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Retention Strategy

Myntra has partnered with WebEngage to improve customer retention through personalized brand experiences and simplified shopping. WebEngage allows Myntra to better understand customer behavior and create targeted marketing campaigns. This benefits customers with a superior experience and Myntra through increased user engagement and growth opportunities.

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Piyush
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261 views

Retention Strategy

Myntra has partnered with WebEngage to improve customer retention through personalized brand experiences and simplified shopping. WebEngage allows Myntra to better understand customer behavior and create targeted marketing campaigns. This benefits customers with a superior experience and Myntra through increased user engagement and growth opportunities.

Uploaded by

Piyush
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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WAYS OF

CUSTOMER
RETENTION
Myntra – WebEngage Platform
“Retention is a critical frontier for a
brand like Myntra that is operating at
massive scale,” said the Growth
Team’s Director Anuj Sharma.
The fashion e-commerce portal
Myntra has entered into a
partnership with the marketing
automation platform WebEngage as
part of its user engagement strategy
that aims to increase customer
retention.
Myntra is working together with
WebEngage to create personalized
brand experiences for its customers
that should keep them on the site,
and encourage them to return.

The platform, which currently boasts over five lakh products from over 2,500
brands across multiple fashion categories, is working to simplify the shopping
experience for customers so that they do not get lost in the e-tailer’s large
inventory and see the products that they want.
Benefits To Customer :-
- Deliver a superior experience to each individual user augmented by
personalization and contextual relevance .
- The WebEngage platform has allowed us the flexibility to do exactly that by
improving our understanding of consumer behavior and user intent.
- Features like the Journey Designer allows us to visualise and create complex
and powerful lifecycle marketing campaigns for different user segments really
easily.
Benefits for the company :-
- The technology creates advertising campaigns that are served through
channels such as email, text messages, browser and app messages, and
others.
- helping brands create multiple growth avenues by introducing the element of
smarter, more contextual user engagement.
Amazon.in – Prime
Amazon maintains over 90%
customer retention
Amazon’s customer retention is
through the roof year over year.
Amazon Prime members in the US
were estimated to be 105 million in
the US (which accounts for 82% of
American households) Amazon Prime
memberships have a 93% retention
rate after the first year and 98% after
two years. Not only that, but
Amazon’s loyal prime members
spend annually an average of $1,400:
more than twice as much as the
average casual buyer ($600). It’s an
eCommerce dream.

Create a sense of urgency and FOMO.


Amazon has a special sales event “Prime Day”, only available to their subscribed customers, and
they really know how to get the most of it! Amazon creates a whole FOMO feeling around the
Prime Day sales, with flash offers, limited amount of items for sale and access restricted to
Prime members.
A few days before, they start to unveil just a couple of items for sale, for users to be more
engaged than ever, as they don’t want to miss the upcoming offers! They also send you
notifications on Prime Day offers based on your previous purchases and browsing, wish list
items, etc.
Benefits To Customers :- Benefits To the Company :-
- Get their information down before they - Strong base of loyal customer.
go (forever) .
- Access to Big data of the people.
- Effectively reach out to users and update
them off your site Notification via mail - Development for the new
and app popups. product via customer feedback
- Create a simple and easy checkout - New Geographical Expansion via
process.
piolet testing of the products
- Offer free shipping, returns and perks for
your loyal customers - Opportunity for Expansion of
forward integration.
Paytm
Paytm - Making Great Strides With
Cashbacks

Paytm is India’s largest mobile


commerce platform, which started
out by offering mobile recharges and
utility bill payments through a Paytm
wallet where the customer loads
his/her money in order to make
payments.
When Paytm started out in 2010, it
grabbed eyeballs by giving whopping
discounts that went up to 50%-60%
on online bill payments. Later, in
2014, it launched its own mobile
marketplace just like Flipkart and
Snapdeal.

This is a clever strategy wherein a repeat purchase by a customer is guaranteed.


What works as an advantage for Paytm is that it provides a semi-closed mobile
wallet which means the money loaded in Paytm wallet can be used across
vendors.
Though discounting is an excellent way to attract customers, it might fail to retain
them in the long run as competitors will come up with similar discounts.

Benefits To Customers :- Benefits To Company :-


- Getting Discount and Cashbacks. - Big or small, can tie up with these
sites
- Getting an online Wallet.
- It also helps build brand awareness
- After Verification from adhar
for smaller companies business
customer can apply for loans.
Expansion.
- Offer free shipping, returns and
- Customer Feedbacks and big data
perks for your loyal customers.
analysis further development.
- Partially E-Banking Service for the
customers .
- Value for Money Products.
Asus Royal Club
Every business needs to put efforts in
both customer acquisition and
retention to maximize revenues and
lifetime customer value. It requires
information and just the right touch
to generate a 360-degree view of
your best customers and their buy-in
for you to communicate with them in
a meaningful way.
Creating this type of relationship
requires responsive and relevant
communications—all developed with
the right data. By pulling in data from
a variety of different sources,
enterprises would have the power to
create the foundation for true brand
loyalty for your customers.

Build up customer ID system as a loyal customer profile via following data source:
Demographic Data Basic attributes, such as age, gender, household income,
profession, or geolocation Behavioral data Collecting behavior attributes such as
interests, preferences and behavior via on-site, email, social, and even off-site
everyday .

Benefits To Customers :- Benefits To Company :-


- Online survey: via CQ code - Access to Standardized
Management
- e-Survey: sent via email
- Your Brand Will Stand Out from the
- Live Chat survey: customer using
Crowd
Live Chat will be ask after the end
of the service - Engaged Customers Provide More
Feedback
- Interactive Voice Response:
customer using call center service - Customers will explore more
will receive interactive system after products or demand for various
the phone call products.
Oppo
Oppo, the Chinese consumer
electronics and mobile
communication company is one of
the top smartphone brands in India.
It has a good online presence with
being a favourite for its high-quality
selfie features.

To understand about OPPO’s offline


channel strategy and ecosystem, we
held a conversation with Will Yang,
Brand Director, OPPO India.
From the moment OPPO was
founded, the team began forging
close partnerships with agents. They
understand OPPO’s values and
principles.

Oppo offer great and innovative products that will surpass consumer expectations
and help them live an entirely different and amazing smartphone experience.
Consumer satisfaction has always been our key focus.
Oppo tie up with e-commerce platforms like Amazon and Flipkart. More recently
we have started tying up with e-commerce payment and digital wallet, PayTM.

Benefits To Customers :- Benefits To Company :-


- OPPO is ahead of the curve when - Target customers with special
it comes to debuting new device offers
features and capabilities.
- Improvement in data quality and
- Great value for money frontend integration

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