Analytics and the Customer Experience

Analytics and the Customer Experience Analytics and the Customer Experience - Start

Added : 2018-09-18 Views :16K

Download Presentation

Analytics and the Customer Experience




Download Presentation - The PPT/PDF document "Analytics and the Customer Experience" is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.



Presentations text content in Analytics and the Customer Experience

Slide1

Analytics and the Customer Experience

Larry Mosiman

June 18, 2009

Slide2

Analytics and the Customer Experience

Context – Communication and the customer experience

What it takes to be successful

Where can this approach be used?

Examples

Slide3

Analytics and the Customer Experience

Context – Communication and the customer experience

What it takes to be successful

Where can this approach be used?

Examples

Slide4

Analytics and the Customer Experience

Context – Communication and the customer experience

What it takes to be successful

Reliable, broad, and deep Customer Insight

Relevant and personal Customer Interactions

Continuous Improvement

Where can this approach be used?

Examples

Slide5

Analytics and the Customer Experience

Context – Communication and the customer experience

What it takes to be successful

Reliable, broad, and deep Customer Insight

Relevant and personal Customer Interactions

Continuous Improvement

Where can this approach

be used?

Examples

Slide6

Analytics and the Customer Experience

Context – Communication and the customer experience

What it takes to be successful

Reliable, broad, and deep Customer Insight

Relevant and personal Customer Interactions

Continuous Improvement

Where can this approach be used?

Examples

Slide7

Cabela’s

Largest direct marketer, and a leading specialty retailer, of hunting, fishing, camping and related outdoor merchandise - $2.3 billion in sales.

Design promotional offers using analytically driven customer insight.

Tailor direct marketing offers to customer preferences

Understand the value of customers across all channels

.

Slide8

Carnival Cruise Line

Manage the customer experience for multiple aspects of a cruise

Leverage data and analytics to understand their cruisers and improve their experience

Marketing example

Slide9

Marketing example: Carnival Cruise Line

Segmentation

Slide10

Carnival segmentation example

Loyalist

1 Time

Customer

Prospect

Couples

Mature

Families

With Kids

Channel

Preference

Top

Spenders

Low Rate

Shoppers

Primary Segmentation

Dimension

(Behavior)

Secondary

Segmentation

Dimension

(

Lifestage

)

Customers

Targeted Communications

Build Contact

Strategy Around

These Segments

Slide11

Grocery

Relevant email specials

Order online

Shopping carts with monitors

Communicate offers during the shopping experience

Scan as you go

Look up recipes

Encourage impulse buying

Slide12

Gaming

Casino, nightclubs, concert hall, restaurants, spa

Patron data across all areas

Analytics used for targeted offers

Slide13

Other Areas

The online customer experience … Online analytics

The challenge of managing across channels

Many other examples

Disease Management

Slide14

Copyright ©

2009,

SAS Institute Inc. All rights reserved.


About DocSlides
DocSlides allows users to easily upload and share presentations, PDF documents, and images.Share your documents with the world , watch,share and upload any time you want. How can you benefit from using DocSlides? DocSlides consists documents from individuals and organizations on topics ranging from technology and business to travel, health, and education. Find and search for what interests you, and learn from people and more. You can also download DocSlides to read or reference later.
Youtube