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1© 2017 Loyalty Management Systems
mReward Loyalty Platform description based on case of
Retail Chain in Ukraine
Case: Ret...
2© 2017 Loyalty Management Systems
LAUNCHING LOYALTY PROGRAM IN RETAIL
LOYALTY PROGRAM GOALS:
• To identify client when sh...
3© 2017 Loyalty Management Systems
ORGANIZING LOYALTY PROGRAM
DISCOUNT LOYALTY PROGRAM BONUS LOYALTY PROGRAM
Instant money...
4© 2017 Loyalty Management Systems
WE OFFER: LOYALTY PLATFORM
PROCESSING MANAGING LOYALTY PARTICIPANTS TOOLS OPEN SOURCE A...
5© 2017 Loyalty Management Systems
OMNI CHANNEL
OMNI CHANNEL INTERACTION WITH CLIENTS
POS software
ACCOUNTING SYSTEM
WEB S...
6© 2017 Loyalty Management Systems
TOOLS
Generate as many card numbers
and promo-codes as you need;
Loyalty bonus program ...
7© 2017 Loyalty Management Systems
MOBILE APPLICATION
Flexible reward terms – change your clients attitude
• Registration ...
8© 2017 Loyalty Management Systems
HOW DOES IT WORK?
Client receives card or downloads app
HOW DOES IT WORK FOR CLIENT?
Ac...
9© 2017 Loyalty Management Systems
• Participant’s E-wallet or bonus account;
• Transaction history, filters;
• Rewards fr...
10© 2017 Loyalty Management Systems
Register via:
REGISTRATION VIA SOCIAL NETWORK
SIMPLE REGISTRATION ON WEBSITE OR MOBILE...
11© 2017 Loyalty Management Systems
PROMO-CODES MODULE
PROMO-CODES MODULE
Create offers with promo-codes;
Set up automatic...
12© 2017 Loyalty Management Systems
ADDITIONAL SERVICES
LOYALTY BUTTON IN SELF-SERVICE TERMINAL
Terminal functionality:
• ...
13© 2017 Loyalty Management Systems
CLOUD U-CRM – KNOW YOUR CUSTOMERS
TOOLS TO MANAGE YOUR PROGRAM
CLOUD SYSTEM
Partner ch...
14© 2017 Loyalty Management Systems
PARTNERS |POINTS OF SALE
MANAGING LOYALTY PROGRAM PROFILE
logo
• Create loyalty progra...
15© 2017 Loyalty Management Systems
• Fixed percent;
• Different statuses: standard, silver, gold;
• Reward for check amou...
16© 2017 Loyalty Management Systems
• Segment your customer base;
• Export in various formats;
• Explore individual profil...
17© 2017 Loyalty Management Systems
MANAGING DATA
PERSONAL DATA:
-geography;
-age;
-gender;
-Marital status;
-kids;
-auto
...
18© 2017 Loyalty Management Systems
• Pick type of cards;
• Generate cards;
• Cards anti-fraud statistics.
PARTICIPANTS
PA...
19© 2017 Loyalty Management Systems
• Detailed info about every check;
• Complete history of purchases;
• RFM mark of cust...
20© 2017 Loyalty Management Systems
• Manage marketing campaigns, you can run several parallel
campaigns;
• Apply differen...
21© 2017 Loyalty Management Systems
MARKETING
ONE TIME OFFERS
offer offer offer
offer offer offer
offer
• Pick a group of ...
22© 2017 Loyalty Management Systems
MARKETING
ONE TIME PRODUCT OFFER
• Configure bonus reward for specific products or cat...
23© 2017 Loyalty Management Systems
MARKETING
OFFERS REPORT
Create one time offers with time limit for all customers or se...
24© 2017 Loyalty Management Systems
MARKETING
EVENTS CALENDAR
Calendar allows to visualize all events and effectively plan...
25© 2017 Loyalty Management Systems
• Send notifications on partner’s demand;
• Targeted e-mail notifications;
• Automatic...
26© 2017 Loyalty Management Systems
• Event binding;
• Work with customer groups;
• Send depending on personal data;
• Sen...
27© 2017 Loyalty Management Systems
• Track sales volume (hours, days, weeks, months);
• Track bonus issue;
• Customers de...
28© 2017 Loyalty Management Systems
• RFM metrics:
• Recency,
• Frequency,
• Monetary;
• Group clients by RFM metrics;
• N...
29© 2017 Loyalty Management Systems
• Analyze sales;
• View groups;
• Work with groups;
• Make reports.
ANALYTICS
CLASTER ...
30© 2017 Loyalty Management Systems
• Analyze and compare products demand;
• Form groups of products for analysis;
• Filte...
31© 2017 Loyalty Management Systems
• Classify products by Pareto law
20 % of goods make 80 % profit;
• Pick your own perc...
32© 2017 Loyalty Management Systems
REPORTS
DIFERENT REPORT TYPES
Create behavior groups and have reports on them Segment ...
33© 2017 Loyalty Management Systems
Contacts
Wallet Factory
www.walletfactory.pro
www.wreward.pro
www.m-reward.com
e-mail:...
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LOYALTY PROGRAM FOR RETAIL CHAIN: from discounts to bonuses

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Publié le

Discount vs. Bonuses.
Key goals for Loyalty Program.
To identify client when shopping in store or online, registering on website.;
Collect and analyze customer data – purchases, orders, support requests, participation in special offers;
Segment customers depending on their consumer behavior;
Stay in real time with your client. Communicate directly;
Reward your clients depending on their consumer behavior;
Participate in surveys after purchase.

Publié dans : Commerce de détail

LOYALTY PROGRAM FOR RETAIL CHAIN: from discounts to bonuses

  1. 1. 1© 2017 Loyalty Management Systems mReward Loyalty Platform description based on case of Retail Chain in Ukraine Case: Retail Chain which is running in 75 stores in Kyiv and Kyiv region (Ukraine). 50 more stores will be opened by the end of 2017. LOYALTY PROGRAM FOR RETAIL CHAIN: from discounts to bonuses
  2. 2. 2© 2017 Loyalty Management Systems LAUNCHING LOYALTY PROGRAM IN RETAIL LOYALTY PROGRAM GOALS: • To identify client when shopping in store or online, registering on website.; • Collect and analyze customer data – purchases, orders, support requests, participation in special offers; • Segment customers depending on their consumer behavior; • Stay in real time with your client. Communicate directly; • Reward your clients depending on their consumer behavior; • Participate in surveys after purchase. Your client forgot his card. Does he become invisible? Every retailer faces this problem. EXPECTATIONS: • Make a good offer for visiting your chain; • Increase purchase frequency; • Increase average check; • Keep your customers; • Increase your customer base. INCREASING INCOME FROM CUSTOMERS INCREASING INCOME FROM MANUFACTURERS AND DISTRIBUTORS INCREASING INCOME FROM CROSS-BRAND MARKETING CAMPAIGNS EXPECTATIONS AND GOALS
  3. 3. 3© 2017 Loyalty Management Systems ORGANIZING LOYALTY PROGRAM DISCOUNT LOYALTY PROGRAM BONUS LOYALTY PROGRAM Instant money save, most beneficial for customer Customer does not involve emotionally, does not have any attitude to brand Minimum repeat purchases Emotionally involved Most expensive to run (loss from a direct discount) Doesn’t influence purchase frequency No tools to manage customer behavior Simple to start Bonuses motivate for repeat purchases Increase average check, frequency of purchases Most manageable program Effective model to use in retail chains Expenses to launch and run Loyal to brand, eager to purchase more, looks forward to participating in special offers and campaigns that contain rewards Personalized offers based on purchase history WE CAN CALCULATE YOUR ANNUAL SAVINGS and WHEN SWITCHING FROM DISCOUNT PROGRAM TO BONUS. VERSUS
  4. 4. 4© 2017 Loyalty Management Systems WE OFFER: LOYALTY PLATFORM PROCESSING MANAGING LOYALTY PARTICIPANTS TOOLS OPEN SOURCE API CRM Panel for merchant or sales point Support panel Omni USER ID + Mobile app POS integration Accounting system integration Web integration Mobile app integration Self-service terminal Single ID – phone number. All other data is linked to it. Mobile app that allows interaction with client. Registration, balance, promo-codes, purchase history, gift certificates. Identify clients in stores to reward them. Our modules allows flexible management of your program. Collect and analyze your customers data. Run campaigns and special offers. Reward clients for participation. Communicate and get instant feedback. Bonus processing developed on payment system processing guaranties safe and fast transaction running. E-money processing, allows using innovative functionality – real money CashBack. LOYALTY PLATFORM CONSISTS OF COMPONENTS Keys for user id: Any type cards
  5. 5. 5© 2017 Loyalty Management Systems OMNI CHANNEL OMNI CHANNEL INTERACTION WITH CLIENTS POS software ACCOUNTING SYSTEM WEB STORE MOBILE APPLICATION Loyalty platform is a single entry point for collecting and processing data from various sources : • Maximum simplicity to participate in loyalty program for customers • Personal approach to every customer – you are going to recognize him wherever he may do his purchases • Single up to date database • Create Omni channel marketing campaign and offers Single-channelSingle-channel Multichannel Omni Channel
  6. 6. 6© 2017 Loyalty Management Systems TOOLS Generate as many card numbers and promo-codes as you need; Loyalty bonus program ID; Identify which other campaigns and offers customer participates in; Our platform can work with any cards, applications and services Customer uses his phone and card number to register in program. Card number is only used to access to bonus wallet. CUSTOMER ID IS HIS PHONE NUMBER – THE ONE THAT IS ALWAYS WITH HIM Plastic cards with QR/BARCODE Mobile application Plastic card with QR/BARCODE .01 Flexible tools to reward with bonuses: - stackable – after issuing; - functional – after activation. Using bonuses to pay for goods in retail or web stores; Website with purchase history in users account. .02 .03 .04 .05 or .06
  7. 7. 7© 2017 Loyalty Management Systems MOBILE APPLICATION Flexible reward terms – change your clients attitude • Registration in loyalty program • Filling in personal profile • Bonus account and purchase history • ID to show in store • List of offers and campaigns • Promo-codes, coupons that are activated via app • QR scanner for HORECA segment • List of partners participating in loyalty program • Online help in Telegram chat • Mobile Gift certificates • Bind any bank card to your wallet • P2P transfers to bank card or phone number • Wallet with eMoney • Pay for goods and services just in two clicks • Pay by scanning QR-code on check or on package • Fast application for consumer credit • Online insurance Classical loyalty functionality: U-APP: - is included in monthly fee Additional financial services
  8. 8. 8© 2017 Loyalty Management Systems HOW DOES IT WORK? Client receives card or downloads app HOW DOES IT WORK FOR CLIENT? Activates it and gets welcome-bonus: • Fills in paper form; • Fills form on a website; • Fills form in self-service terminal IBox; • Registers in mobile app. Instantly receives bonus. Can use bonuses to pay for goods. Receives personalized offers. Gets bonus from purchase while his card still inactive Scans code
  9. 9. 9© 2017 Loyalty Management Systems • Participant’s E-wallet or bonus account; • Transaction history, filters; • Rewards from purchases in retail or online; • Reward history; • Expenses chart; • Personal notifications; • Coupons or codes activation. CUSTOMER’S PERSONAL ACCOUNT REGISTRATION, ACTIVATION AND PURCHASE PLANING OMNI CHANNEL Clients may register on website to participate in program
  10. 10. 10© 2017 Loyalty Management Systems Register via: REGISTRATION VIA SOCIAL NETWORK SIMPLE REGISTRATION ON WEBSITE OR MOBILE APP – QUICK DATA COLLECT Collect personal data from social networks: Name Gender Birthday Marital status Email Segment clients in U-CRM by registration channel: Paper form Website Mobile app. iOS or Android Social networks: •FB •Google •VK Monitor your brand, reply to customers from social networks: Manage your Twitter from CRM. Know who talks about your company, goods or industry. Use keywords for social intelligence.
  11. 11. 11© 2017 Loyalty Management Systems PROMO-CODES MODULE PROMO-CODES MODULE Create offers with promo-codes; Set up automatic delivery triggered by customer action: -Additional fixed bonus for purchase; -x2 or х3 bonus multiplication on next purchase; -Bonus for review; Create rewards from manufacturer. Client unpacks product, scans code inside and gets reward for this good.. Print out on check Or generate in mobile app
  12. 12. 12© 2017 Loyalty Management Systems ADDITIONAL SERVICES LOYALTY BUTTON IN SELF-SERVICE TERMINAL Terminal functionality: • Registration in loyalty program; • Signing up and browsing purchase history • Using bonuses to top up your mobile account, pay for utilities and other services; • P2P bonus transfers; • Browsing offers and campaigns! Ready to use, just turn it on
  13. 13. 13© 2017 Loyalty Management Systems CLOUD U-CRM – KNOW YOUR CUSTOMERS TOOLS TO MANAGE YOUR PROGRAM CLOUD SYSTEM Partner chain in retail or services - Make account for every partner in CRM: manage profile of each point of sale, history, purchase history, loyalty program settings: reward amount, rules of rewarding, client statuses; Customers, participants - Collect and process customer data, create groups based on personal info, demographic, transactional or service attributes; Marketing tool - create marketing campaigns, temporary offers in POS software, mobile app, website, use mailing tools to notify your clients. Flexible settings – additional reward for action: purchase, time of purchase, purchase of certain product, activity in mobile app or on website; Mailing tool - e-mail, SMS or PUSH notification in participant’s personal account; Analytics - analyze all transactions, purchases with or without check, bonus rewards, personal or demographic customer data, RFM-analysis, cluster and ABC analysis; Settings and management - API settings, email template management, operations logs. Integration with third party services: app download metrics. Solution for any business type
  14. 14. 14© 2017 Loyalty Management Systems PARTNERS |POINTS OF SALE MANAGING LOYALTY PROGRAM PROFILE logo • Create loyalty program profile; • Create points of sale and partners; • Create unique merchants’ bonus accounts; • Browsing issued bonuses • Browsing reports of campaigns and rewards; • settings: partner’s info, partner’s points of sale, points’ of sale contacts, API settings Permanent rewards setting
  15. 15. 15© 2017 Loyalty Management Systems • Fixed percent; • Different statuses: standard, silver, gold; • Reward for check amount; • Reward for number of positions in check; • Reward for certain positions in check; • Increasing bonus for purchase activity; • Anti-fraud rules. PARTNERS |POINTS OF SALE PERMANENT REWARD SETTINGS Manage your points of sale in real time. Actual info of your reward wallet. Manage amount of reward for every point of sale. Individual API. logo CONDITIONS MAY DIFFER
  16. 16. 16© 2017 Loyalty Management Systems • Segment your customer base; • Export in various formats; • Explore individual profiles; • Make groups by common features. PARTICIPANTS PARTICIPANTS | PERSONAL DATA Segment your clients by groups. Chose parameters to make personalized offers.
  17. 17. 17© 2017 Loyalty Management Systems MANAGING DATA PERSONAL DATA: -geography; -age; -gender; -Marital status; -kids; -auto • Reports on every group; • Analysis by criteria. TRANSACTIONAL DATA: -By period; -On weekends; -On weekdays; -Purchases in current month; -No purchases in current month. SEGMENT BY MOBILE PLATFORM -iOS; -Android; -other PARTICIPANTS | GROUPS TERMS MAY DIFFER SEGMENT BY EVENTS -birthdays in current month; -birthdays in current week; -birthdays next week;
  18. 18. 18© 2017 Loyalty Management Systems • Pick type of cards; • Generate cards; • Cards anti-fraud statistics. PARTICIPANTS PARTICIPANTS | MANAGING CARDS Tool to work with participants’ cards. Current info about cards and bonus amounts.
  19. 19. 19© 2017 Loyalty Management Systems • Detailed info about every check; • Complete history of purchases; • RFM mark of customer; • Personal data; • Turns to customer support; • Social accounts. PARTICIPANTS PARTICIPANT’S PROFILE Participant's account contains detailed picture of you customer. Personal data, transactions history, amount of bonuses, RFM activity.
  20. 20. 20© 2017 Loyalty Management Systems • Manage marketing campaigns, you can run several parallel campaigns; • Apply different rules to different customer groups in one campaign; • Campaigns where you need them: POS software, mobile app, website; • Reward settings for customer activity on website; • Keep customers informed using mailing tools; • Additional rewards for actions: purchases of certain goods and on certain amount, activity in mobile app and on a website. MARKETING MARKETING CAMPAIGNS Campaigns may be used for informing customers on website, emails or SMS/PUSH, or for rewarding depending on their purchase activity. offer offer offer offer offer offer offer
  21. 21. 21© 2017 Loyalty Management Systems MARKETING ONE TIME OFFERS offer offer offer offer offer offer offer • Pick a group of customers • Fill in information for publication: • website; • Mobile app; • newspaper; • banners. • Create marketing action and reward for them: • voting; • subscription; • review. • Create customer reward: • Number of positions in check; • Check amount; • Certain positions in check; Create one time offers with time limit for all customers or selected groups. Launch personalized bonus rewards.
  22. 22. 22© 2017 Loyalty Management Systems MARKETING ONE TIME PRODUCT OFFER • Configure bonus reward for specific products or categories; • Use configurations in one time offers; • Limit offer by days or hours (hot hours) • Reward terms: • Product value is greater then X; • Number of products in check is greater then X; • On every X position; Create one time offers with time limit for all customers or selected groups. Launch personalized bonus rewards.
  23. 23. 23© 2017 Loyalty Management Systems MARKETING OFFERS REPORT Create one time offers with time limit for all customers or selected groups. Launch personalized bonus rewards. • Statistics and offer metrics; • Filters: by day, point of sale and other; • Use parameters: coverage, purchases, bonus issues; • Growing result, comparison in graph; • Reports export to excel.
  24. 24. 24© 2017 Loyalty Management Systems MARKETING EVENTS CALENDAR Calendar allows to visualize all events and effectively plan your campaigns. • Visualization of all events and offers; • Filter by period; • Filter by name of event;
  25. 25. 25© 2017 Loyalty Management Systems • Send notifications on partner’s demand; • Targeted e-mail notifications; • Automatic mailing (birthday, New Year) • Notifications to certain groups; • Managing mailing templates; • Providing reports; MARKETING MARKETING: EMAIL CAMPAINS offer Create notification to certain customer groups, attach special offers, decide when to send. Get reports about notifications delivery.
  26. 26. 26© 2017 Loyalty Management Systems • Event binding; • Work with customer groups; • Send depending on personal data; • Send depending on purchase activity. MARKETING MARKETING: SMS / PUSH notifications Notify your clients with SMS / PUSH about new offers, goods and campaigns.
  27. 27. 27© 2017 Loyalty Management Systems • Track sales volume (hours, days, weeks, months); • Track bonus issue; • Customers demographic data - gender, age, geography; • Number of participants, involvement; • Full reports. ANALYTICS REPORTS REPORT EXPORT
  28. 28. 28© 2017 Loyalty Management Systems • RFM metrics: • Recency, • Frequency, • Monetary; • Group clients by RFM metrics; • Novices • Perspective clients • Unperceptive clients • … • Save groups. ANALYTICS RFM ANALYSIS RFM analysis – strong marketing tool, allows to have a clear picture of all customers and use it to create specific offers and campaigns. REPORT EXPORT
  29. 29. 29© 2017 Loyalty Management Systems • Analyze sales; • View groups; • Work with groups; • Make reports. ANALYTICS CLASTER ANALYSIS Transaction data and participants personal info. Real time transaction analysis. Creating customer groups for specific offers and campaigns. REPORT EXPORT
  30. 30. 30© 2017 Loyalty Management Systems • Analyze and compare products demand; • Form groups of products for analysis; • Filter products; • Quantity From - To • Number of checks From • Average number of checks per person From - To • Average check sum • Pick the period to analyze PRODUCT ANALYSIS PRODUCT ANALYSIS Product analysis allows to have a clear picture of demand on certain product in a certain store in a certain time. It allows to compare goods’ demand. REPORT EXPORT
  31. 31. 31© 2017 Loyalty Management Systems • Classify products by Pareto law 20 % of goods make 80 % profit; • Pick your own percentage; • Pick period to analyze; • Filter by trade points; • options: • Sales volume of specific good; • % from total volume of sales; • category (А, В, С) ABC ANALYSIS ABC analysis ABC analysis allows to monitor which products are in bigger demand, to effectively manage your sails, product residues and supplies. EXPORT REPORTS
  32. 32. 32© 2017 Loyalty Management Systems REPORTS DIFERENT REPORT TYPES Create behavior groups and have reports on them Segment groups by personal info REPORT EXPORT
  33. 33. 33© 2017 Loyalty Management Systems Contacts Wallet Factory www.walletfactory.pro www.wreward.pro www.m-reward.com e-mail: welcome@mreward.pro Addresses: ü Poland, Office 27, 2A Rydygiera St., Wroclaw, 53-029 ü Ukraine, 4 Andrey Sheptytsky St, 10th floor, Kyiv ü United Kingdom, Office 11, 43 Bedford street, London, England, WC2E 9HA ü China, Wuxing Road, No. 277, Suite 1513, Shanghai 200030 Phones: PL +48-73500-7500 UA +38-067-621-57-13 UK +44-2081-444-801 USA +1-415-830-3669 CN +86-183-2120-3019

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