Offer

Overview

The Offer program provides a way to boost your connection with existing customers by encouraging them to take actions that matter to your brand. If you know your best customers try new product offerings, use your mobile app, or leave ratings and reviews, then why not encourage the rest of your customers to do the same? Targeting an Offer program to customers who have engaged with your brand is a great way to get them to take the “next step” and feel appreciated for driving meaningful outcomes for your business.

Outcomes are essential points of the customer journey that indicate that someone is a healthy, engaged customer with the potential for a high CLTV, such as:

• Engagement: Download the app, visit a branch, connect a bank account, upload prescriptions, be on time for a reservation
• Transaction: Make a trade, subscribe to a service, cross-selling
• Advocacy: Write a review, rate a product, share a video

A successful Offer program typically targets a well-defined group of people who are likely to achieve the outcome, provides a meaningful incentive, and operates for a limited time.

Marketing

Marketing determines what percentage of your target audience will achieve your desired outcome. The Offer program features a customizable email template designed for promotional purposes. The template includes essential content to explain the action you’d like them to complete and the reward they’ll receive. A call-to-action button will direct participants to the location where they can complete the outcome.

You can use our Audience Discovery feature to identify the group of people you want to target with your offer—either by uploading a list or selecting from our Dynamic Audiences. Once you’ve defined your participants, you can then use our Email Audience tool to promote to them with just a few easy clicks.

Participant Journey

Customers targeted by your Offer program will receive your promotional email. The email contains information about the offer and instructions on how to participate and get rewarded. Participants can tap on the CTA within the email and go to whatever destination you’ve chosen. This is ideally the location where they can complete the outcome, like an app download screen, a subscription management page, or a product review form.

Once a customer has completed the offer objective, they will receive another email with their reward. This email features suitable messaging that confirms their offer completion, along with a coupon code, gift card, or other type of reward.

Rules and Rewarding

To participate, individuals must belong to the designated audience—those who received the promotional email. Participants will get a congratulatory email containing their reward after completing the outcome you’ve specified. You can provide Extole with coupon codes, fund gift cards, or set up a similar type of reward. Extole will track your participants’ events and can administer the rewards once earned.

Extole can also track rewards earned and provide the information to an external system via API or file. For example, rewards can be earned in Extole and provided back to your company for processing and application.

Performance and Data

Extole performance dashboards provide you with a clear view of how your Offer program and promotional strategy are performing. On the program dashboard, you’ll be able to see:

• Promotion email opened
• Promotion click-throughs
• Outcomes
• Rewards earned

Our Reports also give you full access to your program data and allow you to gain deeper insights into your participants and overall performance. For example, you could run an Email Stats report to assess the performance of your promotional email.