Building Engagement over Time for Low-Priority, Repetitive...
Transcript of Building Engagement over Time for Low-Priority, Repetitive...
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Building Engagement over Time for Low-Priority, Repetitive Behaviours -
Team Power Smart Update
Jay Kassirer WSMC April 2015
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support for vs
engagement with
A Low Involvement Product
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Objectives, Target Audience
• 25 repetitive behaviours leading to residential energy reductions without reducing lifestyle quality – Eg: lower the heat at night – manually or
using a programmable thermostat.
• Annual cumulative savings (4.9 GWh by 2013)
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Objectives, Target Audience
Psychographic and geo-demographic and segmentation analysis used to understand the market
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Objectives, Target Audience Prioritized behaviours
• (cbsm model: impact, probability of adoption, and penetration)
Decided to promote all 25 behaviours at once
• To help frame and build momentum
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Customer Orientation: Barrier and Benefit Analysis
• Key Barriers: indifference, forgetting, misconceptions, lifestyle concerns
• Key Motivators: saving money (but seen as small), environmental concerns, pride in the province and its natural heritage; an opportunity to challenge oneself, be recognized and earn a small reward
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Competition Analysis Competition from things that people are
passionate about (because energy conservation is a low priority)
• health and wellness
• food and drink
• life and leisure
• family and relationships • home and garden • gadgets and technology
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The Social Offering
• Loyalty program (builds engagement) • Opt-in • Marketed as
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Value proposition (member perks): • Exclusive offers, events, contests (e.g.
Earthopoly, Science World social) • Regular communications by email and mail
(alerts, correspondence, newsletter, member magazine) is a
• Online Member’s Tool Box • More (next two slides)
The Social Offering
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Connect with rather than fight the competition
Connecting with Existing Passions
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Goal Setting and Challenges
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Challenge Participation
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Challenge Performance
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Engagement Model
Co-creation is one of the powerful tools to increase engagement
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Participation and Co-creation
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Integrated Intervention Mix: The Four P’s of Marketing
• Product
• Price
• Place
• Promotion
The Four P’s of Marketing
P
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Consumer Pays Consumer Gets • Bill savings • Comfort • Entertainment • Contribute to a
sustainable future • Challenge oneself
and be recognized
1. Core Product: Benefits
Core Products: Benefits
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• Costs of / barriers to changing behavior (or not!)
• Can be financial, emotional and psychological
• NOT inconvenience (time and effort go under Place)
Price
2. Price
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Consumer Pays Consumer Gets
• Reduces barriers (other than inconvenience) to joining, doing the targeted behaviours
Price
2. Price
• Uses commitments to increase the psychological price of wasting energy
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• Easy to join and participate • Multiple touch-points and member
experiences on-line and off-line • Prompts • In-home feedback
Place
3. Place (convenience)
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4. Promotion • Emotional appeals • Testimonial storytelling • Connecting to things people already care about
Promotion
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Promotion • Word of Mouth, from friends and family
Promotion
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Promotion • Word of Mouth, from friends and family
Promotion
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Measuring W-o-M-strength
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FY2010, 2011 and 2012 validated through Impact Evaluation
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Eg: Turning Down the heat at Night Impacts
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Eg: Turning Down the heat at Night Impacts
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Lessons Learned
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1. Three components of engagement (affiliation, Enjoyment, Resonance)
2. Cash incentives: competence vs control
Lessons Learned
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1. Three components of engagement (affiliation, Enjoyment, Resonance)
2. Cash incentives: competence vs control 3. Sometimes you will want to promote more
than a few behaviors at first 4. 4Ps heuristic is complementary to cbsm
Lessons Learned
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• Further details: SMQ Sept. 2014 Further Details
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Thank you
Jay Kassirer Cullbridge Marketing & Communications | Tools of Change
(613) 224-3800 [email protected]
www.cullbridge.com www.toolsorfchange.com
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Recent Changes
• Smart meters introduced
• Increased focus on segmentation and individualization in communications
• Challenge incentive reduced to $50
• Maintenance incentive of $25 introduced
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Recent Changes • New tracking option highlights progress
relative to challenge goal
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Trends The age of the internet of things:
• Smartification of dumb appliances
• Measure everything (Fitbit)
• Personalization/individualization
Gamification
New (unexpected) entrants into the market (Apple, ADT, Google, etc.)