Copyright © 2007, SAS Institute Inc. All rights reserved. Analytics and the Customer Experience Larry Mosiman June 18, 2009.

Slides:



Advertisements
Similar presentations
Credit Card Business. Where Do Cards Fit? Consumer Banking Needs.
Advertisements

Copyright © 2012, SAS Institute Inc. All rights reserved. SAS CUSTOMER INTELLIGENCE SOLUTION BRIEFING SAS MARKETING OPTIMIZATION AND SAS ADAPTIVE CUSTOMER.
Multichannel Personalization At Scale: Building Incremental Value With #dunnhumby.
McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.
Nichepro Technologies Copyright All Rights Reserved. presents …
Copyright  2004 McGraw-Hill Australia Pty Ltd PPTs t/a Consumer Behaviour 4e by Neal, Quester, Hawkins 6–16–1 Chapter 6 Outlet Selection and Purchase.
Outlet Selection and Purchase
© 2003 McGraw-Hill Companies, Inc., McGraw-Hill/Irwin IMPLEMENTING INTERACTIVE AND MULTICHANNEL MARKETING.
McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All Rights Reserved.
19-1 Chapter Questions What direct channels can companies use? How should companies do direct marketing? When is a sales force useful? How do companies.
Chapter 19 Customer Service McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
PowerPoint Presentation by Charlie Cook Copyright © 2005 Prentice Hall, Inc. All rights reserved. Chapter 10 Understanding Marketing Processes and Consumer.
Building the Communications Plan Mktg 340 Maureen O’Connor.
Copyright © 2009, SAS Institute Inc. All rights reserved. Creating a Practical Social Media Strategy for Authors, Customers, and Colleagues: A SAS Publishing.
New Opportunities for Lowe’s Partnership opportunities.
Database and Direct Response Advertising MKTG 340 Maureen O’Connor.
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter Nine Digital Marketing.
Strategic Social Media Marketing Tracy Tuten, Ph.D.
IMA CIM Overview. IMA Mission “Provide a knowledge-sharing platform for business professionals where proven Internet.
© 2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
An Introduction to Retailing
Getting personal with 5 million members Ignition One Client Summit Amsterdam, June 2015.
The Future of Retail Loyalty. 2012: The Year of Engagement It is no longer just about enrolling customers and getting their address: Programs will.
Retailing Management 8e© The McGraw-Hill Companies, All rights reserved CHAPTER 2CHAPTER 1 CHAPTER 3 McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill.
Multichannel Retailing
How Do Your Customers ‘Experience’ Your Business? Intelligence-based marketing The company knows who you are, what you prefer, and communicates with relevant,
Copyright © 2009 Pearson Education, Inc. Slide 6-1 Chapter 6 E-commerce Marketing Concepts.
PROMOTION AND PROMOTIONAL MIX Review for Advanced Marketing.
Copyright © 2007 by The McGraw-Hill Companies, Inc. All Rights Reserved. Slide 18-1 IMPLEMENTING INTERACTIVE AND MULTICHANNEL MARKETING C HAPTER.
Introduction to Marketing Research
Chapter 4- slide 1 Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall MKT 202, TMT Managing Marketing Information to Gain Customer Insights.
Chapter 4- slide 1 Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall Chapter Four Managing Marketing Information to Gain Customer Insights.
© Copyright 2010 Hewlett-Packard Development Company, L.P. 1 Swati Saxena Senior Research Manager August RESEARCH AND ANALYTICS: AN SMB CASE STUDY.
Target marketing Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall 7.
PowerPoint Presentation by Charlie Cook Copyright © 2005 Prentice Hall, Inc. All rights reserved. Chapter 10 Understanding Marketing Processes and Consumer.
© 2003 McGraw-Hill Companies, Inc., McGraw-Hill/Irwin RETAILING 17 C HAPTER.
Chapter 10 Marketing Channels and Supply Chain Management.
Focusing Marketing Strategy with Segmentation and Positioning For use only with Perreault/Cannon/McCarthy or Perreault/McCarthy texts.
Pet category Opportunities of the Pet Center. Pet Care is a LARGE category Pet Category = $44 billion in 2008 (all outlets) Source: Consumer & Marketplace.
Irwin/McGraw-Hill Copyright © 2001 by The McGraw-Hill Companies, Inc. All rights reserved. 1-1.
3-1 McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. Multichannel Retailing CHAPTER 03.
McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All Rights Reserved.
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved. 1-1 Chapter Promotion and Pricing Strategies Marketing.
Customer Business Pre-Sales Post-Sales Who Needs Key Activities Interaction Preferences Culture Metrics Retention Plan Awareness / Engagement Plan Goals.
For use with Strategic Electronic Marketing: Managing E-Business 2 e Copyright 2003 South-Western College Publishing Chapter 6 Slide: 1 E-Commerce E-commerce.
Kitchenware Direct: Recipe for Online Conversion Peter Macaulay, Director, Kitchenware Direct.
Special Advertising Situations Part 5: Integration and Evaluation Chapter 18.
© 2012 Pearson Education, Inc. publishing Prentice Hall. Note 9 The Product Life Cycle.
Copyright © 2015, SAS Institute Inc. All rights reserved. Business & Analytics unite VS.
1 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Chapter 13Retailing Prepared by Deborah Baker Texas Christian University.
Lecture 2: Understanding Customers and CRM. What is CRM? CRM is a strategy for making and sustaining customers who brings profits to company CRM is a.
Microsoft Dynamics CRM Jeanett Heller Product Marketing Manager, Dynamics Microsoft Danmark.
Communicating Customer Value: Integrated Marketing Communications Strategy Copyright ©2014 by Pearson Education, Inc. All rights reserved.
Chapter 3 Multichannel Retailing McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Books, News and Stationery Retailing in Russia - Market Summary and Forecasts; Comprehensive overview of the market To buy this Report Visit
To buy this Report Visit
8 - 1 Copyright © 2006, The McGraw-Hill Companies, Inc. All rights reserved.
Integrated Marketing Communications Introduction (2) An Introduction (2) Sunarto Prayitno 1.
Introduction to Merchandise Management: Retailing
Copyright © 2007 McGraw-Hill Ryerson Limited
COMPANY LOYALTY EFFORTS
Shopping Centers:.
McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All Rights Reserved.
Back to School Shopper Behavior Survey July 23, 2014
© 2016 Global Market Insights, Inc. USA. All Rights Reserved AI in Retail Market to grow at 40% CAGR from : Global Market Insights.
Database and Direct Response Marketing
Inventory to Sales Ratios for U. S
MARKETING FOUR STEPS SEGMENTATION MARKET RESEARCH IT MARKETING
© 2016 Global Market Insights, Inc. USA. All Rights Reserved Fuel Cell Market size worth $25.5bn by 2024 Low Power Wide Area Network.
Presentation transcript:

Copyright © 2007, SAS Institute Inc. All rights reserved. Analytics and the Customer Experience Larry Mosiman June 18, 2009

Copyright © 2007, SAS Institute Inc. All rights reserved. Analytics and the Customer Experience  Context – Communication and the customer experience  What it takes to be successful  Where can this approach be used?  Examples

Copyright © 2007, SAS Institute Inc. All rights reserved. Analytics and the Customer Experience  Context – Communication and the customer experience  What it takes to be successful  Where can this approach be used?  Examples

Copyright © 2007, SAS Institute Inc. All rights reserved. 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

Copyright © 2007, SAS Institute Inc. All rights reserved. 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

Copyright © 2007, SAS Institute Inc. All rights reserved. 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

Copyright © 2007, SAS Institute Inc. All rights reserved. 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.

Copyright © 2007, SAS Institute Inc. All rights reserved. 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

Copyright © 2007, SAS Institute Inc. All rights reserved. Marketing example: Carnival Cruise Line Behaviors Attitudes/PsychographicsDemographics Segmentation

Copyright © 2007, SAS Institute Inc. All rights reserved. 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

Copyright © 2007, SAS Institute Inc. All rights reserved. Grocery  Relevant specials  Order online  Shopping carts with monitors Communicate offers during the shopping experience Scan as you go Look up recipes Encourage impulse buying

Copyright © 2007, SAS Institute Inc. All rights reserved. Gaming  Casino, nightclubs, concert hall, restaurants, spa  Patron data across all areas  Analytics used for targeted offers

Copyright © 2007, SAS Institute Inc. All rights reserved. Other Areas  The online customer experience … Online analytics  The challenge of managing across channels  Many other examples Disease Management

Copyright © 2007, SAS Institute Inc. All rights reserved.Copyright © 2009, SAS Institute Inc. All rights reserved.

Feedback: Privacy Policy Feedback
Do Not Sell My Personal Information
About project: SlidePlayer Terms of Service

© 2025 SlidePlayer.com. Inc. All rights reserved.