The document discusses best practices in loyalty marketing. It outlines the loyalty ladder that progresses customers from suspects to advocates. It also discusses different types of loyalty programs including points programs, communication programs, and partnership programs. The key elements of a successful loyalty program discussed include clearly defining objectives and target audiences, offering rewarding benefits and tiers, maintaining regular communication, and tracking and measuring program success.
This chapter covers the basic introduction to Customer Relationship Management. It provides a conceptual foundation to CRM practices and implementation of the CRM
This presentation is an overall summary of digital marketing, how it works, the aspects, components, and processes within digital marketing, as well as the effects of social media and how it has revolutionized digital marketing. I hope anyone who views this presentation learns a thing or two about digital marketing!
This chapter covers the basic introduction to Customer Relationship Management. It provides a conceptual foundation to CRM practices and implementation of the CRM
This presentation is an overall summary of digital marketing, how it works, the aspects, components, and processes within digital marketing, as well as the effects of social media and how it has revolutionized digital marketing. I hope anyone who views this presentation learns a thing or two about digital marketing!
Affiliate Marketing, Affiliates, How to be a merchant/ affiliate? How to choose a product? Earn money from affiliate marketing. Become Affiliate Marketing.
Does your marketing strategy satisfy you? We offer content marketing manual, that shows all the necessary tips to implement to make your strategy the most efficient. Enjoy our comic strip!
A sales promotion is a marketing strategy in which a business uses a temporary campaign or offer to increase interest or demand in its product or service.
Sales promotion helps make personal selling and advertising more effective.
This presentation discusses the 7 types of channels that brands use to promote the business covered by Puneet Bhatia - Fundamentals of Digital Marketing
The ppt will help you go through the channels in the simplified manner.
Intent-Based Marketing (Search Marketing)
Brand-Based Marketing (Display Marketing)
Community Based Marketing (Social Media Marketing)
Partner Marketing
Direct Marketing
Content Marketing
Platform-Based marketing
Digital Marketing Channels and ImportanceDusyant Kumar
Digital Marketing Channels have taken over the traditional marketing channels in a storm and have proved their dominance in bringing higher traffic and conversion rate for every kind of business. Here is an insight on how the game of marketing is changing as we speak.
Making CRM Work. The 5 Critical Success Factors.QGate
From our two decades of knowledge and experience, we believe there are 5 areas that are crucial in making a CRM project a success.
Over the last couple of decades, we have had the pleasure of working with customers, helping them to realise the value of their data. There to listen, understand their business needs and guide them through the challenge of turning their data into a profitable asset.
At QGate, we make CRM work. This may seem a bold statement, but it’s true. Over the years, we have experienced the highs and the lows of CRM. We’ve witnessed project failures and the all too common pitfalls that are out there. In many situations, we’ve heard customers blame their previous supplier for the failure, but this is not always true.
We're proud of the many successful CRM projects that QGate have been part of and the long standing relationships we have developed. All of these experiences have shaped who we are today and our belief that there are 5 crucial areas in making a CRM project a success.
If you have a few minutes, take a look at our introductory video which outlines what we believe are the 5 critical success factors for a CRM project.
Hopefully that has given you some food for thought. We wish you every success with your own CRM project.
http://www.qgate.co.uk/qgate-we-make-crm-work/
In our Digital Marketing Presentation (PPT) we have various methodologies of Digital Marketing. In digital marketing, we can generate traffic in both non-paid and paid methods. Based on the budget of the client we can utilize various digital marketing strategies like SEO, PPC, Display Ads, Social Media, Email Marketing, etc.
Digital marketing is marketing that makes use of electronic devices such as computers, tablets, smartphones, cellphones, digital billboards, and game consoles to engage with consumers and other business partners. Internet Marketing is a major component of digital marketing.
And further for more we have discussed various method of Digital Marketing.
Styles To Frame Digital Marketing In Automobile IndustryOmnePresent
Automobile industry is between one of the first company to realize the significance of online presence to attract customers
But right now many Original-Equipment Manufacturers (OEMs) have lagged behind once it comes to consistently approaching their clients online, rather they are till now concentrating mainly on offline marketing or using inconsistent digital opportunities
Below given styles are persuading the industry to think on its online game; according to these modes, companies should take an unified path to fully utilize chances of the digital era
Mr. Rajesh Natrajan is an experienced marketer and digital strategist with over 10 years of
experience in the digital marketing space. He has a vast knowledge of the social media
marketing space and is an expert in leveraging the power of social media to drive business
growth. Here is his presentation which he made on the day of the Vanakkam Digital Meetup - Tircy 2023
2014 Customer Loyalty ASEAN Conference: Lassu (lassuloyalty.com)Jim D Griffin
Jim Griffin discusses three levels of maturity in customer loyalty marketing. He then presents the results of a cross-sectional household survey in the Philippines, concluding with two case studies that illustrate customer loyalty marketing at a cross-roads between mediocrity and excellence. Jim is the founder of Lassu (lassuloyalty.com). He has helped dozens of clients and programs across multiple verticals, including healthcare, travel, retail, telecommunications, banking and business-to-business.
Affiliate Marketing, Affiliates, How to be a merchant/ affiliate? How to choose a product? Earn money from affiliate marketing. Become Affiliate Marketing.
Does your marketing strategy satisfy you? We offer content marketing manual, that shows all the necessary tips to implement to make your strategy the most efficient. Enjoy our comic strip!
A sales promotion is a marketing strategy in which a business uses a temporary campaign or offer to increase interest or demand in its product or service.
Sales promotion helps make personal selling and advertising more effective.
This presentation discusses the 7 types of channels that brands use to promote the business covered by Puneet Bhatia - Fundamentals of Digital Marketing
The ppt will help you go through the channels in the simplified manner.
Intent-Based Marketing (Search Marketing)
Brand-Based Marketing (Display Marketing)
Community Based Marketing (Social Media Marketing)
Partner Marketing
Direct Marketing
Content Marketing
Platform-Based marketing
Digital Marketing Channels and ImportanceDusyant Kumar
Digital Marketing Channels have taken over the traditional marketing channels in a storm and have proved their dominance in bringing higher traffic and conversion rate for every kind of business. Here is an insight on how the game of marketing is changing as we speak.
Making CRM Work. The 5 Critical Success Factors.QGate
From our two decades of knowledge and experience, we believe there are 5 areas that are crucial in making a CRM project a success.
Over the last couple of decades, we have had the pleasure of working with customers, helping them to realise the value of their data. There to listen, understand their business needs and guide them through the challenge of turning their data into a profitable asset.
At QGate, we make CRM work. This may seem a bold statement, but it’s true. Over the years, we have experienced the highs and the lows of CRM. We’ve witnessed project failures and the all too common pitfalls that are out there. In many situations, we’ve heard customers blame their previous supplier for the failure, but this is not always true.
We're proud of the many successful CRM projects that QGate have been part of and the long standing relationships we have developed. All of these experiences have shaped who we are today and our belief that there are 5 crucial areas in making a CRM project a success.
If you have a few minutes, take a look at our introductory video which outlines what we believe are the 5 critical success factors for a CRM project.
Hopefully that has given you some food for thought. We wish you every success with your own CRM project.
http://www.qgate.co.uk/qgate-we-make-crm-work/
In our Digital Marketing Presentation (PPT) we have various methodologies of Digital Marketing. In digital marketing, we can generate traffic in both non-paid and paid methods. Based on the budget of the client we can utilize various digital marketing strategies like SEO, PPC, Display Ads, Social Media, Email Marketing, etc.
Digital marketing is marketing that makes use of electronic devices such as computers, tablets, smartphones, cellphones, digital billboards, and game consoles to engage with consumers and other business partners. Internet Marketing is a major component of digital marketing.
And further for more we have discussed various method of Digital Marketing.
Styles To Frame Digital Marketing In Automobile IndustryOmnePresent
Automobile industry is between one of the first company to realize the significance of online presence to attract customers
But right now many Original-Equipment Manufacturers (OEMs) have lagged behind once it comes to consistently approaching their clients online, rather they are till now concentrating mainly on offline marketing or using inconsistent digital opportunities
Below given styles are persuading the industry to think on its online game; according to these modes, companies should take an unified path to fully utilize chances of the digital era
Mr. Rajesh Natrajan is an experienced marketer and digital strategist with over 10 years of
experience in the digital marketing space. He has a vast knowledge of the social media
marketing space and is an expert in leveraging the power of social media to drive business
growth. Here is his presentation which he made on the day of the Vanakkam Digital Meetup - Tircy 2023
2014 Customer Loyalty ASEAN Conference: Lassu (lassuloyalty.com)Jim D Griffin
Jim Griffin discusses three levels of maturity in customer loyalty marketing. He then presents the results of a cross-sectional household survey in the Philippines, concluding with two case studies that illustrate customer loyalty marketing at a cross-roads between mediocrity and excellence. Jim is the founder of Lassu (lassuloyalty.com). He has helped dozens of clients and programs across multiple verticals, including healthcare, travel, retail, telecommunications, banking and business-to-business.
Start your journey to personalising the customer experience.
This guide will challenge you to do some housekeeping and reconsider how you think about your current and future loyalty personalisation efforts.
Loyalty is more than just a program it is becoming a vehicle for brand philosophy. The new breed of successful loyalty programs go beyond perks to build impactful emotional connections with customers. Unparalleled customer loyalty begins and ends with the quality of your relationships with customers.
7 ways a customer loyalty platform boost brand engagementgroupfio1
Customer loyalty programs play a huge role in retaining customers. In this highly competitive market, it can extend the brand's reach, Do you people want to know more, check out the below link.
https://www.groupfio.com/7ways-a-customer-loyalty-platform-boosts-brand-engagement/
Driving Lifelong Customer Devotion With Loyalty Campaigns ConfirmationTrustpilot
The best customers are loyal, repeat purchasers who come back to your business again and again for services and products they feel they can rely on. Generating a lifetime of value out of a customer drives down costs while increasing returns and paves the way for word-of-mouth referrals. Do you know how to create and capitalize on customer loyalty?
In this compelling webinar from Wpromote’s Michael Mothner and Trustpilot’s Jordan Garner, you’ll learn how to increase customer lifetime value (LTV) while lowering the time to second purchase. Uncover the true value of your customer by tracking loyalty KPIs rather than relying solely on ROI and 1st time conversions as the metrics for success.
Actionable tips and strategies on how to design your loyalty campaigns, including:
-Successfully Requesting On-Site Reviews
-Maintaining A Positive Brand Perception
-Moving Repeat Customers Through The Funnel
-Creating Brand Loyalty Through Engagement
Our Customer Engagement Plan Playbook is a planning methodology that highlights our premium tool-kit of tools & templates to help improve how customers engage with your company and to enable your organization with a customer-centric approach to drive revenue.
EngageMint 2022: Loyalty Program - Worth the effort?WebEngage
The topic of retention is incomplete without discussing customer loyalty. It increases profits, improves sales success and allows for sustainable growth. Nitika Khanna, CRM Head, Trell, talks about how customer loyalty nuances play a role in retain existing customers, attract new customers, reduce turnover and drive profits.
This session covers:
- Building a loyalty program from scratch
- Wins and learnings of running a loyalty program
- How to reward customer behaviour to drive conversions
About the speaker: Nitika is a multidisciplinary marketing professional. She's previously worked in Foodpanda/Foodora, Truecaller, Nykaa to scale and build CRM functionalities to reach each and every users and is currently, building the Marketing Strategy for India's biggest Lifestyle & Commerce App, Trell
Find the speaker here: https://www.linkedin.com/in/nitika14/
About EngageMint:
Hosted with love by WebEngage, EngageMint is a platform that brings together marketers and product managers from across Asia, passionate about one thing - giving their customers the ‘aha’ experiences they deserve. At EngageMint, we strongly believe that by equipping professionals with the right strategies, we can initiate a massive shift in the way businesses think about growth, product experiences, customer retention, and everything else in between.
All our sessions are hand-curated and deep-dive into each aspect of user engagement and retention. So all you have to do is take notes and implement these learnings as soon as you get back to work! More details: https://webengage.com/engagemint/
WebEngage is a new-age Retention Operating System, a single suite for marketers to store user data, provide actionable insights, and orchestrate omnichannel campaigns by leveraging user insights to provide a hyper-personalized end-user experience.
The platform helps brands drive more revenue from existing customers and anonymous users across 10+ communication channels. WebEngage goes above and beyond a marketing automation platform and powers the user engagement for thousands of enterprise brands worldwide, working across several industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail. The key clientele includes marquee brands like HUL, Bajaj Finserv, Unacademy, ALT Balaji, MakeMyTrip, Zivame, Firstcry, and many more.
----------------------------------------------
To know more about WebEngage, visit - https://webengage.com/
Book a demo with us:
https://webengage.com/campaign-lp/request-a-demo/?utm_source=youtube&utm_medium=social&utm_campaign=engagemint2022&utm_term=nitikakhanna
To know the latest insights on customer retention and marketing automation worldwide, follow us here:
Twitter: https://twitter.com/WebEngage
LinkedIn: https://www.linkedin.com/company/webengage
Facebook: https://www.facebook.com/WebEngage/
Instagram: https://www.instagram.com/webengage/
HGS Interactive is a partner agency for Subrat Bisht and specializes in Digital CRM. In this presentation HGSI has debunked the myths around social crm and shared valuable Insights. For more case studies like this, visit www.hgsinteractive.com
Advanced Loyalty Trends to Establish Long-Lasting Customer Relationships in 2024Epixel MLM Software
The widespread presence of loyalty programs in several industries highlights their crucial function in cultivating brand loyalty. Businesses that engage in direct selling go beyond simply selling goods; they are committed to giving their customers memorable and engaging experiences. Direct selling companies are preparing to launch advanced loyalty programs that transcend transactional aspects in order to establish long-lasting relationships with their clientele in the cutthroat market of 2024.
Different types of experiential rewards to elevate loyalty experience
Experiential rewards come in a variety of formats for direct selling companies. These incentives have the potential to improve customers' loyalty experiences. Experiential rewards have a longer-lasting impact on customers than monetary savings since they create a lasting impression.
Rewards based on privileges
Rewards based on privileges will be the first important path we study. This is to give your clients a feeling of exclusivity and distinction. Make an effort to get them first access to your most recent line of products.
Unique community gathering
Create a special community gathering for your valued customers. They will be able to gather and discuss their interactions with the brand here. A dinner event, a seasonal brunch, or the debut of an exclusive product could all be examples of this kind of get-together. The main goal is to unite members in order to build new relationships and promote harmony within the community.
Since our birth in 2003, Milestone have been creating, building, reviving, growing and solving problems for brands. We create campaigns, brands, communications strategies and marketing programs that are impossible to ignore. We innovate and imagine. We blend cutting edge technology, traditional media and a whole lot more, to create relevant insight driven, strategic work that cuts-through.
We’re not a big agency and we don’t act like one. We appreciate every client and work tirelessly to make the most of every marketing Rupiah’s in our clients’ budgets.
And most importantly, we've given our clients exactly what they want. Creative that gets result!
Similar to Best practises in loyalty marketing (20)
Think As consumer is a Boutique growth , strategy , business consulting organization , which adds value to start ups , large cos , through its unique result oriented model ..
Mastering Dynamic Web Designing A Comprehensive Guide.pdfIbrandizer
Dynamic Web Designing involves creating interactive and adaptable web pages that respond to user input and change dynamically, enhancing user experience with real-time data, animations, and personalized content tailored to individual preferences.
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
In the digital age, businesses are inundated with tools promising to streamline operations, enhance creativity, and boost productivity. Yet, the true key to digital transformation lies not in the accumulation of tools but in strategically integrating the right AI solutions to revolutionize workflows. Join Jordache, an experienced entrepreneur, tech strategist and AI consultant, as he explores essential AI tools across three critical categories—Ideation, Creation, and Operations—that can reshape the way your business creates, operates, and scales.This talk will guide you through the practicalities of selecting and effectively using AI tools that go beyond the basics of today’s popular tools like ChatGPT, Claude, Gemini, Midjourney, or Dall-E. For each category of tools, Jordache will address three crucial questions: What is each tool? Why is each one valuable to you as a business leader? How can you start using it in your workflow? This approach will not only clarify the role of these tools but also highlight their strategic value, making it perfect for business leaders ready to make informed decisions about integrating AI into their workflows.
Key Takeaways:
>> Strategic Selection and Integration: Understand how to select AI tools that align with your business goals and how to conceptually integrate them into your workflows to enhance efficiency and innovation.
>> Understanding AI Tool Categories: Gain a deeper understanding of how AI tools can be leveraged in the areas of ideation, creation, and operation—transforming each aspect of your business.
>> Practical Starting Points: Learn how you can start using these tools in your business with practical tips on initial steps and integration ideas.
>> Future-Proofing Your Business: Discover how staying informed about and utilizing the latest AI tools and strategies can keep your business competitive in a rapidly evolving digital landscape.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Elevate your trade show game with our comprehensive guide on creating an interactive booth that captures attention and drives engagement! In this presentation, Blue Atlas Marketing shares practical tips and creative strategies to transform your trade show presence. Learn how to use digital displays, interactive demos, and engaging activities to attract visitors and make lasting impressions. Whether you're a trade show veteran or a newcomer, these insights will help you stand out from the crowd and maximize your event success. Dive into our slides to discover how to turn your booth into a dynamic and interactive experience!
[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
March 2024 disrupted the SEO industry. Websites were deindexed, and manual penalties were delivered—all to produce more helpful, more trustworthy search results.
How did your website fare?
Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
You’ll learn:
- How to create content that is valuable to users (not just search engines) using E-E-A-T.
- How to build links that can boost rankings and withstand algorithm updates.
- Best practices for content creation and link building so you can thrive during algorithm updates.
With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
First Things First: Building and Effective Marketing Strategy
Too many companies (and marketers) jump straight into activation planning without formalizing a marketing strategy. It may seem tedious, but analyzing the mindset of your targeted audiences and identifying the messaging points most likely to resonate with them is time well spent. That process is also a great opportunity for marketers to collaborate with sales leaders and account managers on a galvanized go-to-market approach. I’ll walk you through the methods and tools we use with our clients to ensure campaign success.
Key Takeaways:
-Recognize the critical role of strategy in marketing
-Learn our approach for building an actionable, effective marketing strategy
-Receive templates and guides for developing a marketing strategy
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
How To Use Customer Experiences As Stories For Your Brand
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
janani Digital Marketer|Digital Marketing consultant|Marketing Promotion|Coim...janudm24
Myself Janani Digital marketing consultant located in coimbatore I offer all kinds of digital marketing services for your business requirements such as SEO SMO SMM SMO CAMPAIGNS content writing web design for all your business needs with affordable cost
Digital Marketing Services | Techvolt Software :
Digital Marketing is a latest method of Marketing techniques widely used across the Globe. Digital Marketing is an online marketing technique and methods used for all products and services through Search Engine and Social media advertisements. Previously the marketing techniques were used without using the internet via direct and indirect marketing strategies such as advertising through Telemarketing,Newspapers,Televisions,Posters etc.
List of Services offered in Digital Marketing |Techvolt Software :
Techvolt Software offers best Digital Marketing services for promoting your products and services through online platform on the below methods of Digital marketing
1. Search Engine Optimization (SEO)
2. Search Engine Marketing (SEM)
3. Social Media Optimization (SMO)
4. Social Media Marketing (SMM)
5. Campaigns
Importance | Need of Digital Marketing (Online Promotions) :
1. Quick Promotions through Online
2. Generation of More leads and Business Enquiries via Search Engine and Social Media Platform
3. Latest Technology development vs Business promotions
4. Creation of Social Branding
5. Promotion with less investment
Benefits Digital Marketing Services at Techvolt software :
1. Services offered with Affordable cost
2. Free Content writing
3. Free Dynamic Website design*
4. Best combo offers on website Hosting,design along with digital marketing services
5. Assured Lead Generation through Search Engine and Social Media
6. Online Maintenance Support
Free Website + Digital Marketing Services
Techvolt Software offers Free website design for all customer and clients who is availing the digital marketing services for a minimum period of 6 months.
With Regards
Janani Digital Marketer
Coimbatore,Tamilnadu.
Checkout Abandonment - CRO School by Mailmodosaba771143
Fear of abandonment’ means a whole different thing in eCommerce.
Because the loss is tangible. And felt right in your pocket.
But that also means there are real things you could fix.
One of the final stages of shopping abandonment occurs is the checkout page.
Which means it impacts your bottom line directly.
So here’s a rundown of:
→ Reasons shoppers abandon the checkout process
→ How other brands cope with these issues
→ Actionables to fix your checkout flow
Do it right, and you’ll feel the change in your revenue.
This is a part of our CRO School series - to help you fix the revenue leaks in your eCommerce store.
Sign up for CRO School and get these insights right in your inbox
(Visit the link to enroll ->https://www.mailmodo.com/cro-school/?utm_source=cro-school&utm_medium=slideshare )
#ecommerce
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5. Direxions
Marketing
Solutions
Pvt Ltd
Loyalty Programs
A strategic tool in good times and bad
Typically launched to
Increase sales i.e. growth
Reduce churn
Audiences include
Individual customers
B2B
Channel partners – dealers, distributors,
agents, resellers, retailers etc.
Influencers – doctors, chemists, architects, etc.
Employees
Can be used by practically any industry, for at
least one of the audiences
6. Direxions
Marketing
Solutions
Pvt Ltd
Customer Loyalty Programs
Large companies have millions of customers
Very expensive to maintain a relationship with all
A Loyalty Program identifies & rewards best
customers
Not an acquisition tool – although, a successful
program may attract new customers to the brand
Typically involves a loyalty card, offers members
points to be exchanged for rewards, and benefits to
members
Often has tiers – Blue/ Silver/ Gold etc.
Is different from a sweepstake/ cash back/ discount
Is more strategic in nature, more long term with
larger investments and potential returns
7. Types of programs….
Communication
•Use targeted information or
messages to deliver special
benefits and offers.
•Loyalty driven by frequency
of communication and
relevance / attractiveness
of offers
Points
•Promote customer retention
through the earning of points
for purchase of merchandise
or services.
•Points can be redeemed
for future discounts and
merchandise incentives.
Amenities
•Provide special treatment or
services to program members.
•Recognition is valued
•Heavy or frequent users also
need special treatment
Partnerships
•The primary benefits come
from participating program
partners
•Brand values can synergise for
many common segmentation
types
•Costs can be shared
8. ….And how companies participate
Stand-alone programs
Partners in other loyalty programs
Coalition programs
9. Direxions
Marketing
Solutions
Pvt Ltd
Benefits of loyalty marketing to a company
Loyalty
Marketing
Operations
Efficiencies
HRD
Employee
Involvement
Purchasing
Manage Costs
Finance
R-O-I
InfoServices
Customer
Information
CEO
Corporate Image
Customer Satisfaction
Marketing
Brand Share
Customer Retention
Sales
HigherRevenue
10. Do you really need to launch a
loyalty program?
Some questions that you need to ask
Is the product or service purchased regularly?
Does the product/service have an adequate margin to support the program?
Is the product/service a commodity?
Is there a significant difference between the value of a frequent customer and an
infrequent one?
Are sales easy to track?
Does the company and its top management have a long term vision for the
program?
Are there sufficient funds for the program?
Is the competition offering a program?
Will your needs be better met through a simple communication program, or
through targeted database marketing?
11. Not so good reasons to want a
loyalty program
We need to meet this quarter’s target
Everybody is doing it, so why shouldn’t we
I saw this great software demo this morning!
I want a cool card with my brand on it
There’s a management trainee sitting idle with nothing to do…
14. Direxions
Marketing
Solutions
Pvt Ltd
Typical Objectives
Increase growth/sales/purchases
Reduce churn
Improve disposition towards my
products and services (for
influencers)
Important:
Define measurement metrics at
the start of the program
30% increase in sales
20% reduction in churn….
15. Avoid having too many objectives,
no matter how good they sound
Identify best customers and
make them loyal and
make it easier for my sales guys to sell and
increase my brand equity and
integrate all my marketing efforts and
reduce marketing spends and
generate revenues through partners and…
16. 2. Defining the target audience
Who can best help us meet the
objectives
17. All Customers Are Not Created Equal and
therefore every relationship is different too
% of Total Customers % of Total Revenue
15
35
50
50
35
15
A company’s most valuable customers can easily
be worth 10 times as much, or more, as their least
valuable.
18. Its tempting to want a “large” program
Free and auto enrollment of customers:
leads to a large member base BUT
PITFALLS
Leads to low activity
High overhead in the program
If everyone is in, how does your best customer know this
program is for him?
Where is the Flaunt value? The Club appeal?
19. Wrong selection
A leading telecom company decided to enroll all customers
into their loyalty program
Industry was in a steep growth phase, and the numbers
mushroomed
At the same time, ARPUs dropped
Program became unremunerative
As a result, communication ceased to all members
Heavy churn among high value members to competition who
launched a program for only high value members
21. @2018 Direxions
“As loyalty and rewards programs of
every type continue to saturate virtually
every consumer market, the key to
success for hotel loyalty programs is
variety of reward offerings,”
Rick Garlick,
Travel and Hospitality Practice Lead
J.D. Power.
22. Direxions
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Rewards
The key benefit of a loyalty program
For hospitality it has to be your resorts and
Sterling merchandise
Monogrammed Bathrobes and hand towels
Complimentary upgrade to luxury suite
Free night upon completion of x nights etc
Early check-ins, late check-outs,
Discounts on dining options,
Health club access and more.
23. Direxions
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More than just room nights..1
Frequent travelers want more than hotel stays: Hotel loyalty
members redeeming rewards are more satisfied (by 138 points)
than members who have not redeemed.
Satisfaction is higher for redemptions involving:
Special events (+124 points);
car rentals (+103 points); and
dining (+86 points).
Redeeming for hotel stays adds only 4 points, on average, to
loyalty members’ overall satisfaction with a program.
Source: http://www.jdpower.com/press-releases/jd-power-2017-hotel-loyalty-program-satisfaction-study
24. Direxions
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More than just room nights..2
Many customers do not understand how to redeem rewards:
Among customers who say they fully understand how to redeem their points,
overall satisfaction is 147 points higher than those who say they do not fully
understand the process.
Despite this powerful effect on satisfaction, nearly half of all loyalty program
members indicate a less-than-clear understanding of how to earn their points
and only 50% know how to redeem them.
Loyalty program satisfaction boosts brand loyalty: You knew this, of course!
Of hotel stays booked in the past 12 months, 47% were booked with a brand
affiliated with the member’s loyalty program. That percentage increased to 52%
among members who say they are delighted with their loyalty program.
Source: http://www.jdpower.com/press-releases/jd-power-2017-hotel-loyalty-program-satisfaction-study
25. Direxions
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And the Gold went to…..
Hotel Loyalty Program Rankings
Marriott Rewards ranks highest in the 2017 study,
and receives the Gold award for overall member
satisfaction with a score of 806.
World of Hyatt is the Silver award recipient with a
score of 805,
Hilton HHonors, the Bronze award recipient, with a
score of 793.
Source: http://www.jdpower.com/press-releases/jd-power-2017-hotel-loyalty-program-satisfaction-study
26. Special benefits
Sometimes valued more than rewards
Late checkout
Complimentary access to spa
Cocktails & dinner
Invites to special events…..
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Communication: A necessary investment
Communicate regularly with valuable members
Planned communication calendar
Standard program communication: Welcome kit, points
statements, upgrades, downgrades, redemption etc.
Occasions: Birthdays, anniversary, festivals etc.
Campaigns and offers
Behavioral: Communication to clusters showing specific
behavior
Eg. Active members who lapse, new members who don’t activate
etc.
Use new cost-effective media
Typically, each member receives 4 to 18 pieces of
communication annually, depending on value and
interaction
29. Direxions
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Standard letters – use of analytics
Petrobonus
Single Sale No repeat
Enrolled 3 months prior has done only a single sale
transaction in the 3 months
Load but No Sale
Enrolled 3 months prior has done a single load
Inactives
Enrolled 3 months prior and has done no transaction
High value Members
Members who have not transacted in the recent 3 months
and have an average monthly sale of Rs 2,500 or more in
the 6 months prior to inactivity
Constant testing and tracking
45 standard communications developed
30. 40% of the target base got
activated
Standard letters were sent to 24,273 Customers of which 9,793
(40%) customers were activated in the year
0
500
1,000
1,500
2,000
2,500
3,000
3,500
Dec04
Jan05
Feb05
Mar05
Apr05
May05
Jun05
Jul05
Aug05
Sep05
Oct05
Nov05
Dec05
Jan06
First Active Last Active
31. An activated member stays active
for an average period of 7 months
On An Average a member remains active for 7 months (based on the
Sale transactions)
Overall
0
200
400
600
800
1,000
1,200
1,400
1,600
1,800
2,000
1 2 3 4 5 6 7 8 9 10 11 12 13 14
Activity Period in Months
Members
32. Re-activated members do higher sales after
receiving a Standard letter
16038
17933
18839
14500
15000
15500
16000
16500
17000
17500
18000
18500
19000
19500
Pre HiVal Post
AverageSale/Month(Rs.)
The Average Value per member per month in the post period is
greater than that in the hi value period with a 95% Confidence level
34. Direxions
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Loyalty Programs are complex - hundreds of
decision points
Program Objectives
Measurement metrics
Membership criteria
Membership duration
Data strategy
Enrollment process
Need and effect of tiers
Points strategy
Points conversion
Points and membership validity
Points liability
Rewards strategy, Benefits
Type of rewards
Redemption process
Communication strategy
Program branding options
Communication elements
Partnerships
Program Terms and conditions
MIS Reports and Frequency
Sizing and ROI for 3 years
Customer service set-up
In-house training
Management structure
Likely competitive response
Technologies
36. Data - A most valuable asset
Your loyalty database holds rich information about your best
customers, their profile and behavior.
Technology that can handle sufficiently large data sets in a
secure manner.
Enhance the data with deeper profile and disposition
information
Use the information to add value to members
Several data analytics tools available for reporting,
segmenting, mining and predicting behaviour
37. 6. In house training
A last mile problem that can really hurt
your program
38. How much do your front liners know?
In house training is one of the most critical tasks in program
implementation
Training is at implementation, followed by refreshers to ensure
that the program experience is delivered as designed
What can happen without training:
Your helpdesk calls your program a “discount scheme”
Your dealer tells your customer to not bother enrolling because it isn’t
worth his time
Your best member asks about the new double points scheme and your
staff tells him there’s no such thing
40. Colloquy’s recommendations..1
#1 Create loyalty to your brand, not just your
program.
There is still a big disconnect in loyalty. Many brands
understand that they need to create an emotional connection
with their customers — and even believe they are doing so. Yet
most of the time, they’re merely creating a transactional
relationship.
https://www.colloquy.com/resources/pdf/reports/COLLOQUY_2017_Loyalty%20Census.pdf
#2 Make the redemption itself an experience.
Some of the top motivators that drive customers to participate in their most active program
focus on rewards:
a. The program gives me great discounts.
b. I can get to the reward I want within a reasonable amount of time
c. The program gives me ways to earn rewards faster.
d. The program makes me feel like a valued member.
41. Colloquy’s recommendations..2
https://www.colloquy.com/resources/pdf/reports/COLLOQUY_2017_Loyalty%20Census.pdf
#2 Make the redemption itself an experience.
Some of the top motivators that drive customers to participate in their most active program
focus on rewards:
a. The program gives me great discounts.
b. I can get to the reward I want within a reasonable amount of time
c. The program gives me ways to earn rewards faster.
d. The program makes me feel like a valued member.
57% left a program because it took too long to earn, and 53% left because a program
did not provide rewards they were interested in.
42. Colloquy’s recommendations..3
#3 Keep the friction out.
Loyalty programs must be a tool for eliminating friction in the customer experience (CX).
Successful programs bridge the gap between loyalty and great customer experience.
Starbucks is a great example of frictionless CX. It created a loyalty program out of an
existing CX issue: long customer lines. Starbucks created a prepay option to eliminate that
barrier (purchase on your phone through the Starbucks app: pick up your order at the
nearest Starbucks shop).
https://www.colloquy.com/resources/pdf/reports/COLLOQUY_2017_Loyalty%20Census.pdf
43. Colloquy’s recommendations..4
#3 Push your loyalty program to be better.
Create short-term promotional sales by leveraging loyalty for everyone while also focusing
targeted investment on the best customers. For example, companies can create an
emotional connection by unpacking which attributes are important to the best customers,
such as a special night of shopping or other experiential rewards.
https://www.colloquy.com/resources/pdf/reports/COLLOQUY_2017_Loyalty%20Census.pdf
44. Sterling sizzlers:
1. Sterling Brand goodness on steroids
2. In room differentiators
3. Personalization
4. Sharing economy
@2018 Direxions
45. Within the Sterling Bouquet…
@2018 Direxions
While all resorts will showcase the ‘Sterling’ness, each one can
have a different brand spin!
Sportspitality
Hi-end gym with experts like Micky Contractor associated, Zumba
session etc
Organic
Food all organically sourced
Farm to table concept, Masterchef classes
Only vegetarian by choice
Supporting locals
All staff are locals who have been trained
Solar driven etc
Weddings
Whats your
‘Sterling’ness
Quotient?
SQ
46. In room differentiators
@2018 Direxions
In the rooms:
Can we have mouthwash provided in the washroom?
Laundrywash facility –self service with charge
Chargers available on request
Small
things
47. Personal milestones
@2018 Direxions
Birthdays could be the graveyard for brands. Why?
The customer gets to experience the different brand
messaging at the same time…think about it.
Personalisation!
Taking the cake
in loyalty
48. Reimagining the concept of the birthday reward
Process driven. Efficient. Collaborative
If there is one go-to strategy loyalty marketers use to turn occasional shoppers into
rapt customers, it is evidently through enhanced birthday presence.
The Sterling Holidays difference!
Note all customer birthdays that fall on weekends and holidays
Communicate at least 6 months in advance and tell them why!
So, they can book their airtickets and make it happen!
Tell friends and family join them
Select the Sterling vacation of their choice.
Bring guests along for two more rooms and your room
is complimentary!
A Birthday photograph framed!
By inviting the member into the process early on, you build a sense of anticipation
and excitement
Its more than a birthday discount, it’s a memory!
@2018 Direxions
49. Sharing economy
@2018 Direxions
The fun in this pic is the ‘going dutch’ concept
Allow for a group to split ‘ pay per use’ concept
Should I pay for my friends alcohol when I am into fruit juices
and detox!
Cutting Chai
50. To summarise
Loyalty program can be a strategic tool, in good times and bad
Typically launched to increase sales or reduce churn
Need to be customized for each company
Improper design could cause the company to lose thousands of
dollars, and result in unhappy customers
6 key elements – define program objectives, target audience,
rewards, communication, technology and training
Relationships built during good times come to the aid in bad
times