La Quinta Launches Chirpify-Powered Engagement Loyalty Program

 

Ranked among the top travel rewards programs by JD Power and US News and World Report, La Quinta Returns aims to be the travel rewards program travelers deserve. With the addition of engagement loyalty, La Quinta Returns members can now earn rewards for their social media engagement and participation. This allows La Quinta to engage customers at a deeper level even when they aren’t on property, while providing guests with a way to earn rewards for their social media advocacy, all of which increases engagement, loyalty, and customer lifetime value.

We want our guests to feel rewarded and the new La Quinta Returns Social Rewards program does just that by encouraging generous benefits by participating with La Quinta in social media. Chirpify engagement loyalty enables us to reimagine how we engage and interact with our guests, bringing innovation to our customer relationships, in turn giving our guests greater flexibility in how they engage with us, even more personalization, and yet more rewards opportunities.

Dave Sims, ‎Vice President Loyalty Marketing at La Quinta Inns & Suites

The La Quinta Returns program is founded on four principles that are designed to let guests get “more of everything”. Specifically:

More Points

Using the Chirpify platform, La Quinta can now engage its La Quinta Returns members over social media, rewarding members in channel in exchange for their participation. To kick-off the program, La Quinta is encouraging program members to link their social handle(s) to La Quinta Returns in exchange for program points. Members can earn up to a total of 500 points by registering for La Quinta Returns Social Rewards, linking their social handles, following the brand on social media, and for a tweet or Instagram post using the #LQReturns social trigger.

More Convenience

La Quinta Returns Social Rewards actively connects social and mobile actions to the brand’s loyalty program, giving guests an easy, convenient way to stay connected and earn points between stays, in the process encouraging brand advocacy and earned media. Indeed, today’s consumers have a remote control in their pocket and they want to use it to interact with brands how, when and where they like. By infusing the customer experience with this level of utility, La Quinta is able to maintain value in the customer relationship, expanding their lifetime value.

More Freedom

La Quinta’s program provides a great deal of freedom in how members earn and redeem points. Now, with Chirpify powering its La Quinta Returns Social Rewards program, La Quinta members will gain even more freedom, with the ability to engage with the brand within their social media channel of choice, earning points there for engaging and participating with the hotelier. The platform even allows people to create a new member account from a social media engagement.

More Recognition

The Chirpify platform provides La Quinta with the unique ability to expand on its existing personalization efforts, engaging and interacting intelligently with members via a rules-based system that can link to deep CRM data for a truly personalized, moderated social media experience.

Moreover, La Quinta can use data collected from its Social Rewards program to analyze how often members redeem points, assess campaign success across channels, and much more, allowing La Quinta to create a virtuous cycle of continuous improvement, fine-tuning its rewards, personalizing them for greater customer satisfaction and customer lifetime value to the organization.

With generous, exclusive benefits and innovative features, La Quinta Returns continues to deliver on its promise of giving members more freedom, convenience, recognition and rewards with the introduction of Chirpify-powered engagement loyalty. To learn more about how hoteliers are using Chirpify to grow engagement, loyalty, and spend, reach out to us today, or subscribe to our blog for ongoing case studies, analysis and insights.

Avocados from Mexico Produce Joy at SXSW with Chirpify-Powered #AvoHappiness

 

On the heels of its incredibly impactful Super Bowl campaign in which Avocados from Mexico scored more than 3 Billion impressions, the collective has teamed up once again with Chirpify to activate social media as a mechanism for converting consumers. The group’s SXSW campaign runs under the banner #AvoHappiness, and joins its Avo-matic rolling restaurant in the SXSW SouthBites Trailer Park.

If sampling terrific culinary treats at the event isn’t enough to evoke a smile, the group is giving away a year’s worth of concerts that most certainly will. People can enter to win the grand prize by sharing their #AvoHappiness emoji, or for those at SXSW, they can share their #AvoHappiness as measured and captured in a photo by the Avo-matic.

As fans share their #AvoHappiness, Chirpify listens in the background, rules from its rules engine are applied, and those happy fans are sent an automatic response. In this case, people who tweeted with the #AvoHappiness hashtag were entered into the contest and thanked with a recipe, as you can see here.

Encouraged to share on Pinterest and Facebook in addition to Twitter, fans are helping spread positive word of mouth about Avocados from Mexico while creating significant earned media for the brand. After Avocados from Mexico’s inaugural appearance at SXSW last year, in which it monopolized conversation with the most popular, Chirpify-powered hashtag, #GuacNRoll, the group is back encouraging organic reach and sharing through its social media-centric campaign. Indeed, holistic programs like this designed to further the customer journey, also serve to increase new customer acquisition and existing customer loyalty and product spend. In addition, Avocados from Mexico gathers important aggregate data about those customers most likely to participate with its campaigns across channels, fueling further future success.

Are you interested in building record-setting campaigns that actively engage audiences, increase earned media and new customer acquisition? Just tweet #chirpify to get our deck and schedule a chat, or contact us here. And, for future insights, analysis and tips and tricks, please subscribe to our newsletter.

Automation – The Dirty Word in Social

marriott-engagement

Or, how to automate content to your followers

Most forward leaning brands have social teams using social listening software to aggregate, filter, sort, and manually respond to conversations. These platforms have become essential for brands to know what their customers are saying about their brand at scale. This is a good start, but brand marketers should be doing more to drive engagement and business outcomes.

To drive more engagement social marketers should be sending content back to people who set off certain social media actions. Lets call these triggers. The triggers could be people posting about a certain person, hashtag, photo or topic. The content could be a behind the scenes video, points, promo codes, contest entries, concert tickets, seat upgrades, free samples, or simple reminders. You get the idea, any digitally deliverable thing can be sent right back to people.

To do this, marketers need social marketing automation software. The ability to listen for certain triggers, and automate responses to people who set them off. I know… AUTOMATION?!?! That’s a scary word! Before you scream that, think about how email evolved. Are you still writing back individually to people? Social marketing automation software has evolved to the point email has – the ability to segment users, and send the right content, at the right moment, back to the right person, all in real-time based on complex rules such as influence score, frequency, language translation, and geo-fencing.

At Chirpify, our customers use our Engagement Engine to listen for triggers and topics and automate content back to their followers. The result is 1 to 1 organic engagement at scale, billions of impressions, and happier followers that spend more with the brand. We’ve got the ROI studies to prove it. If you’re still concerned about automation, we also give you the ability to moderate before you automate.

When you’re ready to evolve your social marketing strategy, we’re ready to help. Just tweet #chirpify to get our deck and schedule a chat, or contact us here.

Upgrade Your Frequent Flyer Programs with Engagement Loyalty

screen-shot-2016-09-22-at-4-17-22-pm-e1474532574524

 

Airlines have come to innately understand the value of an existing customer–versus the cost of obtaining a new one–and that it makes good financial sense to reward loyal customers. After all, the lifetime value of a loyal customer outweighs the investment in tracking and rewarding desired behavior. This formula of rewarding loyal flyers has worked quite well for the airline industry since the early ‘80s when frequent flyer programs were introduced.

While it’s blindingly obvious that customer loyalty is table stakes for continued business growth, a new solution area is helping airlines evolve their traditional loyalty programs to increase customer engagement, participation, loyalty and spend. As consumer expectations have evolved, so too must customer relationships and with them the customer loyalty program. The introduction of engagement loyalty helps frequent flyer programs evolve to meet changing customer needs and expectations. Let’s walk through how:

Make it Easy to Do Business

Increasingly the customer experience drives more and more of a customer’s brand devotion. Yet, the customer experience does not end when they get off the plane and collect their bag. Engagement loyalty recognizes that customers have more touchpoints than ever with their airline of choice, most notably a host of social media networks, their mobile device and now messaging apps as well. Engagement loyalty allows carriers to seamlessly connect consumers’ mobile interface with meaningful experiences, back end business processes, and consumer programs like the frequent flyer program that already exist within the organization.

Today’s consumers have a remote control in their pocket that allows them to interact with the airline how, when and where they like. Those that are able to infuse the customer experience with the utility consumers demand, making it easy to do business with and interact with the brand, will not only maintain the customer relationship, but have the opportunity to grow their loyalty and customer lifetime value.

Reward for Time

In an age where airlines are moving to a model where customers are rewarded for a unique combination of dollars spent, segments and miles flown, rewarding for engagement is refreshing and a competitive differentiator. Customers increasingly understand that their time and networks are valuable to brands (in and out of the travel industry) and want to be rewarded for their advocacy efforts.

As Thom Kozik, Vice President of Loyalty at Marriott (a Chirpify customer), noted…

“Consumer expectations around being rewarded for dollars spent has shifted. Today’s consumers recognize there is greater value in their time, attention, and their social media footprint, and expect to be rewarded accordingly for that.”

As such, engagement loyalty platforms like Chirpify allow airlines to reward customers in social media for their advocacy, engagement and other desired behaviors. This fuels positive earned media for the airline, while making the customer feel recognized and appreciated, fueling a positive customer experience that helps create a virtuous snowball of customer loyalty.

Platforms like Chirpify allow marketers to reward customers at scale, while also providing the capability to surprise and delight individual members, personally recognizing and interacting with them in real-time.

Gather New Customer Data Inputs

For years now the airline industry has heavily invested in data analytics, tracking everything from products and services to city pairs, which can then be used for everything from refining which offers are presented to customers as they book online, all the way up to strategic planning. Engagement loyalty provides a new, critical data input into customer behavior and expectations that airlines should not overlook.

Specifically, engagement loyalty allows marketers to acquire the social identity of frequent flyer program members which can then be tied to customer records. With this data in hand, marketers can measure the reach, impressions, conversion rates and more of their campaigns. In addition, with engagement loyalty, they can activate offline marketing activities — like TV ads, billboards or in-airport signage — via social media, tracking the success of each activity to different social channels, demographics and more.

For example, an airline who is trying to promote a new segment from a hub might try to encourage awareness and sales with in-airport marketing that prompts engagement with a social trigger. When a known frequent flyer, “Stan” engages with that trigger, Chirpify allows the airline to listen for that social action and piece it together with his consumer data that has been stored. Chirpify recognizes that it was Stan who used the social trigger and automatically sends him a personalized mobile email, thanking him for looking into the new destination and rewarding him, for example with a free baggage check when he books a flight to the new destination.

Chirpify enables this social participation on behalf of leading travel organizations such as Marriott, IHG and La Quinta, listening in the background for consumers that activate social triggers – both net new customers and existing loyalty program members. Chirpify applies rules from its rules engine and automatically responds to the consumer accordingly, effectively engaging and converting consumers online.

The airline industry has always been at the forefront of innovation when it comes to customer loyalty programs, serving as a template for others to follow. With engagement loyalty, airline marketers are able to increase customer engagement, loyalty efforts and customer lifetime value as they make it easier for customers to do business with them, rewarding them for desired activities. All of these benefits serve to create a virtual snowball of positive earned media, greater customer loyalty, additional customer insights and greater topline growth.

For additional information on how brands are upgrading their customer loyalty programs with engagement loyalty, subscribe to our blog, or reach out to us today for a tailored assessment.

Over 3 Billion Impressions – Avocados From Mexico Super Bowl Customer Journey

Avocados From Mexico piggybacked on its successful 2016 Super Bowl performance by combining the power of its ad that aired during the first commercial break with an integrated social media campaign. For weeks prior to the Game, the organization teased the forthcoming 30-second spot with the social trigger #AvoSecrets and a preview video with actor and comedian, Jon Lovitz. Illustrating the strength of this strategy, conceived and executed by Richards/Lerma, Avocados from Mexico had scored over 2 billion social media impressions before the big game even kicked off! Their impression total is now over 3 billion and counting.

According to Kevin Hamilton, director of brand marketing for Avocados From Mexico in an interview with AdWeek, “This campaign will be ‘one of the biggest and certainly one of the more integrated runs that we’ve had.’” That integration will pivot around Chirpify’s engagement loyalty platform as “Chirpify is critical to drive the user journey,” says Ivonne Kinser, director digital strategy & innovation with the group.

Chirpify’s Engagement Engine

All responses to people who tweet with #AvoSecrets are automatically processed and delivered, with Chirpify allowing the brand to respond immediately – and at scale. This scale was on full display when the brand launched its campaign just before half-time, tweeting out a recipe for its Big Game Party Dish as part of its sweepstakes. The result was a spike of more than 10,000 mentions in just 15 minutes.

People who tweet (or retweet) the Avocados From Mexico trigger #AvoSecrets receive an automated, randomized reply that includes a link that takes them to a micro-site where they can share tweet intents for a chance to win weekly prizes such as a smart home assistant, or a trip to Paris, France.

Chirpify listens in the background and as people activate the #AvoSecrets trigger, Chirpify applies rules from its rules engine and automatically responds. As you can see here, the communication from Avocados From Mexico contains a URL for the campaign micro-site where there is lots to explore — including recipes, the ability to join Avocados From Mexico’s VIP club, and much more.

The overarching goal of the integrated program is to drive the user journey, creating a loyal following while effectively delivering the message that avocados have good fats that can help health-conscious people.

By teasing and activating their Super Bowl ad campaign in this way, Avocados From Mexico is able to tap into consumers’ growing desire for a better experience where they measure brands by how much utility they provide. The Avocados From Mexico customer journey showcases the fun side of the brand while encouraging engagement by giving consumers a reason to interact with the brand. Social consumers have a mobile remote control in their pocket that they want to use to engage and transact with a brand by simply setting off triggers like the #AvoSecrets hashtag. Avocados From Mexico smartly uses this omni-channel remote control to their advantage with this integrated campaign that converts marketing instantly. And, in the process, as Entrepreneur magazine says, “The Avocados From Mexico campaign is writing the textbook on how social media can leverage traditional advertising.”

Chirpify also activated the 2016 AvosInSpace Super Bowl commercial that featured the hashtag #AvosInSpace. It subsequently rose to become the most interacted with Super Bowl ad hashtag, achieving over 993M impressions and in the first three days of the campaign alone, over 33,000 mentions – 50% more than the second-place hashtag, #Pokemon20. Across metrics, the #AvosInSpace Super Bowl ad proved the power of an activated ad and its ability to expand a brand’s reach and drive outcomes with conversion-based activities. It’s little wonder that Avocados From Mexico is looking to repeat this wildly popular and highly successful Super Bowl campaign.

With an integrated program such as this, Chirpify’s engagement loyalty platform illustrates how social media can be an integral component in activating on- and off-line channels for greater engagement, participation, and advocacy. To learn more about the ROI brands receive from engagement loyalty, please download our white paper.

Columbia Sportswear Named Retail Innovation Finalist for Engagement Loyalty

 

Congratulations to Columbia Sportswear for being named a Finalist in this year’s Retailer Innovation Awards in the Customer Engagement category. This inaugural award from Innovative Retail Technologies magazine recognizes retailers that aren’t just doing something new, but that are reaping the business reward for the execution of their innovation. Columbia Sportswear fits this billing handily for its innovative use of engagement loyalty to encourage brand advocacy.

Lead by Lindsay McCann, Marketing Analyst, with Columbia Sportswear’s Loyalty Program, Columbia was named for its innovative use of the engagement loyalty platform from Chirpify to proactively — and unexpectedly — reward customers for the brand advocacy the brand encourages. The merchant can reward anyone for their social brand advocacy activity with automated, pre-defined rewards.

Columbia Sportswear exemplifies innovation

As customers increasingly judge brands on the utility they provide, Columbia Sportswear has found a way to engage with its on-the-go customers, effectively turning their mobile device into a remote control. Columbia Sportswear has uniquely found a way to give its customers the utility they crave by bringing together its customers’ use of social media, mobile devices, and desire to share Columbia products ‘in action’ through a social media loyalty program.

By rewarding their customers for desired behaviors in social media, Columbia Sportswear is able to engage its customers more deeply, and by connecting their profiles across marketing channels, is able to create a more holistic customer experience with the brand. For example, using Chirpify’s moderation linked to its CRM system, Columbia Sportswear is able to look up a social media user’s past experience with the brand and reward them accordingly. At a time when CEOs are questioning the value of extensive social media investment, Columbia Sportswear is delivering innovation that directly impacts the top line.

Using innovation to drive growth

Using the Chirpify platform allows Columbia Sportswear to reward its Greater Rewards loyalty plan members with points and other rewards for sharing products, promotions, and brand content in social media. In the background, Chirpify listens for pre-determined social triggers, such as hashtags, conversations, check-ins and more that once set off, can automatically and immediately initiate a response. Using the Chirpify rules engine, Columbia Sportswear can tailor specific responses to specific triggers. For example, a check-in might trigger an in-store offer whereas sharing positive product feedback would result in rewards points.

In addition to automation, Chirpify allows Columbia Sportswear to moderate any social trigger or conversation, filtering the resulting queue against a number of parameters, such as quality of user generated content, number of followers greater or less than a specified amount, post language, default profile picture and more. Columbia Sportswear can then apply bulk or individual approvals or rejections to the filtered queue to ensure promotion of content that is a good fit for their current campaign. This is particularly useful in promoting user generated content for campaigns such as Columbia Sportswear’s annual “How Tough is Your Trail” photo challenge.

In addition, Columbia Sportswear uses Chirpify Reply Rewards to surprise and delight its social media customers. Reply Rewards allows Columbia Sportswear to reward any customer via a single reply on social and messaging channels. This can be used in customer service situations, to thank a person for their advocacy on behalf of the brand, and/or to surprise a loyal customer on the anniversary of joining the Greater Rewards program.

Last, Chirpify provides Columbia Sportwear with critical information about their social media customers and social media campaigns. Columbia Sportswear has integrated Chirpify with its CRM and ecommerce systems and can as a result frictionlessly convert customers within social media as Chirpify recognizes members online via their social handles. This means that Columbia Sportswear can measure with granularity its social media marketing conversion and dynamically report on multiple data points — from demographic campaign response to ecommerce sales.

Business wins of innovation

Socially connected members are more active and more active members spend more. In fact, social engagement among Columbia Sportswear fans is four times greater than the company’s average social consumer. More than just social growth, however, in using the Chirpify platform Columbia Sportswear has been able to link the social ID of its Greater Rewards participants to ecommerce purchasers, verifying a growth in social loyalty related sales.This database link provides Columbia Sportswear with additional opportunities for database segmentation, resultant marketing outreach, and greater future top line growth.

Congratulations to Columbia Sportswear on this well-deserved recognition! As this innovative retailer has shown, engagement loyalty can indeed be a powerful mechanism for driving business-impacting innovation in customer engagement programs. To learn more about how other brands are activating customer advocacy, growing engagement, customer acquisition and ultimately sales, sign up to receive our blog direct to your in-box.

Three of Top Four Hotel Loyalty Programs Choose Chirpify for Engagement Loyalty

2016_hotel_loyalty_rewards_rank

 

Hotel brands want to forge long-term relationships with their customers and loyalty programs are a chief way that the industry has sought to do so. After all, having guests return time and time again is good for both the customer and the business, with benefits including greater customer retention, the ability to further personalize guest care, and greater rates of advocacy and guest referral.

In this vein, the JD Power 2016 Hotel Loyalty/Rewards Program Satisfaction Report, ranked hotel loyalty programs by their level of customer satisfaction with Marriott Rewards, Hilton HHonors, IHG Rewards and La Quinta Returns receiving top marks. We are proud to say that three of the four top-ranked programs use the Chirpify platform for engagement loyalty.

Engagement Loyalty for Hotels

Chirpify’s engagement loyalty platform provides hoteliers like Marriott, La Quinta and IHG with the important ability to engage loyal customers within social media and messaging apps. In addition to connecting social and mobile actions to the brand’s loyalty program, Chirpify provides a mechanism for guests to stay connected and earn points between stays, in the process encouraging brand advocacy and earned media.

Here are the ways engagement loyalty works to further the goals of loyalty marketing.

Engagement

Engagement grows as customers have a reason to engage with the brand even when they aren’t on the property. Engagement loyalty can be integrated with a company’s existing loyalty program database, allowing brands to recognize and reward loyal customers in social media and/or messaging apps like Facebook Messenger, with their own rewards currency. (And if someone isn’t a member yet, the platform knows that, too, and the person can sign up.) With greater ability for personalization, it’s easy to see why customers engage with brand posts and content on average 4x more using Chirpify. Hotel marketers can use both automation and moderation to interact with loyalty program members. For example, a brand moderator who is interacting with a given person can look up their history with the brand, which can help the moderator draft the appropriate message and deliver a reward based on the individual’s member criteria.

Surprise and Delight

Surprise and delight is enabled as brands proactively engage with people with moderated messages designed to Surprise & Delight. For example, Marriott has an ongoing program in which it reaches out to program members to celebrate their anniversary in the Marriott Rewards program with points given out in social media.

Omni-channel

Omni-channel activation grows as hoteliers can activate campaigns from across a spectrum of media – from TV to bulletin boards and more – with Chirpify’s engagement loyalty platform. Chirpify listens in the background for social triggers that when activated, prompts an automated, rules- based response. This allows the brand to respond to consumers instantly and at scale. In addition, Chirpify’s engagement loyalty platform has gating tools such as geo-targeting that allows hotels to do things like promote site-specific events.

Customer Acquisition

New customer acquisition is enabled because these leading loyalty programs achieve important results with Chirpify. As loyal customers participate more with the brand online, they drive earned media which is seen by their networks and drives new customer interest in the program. With this, customer retention and new customer acquisition grows. Last, hotels are able to learn more about their most active consumers, furthering their ability to provide the hospitality that drives a virtuous cycle of customer loyalty.

With solutions designed specifically to drive greater customer loyalty for hotel brands like Marriott, IHG and La Quinta, Chirpify is the leading engagement loyalty platform for hoteliers. To find out how we can positively impact your social media engagement, customer loyalty and customer spending, please reach out to us today for an assessment of how engagement loyalty can map to your specific business goals.

Our Favorite Campaigns of 2016

2016 has been a terrific year for us at Chirpify in no small part due to the hard-working, creative people we get to work with every day at market-leading brands. We truly appreciate our customers and how we push each other to do the best work possible which, as you can see here, produces real impact for our clients — and their loyal customers, too. As we close out the year, we thought we’d take a look back at some of our favorite engagement loyalty moments of 2016.

Avocados from Mexico #Avosinspace

Proving the power of ad activation

 

Our first time supporting a Super Bowl appearance, Chirpify activated the AvosInSpace Super Bowl commercial that featured the hashtag #AvosInSpace. It subsequently rose to become the most interacted with Super Bowl ad hashtag, achieving over 993M impressions and in the first three days of the campaign alone, over 33,000 mentions – 50% more than the second-place hashtag, #Pokemon20. Across metrics, the #AvosInSpace Super Bowl ad proved the power of an activated ad and its ability to expand a brand’s reach and drive outcomes with conversion-based activities.

 

Marriott #WithTheBand

Highlighting geo-fenced social media Surprise & Delight

Promoting its loyalty program during the SXSW Interactive and Music Fests, Marriott achieved 42.8 million Twitter impressions. This geo-

targeted response campaign listened for SXSW attendees who tweeted an intent to learn more about music events taking place at SXSW. If the attendee’s presence in Austin could be confirmed with Twitter geodata, they received an automated response with an invitation to concerts taking place at the JW Marriott. The highly targeted, highly relevant #WithTheBand campaign randomized responses allowing for engagement at scale without being impersonal.

 

Univision and Walmart #CopaAmerica

Language translation and geo-fencing

We were excited to host the first social media Copa America campaign in which fans could vote for their teams in their native language. Also featuring Chirpify geo-fencing, fans attending a soccer match at any one of the participating stadiums could use #CopaAmerica #Copa100 or #CopaCentenario, to receive an automated response from Univision in their native language. Partnered with Walmart, the automated Chirpify response offered premium content from Walmart. This campaign proved the power of native language engagement and conversion, especially when coupled with geo-fencing and exclusive content.

 

Togo’s #TogosSandwiches

Partnership with Paytronix

 

We were excited to see our partnership with Paytronix in action as we brought engagement loyalty to the Togo’s loyalty program. By linking Chirpify with the Togo’s member database and Paytronix mobile wallet, Togo’s has gained new, valuable data about its social Tribe members. With this data, Togo’s can now analyze how often members redeem points, assess campaign success across channels, and fine tune rewards, personalizing them for greater customer satisfaction and customer lifetime value to the organization.

 

PGA Tour Superstore #RepYourCountry

Integral component of big event marketing

For the Rio Olympics, we partnered with the PGA Tour Superstore to ensure its marketing efforts for this big event (in which golf made an appearance for the first time in 112 years) used social media to its utmost, while ensuring it was integrated with its other marketing efforts. Using a sweepstakes to increase engagement and create a positive value exchange, the PGA Tour Superstore drove frequency of interaction, engagement and new customer acquisition. The program also allowed the PGA Tour Superstore to gather critical data, such as email, and tie it to a person’s social ID, the data from which was then used to tie together marketing efforts.

 

Oregon Humane Society #Advocat

Activating calls-to-action from across media

 

Earlier this year we donated our software and services to help the Oregon Humane Society (OHS) achieve its goal to ‘End Petlessness’. Through a new loyalty program called the OHS Advocat, people activated calls-to-action from across nonprofit workhorses like direct mail and email to radio and billboards. Linking social IDs to individuals within the supporter database, OHS has gained greater insight into those sharing the organization’s mission socially as well as analytics on how campaigns perform with regard to impressions, conversions, influencer reach, and participant demographics.

 

ROI of Engagement Loyalty

Download the ROI Study

Bringing it all together, our customers across industries see a great deal of ROI from the Chirpify solution and we are proud of the value we bring them — from new customer acquisition to increased sales, and stronger social advocacy to better business intelligence. Wrapping up the year, one of our clients quantified this impact to their business and has allowed us to share the results with you. Among other things, they saw even greater levels of loyalty and brand trust; customers who were more likely to share their activities on social media; and customers who were more likely to purchase from the brand. Please download a copy of the ROI study white paper for a more in-depth read of all the details of this great ROI study.

From the results of all of these terrific campaigns, to Gartner’s recognition of Chirpify as a “Cool Vendor”, it’s clear that Engagement Loyalty delivers significant impact. We look forward to working closely with our customers and challenging ourselves to deliver even greater levels of benefit and value in the year ahead. If you would like to learn more about how our solutions for engagement loyalty and conversational conversion can deliver distinct ROI for your business, please reach out to us today.

Social Listening is Not Enough

chirpify

 

Social listening is often hailed as the first step in a healthy social media marketing program and it makes good sense. Before you dive in and start setting goals, planning campaigns, or having conversations, it’s important to know what is being said about your brand, products and/or services. Yet, if knowing is half the battle, the other half is defined by the actions you drive with it. And, this is where Chirpify comes in.

The Bridge Between Listening & Action

Chirpify bridges social listening platforms like Hootsuite, Spredfast or Sprinklr, and CRM systems like the Salesforce cloud or Epsilon with Loyalty Engagement. Fueled by conversion, Chirpify connects the dots between social media, messaging, commerce and CRM. Let me explain.

At Chirpify, we enable brands to identify and automatically take action based on specific social media and messaging triggers. For example, if adidas were launching a new shoe and wanted to take action based on its listening around that new product, adidas would be able to automatically reply to social media and messaging posts with those specific new product words, sentiments, pictures and/or other predefined social media triggers. Moreover, Chirpify helps fuel the cycle of engagement by allowing consumers to respond to brand-created triggers that may start life as a call to action in other marketing channels, such as email, TV, or a billboard ad.

From here, Chirpify converts consumer engagement. And we do it at scale. This means that we take consumer participation and convert it into meaningful data for your business by moving social media or messaging platform engagement and converting it into a real person in your CRM database. Chirpify offers integrations into leading CRM solutions, Loyalty databases and eCommerce systems to close the loop and tie those acquired customer social identities to customer records. With this data in hand, we can effectively measure your campaign and program engagement and success.

Creating Meaning for Brands & Customers

Chirpify creates a value exchange that is beneficial to both consumer and brand by marrying engagement and loyalty into its Engagement Loyalty platform. We do this by:

  • Taking advantage of the direct follower model of social media platforms themselves, which is ideal for loyalty. Indeed, existing social media and messaging followers are the best place to start activating and converting customers at scale.
  • Sending an email campaign with embedded call to action triggers to existing loyalty program members, encouraging them to engage and convert by linking their social IDs with their loyalty program account.
  • Leveraging omni-channel CTA’s that instruct members, and non-members alike, to set off social actions for marketing conversion. Non-members receive auto-responses to join, while members convert instantly.
  • Once these two groups of people are seeded in the program, they form a loyal base of advocates that serve to bring more people into the program. They spread earned media as they share, driving new customer acquisition, engagement, conversion and ongoing advocacy.

Chirpify also benefits consumers and encourages loyalty by rewarding them for their engagement and conversion activities. Rewards can vary greatly–from points to exclusive deals and content–but should above all be seen as valuable by customers and a fair exchange for their brand advocacy and participation. Treat social media and messaging as a loyalty platform, not just an ad platform and your loyal customers will bring their friends, creating a virtuous cycle that fuels customer loyalty, customer spend and business ROI.

Whether you have an existing customer loyalty program that you want to modernize or you are looking for a new, lightweight way to engage more deeply with fans, Chirpify can help. We are expert at driving ROI from engagement loyalty and would be happy to assess how we can help unify conversion and the consumer experience for your brand.

Soccer.com Scores with Chirpify Engagement Loyalty

 

Dedicated to being the world’s leading authentic grassroots soccer company, Soccer.com is home to soccer lovers of all stripes. Whether you are an avid player or avid fan, Soccer.com has the gear for you. Fostering loyalty beyond the sport, Soccer.com has a loyalty program called Goal Club which rewards its customers through savings, points for future purchases, and more.

This fall, Soccer.com is relaunching its Goal Club with even more rewards and options. As part of its relaunch, it is working with the engagement loyalty experts at Chirpify to expand its Goal Club program to embrace its loyal fans on social and messaging channels.

Now, Goal Club members will be recognized and rewarded online for their social advocacy, engagement and participation with the brand. To kick-off the program, Soccer.com is emailing its existing members with an invitation to connect their social media accounts. When Goal Club members active the ‘socialized’ email by clicking on the embedded social trigger, they instigate the linking of their email address to their social handle, which allows Soccer.com to reward its loyal customers in social media and encourage participation in a social value exchange.

The Chirpify engine listens in the background for social triggers that once set off, can automatically and immediately reward Goal Club members for their engagement. Chirpify can recognize existing Goal Club members and can even create accounts for new members. As the program matures into the fall, campaign-specific social triggers will be introduced to activate new members via Soccer.com’s most active social channels.

Customer Acquisition & Retention

Social media creates a positive cycle of new customer acquisition. As existing customers share in social media, their social networks receive their message publicly advocating on behalf of Soccer.com validating it as part of their social persona, encouraging others to do the same. Chirpify can create accounts for new Goal Club members.

Today’s consumers desire and demand utility which allows them to interact with brands how, when and where they like. With Chirpify, Soccer.com is able to infuse the customer experience with the utility consumers demand, maintaining value in the customer relationship, expanding their lifetime value. Specifically, Chirpify helps Soccer.com provide utility by effectively turning a consumer’s smartphone into a remote control for interacting with the brand; it connects the customer’s view of the organization with programs like loyalty over their social-mobile remote control.

In addition, Chirpify’s end-to-end platform gives Soccer.com the ability to create a more personlized customer experience as it is able to recognize and reward its loyal customers through a variety of means — moderated and automated. By linking its Goal Club program members with online social IDs, Soccer.com can gather important data about who is engaging with them, in which channels, and how much they spend online. With this data in hand, Soccer.com can further personalize their 1:1 efforts and create campaigns that maximize customer value.

If you are a retailer looking to expand your customer acquisition and retention by meeting consumers’ need for utility head-on, contact us today. We are experts at recognizing and rewarding customers for the specific behaviors that will meaningfully impact your marketing and business goals.