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USAFAQs
- Introduction to Mention Me
- Getting started
- Referral marketing
- Reporting
- Resourcing and support
- International requirements
- Partnerships and integrations
Introduction to Mention Me
How does Mention Me work?
Mention Me empowers brands to harness the exponential power of fans through referral.
Our Referral Engineering® approach turns customer advocacy into a high-performance marketing channel. (Not to mention, customers acquired through referral spend 11% more on their first order, return often and are five times more likely to recommend you to others.)
Our platform seamlessly integrates into clients’ websites to serve highly targeted content, engaging customers and nurturing advocacy at every part of the lifecycle.
Brands use our referral programmes to learn about their best customers by gathering and analysing first-party referral data, helping them make data-driven decisions with confidence.
We also have dedicated Client Success Managers on hand to ensure our clients’ programmes are running smoothly, and to help them optimise their referral performance.
But these Referral Experts won’t just look at how your programme is doing in isolation. They’re there to highlight actionable insights that you can use to inform business decisions and maximise results across your entire marketing strategy.
You can read more about how our platform works here.
What kind of brands does Mention Me work with?
We work with B2C brands in sectors from finance, food and fashion, to travel and utilities.
We’ve delivered more than 4.5m referrals totalling USD $1.5bn in revenue for 500+ brands, including Charlotte Tilbury, Farfetch, Nutmeg, Pret a Manger and Puma.
How is Mention Me different to other referral programmes?
Two words: Referral Engineering®. Unlike one-size-fits-all referral widgets, our unique approach and cutting-edge technology equips brands to turn customers into a high-performing marketing channel.
We empower brands to:
- Grow their customer base
Experiment throughout your referral journey, from copy and design to touchpoints and incentives, to discover what resonates with your target audiences. Sophisticated A/B testing by cohort and segmentation capabilities equip you to acquire customers and nurture advocacy based on your unique Referral Dynamics®.
- Drive sustainable revenue
Referred customers typically spend 11% more on their first order, return more often and are 5x more likely to refer onwards than those acquired through other channels. So you can create a cycle of growth that keeps on spinning.
- Gather (and act on) first-party data
Use referral data to enhance performance throughout the customer lifecycle. This includes creating lookalike audiences for paid social that typically uplift social conversion rates by 53%.
- Maintain high performance with minimal resource
Spend just one hour a week on your referral programme to maintain high performance.
All supported by our award-winning Referral Experts, on hand to provide best practice guidance, industry insights and day-to-day campaign management.
- Open a new marketing channel in record time
Go live in 30 days (or less) with the help of our Onboarding team, and see results fast. Mention Me easily integrates with Javascript tags and plugs into all major e-commerce platforms.
How can Mention Me help achieve my business goals?
We’ll create your referral strategy based on your business goals. If, for example, your priority is driving newsletter sign-ups, reducing churn or acquiring new customers, that’s what we’ll tailor your programme to focus on. Plus, our platform’s flexibility means you can easily adapt your programme if your business objectives change.
Once you start gathering data on how to best engage your different customer segments, we’ll help you analyse it to optimise your programme. You can also apply these learnings to improve your wider marketing strategy and keep your customers at the heart of everything you do.
Is Mention Me a good fit for my business?
If you’re a B2C business with satisfied customers and strong monthly order volumes, we’re likely a good fit. Our customer-led growth approach works most effectively for B2C brands with enough monthly orders to achieve statistically significant A/B test results (crucial for optimising your programme).
Getting started
How much does Mention Me cost?
We know you're looking for a figure here, but every business is different.
We’ll provide a platform fee quote based on the package you choose (Acquire or Optimise), your business objectives and forecast.
This includes everything from setting up to design changes, so you won’t have to worry about unexpected costs further down the line.
You can learn more about our packages on our Product page or by talking to our Sales team.
How much work is it to get my referral programme set up?
Our integration is light touch and requires very little development resource on your side — our Referral Experts will do the heavy lifting.
We'll ask your Marketing and/or Development teams to add three tags (plus any extra promotions) into your website for the post-purchase, referee and landing pages. We’ll also ask your development team to add a <div> container into the checkout page to display the ‘Been referred by a friend?’ link.
We can tailor every element of the journey to suit your brand, working alongside your designers. You’ll just need to supply our Client team with your branding guidelines (e.g. logo, fonts, brand colours) and imagery.
How long does it take to go live?
You can launch your new programme in 30 days (or less). We’ll create a timeline based on your specific requirements and the work involved at your kick-off meeting.
Can I integrate Mention Me into my martech stack?
We’re integrated with platforms including Ometria, Klaviyo and Shopify — and our partner network is growing fast. You can find out more on our Partnerships page.
Referral marketing
How does the referral process work?
A referral programme incentivises existing customers (referrers) to introduce your brand to their friends (referees).
When a customer shops with you, you can show them a referral offer. This encourages them to recommend your brand to a friend in exchange for a reward.
So if Susie shares her favourite accessories brand with Sally, who then goes on to buy a pair of their sunglasses, they’ll both be rewarded. And most importantly, the brand will acquire one high-quality new customer and nurture further loyalty from an existing one.
Which referral rewards are most effective?
We currently offer 12 reward types. Learn what best motivates your customers to refer by A/B testing different incentives, and use these insights to optimise your programme. By running strategic A/B tests, you can increase customer acquisition up to 4x in the first 6 months.
We recommend offering a referral incentive that can't be found elsewhere on your site. For instance, your customers are unlikely to share 10% off with friends if new customers can claim 10% off using a code on the homepage.
You can test offers such as a discount vs a free gift, percentage off vs fixed-price discount, or a third-party vs own-brand reward.
How do you fulfil customer incentives?
We can fulfil rewards in a number of ways.
The most common method is giving the customer a unique code to use at checkout. This also enables auto-coupon functionality, which automatically applies the coupon to the basket if the customer shares the offer by name or via a link.
Alternatively, you can show customers where you’ve added referral credit to their account with a coupon link, or link to a dedicated landing page that promotes your referral offer.
Looking for another fulfilment method? Talk to our Sales team.
Do I need to provide single-use coupon/voucher codes?
Ideally, yes. Single-use codes work best for referral programmes.
However, if you can't provide single-use codes, let us know. We’re happy to share some other suggestions.
Can I avoid rewarding existing customers?
Yes. Give us a list of your existing customers (or customers who've ordered within a certain time period), and we'll let them know they're not eligible if they try to redeem an introductory offer.
How can I monitor referrals for fraud?
Our programme makes it easy to monitor referrals and avoid rewarding ineligible customers.
We're also on hand to give you advice and the tools for managing any fraudulent activity.
Which sharing methods work best for referral?
Mention Me offers 10 sharing methods, including email, personalised links, and social channels like Facebook, Twitter, WhatsApp and Instagram.
We also offer our unique Name Share® feature to support everyday brand recommendations, which accounts for 34% of all referrals. Name Share® lets customers tell friends to enter their name at checkout to claim their referral reward — with no need for lengthy codes or links.
While some sharing methods (such as Name Share® and email) tend to perform better than others, A/B testing is key to discovering the best method for your brand. We’ll advise on the best methods to start with, then work with you to test these over time.
All our sharing methods are fully customisable for desktop and mobile. We regularly add new sharing methods, so let us know if you think we're missing any.
How does Name Share® capture recommendations made in everyday conversations?
Our unique Name Share® feature lets customers easily recommend brands in real-life conversations. Across our clients, it drives 34% of all referrals.
How does Mention Me drive customer advocacy?
Our platform equips you to understand and engage with each and every customer, nurturing them into loyal brand advocates who keep coming back.
You can serve highly targeted messages to the right people at the right time, thanks to our sophisticated A/B testing and segmentation capabilities. Our Enhance functionality (included within our Smart Experiment capability) further empowers you to drive the best action at every part of the customer lifecycle — whether that’s buying again, signing up for your newsletter, or giving NPS feedback.
How do you segment customers?
We’ll advise on the best starting point for your segmentation strategy based on your business priorities.
Once you start learning about your customers, we’ll refine this strategy to create advanced segments that drive even better results. You can experiment with every element at every stage of the customer lifecycle, from the homepage to post-purchase, to learn exactly what motivates different customers to take desired actions.
How can I decide which content is most likely to drive action?
We’ll help you decide which messages to test based on factors such as your customer insights, your goals, and what’s worked for similar brands. For example, if you know that app users are more likely to shop again, we’ll explore how you can increase app downloads.
Travel gear brand Db was looking to increase newsletter sign-ups within its referral programme, so it tested and tailored its messaging. As a result, the brand’s email database grew from 30,000 to 185,000 people.
With Enhance (included within our Smart Experiment capability), you can even let customers choose the offer they want — be it referral, a discount on their next order, or signing up to your newsletter. As a result, they’ll be more engaged with your brand, and you’ll have gathered valuable insights to influence your segmentation strategy.
You can then continuously build on these tests and learnings to optimise your referral performance.
Reporting
How important is A/B testing for my referral programme?
A/B testing is crucial to driving value from our platform and running a successful programme.
Most importantly, we offer A/B testing by cohort, which means you can run multiple tests at the same time and continuously learn from the results.
To achieve statistically significant results that will optimise your referral performance, we generally work with brands that generate a strong volume of monthly orders. If you’d like to learn more about this, talk to our Sales team.
How do Mention Me’s testing capabilities differ from other platforms?
Unlike other platforms, we A/B test by cohort. This means you can test multiple variations at the same time to gain insight into how specific elements impact customer behaviour.
Once you’ve determined which customers have a low or high propensity to refer, for example, you can show different messages to these segments to drive action. For the customers you know are keen to share your brand, you can engage them with a referral offer. For those customers who aren’t quite ready to refer yet, you can encourage them to take other action, such as signing up for your newsletter or completing an NPS survey.
We’ll create a strategic testing roadmap based on your business objectives. This empowers you to better understand your customers, make data-led decisions, and drive higher returns from your customer base.
How can I analyse my programme’s performance?
You can find a full breakdown of your referral programme’s performance in our easy-to-use dashboard. This includes your referral funnel, your results from different tests, and in-depth customer insights. Plus, our Referral Experts are on hand to help you analyse this information and use it to optimise your programme for even better results.
What results can I expect?
On average, our precision-engineered referral programmes increase new customer acquisition by 8%. For strategically optimised programmes, this can rise beyond 30%.
Not to mention, referred customers spend an average of 11% more on their first order, have a 2% higher LTV than non-referred customers, and are five times more likely to refer others.
And your referral programme’s impact won’t stop there. Your channel will gather powerful customer insights and first-party referral data, which you can use to amplify performance across your entire martech stack.
We know that every programme is unique, so we’ll work with you to drive the best results for your business.
Resourcing and support
How involved will my customer service team be in running my programme?
If your referral programme uses a coupon code/link mechanism, your customer service team will only need to be involved in some processes.
For example, we automatically fulfil coupon codes, but some customers might ask when they’ll receive their reward. In these cases, your customer service team can use our administration system to check on the status of these purchases and rewards.
We’ll provide customer service training, and our Referral Experts are here to help as needed.
How much support does Mention Me provide its clients?
The level of support you’ll get from us will depend on your package, but one hour a week is enough for every client to maintain high performance. We can tell you more about the best practice guidance, industry insights and day-to-day campaign management you can expect from us during the sales process.
International requirements
Does Mention Me work with international brands?
We work with brands across the globe, and we currently offer 17 language options within our referral programmes. We’ve also got offices in both London and the US.
Partnerships and integrations
How does Mention Me partner with other businesses?
Our fast-growing partner network empowers more brands to think advocacy-first while using first-party referral data to drive more value from their marketing strategy.
On the tech side, we count SAP, Emarsys, Klaviyo, Shopify, Trustpilot and Feefo among our partners. On the agency side, our partners include OMD, Astound, Nest, Swanky, PAASE Digital, Genie Goals, MediaVision and more.
Find out more on our Partnerships page.
How can I become a Mention Me partner?
We’re always looking to add tech and agency partners to our rapidly-expanding network. Speak with our Partnerships team to find out more about partnering with us.
To learn more about our Partner programme, visit our Partnerships page.
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