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APS Presentation London 2022_ Start Building Experiences.pptx.pdf

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APS Presentation London 2022_ Start Building Experiences.pptx.pdf

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Today's savvy customers expect brands to provide a consistent and personalised experience across all available channels.

Based on our research, we discovered that incorrect personalisation could result in the customer being lost. In Europe alone, 55% of consumers found irrelevant and inconsistent brand communication to be highly frustrating.

So, how do you personalise your customers' interactions with your brand?

This slide presentation will provide you with actionable insights for your personalisation strategy, allowing you to start building relationships and stop losing customers.

Today's savvy customers expect brands to provide a consistent and personalised experience across all available channels.

Based on our research, we discovered that incorrect personalisation could result in the customer being lost. In Europe alone, 55% of consumers found irrelevant and inconsistent brand communication to be highly frustrating.

So, how do you personalise your customers' interactions with your brand?

This slide presentation will provide you with actionable insights for your personalisation strategy, allowing you to start building relationships and stop losing customers.

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APS Presentation London 2022_ Start Building Experiences.pptx.pdf

  1. 1. Start building experiences Stop losing customers Create relevant, impactful, and personalised customer experiences
  2. 2. 2 Agenda Why personalisation fails Insights for an effective engagement Market Report key findings The role of insights-led engagement Tools for leveraging customer insights
  3. 3. 3 Jason Smith VP for Sales, Europe jason.smith@moengage.com Hello, everyone!
  4. 4. 80% of marketers will abandon personalisation efforts due to low ROI
  5. 5. 5 Reasons why personalisation fails Lack of data for meaningful personalisation Confusion around the customer journey Siloed data throughout the company Failure to optimise on a regular basis Overwhelming personalisation
  6. 6. Survey key findings / Customer preferences and expectations during and after Covid 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 relevant content of consumers said personalisation should be based on purchase history, while interests (21%) of consumers expect hybrid interactions with brands (in person and online) 6 38% 22% 26% 54% 40%
  7. 7. Data is key to any meaningful interaction with your customers
  8. 8. Insights about your customers, their journeys, and your campaigns
  9. 9. 9 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
  10. 10. Insights-led engagement enables you to provide customer-centric experiences
  11. 11. Customer-centric engagement based on insights 11 Craft 1:1 Personalized Campaigns Unify Customer Data Understand Intent and get Insights Unify
  12. 12. Customer-centric engagement based on insights 12 Craft 1:1 Personalized Campaigns Analyse Unify Customer Data Understand Intent and get Insights Unify
  13. 13. Customer-centric engagement based on insights Unify Customer Data 13 Understand Intent and get Insights Craft 1:1 Personalised Campaigns Unify Analyse Engage
  14. 14. Customer-centric engagement based on insights Unify Customer Data 14 Understand Intent and get Insights Craft 1:1 Personalised Campaigns Engage Insights-led engagement Unify Analyse
  15. 15. Report findings / Understanding the market's pulse and their views on customer insights 15 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 behavioral data like recency, frequency, and monetary value of purchase. 37% 36% 24% 53%
  16. 16. Insights-led customer engagement platform that provides brands with actionable insights to help them create great omnichannel experiences
  17. 17. Discover hidden issues and potential growth areas What happens after my users launch my app? Am I inadvertently creating a looping behaviour?
  18. 18. Predict customer behaviour for proactive engagement Exclusive offers on Jewellery Purchase: Exclusive offers... Get now 1% cashback Free insurance Assured Gift card Exclusive offers on Jewellery Purchase:
  19. 19. Personalised cross-channel journeys 19 Visit your website to browse products JANE CLARKE 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
  20. 20. 21 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
  21. 21. The winning formula AI-driven insights True cross-channel experiences Deep customer insights that are actionable Seamless experiences across each channel 1:1 Personalisation Personalised experiences for each customer in every channel Platform for every marketer No-code, simple-to-use and intuitive platform for all marketers Any industry, any size Scalable and secure for any industry, any size 22
  22. 22. Thank you! We'll be at booth #3, stop by and say hello!

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