How to Personalize Your Customers’ Experiences

Auren Hoffmanauren.hoffman@rapleaf.com

Web Conference Agenda

• Rapleaf Overview

• What is Personalization?

• Personalization 101

• The Power of Personalization

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About Rapleaf

Quick Facts

• 400+ million people

• Data on 1.1+ billion email addresses

• 52+ billion friend connections

Rapleaf helps companies personalize customer interactions through deeper customer insight.

Headquarters: San Francisco

Satellite Offices: Chicago New York

Mommy blogger

I like NASCAR

Influencer alert!

I like cats

About Rapleaf

Personalization 101: Who are Your Customers

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Email or Postal Address

Deep Insight into your

customers

• Lifestyle: income, presence of children, occupation, home ownership, more

• Social: influencers, activity, more

• Demographics: age, gender, location, more

• Interests: pets, sports, luxury items, charities, smartphone owner, new car buyer, more

What Is Personalization?

• Creating a unique experience for every customer based on individual demographics, interests, and characteristics

• Making them feel like they are a top priority: treat them like a valued customer, not a number

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Know Your Customers

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• Engage with the right customers in an effective way to keep them happy

• Give customers a better experience

Personalize Offers For Every Customer

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• Use interest segment data to personalize offers effectively to people based on individuals’ interests, demographics, and more.

• Increase your purchasing power by sending them deals they are more likely to buy.

Know Your Influencers

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• Use influencer data to find your most social customers online.

• Engage people who you know will give viral buzz

• Influencers help you spread thethe word

• Offer private sales, product updates, coupons to passalong to friends, higher customer service

Effective Segmentation

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• Understand your customer

• Segment offers

• Send the right products to the right people

Case Study: Major U.S. Airline

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Data: used social graph data to find top 3 cities where a customer’s friends lived

Action: Sent relevant travel offers personalized to their customer’s social lifestyle

Result: Large uptick in ticket sales to test group during traditionally quiet weekends

Case Study: Daily Deal Site

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Data: Used age, gender, income data to segment offers

Action: Better targeted offers

Result: Company was able to create more relevant offers which led to significant increase in conversions.

Case Study: Big Clothing Retailer

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Data: Found influential customers in NYC, LA, and SF markets, one month before launch of new clothing line

Action: Gave early product look to influencers (and gave them higher level of customer service)

Result: Massive viral buzz leading up to launch of jean line. Total blow-out.

Case Study: Direct Mail Fundraising

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Data: Political campaign segmented postal list based on likelihood to respond

Action: Sent direct mail fundraising appeal only to people who had high likelihood of responding

Result: 210% greater ROI, and 121% greater monetary donation than un-segmented control group

Rapleaf’s Commitment to Privacy

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• Rapleaf is strongly committed to privacy and safeguarding every consumer’s information

• Working with only the most reputable customers

• Simple opt-out

• Choice: ability to view, delete (and soon) change information

• Safe personalization

Want to Learn More?

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Click for additional info or set up your free API trial:

http://www.rapleaf.com/developers/api_overview

Thank you! Questions?

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Auren Hoffman (@auren)

auren.hoffman@rapleaf.com

Rapleaf (@rapleaf)

667 Mission St

San Francisco, CA 94105

www.rapleaf.com

info@rapleaf.com

415-886-7270

We’re hiring … http://www.rapleaf.com/careers