SUC C ESS T I PS

To Customer
Engagement
And Loyatly In
Millennial's Era
By
Presentation
Overview
TOD A Y'S D IS CUSSION

• Bio Annisa Kinanti

• Who Is Millennial
• How Do They Have (Buying, Loyal
To Brand)
• How Brands Do Loyalty
• How You Should Do
• How Prezent Can Help You To Do It
• How Prezent Works
 Annisa Kinanti, S.Sos., MM.
EDUCATION:
Public Relations - Al-Azhar University

Management Communication - Trisakti

University
CAREER:
Buminawa Digital Media
Head of Digital Communication

Ogilvy Public Relations

Account Manager
PREZENT DIGITAL VOUCHER
Senior Manager
WH O IS MIL L EN NIALS?
Who is Born between 1980 - 2000
Source: Goldman Sachs Global
Millenials? Investment Research

•S I X T H E M E S F O R M I L L E N I A L S
• Treat me like I'm a partner, not just a
purchaser.
• Give me products that fit ME.
• Connections are important to me.
• I'm insecure about today, but
optimistic about tomorrow.
• I want to make difference.
• My life is an adventure.
 MILLE N NI AL S A RE

2.5X MORE LIKELY TO BE

ANEARLY ADOPTER OF
TECHNOLOGYTHAN OTHER
GENERATIONS
Millennials are known as content creator and users

46% of millenials post originalphotos or video online that they themselves

have created.

Useful is the new cool. Millennials value brands that enhance their lives. New
tech must serve a purpose in order be considered “COOL”.

Millennials are the biggest instigatorsand influencers of market trends -

millennials 2,5 kali lebih mungkin menjadi pengadopsi awaltren digital, sosial
dan seluler.

Millennials seek peer affirmation Expanded social networks

(not just social media) have widened the net and millennials today are
more likely to crowd source information and ask friends for
opinions before making any purchase decision.
Millennials fuel the experience

economy There is a new paradigm

that exists for organizations today

and it is rooted in co-creation, co-
participation and experience

innovation. As millennials have

greater access to brands today,

they expect more consumer

control of the brand and their own

customer journeys and

experiences.
How Do They Behave
(Buying, Loyal To
Brand)
 Almost 50% of Millennials
would be more willing to
make a purchase from the
brand / product if their
purchase SUPPORT A CAUSE

80%OF MILLENNIALS 40%WANT TO

PARTICIPATE INCO-CREATION OF
WANT BRANDS TO
PRODUCTS AND BRANDS
ENTERTAIN THEM
(CONTOHNYA BRAND ADIDAS/
(CONTOHNYA DENGAN NIKE / LEGO YANG
CUSTOMER REWARD BERKOLABORASI DESIGN DENGAN
DLL) CUSTOMERNYA. ATAU CHITATO
70% Feel A Responsibility To Share Feedback With Companies
After Good Or Bad Experience.

Kesimpulan: Brand yang selalu berkembang, tidak pernah

selesai berevolusi. Akan meningkatkan interest dan engagement
secara terus menerus dari generasi millenials dan generasi
selanjutnya.
Contohnya Apple.
How Brands
Do Loyalty

Yang Sukses dan Yang Tidak Sukses,

Case Studies.
80 percent of Millennials already participate in loyalty and rewards programs,
however, they have the latitude to choose and participate in programs that work
best for their lifestyles.

Millennials may be the most brand-loyal generation, but it is imperative to note

that Millennial loyalty is highly selective and they lean away from the traditional
punch-card programs based on the number of visits to a store that have long been
a staple loyalty program.

They want loyalty programs that transcend the transaction, genuine experiences,
customer engagement and convenience.
1. Experiences
Take Starbucks, for example.
The company’s Starbucks Rewards program
speaks to the Millennial mindset. Forgoing
traditional transactional loyalty metrics,
Starbucks engages shoppers with music
downloads, games, a ‘stars’ system and the
occasional free coffee. The program welcomes
Millennial customers to Starbucks, and the
program encourages frequent, high-value
purchases. One of the perks of being a Starbucks
Rewards member is receiving exclusive deals and
notice of seasonal products like the favorite
Pumpkin Spice Latte. Of course, brands can
approach experience-focused programs in a
number of ways, such as offering customers free
shipping, skipping a checkout line, early access to
a sale or the ability to view products before other
customers.
Convenience

While Millennials rely on technology to

streamline their lives, they expect digital

solutions to augment their experiences, not

take away from them. This means that brands

must develop loyalty programs that are user

friendly and easy to navigate across all

channels—whether that’s on a laptop, a tablet,

or chief among them all, a mobile device. 45%

of Millennials access coupons via email on

mobile devices, and 63% are more likely to buy

something if they receive a coupon on their

mobile device while near a store.

How You Should Do
(Tips)
Tips WHAT INSPIRES
MILLENNIALS TO BUY AND
WHAT DRIVES THEIR
BRAND ENGAGEMENT?
As many ad 84 percent of millenials
also report that user-generated content
on a company's website can influence
what they buy.
Millennials are often willing to promote
products or service on social media in
exchange for rewards. (Quiz/Games)
Here is a lot of things to consider when
creating marketing content fo millennials
Let Them Experience
Your Brand On Their
Terms
Millennials want to choose how they’re spending
time with your brand. You should, therefore,
create new opportunities that allow them to
experience your brand on their own terms.
Millennials aren’t interested in receiving brand
messages that they’re not seeking out
themselves.
Make your content clear
AND W ELL - STRU CTU RED
For example, you can check Grammarly and

Handmade Writing. In fact, 90 percent of

search engine users haven’t made up their

mind about a specific brand before they start

their search. User-generated content, in

particular, is a fast and cost-effective way to

increase your conversion rates.

Create visual content
Feature user-generated contentThe
authenticity that’s part and parcel with
user-generated content makes it far
more credible than traditionally branded
content of the highly promotional
variety. According to Curalate, 69% of
the top three photos shared by brands
on Instagram came from fans.
 Create Shareable
Stuff
Some say social is the new SEO. Clearly,

millennials care about their social status and

share their personal information with others.

Brands should respond by creating a brand

experience that facilitates social sharing. Give

your customers a platform to spread the word
about your brand.
 Make shopping a snap (or
For so manytap) millennials, Instagram has become the most important social channel
influencing products they like and buy. If your brand goes all-in on Instagram, you can
employ tools to turn your Instagram feeds into shoppable galleries. Fans can quickly go from
admiring a post on Instagram to your product page.

Conduct contests and

giveaways
Millennials have demonstrated they love a challenge and respond well to online contests as
well as giveaways. Photo and video contests are especially compelling and motivate
millennials to participate. Make the prize attractive and the contest interesting and you’re
likely to find your millennial customers sharing their entries with their friends and followers.
 Make Shopping a
Snap
For so many millennials, Instagram has
become the most important social channel
influencing products they like and buy. If your
brand goes all-in on Instagram, you can
employ tools to turn your Instagram feeds into
shoppable galleries. Fans can quickly go from
admiring a post on Instagram to your product
page.
 Conduct contests and giveaways
Millennials have demonstrated they love a challenge
and respond well to online contests as well as
giveaways. Photo and video contests are especially
compelling and motivate millennials to participate.
Make the prize attractive and the contest interesting
and you’re likely to find your millennial customers
sharing their entries with their friends and followers.

Respond fast
Millennials will ask questions on social media
channels. And yes, in addition to lavishing praise on
your brand when they’re pleased, they’ll speak up
when they’re not. Your company should be ready to
respond—and fast—to the good, bad and inquisitive.
 Tap Influencers
Getting influencers to plug your brand

has always been a smart way to

speak to the hearts and minds of your

potential buyers. And though

millennials may not be adverse to

celebrity endorsements, they are

notably drawn to authentic, relatable

people. They appreciate the unfiltered

honesty of bloggers, vloggers, and

YouTube personalities.
 A 2014 report on the

impact of millennials

revealed 87% donated

money to an

organization that

supported a cause they

were passionate for.

Create a loyalty program
Forbes: 86% of Millennials join loyalty programs. Another stat read, “60% of millennials said that
they are often or always loyal to brands that they currently purchase."
However, millennials don’t just want traditional punch-card programs. Loyalty programs that win-
over millennials transcend the transaction and deliver genuine experiences, customer
engagement and convenience.

Allow them to rent or

subscribe
Renting is all the rage with millennials. They like to subscribe. As such, more and more
brands are looking at a “user,” not owner, model now.
Think about Zipcar, Airbnb. Spotify. The trend extends into clothing—and just about
everything.
 Present videos
Video is a critical ingredient of

millennial marketing. According to

Animoto, 80 percent of millennials

consider video content when

researching a purchase decision. Also,

Present tasty design
Millennials are visual creatures and, of 76 percent of millennials follow

course, all over today’s many visual brands on YouTube.

platforms. Marketing to them can be as

simple a modernizing the design of your

product or its packaging
The real deal
Not only are millennials the real deal in terms of buying power and sway, the best way to

summarize where they’re coming from is they want the real deal.

Reality. Honesty. Integrity. Meaning. Millennials deflect brand-centric marketing babble in

favor of all things authentic.

I’ll conclude with one of the most simple and succinct ideas I gathered while researching this
post (from a post of millennial marketing tips on Inc.com).

“Be transparent and meet them where they are.”

How Prezent Can Help You Do It
 Our Solution

custome employee incentiv

r engagemen e
loyalty t program
 What Customer
Want

Personal Rewards Mobile interaction

Rewards not only for purchasing but Real-time offers

everytime they interact with the company

Easy way to see loyalty status and redeem Two-way communication

the rewards

Control over experience and

data
Traditioanl Vs
Digital
 Traditional
Customer Loyalty Program
 Traditional
Voucher Weakness

Printing cost Distribution cost Fraud Unmeasureable

risk
 PREZENT Digital Voucher
Benefits

Better Customer Real Transparent Cost Measurabl

Experience Time (Voucher Per e
Generate /
Redeem)
How Prezent Works?
Develop an agile content marketing strategy
To generate a positive response from millennials, you need to focus your marketing efforts
on creating agile content. This type of content enables you to keep up to date with the latest
marketing trends. Make sure to utilize data when you’re developing new content marketing
strategies. You need to think fast and continually revise the content that you release for your
customers.

Focus on authentic, user-generated

content
Cooperation with influencers is one way to do it. When a product or service is being
promoted by a person who is respected among consumers, it has a stronger impact.
DIGITAL MARKET PLACE