We surveyed more than 250 retailers for the annual retention marketing survey we've shared the results in this Webinar! Steve Dumas, Retail Segment Solutions Director for IBM Marketing Cloud, and Gautham Pandiyan, Director of Strategic Alliances for Windsor Circle, walk through the results, key trends from the survey, and recommendations for taking your marketing to the next level.

1. RETAIL RETENTION MARKETING TRENDS
An Overview of the 2016 Internet Retailer
“Retention Marketing Report”
+

2. Today’s Speakers
Steve Dumas
IBM Marketing Cloud
Gautham Pandiyan
Windsor Circle

3. Today’s Agenda
• The Importance of Retention in Retail
• The 2016 Internet Retailer Retention Marketing
Report Findings
• Insights, takeaways & surprises
• 5 Tips for Customer Retention
• Real life case study, Q&A

4. Retail: A Highly Competitive Market!

5. Why Retention Matters
This 8%... Represents 41% of revenue
Source: Adobe Loyal Shoppers Report
1st Time Buyers: $25.50
2nd Time Buyers: $ 52.50
By The Numbers:
1st Time Buyers: $25.50
2nd Time Buyers: $ 52.50

6. Acquisition Grows Increasingly Expensive

7. The Profitability of Retention Revenues

8. POLL 1
What percentage of your Marketing Budget is focused on Retention and existing
customers?
• 0-10%
• 10-25%
• 25-50%
• 50+ %

9. Introducing…

10. The Respondents..

11. Progress, but Room to Grow…

12. More Focus on Retention

13. 0%
10%
20%
30%
40%
50%
60%
70%
80%
% of Retailers Budgeting over 30% by Industry

15. Email Resources Focused on Retention

16. Social Media Resources Focused on Retention

17. Replenishment: The Perfect Retention Use-Case

18. Predictive Product Replenishment

19. Retail marketers face a number of challenges today:
 Getting the right 'data' to be truly data-driven
marketers
 Knowing what to do with that data
 Spending the time & analysis to truly understand
their customers
 Finding time to setup the many different hyper-
personalized campaigns they know they should….
A Retailer’s Checklist

20. The State of Email-eCommerce Integration

21. POLL 2
What channels are you most active in to drive retention?
• Email
• Social Media
• Web (SEO/PPC/Display)
• Mobile (SMS/Push)
• Other

22. 1. Turn Observations into Actions
2. Understand Your Customers
Personas
3. Promote Loyalty
4. Educate Your Customers
5. Increase Brand Affinity with Data
Science
5 Tips for Customer Retention

23. Understand your historical order, customer, and product data
Turn Observations Into Actions

24. Use your data to send personalized communications based on your
unique customers
Understand Your Customers Personas

25. • Demonstrate your unique value proposition
and what makes you different than your
competitors
• Offer incentives/discounts that reward loyalty
• Show your appreciation
Promote Brand Loyalty

26. Create a unique experience that shows customers you
care about their satisfaction with their purchase
Educate Your Customers

27. Offer a concierge-level of service that makes your
customers fall in love with you
• Replenishment reminders
• Relevant product recommendations
• Timely promotions based on buying cadence
Increase Brand Affinity with
Data Science

28. POLL 3
Would you like help improving your Retention Rates & drive more revenue
from your existing customer database?
• Yes, please contact me to setup a call
• Yes, I’d like to schedule a “Retention Health Check” consultation
• Perhaps, please send me more info & follow-up
• No thanks, I’ve maximized my revenue potential with my database

29. Resources & Questions
Retention Marketing Report 2016 Email Benchmark Study
WindsorCircle.com/Retention
partners@windsorcircle.com sbdumas@us.ibm.com

30. • Schedule a “Retention Health Check” at Shop.org:
– Windsor Circle: Booth #5074
– IBM Marketing Cloud: #5001, #9048
• Contact us for a consultation from your desk!
– partners@windsorcircle.com
– sbdumas@us.ibm.com
Next Steps to Retention Nirvana!