Client Documentation

Welcome

Welcome to our knowledge hub!

Everything written here is designed to help you set up the best referral program for your business and provides you with:

User flow

The Member Get Member principle aims at turning your happy customers into active brand ambassadors by providing you with the tools to easily set up your own referral campaign.

The image of the user flow below gives a quick overview of how your referral campaign will work:

You invite your existing customers to become a Promoter by integrating your referral campaign on as many (relevant) touch points of their customer journey possible.
You lead them to your dedicated Sharing Page where your Sharing Widget is embedded.
They register as a new promoter and use one of the Share Tools to recommend your brand to their friends.
Their friend (now a Referral) receives a share message containing the personal link.
The personal link either redirects them directly to the Referral Landing Page on your website, or to the personal page of the Promoter.
The Referral completes your sales funnel and is now a new customer!
Both the Promoter and the Referral will get a reward.

Intro

We’re thrilled you want to start your own Referral Campaign! Before we get to the technical part, let’s start with setting up the foundation:

Set your Targets

What do you want to get out of your referral campaign?

By setting targets beforehand, you can optimize and alter your campaign along the way. Don’t just think about the amount of sales you would like to bring in, but also set a target for the number of active promoters your referral campaign should gain and most importantly, how.

We recommend you to analyze your customer base, and (optionally) divide them into groups. Dividing them in groups will allow you later on to specify your message about your Referral Campaign, according to what motivates them to join and become a promoter. In the end, you know your customers the best and what works for them.

Campaign Name

Come up with a great name for your referral campaign. This way you create consistency and recognition to easily communicate your campaign to your (potential) promoters.

The most common examples:

[Your brand] Vriendenvoordeel
[Your brand] Vriendenkorting
[Your brand] Voor Vrienden
[Your brand] Friends
[Your brand] Tell a Friend
[Your brand] Refer a Friend

We recommend a name that’s catchy, easy to remember, clear as it is and fits your tone of voice.

Rewards

You probably want to offer a sweet deal to the referral and thank the promoter for bringing in a new customer. Our software works with double-sided rewards to incentivize both the promoter and the referral. What type of reward you want to give out, is entirely up to you. But of course there are some reward types that work better than others depending on your product or service:

You can set the reward for the promoter and referral individually, so it’s totally possible to combine the types of rewards for your referral campaign. For example, you can give your promoter a cashback whenever the referral used their voucher code for an instant discount on their first-time order. For each type of reward, you decide what the amount or perks will be.

Promoter and referral rewards

Cash

For a product or service that’s based on a contract or subscription and when it’s unlikely a repeat purchase will be done in the next 12 months, it makes the most sense to reward with a cashback. When the referral sale is approved, the reward (money) will be transferred to the bank account of the promoter and/or the referral.

Manual

You know your business best. If you’d rather have another type of reward that suits your customers better than a cashback or a discount code, there’s the manual reward option. For example, you can give out a third party voucher or even some kind of activity. If you have an altruistic brand and target group, you can even choose to donate (a part of) the reward to a good cause.

No reward

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Referral only

Voucher

For (online) stores or products where the chances are high customers will come back to purchase again, it’s more profitable to offer a discount code. This can be a discount for a certain percentage off, a certain amount or even a freebie with their order. Referrals can fill in the code shared by their promoter for their first-time purchase for instant discount. The promoter will then be rewarded with a code for their next order. This is also a great way to stimulate repeat purchases.

Tip: make sure the reward is in proportion with your average purchase amount and the referral ‘deal’ should at least match the best current deal on your website.

Integrations

We have tried to make integrating your referral campaign as easy as possible. The required integration depends on the rewards you have selected.

The simplest setup consists of the integration points listed below. The linked pages also describe more advanced and optional integration possibilities for integrating the referral workflow further into your systems.

For most campaigns, there are three integration points:

If you have selected a voucher reward for the referral, one additional integration point is required:

Use the Referral Widget on the Referral Landing Page

Contact

If you have any questions while reading through this information please contact:

Account team for all marketing related questions:
account@membergetmember.co

The development team for all IT related questions:
tech@membergetmember.co

Our operations and customer support team for all other questions:
info@membergetmember.co

Glossary

We use a lot of terms that might be confusing at first, so we created this list to help you get familiar.

Category	Term	Explanation
User	Promoter/seller	A participant in your referral campaign who recommends your brand to their friends.
	Referral/buyer	A friend who is invited to become your new customer through the recommendation of their promoter.
Sharing	Share/Sharing	A recommendation/the action of recommending your business, done by the promoter.
	Sharing widget	A small ‘plug-in’ to embed on your Sharing Page containing all the share functionalities of your referral campaign.
	Sharing Page	A dedicated page where your Sharing Widget is embedded and promoters can participate in the referral campaign to recommend you to their friends.
	Share message	The recommendation sent by the promoter from within the Sharing widget.
	Reward	The incentive for the Promoter for recommending you, and for the Referral for becoming a new customer.
	Share tools	The buttons in the Sharing Widget that enable sharing the personal link via email, WhatsApp, Facebook or directly.
	Share link	Each promoter gets a unique link to send to their friends, which will lead to the Referral Landing Page.
Referral	Referral Landing Page	A dedicated landing page on your website for Referrals to land. This will act as a starting point for your online sales funnel.
Sales	Sales	When a Referral completes your (online) sales funnel and becomes your new customer through the referral campaign.
	Sales tracking	A mechanism that establishes a connection from your system to ours that lets us know whenever a sale happened. This can be done in the frontend using ping.js or in the backend with an API connection.
	Callback	A signal when a Referral completes your sales funnel that sends all their details back to our system to link them to the right Promoter.
	Sales matching/validation	The process of verifying the Referral became a valid new customer (only when there’s a cancellation period).
	Initialized sale	When a Referral is sent to your Referral Landing page, we register this as a initialized sale (also known as ‘click out’) - doesn’t apply to voucher projects.
	Confirmed sale	When the Referral becomes a new customer through your online sales funnel, a confirmed sale will be administrated in our system to let us know the sale happened - Only when a cooling off period is set.
	Completed sale	When we have the verification the Referral is a valid new customer and thus the rewards can be paid out, the sale state changes to ‘completed’. This can be instantly after the sale happened or after the cooling off period when you do the sales matching.
	Aborted Sale	If the Referral or Promoter somehow did not comply to the terms and conditions of the referral campaign, you can reject them so the Reward will not be paid.
	Cooling off period	The time between the Referral buying your product and you validating that they became a new customer (i.e. they did not cancel and were not rejected).
	Ping.js	A small piece of Javascript to implement on your sales funnel’s confirmation (or thank you) page and to send us buyer information to confirm the sale.
	Event mails	Our email flow that will automatically send an email when: a new promoter signs up, a sale is confirmed, completed or aborted, when a reward is paid.