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Ecommerce Loyalty:

Next Generation Program

February 27, 2013
Agenda

•
•
•
•
•
•

Objectives
Building Loyalty
Loyalty Ecosystem
Requirements “Wish List”
Functionality / Platform Mapping
Project Plan
Objectives

Awareness

Engagement

Commerce
Objectives
Awareness
•
•
•
•

Social Sharing
Extend Reach
Brand Credibility
Referrals

Engagement
•
•
•
•

Brand Ambassadors
Content Generation
Discussions
Knowledge Transfer

Commerce
•
•
•
•

Retention
Frequency
CLV
AOV

Superior Customer Experience

Redefining Value
Building Customer Loyalty
Best Ways Companies Can Build Consumer Loyalty According to US Internet Users,
March 2012
Building Customer Loyalty
How Customers Show Loyalty to Brands, March 2012
(%)
Loyalty Ecosystem

• Initial Observations
– No One System Does It All
– Pick Separate Best of Breed Platforms & Integrate
• Create a Requirements List
• Decision Based on Requirement Scoring

– Lots of Feature / Functionality Crossover
• Platforms with Different Functions do similar “things”
Loyalty Ecosystem
– Loyalty Program = Additional Functionality
• Reviews & Community Part of a Comprehensive Solution

– Phased Integration / Rollout
• Start with Easiest -> Complex
• Fast Tracked Integration by Holiday Season

– Need Resource to Manage Program
• Lots of engagement, moderation and curation required

– Integration Across Platforms Must Have
• Including Magento
Loyalty Ecosystem

Social
Integration

Reward
Points

Community

Awareness
Behavioral
Analytics
Gamification

Social
Reach

Engagement
Contests

Product
Reviews

Commerce

Personalization

Badging

Behavioral
Segmentation

Exclusive
Offers
Requirements “Wish List”

Social Integration

Awareness

Social Reach
Requirements “Wish List”

• Social Integration
– Top Social Media Venues
•
•
•
•

Facebook
Twitter
Google +
Pinterest

– Core Loyalty Functionality Extended
• Interaction Gamification
• Contests / Prizes

Social
Integration
Requirements “Wish List”
– Access to Facebook Open Graph
• Provides Analytics
• Demographics
• Segmentation

Social
Integration
Requirements “Wish List”

• Social Reach
– Sharing & Commenting
– Push Content from: Website <-> Social Media
– User Content Sharing

Social
Reach
Requirements “Wish List”

Community

Reward Points

Behavioral
Analytics

Gamification

Engagement
Contests

Personalization

Badging
Requirements “Wish List”

• Reward Points
– Custom Point Rules by:
•
•
•
•

SKUs / Product
Category
Customer Account Type
Tiers

– Social Interactions
• Liking, Pinning, etc.
• Content Sharing
• Voting / Contest

Reward
Points
Requirements “Wish List”
– Onsite Behavior
•
•
•
•
•
•
•

Social Media Liking, Pinning, etc.
Signing Up for Newsletter
Creating Account
Rating/Reviewing Product
Voting Contest
Refer a Friend
Contests / Prizes

– Administration
•
•

Reporting Balances & Expiration
Add / Delete Points Individual Account / Groups

Reward
Points
Requirements “Wish List”
– Redemption
•
•
•
•

Exclude Products / Categories
Maximum Redemption Rate Per Transaction
Set Tiered Redemption Values
Partial Cash / Point Payment

– Customer Dashboard
•
•
•
•

Exclude Products / Categories
Set Tiered Redemption Values
Balance Notification (email)
Expiration Notification (onsite / email)

Reward
Points
Requirements “Wish List”

• Gamification
– Reward Points and/or Badge Points
•
•
•
•

Games, Contests & Challenges
Polls & Surveys
Onsite & Social Interactions
Combine All to Create “Missions”
– A workflow of Reward / Badge Point Activities

– Leaderboard
• Top Point Earners
• Badges / Status Earned
• Voting Contest

Gamification
Requirements “Wish List”
– User Profile Page (Public / Private)
•
•
•
•

Gamification

Latest Interactions (Activity, Posts, etc)
Badge Level
Points Balances (Private)
Next Level Report

– Achievement Levels & Rewards
• Badge Levels
• Reward Achievement with Rewards (points, products, etc.)

– Anti-Gaming Mechanics
• Restrict / Set Limits Reward / Badge Points
Requirements “Wish List”

• Personalization
– Discounts / Incentives
• Customized Based on Reward & Badge Points
– Example Double Points for Elites

– Product Recommendations
• Sales History
• Brand Preferences
• Navigational Behavior

– Messaging
• Unique Messaging On & Off Site Based on Profile

Personalization
Requirements “Wish List”

• Badging
– Basic Community Game Mechanics
– Distinct Expertise Type / Level
• Example: Corals, Fish, etc

– Customizable Naming Conventions
• Based on Expertise

Badging
Requirements “Wish List”

• Behavioral Analytics
– Segmentation Reporting
• Behavior
• Purchasing

– Engagement Reporting
• Activity
• Referrals

– Retention Reporting
• Customer Lifetime Value

Behavioral
Analytics
Requirements “Wish List”

• Giveaways
– Sweepstakes
• Prizes Given Away by Chance
– Example: Win Your Order

– Contests
• Involve an Element of Skill
– Example: Trivia, Video Submissions

Giveaways
Requirements “Wish List”

• Community
– Interactive Dialogue - Q & A
• Ask question?
• Share an idea
• Report a problem

– Granular Moderation & Review
• Individual comments, postings, threads

– SEO Friendly Content
• Non-iFramed
• Crawlable

Community
Requirements “Wish List”
– Gamify Interaction
• Give points and/or badges for participating
• Share an idea
• Report a problem

Community
Requirements “Wish List”

Product Reviews

Commerce

Behavioral Segmentation

Exclusive Offers
Requirements “Wish List”

• Product Reviews
– Product Pros/Cons
• Group Across All Reviews
• Predefined / Default Set
• Customers Can Add

– Customer Profiles
• Allow Customer to Define Experience
– Novice, Intermediate, Expert
– Customized Experience Levels Appropriate for Reefing

Product
Reviews
Requirements “Wish List”
– Ratings Distribution Chart
• Show Distribution of 5 star, 4 star , 3 star, etc

– Moderation
• Hold for Review & Approval
• 3rd Party Review / Moderation for Authenticity

– Rich Snippets (RDF)
• Integrate with Shopping Feeds
• Markup Embedded in Pages

Product
Reviews
Requirements “Wish List”

• Behavioral Segmentation

Behavioral
Segmentation

– Recency, Frequency, Monetary (RFM)
• Analyze Customers
• Report on Best / Worst Customers

– Triggers Based on Engagement & Purchasing
– Create “Rules” to Reward / Incentivize Customers
Requirements “Wish List”

• Exclusive Offers / Discounts
– Reward Engagement
– Incentive Repeat Purchases
– Upsell and Cross-sell

Exclusive Offers
Revisiting Objectives

Awareness

Engagement

Commerce
Loyalty Ecosystem

Reward
Points

Community

Social
Integration
Behavioral
Analytics

Awareness

Gamification

Engagement

Social
Sharing
Contests
Product
Reviews

Commerce
Behavioral
Segmentation

Exclusive
Offers

Personalization

Badging
Loyalty Ecosystem

How is the Functionality Platformed?
Reward
Points
Community

Product
Reviews

Social
Sharing

Behavioral
Analytics
Gamification
Behavioral
Segmentation

Exclusive
Offers
Personalization

Contests

Badging
Social
Integration
Grouping Functionality
Loyalty

Community

Gamification
Community

Contests

Social
Integration

Reward
Points

Reviews

Social
Sharing

Behavioral
Analytics

Behavioral
Segmentation

Badging
Product
Reviews
Exclusive
Offers

Personalization
Application Topology

Community

Loyalty

Reviews
Prospective Solutions

Community

•
•
•
•
•

GetSatisfaction
UserVoice
BazaarVoice
SuggestionBox
TurnTo

Reviews

Loyalty

•
•
•
•
•
•
•

500Friends
Badgeville
SocialAnnex
CrowdTwist
NextBee
PunchTab
BunchBall

•
•
•
•

PowerReviews*
Reziew
SocialInterface
Yotpo

* Acquired by BazaarVoice
Project Plan
Activity

Due Date

Identify Requirements

3/15

Develop Project Presentation

3/22

Present to Marketing Team & Add Feedback

3/29

Present to Leadership Team & Add Feedback

4/12

Evaluate & Recommend Platform Solution

5/3

Create Phased Implementation Schedule

5/10

Implement Phase 1 - Reviews

5/31

Launch Phase 1 - Reviews

6/14

Implement Phase 2 - Community

7/31

Launch Phase 2 - Community

8/16

Implement Phase 3 - Loyalty

TBD

Launch Phase 3 - Loyalty

TBD
Wrap Up

Questions?
Preliminary Recommendation

TurnTo

500Friends

PowerReviews

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Next Generation Ecommerce Loyalty Program

Editor's Notes

  1. Loyalty EcosystemFeatures &amp; Functionality that Create the Preferred Reefer ProgramEssentially, representative of our Preferred Reefer requirements
  2. Revisit our preferred reefer objectives
  3. Our Preferred Reefer requirements
  4. Loyalty EcosystemFeatures &amp; Functionality that Create the Preferred Reefer Program
  5. Loyalty EcosystemFeatures &amp; Functionality that Create the Preferred Reefer Program
  6. Loyalty EcosystemFeatures &amp; Functionality that Create the Preferred Reefer Program
  7. Loyalty EcosystemFeatures &amp; Functionality that Create the Preferred Reefer Program
  8. Loyalty EcosystemFeatures &amp; Functionality that Create the Preferred Reefer Program
  9. Loyalty EcosystemFeatures &amp; Functionality that Create the Preferred Reefer Program
  10. Loyalty EcosystemFeatures &amp; Functionality that Create the Preferred Reefer Program