Upload
mindfireinc
View
901
Download
3
Embed Size (px)
DESCRIPTION
These are slides from our recently hosted webinar with Dscoop. Our featured guest speaker, Mark Angus, CEO of Innoviate, shares how they created innovative campaigns for Mini-Cooper and First National Bank of South Africa, using marketing automation technology. You’ll learn how to: -Use personalized microsites to create relevant, easy-to-use campaigns for customers -Expand services for your customers by implementing long-term loyalty programs -Gather lifestyle information about customers by creating engaging, fun customer experiences
Citation preview
INNOVATIVE CUSTOMER BASE GROWTH PROGRAMS
NOVEMBER 20, 2014
Dscoop and MindFireInc
Creating marketing that drives results
<RX�VKRXOG�EH�DEOH�WR�KHDU�XV��,I�QRW��FDOO��������������RSWLRQ���
$UH�ZH�UHFRUGLQJ�WKLV"�<HV�'R�ZH�JHW�D�FRS\�RI�WKH�VOLGHV"�<HV�$OO�UHJLVWUDQWV�DQG�DWWHQGHHV�ZLOO�UHFHLYH�DQ�HPDLO�ZLWK�D�OLQN�WR�WKH�UHFRUGLQJ�DQG�VOLGHV�RI�WKLV�SUHVHQWDWLRQ�ZLWKLQ����KRXUV�
/HW¶V�EH�LQWHUDFWLYH����
«RU�VHQG�\RXU�TXHVWLRQV�KHUH�
<RX�FDQ�XVH�WKLV�EXWWRQ�WR�³UDLVH�\RXU�KDQG´�LI�\RX�KDYH�D�TXHVWLRQ���
Agenda
Introduce innovative marketing approaches used to help FNB and Mini-Cooper achieve exceptional program results
– How FNB leveraged direct mail with other channels and innovative data driven, personalized microsites to achieve their business growth objectives
– How Mini-Cooper delivered an interactive marketing experience with Gamification to grow their business
– How Innoviate has achieved exceptional growth and success – Q & A
Today’s Presenters
Mark Angus Joe Manos President & CEO Executive Vice President Innoviate MindFire
7RGD\¶V�3UHVHQWHUV
.LP�*URVV'LUHFWRU�RI�6DOHV��0DUNHWLQJ
3DFHVHWWHU�(QWHUSULVHV
-RH�0DQRV([HFXWLYH�9LFH�3UHVLGHQW
0LQG)LUH
'DYLG�5RVHQGDKO&R�IRXQGHU0LQG)LUH
:HELQDUV��0DVWHU�&ODVVHV
,QVLJKWV�IURP�SHHU�SUDFWLWLRQHUV1R�%6�RU�IOXII0DUNHWLQJ�&RUQHU([SHULPHQWDO�IRUPDWV 0DUN�$QJXV�
3UHVLGHQW��&(2
INNOVIATE ONE2ONE Mark Angus
One2One2Omni | Customer Centricity
Mark Angus
CEO
Innoviate One2One
Customer Centric Strategy
Business Development
Agency Management
An engaging, imaginative entrepreneur and strategist who believes business should be based on quality, honesty and creativity. Mark likes to live life to the fullest and believes every moment brings greater experiences. He is the modern adventurer and pioneer. Mark’s background is in media, publishing, research, direct marketing and CRM marketing. Greatest Accomplishment (so far) Creating an award winning multi faceted, technologically innovative and customer centric agency powered by Mindfire Inc. LWC and Studio Platforms. Experience 21 Years Skills Snapshot One2One Marketing Strategy; Customer Centric Strategy; Communications; Direct Marketing; CRM; Mobile CRM; Social CRM; Retail CRM; Event CRM; Content Generation; Research; Custom Publishing; Business Development; Account Management; Agency Management
Customer Centric Relationship Management Agency CRM | Direct | Digital
Specialist | Boutique | Innovative | Creative | Personalized
One2One Marketing
CRM Specialist Services
Customer Communications & Campaign Management
Innoviate One2One
FNB & Innoviate
2008 Innoviate “cold called” FNB and sent an email
explaining One2One Marketing
FNB arranged for Innoviate to present to the marketing forum of FNB Heads of Marketing
Innoviate prepared a demo Direct Mail (using digital print) and PURL campaign to invite
Heads of Marketing to the presentation
The presentation was held on May 14, 2008.
FNB & Innoviate
2008 - 2009 FNB appoints Innoviate as specialist CRM &
Direct Marketing Agency
Innoviate deploys several successful campaigns on LWC for FNB including finance, retail and
insurance campaigns
First Campaign: Direct Mail, Email & PURL Debt Relief campaign for 37,000 customers
44% response/interaction 34% ROI/uptake
Won Assegai Award for Best Digital Campaign
FNB & Innoviate
2009 - 2010 • Innoviate deploys other campaigns for FNB • These include: Swipe & Win campaigns and official Welcome Emails
2011 - 2012 • Innoviate deploys retail campaigns for FNB • These include: Super Savers and Loyalty & Rewards campaigns
2012 - 2014 • Innoviate is asked to put forward concepts to run FNB’s credit card renewal services:
FNB Credit Card Re-issues • Initially runs on LWC and migrates to Mindfire Studio
FNB Credit Card Re-Issues CRM | Direct | Digital Objectives
Get customers to re-issue and
personalise their credit cards before they
expire
Enable customers to order value-
adds, rewards and personalised product offerings
Reduce cost of calls into the
contact centre by fulfilling reissues
through CRM process
Utilise digital and direct channels
to increase efficiency within the card re-issue
process
FNB Credit Card Re-Issues New Opportunities
Enable customers to personalize and customize card designs, services, benefits & rewards
Securely and reliably track each customer’s unique responses, choices and orders
Streamline and enhance the card re-issue process and reduce costs associated with the manual fulfillment process
FNB Credit Card Re-Issues CRM | Direct | Digital Metrics
1. Number of card
re-issues: 15 – 20%!
2. Segment campaign
across Platinum, Gold, Classic
and Petro Cards
3. Lead generation
and leads management
4. Interaction,
engagement, awareness
FNB Credit Card Re-Issues Re-issues: Personalised Letters/Direct Mail
Printed letters or direct mailers were initially utilized as a first touch. Over 2 months these were migrated to digital (emails) as FNB was able to supply good email data.
Those customers that do not respond to emails are SMSed. Cost was also a consideration for this approach
FNB Credit Card Re-Issues Platinum Re-issues: Personalised Emails
General Email: Existing Platinum Customers
Swap Email: Gold & Classic Customers Swap to Platinum
FNB Credit Card Re-Issues Platinum Re-issues | Personalised Microsite (PURLs) | Digital
Customers choose card design. Update contact details.
Customers can change their card designs.
FNB Credit Card Re-Issues Platinum Re-issues | Personalised Microsite (PURLs) | Digital
Customers can order Petro Cards.
FNB Credit Card Re-Issues Platinum Re-issues | Personalised Microsite (PURLs) | Digital
Customers can order eBucks Rewards
FNB Credit Card Re-Issues Platinum Re-issues | Personalised Microsite (PURLs) | Digital
FNB Credit Card Re-Issues Platinum Re-issues | Personalised Microsite (PURLs) | Digital
Customers discover how they can use SLOW in the City SLOW Domestic Lounges SLOW International Lounges
Customers order email statements, inContact & Elements Newsletter, plus view FNB Online
Banking guide
FNB Credit Card Re-Issues Platinum Re-issues | Personalised Microsite (PURLs) | Digital
Customers view You Save values and opt in for FNB SuperSavers (retail marketing) campaigns
FNB Credit Card Re-Issues Platinum Re-issues | Personalised Microsite (PURLs) | Digital
Customers can apply for annual credit card limit increases and also give marketing consent
for future campaigns
FNB Credit Card Re-Issues Platinum Re-issues | Personalised Microsite (PURLs) | Digital
Gold and Classic credit cardholders were able
to order insurance packages
FNB Credit Card Re-Issues Platinum Re-issues | Personalised Microsite (PURLs) | Digital
FNB Credit Card Re-Issues Re-issues | Personalised Microsite (PURLs) | Digital
Campaign continues with Gold cardholders Classic cardholders Platinum Petro, Gold Petro, Classic Petro
and Standalone Petro cardholders
FNB Credit Card Re-Issues Platinum Re-issues | Mobile Ready
FNB Credit Card Re-Issues Re-issues | Personalised Confirmation Emails
FNB Credit Card Re-Issues Re-issues | Personalised Confirmation Emails
Re-issues process extended to other product
houses
This includes FNB Private
Wealth: top-tier/elite customers
For Credit and Petro Card
Re-issues running on Mindfire Studio
FNB Credit Card Re-Issues Next Steps for FNB | FNB Private Wealth Re-issues
FNB Credit Card Re-Issues Next Steps for FNB | FNB Business Banking Re-issues
Re-issues process extended to other product
houses
This includes FNB Business
Banking
For Business Credit and
Business Petro Cards
Running on Mindfire Studio!
FNB Credit Card Re-Issues Next Steps for FNB | RMB Private Banking Re-issues
Re-issues process
extended to other divisions of
the Group
This includes RMB Private
Banking
For Credit and Petro Card Re-issues
Running on Mindfire Studio
INNOVIATE ONE2ONE Mark Angus
One2One2Omni | Customer Centricity
MINI & Innoviate
2009 BMW Group South Africa contacted
Innoviate
BMW’s Head of CRM heard about Innoviate through the Direct Marketing Association
(DMA) and the success of FNB
Innoviate and BMW met and Innoviate was appointed BMW’s specialist CRM agency
Innoviate first ran CRM campaigns in LWC for BMW which included an Acquisition
Campaign for the BMW X1.
MINI & Innoviate
2010 - 2011 BMW asks Innoviate to put forward concepts
for the MINI Repurchase Process
Target 1,000+ customers per month for 2 years on the second anniversary of the customer’s
original purchase date of their MINI.
The campaign would commence in September 2010 and run for 2 years after which it would
be refreshed
MINI Repurchase Campaign CRM Objectives
1) Increase sales of the various MINI vehicles including the MINI Cooper, MINI Convertible
and MINI Countryman
2) Link customers to the correct MINI and enable direct contact with MINI
dealerships for test drives
3) Clean and validate customer data and enrich
the data with additional lifestyle
information for future campaigns
4) Improve overall loyalty and
customer retention by keeping
customers in a MINI
Opportunities 1) Target customers just as they are up for repurchase 2) Keep customers loyal to MINI and stay with the brand 3) Get customers to book test drives directly with dealers 4) Provide details on their hobbies, interests and other lifestyle data
Challenges 1) How do we get customers to interact with the campaign? 2) How do we get their additional, lifestyle data? 3) How do we confirm that they are still in their original MINI? 4) How do we get them to indicate interest in a new MINI?
MINI Repurchase Campaign Opportunities & Challenges
The Solution: MINI-O-POLY
Use gamification
linked to surveys to get the required
information.
MINI customers love entertaining
campaigns to keep them engaged
We included an incentive to receive 2
movie tickets if they completed the process
Customers were asked to choose their preferred MINI avatar which told us what MINI they preferred.
They were also asked to confirm/update their contact details
before proceeding
Once they rolled the dice, their preferred
MINI moved along the board
keeping them entertained. Customers
asked to complete their
lifestyle information
Their preferred MINI continues to move
along the board, keeping them engaged.
Customers asked to confirm their current
vehicle/MINI.
Customers asked to confirm if they would be
interested in a test drive for a
new (preferred) MINI. Test drive
requests are booked in real-time with MINI
dealers via BMW’s SAP
CRM system linked to
Mindfire’s LWC platform
The Thank You page told them they would receive their 2 free movie tickets and enabled them to download a print version of the MINI-O-POLY game.
MINI Repurchase Campaign The Results
On average, 50 – 73% of
customers read the emails
30 – 47% of customers interacted
with the campaign and completed the
process
20 – 22% of customers requested contact from a dealer
and booked test drives
On average 3 – 7 MINI’s were sold
every month via the repurchase campaign
Summary
! Innovative programs open up new doors of opportunity with ALL customers
! Delivering high-value results creates differentiation ! Makes you a key strategic partner for other needs ! The initial program can be expanded over the year to
address other areas of need
HOW YOU’VE GROWN THE BUSINESS BUSINESS GROWTH DISCUSSION
Program Evolution Mark, how have you customers marketing programs
evolved over the last several years?
#1 Challenge
When working with the Financial Services arena - what's the number one challenge to gaining access and getting them to
market differently to their customers?
Old School Marketing Some would say that Financial Services companies are old
school marketers and slow to move to new ideas... Agree or Disagree?
Innovation Factor As an innovative company, you have been offering Marketing
Automation Programs to your customers for six years. How has this helped your company expand your customer offering and
grow revenues?
Q & A with Mark and Joe
+RZ�FDQ�ZH�KHOS"
6HW�XS�D�����'HPR�
0DFNHQ]L�)DUVKHHG$FFRXQW�0DQDJHU
PFIDUVKHHG#PLQGILUHLQF�FRP
6LJQ�XS�IRU�7UDLQLQJ�FRXUVHV�
$GULDQ�0DUTXH]7UDLQLQJ�0DQDJHU
DPDUTXH]#PLQGILUHLQF�FRP
&RQWDFW�3URIHVVLRQDO�6HUYLFHV�
'XVWLQ�0HGUDQR3URIHVVLRQDO�6HUYLFHV�3URMHFW�0DQDJHU
GPHGUDQR#PLQGILUHLQF�FRP
)RU�VWUDWHJLF�FRQVXOWLQJ�
&DUULH�'ULVFROO�+LOO)DVW/DXQFK�3URJUDP�0DQDJHU
FGULVFROO#PLQGILUHLQF�FRP
Your Hosts Mark Angus Joe Manos President & CEO Executive Vice President Innoviate MindFire
[email protected] [email protected]
7RGD\¶V�3UHVHQWHUV
.LP�*URVV'LUHFWRU�RI�6DOHV��0DUNHWLQJ
3DFHVHWWHU�(QWHUSULVHV
-RH�0DQRV([HFXWLYH�9LFH�3UHVLGHQW
0LQG)LUH
'DYLG�5RVHQGDKO&R�IRXQGHU0LQG)LUH
7KDQN�\RX�/HDUQ�PRUH�DQG�FUHDWH�\RXU�IUHH�0LQG)LUH�6WXGLR�
DFFRXQW�DW��KWWS���PLQGILUHVWXGLR�FRP