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Social loyalty presentation to loyalty lab conference 5 13-10



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Does Engagement Equal Roi
Does Engagement Equal Roi
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Social loyalty presentation to loyalty lab conference 5 13-10

  1. 1. How to build and leverage a Social Loyalty Program Matt Moog Founder & CEO [email_address] 312.447.6111
  2. 2. Central premise of this presentation <ul><li>Existing loyalty programs can be married with new social and community efforts to improve the value and success of both efforts. </li></ul><ul><li>Motivating customers to contribute specific types of content and then share it with their friends can make a “social influencer” more valuable than some of your best customers. </li></ul>
  3. 3. Forrester Research <ul><li>Marketers need engagement to create long-lasting brand relationships, but how should they try to create these — and with whom? </li></ul><ul><li>Traditionally, loyalty programs have provided transactional interactions with customers. </li></ul><ul><li>But marketers who embrace social loyalty — brand affinity built on the connection of consumers to the brand as well as to each other — can use it to move their loyalty programs from mercenary rewards to a portal for identifying, creating, and nurturing high-value customers. </li></ul>
  4. 4. Yahoo Design Pattern Library – Social Motivators
  5. 5. Viewpoints.com <ul><li>Launched in September 2007 </li></ul><ul><li>A social reviews platform with rich user profiles </li></ul><ul><ul><li>Short - promote community discovery and engagement </li></ul></ul><ul><ul><li>Medium - enhance credibility of content through reputation/context. </li></ul></ul><ul><ul><li>Long - enable social network recommendations </li></ul></ul><ul><li>Sixth largest and fastest growing user reviews site with plans to double traffic for the third year in a row. </li></ul><ul><li>100% renewal rates from blue chip advertisers </li></ul><ul><ul><li>P&G, Kraft, SC Johnson, Whirlpool, Kenmore, Nintendo, Kitchen Aid etc </li></ul></ul>
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  8. 9. Levels, Badges & Points
  9. 10. Users like to collect “special” badges as well
  10. 11. Think of engagement across your stakeholders
  11. 12. Motivating users to contribute with readership stats
  12. 13. What actions do you value?
  13. 14. The Triple Bottom Line of Social Commerce SM
  14. 15. How much is user content worth to your business? <ul><li>Customer Reviews </li></ul><ul><ul><li>Improved conversion rate from browsing to buying </li></ul></ul><ul><ul><li>Ability to attract organic search traffic </li></ul></ul><ul><ul><li>Enable social sharing to promote customer advocacy </li></ul></ul><ul><ul><li>Identify faulty products </li></ul></ul><ul><li>Ideas </li></ul><ul><ul><li>How much is a great idea worth? </li></ul></ul><ul><ul><li>Cost savings from focus groups and surveys? </li></ul></ul><ul><ul><li>The value of an empowered customer? </li></ul></ul><ul><li>Questions & Answers </li></ul><ul><ul><li>Problem identification and resolution </li></ul></ul><ul><ul><li>Crowd sourcing of customer service </li></ul></ul>
  15. 16. Matt Moog Founder & CEO 312 447 6111 [email_address] http://www.viewpoints.com/aboutme/Matt http://twitter.com/mattmoog http://www.linkedin.com/in/mattmoog http://onpoint.viewpoints.com/ www.viewpointsnetwork.com
  16. 17. Icons


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