a guide to mobile loyalty - aneed4apps.com€¦ · loyalty statistics • 90% of mobile users who...
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A GUIDE TO MOBILE LOYALTY Boost Sales & Retain Customer Value
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• Loyalty programs are a great way ofadding value to customer visits andgiving them a reason to return in thefuture.
• To create loyal customers who alwaysuse your business over your competitorsyou need to acknowledge their loyaltyand reward them for their business.
INTRODUCTION
95% of US consumers appreciate customer loyalty programs
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LOYALTY STATISTICS • 90% of mobile users who
have joined mobile loyaltyprograms feel they havegained value from them
• 62% of consumers don’tbelieve that the brands theyare most loyal to are doingenough to reward them.
• 95% of people who enrolledin a mobile loyalty programsaid they were likely tocontinue using it.
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EVOLUTION OF LOYALTY • From stamps, to cards and now with
the saturation of smartphones ineveryday life, comes the emergence ofMobile Loyalty Apps.
• Smartphones have opened up anincredible opportunity to replace andlighten wallets and handbags byoffering a Loyalty Card that can beaccessed via an App.
• As mobile technology continues togrow, retailers are increasingly lookingto provide customers with a seamlessshopping experience.
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DEVELOPMENT of LOYALTY SCHEMES within RETAILERS
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In total, how many loyalty cards do you own? Results from a consumer survey by SAS, all figures are percentages. 95%
of consumers own at least one loyalty
card
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TYPES OF LOYALTY • Buy 10 get one freeThe traditional punch-card is popular with independent businesses like coffee shops, greeting card stores and beauty salons.
• Points for purchaseCustomers earn points based on how much they spend via their App, which can be applied as credit against future purchases.
• Points for checking inCustomers can earn points every time they check in to a business location and share their status via social media.
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VALUE OF LOYALTY It doesn’t matter what the consumer benefit is (be it money off, holidays, or a free coffee), the real prize here for the retailer is big data.
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LEARN FROM LARGER RETAILERS
• Companies such as Tesco andWaitrose need to attach purchasehistory to an individual, and learn asmuch as they can about that person tohelp their marketing efforts.
• Retailers use big data to turn customersinto big spenders.
• Big data enables companies to createcomprehensive customer profiles,precise product recommendations andone-click checkout.
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RISE ABOVE THE COMPETITIONFor small businesses, it can be difficult to compete with the larger brands considering that they have more resources and a higher budget for marketing.
However, a good customer-loyalty program is an easy way for small businesses to :
• Gain trust
• Show their personal side
• Hold their share in the market dominated bybig businesses.
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VALUE OF LOYAL CUSTOMERS On average, Loyal Customers will spend 10X more than regular customers
These people here are your loyal customers. They account for 20% of your customers
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Those 20% drive 80% of your total revenue…
…and 72% of total visit to your business!
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NEW vs. LOYAL CUSTOMERS
NEW CUSTOMER
• Are more price conscious
• Probability of getting a sale from newcustomers is 5-20%
• Over 50-60% of new customers don’tcome back after the first visit!
• The average conversion rate (actualsales) from promotions sent to newcustomers is less than 1%
• Less than 20 of daily dealscustomers will return and pay fullprice for items.
LOYAL CUSTOMER
• Have a greater lifetime value.
• Spend more over time and generatemore revenue.
• The probability of making anadditional sale or upselling, is60-70%
• Loyal customers like to hear fromyou. 65% want stores they visit toemail them with offers and discounts.
• A loyal customer will recommend youto others via word of mouth andsocial media.
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FIVE RULES TO LOYALTY SUCCESS
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1. OFFER REAL VALUE
Offer Small Business Benefits!
Customers are often being a sold a significantly worse deal from larger companies.
• Take Tesco for example, for every dollar spent earns the customer 1 point, 100 points is equal to $1 saved. That’s a rather sad 1% return.
• Now consider your local coffee shop who may offer a free coffee for every 9 purchased. If a coffee costs roughly $2.50, that’s a healthy return of 11%.
Which would you prefer?
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2. DEFINE YOUR MOST LOYALCUSTOMERS
• Analyse your data and learn whoyour most loyal customers are.
• These are the customers you want totarget and create the most incentivesfor.
• Rewards to encourage repeatbusiness are different to rewards youoffer to encourage new business.
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3. BE PERSONAL…
• Learn about your customersspending habits. What timethey shop, what they buy andhow frequently.
• Use this information to createpersonal offers tailored towardsyour customers preferences.
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… AND RELEVANT
• 94% of loyalty members prefer to receivecommunications from their programs.
• Yet only 53% describe the communicationsthey receive as relevant.
- Maritz Loyalty Report
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4. TIMING MATTERS• Make sure you promote your
offers at the most appropriatetimes.
• There is no point notifyingcustomers of a special offerwhen your business is closed,or of a time sensitive offer if theyaren’t nearby.
• Use scheduled PushNotifications and create GeoFences to target your customersat the right time.
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5. MAKE IT SIMPLE,YET SIGNIFICANT
• Be clear to customers on how theycan earn points and redeem points.
• The first 4 to 6 months of any loyaltyprogram launch are critical, so besure to let new members collect lotsof points as quickly as possible forexcellent traction.
• Create QR codes that App users canscan for points upon payment atcheckout.
• Enable users to earn points throughin-App payments.
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37% of retailers believe “retaining customers” will be the number-one contributor to revenue growth in the
next three years. -KPMG
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LOYALTY PROGRAMS ENCOURAGE SALES
•Nearly 60% of global consumers saidthat loyalty programs were availablewhere they shopped.
•A whopping 84% of those said theywere more likely to visit those retailers.
- Nielsen
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BY OFFERING LOYALTY RETAILERS CAN..
• Increase the number of repeat customers
• Increase the amount spent by repeat customers
• Drive sales
• Understand more about customers shopping habits
• Boost revenue
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LOYALTY PROGRAM = CUSTOMER RETENTION
• A 5% increase in customer retention can double yourprofits.
• The average business loses 10-30% of its customerseach year.
• A Loyalty Program can help to reduce this number,especially when thinking about the lifetime value ofeach customer.
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GROW YOUR BUSINESS
Something as simple as a Mobile Loyalty Program can literally be the easiest way to grow your business!
Make a positive change to your business that both you and your customers will love…
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INCLUDE MANY OTHER FEATURES
• FOOD ORDERING• PRODUCTSHOPPING
• DIRECTIONS• GALLERY
• IN-APP FORMS• ONE CLICK CALLING• SOCIAL MEDIA LINKS
• VIDEO DIRECTORY
• AUDIO STREAMING• BOOKING FORMS• EVENT LISTINGS
• MESSAGING• QUIZZES• UNLIMITED HTMLPAGES
• and MORE!
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aNeed4Apps PRICING • App Design & Set Up Fee: $400• Monthly hosting Fee: $50• Available on Apple AppStore and GooglePlay Store• UNLIMITED Push Notifications
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GET STARTED • Contact us from 9-5PM by calling
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