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Driving loyalty through daily deals and discounts

this is the presentation I used during my talk last september 28, 2012 at the Customer Loyalty Conference

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Driving loyalty through daily deals and discounts

  1. 1. We Add Surprise To EveryCalendar
  2. 2. The Online Group Buying Phenomenon
  3. 3. What is Group Buying? Also known as collective buying, it offers products and services at significantly reduced prices on the condition that a minimum number of buyers would make the purchase. -WikipediaWhat makes Social Commerce websites different?The power of consumers to participate in product/servicefeedback through reviews and virally share the information intheir networks
  4. 4. What are the elements of aGroup Buying Site
  5. 5. How much is bought online? $145B or 4% of US Total Retail in 2009
  6. 6. What was bought online?Source: US Census Bureau (covers non-retail channels only – catalog, phone, internet)
  7. 7. Of the non-retail channels, how muchis bought online? Non-retail channels such as Catalogs, Phone sales… are shifting to e-Commerce
  8. 8. How social commerce isshaping consumer behavior
  9. 9. • Buy goods without having to “touch it”• Use credit card or Paypal instead of cash• Shopping for Convenience
  10. 10. We believe that not all customers arecreated equal ABC Store
  11. 11. Deal Sites is a step away fromLoyalty and Advocacy!
  12. 12. What is the profile of a“Daily Deals” Hunter?
  13. 13. Deal Hunters are…1.Seeking value-for-money (a discount is a MUST!)2.Different Profile for each verticals (Daily Deals, Retail and Travel)3.Impulse buyers
  14. 14. How does Loyalty fits in the big picture?
  15. 15. We make sure we understand what our site visitors need and we deliver!We SURPRISE &DELIGHT ourCustomers We LIVE Hungry We CHAMPIONWe make GREAT IDEASSTRONG MOVES
  16. 16. How do we do understand our sitevisitors and customers? The biggest advantage of being in the social commerce industry is the ability to TRACK repeat/new customers instantly.
  17. 17. Taking a Closer Look at our Loyal Customers
  18. 18. How to keep deal hunters happy =)
  19. 19. Happy customers are payingcustomers• Fresh deals every day• Value-for-money• Easy payment system (credit card, paypal, OTC)• Option for items to be delivered or picked-up• After-sales services What do we do about it?
  20. 20. Case Study
  21. 21. Case Study: Living Lokal