windsor circle breakout session magento imagine 2014
DESCRIPTION
Check out the slideshare, with added notes, from Windsor Circle's standing room only Breakout Session at Magento Imagine 2014, a premier eCommerce conference in the US: $1MM a Year from Retention Automation: Hear from 2 Magento Merchants who use Purchase Data to Retain Customers & Power Lifecycle Marketing In the last 6 months, IR500 CoffeeForLess.com and WorkingPerson.com each made over $500K with retention automation powered by Windsor Circle. By integrating their Magento and email platforms and conducting ongoing, automated analysis of repeat buying metrics, these retailers were able to identify big opportunities to get more value from existing customers. Ziv and Josh will share insights from their successful Magento migrations, data integrations, and use of lifecycle marketing emails to welcome, thank, reward, recommend, replenish, and win back customers… automatically! Speakers & Content From: Ziv Karmi eCommerce Manager CoffeeForLess.com Andrew Pearson Vice President of Marketing Windsor Circle Josh Pennington Online Operations Manager The Working Person’s StoreTRANSCRIPT
Retention Marketing Automation Platform
Get More from YourExisting [email protected] +1 (877) 848-4113
Retention Marketing Automation Platform
Get More from YourExisting Customers
Connect Magento To EmailRecover Abandoned CartsAutomate RetentionAnalyze CLV
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BREAKOUT SESSION / NIRVANNA TRACK:
Ziv KarmieCommerce Manager
CoffeeForLess.com
Andrew PearsonVP of Marketing
Windsor Circle, Inc.
Josh PenningtonOnline Operations
ManagerThe Working Person’s
Store
$1MM a Year from Retention Automation: Hear from 2 Magento Merchants who use Purchase Data to
Retain Customers & Power Lifecycle Marketing
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REPEAT BUYERS = 8% OF SITE VISITORS, BUT 41% OF REVENUE
Source: Adobe Loyal Shopper’s Report April 2013
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Retention, Perfectly Brewed
How CoffeeForLess makes $1MM+ a yearfrom Data-Driven Lifecycle Emails
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Retention, Perfectly Brewed
Working Person’s Store makes over $1MM a yearby personalizing product recommendation emails
Heavy DutyPersonalization
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$1MM A YEAR
Driving Real ROI From Retention Automation.
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3x the Email Open RatesWindsor Circle’s data-driven lifecycle emails generated 207% higher open rates than all other emails for Working Person during the same 6 month period.
Retention Automation Drives Results
CONNECT MAGENTO TO YOUR EMAIL MARKETING SOFTWARE
Data updated continuously into custom fields or relational tables in your email software
and more
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$1MM A YEAR = 5-10% LIFT IN REVENUE
$100k/month, $1MM/year+ from Retention AutomationCoffeeForLess is an IR500 Retailer, reporting revenues of $19MM in the latest Top500 Guide. This additional $1MM a year from data-driven email represents growth of over 5% to total revenue. This is particularly powerful because they have already paid for the acquisition of those customers.
9 PILLARS OF RETENTION MARKETING AUTOMATIONWindsor Circle provides strategic guidance and best practice coaching to retailers looking to build out a retention marketing program. We call this the “9 Pillars”: windsorcircle.com/9pillars
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9 PILLARS OF RETENTION AUTOMATION
1. Know Your Customers2. Get Connected & Welcome3. Thank Your Customers4. Amaze Your Best Customers5. Help Your Customers Enjoy More6. Save Your Churning Customers7. Create Evangelists8. Listen to Your Customers9. Acquire Retainable Customers
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COFFEEFORLESS.COM
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KNOW YOUR CUSTOMERSRetention Automation Pillar #1
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RETENTION METRICS
FOCUS ON REPEAT BUYERSTO GROW REVENUE
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Most retailers start here, with about 7% of their customers as repeat buyers
CoffeeForLess, after 1.5 years of execution around the 9 pillars, using Windsor Circle’s software, has nearly 40% retention rates..
KEY SEGMENTS
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DATA DRIVES PERSONALIZED LIFECYCLE MARKETING
Joe – a first time shopper
CEO welcome email
1st product specific email
Receives product specific re-mail
0
1
5
15
Post purchase thank you
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1st purchase$5 – filters, $15 – coffee
Days
Thank Help Retain Reward
No purchases
Win-back email1
Win-back email 2
Win-back email 3
90
100
120
1352nd purchase$50 coffee
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AUTOMATING RETENTION
Replenishment email (based on median date for product)
Best customer email (sent after trigger)
Replenishment email (based on predicted order date for Sally)
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49
2nd purchase$20 – tea, $75 - K-cups
90 3rd purchase$125– K-cups
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140
215
4th purchase$125– K-cups
Sally – a new shopper for her office
CEO welcome email
1st product specific email
Days
0
1
15
1st purchase$22 – tea, $35 – K-cups
5 Post purchase thank you
Thank Help Retain Reward
Replenishment remail
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REAL ROI FROM RETENTION
Win back emails Over $200,000
Replenishments emails Over $150,000
Best customer emails Over $200,000
$500k+
Total revenue
9 Pillars of Retention Automation
1.Know Your Customers2.Get Connected: Permission to Retain 3.Thank Your Customers4.Amaze Your Best Customers5.Help Your Customers Enjoy More6.Save Your Churning Customers7.Create Evangelists8.Listen to Your Customers9.Acquire Retainable Customers
www.windsorcircle.com/9pillars
CoffeeForLess made over $500k in 6 months from key retention campaigns, above.
GET CONNECTEDRetention Automation Pillar #2
NEW CUSTOMER PROMPTS
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PUSH COUPONS
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SUBSCRIBERS, PREFERENCES
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It’s important to collect email addresses and other personal information from site visitors. Turn them first into subscribers, then into customers. Birthdates are incredibly valuable, as they allow retailers to send automated birthday special offers, campaigns which typically drive high engagement and conversion.
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WELCOME SUBSCRIBERS
Newsletter Subscription Welcome Email
Includes a 10% discount
Subject line:
Thank You for Subscribing!
Send new subscriber and new customer welcome emails, and post-purchase thank you emails, with the CEO as the from name, from address, and signature. Getting an initial email from the CEO helps build brand loyalty, and drives great and honest feedback. Set up a CEO email address that is monitored by both CEO and customer support.
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WELCOME NEW CUSTOMERS
Welcome email 1
Subject: A Warm Welcome from the CoffeeForLess CEO
Sent: immediately after first purchase
*Click rate is calculated as % of delivered emails. Click rate does not include customers who manually entered the promo code on the website.
THANK YOUR CUSTOMERSRetention Automation Pillar #3
THANKING FOR THE FIRST PURCHASE…
Welcome email 2
Subject: Thank You For Your Recent Purchase and Welcome to the CoffeeForLess Family!
Sent: 14 days after initial purchase
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POST-PURCHASE ENGAGEMENT
Triggered 21 days after first purchase.
Subject:
Thank you for your order
Post-purchase Loyalty rewards program.
Subject:
You almost have enough points for a gift code!
Open rate: 47.4%Click rate: 15%
Open rate: 45.1%Click rate: 7%
Remail open rate: 25.9%Remail click rate: 6.2%
AMAZE YOUR BEST CUSTOMERSRetention Automation Pillar #4
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REWARDING BEST CUSTOMERS
Best customer email criteria:• Had not purchased in 75 days• Had 3 or more orders• Spent more than $500
Subject:
Best customers like you get 7% off
Results
$200k+
Total 6 month revenue
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REWARDING YOUR BEST
Best Customer Segment:
• Has purchased in the past 30 days• Spent at least $235• Has purchased more than once
Subject line:
You’re one of the best
Open rate: 41.5%Click rate: 6.7%
HELP YOUR CUSTOMERS BUY MORE
Retention Automation Pillar #5
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HELPING CUSTOMERS BUY MORE
Coffee People emailSubject: Love Coffee People? We do too!
Decaf coffee emailSubject:
Love Decaf? We do too!
Keurig Email Subject:
Love Keurig? We do too!
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1,500 SKUS
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AUTOMATED REPLENISHMENT
$150k+
Total 6 month
revenue
Replenishment Results Subject: Running out? We won’t let that happen! And 5% off.
This is a smart image. Using Windsor Circle data your email can pull in a different image for each customer based on their previous orders.
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REPLENISHMENT RULES
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RECOMMEND THE RIGHT PRODUCT
Product recommendation emails pull in 5 related items based on what a customer purchased last.
Related products are determined when first setting up SKUs during integration.
Product images and links pulled in automatically based on product purchased.
Subject: They said I’m nuts, but I think you are going to love this.
Open rate: 20.5%Click rate: 3.5%
Smart field, pulls in the title of the customer’s most recent purchase.
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HOT COMBOS
The WC_Hot_Combo fields populated based on purchase history for the last 90 days:
Two products are considered a “hot combo” if they have been purchased X+ times, together, in the past 90 days.
Total 6 month revenue
Subject: They told me this was perfect for you. I couldn’t agree more!
Code pulls in title of the hot combo item that has not been purchased.
Coding to pull in customer’s name (if known).
Image & Link to Hot Combo recommendation
Code pulls in title of last purchased item that is part of hot combo.
Open rate: 23.3%Click rate: 4%
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SEGMENTED OFFERED BASED ON PURCHASE HISTORY
Seasonal, segmented single sends, based on past products purchased.
WC_Product_History contains SKUS 1, 2, 3, etc.
Total 6 month revenue
Subject line: varied
Open rate: 49%Click rate: 12.7%
Revenue generated:
$275k
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FLAME RESISTANT RE-ORDER
Total 6 month revenue
Andrew,
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Product Behavioral
PRODUCT & BEHAVIORAL DATA
SAVE YOUR CHURNING CUSTOMERS
Retention Automation Pillar #6
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UNDERSTANDING LATENCY
2nd Purchase 3rd Purchase 4th Purchase 5th Purchase
180
149138
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Over time, repeat buyers take less time between subsequent purchases. This should help you decide your email cadence. It is important to mix branding, how-
to, informative, and other non-promotional emails in between the optimal purchase dates for each customer.
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CHURNING CUSTOMER LATENCY
Median latency for churning customers is 80 days.
Churning Customers are people who used to purchase often, and spend a lot, but have not returned recently. They are worth sending aggressive offers to “win back”. Use median latency to determine optimal timing of the first win-back email. In this case, CoffeeForLess chose 90 days.
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CEO WIN-BACK
Email 1: Sent to churning customers 90 days after their last purchase
Email 2: Sent 180 after last purchase.
Subject:
Is this goodbye?
Email 1 Open Rate: 22%
Email 1 Click Rate: 3.1%
Email 2 Open Rate: 19%
Email 2 Click Rate: 2.7%
Revenue generated: $30k
KEEPING CUSTOMERS FROM DISAPPEARING
Email 1: Sent 90 days after purchase dateSubject: Was it something we said?
Email 2: Sent 100 days after purchase dateSubject: Are we still welcome in your inbox?
Email 3: Sent 120 days after purchase dateSubject: Is this goodbye?
Results for win-back series
$200k+
Total 6 month revenue
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Win Back with Predictive Algorithm
5th order is placed
Email 1 sent 75 days after 5th order is placed
If Sally does not place a 6th order, email 2 sent 15 days after email 1
If Sally still does not place an order, email 3 is sent 30 days after email 1
PREDICTING THE RIGHT TIME TO WIN BACK
Static Win-Backfor customers with 2 or less purchases
Predictive Win-Backfor customers with 3 or more purchases
Win-back campaign predicted results 3x shoppers
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PREDICTED WIN BACK RULES
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WINDSORCIRCLE.COM/1MM
1. Know Your Customers: Analyze purchase history
2. Get Permission to Connect & Retain: Opt-in campaign, lightbox email capture
3. Thank Your Customers: Welcome series for new shoppers; Automated post-purchase conversion series; Last year’s holiday shoppers
4. Amaze Your Best Customers: Early bird specials, VIP rewards, personal thanks from CEO.
5. Help Your Customers Enjoy More: Triggered replenishment & product recommendation emails.
6. Save Your Churning Customers: Win-back campaigns based on LTV and recency.
7. Create Evangelists: Social offers, contests.
8. Listen to Your Customers: Ask for preferences, reviews, recommendations.
9. Acquire Retainable Customers: Analyze revenue by source and allocate spend accordingly.
CONTACT US
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www.WindsorCircle.com/1MM
CONNECT MAGENTOTO YOUR EMAIL MARKETING SOFTWARE
Data updated continuously into custom fields or relational tables in your email software
and more
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RETENTION AUTOMATION PLATFORM
Your Windsor Circle account provides unprecedented retail insights
Repeat Buyers have 4.8x the lifetime value of one-time customers. Track your path to customer loyalty & retention.
Powerful segmentation tools help you leverage data to send the right message to the right customer at the right time.
CONTACT WINDSOR CIRCLE
Speaker Contact
Information:Andrew Pearson, VP of [email protected]@arjpearson
Windsor Circle, Inc.111 E Chapel Hill StreetDurham, NC 27701(919) 822-2009www.windsorcircle.com@windsorcircle
THANK YOU FOR ATTENDING!
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