Big data has been hyped so heavily that CMO’s are expecting it to be ‘the’ miracle solution in today’s complex marketing environment. However, what we’re actually seeing, is that most companies are already struggling with the small amount of data they already have accumulated. The trouble is most obvious on these three levels: companies don’t know how to manage the data, companies don’t know how to analyze the data so as to yield insights, companies don’t know how to act upon the new insights. Of course technology is needed. But even more so, a cultural shift in how CMO’s run their daily marketing operations is definitely required. The good news is that, once CMO’s have accomplished this cultural change, they usually don’t go back. Because they realize they now have a huge competitive advantage. Now, those forward-thinking CMO’s are able to use customer data to their advantage by delivering more targeted and relevant messages to people. During this session, you will discover how to embrace the power of data and turn it into gold for your company.
10. What is the level of data maturity DATA in your company?
11. The Data Maturity Stairway
I consolidate customer data
into one customer database
I capture customer data
across different touch points
I deliver customized interactions at
point of impact across touch points
I know what type of offer, channel and time
is best for different customer segments
I analyze historical customer data
(purchases, interactions, motivations)
I uncover hidden patterns in customer data
to predict what they are likely to do next
Gather Data
Aggregate Data
Customer Insight
Targeted
Communications
Predictive
Modeling
Real-time
contextual interactions
20. We live in the age of the customer.
A 20-year business cycle in which the most successful enterprises
will reinvent themselves to systematically understand and serve
increasingly more powerful consumers.
Forrester
21. Bigger role for the CMO
• Focus of the CMO should be on creating and
safeguarding the customer experience!
• Fueling innovation and new business models:
CMO as firestarter...
• Become owner of customer data that will guide and
enable your company strategy.
25. Value for Value
• 47% of women would share their mobile phone location
with a retailer in return for a $5 credit
• 83% would do so for a $25 credit
Research Now
26. Value for value in data gathering
Two different data sources:
‣ Own data
Ask the customer (explicitly)
Auto-populate data (implicitly)
‣ External data
Paid
Open
Any data
44. Third Party Data
Shopper Panel data
Socio-demographic & Lifestyle data
45. Different who?
Engaging Emily
• X% in db population
• Socio-demographic profile
• Shopping attitudes
• A-Brands
• Coupon usage
• P&G category spend
• Lifestyle data
Inactive Iris
Different what?
• Content and offers
• Frequency
46.
47.
48.
49.
50.
51.
52. Site engagement
• Repeat visits x2
• Time on site x9
Sales
• Double-digit growth with FlavorPrint users
55. “We found that 74% of the time, our model
could correctly predict the exact address.”
Uber
56.
57. HISTORICAL CUSTOMER DATA
CLIENT ID BIRTH DATE LOCATION … # TRANS JAN # TRANS FEB # TRANS MRCH
567678 25/11/1976 3400 8 2 0
566777 23/09/1987 3245 4 8 0
567789 11/08/1945 6700 6 8 6
445566 21/03/1967 9000 8 9 3
CURRENT CUSTOMER DATA
CLIENT ID BIRTH DATE LOCATION … # TRANS APR # TRANS MAY # TRANS JUNE
567898 25/08/1956 2440 6 1 0
589777 13/09/1977 3000 4 8 0
467789 11/09/1969 2431 5 2 0
445578 12/05/1988 1000 8 9 2
TODAY
CHURN FLAG
YES
NO
NO
NO
T + X
CHURN
PREDICTION
YES
NO
YES
NO
LEARN
APPLY
How it works
59. Attributes
Initial enquiry data
(date, model, method, previous
car…)
Purchase data
(date, model, engine type, options,
…)
Driver data
(birthdate, location, dealer…)
Satisfaction data
(survey completion, …)
Predicted Model of Interest
60. DM
pack
Customized customer experience
Email
DM
pack
Es-mated
Repurchase
Date
Targets
within
buying
window
Non-‐responders
Non-‐converted
Test
Drivers
A
A
B
B
C
61. FMCG Company
Which is the most likely coupon offer combination that will trigger redemption?
62. Attributes
Household data
(family size, age, …)
Online response data
(email open/click behaviour,…)
Profile data
(brand consumption, …)
Redemption data
(coupon redemption, …)
70. Customer Journey Planning
“A pre-planned series of integrated, targeted communications,
content or services designed to deliver a personal experience
for the consumer across all touch points.”
71. From campaigns (ads) to customer moments (value)
1. What are the make or break moments?
2. How can this be a positive experience?
3. What data do we need to help deliver the
experience?
72.
73. • Persona
• Time
• Place
• Device
• External Data Context {
74. 5 golden rules for creating ‘contextual’ customer connections
85. "We are moving more and more toward service,
personalization, [and] customization."
Guive Balooch, global director of L'Oréal's Connected Beauty Incubator
95. 1. What’s your next move on the data maturity stairway?
2. Who in your own organisation will you address and involve
in order to be able to move?
3. What value will you be offering beyond your product or
service?