KNOWITALL LOYALTY MARKETING Know your customers as well as you know your medicines
+ E-Book, Version 2.0
www.knowitall.net.au
CONTENTS +
Introducing knowITall
ÆÆ Why is customer loyalty important? ÆÆ Can you fit knowITall into your budget?
Marketing Challenges
ÆÆ How can knowITall help?
Why knowITall?
ÆÆ Loyalty ÆÆ Data & Insights ÆÆ Relevant Marketing
Data Driven Marketing Services
ÆÆ Examples of personalised communications
Packages & Prices ÆÆ Marketing Services Menu
Who are we?
ÆÆ Contact us today
INTRODUCING...
KNOWITALL KNOWITALL CUSTOMER LOYALTY MARKETING
more than just cards & points 1
LOYALTY
2
+
DATA & INSIGHTS
3
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RELEVANT MARKETING
knowITall offers pharmacies a scalable, tailored loyalty and customer management solution that allows you to capture all you need to know about your customers and ensures your customers recieve relevant and engaging communications.
WHY IS CUSTOMER LOYALTY IMPORTANT?
Your loyal customers account for about 20% of your total customers
THAT 20% REPRESENTS 80% OF YOUR TOTAL REVENUE**
Why should you engage with a loyal customer? ÆÆ The probability of selling to me, as opposed to a new customer, is 60-70% more ÆÆ I spend more over time and generate more revenue for you ÆÆ I enjoy hearing from you & will more likely respond to offers
What about the rest of your customers? ÆÆ The probability of selling to me is 5-20% ÆÆ I’m more price sensitive ÆÆ The average conversion rate from promotions sent to me is less than 1%
Businesses can boost profits by up to 95% by retaining just 5% more of their customers.* An average business loses between 10-30% of their customers annually.
WHAT ARE YOU DOING TO RETAIN YOUR CUSTOMERS? *Bain & Co **Gartner Group
CAN YOU FIT KNOWITALL INTO YOUR BUDGET? Loyalty marketing costs less and yields bigger results LOYAL CUSTOMER
NON-LOYAL CUSTOMER
Costs to acquire
Costs to acquire
Revenue generated Revenue generated
It costs 6-7 times more to acquire a new customer than it does to retain an existing one.* Repeat customers drive 7 times more revenue per visit than a one time buyer.
ARE YOUR MARKETING STRATEGIES DIRECTED AT TURNING NEW CUSTOMERS INTO PROFITABLE LOYAL CUSTOMERS? *Bain & Co
MANY BUSINESSES FACE SIMILAR CHALLENGES WHEN IT COMES TO MARKETING.
# 1 - Pay & Pray Marketing 72% of companies, big or small, do not measure marketings return to the bottom line
What is Pay & Pray Marketing? ÆÆ Paying for advertising & praying customers visit ÆÆ Targeted only by estimated demographics ÆÆ Guessing at ROI, non-measurable ÆÆ 7-10 times more expensive to bring in a new customer than it is to service an existing customer
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MARKETING CHALLENGES
# 2 - All Customers Are Not Created Equally
One of these customers is 20-30 times more profitable - do you know who it is?
$35 per visit* 6 visits per month Advocate of your store Loyal customer
$26 per visit* 1 visit per month Tells no one Bargain shopper
Without an intelligent marketing system you are guessing!
# 3 - Serving Anonymous Customers Know your customers as well as you know your medicines and maximise their lifetime value ÆÆ Knowing your customers maximises conversions through relevance ÆÆ Purchase patterns pave the way to increasing revenue ÆÆ Reduce acquisition costs as customers are identified and engaged
*knowITall average basket size
# 4 - Customer Retention Don’t be reactive when it comes to customer retention ÆÆ Do you know when consumers stop visiting? ÆÆ Most businesses focus on getting new customers instead of growing the value of existing customers ÆÆ A 5% increase in retention can increase profits by up to 95%.
# 5 - Irrelevant Marketing Most businesses fail to be relevant with the marketing campaigns ÆÆ Implement disparate marketing communication channels independently. ÆÆ Send the same offer to all customers (regardless of value, purchase behaviour or demographics). ÆÆ Redemption and conversions not measured or ignored. ÆÆ ROI on marketing investment not measured or ignored.
knowITall provides data driven marketing solutions to ensure customers receive relevant, engaging communications.
HOW CAN KNOWITALL HELP? 1
Easy to Use knowITall loyalty software allows you to easily engage with your customers on a personal level. knowITall is quick and easy for your staff to operate at point of sale and the pop-ups provide prompts and custom messages for great customer service. 2
Smart knowITall gathers data, our marketing team then analyses it and provides actionable insight. knowITall provides the perfect medium to determine customer preferences and buying behaviour, that can guide marketing campaigns, promotions, VIP offers & rewards. 3
Personal and Relevant Marketing Customers want to feel that you care about them. Over a quarter of members believe that loyalty programs just don’t seem to understand how to communicate with them. knowITall allows you to create campaigns that are relevant to customers. Relevant communications are more likely to encourage them to return more often and spend more per visit.
KNOWITALL CUSTOMER LOYALTY MARKETING
more than just cards & points 1
2
3
LOYALTY
DATA & INSIGHTS
RELEVANT MARKETING
Working in pharmacies throughout Australia and proven to increase basket size by an average of 35%
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1
LOYALTY A system for personalised service Smart Loyalty Software ÆÆ Multi-store capacity ÆÆ Suitable for single pharmacies through to multi store groups ÆÆ Intuitive live systems ÆÆ Till pop-up prompts for incomplete data & other custom messages ÆÆ Talk to customers by name ÆÆ Scan loyalty card at any time Security & Ownership ÆÆ Store owns all data & can access it 24/7 ÆÆ Configuration is easy ÆÆ Store controls points, dollars earned & rewards redeemed ÆÆ Customise minimum & maximum redemption levels to suit your business Easy Installation ÆÆ POS independent - operates on any Windows based POS ÆÆ Simple for your customers, simple for your team Rewards ÆÆ Reward options appear during checkout allowing instant redemption ÆÆ Rewards customised to individuals ÆÆ Coupons & accumulated points can be printed on docket base ÆÆ Members can share their rewards points with nominated charities and/or community clubs
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DATA & INSIGHTS Customer Insights for Profitable Action Customer Insights ÆÆ Find out how often they shop, how much they spend and when they are at risk of defection. Simple & Accessible Reporting ÆÆ Analysis & reporting means the loyalty program is more that just a database. ÆÆ Gain valuable insight into your best asset - your customer. ÆÆ Reports, analysis & recommendations are taken care of by knowITall & reported back on a regular basis. Get to Know your Customers ÆÆ Advanced analysis allows you to understand your customers basket size, value, product selection, pricing, margins & benchmark the results. ÆÆ Learn who your customers are, how they are engaging with your loyalty program and what makes them come back. Use the data to customise your marketing plans and campaigns.
KNOWITALL TIP...
Listen to what your customers want.
Use insights to create rewards and offers that your customers will love.
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RELEVANT MARKETING A selection of targeted, data driven marketing tools to engage your customer and drive revenue Data Driven Marketing ÆÆ knowITall customises templates to your store including your brand and your contact details on all marketing materials. ÆÆ Selection of targeted, data driven marketing tools to engage your customers and drive revenue. ÆÆ knowITall provides a tailored 12 month marketing plan for users on Advanced and Premium packages. Targeted Communications ÆÆ Engage customers with direct mail, emails, text messages, promotions and vouchers based on their unique buying behaviour. ÆÆ Engage with members based on purchase behaviour and preferences.
DID YOU KNOW...
Your staff are your secret weapon.
The key to a successful loyalty program is staff asking: “Are you a member of our loyalty program”.
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DATA DRIVEN MARKETING SERVICES The knowITall marketing packages provide stores with a range of targeted and personalised communications to choose from: ÆÆ Email newsletters ÆÆ Promotional emails/letters ÆÆ Birthday emails/letters ÆÆ VIP Events & Specials ÆÆ Targeted Offers ÆÆ Lost Communication Tools ÆÆ SMS Communications .... and more
knowITall will ensure that all marketing communications are consistent and in line with your company & brand identity.
DID YOU KNOW...
A repeat customer spends 67% more than a new one (Kelsey, 2012)
Welcome
Welcome communications show your customers that you care and reward them for providing their details. It also formally introduces your company to new customers, and reassures them that they are making the right decision in taking a step forward with you. Our case studies show: ÆÆ 13.2% redemption rate ÆÆ $7 voucher drove 4.2 X increase in basket size ÆÆ Members spend 40% more than others ÆÆ Sales generated a return on campaign investment of 3.5 times
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1
Newsletter
Newsletters allow you to provide updates, news and information to your customers on a regular basis. It’s a great way to stay top of mind with your customers as well as a chance to promote products.
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2
Birthday
Birthday messages are a great way to connect with your customers, even if it is just to send your best wishes. It’s a positive interaction with them, and lets them know that you care, and appreciate their business. Our case studies show: + 23% redemption rate + Sales equate to a return on campaign costs of 3.1 times
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Targeted Campaign
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There is no one-size-fits-all customer. Targeted campagins help you to connect with customers based on their previous buying habits and interests. knowITall enables you to identify specific segments, and send them related offers. This ensures customers are receiving relevant and engaging offers.
VIP Campaign
VIP campaigns for special events or new product offerings allow you to connect with your customers. knowITall will segment your existing customers, see who has purchased specific products, and using these insights invite them to special VIP evenings or new product
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PACKAGES TO CHOOSE FROM STARTER
ADVANCED
PREMIUM
$129
$259
$499
Monthly Reporting
Basic
Advanced
Premium
12 Month Marketing Calendar
Basic
2 per year
6 per year
12 per year
Customised for your store 1 per year
Customised for your store 2 per year
Customised for your store 4 per year
Data Driven Marketing Services
Customised templates with your business logo
What’s included in each package Monthly Happy Birthday EMAIL campaign
Monthly Health & Wellbeing EMAIL Newsletter
Monthly Welcome New Customer EMAIL campaign
Monthly Lost Customer EMAIL Campaign
Targeted EMAIL Promotions based on buyer behaviour
VIP EMAIL Invitation to in store event
4 per year
EMAIL Points Summary Statement
Thank You EMAIL Customer Campaign
1 per year
4 per year
Customer Survey – EMAIL
Generic 1 per year
Customised for your store 4 per year
2 hr
3 hr
Email support
Priority phone support
Complimentary Design Service for Loyalty Cards/Posters/Forms
1 hr
On-Going Marketing Advice & Planning
DIRECT MARKETING OPTIONS AVAILABLE - SEE OUR MARKETING SERVICES MENU
All prices are exclusive of GST Packages contain email communications only. Price is for 2,000 email subscribers. Databases larger than this may be subject to additional monthly fees. *Direct Mail, print and postage costs are additional – as per the marketing services menu. Additional fees for all other marketing activities will be charged as per the marketing services menu. V2-02.16-AU
WWW.KNOWITALL.NET.AU PHONE 1300 814 821
MARKETING SERVICES MENU (STORES ON PACKAGES)
COST/UNIT
DESIGN FEE Starter
Prices are shown in AUD
Advanced
Premium
Direct Mail Marketing Template set up fee
$95 per template
DL Colour Postcard - per unit
$1.30**
$55.00
$50.00
$45.00
A4 Colour Single Sided Letter - per unit
$1.35^
$55.00
$50.00
$45.00
Email Template set up fee Email to member database
Included in Package Price 0.03 per email
$45.00
$45.00
$45.00
0.10 per SMS
$20.00
$20.00
$20.00
1 hr
2 hrs
3 hrs
SMS Custom SMS to member list
Loyalty Set Up Collateral Complimentary design service A2 Double Sided Poster branded with store branding - per unit
TBA
$85.00/hr
$75.00/hr
$65.00/hr
A4 Application Forms. Perforated 100 sheets per pad - per unit
TBA
$85.00/hr
$75.00/hr
$65.00/hr
Tailored Loyalty Cards with store details printed on reverse - per unit
TBA
$85.00/hr
$75.00/hr
$65.00/hr
Additional Marketing Services Our marketing team’s range of experience across all business disciplines means we achieve the very best outcomes for all our clients. We are able to offer comprehensive, cost-effective business, online, marketing & design services. Talk to us about your specific requirements. Customised reports & insights for your store
TBA
$90.00/hr
$90.00/hr
$90.00/hr
Website Development Affordable, professional, mobile friendly ecommerce websites. Design incorporates your own brand. Functions include DIY content management for maintenance of text and images, email hosting or forwarding, photo & video galleries, news and feature pages, traffic statistics, basic search engine optimisation and more. Graphic Design Service Letterbox catalogues, brochures, flyers, business cards, letterhead designs... any marketing collateral. Talk to us about your requirements.
All prices are exclusive of GST & freight Price is for 2,000 email subscribers. Databases larger than this may be subject to additional monthly fees Payable monthly in advance on the first business day of each month in accordance with this agreement All other fees payable monthly in arrears in accordance with this agreement Sent as end of month bulk mail out **Quantity 3,000+ postcards ^Quantity 4,000+ letters
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WWW.KNOWITALL.NET.AU PHONE 1300 814 821
18/02/16 3:40 pm
WHO ARE WE? Tim O’Grady
Tim has been with knowITall from inception and has a great deal of knowledge in the local market. Tim can help you tailor a loyalty program to suit your specific needs to ensure the program works for you while simultaneously creating a great customer experience.
Karen Rieser
Karen has an extensive knowledge and passion for loyalty, customer service and growing small businesses. She’ll help you leverage your loyalty program to it’s potential.
Monica Nassrawi
With KnowITall for over three years, Monica understands the value in loyalty marketing. She can create a tailored marketing program for your business allowing it to become more relevant, and therefore more profitable.
Brittney Manunui
Brittney is ready to help with all your design needs. She will help develop effective email and direct mail campaigns tailored to your business
Sarah Matheson
Sarah knows business services, marketing services & brand development inside out. She’ll help you develop and grow your business to it’s potential. She’s also super-skilled at developing workshops and facilitating.
Kim Manunui
Successful business woman & conservationist. Kim’s specialties are website development, social media campaigns and marketing services. She’s the go-to person for all things in the digital marketing world.
CONTACT US TODAY Phone 1300 814 821 Email marketing@knowitall.net.au Website www.knowitall.net.au