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Webinar On-Demand: Top 10 Predictions for Building Loyalty with Tomorrow’s Consumer

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Real-time Engagement, Big Data, Event-driven Interaction Among Trends that Support the Personalized Experience at Moment of Contact that Consumers Expect. Replay the webinar @ …

Real-time Engagement, Big Data, Event-driven Interaction Among Trends that Support the Personalized Experience at Moment of Contact that Consumers Expect. Replay the webinar @ http://forms.loyaltylab.com/2020predictions_webinar

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  • 1. Matt Howland Vice-President TIBCO Loyalty Labmhowland@tibco.com
  • 2. What do marketers do?
  • 3. On the surface…
  • 4. Attract On the surface…
  • 5. Attract Convert
  • 6. Attract Convert Retain
  • 7. …but underneathAttract Convert Retain
  • 8. …but underneathAttract Convert Retain Purchase Engage Understand Repurchase SubscribeAttract Reward Renew Trial Upgrade Enroll Communicate
  • 9. A tale of two paths
  • 10. Computing
  • 11. Loyalty
  • 12. 2020
  • 13. 1623
  • 14. 1793
  • 15. 1837
  • 16. 1872
  • 17. 1890
  • 18. 1891
  • 19. 1982
  • 20. 1981
  • 21. 1983
  • 22. 1992
  • 23. 1996
  • 24. 1993
  • 25. 1995
  • 26. 1989
  • 27. 1991
  • 28. A tale of convergence
  • 29. Computing Loyalty2003 2003
  • 30. TREND #1Real Time
  • 31. 2003
  • 32. 2003
  • 33. TREND #2REAL-TIMEENGAGEMENT• On the plane – the door shuts and you have earned the points to spend in flight• In store – a receipt prints to bring you back in
  • 34. Poll Question #1 Are your existing systemscapable of real time interactions?
  • 35. TREND #3Big Data
  • 36. Recharge now2009 for 10% discount? Confirm No Thanks
  • 37. TREND #4EVENT-DRIVENINTERACTIONS• Real-time understanding• Real-time action to influence in the moment• Deliver hyper-personal experiences• Maxiumum power of influence
  • 38. TREND #5 TIME-BASED POSTING• Morning posts to influence breakfast decisions• Seasonal offers like summer fitness specials• Surprise and delight on birthdays
  • 39. TREND #6 Social
  • 40. 2010
  • 41. TREND #7SOCIAL GRAPH• Facebook = 12% of time online• Most valuable customers – those with highest lifetime referral value (LRV)• Rewarding advocacy – Tweeting – Posting – Reviewing – Liking – True reach (social influence)
  • 42. Poll Question #2 Is social part of your loyaltystrategy in the next 12 months?
  • 43. TREND #8Mobile
  • 44. 2012• Check-in• Location-based offers• Context-based offers
  • 45. Poll Question #3 Is mobile part of your loyaltystrategy in the next 12 months?
  • 46. TREND #9Payments
  • 47. “A little bit of the right information just alittle beforehand – whether it is a couple ofseconds, minutes, or hours – is morevaluable than all of the information in theworld six months after the fact… this is thetwo-second advantage.”Vivek Ranadivé, TIBCO Founder and CEO
  • 48. LoyaltyComputing 2020
  • 49. TREND #10Serendipity
  • 50. Offers looking for people
  • 51. 6PM Time-Based Decision 40% chance of purchase Offer 10% discount 35oC OutsideHigh Inventory 12PMPast purchase history Offer 15% off Sports DrinkOffer 20% discount Baby Formula in History Offer Buy 2 get 1 free
  • 52. 45% DiscountFavourite BrandValid for next 2 hours Detected Close-By High Value Customer Last Visit 45 days ago
  • 53. Check-In @ YourStore in the Check-In @ YourStore in thenext 30 mins with 5 friends next 30 mins with 5 friends Check-In @ YourStore in the next 30 mins with 5 friendsand receive 50% off!! and receive 50% off!! and receive 50% off!!
  • 54. Share our experience
  • 55. loyaltylab@tibco.com