Customer Loyalty Webinar: How to make customers love you!

How to make customers love you

• Ask any questions using the panel on your right hand side

• We’ll answer your questions at the end (but you can ask them during the webinar)

• We’ll post the webinar on seoshop.nl > resources > webinars

• Twitter: #loyaltywebinar

Notes

Bertram WelinkMarketing Manager SEOshop

Charlie CaseyFounder & CEO LoyaltyLion

4 steps to increase customer loyalty

5 times more expensive to attract new customers

8 contact moments are needed before a new customer buys

Step 1: Keeping the back door closed

1. Think of the receiver

2.Invest in your database

3.Introduce a loyalty program

Thinking of the receiver

1. Customer focused communication

2.The right mindset

Step 1: Keeping the back door closed

1. Think of the receiver

2.Invest in your database

3.Introduce a loyalty program

Invest in your database

• 25% not up to date

• 10% have moved

• 20% changed job

Step 1: Keeping the back door closed

1. Think of the receiver

2.Invest in your database

3.Introduce a loyalty program

Introduce a loyalty program

• Which customers spend the most?

• Which customers order often?

Step 2: Create ambassadors

1. Stimulate ambassadors

2.Let them tell positive stories

3.Keep an eye on online communities

Step 3: Start a strategic brand alliance

1. Exchange lists

2.Co-branded advertising

Step 4: Be different

1. Don’t copy your competitors

2.Learn from other markets

Thank you

@LoyaltyLionHQloyaltylion.com

SEOshop presentation !

Loyalty for the ecommerce age

Charlie Casey CEO

€€ €ACQUIRE

AdWords

4x

REPEAT BUSINESS

LOYAL CUSTOMERS SPEND 67% MORE

5% LIFT IN RETENTION PROFITS 85%

GREAT CUSTOMER EXPERIENCE

PERSONALISATION

VALUED CUSTOMERS

PERSONAL MESSAGE

SURPRISE AND DELIGHT

REWARDS PROGRAM POINTS

DISCOUNTS

GIFTS

VALUED CUSTOMER: IDEAS

PERSONAL MESSAGE

SURPRISE AND DELIGHT

REWARDS PROGRAM

VALUED CUSTOMER: IDEAS

PERSONAL MESSAGE

SURPRISE AND DELIGHT

REWARDS PROGRAM

VALUED CUSTOMER: IDEAS

PERSONALISATION

AGE GENDER PREFERENCES

!

TOP 120 RETAILERS < 25% OFFER

PERSONALISATION

TAILORED NEWSLETTERS

PERSONALISATION: IDEAS

BIRTHDAYS

RECOMMENDATIONS

TAILORED NEWSLETTERS

PERSONALISATION: IDEAS

BIRTHDAYS

RECOMMENDATIONS

PERSONALISATION: IDEAS

TAILORED NEWSLETTERS

BIRTHDAYS

RECOMMENDATIONS

ECOMMERCE CHANGED EVERYTHING

FRIENDLY AND FAMILIAR

INVISIBLE

THERE’S GOOD NEWS!

CUSTOMERSDATA

MORE DATA THAN EVER

THEN NOW

INCREASED INTERACTION

“92% OF PEOPLE TRUST RECOMMENDATIONS FROM FRIENDS AND FAMILY MORE THAN ALL OTHER

FORMS OF MARKETING”

- Nielsen

SOCIAL LOYALTY PROGRAM

RETAIN EXISTING CUSTOMERS

SOCIAL LOYALTY PROGRAM

RETAIN EXISTING CUSTOMERS

RETAIN EXISTING CUSTOMERS AQUIRE CUSTOMERS

MOVE CUSTOMERS UP A SEGMENT

INCREASE CUSTOMER LIFETIME VALUE

MOVE CUSTOMERS UP A SEGMENT

INCREASE CUSTOMER LIFETIME VALUE

team@loyaltylion.com @LoyaltyLionHQ

14 dagen gratis

THANK YOU