KNOW, GROW & KEEP YOUR CUSTOMERS

Transcription

1 KNOW, GROW & KEEP YOUR CUSTOMERS WINDSORCIRCLE.COM

2 Windsor Circle is a Customer Retention and Predictive Marketing Platform for retailers. We power big data integrations, customer analytics and segmentation, and predictive, behavioral and retention marketing campaigns. More than 300 global retailers use Windsor Circle for personalized, automated, and segmented data-driven campaigns including: lifecycle marketing, product recommendations, product replenishment, customer loyalty, cart recovery, browse abandonment, and more. We re a team of data scientists, digital marketers, client advocates, and software developers. We ve got the expertise and motivation to help you maximize customer value, retention, and engagement through automated and personalized marketing campaigns. We have an entire Client Success team dedicated to creating real results and exciting ROI for retailers. We provide installation and execution support, best practices coaching, and retention strategy, a true partner in your goal to Know, Grow, and Keep Your Customers. Fast Growing, Well-Resourced & Global: Founded in 2011 Over 300 retail clients internationally Over $9MM+ in venture funding Winners of Google Demo Day, 2014 Headquartered in Durham, NC We wear green pants. Want to know why? Visit WindsorCircle.com/GreenPants We re thrilled to see a 25x ROI from our data-driven marketing campaigns, powered by Windsor Circle. Ben Kirshner, CEO CoffeeForLess.com PAGE 1

3 Table of Contents Page 3 ROI & Retention Results Page 9 Cart Recovery Page 4 Retention Analytics Page 10 Custom Segment Builder Page 5 Automated Customer Retention Page 11 Custom Fields Page 6 Ramping Retention Page 12 Guaranteed Integrations Page 7 Automated Product Replenishment Page 13 Pricing & Service Packages Page 8 Behavioral Track & Trigger Our vision with Windsor Circle is to make data-led decisions to optimize every subscriber s and customer s journey. Our goal is to reach out automatically at the first sign of disengagement to improve subscriber sentiment. Tamara Falcke, Channel Manager SurfStitch PAGE 2

4 ROI & Retention Results Windsor Circle clients are driving more revenue, increasing engagement, and retaining more customers with data-driven lifecycle marketing. The results speak for themselves. Within 12 months of signing up, our clients see 10x ROI and 17%+ Retention Rate Lift. We re the only ones with an installation guarantee and revenue promise. 10X 17% + Client Case Studies Where others make claims, we present the facts. Read about the real results our clients are proudly and publicly stating, driven by Windsor Circle: WindsorCircle.com/RealResults The Increase in 73 % Decrease 4x Engagement Repeat Customers 50x ROI 72 % in Churn Visit WindsorCircle.com/RealResults to read our clients case studies. Not only are we seeing a 14x ROI that we can attribute directly to Windsor Circle, but this data is something that is dynamically changing other parts of our business as well. We re very pleased with the apples to apples comparison of ROI, but there are so many areas where we see ROI because the strategy and thought process was driven by Windsor Circle data or because of conversations we ve had with our Client Success Manager. Jason Gazaway, Marketing & Branding Manager CablesAndKits.com PAGE 3

5 Retention Analytics Know Your Customers Retailers who leverage purchase history and behavioral data to truly know their customers are more likely to keep their customers. Pinpoint customer trends and easily act on them using Windsor Circle s Retention Analytics Suite, which pulls in three years of historical, as well as ongoing product, purchase, and customer data. Our analytics instantly show key retail metrics by any date range or customer segment, providing detailed charts, graphs and reports valuable to both marketing and business users. Retention Analytics Features: Instantly measure key metrics like Customer Lifetime Value, Average Order Value, latency, and retention rates by any date range or segment Find ways to increase revenue, profitability, and competitiveness Automatically build and evaluate retail customer segments Analyze source data to determine best customer acquisition channels Identify which coupons have the longest residual use or largest overall revenue impact Recognize top products, and gain insights about what type of customers are buying individual products Track both direct and influenced revenue from retention campaigns Want to test drive before you buy? We ll give you the keys to a 60-day trial, free! Visit WindsorCircle.com/60DayTrial I like the dashboard, and we use this information all the time, even when we re sending our weekly s. We check the dashboard for the best time and day to send the s. Windsor Circle has been helpful beyond automation, we have reliable data and a trustworthy partner to help us grow our business. Tygh Bailes, Founder Pennington & Bailes PAGE 4

6 Automated Customer Retention Our vision is to help every retailer provide an exceptional customer experience by integrating and analyzing purchase history, product and customer data. Windsor Circle creates and updates data and segments directly in your marketing software, where we build and trigger customer retention campaigns. A Data-Driven Customer Experience Our team helps you assess opportunities, build your retention marketing templates, and provides ongoing support, strategy, and design and implementation services. Your data should drive personalized marketing that engages customers in a relevant and meaningful way, automatically. our client, teeturtle, created an evidence-based lifecycle marketing program, powered by data provided by windsor circle. in three months they increased engagement by 146% and doubled their best customer segment. 9 Pillars The 9 Pillars of Retention Automation is a comprehensive framework that guides retailers along the path of automated customer retention. More than 300 retailers rely on this framework to power lifecycle and retention marketing campaigns to keep their customers and drive more revenue. Know Your customers Get connected thank Your customers AmAZe Your Best customers HeLP Your customers BuY more save Your churning customers create evangelists LIsten to Your customers AcQuIre retainable customers PAGE 5

7 Ramping Retention Retention Automation includes a Retention Automation Marketing Package (RAMP), consisting of ten automated s, including Welcome, Thank You, Best Customer, and Win-Back campaigns. Clients are paired with a Client Success Manager, plus tech support and design resources to ensure fast implementation. Our team assesses opportunities, builds your retention marketing templates, and provides ongoing support, strategy, and design/implementation services. Best Customer Reward s are triggered at key thresholds to start treating your best customers like VIPs. New Subscriber Optimize your welcome series with a unique coupon code and product recommendation. New Customer Post-purchase thank you s help nurture and encourage shoppers after each purchase. Churning Customers Win-back s, based on either static or predictive latency dates, aim to reengage lapsed but valuable customers. PAGE 6

8 Automated Product Replenishment Drive Repeat Purchases of Essential Items Ready for Re-Order Customers who purchase products with a natural lifecycle are prime candidates for receiving replenishment campaigns, one of the most effective and profitable types of retention marketing. Windsor Circle s Replenishment Automator allows retailers to use product and purchase history data to trigger s that remind customers to repurchase products just before they run out, with little effort on the marketer s end. Our predictive data science helps retailers understand the individual buying pattern of repeat purchasers, and tailor re-marketing campaigns to each of their customers, automatically. Buying patterns are used to power replenishment s by triggering them based on a customer s order history and the product s usage rate. Automated Product Replenishment Features: Customizable templates available within the ESP Automatically basket together multiple items up for replenishment into one Avoid sending too many s by setting a frequency cap Access key replenishment metrics Track revenue associated with replenishment campaigns Creating a replenishment campaign was a no brainer for us, as we sell consumable products namely coffee and tea. Our replenishment s see open rates of 35% with click rates of 5%. The goal of this is to get in front of the customer before they run out of coffee, so leveraging Windsor Circle s predictive data is key to the success of this marketing campaign. Ziv Karmi, ecommerce Manager CoffeeForLess.com PAGE 7

9 Behavioral Track & Trigger Engage Active Visitors with Incredibly Personalized Campaigns Merchants can keep their business on the cutting edge with Windsor Circle s Behavioral Track & Trigger solution. Automatically trigger s to identified customers who browse a retailer s online store without making a purchase. Create s using custom templates that leverage product, purchase, and individual customer data to incorporate dynamic product recommendations and offer related promotions based on the product or category the customer viewed. Behavioral Track & Trigger Features: Collect known visitor data and add to existing customer profiles Frequency capping to avoid sending too many s Trigger browse abandonment s based on thresholds, such as time spent on site Behavioral Track & Trigger Benefits: Target site visits that didn t convert into revenue Add behavioral data to your customer profiles, and create new profiles for anonymous users Keep your business top of mind with relevant content that is optimized for engagement I ve never seen a marketing platform be able to do things like this. - Jessica Steinberg, Marketing Manager evo.com PAGE 8

10 Cart Recovery Recapture Revenue from Abandoned Shopping Carts Windsor Circle s Cart Recovery solution helps retailers convert, on average, 15% of abandoned shopping carts into sales. Our solution detects cart abandonment through the ecommerce platform and triggers a series of personalized cart recovery communications. These automated recovery campaigns provide shoppers with rich product information on exact items left in the cart and direct links to the product landing page. Cart Recovery Features: Easily set up optimal recovery cadence & timing AntI-GAmInG custom IncentIves Offer shoppers tailored incentives unique to each in the series Our anti-gaming technology automatically removes incentives from intentional cart abandons FuLLY configurable timing & cadence Create unique recovery s using customized templates, sent through the retailer s marketing platform 69 % 61 % 15 % Average rate of shopping carts abandoned online Retailers surveyed not using cart recovery campaigns Rate of recovery seen by our clients Source: How Retailers Large and Small Can Effectively Retain Customers, Internet Retailer, 2015 PAGE 9

11 Custom Segment Builder Putting the Power of Advanced Segmentation in Every Retailer s Hands Windsor Circle s Custom Segment Builder brings the power of relational tables to every retailer, allowing you to build robust segments based on unlimited parameters and data sets. Leverage information from multiple databases, including customer profiles, purchase history, order data, customer scores and custom data fields to generate segments ready for use in retention and other campaigns. Custom Segment Builder Features: Export segments directly to your marketing platform or as a CSV file Create segments by utilizing custom fields defined in your ecommerce platform, such as birth date, furniture style, wine type, product margin, etc. See key metrics on every segment, such as AOV, CLV, latency, and revenue Coupon Using the right balance of coupons and promotions, in combination with behavioral segmentation, will drive significantly more sales and profit. Separate customers who only purchase using coupons from customers who purchase at full price to better serve those two groups while increasing CLV. Best Customers Best customers can create 8x+ the revenue of one-time shoppers. Reward best customers loyalty, and they will continue to create substantial ROI and higher CLV. Use RFM analysis, to score customers based on recency of purchase, frequency of purchase, and monetary spend to find best customers quickly. Win-Back Customer churn occurs during the inactive stage of the customer lifecycle, when a customer ceases to purchase and no longer engages with the brand. Create a churning customers segment and target them with messages made to win them back. Before Windsor Circle we were in the caveman era of automation. Retention marketing is very important to focus on [...] because it s very expensive to acquire new customers. Our ad spend is pretty fixed and pretty expensive. If you can retain customers you take the pressure off the acquisition side of the business and create more profitability at the bottom and longer term stability allowing you to provide jobs for your employees and awesome experiences for your customers. Nathan Decker, Director of ecommerce evo.com PAGE 10

12 Custom Fields Integrate Custom ecommerce Fields to Unlock Scalable Personalization Retailers are struggling to send dynamic recommendations that mimic how customers actually buy. For instance, many product recommendation programs currently segment based on brand or category; however, customers seek products from many different brands or categories in order to satisfy their need. Windsor Circle can sync custom data fields defined in your ecommerce platform or other data source with your marketing software to enable real personalization. Below is an example of how a furniture client leveraged custom data fields to create new segments based on the style of furniture, not just brand or category. The Issue Access to categories, but not to styles. If someone buys a couch, they don t need another couch, they need products to go with the couch. The Solution Create custom segments for each style type based on custom data fields imported by Windsor Circle. These segments then receive automated product recommendations based on product and style. PAGE 11

13 Guaranteed Integrations Powerful Data at Your Fingertips with Windsor Circle s Integrations Our industry-standard data integrations connect leading ecommerce platforms and service providers, and are the foundation of retention automation. We utilize our best-of-class integrations to power abandoned cart recovery s, sophisticated personalization, segmented promotional campaigns, automated customer retention programs, and more. Our Integrations Provide: Import customer, product, & order data from your ecommerce platform, plus Google Analytics source data, into your marketing software Complete installation in five business days, guaranteed by Windsor Circle s 5 Day Promise Additional integrations to Inventory and order management, point-of-sale systems, Google Analytics source data, and other data sets with our pre-built APIs, plugins, or custom data feeds The flexibility to pull three or more years of historical data plus going-forward data. We ll cleanse, augment, analyze, and visualize this data, then we ll enhance it with customer scores, predictive order dates, dynamic product recommendations, and more ECOMMERCE to ESP INTEGRATIONS S U P P O R T E D E S P S ENTERPRISE LEVEL DATA FEEDS Additional Integrations $ 8.00 PoInt of sale order management custom DAtA sets GooGLe AnALYtIcs PAGE 12

14 Pricing & Service Packages Keep Your Customers & Drive More Repeat Buyers Platform Pricing Our software prices are based on a retailer s number of unique customers, and tiered to support strong ROI. We also offer Cart Recovery and Behavioral Track & Trigger as stand-alone options. Contact us for a fast price quote. Service Packages (annual) Professional Services Starter Professional Premium Platinum Pricing Included $5,000 $10,000 $20,000 Consultation Frequency Every 2 months Every 2 weeks Weekly Twice per week Additional Creative Additional Customer Segments Contact us to learn more about pricing: sales@windsorcircle.com WindsorCircle.com/Get-Started Easy Integration Up & Running in 5 Days Retention Revenue in 30 Days PAGE 13

15 ARE YOU READY to KISS BATCH & BLAST MARKETING GOODBYE? CONTACT US AT or WINDSORCIRCLE.COM