FAQs

A referral campaign 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 — anything from a discount on their next purchase, to a competition entry or free gift.

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.

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 by up to 4x in the first 6 months.

We recommend offering a referral incentive that can't be found anywhere else 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, a percentage off vs a fixed-price discount, or a third-party vs own-brand reward. 

We can fulfil rewards in a number of ways, depending on the incentives you choose.

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 (powered by our unique Name Share® functionality) 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.

Ideally, yes. Single-use codes work best for referral campaigns.

However, if you can't provide single-use codes, let us know. We’re happy to share some other suggestions.

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, but prompt them to refer a friend instead.

Our platform makes it easy to monitor referrals and avoid rewarding ineligible customers with customisable gaming rules.

We're also on hand to give you advice and the tools for managing any fraudulent activity.

Mention Me offers 18 sharing methods, including email, personalised links, and social channels like Facebook, Twitter, WhatsApp and Instagram.

We also offer our unique Name Share® feature to track 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.

Our unique Name Share® feature lets customers easily recommend brands in real-life conversations. Across our clients, it drives 34% of all referrals.

Our platform equips you to understand and engage with each and every customer, nurturing them into loyal brand fans 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 Propensity to Refer® machine-learning model helps you 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.

To help you understand the full impact of your advocacy-first approach, you can even track Extended Customer Revenue (ECR) — that’s one customer’s individual spend plus that of everyone they refer.

You can learn more about how ECR reveals your truly most valuable customers in this blog.

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 action. 

Our AI-powered platform can create segments based on any customer data within your data layer, so you can make your campaigns highly personalised and targeted to drive maximum success.

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 were looking to increase newsletter sign-ups within their advocacy programme, so they tested and tailored their messaging. As a result, the brand’s email database grew from 30,000 to 185,000 people.

You can even set up a Smart Experiment to serve different offers depending on a customer’s propensity to refer. That might include letting customers choose the offer they want — be it referring a friend, claiming a discount on their next order, or signing up for 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 advocacy progamme’s performance.