Embed Size (px)
DESCRIPTION
These are the slides from a customer loyalty webinar hosted by SEOshop and LoyaltyLion. Check www.seoshop.nl for more info!
Citation preview
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
