MoEngage_eTail Europe Presentation London 2022.pdf
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The document emphasizes the importance of transforming data into actionable insights to enhance customer engagement and retention. It highlights that many businesses struggle with effectively utilizing data due to siloed information and lack of meaningful personalization. An insights-led, customer-centric approach is recommended, focusing on unifying data and crafting personalized campaigns to meet evolving consumer preferences.
MoEngage_eTail Europe Presentation London 2022.pdf
- 1. Jason Smith VP, EMEA [email protected] Turn data into insights to delight (and retain) customers
- 2. 74% of businesses want to be data-driven, but only 29% are good at connecting data to action
- 3. Data is good, Insights are better
- 4. Report findings / Understanding the market's pulse and their views on customer insights 4 recognise the importance of insights in business metrics. currently only track demographic information about their customers. said getting real-time analytics is their biggest customer engagement challenge. track insights like communication channel, content affinity and behavioural data like recency, frequency, and monetary value of purchase. 37% 36% 24% 53%
- 5. Insights about your customers, their journeys, and your campaigns
- 6. 6 Why do brands fail to connect with their customers? Inability to translate data into insights Siloed data throughout the company Lack of data for meaningful personalisation
- 7. Survey key findings / Customer preferences and expectations in the new world prefer to communicate by email, followed by 18% who prefer the web. of consumers used a mobile application during covid as a new channel. of consumers find it frustrating when brands send inconsistent and irrelevant content. of consumers said personalisation should be based on purchase history, and/or interests (21%). of consumers expect hybrid interactions with brands (in person and online). 7 38% 22% 26% 55% 40%
- 8. Insights-led engagement enables you to provide customer-centric experiences
- 9. 9 Brands must take an insights-led, customer-centric approach Increase emphasis on retention Understand customers' needs Invest in customer-centric infrastructure Unify data for a 360° customer view Personalise customer journeys
- 10. Customer-centric engagement based on insights 10 Craft 1:1 Personalized Campaigns Unify Customer Data Understand Intent and get Insights Unify
- 11. Customer-centric engagement based on insights 11 Craft 1:1 Personalized Campaigns Analyse Unify Customer Data Understand Intent and get Insights Unify
- 12. Customer-centric engagement based on insights Unify Customer Data 12 Understand Intent and get Insights Craft 1:1 Personalised Campaigns Unify Analyse Engage
- 13. Customer-centric engagement based on insights Unify Customer Data 13 Understand Intent and get Insights Craft 1:1 Personalised Campaigns Engage Insights-led engagement Unify Analyse
- 14. 14 NAME Sarah Jones ID ASDFS123 AGE 32 GENDER Female STATUS Active CUSTOMER SINCE 01 Jan 2018 USER PROPERTIES LTV 3,500 AOV £65 TRANSACTIONS 23 RFM SEGMENT Champion PRODUCTS DRESSES, KNITWEAR CITY London COUNTRY UK POSTCODE E1 7AD ENRICHED DATA Clicked sale products push Purchased knitwear Added to cross-sell journey Opened D+1 cross-sell Email Best time to send: 7PM Best channel to use: In-app Opened the app Visited sale category Purchased basic knit sweater Viewed knitwear collection USER ACTIONS CAMPAIGN INTERACTIONS Sarah Jones ID : ASDFS123
- 15. 15 Discover hidden issues and potential growth areas What happens after my users launch my app? Am I inadvertently creating a looping behaviour?
- 16. 16 Predict customer behaviour for proactive engagement Exclusiv e offers on Jeweller y Purchas e: Exclusive offers... Get now 1% cashback Free insurance Assured Gift card Exclusive offers on Jewellery Purchase:
- 17. Personalised cross-channel journeys 17 Visit your website to browse products SARAH JONES Receives a push notification with product offers Uses the offer to purchase a product Receives a product thank you email with a referral link Comes to your app to make a friend referral Receives an in-app thank you message with a discount link
- 18. 18 Use an omnichannel strategy to engage your customers Social (Whatsapp) SMS / MMS IVR / Call Center Email POS Web OTT & Voice Wearables Automate their journey from onboarding to engagement to loyalty Ad Networks Push Notifications In-App messages App Inbox & Chatbot
- 19. Key takeaways 19 Data is good but insights are better Insights-led customer engagement strategy Customer centricity is critical Invest in customer-centric infrastructure
- 20. Thank you! We'll be at booth No.41, stop by and say hello!