Loyalty Lab April 2009 Google Doc
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Next Generation Loyalty & Marketing PlatformNext Generation Loyalty & Marketing Platform
Loyalty Lab, Inc.
April 2009
Loyalty Lab, Inc.
April 2009
2Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Today’s Loyalty ImperativeToday’s Loyalty Imperative
Marketers will survive the recession and emerge ready to resume their growth by investing in loyal customers
Even loyal customers are making tough choices of where and how much they spend
Brands that identify, listen to and engage more broadly, more creatively and with more relevance will best retain and grow their best customers
Simply, loyalty is about creating and executing programs that drive more frequent, higher margin sales
3Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Loyalty Lab Powers Return on Marketers’ InnovationLoyalty Lab Powers Return on Marketers’ Innovation
That is where Loyalty Lab comes in
By simplifying traditional loyalty practices by applying the best of today’s technologies
And pioneering the design and implementation of the next generation of loyalty concepts
Loyalty Lab has set a new level of expectations for innovative consumer brands.
4Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
A Growing Number of Successful ClientsA Growing Number of Successful Clients
5Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Loyalty Metrics: Results Speak For Themselves Loyalty Metrics: Results Speak For Themselves
Impact on Frequency: 80% lift in overall frequency 250% increase in repeat purchase rate
among new program members
Impact on Retention: 22% increase in retention rate among elite
tier
Impact on Overall Revenues: 90% lift in overall revenue among members 67% lift in overall revenue among members 40% lift in overall revenue among members
Other Impacts: 4X Click-Thru rates Reallocation of advertising spend Adjustment of assortments to favor repeat
customers
6Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Introducing Loyalty LabIntroducing Loyalty Lab
A game changer We challenged the status quo by bringing elite-tier capabilities to every tier of
market…
A market leader … allowing us to become the fastest-growing provider of loyalty program
technologies and solutions for consumer brands.
A thought leader Technology is speeding up. Consumers and marketers expect more. We
continue to innovate. It’s part of our DNA.
A partner Our greatest inspiration for success comes directly from our clients ...
An agile organization … keeping us focused delivering against their insights, inspirations and real-
life operational needs
7Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
SaaS-Based Approach Initially Changed the Equation…SaaS-Based Approach Initially Changed the Equation…
In 2003, Loyalty Lab introduced a completely new approach to powering consumer loyalty…
SaaS-Based Architecture | Dramatic Drop in Cost & Time | Deep Domain Expertise
Core systems are built from the ground up to handle large scale data volumes.
Enabling rapid feature development and empowering flexible programs
Quarterly releases built on our core API’s deliver best in class feature sets
Innovative Features
Flexible Processes+ Open APIs
Scalable Foundation
8Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Our TechnologiesOur Technologies
Visible Point programs Invisible Point programs Progressive member tiers Integration of disparate data
feeds Targeted promotions and
campaigns Reward triggers and catalogs Code-based product registration Standard and ad hoc reporting
9Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Powerful Customer Retention & Development ProductsPowerful Customer Retention & Development Products
Loyalty Lab RewardTM
Our market leading loyalty, rewards and best customer management platform
Out-of-the-box and ready to implement
“Generic” point accruals Brand-focused clubs Flexible reward and
benefit options
Loyalty Lab LinkTM
Integrated code creation and management for CPG, media and pharmaceutical marketers.
Direct consumer input of “proof of purchase
Scalable, tamper-proof unique codes
Identify consumers and transaction at channel and product level
Loyalty Lab InsightTM
Rapid solution for rich customer insights through reporting and analysis.
Leverages Loyalty Lab’s data warehouse
Outstanding BI solution at reasonable price
Ad hoc tool lets you design own reports
OLAP enables deep exploration quickly
10Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Platform Eatables Easy Data In and Communications OutPlatform Eatables Easy Data In and Communications Out
Web/CatalogTransaction
Data
Product Data
CDW Data
Community Data
ResponseTracking
ReportingAnalysis
ETLs/XSLTs
APIs
ProgramSettings
Campaign Email
Triggered Email
Widgets and Websites
Social Media
Rewards
Partner Activity Data
Social Media Data
Customer Care Data
Optimized Common Data Model
EngagementEngines
MarketerControl Panel
Store Transaction
Data
Web Analytics
Data
ProductCodes
11Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
APIs Provide Companies a Choice of How Consumers InteractAPIs Provide Companies a Choice of How Consumers Interact
Loyalty Lab’s Microsites are easy to implement and include each of the core loyalty program pages:
Registration and My Account Statement Offers Static content pages
While Loyalty Lab’s APIs allow marketers to access and utilize loyalty data, offers and functionality as they want and where they want
Full and summary statements Integrated registration Sweepstakes, auction and game
integration Promotions and offer communication
12Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Getting to Market Quickly Getting to Market Quickly
Program Requirements and Implementation Program Launch
Launch, Test, Measure, and Refine Design & Requirements4 - 6 weeks
Implementation8 – 10 weeks
Requirements &Gap Analysis
Solution Design
Program StrategyUnderstand program plans
Data Integrations
Iterate and Improve
Program Management Measure results, test offers, optimize design
Program Configuration
Creative, Partner Integration
Stage and Test
TrainingSoftware and Program
Launch
13Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Ensuring Successful ProgramsEnsuring Successful Programs
Focused loyalty best practices for well-scoped initiatives
Comprehensive loyalty strategies, program designs and economic modeling
Cooperative design and expertise with category experts
Loyalty Lab ensures compelling and successful programs with a flexible engagement model
14Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Best Practices Drive Better Designs and Ongoing Performance Best Practices Drive Better Designs and Ongoing Performance
Significantly increases customer insights
Easy to understand and consistent with brand
Worth-It factor – “I can see a path…”
Speaks uniquely to the targeted consumer segment(s)
Allocates funding investment strategically
Recognizes and rewards behavior aligned to company success
Has a unique, defensible hook
Satisfies a marketer’s wish list of tools
Grows with the company, adapts with experience and remains fresh
Has visibility across the organization and is championed from the very top
++ Great
+ Good
√ Average
- Bad
-- Terrible
15Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
OnlineBrick & Mortar
Traditional Loyalty ModelsTraditional Loyalty Models
Solid ROI Proven results –
repeat and retention focus
Dependent on critical mass
Heavily aligned to transactions
Closed system
All touch-points under direct control of brands
BrandStore,
Showroom, Call Center
Direct Mail, Coupons
Web Site
16Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Social NetworksBrand Properties & Communities
The New Loyalty ModelThe New Loyalty Model
Significantly broadens how brands think about “interactions”
Structures and empowers brand advocates
Deepens customer insights
Builds over time
Influence
Reviews
Blog, Twitter
Facebook, MySpace
Photo, Video
Bookmarking
Web Site, Catalogs
Customer Service
Targeted Offers, Promos
Mobile
UGC, Forums
Stores
Customer Loyalty System
17Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Higher Levels of ROIHigher Levels of ROI
Increased engagement really ties to increased, more frequent purchasing – more purchases from existing customers
More engagement leads to more relevant search and more informed decisions – lower acquisition costs
Loyalty tools equally capture purchase transactions and social interactions – truly holistic and actionable view of the customer
Connecting elements accelerates trial and active participation – achieve critical mass more quickly
Better differentiation of brands’ unique characters – programs that stand out from the noise
18Proprietary and Confidential © 2008 Loyalty Lab Inc. All Rights Reserved
Why Choose Loyalty Lab: Your Success is Our SuccessWhy Choose Loyalty Lab: Your Success is Our Success
Substantial Domain Expertise Retail Consumer products & services Social media
Software-as-a-Service Delivery No new hardware of software Automatic upgrades Accessed via web on any computer
Fast to Market Complete program configuration in days
not weeks or months Phased implementation goals
Superior ROI Purchasing and retention lift Lower costs and resources required