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  • Introduction to Mention Me
  • Getting started
  • Referral campaigns
  • Reporting
  • Resourcing and support
  • International requirements
  • Partnerships and integrations

Introduction to Mention Me

How does Mention Me work?

Mention Me empowers brands to identify, acquire and nurture their best customers with the world's first Customer Advocacy Intelligence Platform.

Our AI-powered platform turns brand fans into a sustainable growth driver, acquiring customers who spend 11% more on their first order, return often and are five times more likely to recommend you to others.

By seamlessly integrating into clients’ websites to serve highly targeted content, our platform helps you engage customers and nurture advocacy at every part of the lifecycle.

Brands can use our platform to learn about their best customers by gathering and analysing first-party referral data, helping them make data-driven decisions with confidence and amplifying their entire martech stack.

We also have Client Success Managers on hand to ensure our clients’ programmes are running smoothly, as well as strategic A/B testing guidance and recommendations. 

You can read more about how our platform works here.

What kind of brands does Mention Me work with?

We work with ecommerce brands in a variety of sectors, ranging all the way from finance, food and fashion, to travel and insurance

We’ve delivered more than 6.5m referrals totalling USD $2bn in revenue for 500+ brands, including Charlotte Tilbury, Farfetch, ManyPets, Pret a Manger and PUMA. 

Here’s what our clients say about working with us.

How is Mention Me different to other referral programmes?

With over 10 years of referral expertise under our belts, we know that referral is only the tip of the advocacy iceberg.

Unlike one-size-fits-all referral widgets, our AI-powered Customer Advocacy Intelligence Platform equips brands to transform their economics by thinking advocacy-first. 

We help brands to:

  • Identify and activate loyal brand fans

Identify your customer advocates and acquire more like them by running strategically optimised referral campaigns. A/B test every element of your referral journey, from copy and design to touchpoints and incentives, to discover what resonates with your target audiences. 

  • Rebalance growth through organic and paid channels

Reduce your reliance on costly paid channels by taking a scalable, cost-effective approach to acquiring high-quality customers. 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. 

  • Gather (and act on) first-party data

Use advocacy data to create smarter customer segments, develop a highly targeted CRM strategy, and acquire more high-quality customers on paid channels. This includes creating high-converting lookalike audiences for paid social.

  • Transform the economics of your customer marketing

Get ahead of your competitors by driving more organic traffic to your website, attracting higher-quality new customers, and encouraging your brand fans to bring their friends. 

How can Mention Me help achieve my business goals?

We’ll create your customer advocacy 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 insights on what best engages your different customer segments, we’ll help you analyse them 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 premium ecommerce brand with satisfied customers, a mature martech stack, and high monthly order volumes, we’re likely a good fit. Our advocacy-first growth approach works most effectively for 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, your business objectives and your 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 advocacy programme set up?

Our light-touch integration requires very little development resource on your side — our 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 Design 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 Emarsys, Klaviyo, Attentive and Shopify — and our partner network is growing fast. You can find out more on our Partnerships page.

Referral campaigns

How does the referral process work?

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.

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 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. 

How do you fulfil customer incentives?

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.

Do I need to provide single-use coupon/voucher codes?

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.

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, but prompt them to refer a friend instead.

How can I monitor referrals for fraud?

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.

Which sharing methods work best for referral?

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.

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 harness the untapped potential of customer advocacy?

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.

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 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.

How do I know 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 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.


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 referral campaign. 

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. We’ve found that A/B testing uplifts referral performance by up to 4x within the first six months.

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 likely to recommend you to friends, 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 actions, such as signing up for your newsletter or completing an NPS survey. 

Our platform also features an A/B testing roadmap, so you know which test to run (and when) to drive maximum impact. This helps 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 advocacy programme’s performance on our easy-to-use dashboard. 

You’ll see all the key metrics at a glance, from referral revenue to new customer AOV, so you know how well your campaigns are performing and understand the value they’re driving.

Better yet, the dashboard will also reveal key advocacy insights and tips around how you can further optimise your campaigns to drive better results, faster.

What results can I expect?

There are several factors that influence how successful your programme is, such as your sector or target demographic.

Our Sales team will discuss this in more detail with you, running through a specific forecast with projections for your business.

On average, our AI-powered customer advocacy 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 and are five times more likely to refer others.

And your advocacy 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.

Check out our case studies to learn more.

Resourcing and support

How involved will my customer service team be in running my programme?

If your advocacy 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 support team 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 you’ll get access to an on-demand Client Success Manager who can analyse your programme’s performance and make tailored recommendations. 

We can tell you more about the best practice guidance, industry insights and 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 advocacy 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, Attentive, Klaviyo, Shopify, Trustpilot and Feefo among our partners. On the agency side, our partners include Born, More2, Incubeta, 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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