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Needs

Retailer wants to communicate to their app members about the bonus that will expire in the coming 30 days. That is desired such that:

  1. app members get to know they may lose bonus soon, and
  2. app members have the chance to go use that bonus by purchasing in the store before the expiration date.

Use feeds to communicate, with a message such as "Hey! in the next 30 days you may lose {bonus amount to expire}EUR of your bonus. Bonus expires daily, so check your current bonus and go spend it before it goes away. Happy shopping!". Bonus amount to expire is specific for each member.

Be able to schedule how often the communications should be done: configure frequency, switch on/off.

Feed information is static: once sent to the customer the amount is not recalculated and updated if the customers use part of bonus, or deleted if customers used it all.

How to use as Marketing Admin

Short version

Use an Orchestration Campaign to segment customers and trigger feed communication to them to inform about their bonus about to expire.
To check and communicate regularly, set this Orchestration campaign to run regularly at the desired intervals.

Step by step

  1. Create an Orchestration Campaign

  2. Segment the customers: use Segment block to segment the customers having their Bonus Amount to Expire value over a specific threshold, e.g. 10EUR; we do that in order to communicate only to users who stand to lose a sizeable amount and could actually benefit from going to the shop to spend it; image.png

  3. Enrich details: Get more details about the customers so we can use them in the personalized communication.
    Use Enrich block to add 'Bonus Amount to Expire' attribute to our segmentation result; the Segment block together with the Enrich block will then yield the list of Customers and the added attribute 'Bonus Amount to Expire', which we can further use in the feed communication; image.png

  4. Create communication activity: Connect a Feed activity in the campaign and design its content.
    Configure the feed's content, such as "Hey! in the next 30 days you may lose {bonus amount to expire}EUR of your bonus." In the feed bottom/top message type "{" (curly brackets) to start using the customer attributes you exposed at previous step (enrichment). Items.png

  5. Test and execute
    During the first test runs, we recommend to initially set "Publish on Execute" to off within the Feed configuration; this will allow you to verify within Admin Tool the Feed activity created before publishing it to the app. image.png

  6. Run campaign regularly

For more detailed step-by-step guide, please refer to page How to trigger personalized feeds.

Other business rules

  • Bonus amount to expire is calculated every night automatically, then any campaigns running in Orchestration will can use that data.
  • Bonus amount to expire is calculated for each customer for the next 30 days.
  • If a change is needed for the above rules, please raise that request to Lobyco as these are not modify-able via Admin Tool currently and instead require developer help.