2. Fishbowl Cocktail Facts 10 years old, 130+ employees- Alexandria, VA based The leading provider of on-demand marketing software and services to the restaurant industry Serving over 40,000 restaurant locations Managing an opt-in member database of over 50 million guests More than 1.5 billion email messages distributed annually Technology and services designed specifically for the restaurant industry Chosen partner of leading organizations in the restaurant industry…
3. Agenda Why Email? Successful Email Program How to Build Your Email List 1 In Store 2 Viral 3 Online/Social Media 4 Mobile 5 What’s Next? Tracking & Measuring Results
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6. Key to a Successful Email Program How do you find new customers? Where do you focus your marketing budget? 5
7. ROI Increases with Email List Growth More members more opens more traffic greater ROI. Email database size benchmarks by restaurant category*: Growing your audience can result in 2 to 4 times greater returns than average. *Data as of December 2010, rounded to the nearest 100 6
8. Customer Lifetime Value What is the value of a new member to your restaurant? Restaurant Metrics: $15 Check Average, $5 discount on welcome or birthday offer Customer Life: 4 year customer life (based on 2% churn per month), 10% redemption of a discounted offer each year, 10% visit once additionally at full price each year Value of a Known Guest: Assume that check average is 20% higher on e-club members – known guests are more valuable to you than unknown guests, and provide you the ability to market to them over and over again 7
9. Leaky Bucket Problem All restaurants experience a regular churn rate on their email program: A strong growth strategy is critical in order to overcome regular list churn and keep your program producing positive results. Your email database mirrors what occurs in your restaurant. In order to grow your customer base, you need to replace lost subscribers in addition to finding new subscribers.
24. Encourage Family’s to Join Grow your member database while increasing brand impressions Control messaging directed at children Target members sharing a single email address Build Database while increasing family frequency Gain access to all Family members – even those without an email address
32. Turn Your Customers into Promoters Social Sharing Links: A simple click of the Facebook sharing button, inserted into your restaurant’s emails, and recipients can promote your restaurant’s messages to their friends across the Facebook network. The average social media user has nearly 200 friends with which to share your restaurant’s messages Facebook Stats: The average Facebook user has 120 “friends,” and their communications pack the power of a personal referral – not advertising clutter.
33. Connecting Facebook Leverage a Facebook Fan-Gate to increase your Facebook fan club Add a tab to your Facebook fan page to capture new “likes” Provide an offer to your fans upon “liking” your page Drive new members to view & “like” your page via Facebook display advertising, on a pay-for-performance basis Recover lost subscribers Clean & update your email database with current contact information Reconnect with lost customers 19
34. Multi-Channel Promotions 2010 Campaign drove 313,764 offline and 171,563 online opt-ins for the new “Denny’s Rewards” Program. More than nine times the total 50,816 guest registrations gained via the 2009 campaign.
35. Target Your Best Guests Integrate your email program with local online reservation solutions to increase recognition, results, measurability “Click here to book your birthday dinner—and gift from us” Create other promotions for holidays, slow dayparts Seamless software integration with “Reserve Now” button
36. 4. How to Build your List- Mobile 57% of US consumers own a smart phone device, capable of receiving email on the go
37. Mobile Opt-In According to the Mobile Marketing Association, nearly 60% of mobile web consumers use their devices for shopping. Be it the explosion of app-capable smartphones, growing usage of QRcodes, or the millions of tablets hitting the market, mobile buying is making its mark this quarter
42. Connecting the dots Key takeaway is to embrace how you track if the new guest returns for that second or third visit. Ensure this by encouraging the guest who redeems the flash-buy offer to sign up for your email club, so you can track if they engage your restaurant through your email offers.
49. All-In Per Store ROI Assumptions: Table-service, $16 PPA x 2.5 guests = $ 40 average check per table 2,000 list members per store; 3 loyalty gifts (Welcome/Anniversary, B-day, Survey) $ 9 avg. discount, 10% average redemption, 40% direct costs, 20% cannibalization per store, full year:loyalty gifts only +1 visit/yr loyalty gift redemptions 600 600 additional undiscounted visits 02,000 total “program” visits 600 2,600 (x) check average = Added Sales $ 24,000 $ 104,000 (-) 20% cannibalization on offers (4,800) (4,800) (=) Net incremental sales $ 19,200 $ 99,200 (-) All discounts (600 x $ 9) (5,400) (5,400) (-) 40% direct costs (on incremental sales) (7,680)(39,680) (=) Added Profit before program costs$ 6,120 $ 54,120
51. THANK YOU! Twitter.com/fishbowljoe Facebook.com/fishbowljoe jgabriel@fishbowl.com Stop by Booth #1555for more info Show Special- FREE Custom Template
Editor's Notes
Mobile23% of all mobile phones are smartphones and this is growingEmail97% if US households use email 66% of marketers are integrating social and emailSocialMost companies use Social for Brand awarenessBut you also can use it for:behavior trackingData acquisitionMulti-channel engagementContent distributionDrive sales
In your plan you will need to decide where you would like Vouchers to live and how they are going to be accounted for from that channel.I find that email is the best way because it is setting the expectation of what they are going to receive so they will subscribe.It is an incentive to open the closed loop that Social Media is plus customers like consistency but a surprise every once and a whileYou want to control the database! It is yours!Use the Social Sphere should be used for opening the doors (customer service, events, continued engagement)Listen and ask your customers in the social sphere to help plan your voucher program.
Mobile incentives provides event meet-up and social opportunities to create and relationship marketing that we are looking for.
Mobile incentives provides event meet-up and social opportunities to create and relationship marketing that we are looking for.
