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

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

    • Matt Howland Vice-President TIBCO Loyalty Labmhowland@tibco.com
    • What do marketers do?
    • On the surface…
    • Attract On the surface…
    • Attract Convert
    • Attract Convert Retain
    • …but underneathAttract Convert Retain
    • …but underneathAttract Convert Retain Purchase Engage Understand Repurchase SubscribeAttract Reward Renew Trial Upgrade Enroll Communicate
    • A tale of two paths
    • Computing
    • Loyalty
    • 2020
    • 1623
    • 1793
    • 1837
    • 1872
    • 1890
    • 1891
    • 1982
    • 1981
    • 1983
    • 1992
    • 1996
    • 1993
    • 1995
    • 1989
    • 1991
    • A tale of convergence
    • Computing Loyalty2003 2003
    • TREND #1Real Time
    • 2003
    • 2003
    • 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
    • Poll Question #1 Are your existing systemscapable of real time interactions?
    • TREND #3Big Data
    • Recharge now2009 for 10% discount? Confirm No Thanks
    • TREND #4EVENT-DRIVENINTERACTIONS• Real-time understanding• Real-time action to influence in the moment• Deliver hyper-personal experiences• Maxiumum power of influence
    • TREND #5 TIME-BASED POSTING• Morning posts to influence breakfast decisions• Seasonal offers like summer fitness specials• Surprise and delight on birthdays
    • TREND #6 Social
    • 2010
    • 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)
    • Poll Question #2 Is social part of your loyaltystrategy in the next 12 months?
    • TREND #8Mobile
    • 2012• Check-in• Location-based offers• Context-based offers
    • Poll Question #3 Is mobile part of your loyaltystrategy in the next 12 months?
    • TREND #9Payments
    • “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
    • LoyaltyComputing 2020
    • TREND #10Serendipity
    • Offers looking for people
    • 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
    • 45% DiscountFavourite BrandValid for next 2 hours Detected Close-By High Value Customer Last Visit 45 days ago
    • 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!!
    • Share our experience
    • loyaltylab@tibco.com