EngageSciences
twitter.com/engagesciences facebook.com/engagesciences
MAKING LOYALTY SOCIAL
Don’t just engage customers, a...
DON’T JUST ENGAGE CUSTOMERS, ACTIVATE THEM
EngageSciences is a new breed of social marketing platform that is focused on a...
WHAT WE WILL COVER
1) How to profile a customer to identify valuable segments and target individual advocates based on the...
WHY SHOULD YOU DO SOCIAL MEDIA MARKETING?
TO CREATE BETTER RELATIONSHIPS
WITH CUSTOMERS
Monday, 9 September 13
WHY SHOULD YOU DO SOCIAL MEDIA MARKETING?
TO KEEP CLOSE TO CUSTOMERS
BETWEEN VISITS ONLINE OR IN STORE
Monday, 9 September...
WHY SHOULD YOU DO SOCIAL MEDIA MARKETING?
TO CAPTURE DATA ABOUT FANS, THEIR
BEHAVIOUR AND PREFERENCES
Monday, 9 September ...
WHY SHOULD YOU DO SOCIAL MEDIA MARKETING?
TO REACH THE FRIENDS OF YOUR FANS
THROUGH ADVOCACY
Monday, 9 September 13
THE SOCIAL MEDIA LOYALTY CYCLE
Monday, 9 September 13
ACTIVATING LOYALTY
Monday, 9 September 13
THE IMPORTANCE OF ADVOCATES
Only 4.7% of a typical brand’s fan base are responsible for 100% of the social referrals.
Most...
REFER A FRIENDREWARD TOP FANS
Leverage campaign types that reward your fans for their
part in driving your social campaign...
SOCIAL LOYALTY
Implement loyalty programs and bring in long term gamification
principles to drive repeat engagement amongs...
ENGAGE FANS WITH REGULAR CAMPAIGNS
Successful social marketers publish multiple campaigns every month, leveraging viral me...
SPEED OF EXECUTION IS IMPORTANT
But don’t compromise on quality. You need to think about the tools you will employ to do t...
GAMIFICATION: BADGES, POINTS & LEVELS
A profile is automatically created for anyone that interacts with any of the apps.
T...
LEADERBOARDS, UNLOCKS & CHALLENGES
Leaderboards are shown for friends who can be invited to join the program and
participa...
LOYALTY ISN’T A SILO
Your loyalty program is not a silo app with EngageSciences. It can
be run across every app you build ...
Manage, edit and create new gamification
programs including elements such as badges,
points, levels, challenges and unlock...
Easily define rules for providing
achievements within a social
loyalty program, whether it be
points, badges, challenges o...
Manually award badges or points to anyone at anytime, including
for great comments to your posts.
REWARD FANS FOR COMMENTS...
ANALYZE RESULTS
Analyze your social marketing performance to understand who you are engaging, the demographics and compara...
HOW ARE YOU RE-ENGAGING YOUR AUDIENCE?
Each campaign should be analyzed to see how you are re-engaging your audience. Spec...
PROFILE FOLLOWERS & BUILD THE FAN DATABASE
It is all about the data. Fan segments will represent very different levels of ...
FAN PROFILES
Click through on any member of the audience database
and see a full timeline of that individual’s interaction...
AMPLIFY THE VOICES OF ADVOCATES
Discover the best advocacy from across the social web, filter, curate and publish it acros...
DISCOVER SOCIAL ADVOCACY
Set-up feeds from across the social web, including Instagram, YouTube, Twitter, Flickr, Facebook,...
PUBLISH SOCIAL CONTENT TO YOUR WEBSITE
Publish the best of what your fans are saying and other aggregated
social content f...
FULL CMS CONTROL OF LAYOUT
Easily manage the layout of your curated content pages. Set up a web channel
and publish to you...
WHAT IS THE ROLE OF LOYALTY IN SOCIAL MEDIA MARKETING?
Monday, 9 September 13
CROSS POLLINATE LOYALTY PROGRAMS AND SOCIAL MEDIA MARKETING
Monday, 9 September 13
Hashtags have now been
rolled out across all major
social networks. The
hashtag is now the main
CTA brands can use to co-
...
CUSTOMER SUCCESS STORY: RAKUTEN
Play.com, part of the Rakuten group, saw a significant increase in revenue from social med...
QUESTIONS?
Olly Foot, Managing Director of MRM Meteorite oliver.foot@mrm-meteorite.com
Richard Jones, CEO, EngageSciences ...
EngageSciences
twitter.com/engagesciences facebook.com/engagesciences
MAKING LOYALTY SOCIAL
Don’t just engage customers, a...
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Loyalty world webinar

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Loyalty world webinar

  1. 1. EngageSciences twitter.com/engagesciences facebook.com/engagesciences MAKING LOYALTY SOCIAL Don’t just engage customers, activate them! Monday, 9 September 13
  2. 2. DON’T JUST ENGAGE CUSTOMERS, ACTIVATE THEM EngageSciences is a new breed of social marketing platform that is focused on advocacy and activation, leveraging a brand’s existing social media following to drive long-term marketing results. Globally recognized brands rely on EngageSciences to track, analyze and activate their fan bases, increasing advocate activity across all major social networks. These customer wins have propelled us to be the fastest developing company in our space, doubling in size every four months. Monday, 9 September 13
  3. 3. WHAT WE WILL COVER 1) How to profile a customer to identify valuable segments and target individual advocates based on their observed behaviour and preferences on interacting on social channels. 2) How to develop ongoing loyalty programs that recognise and reward customers for taking part in an array of campaign mechanics and for recruiting their friends. 3) How social data and loyalty data be used to cross-pollinate each other and boost the performance of other marketing channels. Monday, 9 September 13
  4. 4. WHY SHOULD YOU DO SOCIAL MEDIA MARKETING? TO CREATE BETTER RELATIONSHIPS WITH CUSTOMERS Monday, 9 September 13
  5. 5. WHY SHOULD YOU DO SOCIAL MEDIA MARKETING? TO KEEP CLOSE TO CUSTOMERS BETWEEN VISITS ONLINE OR IN STORE Monday, 9 September 13
  6. 6. WHY SHOULD YOU DO SOCIAL MEDIA MARKETING? TO CAPTURE DATA ABOUT FANS, THEIR BEHAVIOUR AND PREFERENCES Monday, 9 September 13
  7. 7. WHY SHOULD YOU DO SOCIAL MEDIA MARKETING? TO REACH THE FRIENDS OF YOUR FANS THROUGH ADVOCACY Monday, 9 September 13
  8. 8. THE SOCIAL MEDIA LOYALTY CYCLE Monday, 9 September 13
  9. 9. ACTIVATING LOYALTY Monday, 9 September 13
  10. 10. THE IMPORTANCE OF ADVOCATES Only 4.7% of a typical brand’s fan base are responsible for 100% of the social referrals. Most brands don’t know who these fans are and don’t have frameworks to work with them and expand their number. These top advocates give you 176x the reach of the average fan that interacts with your posts and campaigns. Just increasing this group by a single per cent has massive impact downstream on social marketing reach and socially referred commerce. This is your brand army. Monday, 9 September 13
  11. 11. REFER A FRIENDREWARD TOP FANS Leverage campaign types that reward your fans for their part in driving your social campaign success. Your advocate base has huge reach. Work with them. Run ongoing programs that track referrals over time and provide tiers of incentives to your fans for getting their friends to convert on your promotions.Refer a friend Creator: Lee Shepstone | Modified: Tue Apr 03 2012 Start: Understand the program and get incentivised to start Refer a friend Share Share. Reward. Earn. one five win Refer Refer just one friend to Nokia, and claim your reward. Your friend gets a deal too. Refer five friends to Nokia and you'll get an exclusive reward only available here. Our top referrers can win fabulous prizes. Each month we give out amazing and exclusive prizes to our most loyal fans. Refer Recent fans collecting rewards Refer a friend Creator: Lee Shepstone | Modified: Tue Apr 03 2012 Reward dashboard: Check your rewards and earnings Refer a friend Share Invite Invite more friends Share to all Post to your wall, earn when friends click through Share Get more friends on board hello alex 9 Friends invited so far. You can always invite more. Referral unlocked. Get 25% off any Nokia speakers or headphones accessories. Welcome back to your reward dashboard. 1 More referrals to go. Unlock your next reward when you reach 5 referrals.2 Your friends who've joined Nokia refer a friend Claim Monday, 9 September 13
  12. 12. SOCIAL LOYALTY Implement loyalty programs and bring in long term gamification principles to drive repeat engagement amongst your social media followers. With user journeys optimized for both a desktop and mobile experience, get your fans to perform all sorts of actions with you that drive your marketing goals. Mobile Spalsh Dashboard|Badges BadgeDetails FriendsTab Desktop|Dashboardbannerrotation Monday, 9 September 13
  13. 13. ENGAGE FANS WITH REGULAR CAMPAIGNS Successful social marketers publish multiple campaigns every month, leveraging viral mechanics that get fans to share and invite branded experiences with their friends, leveraging a mixture of messaging tactics and apps that capture data. Monday, 9 September 13
  14. 14. SPEED OF EXECUTION IS IMPORTANT But don’t compromise on quality. You need to think about the tools you will employ to do this. Monday, 9 September 13
  15. 15. GAMIFICATION: BADGES, POINTS & LEVELS A profile is automatically created for anyone that interacts with any of the apps. This profile records the engagement and attainment of the fan across your campaigns and activities linked to the loyalty program. Monday, 9 September 13
  16. 16. LEADERBOARDS, UNLOCKS & CHALLENGES Leaderboards are shown for friends who can be invited to join the program and participate in the brand activities, accessing content, competitions, challenges and much more. Monday, 9 September 13
  17. 17. LOYALTY ISN’T A SILO Your loyalty program is not a silo app with EngageSciences. It can be run across every app you build with our platform. The results are integrated into the audience database and fan profiles accessed through the messaging console. It is the most complete approach to creating better relationships with your fans. It is at the heart of community activation. Monday, 9 September 13
  18. 18. Manage, edit and create new gamification programs including elements such as badges, points, levels, challenges and unlocks. GAMIFICATION CONSOLE Monday, 9 September 13
  19. 19. Easily define rules for providing achievements within a social loyalty program, whether it be points, badges, challenges or unlocks. RULES ENGINE Monday, 9 September 13
  20. 20. Manually award badges or points to anyone at anytime, including for great comments to your posts. REWARD FANS FOR COMMENTS Monday, 9 September 13
  21. 21. ANALYZE RESULTS Analyze your social marketing performance to understand who you are engaging, the demographics and comparative performance against past campaigns as well as the entitlements people are earning and the levels completed. This will allow you to optimize all your activities to turn more followers into engaged fans and ultimately advocates. Monday, 9 September 13
  22. 22. HOW ARE YOU RE-ENGAGING YOUR AUDIENCE? Each campaign should be analyzed to see how you are re-engaging your audience. Specific interest should be placed on how a campaign re-engages dormant members of your audience. Remember, engaged fans are what you are after. Look at how many new audience members the campaign created as well as how many existing audience members re-engaged. You need to think well beyond ‘how many likes did I get?’. Monday, 9 September 13
  23. 23. PROFILE FOLLOWERS & BUILD THE FAN DATABASE It is all about the data. Fan segments will represent very different levels of value to you. You need a strategy to engage them and track their interactions. If you profile a fan’s behavior over the long-term, you will start to see the value you are getting from them, including how much they promote your brand and the social referrals this generates amongst their friends. Monday, 9 September 13
  24. 24. FAN PROFILES Click through on any member of the audience database and see a full timeline of that individual’s interactions with your marketing campaigns and their value to you. Monday, 9 September 13
  25. 25. AMPLIFY THE VOICES OF ADVOCATES Discover the best advocacy from across the social web, filter, curate and publish it across your digital properties. Monday, 9 September 13
  26. 26. DISCOVER SOCIAL ADVOCACY Set-up feeds from across the social web, including Instagram, YouTube, Twitter, Flickr, Facebook, Bazaarvoice, blogs and more. Define keywords and filters to find what your advocates are saying about your brand and your campaigns. Monday, 9 September 13
  27. 27. PUBLISH SOCIAL CONTENT TO YOUR WEBSITE Publish the best of what your fans are saying and other aggregated social content from across the social web directly into your website, campaign microsites or into your social apps. Monday, 9 September 13
  28. 28. FULL CMS CONTROL OF LAYOUT Easily manage the layout of your curated content pages. Set up a web channel and publish to your website or campaign microsite in a few easy steps. Monday, 9 September 13
  29. 29. WHAT IS THE ROLE OF LOYALTY IN SOCIAL MEDIA MARKETING? Monday, 9 September 13
  30. 30. CROSS POLLINATE LOYALTY PROGRAMS AND SOCIAL MEDIA MARKETING Monday, 9 September 13
  31. 31. Hashtags have now been rolled out across all major social networks. The hashtag is now the main CTA brands can use to co- ordinate the feedback loop from fans. Social media should be used as the long tail of your marketing, and with EngageSciences you have a platform that can be the social glue that links TV ad spend, digital campaign execution and CRM. LINKING ADVERTISING TO DIGITAL INTERACTION & CRM Monday, 9 September 13
  32. 32. CUSTOMER SUCCESS STORY: RAKUTEN Play.com, part of the Rakuten group, saw a significant increase in revenue from social media followers using the EngageSciences platform, turning social media into the most cost effective marketing channel they operate. This success led to the Rakuten group implementing EngageSciences in Japan, US, France and other markets. Rakuten is the third largest eCommerce company in the world. Rakuten loyalty program - Super Points - is central to their customer engagement operations. 280K fan growth in 12 months $3M in revenue from Facebook 24%more revenue from customers that become fans more value from customers acquired from social campaigns Monday, 9 September 13
  33. 33. QUESTIONS? Olly Foot, Managing Director of MRM Meteorite oliver.foot@mrm-meteorite.com Richard Jones, CEO, EngageSciences richard@engagesciences.com To get us going here are a few questions for Olly: 1. What changes have you seen in the way data is managed across CRM, social media and loyalty programs? 2. Is content a new second currency for loyalty programs in a world so heavily influenced by social media? 3. How have you seen the role of analytics change with the advent of social platforms? Monday, 9 September 13
  34. 34. EngageSciences twitter.com/engagesciences facebook.com/engagesciences MAKING LOYALTY SOCIAL Don’t just engage customers, activate them! Monday, 9 September 13
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