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Customer Behaviour Analysis

http://www.reply.eu/

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A New Competitive Scenario for Business

In the new World Economy, Companies have to make the best of the recovery:

Constant STRATEGY, PLAN and BUDGET review

Setting up guardianship strategies and refining planning models

Assumptions from the past have to be adjusted and refined

Companies have to work in a different scenario:

Customer-centred Rapid response to consumer needs

Flexibility and adjustment

Competition

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ACQUIRE

RETAIN

EXTEND

Sales

Mktg

Customer

Service

Three key phases: Customer acquisition

Customer retention

Customer extension

Three contextual strategies: Marketing focused upon the needs of consumers Customer service focused upon the needs of customers

Sales focused upon the needs of customers & consumers

Three key phases: Product/service evaluation

Product/service selection

Shopping

Information to evaluate: Price & quality

Benefit Trends, design & innovation

Other experiences & emotional appeal

Business Strategy vs Purchase Strategy

EVALUATE

CHOOSE

BUY

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OBSERVE

ORIENTDECIDE

ACT

Sales Mktg

Customer

Service

OBSERVE

ORIENTDECIDE

ACT

AlternativesEmotional

Chain

Rational

Chain

Reasoning

Choice

Evaluation

boost

Evaluation

Business Decision Making vs Consumer Choice

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OBSERVE

ORIENTDECIDE

ACT

Company Decision Making Processing Information

Market research

Marketing dashboard

Reports

Metrics monitoring results

AnalyticsCustomer satisfaction

Business Intelligence

Statistics

Sales performances

Data mining

Scorecards

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Consumer Choice Processing Information

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OBSERVE

ORIENTDECIDE

ACT

Intelligent Company Decision Making Approach to Processing

Information

Market research

Marketing dashboard

Reports

Metrics monitoring results

AnalyticsCustomer satisfaction

Business Intelligence

Statistics

Sales performances

Data mining

Scorecards

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Consumer Behaviour & Business Decisions

Business decisions rely on assumptions, analysis and knowledge of the consumer.

Understanding consumer behaviour is essential for managers, as they can use it to:

Provide value and customer satisfaction

Effectively target customers

Enhance the value of the company Improve products and services

Create a competitive advantage

Understand how customers view their products versus their competitors

products

Expand their knowledge base

Apply marketing strategies for a positive affect on consumers

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Consumer-Generated Contents Intelligence

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REPLY CHALLENGE

Blogs Forums Social Networks

Market analysts

Institutional association

Real-time

Monitoring

Semantic

analysis

Customersentiment

Competitor

analysis

New

Information

Business

Decision

Public sources Specialized sources

Data

Gathering

External data

Internal data Businesscontextualization

Analysis

Internal & External

resultsSynthesis of maintopics

Presentation

Market

Research

Business Knowledge

Reply Challenge

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Thanks

www.reply.eu

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