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Loyalty Lab April 2009 Google Doc
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Loyalty Lab April 2009 Google Doc


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    • 1. Next Generation Loyalty & Marketing Platform Loyalty Lab, Inc. April 2009
    • 2. Today’s Loyalty Imperative
      • Marketers will survive the recession and emerge ready to resume their growth by investing in loyal customers
      • Even loyal customers are making tough choices of where and how much they spend
      • Brands that identify, listen to and engage more broadly, more creatively and with more relevance will best retain and grow their best customers
      • Simply, loyalty is about creating and executing programs that drive more frequent, higher margin sales
    • 3. Loyalty Lab Powers Return on Marketers’ Innovation
      • That is where Loyalty Lab comes in
      • By simplifying traditional loyalty practices by applying the best of today’s technologies
      • And pioneering the design and implementation of the next generation of loyalty concepts
      • Loyalty Lab has set a new level of expectations for innovative consumer brands.
    • 4. A Growing Number of Successful Clients
    • 5. Loyalty Metrics: Results Speak For Themselves
      • Impact on Frequency:
        • 80% lift in overall frequency
        • 250% increase in repeat purchase rate among new program members
      • Impact on Retention:
        • 22% increase in retention rate among elite tier
      • Impact on Overall Revenues:
        • 90% lift in overall revenue among members
        • 67% lift in overall revenue among members
        • 40% lift in overall revenue among members
      • Other Impacts:
        • 4X Click-Thru rates
        • Reallocation of advertising spend
        • Adjustment of assortments to favor repeat customers
    • 6. Introducing Loyalty Lab
      • A game changer
        • We challenged the status quo by bringing elite-tier capabilities to every tier of market…
      • A market leader
        • … allowing us to become the fastest-growing provider of loyalty program technologies and solutions for consumer brands.
      • A thought leader
        • Technology is speeding up. Consumers and marketers expect more. We continue to innovate. It’s part of our DNA.
      • A partner
        • Our greatest inspiration for success comes directly from our clients ...
      • An agile organization
        • … keeping us focused delivering against their insights, inspirations and real-life operational needs
    • 7. SaaS-Based Approach Initially Changed the Equation…
      • In 2003, Loyalty Lab introduced a completely new approach to powering consumer loyalty…
      • SaaS-Based Architecture | Dramatic Drop in Cost & Time | Deep Domain Expertise
      Core systems are built from the ground up to handle large scale data volumes. Enabling rapid feature development and empowering flexible programs Quarterly releases built on our core API’s deliver best in class feature sets Innovative Features Flexible Processes + Open APIs Scalable Foundation
    • 8. Our Technologies
        • Visible Point programs
        • Invisible Point programs
        • Progressive member tiers
        • Integration of disparate data feeds
        • Targeted promotions and campaigns
        • Reward triggers and catalogs
        • Code-based product registration
        • Standard and ad hoc reporting
    • 9. Powerful Customer Retention & Development Products
      • Loyalty Lab Reward TM
      • Our market leading loyalty, rewards and best customer management platform
        • Out-of-the-box and ready to implement
        • “ Generic” point accruals
        • Brand-focused clubs
        • Flexible reward and benefit options
      • Loyalty Lab Link TM
      • Integrated code creation and management for CPG, media and pharmaceutical marketers.
        • Direct consumer input of “proof of purchase
        • Scalable, tamper-proof unique codes
        • Identify consumers and transaction at channel and product level
      • Loyalty Lab Insight TM
      • Rapid solution for rich customer insights through reporting and analysis.
        • Leverages Loyalty Lab’s data warehouse
        • Outstanding BI solution at reasonable price
        • Ad hoc tool lets you design own reports
        • OLAP enables deep exploration quickly
    • 10. Platform Eatables Easy Data In and Communications Out Response Tracking Reporting Analysis ETLs/ XSLTs APIs Program Settings Engagement Engines Marketer Control Panel Web/Catalog Transaction Data Product Data CDW Data Community Data Campaign Email Triggered Email Widgets and Websites Social Media Rewards Partner Activity Data Social Media Data Customer Care Data Optimized Common Data Model Store Transaction Data Web Analytics Data Product Codes
    • 11. APIs Provide Companies a Choice of How Consumers Interact
      • Loyalty Lab’s Microsites are easy to implement and include each of the core loyalty program pages:
        • Registration and My Account
        • Statement
        • Offers
        • Static content pages
      • While Loyalty Lab’s APIs allow marketers to access and utilize loyalty data, offers and functionality as they want and where they want
        • Full and summary statements
        • Integrated registration
        • Sweepstakes, auction and game integration
        • Promotions and offer communication
    • 12. Getting to Market Quickly Program Requirements and Implementation Program Launch Launch, Test, Measure, and Refine Design & Requirements 4 - 6 weeks Implementation 8 – 10 weeks Requirements & Gap Analysis Solution Design Program Strategy Understand program plans Data Integrations Iterate and Improve Program Management Measure results, test offers, optimize design Program Configuration Creative, Partner Integration Stage and Test Training Software and Program Launch
    • 13. Ensuring Successful Programs
        • Focused loyalty best practices for well-scoped initiatives
        • Comprehensive loyalty strategies, program designs and economic modeling
        • Cooperative design and expertise with category experts
      Loyalty Lab ensures compelling and successful programs with a flexible engagement model
    • 14. Best Practices Drive Better Designs and Ongoing Performance Significantly increases customer insights Easy to understand and consistent with brand Worth-It factor – “I can see a path…” Speaks uniquely to the targeted consumer segment(s) Allocates funding investment strategically Recognizes and rewards behavior aligned to company success Has a unique, defensible hook Satisfies a marketer’s wish list of tools Grows with the company, adapts with experience and remains fresh Has visibility across the organization and is championed from the very top ++ Great + Good √ Average - Bad -- Terrible
    • 15. Traditional Loyalty Models
      • Solid ROI
        • Proven results – repeat and retention focus
        • Dependent on critical mass
      • Heavily aligned to transactions
      • Closed system
      • All touch-points under direct control of brands
      Online Brick & Mortar Brand Store, Showroom, Call Center Direct Mail, Coupons Web Site Email
    • 16. The New Loyalty Model
      • Significantly broadens how brands think about “interactions”
      • Structures and empowers brand advocates
      • Deepens customer insights
      • Builds over time
      Social Networks Brand Properties & Communities Influence Reviews Blog, Twitter Facebook, MySpace Photo, Video Bookmarking Web Site, Catalogs Customer Service Targeted Offers, Promos Mobile UGC, Forums Stores Customer Loyalty System
    • 17. Higher Levels of ROI
      • Increased engagement really ties to increased, more frequent purchasing – more purchases from existing customers
      • More engagement leads to more relevant search and more informed decisions – lower acquisition costs
      • Loyalty tools equally capture purchase transactions and social interactions – truly holistic and actionable view of the customer
      • Connecting elements accelerates trial and active participation – achieve critical mass more quickly
      • Better differentiation of brands’ unique characters – programs that stand out from the noise
    • 18. Why Choose Loyalty Lab: Your Success is Our Success
      • Substantial Domain Expertise
        • Retail
        • Consumer products & services
        • Social media
      • Software-as-a-Service Delivery
        • No new hardware of software
        • Automatic upgrades
        • Accessed via web on any computer
      • Fast to Market
        • Complete program configuration in days not weeks or months
        • Phased implementation goals
      • Superior ROI
        • Purchasing and retention lift
        • Lower costs and resources required