
RECOMMEND YOUR BRAND 
TO ANOTHER?
Why would anyone recommend your brand to another? 
FOUR TYPES OF LOYAL CUSTOMERS
Why would anyone recommend your brand to another? 
SALES FUNNEL OF A (NEW) CUSTOMER
Why would anyone recommend your brand to another? 
CUSTOMER TO LOYAL CUSTOMER?
Why would anyone recommend your brand to another? 
THE LOYALTY LOOP
Why would anyone recommend your brand to another? 
THE FAN LOOP
Why would anyone recommend your brand to another? 
WHY LOYAL CUSTOMERS ARE MORE 
PROFITABLE
Why would anyone recommend your brand to another? 
HIGHER CUSTOMER LOYALTY HELPS YOU 
ACHIEVE YOUR COMPANY GOALS 
• Delive...
EFFECTIVENESS OF SOCIAL MEDIA 
AND OTHER MARKETING CHANNELS
Effectiveness of social media and other marketing channels 
THE EVER EVOLVING WEB – THE POWER 
OF NETWORKS
Effectiveness of social media and other marketing channels 
SOCIAL WEB USAGE
Effectiveness of social media and other marketing channels 
METCALFE’S LAW 
• The greater the number of users in a network...
Effectiveness of social media and other marketing channels 
SOME SOCIAL MEDIA STATISTICS 
• More than half the population ...
Effectiveness of social media and other marketing channels 
© SwingGroup 2011
Effectiveness of social media and other marketing channels 
SOCIAL MEDIA MARKETING ADVANTAGES 
• Attract unique target gro...
FULFILLING YOUR BRAND PROMISE
Fulfilling your brand promise 
DIGITAL CUSTOMER EXPERIENCE
Fulfilling your brand promise 
WHICH STORY IS CAPABLE OF MOVING THE 
EMOTIONS OF YOUR PUBLIC? 
• Brand – activation – conv...
Fulfilling your brand promise 
THE VALUE OF EXPERIENCES 
• The experience element in the above formula is 
critical 
• Exp...
GETTING THE CONVERSATION ON 
YOUR BRAND GOING
Getting the conversation on your brand going 
THE NEW FRAMEWORK EXPERIENCE TOOLS 
• High connectivity with different socia...
© SwingGroup 2011
Bare Associates International | SwingBuzz l Kick-off E-mail 
© SwingGroup 2011
Bare Associates International | SwingBuzz Homepage 
© SwingGroup 2011
Bare Associates International | SwingBuzz ‘Refer-a-friend’ social media connection | Facebook 
© SwingGroup 2011
SwingBuzz Demo Action 1 | ‘Refer-a-friend’ homepage | Survey invite 
© SwingGroup 2011
SwingBuzz Demo Action 1 | ‘Refer-a-friend’ prize page | Non-campaign related prizes 
© SwingGroup 2011
SwingBuzz Demo Action 1 | ‘Refer-a-friend’ social media connection | Facebook 
© SwingGroup 2011
SwingBuzz Demo Action 2 | ‘Refer-a-friend’ homepage | Sample/product test invite 
© SwingGroup 2011
SwingBuzz Demo Action 2 | ‘Refer-a-friend’ prize page | Campaign related gifts 
© SwingGroup 2011
SwingBuzz Demo Action 2 | ‘Refer-a-friend’ social media connection | Facebook 
© SwingGroup 2011
Getting the conversation on your brand going 
MEASURING RETURN ON YOUR 
INVESTMENT 
• Metrics to track market impact and g...
SwingBuzz – KPI Dashboard 
© SwingGroup 2011
WHY WOULDN’T ANYONE RECOMMEND 
YOUR BRAND TO ANOTHER?
SWINGGROUP 
Best-of-class in incentive marketing solutions
Thank you for your 
attention 
SwingGroup Benelux 
Dampoortstraat 265 b3 
8310 Brugge 
Belgium 
Tel. +32 (0)50 50 24 61 
s...
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Effective customer referral through social media marketing

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Learn why loyal customers are more profitable, how customer referral through social media helps you to effectively attract new ones and the keys to success for a social referral platform.

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Effective customer referral through social media marketing

  1. 1. SWINGGROUP Boosting Results ‘Effective customer referral through social media marketing’ - 2014 -
  2. 2. WHY WOULD ANYONE RECOMMEND YOUR BRAND TO ANOTHER?
  3. 3. Why would anyone recommend your brand to another? FOUR TYPES OF LOYAL CUSTOMERS
  4. 4. Why would anyone recommend your brand to another? SALES FUNNEL OF A (NEW) CUSTOMER
  5. 5. Why would anyone recommend your brand to another? CUSTOMER TO LOYAL CUSTOMER?
  6. 6. Why would anyone recommend your brand to another? THE LOYALTY LOOP
  7. 7. Why would anyone recommend your brand to another? THE FAN LOOP
  8. 8. Why would anyone recommend your brand to another? WHY LOYAL CUSTOMERS ARE MORE PROFITABLE
  9. 9. Why would anyone recommend your brand to another? HIGHER CUSTOMER LOYALTY HELPS YOU ACHIEVE YOUR COMPANY GOALS • Deliver superior customer value • Increase revenue and market share • Higher contribution margins • Increase customer share of wallet • Better company or brand image • Attract and retain the best employees
  10. 10. EFFECTIVENESS OF SOCIAL MEDIA AND OTHER MARKETING CHANNELS
  11. 11. Effectiveness of social media and other marketing channels THE EVER EVOLVING WEB – THE POWER OF NETWORKS
  12. 12. Effectiveness of social media and other marketing channels SOCIAL WEB USAGE
  13. 13. Effectiveness of social media and other marketing channels METCALFE’S LAW • The greater the number of users in a network the greater the value of that network • The greater its power of attraction for potential new users • It is an exponential curve
  14. 14. Effectiveness of social media and other marketing channels SOME SOCIAL MEDIA STATISTICS • More than half the population is under 30 • 96% of Millennials have joined a social network • Facebook has more internet traffic than Google • YouTube is the second largest search engine in the world • 25% of search results for the World’s Top 20 largest brands are links to user-generated content • 34% of bloggers post opinions about products & brands • 80% of companies use social media for recruitment • Social Media is the #1 activity on the web
  15. 15. Effectiveness of social media and other marketing channels © SwingGroup 2011
  16. 16. Effectiveness of social media and other marketing channels SOCIAL MEDIA MARKETING ADVANTAGES • Attract unique target groups • Lower acquiring and retention cost • More positive word of mouth • Higher customer satisfaction • Better customer knowledge • Higher brand awareness • Higher customer lifetime value
  17. 17. FULFILLING YOUR BRAND PROMISE
  18. 18. Fulfilling your brand promise DIGITAL CUSTOMER EXPERIENCE
  19. 19. Fulfilling your brand promise WHICH STORY IS CAPABLE OF MOVING THE EMOTIONS OF YOUR PUBLIC? • Brand – activation – conversation • Start with company and brand strategy • Delivering a consistent experience across all channels and touch points is the new challenge • Helping consumers to talk constructively about your brand • Turning loyal customers into brand ambassadors • Every person is a medium
  20. 20. Fulfilling your brand promise THE VALUE OF EXPERIENCES • The experience element in the above formula is critical • Experience and conversations are the engine room of learning, and conversation is the first learning technology
  21. 21. GETTING THE CONVERSATION ON YOUR BRAND GOING
  22. 22. Getting the conversation on your brand going THE NEW FRAMEWORK EXPERIENCE TOOLS • High connectivity with different social media and platforms • Platform for creating consistent and unique digital customer experiences • Using tailor-made incentives to boost conversations and customer referral • Generating customer intelligence - referral value • Scalable and flexible for seizing every opportunity instantaneously
  23. 23. © SwingGroup 2011
  24. 24. Bare Associates International | SwingBuzz l Kick-off E-mail © SwingGroup 2011
  25. 25. Bare Associates International | SwingBuzz Homepage © SwingGroup 2011
  26. 26. Bare Associates International | SwingBuzz ‘Refer-a-friend’ social media connection | Facebook © SwingGroup 2011
  27. 27. SwingBuzz Demo Action 1 | ‘Refer-a-friend’ homepage | Survey invite © SwingGroup 2011
  28. 28. SwingBuzz Demo Action 1 | ‘Refer-a-friend’ prize page | Non-campaign related prizes © SwingGroup 2011
  29. 29. SwingBuzz Demo Action 1 | ‘Refer-a-friend’ social media connection | Facebook © SwingGroup 2011
  30. 30. SwingBuzz Demo Action 2 | ‘Refer-a-friend’ homepage | Sample/product test invite © SwingGroup 2011
  31. 31. SwingBuzz Demo Action 2 | ‘Refer-a-friend’ prize page | Campaign related gifts © SwingGroup 2011
  32. 32. SwingBuzz Demo Action 2 | ‘Refer-a-friend’ social media connection | Facebook © SwingGroup 2011
  33. 33. Getting the conversation on your brand going MEASURING RETURN ON YOUR INVESTMENT • Metrics to track market impact and gather customer insights: • Forward rate • Response rate • Click-through rate • Click-per-action rate • NPS (Net Promoter Score)
  34. 34. SwingBuzz – KPI Dashboard © SwingGroup 2011
  35. 35. WHY WOULDN’T ANYONE RECOMMEND YOUR BRAND TO ANOTHER?
  36. 36. SWINGGROUP Best-of-class in incentive marketing solutions
  37. 37. Thank you for your attention SwingGroup Benelux Dampoortstraat 265 b3 8310 Brugge Belgium Tel. +32 (0)50 50 24 61 sales@swinggroup.be Linkedin.com/company/swinggroup be.linkedin.com/in/everaertgunther @swinggroup -@gunar2 -@swinggift WWW.SWINGGROUP.EU WWW.MOTISHA.COM
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