7. Loyalty Ecosystem
• Initial Observations
– No One System Does It All
– Pick Separate Best of Breed Platforms & Integrate
• Create a Requirements List
• Decision Based on Requirement Scoring
– Lots of Feature / Functionality Crossover
• Platforms with Different Functions do similar “things”
8. Loyalty Ecosystem
– Loyalty Program = Additional Functionality
• Reviews & Community Part of a Comprehensive Solution
– Phased Integration / Rollout
• Start with Easiest -> Complex
• Fast Tracked Integration by Holiday Season
– Need Resource to Manage Program
• Lots of engagement, moderation and curation required
– Integration Across Platforms Must Have
• Including Magento
20. Requirements “Wish List”
• Personalization
– Discounts / Incentives
• Customized Based on Reward & Badge Points
– Example Double Points for Elites
– Product Recommendations
• Sales History
• Brand Preferences
• Navigational Behavior
– Messaging
• Unique Messaging On & Off Site Based on Profile
Personalization
21. Requirements “Wish List”
• Badging
– Basic Community Game Mechanics
– Distinct Expertise Type / Level
• Example: Corals, Fish, etc
– Customizable Naming Conventions
• Based on Expertise
Badging
23. Requirements “Wish List”
• Giveaways
– Sweepstakes
• Prizes Given Away by Chance
– Example: Win Your Order
– Contests
• Involve an Element of Skill
– Example: Trivia, Video Submissions
Giveaways
24. Requirements “Wish List”
• Community
– Interactive Dialogue - Q & A
• Ask question?
• Share an idea
• Report a problem
– Granular Moderation & Review
• Individual comments, postings, threads
– SEO Friendly Content
• Non-iFramed
• Crawlable
Community
25. Requirements “Wish List”
– Gamify Interaction
• Give points and/or badges for participating
• Share an idea
• Report a problem
Community
27. Requirements “Wish List”
• Product Reviews
– Product Pros/Cons
• Group Across All Reviews
• Predefined / Default Set
• Customers Can Add
– Customer Profiles
• Allow Customer to Define Experience
– Novice, Intermediate, Expert
– Customized Experience Levels Appropriate for Reefing
Product
Reviews
28. Requirements “Wish List”
– Ratings Distribution Chart
• Show Distribution of 5 star, 4 star , 3 star, etc
– Moderation
• Hold for Review & Approval
• 3rd Party Review / Moderation for Authenticity
– Rich Snippets (RDF)
• Integrate with Shopping Feeds
• Markup Embedded in Pages
Product
Reviews
29. Requirements “Wish List”
• Behavioral Segmentation
Behavioral
Segmentation
– Recency, Frequency, Monetary (RFM)
• Analyze Customers
• Report on Best / Worst Customers
– Triggers Based on Engagement & Purchasing
– Create “Rules” to Reward / Incentivize Customers
33. Loyalty Ecosystem
How is the Functionality Platformed?
Reward
Points
Community
Product
Reviews
Social
Sharing
Behavioral
Analytics
Gamification
Behavioral
Segmentation
Exclusive
Offers
Personalization
Contests
Badging
Social
Integration
