Riding the youth wave, Quiksilver stokes the loyalty program
Choosing the right channel is often the most effective way to recruit new members. Quiksilver, a clothing, accessories and related products company with an active lifestye and board riding heritage, has a strong appeal to a youth market most likely to use mobile phones in new ways.MORE’s solution to combine the web, SMS and mobile web, hit the spot.
The challenge
In February 2007 Quiksilver in Finland launched a customer program called “Family Service” to build relationships with consumers interested in Quiksilver products. The Family Service informs members about new products, benefits, happenings and VIP offers over email. Quiksilver wanted to find a solution for how best to recruit new members to the loyalty program.
The solution
More Mobile Relations has created a recruitment solution combining a range of media, namely the web, SMS and mobile web. Flyers about the Family Service were distributed in Quiksilver shops where consumers are encouraged and instructed to either sign in on the Quiksilver web site or to send an SMS. In addition, the Family Service was advertised on various mobile sites with clickable mobile banners.
The flyer instructed consumers to go to a web address and submit his/her email address or send the SMS message QUIKSILVER with his/her email address to 16146. The clickable mobile banners led to a mobile web page instructing consumers to submit his/her email address. The web and SMS recruitment channel was active for 30 weeks and the mobile banner campaign lasted 10 weeks.
Results
The three-pronged media program proved to be a successful in sending the message about the Family Service to customers, but also in providing ways for customers to respond:
- Quiksilver got 57 % of the new opt-ins through web registrations.
- The rest of the opt-ins were divided pretty evenly: 21 % of the new members used SMS and 22 % of the new members discovered the offering while surfing on mobile web. They clicked the banner and registered in the loyalty program
“We have found the mobile to be an effective channel for recruiting customers to our VIP customer management programs”.
Mikko Soininen, Managing Director Quiksilver
The mobile web turned out to be as effective a recruitment channel as a combination of a flyer and SMS, although the mobile web was used only one third of the entire campaign time.
About Quiksilver
Quiksilver designs, produces and distributes clothing, accessories and related products for young-minded people and develops brands that represent a casual lifestyle-driven from its boardriding heritage. Quiksilver’s authenticity is evident in its innovative products, events and retail environments across the globe. Quiksilver’s products are sold throughout the world, primarily in surf shops, skate shops and other specialty stores that provide authentic retail experience for customers.
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