Qubit Bright Sparks NYC 2014 - TeeTurtle

Making it Personal:Finding an Edge in a World of E-Commerce Giants

Ramy BadieCEO

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2. Technology Partners

3. Personalized Interactions

4. Effective Segmentation

5. Final Thoughts

Avg. Email Open Rate

28.3%FB Audience

456k(+160% from 2013)

Est. 2014 Revenue

$6.3m (+75% from 2013)

Rev. from Repeat Customers

~60%

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5. Final ThoughtsPersonalization

Custom Product Recs A/B Testing

E-mail Capture Exit Feedback

Retention Marketing Customer Insights

Segmentation Product Dev Insights

“Hot Combos”

Maximize the value of your technology partners

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Proactively Engage with Customers

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The Benefits:

1. Increased retention rates

2. Increased purchase frequency

3. Identify issues early

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Reward Desirable Behavior (Social Interaction)

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Reward Desirable Behavior (Content Delivery)

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The Benefits:

1. Increase reach

2. Increase conversion rate

3. Set yourself up as a friend rather than a company

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Build a Reputation of Honesty

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The Benefits:

1. Improve perception of authenticity

2. Reduce the risk of future backlash

3. Customers view this as “refreshing”

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Segment on Purchase Behavior

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Frequency Latency Size of Purchase Product Types Coupon Usage

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The Benefits:

1. Give a well-timed “nudge” at the right point in the purchase cycle

2. Target coupons and sales only to customers who need them

3. Improve e-mail open rates

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Understand your Social Segments

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1. Identify a target with each post, and vary targets systematically

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2. Ask questions, and use the answers to gain insights into your most engaged customers.

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2. Ask questions, and use the answers to gain insights into your most engaged customers.

3. Use purchases to create lookalike audiences cross-targeted by specific interest

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The Benefits:

1. Prevent FB from filtering out non-engaged fans

2. Get insights from your most engaged customers to cultivate a lookalike community

3. Effectively target audiences for new product releases

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Key Takeaways

1. Engage Proactively: the customers who respond will be a strong core that drive your engagement and will be lifelong customers

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Key Takeaways

2. Wow someone every day, publicly. A high-visibility funny message or customer service response can go a long way in building brand reputation

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Key Takeaways

3. In a world of automation, customers appreciate a little human touch. Showing authenticity in brand voice backed by actions is the easiest way to maintain high retention rates and build a fanatical customer base

Ramy [email protected]