Loyalty: How to attract & retain customers via mobile. (Vueling)
Customer Loyalty Webinar: How to make customers love you!
description
Transcript of Customer Loyalty Webinar: How to make customers love you!
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How to make customers love you
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• 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
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Bertram WelinkMarketing Manager SEOshop
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Charlie CaseyFounder & CEO LoyaltyLion
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4 steps to increase customer loyalty
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5 times more expensive to attract new customers
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8 contact moments are needed before a new customer buys
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Step 1: Keeping the back door closed
1. Think of the receiver
2.Invest in your database
3.Introduce a loyalty program
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Thinking of the receiver
1. Customer focused communication
2.The right mindset
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Step 1: Keeping the back door closed
1. Think of the receiver
2.Invest in your database
3.Introduce a loyalty program
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Invest in your database
• 25% not up to date
• 10% have moved
• 20% changed job
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Step 1: Keeping the back door closed
1. Think of the receiver
2.Invest in your database
3.Introduce a loyalty program
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Introduce a loyalty program
• Which customers spend the most?
• Which customers order often?
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Step 2: Create ambassadors
1. Stimulate ambassadors
2.Let them tell positive stories
3.Keep an eye on online communities
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Step 3: Start a strategic brand alliance
1. Exchange lists
2.Co-branded advertising
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Step 4: Be different
1. Don’t copy your competitors
2.Learn from other markets
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Thank you
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@LoyaltyLionHQloyaltylion.com
SEOshop presentation !
Loyalty for the ecommerce age
Charlie Casey CEO
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€€ €ACQUIRE
AdWords
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4x
REPEAT BUSINESS
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LOYAL CUSTOMERS SPEND 67% MORE
5% LIFT IN RETENTION PROFITS 85%
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GREAT CUSTOMER EXPERIENCE
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PERSONALISATION
VALUED CUSTOMERS
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PERSONAL MESSAGE
SURPRISE AND DELIGHT
REWARDS PROGRAM POINTS
DISCOUNTS
GIFTS
VALUED CUSTOMER: IDEAS
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PERSONAL MESSAGE
SURPRISE AND DELIGHT
REWARDS PROGRAM
VALUED CUSTOMER: IDEAS
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PERSONAL MESSAGE
SURPRISE AND DELIGHT
REWARDS PROGRAM
VALUED CUSTOMER: IDEAS
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PERSONALISATION
AGE GENDER PREFERENCES
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!
TOP 120 RETAILERS < 25% OFFER
PERSONALISATION
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TAILORED NEWSLETTERS
PERSONALISATION: IDEAS
BIRTHDAYS
RECOMMENDATIONS
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TAILORED NEWSLETTERS
PERSONALISATION: IDEAS
BIRTHDAYS
RECOMMENDATIONS
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PERSONALISATION: IDEAS
TAILORED NEWSLETTERS
BIRTHDAYS
RECOMMENDATIONS
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ECOMMERCE CHANGED EVERYTHING
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FRIENDLY AND FAMILIAR
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INVISIBLE
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THERE’S GOOD NEWS!
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CUSTOMERSDATA
MORE DATA THAN EVER
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THEN NOW
INCREASED INTERACTION
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“92% OF PEOPLE TRUST RECOMMENDATIONS FROM FRIENDS AND FAMILY MORE THAN ALL OTHER
FORMS OF MARKETING”
- Nielsen
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SOCIAL LOYALTY PROGRAM
RETAIN EXISTING CUSTOMERS
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SOCIAL LOYALTY PROGRAM
RETAIN EXISTING CUSTOMERS
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RETAIN EXISTING CUSTOMERS AQUIRE CUSTOMERS
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MOVE CUSTOMERS UP A SEGMENT
INCREASE CUSTOMER LIFETIME VALUE
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MOVE CUSTOMERS UP A SEGMENT
INCREASE CUSTOMER LIFETIME VALUE
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