Tag Archives: social

Announcing Chirpify Social Loyalty CRM

“Know your audience.” It’s a simple and obvious mantra for any successful business. What’s not so simple and obvious is exactly how to go about getting to know your customers, connecting their identities in social media and messaging to existing customer records. Even further, if that data is obtained, most brands don’t know what to do with it. Full Press Release Request a Dashboard Demo

Today we’re excited to announce the ability to link personal social media and chat IDs with loyalty program and CRM databases, as well as a new CRM dashboard, enabling loyalty and social media marketers to segment members, view consumer engagement history, and instantly respond to consumers with content and rewards. With this connection, once obscure and anonymous social people become meaningful, identifiable customers that can be understood individually and in aggregate. Marketers can now discreetly mine customer information across social media and messaging to improve future marketing campaigns and calculate ROI.

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Here’s a quick list of some of what it enables brands to do…

  • Connect social identity to existing customer records seamlessly
  • Aggregate all consumer posts (members and non-members alike) across all campaigns and social channels based on listening triggers you specify
  • Segment and view posts by multiple criteria
  • See all consumer profiles (members and non-members alike)
  • Segment and view users by multiple criteria
  • View consumer engagement and campaign history
  • Instantly reward consumers selecting different rewards from rewards library
  • Instantly message consumers back over same social channel they posted on
  • Create a message library for easy selection
  • View campaign analytics in real-time or over time
  • View consumer and posts while selecting multiple campaigns

Connecting the Data

Brands are connecting social media and chat identity to their existing customer records, and they’re doing it natively, without complex click tracking or convoluted customer experiences. They’re doing it by incentivizing their customers to connect their social media accounts as part of their loyalty program or marketing campaign. When this connection is made, the consumer obtains a remote control for marketing conversion and rewards, and the brand is able to listen, respond, and engage the consumer across multiple channels, all while gathering valuable CRM data. Through our social loyalty CRM all of your member’s engagement posts are aggregated, and their engagement history is viewable right in the dashboard. Furthermore, the entire platform is integrated with your existing CRM and Loyalty databases, so pushing and pulling data between the two is seamless.

Chirpify mobile app and crm integration for Silver Diner

The engine that powers the Chirpify platform allows you to link social IDs to your rewards/loyalty database and to your CRM software. Once obscure and anonymous social people are now meaningful, identifiable customers that can be understood individually and in aggregate, and responded to automatically or with moderation.

The new Chirpify dashboard provides easier, quicker access to unique data already available within our engagement loyalty platform, as well as your own loyalty and crm databases. The dashboard gives brands an easy way to segment audiences based on campaign, user, geolocation, influence, photos, posts, and more. Once segmented, marketers can choose who to engage, and what to engage them with, whether it’s a contest entry, points delivery, utility response, or other marketing outcomes. In other words, we not only supply you with the data, we give you the tools to do something meaningful with it.

Reporting & ROI

Taking data analysis to the next level, the data collected can then be used to determine ROI. In fact, several Chirpify customers have already used this data to determine that their socially connected loyalty members spend significantly more than those that are not connected via the Chirpify platform. One retailer told us that they learned from data analytics that connected members buy twice as frequently as non-connected members. And, a hotelier told us, “With analysis we have found that connected members, in a given year, spent 75% more than the average member. They also had 2X more purchases than the average member in the same time period.” View independ

Independent ROI Studies

Independent ROI studies conducted by our enterprise retail and hotel customers found that their socially connected loyalty members (connected via Chirpify) had the following data points vs non-connected members. To find out more, download the ROI study.

Retail

Have a higher NPS score (79% vs 73%)

Have a higher trust in the brand (65% vs 60%)

Spend more with the brand (35% vs 22%)

Mark the brand as #1 in preference vs competitors (62% vs 57%)

Hospitality

Spend 75% more

2X more bookings in the same time period

You can slice and dice demographic and social data to see who is buying what in response to which campaign. More importantly, you can proactively address the buying preferences and concerns of your current and future customers.

This information is also available for download in CSV format for custom analysis and what-if scenarios. Of course, the Chirpify services team is always available to assist with report creation, making sure you are focusing on data pertinent to your business.

Take control of your customer data and make a positive impact on your business. Contact us today.

Brands Focus on Digital for #BackToSchool

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One of the biggest shopping “holidays” every year is back to school shopping. With hundreds of thousands of families flooding into stores and browse online, this gives major retail players the opportunity to significantly boost sales. This year, these brands took to social media to help leverage and generate buzz towards their individual back to school shopping sales. With retail brands such as Walmart, Kohls, Macys and various others launching campaigns at the same time, one of them must have emerged as the “winner” of the shopping season. 

Determining the criteria for the winner is where the debate begins.

In an article published on Social Times, they offered various different analytics to determine the rank and success of each retail brand during the back to school shopping season. These major analytics included brand mentions, response rates, and posts with the highest engagements. It stopped at engagement. All of these retail brand’s campaigns generated a combined 963,542 mentions and yet, there is no indication of how many of those led to direct conversion or revenue. The highest engaged post by a long shot was a post by JCPenney and was consequently a post regarding a 25% discount on online— with a combined 24,233 engagements.

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Do we know how many of those users actually capitalized that deal? With such a focus on digital, is anyone paying attention to the bottom line?

Chirpify’s platform provides brands with the tool to assess this area. While engagement will always be important, conversion rate is even more essential as it reveals how many consumers (plus a detailed profile of these consumers) are actually capitalizing on the post. As with the example of the highest engaged post, Chirpify’s platform would have allowed JC Penney to asses and capitalize on the 25,000+ of consumer’s engaging & actually using the promo code.

Although many brands are focusing heavily on social and mobile for #BackToSchool campaigns and are willing to spend more digital ad dollars, they will have to become more accountable with return. With no valuable data on ROI or conversion, it is difficult to crown any retail brand the true social media champion.

Read more about how CPG brands are preparing for the holiday season here.

Actiontags: The Next Wave of Call-To-Actions

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We recently read an article where B2C author defines a call-to-action as a “button, banner or some type of graphic or text meant to encourage a user to click.”

To extend on this marketing practice that can be seen across various channels (TV, social, emails) we see this strategy as a motivation tool for consumers. This practice creates a sense of urgency by the brand when they use action words in the advertisement – but how do you know if the consumer is following through? What do you have to offer for a consumer to take action on your ask?

The tips in this article “Calls-To-Action: What Are They” list out design elements like white space, strong font and bold design. However, the bigger question brands and businesses need to ask is “How and why will the user take action?” 

One tip that specifically stood out amongst the suggestions was “copy to get people to act.” Strategic wording needs to be carefully selected to generate an immediate action from consumers. With call-to-actions, sometimes less is more. Brevity is key as it is possible to lose the consumer’s interest with long and descriptive copy. Instead, one word actions like “buy” or “donate” can successfully capture a consumer’s interest. In the world of social media, a marketer may have as little as 140 characters to inspire the call-to-action so using concise wording becomes even more important.

Chirpify has helped pioneer call-to-actions into the field of social media- a platform consumers are comfortable with and have access to from their mobile devices. We have been able to further simplify call-to-actions beyond buttons and banners with Actiontags. By utilizing an Actiontag, consumers are able to perform the call to action by simply retweeting or using the specific hashtags from advertisements they see anywhere. Actiontags also plays into the idea brevity by using one word hashtags such as #buy or #enter. Using those call-to-actions generates an immediate response from brands on a select social channel. These practices can also be implemented into previously uncharted marketing territory. Brands are able to enable these call-to-actions from social into marketing channels such as billboards, TV and even in-venue events.

Learn more by listening to our recorded webinar on cross-channel conversion opportunities (using CTAs!) here.

Why Facebook & Twitter are Entering the World of Online Commerce

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Consumers today value simplicity and convenience. Social media has significantly contributed to this by simplifying information to as little as 140 characters and allowing users to filter what information they receive, whenever they want. Social has also created a more interactive platform for consumers. It is norm for users to share, retweet, comment, like, as well as various others activities on a daily basis. Twitter and Facebook are trying to take simplicity and convenience to the next level by enabling their platforms to be centralized locations for online commerce. These two social media giants are working towards making the word “buy” a social media norm along with the rest of the standard activities – something that is very meaningful to us here at Chirpify.

AdvertisingAge recently published an article which highlights the moves that both Facebook and Twitter are making to enter the online commerce space. Facebook released the “buy” button, which allows consumers to purchase products by simply clicking a button on an advertisement or original post. Techcrunch further explains that the entire purchase flow will occur completely on Facebook. Personal and credit card information can be stored on Facebook to eliminate even further online purchase time. However Chief Operating Officer Sheryl Sandberg emphasized the aim is to streamline the transaction process for sellers, and not for Facebook to become a seller itself.

In a counter move, Twitter acquired CardSpring, a payment startup that allows developers to write application systems for payment systems. 

image With these two major moves, one has to wonder the motivation behind these investments. It brings us back to the idea of simplicity and convenience. Consumers seek frictionless commerce. To further expand on this idea, lets map out a traditional online purchase. You may see an advertisement online for a new line of product, click that advertisement, search the website for the correct product, add it to your basket, input multiple pages of personal information and finally you have made your purchase. With these new solutions, it significantly cuts down that friction. You simply click one button, potentially enter in some personal information (if you are a first time user that is) and the purchase is complete.

Chirpify has been enabling that simplicity and convenience for major brands across multiple industries. We understand that consumers want activities completed as quickly as possible and our Actiontags have worked to accomplish this. We have been able to harness this understanding and expand across multiple marketing channels such as billboards, TV and in-venue. We have already been able to see huge successes for both commerce and attribution for our clients using Actiontags and we are happy the rest of the industry is making moves to allow consumers to engage seamlessly. If you are interested in learning more about how we are using social media for cross channel promotion, join us for our upcoming webinar by registering here

 

Hashtags: The True Star of a Campaign

Recently, fashionista.com published an article, “Calvin Klien’s Fall Campaign Stars Lara Stone and a Hashtag,” that focuses on the brands use of hashtags for their new fall line. #MyCalvins, will be featured on various forms of media such as print, digital, in-store and outdoor advertisements. While the hashtag has already engaged 6 million fans, it is easy to see the strategy is working- but is it succeeding? It comes down to converting consumers who engage and measuring ROI from those consumers. This is accomplished by shifting more focus to the true star of the ad (with no offense to Lottie Moss of course), the hashtag.

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Problem:

While the hashtag reached 200 million fans in 23 countries since it’s launch, it’s productivity ends at conversation. What incentive does Calvin Klein provide for consumers to post photos (especially in their underwear!) and use the hashtag? For the consumer that engages with the hashtag, how is that data used to measure performance? These answers can be found when major brands shift focus from conversation to conversion.

Solution:

If hashtags are the glue that hold marketing together, Chirpify is focused on turning that glue into concrete and giving it utility. This is accomplished through activating hashtags (Actiontags) for cross-channel promotions. Actiontags allow brands to provide consumer incentive for using the campaign hashtag. When consumer’s participate in those Actiontags, brands are able to see a tangible ROI and conversion rate from their campaign. Success can be achieved across media platforms such as billboards, TV, and even In-Venue.

The Calvin Klein #MyCalvins campaign has been a clear success but it has the potential to be taken to a whole new level with Actiontags. By giving a user to participate beyond just a conversation but in a business conversion, both the user and brand benefit from seamless access and data collection.

To see how innovative brands have utilized this method and learn more about how to use social media for cross-channel promotion, register for our webinar here.

Measure Television Media ROI Using Social Media

In case you missed part one of this three part series, we discussed how to use social as a point of conversion from traditional media placements. We’ve already covered how this works for billboards placements and today we are going to talk about television conversion.

Many people have discussed the connection between TV and social media. Unfortunately,  those discussions have been limited to engagement, not actual conversion. We’ve learned with several different clients that giving viewers a yes button on a TV (Actiontags) allows traditional media offers to be claimed and amplified by viewers within social media. Actiontags allow brands to display a call to action on any media (TV, billboards, print, in venue) giving consumers the ability to respond to the message instantly on social. When consumers utilize this call to action, they can continue down the conversion funnel to their desired end result.

Some of our clients are utilizing this feature for several different programs on traditional media including sampling and sweepstakes:

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As the PGA Byron Nelson Championship aired on television, TaylorMade promoted their Actiontag sweepstakes for their newest product, The SLDR S golf club. The Actiontag sweepstakes was aired live during the CBS Broadcast. Users who saw the call-to-action during the PGA broadcast on CBS could enter the sweepstakes to win a SLDRs or trip to the US Open by posting two branded hashtags on social.

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For the first time ever, OREO launched a product sampling campaign by featuring an Actiontag in a prime-time TV commercial. It offered customers first access to a new product flavor by adding the hashtag #SendMeOreo at the end of the TV spot, which aired during the 2014 Grammys.

By activating a TV commercial within social media using Actiontags, Oreo was able to amplify their message within an online channel, reward engaged viewers and distribute product to those who have shown intent.

By adding a conversion component to hashtags that we see on TV today, brands can expand their reach and ultimately learn about their most engaged consumers- within a whole new, noisy and social channel.

Stay tuned for our final piece on how Chirpify helps connect the dots between in-venue advertising and converting consumers in social.

We will be hosting a webinar on August 14th at 11am “Leveraging Social Media for  Cross-Channel Marketing Conversion.” Read more and join us by visiting our Channel here.

Forever 21 Activates Holiday Commerce Promotion

Why I Chose Chirpify

Hi. I’m Heath.

I recently relocated from Chicago (by way of San Francisco and Oklahoma) to join the Chirpify team here in Portland, OR. I’ve had quite a few friends, family members and Chirpify users ask me why I’d move 2,200 miles to join a new startup, so I figured I’d address just that.

I do a majority of my shopping online but have never been satisfied with the actual process of making the purchase. You see a product on Twitter, Facebook, Fab, Amazon, etc and you are forced to undergo numerous steps- Click the link (or “Add to Cart” button), Sign In (or if you’re a n00b, sign up for an even more excruciating experience), Edit your shipping information, Enter your payment information, Confirm order is correct, Place order.

Each step along the way, a little seed of doubt grows larger and larger in my brain. Should I buy this now or wait? Should I look around to find it elsewhere? What if it makes me look fat?

This is what we call friction. In most cases, other than physics, friction is not good. It creates the opportunity for me to question myself, lose interest and ultimately makes me feel as if I’m spending too much time on one task. It creates drop-off. Anything that limits conversions is friction and that is bad.

So, naturally, when I found Chirpify I was delighted to find that my online commerce experience(both as a seller and buyer) would be frictionless. The ability to create an account by connecting my Twitter and Paypal. The ability to purchase the items I want with one-step. The decentralization of commerce.

That’s why I chose Chirpify.

Having worked in social media for the past few years, I’ve always felt like there’s a disconnect between buying a product and connecting with a brand. In the brick-and-mortar days, that disconnect didn’t exist. You stepped into a store, picked out your item, walked to the cash register and most likely engaged in some sort of conversation with the individual working there, whether trivial or not. With traditional eCommerce, you had none of that- just a few added steps along the way.

Chirpify’s conversational commerce does a terrific job of bridging that relational gap. It allows users the power to purchase a product by conversing with the brand. Likewise, it gives brands the ability to converse more deeply with that individual.

The ability to purchase directly in Twitter, where I’m already spending my time. The ability to connect more profoundly with the things I care about. The ability to share what I love with those that I love.

That’s why I chose Chirpify.

Simply put, I wasn’t satisfied with the status quo. I hated the friction. The laborious processes frustrated me. I missed out on the connection. Fortunately for me, Chirpify has remedied that.