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Learn why loyal customers are more profitable, how customer referral through social media helps you to effectively attract new ones and the keys to success for a social referral platform.
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SWINGGROUPBoosting Results
‘Effective customer referral through social
media marketing’- 2014 -
WHY WOULD ANYONE RECOMMEND YOUR BRAND TO ANOTHER?
Why would anyone recommend your brand to another?
FOUR TYPES OF LOYAL CUSTOMERS
Why would anyone recommend your brand to another?
SALES FUNNEL OF A (NEW) CUSTOMER
Why would anyone recommend your brand to another?
CUSTOMER TO LOYAL CUSTOMER?
Why would anyone recommend your brand to another?
THE LOYALTY LOOP
Why would anyone recommend your brand to another?
THE FAN LOOP
Why would anyone recommend your brand to another?
WHY LOYAL CUSTOMERS ARE MORE PROFITABLE
Why would anyone recommend your brand to another?
HIGHER CUSTOMER LOYALTY HELPS YOU ACHIEVE YOUR COMPANY GOALS• Deliver superior customer value• Increase revenue and market share• Higher contribution margins• Increase customer share of wallet• Better company or brand image• Attract and retain the best employees
EFFECTIVENESS OF SOCIAL MEDIA AND OTHER MARKETING CHANNELS
Effectiveness of social media and other marketing channels
THE EVER EVOLVING WEB – THE POWER OF NETWORKS
Effectiveness of social media and other marketing channels
SOCIAL WEB USAGE
Effectiveness of social media and other marketing channels
METCALFE’S LAW
• The greater the number of users in a network the greater the value of that network
• The greater its power of attraction for potential new users
• It is an exponential curve
Effectiveness of social media and other marketing channels
SOME SOCIAL MEDIA STATISTICS• More than half the population is under 30• 96% of Millennials have joined a social network• Facebook has more internet traffic than Google• YouTube is the second largest search engine in the world• 25% of search results for the World’s Top 20 largest brands
are links to user-generated content• 34% of bloggers post opinions about products & brands• 80% of companies use social media for recruitment• Social Media is the #1 activity on the web
Effectiveness of social media and other marketing channels
© SwingGroup 2011
Effectiveness of social media and other marketing channels
SOCIAL MEDIA MARKETING ADVANTAGES• Attract unique target groups• Lower acquiring and retention cost• More positive word of mouth• Higher customer satisfaction• Better customer knowledge• Higher brand awareness• Higher customer lifetime value
FULFILLING YOUR BRAND PROMISE
Fulfilling your brand promise
DIGITAL CUSTOMER EXPERIENCE
Fulfilling your brand promise
WHICH STORY IS CAPABLE OF MOVING THE EMOTIONS OF YOUR PUBLIC?• Brand – activation – conversation • Start with company and brand strategy• Delivering a consistent experience across all channels
and touch points is the new challenge• Helping consumers to talk constructively about your
brand• Turning loyal customers into brand ambassadors• Every person is a medium
Fulfilling your brand promise
THE VALUE OF EXPERIENCES
• The experience element in the above formula is critical
• Experience and conversations are the engine room of learning, and conversation is the first learning technology
GETTING THE CONVERSATION ON YOUR BRAND GOING
Getting the conversation on your brand going
THE NEW FRAMEWORK EXPERIENCE TOOLS• High connectivity with different social media
and platforms• Platform for creating consistent and unique
digital customer experiences• Using tailor-made incentives to boost
conversations and customer referral• Generating customer intelligence - referral value • Scalable and flexible for seizing every
opportunity instantaneously
© SwingGroup 2011
Bare Associates International | SwingBuzz l Kick-off E-mail
© SwingGroup 2011
Bare Associates International | SwingBuzz Homepage
© SwingGroup 2011
Bare Associates International | SwingBuzz ‘Refer-a-friend’ social media connection | Facebook
© SwingGroup 2011
SwingBuzz Demo Action 1 | ‘Refer-a-friend’ homepage | Survey invite
© SwingGroup 2011
SwingBuzz Demo Action 1 | ‘Refer-a-friend’ prize page | Non-campaign related prizes
© SwingGroup 2011
SwingBuzz Demo Action 1 | ‘Refer-a-friend’ social media connection | Facebook
© SwingGroup 2011
SwingBuzz Demo Action 2 | ‘Refer-a-friend’ homepage | Sample/product test invite
© SwingGroup 2011
SwingBuzz Demo Action 2 | ‘Refer-a-friend’ prize page | Campaign related gifts
© SwingGroup 2011
SwingBuzz Demo Action 2 | ‘Refer-a-friend’ social media connection | Facebook
© SwingGroup 2011
Getting the conversation on your brand going
MEASURING RETURN ON YOUR INVESTMENT• Metrics to track market impact and gather
customer insights:• Forward rate• Response rate• Click-through rate• Click-per-action rate• NPS (Net Promoter Score)
SwingBuzz – KPI Dashboard
© SwingGroup 2011
WHY WOULDN’T ANYONE RECOMMEND YOUR BRAND TO ANOTHER?
SWINGGROUPBest-of-class in incentive marketing solutions
Thank you for your attention
SwingGroup BeneluxDampoortstraat 265 b38310 BruggeBelgiumTel. +32 (0)50 50 24 61
sales@swinggroup.be
Linkedin.com/company/swinggroup be.linkedin.com/in/everaertgunther
@swinggroup - @gunar2 - @swinggift
WWW.SWINGGROUP.EU WWW.MOTISHA.COM
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