Learn how to build customer relationships by weaving User Generated Content into your existing Lifecycle Campaigns to help retain customers, grow revenue, and acquire new ones.

1. Building Customer Relationships
With User Generated Content & Lifecycle
Marketing

2. Speakers
Joanna Alter, Managing Editor
Yotpo
Polly Flinch, Director of Marketing
Windsor Circle

3. Agenda
• Intros
• UGC explained
• Weaving UGC into lifecycle marketing
• Questions

4. Yotpo
Helps businesses collect and
leverage customer content to
increase marketing
effectiveness and drive sales at
each stage of the customer
lifecycle.

5. What you can do with Yotpo
Moderation
Syndication
Increase Sales
Improve Marketing ROI
Increase Customer
Engagement
Content GenerationSocial Marketing
/ Social Traffic
Content Display

6. Automated Marketing Powered by Predictive Data Science
We apply proprietary algorithms to your CRM data to deliver:
Predictive Customer Data
- Predicted Customer Value
- Predicted Order Date
- Predicted Customer Gender
- Predicted Send Times
- Anti-Gaming Technology
Predictive Product Data
- Predicted Product Recommendations
- Predicted Product Replenishment
- Predicted Gifting
- Boutique Locator
20%+ Lift in Revenue from Treated vs. Non-Treated Customers

7. Meet Windsor Circle
- 300+ CPG & RETAIL CLIENTS - 37M+ CONSUMERS

8. User Generated Content Explained

9. UGC Explained
User-generated content is any content relating to your brand that is
voluntarily produced by your customers.
• Verified customer reviews
• User-generated photos
• Customer Q&A
• More!

10. UGC Explained

11. Weaving UGC into your Lifecycle
Marketing Campaigns

12. Approaching Lifecycle Marketing
• Win-back Campaigns
• Cart Recovery Campaigns
• Product Replenishment
• Best Customer
• Browse Abandonment
• Subscriber Welcome Series
• First Purchase Series
• Product Education
• Segmented Promotions
Pre-Purchase Post Purchase
Retention

13. Pre-Purchase

14. Browse Abandonment
• Remind shoppers how excited they were
about your products
• Make your product recommendations
more credible

15. Subscriber Welcome Series
• From interruption
marketing to permission
marketing
• You have tons of
customers, but only one
brand voice

17. Post Purchase

18. First Purchase Series
• Thank customers for their purchase
• Ask customers for reviews and photos of
them using the product
• Refer customer questions to past buyers for
genuine answers

19. Mail After Purchase (MAP)
• Automatic and smart
• Mobile first
• Upsell opportunity with UGC

20. Mail After Purchase (MAP)
38%
average open rate
8.5%
review response rate
3x
more reviews

21. Customer Q&A
• Connect past buyers and
current shoppers to
strengthen brand community

22. Customer Q&A

23. Customer Q&A

24. Product Education
• Show how customers are using
your products
• Invite readers to submit their
own suggestions and
experiences

25. Segmented Promotions
• Collect reviews for the right products at
the right time
– Generate new content across entire
product catalogue
– Increase sales for specific products
– Improve review response rate

26. Retention

27. Win-Back Campaigns
Gamify feedback and increase customer LTV by offering rewards for reviews
43%
chance of repeat purchase after
receiving coupon for review
2.83x
more money spent over
time by repeat customers
5x
more shoppers share reviews
with coupon incentive

28. Win-Back Campaigns

29. Cart Recovery Campaigns

30. Product Replenishment
• Targeted UGC request as reminder
• Include UGC about specific product
• Feature related products

31. Best Customer
UGC Campaigns
• Strengthen brand community
• Encourage creativity
• Incentivize participation

32. UGC Campaigns

33. UGC Campaigns

34. UGC Email Marketing: A Recent Example

35. UGC Email Marketing: A Recent Example

36. UGC Email Marketing: A Recent Example

37. Questions

38. Resources
www.WindsorCircle.com/LifecycleGuidewww.yotpo.com/data-benchmark
Industry Benchmarks Lifecycle Marketing Guide