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.

1. SWINGGROUP
Boosting Results
‘Effective customer
referral through social
media marketing’
- 2014 -

2. WHY WOULD ANYONE
RECOMMEND YOUR BRAND
TO ANOTHER?

3. Why would anyone recommend your brand to another?
FOUR TYPES OF LOYAL CUSTOMERS

4. Why would anyone recommend your brand to another?
SALES FUNNEL OF A (NEW) CUSTOMER

5. Why would anyone recommend your brand to another?
CUSTOMER TO LOYAL CUSTOMER?

6. Why would anyone recommend your brand to another?
THE LOYALTY LOOP

7. Why would anyone recommend your brand to another?
THE FAN LOOP

8. Why would anyone recommend your brand to another?
WHY LOYAL CUSTOMERS ARE MORE
PROFITABLE

9. 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

10. EFFECTIVENESS OF SOCIAL MEDIA
AND OTHER MARKETING CHANNELS

11. Effectiveness of social media and other marketing channels
THE EVER EVOLVING WEB – THE POWER
OF NETWORKS

12. Effectiveness of social media and other marketing channels
SOCIAL WEB USAGE

13. 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

14. 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

15. Effectiveness of social media and other marketing channels
© SwingGroup 2011

16. 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

17. FULFILLING YOUR BRAND PROMISE

18. Fulfilling your brand promise
DIGITAL CUSTOMER EXPERIENCE

19. 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

20. 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

21. GETTING THE CONVERSATION ON
YOUR BRAND GOING

22. 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

23. © SwingGroup 2011

24. Bare Associates International | SwingBuzz l Kick-off E-mail
© SwingGroup 2011

25. Bare Associates International | SwingBuzz Homepage
© SwingGroup 2011

26. Bare Associates International | SwingBuzz ‘Refer-a-friend’ social media connection | Facebook
© SwingGroup 2011

27. SwingBuzz Demo Action 1 | ‘Refer-a-friend’ homepage | Survey invite
© SwingGroup 2011

28. SwingBuzz Demo Action 1 | ‘Refer-a-friend’ prize page | Non-campaign related prizes
© SwingGroup 2011

29. SwingBuzz Demo Action 1 | ‘Refer-a-friend’ social media connection | Facebook
© SwingGroup 2011

30. SwingBuzz Demo Action 2 | ‘Refer-a-friend’ homepage | Sample/product test invite
© SwingGroup 2011

31. SwingBuzz Demo Action 2 | ‘Refer-a-friend’ prize page | Campaign related gifts
© SwingGroup 2011

32. SwingBuzz Demo Action 2 | ‘Refer-a-friend’ social media connection | Facebook
© SwingGroup 2011

33. 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)

34. SwingBuzz – KPI Dashboard
© SwingGroup 2011

35. WHY WOULDN’T ANYONE RECOMMEND
YOUR BRAND TO ANOTHER?

36. SWINGGROUP
Best-of-class in incentive marketing solutions

37. Thank you for your
attention
SwingGroup Benelux
Dampoortstraat 265 b3
8310 Brugge
Belgium
Tel. +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