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 @ http://forms.loyaltylab.com/2020predictions_webinar

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

  1. 1. Matt Howland Vice-President TIBCO Loyalty Labmhowland@tibco.com
  2. 2. What do marketers do?
  3. 3. On the surface…
  4. 4. Attract On the surface…
  5. 5. Attract Convert
  6. 6. Attract Convert Retain
  7. 7. …but underneathAttract Convert Retain
  8. 8. …but underneathAttract Convert Retain Purchase Engage Understand Repurchase SubscribeAttract Reward Renew Trial Upgrade Enroll Communicate
  9. 9. A tale of two paths
  10. 10. Computing
  11. 11. Loyalty
  12. 12. 2020
  13. 13. 1623
  14. 14. 1793
  15. 15. 1837
  16. 16. 1872
  17. 17. 1890
  18. 18. 1891
  19. 19. 1982
  20. 20. 1981
  21. 21. 1983
  22. 22. 1992
  23. 23. 1996
  24. 24. 1993
  25. 25. 1995
  26. 26. 1989
  27. 27. 1991
  28. 28. A tale of convergence
  29. 29. Computing Loyalty2003 2003
  30. 30. TREND #1Real Time
  31. 31. 2003
  32. 32. 2003
  33. 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. 34. Poll Question #1 Are your existing systemscapable of real time interactions?
  35. 35. TREND #3Big Data
  36. 36. Recharge now2009 for 10% discount? Confirm No Thanks
  37. 37. TREND #4EVENT-DRIVENINTERACTIONS• Real-time understanding• Real-time action to influence in the moment• Deliver hyper-personal experiences• Maxiumum power of influence
  38. 38. TREND #5 TIME-BASED POSTING• Morning posts to influence breakfast decisions• Seasonal offers like summer fitness specials• Surprise and delight on birthdays
  39. 39. TREND #6 Social
  40. 40. 2010
  41. 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. 42. Poll Question #2 Is social part of your loyaltystrategy in the next 12 months?
  43. 43. TREND #8Mobile
  44. 44. 2012• Check-in• Location-based offers• Context-based offers
  45. 45. Poll Question #3 Is mobile part of your loyaltystrategy in the next 12 months?
  46. 46. TREND #9Payments
  47. 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. 48. LoyaltyComputing 2020
  49. 49. TREND #10Serendipity
  50. 50. Offers looking for people
  51. 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. 52. 45% DiscountFavourite BrandValid for next 2 hours Detected Close-By High Value Customer Last Visit 45 days ago
  53. 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. 54. Share our experience
  55. 55. loyaltylab@tibco.com

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