Join host Matt Edmundson on the Ecommerce Podcast as he chats with Phil Carr from Upzelo about revolutionising ecommerce through innovative referral strategies and customer retention. Discover how Upzelo is transforming the way businesses engage with customers using cutting-edge technology.

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Timestamps:

0:00 Intro

1:27 Phil Carr's Background

3:25 Sub Summit Experience

5:08 Introduction to Upzelo

9:17 Naming Challenges and Solutions

13:31 Referrals and Retention Strategies

19:42 Improving User Experience in Referrals

25:05 Wallet Pass Technology

31:29 User Journey with Wallet Pass

39:58 Strategic Use of Wallet Pass

47:19 Behaviour and Lifestyle Loyalty

54:08 Future of Retention and Loyalty

55:12 Matt's Question for Social Media

56:14 Connecting with Phil Carr

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Key Takeaways:

1. Simplify the Referral Process: Phil highlights the importance of making the referral process seamless and frictionless. By integrating referral systems into smartphone wallet passes, businesses can enhance user experience and increase referral rates. This approach eliminates the cumbersome steps of traditional referral methods, making it easier for customers to share and for businesses to track referrals.

2. Leverage Technology for Customer Engagement: Phil discusses the potential of using wallet passes not just for referrals but as a dynamic marketing channel. By sending push notifications and updating pass details, businesses can maintain ongoing engagement with customers. This strategy allows for personalised marketing, such as exclusive offers or reminders, directly on the customer's device, enhancing customer loyalty and retention.

3. Innovative Loyalty Programs: Phil suggests moving beyond traditional points-based loyalty systems to more creative and meaningful customer engagement strategies. By rewarding customers for eco-friendly choices or lifestyle activities, businesses can align their brand with customer values and encourage positive behaviours. This approach not only strengthens customer loyalty but also enhances the brand's image and social responsibility.

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