Leverage Real-Time Payments Intelligence to Identify and Keep Great Customers

1. Leverage Real-Time Payments Intelligence to Identify and Keep Great Customers March 2019 Parag Patil

2. Summary When a new user signs up for a free trial or makes the first purchase, the two data points immediately available are – Device details such as IP address and Payment Info (i.e. card number). You can learn a lot about that user from the payment details to improve their experience and make them a loyal costumer while increasing their lifetime value (LTV).

3. Agenda • What Can You Learn From Payments? • Payments Intelligence In The Acquisition Funnel. • Examples Of Merchant Applications. • How To Get Started?

4. What Can You Learn From Payments? • A card product can be uniquely tracked with the first nine digits and the issuer with the first six Account range • Issuer (aka BIN) data • What is BIN? • Account range Issuer identification number (BIN)

5. What Can You Learn From Payments? • A sample file with card attributes, performance and account updater data Merchant – Peer Group Performance Merchant – Issuer Performance AU Participation and Results Card and bank characteristics (e.g. card product, funding source; corp./consumer; regulated: issuer country, etc.)

6. Payments Intelligence in the Acquisition Funnel • Improve the customer’s journey by learning how they pay for the services Acquire Convert Retain Monetize Improve Market Channel Strategy Customize sign up flow for improved conversion Targeted Upsell based on Affluence Reduce churn with Account Updater Data Customize experience based on chargeback trends Smarter Card Validation for Global markets Incentivize to favored payment type Improve strategies to re-acquire churned customers Reduce fraudster with improved filtering Smarter recycling strategies

7. Acquiring High Value Customers • Marketing and Signup process can be improved with payment attributes • A health supplements subscription merchant modified their marketing channel strategy when they identified they were attracting non-desirable demographic based on payment type leading to lower conversion and higher chargebacks. A leading media subscription merchant optimizes card validation ($0 vs. $1) globally based on issuing country and funding source. This helps the merchant optimize customer acquisition internationally by increasing approvals by x%. Acquire Convert Retain Monetize

8. Acquiring High Value Customers • Marketing and Signup process can be improved with payment attributes A social networking merchant customizes the sign up process for customers depending on the type of card – prepaid vs. others. The result being higher conversion of prepaid card users. An online storage provider modifies the sign up process if they see a customer sign up with Corporate card vs. Consumer card. This helps them provide the optimal products and features for the customers. Acquire Convert Retain Monetize

9. Improve Fraud Strategy with Reduced False Positives • Adding payment attributes to fraudulent transactions can improve targeting • A Government telephone services for inmates implemented a fraud rule which resulted in high declines for legitimate customers. • To improve the fraud targeting, merchant studied payment attributes and identified that fraudulent transactions were tied to a specific corporate type card. • The result being false declines dropped approx. 3 times and improved customer experience. Acquire Convert Retain Monetize

10. Retain Best Customers And Reduce Payments Churn • Adding issuer behavior to your customer attributes can help improve the CLTV A leading online survey software provider reduces payment churn by monitoring the Account Updater participation of issuers and communicating with customers. A top credit bureau service improved recycling by 14% by identifying the bad AU updates for certain issuers and correlating with approvals. They also closely track chargeback by issuers to determine which BINs to recycle. Acquire Convert Retain Monetize

11. Retain Best Customers And Reduce Payments Churn • Trending customer behavior by the card type and issuer can help predict their behavior • One of the country’s leading radio subscription provider tracks customers behavior by card type to regain customers entering non-pay (i.e. churned customers) • Depending on the card type, they adopt different strategies. E.g. Discover card users tend to be loyal to the brand and will use a different Discover card for subscription • They also look at chargeback rates by issuers to determine which customers to get out of non-pay (churn) Acquire Convert Retain Monetize

12. Improve Cross Sell and Up Sell Strategies • Certain cards can indicate the affluence of the customer • A health supplements subscription merchant offers services in varying tiers. • Identifying the cohorts of customers based card characteristic such “Affluence” helps them with a more targeted campaign. • Affluence can be determined based on certain card qualification requirements such as income and spend. Acquire Convert Retain Monetize

13. How to get started? • Capture the low hanging fruits with minimum investment • Talk to your processor for a BIN file • Add card product attributes to your customer info • Learn from your peer merchants • Attend Industry events such as Payments Ed

14. Questions?