Silverpop: Taking Loyalty Beyond the Discount
- 2. So Who is This Dude?
Twenty-Year Digital Marketer
COO @ Loyalty Startup
Corporate + Agency
Relationship Marketing Practice Lead
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- 3. Who is Silverpop?
Silverpop is the Unified Digital Marketing Platform
that delivers superior overall
“return on relationship” powered by the deepest
insight into the way customers behave.
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- 4. 4,000+ Brands and 15,000 Marketers
Financial Services Retail Energy & Utilities Media Business Services Software
Travel & Hospitality Non-Profit Food & Beverage Hardware Entertainment Education
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- 5. Behavioral Marketing
Real-time, cross-channel, insanely relevant campaigns to
one person at a time automatically driven by analytics of
their actions, preferences and profiles.
- 6. The Wild West of Loyalty Marketing
~$100/mo./location
$50 for 500 $3-5MM/yr.
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- 7. Why Do Loyalty Programs Exist?
• They created real choice modifiers and drove strong add-on
revenues in specific industries, like travel and retail
– Yep, he just used the past tense :: <CREATED>
• More market competition drove increasing price and share-of-
spend pressures
– Sure, the rise of analytics weenies drove new dynamics
• Buyers respond positively to more engaging relationships
– Newsflash, we’re social beings who like being recognized
• Marketing programs have their own momentum
– Once proven, it’s hard to kill a big fish
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- 8. When They’re Great
High SKU-Level Margins
Commoditized Product
Steady-State Marketing Budget
Repeatable Purchase Cycle
Data-Driven Marketers
MDF Funds
Recurring Customers
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- 9. When They’re Terrible
Price-Satisfied Customers
Complex Product Offering
Commingled With Other Brands
Few Fraud Controls
No In-Store Training
Just Free Stuff
Nothing is ‘Learned’
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- 10. “A completely different mindset is required if any
semblance of a loyalty program is going to stick to today’s
20-year-old, who is the prime earner of the next 20 years.
Online reputation and real-life experiences will trump a 15%
coupon any day of the week and twice on Sundays.”
Me, 2010
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- 12. Open Your Social Eyes
• Better ‘appreciation dynamic’
• It’s real-time, more personal,
and is absolutely scalable
• Consider social advocacy on
par with item purchases
• Use tools like Twitter Advanced
Search or Radian6
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- 13. Reward Based on Affinity
• Think beyond the item being
bought from you
• What resonates with the
PERSON
• Gently test a wide range of
hypotheses with partner offers
• And then there’s Prime…
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- 14. Go Deep on Mobile
• Captain Obvious moment: your users
have smartphones
• Look closely at hard costs, and then
spend that money build an app
• Keep the experience immediate, drive-
to-web is bad here
• Remember non-digital high spenders
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- 15. Factor for Location
• Of all the ‘behaviors’, location
is among the strongest
predictors
• Keep a permission layer, but
use the data to inform your
programs
• Don’t miss the opportunity to
socially thank visitors
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- 16. Score It Like a Lead
• As long as we’re beyond the
transaction, go for it!
• B2B-stlye lead scoring applies
to events beautifully
• Group your customers by tier
and market to them differently
• Experiment aggressively
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- 17. An Open Architecture
• The biggest challenge today
• Takes affinity-driven rewards
to their logical conclusion
• Reduce costs *and* deepen
your customer understandings
• Pick only your best friends and
partners
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- 19. Questions?
Dave Walters
dwalters@silverpop.com
Twitter: @_DaveWalters
www.slideshare.net/silverpop
Twitter: @SIlverpop
www.silverpop.com
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