Webinar On-Demand: Success with Mobile Loyalty

SUCCESS WITH MOBILE
LOYALTY

© Copyright 2000-2012 TIBCO Software Inc.

Your hosts today

Michael Greenberg
Director, Global Solutions Strategy
mgreenbe@tibco.com

Brett Hannath
Director, Marketing
bhannath@tibco.com

5

Make the most of the event
• All phone lines are on mute
during the webinar
• Use the chat window to ask your
questions
• Address your question to the host
(Brett)
• When appropriate the question
will be asked on your behalf
• Let’s get started

6

Agenda

Introductions

About TIBCO Loyalty Lab

Customer Loyalty Today

Success With Loyalty In Mobile

Idea Starters

7

TIBCO SOFTWARE
AND
THE TWO-SECOND ADVANTAGE


TIBCO Software Inc.

AT A GLANCE REAL-TIME, EVENT-ENABLED
Founded 1997
SOLUTIONS FOR THE 21ST CENTURY
• Make sense of big data and discover
NASDAQ TIBX
valuable insights
2011 Revenue $920 Million • Respond in real time while insight is still
Headquarters Palo Alto, CA relevant
• Cross- and up-sell based on real-time
Website www.tibco.com
customer behavior
Offices 65 Offices
30 Countries
• Govern data for trustworthy information
Customers 4,500+

Partners 300+

Employees 2,500+


Two-second advantage

“A little bit of the right information
just a little beforehand – whether it
is a couple of seconds, minutes, or
hours – is more valuable than all of
the information in the world six
months after the fact… this is the
two-second advantage.”

– Vivek Ranadivé,
TIBCO Founder and CEO


Two-second advantage applied

Deliver customer insights before marketers need it

Give consumers what they want before they know it

Engage consumers in every conceivable way

Strengthen a brand relationship with consumers

11

TIBCO Loyalty Lab – what we offer

LOYALTY TECHNOLOGY LOYALTY SERVICES
• Loyalty Lab On-Demand Loyalty • Program Strategy and Design
Platform • Analytics
• Predictive Analytics & Data • Creative
Visualization • Program Support
• Data Matching, Cleansing, • Data Integration
Standardization, Enrichment
• Customization
• Messaging and Integration
• Real-Time Contextual Marketing


TIBCO Loyalty Lab clients

260+ million consumer records managed


ENABLING
MOBILE LOYALTY


Current view of mobile

Focus on design
• Usability
• Branding
THE • In-Hand Functionality
PERFECT
APP


Needed view of mobile

More than just a UI
• Context Aware
• Event-Driven
• Real-Time


New Product Intro
Share with a Friend
Base Configuration | Accruals | Tiers | Rewards | Catalogs | Triggers | Expiration

Thank You
Anniversary Bonus
Close-out Deals
Double Rewards
Attend an Event
Rewards & Terms

Cross Sell/Upsell
Surprise & Delight
Welcome Back
Increase engagement

We’ve Missed You
Re-tweet
Cross-sell by SKU
Refer a Friend
Complete Profile
Up-sell by FOB
New Member

What marketers need

Offers

Social Loyalty
Context Programs

Great Relevant
Service Messaging
LOYALTY
Effective Real-time
Mobile Engagement

Single View
Customer
of the
Insights
Customer

18

CUSTOMER LOYALTY
THE CORPORATE VIEW


CUSTOMER LOYALTY
THE CONSUMER VIEW


Search Online


Showroom


Get Local Offers


Snap Bookings


Snap Reservations


Offers looking for people


6PM Time-Based Decision
40% chance of purchase
Offer: 10% discount

100F Outside
12:15PM
Offer: 15% off Sports Drink

High Inventory
Past purchase history Baby Formula in
Offer: 20% discount History
Offer: Buy 2 get 1 free


45% Discount
Favorite Brand
Valid for next 2 hours

Detected Close-By
High Value Customer
Last Visit 45 days ago


People looking for offers


Where is the best thai
Who will give me a
food in the
Where can I get Prada discount if I get 5 friends
neighborhood?
20% off within 500 to shop with me?
meters?


The Old Way

Prompt a Customer
Customer
decision drives to
buys
to buy store


The New Way

Customer
Customer
Customer double
Customer Customer Customer gets other
compares checks Customer
considers researches plans on local offers
price and pricing buys
buying products buying interrupting
inventory before
trip
purchase


SUCCESS WITH
MOBILE LOYALTY

40

WHAT IT TAKES
TO SUCCEED

Make
Mobile The
First Screen


WHAT IT TAKES
TO SUCCEED

Permission
+
Identity


WHAT IT TAKES
TO SUCCEED

Real Time


WHAT IT TAKES
TO SUCCEED

Analytically-
Driven
Interactions


WHAT IT TAKES
TO SUCCEED

Location
Awareness


WHAT IT TAKES
TO SUCCEED

One App


IDEA STARTERS FROM
AROUND THE GLOBE


Contextuality
is the next
secret sauce


There are
many who
want to be
gatekeepers
of context


Tapping into
tribes is on
everyone’s
mind


Game
mechanics
(not badging)
play an
increased role


Q&A


Thank you!


Next Steps
Presentation and link to on-demand replay
will be sent via Email
plus latest Aberdeen Research

More information
www.loyaltylab.com
@loyaltylab | loyaltylab.com/blog | LinkedIn


Webinar On-Demand: Success with Mobile Loyalty

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