Build Customer Loyalty | Pobuca Loyalty
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Visit website: http://loyalty.pobuca.com Pobuca Loyalty is a platform that develops and grows repeat customers. It enables you to identify customers in all sales and marketing channels, map their journey, engage with them by using an omni-channel strategy, reward loyalty and predict future buying behaviors.
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Build Customer Loyalty | Pobuca Loyalty
- 2. PRESENTATION AGENDA The Loyalty Platform 1 2 3 Company Profile Technologically Advanced Features Loyalty Case Studies4
- 3. 2000 2016 2018 ARTIFICIAL INTELLIGENCE 18 years of experience MACHINE LEARNING PRODUCTIVITY BIG DATA MS DYNAMICS POWER BI DIGITAL MARKETING LOYALTY SCHEMES CRM UNIFIED COMMUNICATIONS SALES FORCE AUTOMATION NETWORKING SECURITY THE TEAM
- 4. CURRENT STATUS POBUCA SUITE €5M revenue INTEGRATION 30% international sales from 25 countries 100employees UK & Greece
- 5. CRM EXPERTS Leader in CRM technologies 2 times awarded as Microsoft Country Partner of the Year International Vendor Smooth integr with existing infrastructure No risk for you 18 years – 100 projects – Microsoft Partners
- 6. CLIENTS & AWARDS PROJECT AWARDSVENDOR AWARDS CLIENTS Microsoft Country Partner 2011 Microsoft Country Partner 2016 Cisco Advanced Specialization in Unified Collaboration Cisco Meraki Partner of the Year 2016 - 2017 Cisco Marketing Innovation Partner of the Year 2016 MS Mobility Partner 2012 (snooz.me) IT Excellence Award 2013 (Frigoglass) App Gold Award 2015 (Schneider) Cyta Mobile Excellence 2015 (KRI KRI) Cyta Mobile Excellence 2016 (NN) App Gold Award 2016 (Schneider) Best International Loyalty Initiative 2018 (Vero)
- 7. POBUCA SUITE FAST BUSINESS COMMUNICATION ENGAGED & LOYAL CUSTOMERSSALES AUTOMATION FOR BRANDS
- 8. 80% of your company’s future revenue will come from just 20% of your existing customers (Gartner Group) It costs 5 times more to acquire new customers than it does to keep current ones (Forrest Research, Lee Resource Inc.) The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% (Marketing Metrics) Reducing customer churn by 5% can increase profits from 25 – 125 % (Leading on the edge of chaos, Mark A. Murphy) 5% increase in customer retention can increase a company’s profitability by 75% (Bain & Co) CUSTOMER ENGAGEMENT
- 9. SALES Retail & Brands understand the value of digital transformation in Customer Engagement BUT RESOURCES / KNOWLEDGE THE PROBLEM CUSTOMER JOURNEY
- 10. THE SOLUTION Provide an omni-channel customer experience POBUCA LOYALTY Increase customer engagement Reward Loyalty RETAILERS BRANDS
- 12. KNOW YOUR CUSTOMERS Customer Database GDPR Compliant Member Management (mobile, web, chatbot) Build Profiles Buying Behavior (ERP & E-shop connectors) Online Behavior (personalized web analytics) Campaign & Survey responses Social Media Insights Post Management Sentiment Analysis Predict Behavior Machine Learning Scoring & Segment Product Recommendation 360o View of Customer Profile
- 13. CUSTOMER ENGAGEMENT CAMPAIGN TOOL CUSTOMER SERVICE “Push & Pull”
- 14. LOYALTY REWARDS Create repeat buyers Implement process flows & rules such as “extra points” or refer a friend Increase Loyalty while maximizing ROMI Set up rewards such as digital coupons, discounts and gifts Translate sales and marketing actions into loyalty points
- 15. CUSTOMER TOUCH-POINTS GDPR Compliant Manage Profile & Opt-in/Opt-out Ask questions Loyalty Points & Transaction History Personalized offers & Coupons Location based notifications
- 16. CUSTOMER JOURNEY 1. Online Campaign 2. e-shop visit & chat 3. Follow up campaign 4. Cart/Wishlist items 5. Location based Notification 6. In-store purchase 7. Post-purchase email 8. Friend Referral Example
- 18. Artificial Intelligence Knowledgebase Users get answers regarding product / service related questions using physical language. Reminders, Promos, Offers Customers will be able to Opt-in in order to receive communication such as reminders, promos & offers. Escalation with human agents Allows customers to directly communicate with company’s staff. They may ask specific questions, to specific people with the human agents. Loyalty Assistant The Messenger bot gives customers access to their rewards card and rewards balance at any time. Customers can simply ask the bot for such information.Awareness Communicate product launches or awareness campaigns. Customer Service Built a customer service agent that NEVER sleeps. LOYALTY CHATBOT (functionalities)
- 19. PROXIMITY MARKETING How it works: Customers come in store and through a splash screen they submit their phone number to access wi-fi This information is stored in Pobuca Loyalty Pobuca Loyalty helps us enrich customers’ digital profiles Via Wi-Fi Technology
- 20. BEACONS Real - Time Personalized Communication (email, sms, push notification via mobile app) Welcome Welcome back! It is your 3rd time in our store. Enjoy An exclusive 10% discount! Check - in Share your location in your social media accounts and earn loyalty points. Sales - Offers The product you are looking for is on sale. Ask our experts for tips. Daily News Check out just released products on the second floor. Feedback We hope you have found everything you needed. Don’t forget to rate us and leave your feedback.
- 21. ML & CUSTOMER SEGMENTATION RFM & Machine Learning Segmentation Get accurate definitions of the best customers, most loyal, biggest spenders, almost lost, lost customers and lost cheap customers Optimize Marketing Mix Determine which sales offers, incentive and programs are presented to which prospects through which channels Cross sell & Up sell Creating and fine-tuning propensity models that guide cross-sell and up- sell strategies by product line, customer segment, and persona Customer Churn Analyze and significantly reduce customer churn using machine learning to streamline risk prediction and intervention models. Personalized campaigns Optimized message targeting accuracy, context and precision of marketing campaigns
- 22. FUTURE OF AI IN RETAIL Virtual Assistant for Marketing Teams Virtual Personal Shopper Consumers have an entirely new set of behaviors and expectation Manage store resources & processes Personalized Storefront Why?
- 23. SHOPPING ASSISTANT 1.Customer sees a garment she likes online or in real life 2.She takes a picture and uploads it in the mobile app 4.She can add iton wishlistor cart and check availability in stores 3.Machine learning algorithms propose similar garments from the Notos Galleries collection
- 24. CONSULTING & OUTSOURCING SERVICES Campaign Management Loyalty Consulting Collaboration & Reporting
- 26. B2C CONSULTING SERVICES Business Analysis Report Marketing & Consulting Outsourcing Services
- 27. BUSINESS ANALYSIS REPORT Loyalty Scheme's Goal Definition International Loyalty Cases Proposals & Scheme definition Loyalty Scheme Processes ROI Analysis
- 28. MARKETING & CONSULTING OUTSOURCING SERVICES Launching the Scheme Reporting Campaign Management Segmentation
- 29. TECH ARCHITECTURE ERP WMS / CRM Pobuca Loyalty on premise / cloud sales / products etc. customers / points etc. user end-customer web browser microsite mobile app chatbot
- 30. CUSTOMER CASE 40 users USAGE: LOYALTY CUSTOMER ENGAGEMENT loyalty members campaigns sent claimed rewards points collected • Improve digital marketing strategy • Increase sales • Increase loyalty members • Reward loyal members • Create a unique customer data base • Achieve data integrity • Succeed predictive marketing BUSINESS BENEFITS: ~82K 700 ~5K ~7M
- 31. CUSTOMER CASE 2 years USAGE: LOYALTY CUSTOMER ENGAGEMENT loyalty revenue loyal avg basket VS non-loyal low inactivity registrations • Create a digital marketing strategy • Increase sales • Reward loyal members • Provide an omni-channel experience • Optimize customer service • Achieve predictive marketing BUSINESS BENEFITS: ~67% of total 2:1 ~203% ~25% vs 55% after 2 years Steady rate after 2 years INTEGRATION
- 32. CUSTOMER CASE 5 countries USAGE: LOYALTY CUSTOMER ENGAGEMENT loyalty members country expansion claimed rewards customer satisfaction • Improve digital marketing strategy • Increase sales • Know their customers • Reward loyal members • Create a unique customer data base • Achieve data integrity • Quantify Indirect Sales BUSINESS BENEFITS: ~6K 5 ~5K 80%
- 33. LOYALTY PROJECTS Schneider Electric CRM & Loyalty Platform Card-less Registration Omni-channel Campaigns Integration with Distributors Microsite & Mobile app Facebook app E-Catalogue Triggered Offers Loyalty Outsourcing Audi & VW CRM & Loyalty Platform Microsite Integration with Service points Omni-channel Campaigns Reminders Loyalty Outsourcing Vero Card Loyalty & CS Platform Omni-channel Registration Microsite & Mobile app Omni-channel Campaigns Coupons POS Integration Automated Coupons Loyalty Outsourcing Diadermine CRM Platform Dynamic Facebook Apps Omni-channel Campaigns Campaigns & Social Media Outsourcing
- 34. Gant LOYALTY PROJECTS Loyalty Platform Microsite Omni-channel Campaigns Coupons Navision & LS Retail Integration Franchisees Portal Gift Logistics Integration Notos More CRM & Loyalty Platform Microsite Card-less Registration Omni-channel Campaigns Navision Integration BI Tool DPAM Ensemble CRM & Loyalty Platform Card-less Registration Omni-channel Campaigns Navision Integration Automated Coupons Digital Signage - Gamification American Eagle CRM Platform In-store Tablet Registration Omni-channel Campaigns
- 36. See you @ THANK YOU! twitter.com/siebengr facebook.com/sieben.gr/
- 37. THE FUTURE
- 38. THE SOLUTION - STANDARD Interview to setup engagement & loyalty rewards Group chat UI to communicate & support customer “Listens” to business discussions and makes questions Suggests & executes personalized campaigns to customers Pobuca Bot (virtual assistant) Serves reports with natural language
- 39. THE VALUE 360ο customer profiling & loyalty for retail & brands Business templates Virtual assistant Machine LearningLead scoring We apply ML to suggest the best engagement plans based on previous experience. A Chabot interface that helps users manage customer engagement & loyalty in natural language. Customer profiling algorithm that scores customers based on data from sales, marketing actions & surveys. Predefined business templates for customer loyalty & rewarding. Ready to use for retail & brands SMEs
- 40. APPENDIX
- 41. MOBILE APPLICATION My Account / My Profile Info about purchase and point history, coupons and rewards available. Digital Coupons Offers Digital coupons available for redemption Inbox (notifications) Notifications about rewards, orders, points, promos etc. Wishlist List of the products that the user wishes to buy. Cart List of the products that the user wants to buy . Ability to make a purchase through this. Order tracking Tracking of orders based on the orders code.
- 42. Brand news Feed of Articles with the brand’s news, sharable in social media Geolocation Push notifications based on the user’s location Fashion tips Feed of Articles with fashion tips, sharable in social media Store Locator & availability Map with all the stores and details about the physical store that an item can be found Contact Communication form, customer care line details, FAQs. Product Catalogue Product catalogue based on the E- shop feed MOBILE APPLICATION
- 43. ONE STEP FURTHER Barcode scanner for products barcode ή QR code scanner . Beacons Notifcations Push Notifications about rewards, orders, points, promos etc., based on the in-store customer location Shop the look Recommendations of product combinations that the user can purchase Image recognition Users can search items by using by uploading a photo from their gallery OR use their camera to capture something instantly in order to find similar products within NOTOS Galleries Find your size Recommendation of the right size as per measurements given by the user and based past purchases of users with similar measurements
- 44. ONLINE PORTALS In-store Sign up • Customized portal for each User role • View / Edit customer profiles (points, history, etc.) • Track customer care cases • Sign-up via in store • View / Edit profile • Secure connection Agents & Franchisees
- 45. FACEBOOK APPS The Facebook application is available for all customers and the content can change dynamically Customers can login, view and manage their profile information and available points, coupons & offers They can check the latest news and fashion tips, participate in contests and surveys With Pobuca Loyalty campaign tool they can receive personalized campaign notifications in their Facebook Inbox One for each Brand
- 46. KNOW YOUR CUSTOMERS CUSTOMERS Associate website activity with customer profile Trach responses and analytics in the customer profile Build Surveys across campaign channels & website Design better content for the correct audience Built in tools Get customer feedback
- 47. CUSTOM TECH ENABLERS Presence & Beacons technology Digital wallets Digital signage apps Gamification & Augmented reality Microsoft Teams internal chat
- 48. SCORE YOUR CUSTOMERS 1. Create your Scenario 2. Set Criteria to meet your scenario needs 3. Utilize Machine Learning to segment customers 4. Communicate to your segment with personalized content Campaigns, Loyalty, Profiling
- 49. PROVIDE CUSTOMER SERVICE Marketing + Customer service together: MARKETING SUPPORT Track customer responses and manage them by support team Case management – Resolution workflows (Track history) Insights for marketing campaigns & customer segmentation
- 50. GAIN INSIGHTS Consolidate strategy under a single view: MARKETING SALES Campaigns reporting and how affect sales Loyalty program progress (monthly KPIs) Achieve goals & plan for future actions
- 51. WHO USES POBUCA LOYALTY CUSTOMER DATABASE CAMPAIGNS SURVEYS LOYALTY SCHEMA REWARDS ROMI - INSIGHTS MARKETING SALES
- 52. DIGITAL COUPONS Create digital coupons: Embed coupon in marketing campaigns Customer specific or generic MARKETING SALES Support different types of discounts
- 53. WEBSITE DEVELOPMENT Features: Profile Management Digital Coupons finder Loyalty points & history Redeem points and claim gifts & rewards MARKETING SALES
- 54. MOBILE APP DEVELOPMENT Features: Profile Management Navigate to store Loyalty points & coupon information Location based push-notifications MARKETING SALES
- 55. CHATBOTS Features: Available in websites, apps, Messenger & Viber Loyalty & Coupon information Profile management Store locator Answer FAQ’s and escalate to human agents MARKETING SALES
- 56. Enrich the available communication channels Messenger BOT Surveys Push NotificationViber Website Notification NEW BOT CHANNEL.
- 57. 75% of millennials choose texting over talking. 76% of millennials prefer to receive texts over calls from companies because texts are more convenient and on their own schedule. 75% of millennials find text reminders helpful, only 30% are receiving them regularly. Source: OpenMarket, 2016 Facebook Messenger has opened up its Messenger platform to third party chatbots. For companies looking to connect with Facebook’s 1.65 billion users, bringing your business directly to the source isn’t a bad call. A computer program designed to simulate an intelligent conversation with one or more human users via conversational interfaces. “ (in Loyalty & Customer Service) BOTS
- 58. (examples in loyalty) BOTS Loyalty assistant: The Messenger bot gives the customer access to their rewards card and rewards balance at any time. Customers can simply ask the bot for such information. Local stores: Helping customers find local stores is a breeze. They can simply ask the closest store. The bot replies with a list of local stores and provides directions. Offers, Promos & Coupons: At any time, the customer can find out about current promotions by asking the bot or the bot can periodically push such promos to the customer. Payments: Soon Customers will be able to make payments right from the bot through the platform, as well as linking directly to a point-of-sale terminal or a gas pump to make a payment. Virtual agent: Answers any question asked on a digital channel. If it cannot find the proper answer, the bot will assign the question to a specific team within the company. Presence analytics & Beacons: Can be integrated with the bot mechanism to provide location based offers to customers
- 59. BRAND REPUTATION Surveys Pollfish Social Engagement
Notes de l'éditeur
- Our team has 18 years of experience in CRM and business productivity and the 4 co-founders have been working together for 20 years. Our technology focus is in Artificial Intelligence, while our CTO is an evangelist and one of the best in Greece.
- Pobuca has 85 employees and €3m in revenues. We are located in London & Greece and we combine our software with integration & consulting services offering turn-key solutions to brands and retailers. Pobuca is a Microsoft & Cisco Partner...
- ...twice awarded as Microsoft Country partner of the year for Greece. Moreover, we have 8 awards for innovative projects to companies like Schneider Electric, Henkel & Mars.
- Our software, is a CRM suite, in the same way as Microsoft Office is a productivity suite with Word, Excel and Outlook. Pobuca Suite integrates with Microsoft Dynamics to cover generic CRM needs.
- Pobuca Connect allows users to access their company’s contacts on any device and therefore communicate faster, Pobuca Sales is a mobile sales automation software for brands that allows them to take orders and achieve higher sales while on the field, and Pobuca Loyalty allows retailers and brands manage their customer loyalty program. Our major competitors are Pepperi, Antavo and FullContact.
- Αρχικά, ας δούμε γιατί είναι απαραίτητο το customer engagement. Εδώ βλέπουμε κάποια metrics που για να τα συνοψίσουμε σε μια γραμμή λένε ότι το να πουλάς ξανά και ξανά σε έναν πιστό πελάτη είναι πιο επικερδές από το να βρίσκεις συνέχεια νέους πελάτες. Για να το πετύχουμε αυτό πρέπει να κεντρίζουμε συνεχώς το ενδιαφέρον τους με καμπάνιες και να υλοποιήσουμε ένα πρόγραμμα πιστότητας ώστε μέρος του κέρδους να το επιστρέφουμε πίσω στους πελάτες μας. Αυτός είναι και λόγος που όλοι οι μεγάλοι retailers πχ Notos έχουν σύστημα επικοινωνιών προς τους καταναλωτές και ένα πρόγραμμα πιστότητας για να τους ανταμείβουν.
- Οι Retailers και τα Brands αντιλαμβάνονται πλήρως την αξία του Customer Engagement και Loyalty, καθώς και την ανάγκη αξιοποίησης τεχνολογίας για να το πετύχουν. Το πρόβλημα όμως είναι ότι σε ένα οικοσύστημα που η τεχνολογία αλλάζει ριζικά τα πάντα, δεν έχουν το expertise να την αξιοποιήσουν σωστά. Ένα δεύτερο πρόβλημα είναι ότι για να μπορέσεις να μιλήσεις στον πελάτη στοχευμένα και να του προσφέρεις ένα πρόγραμμα πιστότητας που ταιριάζει στις ανάγκες του, απαραίτητο στοιχείο για να το πετύχεις είναι να γνωρίζεις το customer journey του, δηλαδή να τον έχεις ταυτοποιήσει σε όλα τα κανάλια και να γνωρίζεις όλα τα interactions που κάνει με το brand ή το κατάστημα.
- Η λύση στα προβλήματα αυτά είναι το Pobuca Loyalty, η πλατφόρμα που υποστηρίζει την στρατηγική των retailers & brands, για να αυξήσουν το customer engagement & Loyalty. Πρόκειται για μια πλατφόρμα που την χρησιμοποιούν τα τμήματα πωλήσεων και marketing για να αυξήσουν το engagement και να διαχειριστούν το πρόγραμμα πιστότητας. Παράλληλα δίνουμε την δυνατότητα στους πελάτες μας που δεν θέλουν να εμπλακούν απευθείας τα δικά τους τμήματα, αλλά να αναλάβει την διαχείρισή του προγράμματος το τμήμα outsourcing της εταιρείας μας. Το πρώτο βήμα για ένα πετυχημένο customer engagement & loyalty είναι να γνωρίζει η εταιρεία τους πελάτες της.
- Για να γίνει αυτό, πρέπει να έχει όλες τις πληροφορίες ενοποιημένες που τον αφορούν κάτω από μια ομπρέλα. Το Pobuca Loyalty προσφέρει την βάση στην οποία μπορούν να καταχωρηθούν οι πελάτες με όλα τους τα δημογραφικά στοιχεία ενοποιημένα και είναι φυσικά, επειδή ξέρω ότι σας απασχολεί, είναι GDPR compliant. Το Pobuca Loyalty μας επιτρέπει να χτίσουμε το προφιλ πελατών, από τις αγοραστικές τους συνήθειες, την online συμπεριφορά, την ανταπόκριση σε καμπάνιες και να συνδέσει σε αυτά πληροφορίες από τα social media. Χρησιμοποιώντας όλα αυτά τα δεδομένα προβλέπουμε την αγοραστική συμπεριφορά των πελατών μας και τους επικοινωνούμε το κατάλληλο μήνυμα – την κατάλληλη στιγμή.
- Η επικοινωνία αυτή έχει στόχο να κρατήσει τους πελάτες engaged με το brand ή το κατάστημα και αυτό μπορεί να γίνει με δυο τρόπους: Push & Pull. Push σημαίνει εμείς να επικοινωνήσουμε στον πελάτη προσωποποιημένα μέσω email, SMS, αλλά και με νέα κανάλια σαν το viber με content που γνωρίζουμε ότι τον ενδιαφέρει λόγω του προφιλ που έχουμε χτίσει. Pull σημαίνει ο πελάτης να επικοινωνήσει μαζί μας, και το Pobuca loyalty αυτοματοποιεί και το customer service, είτε με παραδοσιακούς τρόπους, πχ οργάνωση τηλεφωνικού κέντρου, είτε με νέες τεχνολογίες, όπως τα bots που προβλέπεται να κυριαρχήσουν τα επόμενα χρόνια. όλη αυτή την push & pull πληροφορία την καταγραφουμε στο προφιλ του κάθε πελάτη για να την αξιοποιήσουμε σε μελλοντική επικοινωνία.
- Εξηγήσαμε από την αρχή το όφελος που έχουν οι εταιρείες όταν έχουν πιστούς πελάτες. Με ένα loyalty πρόγραμμα, μέρος της κερδοφορίας οι εταιρείες το επιστρέφουν πίσω στους πελάτες για να τους δίνουν έξτρα κίνητρα να παραμείνουν στην εταιρεία. Όμως, σε ένα πετυχημένο loyalty πρόγραμμα, δεν αρκεί να επιβραβεύουμε τους πελάτες μόνο για τις αγορές που κάνουν, αλλά και για marketing actions επίσης δείχνουν με έμμεσο τρόπο την πιστότητά τους, παράδειγμα, με το να προτείνουν το brand σε φίλους τους. Το Pobuca Loyalty δίνει την δυνατότητα όλο αυτό το κύκλωμα να το διαχειριστούμε end-to-end και να ανταμείψουμε τους πελάτες τον αποδοτικότερο τρόπο, όπως κουπόνια, εκπτώσεις και δώρα.
- Παλιότερα, οι καταναλωτές μπορούσαν να έρθουν σε επαφή με την εταιρεία και να πληροφορηθούν για όλα αυτά είτε από το κατάστημα είτε από το τηλέφωνο. Πλέον μπορούν να έρθει σε επαφή μαζί μας μέσω webistes, mobile apps και chatbots. Μέσα από αυτά τα κανάλια μπορούν να διαχειριστούν το προφιλ τους, να δουν προσωποποιημένες προσφορές και κουπόνια, να μάθουν πόσους πόντους έχουν και το ιστορικό συναλλαγών τους, να λάβουν notifications ακόμα και βάσει της τοποθεσίας τους ή να μιλήσουν 24 ώρες το 24ωρο με έναν virtual agent για να λάβουν απαντήσεις σε ερωτήματα. Ας δούμε λοιπόν ένα βίντεο για το πώς όλο αυτό το κύκλωμα υλοποιείται μέσα από το Pobuca Loyalty
- Technology Enablers Marera can be expanded with state-of-the-art technological features Wallets customers can save a digital copy of their coupons to their preferred application Using Digital signage apps they can digitally interact with the brand in-store Gamification & Augmented Reality applications provide the wow-moment and attract young audiences. Microsoft Teams (internal chat)
- Market research & Brand reputation Using surveys Pollfish Social engagement
- Our software, is a CRM suite, in the same way as Microsoft Office is a productivity suite with Word, Excel and Outlook. Pobuca Suite integrates with Microsoft Dynamics to cover generic CRM needs.
- Technology Enablers Marera can be expanded with state-of-the-art technological features Wallets customers can save a digital copy of their coupons to their preferred application Using Digital signage apps they can digitally interact with the brand in-store Gamification & Augmented Reality applications provide the wow-moment and attract young audiences. Microsoft Teams (internal chat)
- Customer Profiling Using built-in survey tools, marketing professionals can get in touch with their customers and track their responses, in order to enhance their knowledge for each member. With Website analytics they can complete the customer 360-view with detailed information on website and page visits. New: Marera offers customer profiling solutions via various channels: It provides a website analytics mechanism that can track website activity and match to the customer profile found in Marera database. Website sessions are no longer anonymous, but they can be attributed to specific customers to build their profile, according to their preferences. Via the survey builder of marera, marketers can built surveys of various complexity that can be branded and embedded in marketing campaigns or in websites. The customer responses and website analytics are collected under each customer profile and they can be used to design better content for the correct audience
- Η επικοινωνία αυτή έχει στόχο να κρατήσει τους πελάτες engaged με το brand ή το κατάστημα και αυτό μπορεί να γίνει με δυο τρόπους: Push & Pull. Push σημαίνει εμείς να επικοινωνήσουμε στον πελάτη προσωποποιημένα μέσω email, SMS, αλλά και με νέα κανάλια σαν το viber με content που γνωρίζουμε ότι τον ενδιαφέρει λόγω του προφιλ που έχουμε χτίσει. Pull σημαίνει ο πελάτης να επικοινωνήσει μαζί μας, και το Pobuca loyalty αυτοματοποιεί και το customer service, είτε με παραδοσιακούς τρόπους, πχ οργάνωση τηλεφωνικού κέντρου, είτε με νέες τεχνολογίες, όπως τα bots που προβλέπεται να κυριαρχήσουν τα επόμενα χρόνια. όλη αυτή την push & pull πληροφορία την καταγραφουμε στο προφιλ του κάθε πελάτη για να την αξιοποιήσουμε σε μελλοντική επικοινωνία.
- Marera is the leading loyalty platform in Greece with more than 70 projects and 5 million active loyalty members. Until now we focused mainly to enterprise customers in emea region but with the new “Marera in a box” we will target smes with a cloud business model in Greece, Cyprus, uk, Romania and south Africa.
- Ποιο είναι όμως το μέλλον; Θα σας δώσω ένα παράδειγμα για να καταλάβετε το όραμά μας: έστω ότι είμαστε μια καφετέρια και θέλουμε να δώσουμε 1+1 δώρο μπύρες για το Mundial που παίζεται τώρα. Τι θα ήταν πιο εύκολο για τον ιδιοκτήτη της καφετέριας; Να Μιλήσει με τα consulting services για το πώς θα σχεδιάσει την καμπάνια και να μπει σε στην πλατφόρμα να την υλοποιήσει και να αντλήσει εκ των υστέρων το report ή να πει σε φυσική γλώσσα ότι θέλει να κάνει αυτήν προσφορά και ο virtual assistant να την σχεδιάσει και να την δώσει για έγκριση; Δείτε πώς θα γίνεται αυτό: Σε λίγο καιρό θα μπορείτε να συνομιλείτε με έναν virtual assistant, το PobucaBot σε φυσική γλώσσα και εκείνο θα σας ακούει και σας κάνει προτάσεις για την εκτέλεση της καμπάνιας. Αφού του δώσετε την έγκρισή σας, θα εκτελεί την καμπάνια και θα σας ενημερώνει για τα αποτελέσματα που είχε, επίσης σε φυσική γλώσσα, σαν να ήταν ο βοηθός σας. Αυτήν την στιγμή που μιλάμε η ομάδα AI της εταιρείας ετοιμάζει την πρώτη version του virtual assistant που ώστε να είναι διαθέσιμη μέσα στο έτος.
- Customer Profiling Using built-in survey tools, marketing professionals can get in touch with their customers and track their responses, in order to enhance their knowledge for each member. With Website analytics they can complete the customer 360-view with detailed information on website and page visits. New: Marera offers customer profiling solutions via various channels: It provides a website analytics mechanism that can track website activity and match to the customer profile found in Marera database. Website sessions are no longer anonymous, but they can be attributed to specific customers to build their profile, according to their preferences. Via the survey builder of marera, marketers can built surveys of various complexity that can be branded and embedded in marketing campaigns or in websites. The customer responses and website analytics are collected under each customer profile and they can be used to design better content for the correct audience
- Technology Enablers Marera can be expanded with state-of-the-art technological features Wallets customers can save a digital copy of their coupons to their preferred application Using Digital signage apps they can digitally interact with the brand in-store Gamification & Augmented Reality applications provide the wow-moment and attract young audiences. Microsoft Teams (internal chat)
- Lead Scoring This accumulated information from campaigns, loyalty and customer profiling can be utilized by advanced analytic algorithms and techniques in order to score and profile customers. Marketers can create Scenarios and set criteria that will allow advanced Machine learning Algorithms to Segment the database according to customer behavior and communicate with each segment with the correct content
- Customer Service With Marera marketing & customer service are not isolated silos within the company. Customer feedback can be tracked for each profile and managed by the customer support team. Marera supports case management and resolution workflows so the history of each case is maintained within the platform. This information can then be used as input to marketing campaigns and customer segmentation.
- Insights Marera consolidates the results of the marketing & loyalty strategy under a single view, using powerful reporting. Companies can gain insights on campaign execution statistics and how such actions affect sales performance. They can review the progress of the loyalty program by monitoring sales and reward transactions using monthly KPIs. They can then utilize all these insights to tune future actions and achieve their goals.
- Who uses Marera Marera users are marketing & sales professionals. They can administer the customer database, communicate engagement campaigns, build surveys, manage the loyalty scheme and rewards and track ROMI. Marera automates all these tasks according to your needs and provides valuable insights.
- Digital Coupons They can also create digital coupons that can be embedded in campaigns and communicated to customers. The digital coupons can be customer specific or generic. They can be customized to allow different types of discounts New: With Marera companies can transition from paper to digital by incorporating digital coupons to their loyalty scheme. These coupons can be configured be either generic or personalized and can support various types of discounts. They can be embedded in digital campaigns (email, SMS, Viber) in the form of a unique code that can be redeemed online or they can be transformed to scanable barcodes in-store. They can be found in the accompanying member management tools and are downloadable in Apple-wallet format.
- Marera mobile-app includes all member-management functionalities such as registration, profile & subscription management, as well as additional personalized information. Customers can view their loyalty points history, manage their personal coupons, navigate to the nearest store and received push notifications that can be based on their location. Marera offers a portal that can serve as an end-point for customers & loyalty members. Via this portal members can manage their profile and their subscriptions, view information about their loyalty points and recent history, view and print their personalized coupons and redeem points by claiming gifts or other rewards
- Marera mobile-app includes all member-management functionalities such as registration, profile & subscription management, as well as additional personalized information. Customers can view their loyalty points history, manage their personal coupons, navigate to the nearest store and received push notifications that can be based on their location.
- Marera Chatbot provides another way of interacting with customers in an engaging and fun way. It can be embedded in websites, mobile apps, facebook messenger and viber. Customers can ask the bot to provide information about their loyalty points, digital coupons and profile information. It can help them find the nearest store and navigate to it, provide news and personalized offers, answer simple questions and escalate difficult ones to human agents.
- Market research & Brand reputation Using surveys Pollfish Social engagement