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How to implement a customer loyalty program for ecommerce


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This webinar presentation by ShopSocially and Demandware will show you how Predator Nutrition, a leading ecommerce store, implemented a 360 degree customer engagement model and generated 1000s of loyal enrolments in just 6 months!
These slides will help you:
• Understand how loyalty marketing can get you up to 26% more repeat sales
• Learn actionable tips for setting up your own loyalty program
• Discover how Predator Nutrition achieved a 33% higher average order value (AOV)

Published in: Marketing
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How to implement a customer loyalty program for ecommerce

  1. 1. Samir Palnitkar President @ShopSocially Presenters: Phil Slater Head of Marketing @Predator Nutrition How to Implement a Customer loyalty program: A journey of an ecommerce marketer Tweet : #sswebinar Allyson Dion Partner Marketing Specialist @Demandware
  2. 2.  Company Introductions  Value of Customer Retention  Top challenges faced by marketers  Ways to solve problems in implementing loyalty  Loyalty Marketing strategies adopted by Predator Nutrition  Results that Predator Nutrition achieved  Free e-book & Special Offer by ShopSocially  Questions and Answers Agenda 2
  3. 3. • Demandware Overview About Demandware Proven and Scalable Commerce Cloud Platform • >1,500 sites, thousands of stores powered by Demandware • >10B GMV processed on multi-tenant architecture • Points-of-Delivery around world Clients Move and Grow Faster • Clients launch sites 3X faster (Forrester) • Clients grew over industry average in 2015 • Clients operate in >50 countries Deep Vertical Expertise & Experience • The only Leader on Forrester Waves for digital commerce and POS • Experts in business-to-consumer commerce • Retail Practice focused on shared success
  4. 4. • Demandware Overview Demandware’s Total Offering for Commerce • • • • • • • •
  5. 5. About Predator Nutrition 5 5 15%+ increase in user engagement Leveraging ShopSocially apps on Demandware Platform Exclusive distributors to leading brands e.g. Driven Sports, PES, Body Nutrition, Molecular Nutrition A leading sports nutrition company
  6. 6. 6 About ShopSocially 500+ Global Customers Backed by top CMOs and executives from Facebook, Apple, Google, Best Buy, Eddie Bauer, eBay & Blue Nile Convert Selfies into Sales! Link Technology Partner with Demandware : Integrated single cartridge available for all ShopSocially solutions Offers Social, Referral and Loyalty Solutions to streamline customer acquisition & retention Unified, Enterprise grade, SaaS based premium marketing platform
  7. 7. The Value of Retention 7 Attracting new customers will cost your business 5 times more than keeping an existing customer. 5% increase in customer retention can increase a company’s profitability by 75% Future Profits 80% of your company’s future revenue will come from just 20% of your existing customers 5%CustomerRetention Profit % Keeping current customers Attracting new customers cost Future Customers Current Customers
  8. 8. Top 5 Challenges in implementing loyalty Creating a loyalty proposition that stands out from the competition 1 2 3 Capturing and rewarding customer interactions across all touch points Tracking and Utilizing customer profile data and buying behavior patterns Omni-channel loyalty program with 360 degree engagement1 2 3 4 Rewards for customer interactions on site, offline and social Use best practices to name the loyalty program, customize redemption options and loyalty tiers Comprehensive reporting and analytics for Key metrics Top 5 Ways To Overcome 5 Proactive Promotion strategy for your loyalty program Then Why Marketers Are Hesitant? 4 Designing a loyalty program with a high perceived value 5 Ensuring customer awareness and understanding of the program benefits 8
  9. 9. Journey of ecommerce marketer – Predator Nutrition 9
  10. 10. 360 degree engagement loyalty platform: Ability to reward users for any desirable interaction Increase life time value of customers by 5X+ Increase in word-of-mouth referrals, reviews etc. Customer Loyalty Scheme 10 1000s of customers enrolled into Loyalty scheme
  11. 11. Rewarding Points for Various Activities 11  Ability to set custom loyalty points for friend referrals  Successful referrals are tracked automatically  Members are notified both real-time and via email about points earned E.g. - Referrals  Purchases are tracked automatically and appropriate loyalty points are rewarded to the user  Members can earn loyalty points to write product reviews also E.g. - Purchases Converted referrals into sales at an impressive rate of 25.2% 33% higher Average Order Value (AOV) for loyalty members who redeemed points
  12. 12. Rewarding Points for Various Activities E.g. – Become an email subscriber  Points are awarded for actions such as sharing on Twitter, Instagram, birthday bonus, etc. E.g. - Social Sharing and Engagement  Members are awarded points for email signup 12 70% more purchases by loyalty members who redeemed Daily enrollments of loyalty members shot up by 9.5%
  13. 13. Customer Dashboard An attractive, brand friendly, customizable dashboard is automatically created for end users Can be easily embedded on the website Users can view point history, redeem points, find ways to earn points and more.. 13 Leopard
  14. 14. Loyalty Tiers 14 Customizable loyalty tiers Auto upgrades/downgrades based on points earned within a given time period Customizable tier specific benefits such as points multiplier, access to exclusive redemption options etc.
  15. 15. 1 5 User can redeem points from the dashboard Redemption cards can be customized 15 15 Leopard 15 Daily redemptions increased by 73% after a quarter Redemption Options
  16. 16. Backend Reports 16 Detailed insights into performance data: points earned, redeemed, number of redemptions, top users, repeat sales etc.
  17. 17. 1000s Of loyalty members, word-of-mouth referrals, social posts and followers 33.0% Higher Average Order Value (AOV) for loyalty members who redeemed   25.2% Sales conversion rate for referral traffic generated through refer-a-friend 73.0% Increase in daily redemptions monitored in just one quarter     9.5% Jump in daily enrollments in loyalty program in just one quarter 70.0% More purchases for customers who redeemed loyalty points 17 Results
  18. 18. Download Free eBook on Loyalty Best Practices A Comprehensive Guide to Create A Winning Customer Loyalty Program 18
  19. 19. Thank you Any Questions? Visit us: Write to us: +1 650 701 7759 19