RIC16_Customer Analytics and Loyalty
-
Upload
dianne-inniss -
Category
Documents
-
view
52 -
download
0
Transcript of RIC16_Customer Analytics and Loyalty
![Page 1: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/1.jpg)
#RIC16
Beyond Clienteling Building Loyalty with
Differen;ated Customer Experience
![Page 2: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/2.jpg)
#RIC16
![Page 3: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/3.jpg)
#RIC16
Power has shi3ed
![Page 4: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/4.jpg)
1.7x conversion
+26% profitability
![Page 5: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/5.jpg)
#RIC16
The Challenge: How to create loyalty in an era of greater customer choice and increased expecta7ons?
TRUST HABIT AFFINITY
EXPERIENCES CONSISTENCY PATTERNS
![Page 6: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/6.jpg)
Engaging Experience
Consistent Delight
Pa=ern-‐building Triggers
Contextual Customer
Understanding
Product Insight
Responsive PlaEorm
Experiences Consistency
Patterns
![Page 7: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/7.jpg)
#RIC16
ArBficial intelligence meets consumer psychology
![Page 8: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/8.jpg)
#RIC16
INSPIRE ENGAGE ADVISE/ ENABLE SUPPORT REINFORCE
DISCOVER EXPLORE BUY EXPERIENCE SHARE
shop
per
associate
The Sale is Only Part of the Rela7onship
![Page 9: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/9.jpg)
#RIC16
Contextual Cura7on
![Page 10: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/10.jpg)
#RIC16
AI-‐enabled visual/ behavioral search
![Page 11: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/11.jpg)
#RIC16
The Hurdles: Expect challenges
Data Systems Integra;on
Change Management
![Page 12: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/12.jpg)
#RIC16
GePng Started: How to manage the challenges
Design the Experience
Test, Learn, Repeat
Start with a Thin Slice
![Page 13: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/13.jpg)
![Page 14: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/14.jpg)
#RIC16
Design the Experience
![Page 15: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/15.jpg)
Human Centered
Relevant Transparent
Contextual Connected
![Page 16: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/16.jpg)
#RIC16
Start with a “thin slice”
![Page 17: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/17.jpg)
#RIC16
Vision Speed to Value EvoluBon TransformaBon
Current Vision Current Vision Thin Slice Current Vision Evolve Current Vision Done
![Page 18: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/18.jpg)
#RIC16
But what about our data? Data Warehouse
With a data warehouse, incoming data is cleaned and organised into a single consistent schema before being put into the warehouse.
Data Lake
With a data lake, incoming data goes into the lake in its raw form.
We select and organise data for each need.
This makes the Data Warehouse the bo;le neck for analyzing, cleansing and making sense of data
The Data Lake distributes those ac?vi?es throughout the business
Analysis is done directly on the curated warehouse data.
![Page 19: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/19.jpg)
#RIC16
Opera7ng an effec7ve data lake
Opera?onal systems communicate with each other via service connec?ons
Opera?onal systems feed data into the lake using topical queues
A few data scien?sts inves?gate the lake for poten?al insights
Lakeshore marts curate and organise the data for most analy?cs uses
Mul?-‐?ered data lake for processing, distribu?on, and serving
![Page 20: RIC16_Customer Analytics and Loyalty](https://reader034.fdocuments.us/reader034/viewer/2022052606/58f116db1a28aba3728b4603/html5/thumbnails/20.jpg)
#RIC16
Customer Engagement
Employee Empowerment
OperaBonal Enhancement
The Payoff: Three key areas