Webinar On-Demand: Success with Mobile Loyalty

© Copyright 2000-2012 TIBCO Software Inc.

SUCCESS WITH MOBILE

LOYALTY


Your hosts today

Michael GreenbergDirector, Global Solutions [email protected]

Brett HannathDirector, [email protected]

5

mailto:[email protected]

mailto:[email protected]


Make the most of the event

• All phone lines are on mute during the webinar

• Use the chat window to ask your questions

• Address your question to the host (Brett)

• When appropriate the question will be asked on your behalf

• Let’s get started

6


Agenda

Introductions

About TIBCO Loyalty Lab

Customer Loyalty Today

Success With Loyalty In Mobile

Idea Starters

7


TIBCO SOFTWAREAND

THE TWO-SECOND ADVANTAGE


TIBCO Software Inc.

REAL-TIME, EVENT-ENABLED SOLUTIONS FOR THE 21ST CENTURY• Make sense of big data and discover

valuable insights• Respond in real time while insight is still

relevant• Cross- and up-sell based on real-time

customer behavior• Govern data for trustworthy information

AT A GLANCE

Founded 1997

NASDAQ TIBX

2011 Revenue $920 Million

Headquarters Palo Alto, CA

Website www.tibco.com

Offices 65 Offices30 Countries

Customers 4,500+

Partners 300+

Employees 2,500+

http://www.tibco.com


Two-second advantage

“A little bit of the right information just a little beforehand – whether it is a couple of seconds, minutes, or hours – is more valuable than all of the information in the world six months after the fact… this is the two-second advantage.”

– Vivek Ranadivé,TIBCO Founder and CEO


Two-second advantage applied

Deliver customer insights before marketers need it

Give consumers what they want before they know it

Engage consumers in every conceivable way

Strengthen a brand relationship with consumers

11


LOYALTY TECHNOLOGY• Loyalty Lab On-Demand Loyalty

Platform• Predictive Analytics & Data

Visualization• Data Matching, Cleansing,

Standardization, Enrichment• Messaging and Integration• Real-Time Contextual Marketing

LOYALTY TECHNOLOGY• Loyalty Lab On-Demand Loyalty

Platform• Predictive Analytics & Data

Visualization• Data Matching, Cleansing,

Standardization, Enrichment• Messaging and Integration• Real-Time Contextual Marketing

LOYALTY SERVICES• Program Strategy and Design• Analytics• Creative• Program Support• Data Integration• Customization

LOYALTY SERVICES• Program Strategy and Design• Analytics• Creative• Program Support• Data Integration• Customization

TIBCO Loyalty Lab – what we offer


TIBCO Loyalty Lab clients

260+ million consumer records managed


ENABLINGMOBILE LOYALTY


Current view of mobile

THEPERFECT

APP

Focus on design• Usability• Branding• In-Hand Functionality


Needed view of mobile

More than just a UI• Context Aware• Event-Driven• Real-Time


New

Mem

ber

Up

-sell by FO

B

Co

mp

lete Profile

Refer a Friend

Cross-sell b

y SKU

Re-tweet

We’ve M

issed You

Welcom

e Back

Surprise &

Delig

ht

Cross Sell/U

psell

Attend

an Event

Doub

le Reward

s

Close-out D

eals

Anniversary B

onus

Thank You

Share with a Friend

New

Product Intro

Rewards & TermsBase Configuration | Accruals | Tiers | Rewards | Catalogs | Triggers | Expiration

Increase engagement


What marketers need

18

LOYALTY

Offers

Loyalty Programs

Relevant Messaging

Real-time Engagement

Customer Insights

Single View of the

Customer

Effective Mobile

Great Service

Social Context


CUSTOMER LOYALTYTHE CORPORATE VIEW

AttractAttract

ConvertConvert

RetainRetain


CUSTOMER LOYALTYTHE CONSUMER VIEW


Search Online


Showroom


Get Local Offers


Snap Bookings


Snap Reservations


Offers looking for people


High InventoryPast purchase historyOffer: 20% discount

6PM Time-Based Decision40% chance of purchaseOffer: 10% discount

Baby Formula in History

Offer: Buy 2 get 1 free

100F Outside12:15PM

Offer: 15% off Sports Drink


Detected Close-ByHigh Value CustomerLast Visit 45 days ago

45% DiscountFavorite Brand

Valid for next 2 hours


People looking for offers


Where can I get Prada 20% off within 500 meters?

Where is the best thaifood in the neighborhood?

Who will give me a discount if I get 5 friends

to shop with me?


Prompt a decision to buy

Customer drives to

store

Customer buys

The Old Way


Customer considers

buying

Customer researches products

Customer compares price and inventory

Customer plans on buying

Customer gets other local offers interrupting

trip

Customer double checks pricing before

purchase

Customer buys

The New Way


SUCCESS WITH MOBILE LOYALTY

40


Make Mobile The First Screen

WHAT IT TAKESTO SUCCEED


Permission

+

Identity

WHAT IT TAKES TO SUCCEED


Real Time



Analytically-Driven

Interactions



Location Awareness



One App



IDEA STARTERS FROM

AROUND THE GLOBE


Contextualityis the next

secret sauce


There are many who want to be

gatekeepers of context


Tapping into tribes is on everyone’s

mind


Game mechanics

(not badging) play an

increased role


Q&A


Thank you!


Next StepsPresentation and link to on-demand replay

will be sent via Emailplus latest Aberdeen Research

More information www.loyaltylab.com

@loyaltylab | loyaltylab.com/blog | LinkedIn

http://www.loyaltylab.com

Webinar On-Demand: Success with Mobile Loyalty

Technology

Transcript of Webinar On-Demand: Success with Mobile Loyalty