Build Referrals for the Holiday Season and Beyond

#RSPS15
#RSPS15
Build
Referrals
for
the
Holiday

Season
and
Beyond

SPONSORED BY:

#RSPS15
#RSPS15

Retail
Touchpoints:
@RTouchPoints

Extole:
@extoleinc

Jen
Gray:
@jleen18

Alicia
FiorleCa:
@AliciaFiorleCa

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this
event
on
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&
Twi9er

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Tweets
&
Resources

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quesGons

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conversaGon

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About
Retail
TouchPoints

ü  Launched in 2007
ü  Over 30,000 retail subscribers
ü  To provide executives with relevant,
insightful content across a variety of
digital medium
Sign up for our weekly newsletter:
www.retailtouchpoints.com/subscribe

#RSPS15
Panelists

MODERATOR:

Alicia
Fiorle9a

Senior
Editor,
Retail
Touchpoints

Jen
Gray

Director
of
MarkeGng

Extole

@jleen18

Yvahn
MarGn

Sr.
Manager,
Digital
MarkeGng

Kipling

@yvahn

#RSPS15©2015 Extole Inc., All Rights Reserved. PROPRIETARY / CONFIDENTIAL #RSPS15
Let me tell you a story…

•

#RSPS15#RSPS15
Do you have a referral program?

Cross Device

The Offline Effect

#RSPS15©2015 Extole Inc., All Rights Reserved. PROPRIETARY / CONFIDENTIAL
Referral API
What is an API? What does it enable?
“Can you give me a share link?”
“Yeah, no problem.”
Promotion Sharing Tracking Reporting

#RSPS15#RSPS15
Referral API
App and Offline
The Extole Referral Platform
Shares People
Campaigns
Quality
SupportAnalyze
Mobile
Rewards
Data
Share/Refer
CRM/OMS/etc my.extole.com
Dashboard EventPromote
Web
Email
Social
Rewards

#RSPS15#RSPS15
The Customer Journey

A Customer Journey
Discovery Consideration Purchase Engagement
Referral
Marketing
Shop
Install App
Purchase
Online
Nurture
Share Share Share
Purchase
In-Store
Social

Personal Friend Messages

Referred Customers are Better Customers

The Discovery Phase
Referral
Social
Marketing
Shop
Install App
Purchase
Online
Nurture
Share Share Share
Purchase
In-Store

Facebook and Twitter

Product Marketing Email
Look what we just got!
We’re excited to announce our all new line of Donna for Women brining
the time-honored quality "Made in Italy" label while leaving a distinctly
modern impression.
shop now
Not ready to buy a pair right now, but know someone who would love them? Just send them over with
your link. They’ll get $20 off their purchase and you’ll receive $20 off your next purchase.
https://share.ricardosf.com/jordan
Token Name ValueType
{{my.share link}} {{member.share link}}

The Consideration Phase
Referral
Social
Marketing
Shop
Install App
Purchase
Online
Nurture
Share Share Share
Purchase
In-Store

Shopping Website

#RSPS15#RSPS15
Is your referral program mobile?

Shopping Website - On the Go

Shopping on the Mobile App

Purchasing Online
Referral
Social
Marketing
Shop
Install App
Purchase
Online
Nurture
Share Share Share
Purchase
In-Store

Post-Purchase
Thanks for you purchase, why not

Order Status Emails
Thank you for your order
Here are your shipment details and tracking information.
Gidigio VITTORIA
Shipped: Delivers Jul 15, 2015 by Standard Shipping
Order #W216418943
Ship To:
Jordan Shopper
101 California Street
San Francisco, CA 94111
$365.00
Subtotal
Estimated Tax
Order Total
$365.00
$28.89
$393.29
Shipping Method:
by Standard Shipping
What to tell your friends about your great new shoes? Just send them your link to start shopping.
They’ll get $20 off their purchase and you’ll receive $20 off your next purchase.
Refer a Friend
Your shipment is on its way.
Here are your shipment details and tracking information.
Gidigio VITTORIA
Shipped: Delivers Jul 15, 2015 by Standard Shipping
Track Shipment
Shipping Address:
Jordan Shopper
101 California Street
San Francisco, CA 94111
Carrier Name: FedEx
Tracking Number: 642428269601
What to tell your friends about your great new shoes? Just send them your link to start shopping.
They’ll get $20 off their purchase and you’ll receive $20 off your next purchase.
Refer a Friend

On the Box

In the Box

Purchasing In-Store
Referral
Social
Marketing
Shop
Install App
Purchase
Online
Nurture
Share Share Share
Purchase
In-Store

In the Store

Printed Receipts

Engagement Phase
Referral
Social
Marketing
Shop
Install App
Purchase
Online
Nurture
Share Share Share
Purchase
In-Store

Over the Phone

Social Outreach

#RSPS15#RSPS15
The Kipling Program

#RSPS15
Promote it
Prominent header
placement on
homepage

Make it Clear
State the offer so it’s
understood

Make it Shareable

Optimize Continually
Add an
Overlay
Call-to-
Action

Expand your Program
Add Product
Sharing

Target your Base
Target special
offers to super
advocates

Add More Promotions
Promote in transactional emails

Remind them Later
Send post
purchase drip
emails

Remind them on Facebook
Use your social
media properties
to promote

Incentivize the Right People

Learn from your Advocates
“ I am SO in love with these purses, I mean SO
in love. And the parachute fabric is so
lightweight but sturdy it's genius for a purse.
Imagine a purse that's light as air but can hold
all your stuff! And the color options are killer. ”
“Isn't this bag
the best??”
“Hi Ate! I thought we could use the
$15 discount for our next order so I'm
sending you this email. ”
“Barbara and I bought Isannah one of these bags as a
birthday/graduation present. I got one of their rolling
laptop/carry on bags for my birthday (to use for our
long ﬂights when we go to Alaska, or just for a weekend
when at da beach), and Barbara had one already. They
are really durable and cool.”

Learn What People Love
Seoul Laptop Backpack
Sabian Cross Body Mini
Hal Expandable Backpack

Beat the Competition
16.5%
$
of referred friends
become advocates
advocate refers
friend converts
friend becomes
an advocate
Benchmark: 9.4%

#RSPS15#RSPS15
Case Studies & Treats

Find your moments of delight

Social Integration

Surprise and Delight
jreed
jreed

Mobile App

Share Everywhere - Mobile App (Referral API)

When a customer is asked to share by a sales agent…
1 out 3 of their
friends will
convert.

Program Highlights
Since the launch your program has generated
10,349 advocates
1 in 3 of your
customers advocate

46x more revenue per advocate
when a phone sale asked for a referral than post purchase
website call-to-action
Phone Promotion

#RSPS15#RSPS15
How Extole Supports You

Expert Customer Success and Technical Team
“We’ve reviewed your program for the
quarter and came up with three promotions
that should be able to increase the revenue
of the program by 20%.”
“We can get Share Links into SugarCRM -
let’s me send some documentation and we
can schedule a call with your engineers.”

Help Center

Developer Center

Know anyone who needs referrals?
share.extole.com/jen

#RSPS15
Q
&
A
//
Panelists

MODERATOR:

Alicia
Fiorle9a

Senior
Editor,
Retail
Touchpoints

Jen
Gray

Director
of
MarkeGng

Extole

@jleen18

Yvahn
MarGn

Sr.
Manager,
Digital
MarkeGng

Kipling

@yvahn

#RSPS15
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#RSPS15
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Build Referrals for the Holiday Season and Beyond

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