Tag Archives: marketing
How Do You Target Your Customers at All Channel Touch Points to Individualize Their Shopping Experience? 5 Ways to Personalize Your Product Recommendations
Traditional in-store merchandisers frequently engage in new and refreshing ways to improve the shopping experience for their customers. With thousands of square feet of space, accessorized mannequins, and attractive kiosks and showcase displays, they’re afforded numerous luxuries in creating environments conducive to driving sales.
Since online retailers lack these merchandising luxuries, they leverage entirely different tools to enhance the customer experience, using key components of web-based shopping, such as search, navigation, and product recommendations. In the world of e-commerce, we’ve moved from merely selling to customers to empowering them. As a result, e-commerce directors and online merchandisers need to optimize the process by delivering what their customers want.
And what do customers want? Apparently, they want it all: the price and ease of point-and-click purchasing, the experience of in-store visits, the convenience of home delivery, and the service of boutique shopping. They don’t think about product exposure. They don’t focus on the mechanics of the shopping process. And they don’t care about an e-tailer’s internal complexity. They want simply to buy what they need in a way that’s suited to them.
At the same time, because customers’ needs aren’t static, their online shopping experiences shouldn’t be either. They increasingly expect a personal and highly relevant interaction with the retail websites they visit. Failing to get that, they’ll often go elsewhere. For online retailers and brand manufacturers of consumer packed goods (CPG) this creates the challenge of customer retention.
Here are five hints to maximize the power of PIM for tailored product recommendations
To meet the challenge of customer retention demands leveraging product information management (PIM) to target your customers. This means customizing on-line shopping by boosting the relevance of product recommendations. To make the most of PIM, there are five things you should know:
1. To meet the expectations of your online customers, strive to understand them better by using data that’s qualitative and quantitative, historic and current; in addition, use data that provides a context critical to taking relevant actions.
2. To ensure that the experiences of your online customers aren’t static or boilerplate, make all key elements in the merchandising toolset intuitive and dynamic but, above all, tailored to the individual customer.
3. To leverage relevant content for other sales channels, consider the long-tail strategy and enhance the assortment. If customers dial in to the hotline, inside sales can leverage product search and automatic recommendations for intelligent cross- and up-selling within seconds. The hotline connects customer profiles and product information as well as availability on stock in your own warehouse or in the suppliers’ warehouse.
4. To present the best option to each customer, automate personalization of promotions and targeting. This means checking that every promotional banner that is presented has been optimized; banners that convert poorly must be automatically demoted and replaced by others that perform well. It’s all about automatic testing: Which campaign will convert best and which banner within that campaign—the blue, the red, or the one with a big arrow on it? Adopting an integrated approach ensures that a campaign will not be presented more than once on the same page. By using advanced techniques to understand which promotions appeal to each customer—and, more importantly, which don’t—the solution adapts in real time to present the most appealing banners in the context of each customer’s journey.
5. To ensure a cohesive customer experience, unify the many different information elements—filters, banners, promotions, product recommendations, and editorial content. Seen from the user’s perspective, these elements should all be parts of the same picture, presented in a coherent context. The user expects content shown in all of these panels to be orchestrated and related to what is relevant to him or her right now (see Figure 1).
Information Needs to Be Relevant: Targeting Customers with Product Recommendations Is Valuing Customers Is Keeping Customers
Using the behavioral data generated by product information and customer data (see the entire whitepaper), companies can:
- Monitor product exposure for different customer segments
- Gather information on how your visitors name, find, and filter products
- Learn which requests, products, and categories best boost the conversion of your channel
- Follow up customer behavior online after execution of print campaigns
- Learn which changes in product data have the biggest impact on conversion
With cutting-edge product information management, you can guide and inspire your customers with instant, highly relevant content like real product recommendations. Doing so makes all the difference in boosting the quality of their shopping experience and, ultimately, their loyalty to your site.
One last thing: Have you already thought about tailoring other sales and marketing channels beyond e-commerce and e-mail? What is the next logical buy at a call center or at an on-site store?
Marketing is changing how we leverage data. In the past, we had rudimentary use of data to understand how marketing campaigns affect demand. Today, we focus on the customer. The shift is causing those in marketing to get good at data, and good at data integration. These data points are beginning to appear, as are the clear and well-defined links between data integration and marketing.
There is no better data point than Yesmail Interactive’s recent survey of 100 senior-level marketers at companies with online and offline sales models, and $10 million to more than $1 billion in revenues. My good friend, Loraine Lawson, outlined this report in a recent blog.
The resulting report, “Customer Lifecycle Engagement: Imperatives for mid-to-large companies,” (link requires sign up) shows many midsize and large B2C “marketers lack the data and technology they need for more effective segmentation.”
The report lists a few proof points:
- 86 percent of marketers say they could generate more revenue from customers if they had access to a more complete picture of customer attributes.
- 34 percent cited both poor data quality and fragmented systems as among the most significant barriers to personalized customer communications.
- On a similar note, only 46 percent were satisfied with data quality.
- 48 percent were satisfied with their web analytics integration.
- 47 percent were satisfied with their customer data integration.
- 41 percent of marketers incorporate web browsing and online behavior data in targeting criteria—although one-third said they plan to leverage this source in the future.
- Only 20 percent augment in-house customer data with third-party data at the customer level.
- Only 24 percent augment customer data at an aggregate level (such as the industry or region). Compare that to 58 percent who say they either purchase or plan to purchase third-party data to augment customer records, primarily to “validate data integrity.”
Considering this data, it’s pretty easy to draw the conclusions that those in marketing don’t have access to the customer data required to effectively do their jobs. Thus, those in enterprise IT who support marketing should take steps to leverage the right data integration processes and technologies to provide them access to the necessary analytical data.
The report includes a list of key recommendations, all of which center around four key strategic imperatives:
- Marketing data must shift from stagnant data silos to real-time data access.
- Marketing data must shift from campaign-centric to customer-centric.
- Marketing data must shift from non-integrated multichannel to integrated multichannel. Marketing must connect analytics, strategy and the creative.
If case you have not noticed, in order to carry out these recommendations, you need a sound focus on data integration, as well as higher-end analytical systems, which will typically leverage big data-types of technologies. For those in marketing, the effective use of customer and other data is key to understanding their marketplace, which is key to focusing marketing efforts and creating demand. The links with marketing and data integration are stronger than ever.
Yesterday I attended Informatica’s first annual Cloud Connect conference in San Francisco, which was followed by a Dreamforce 2012 kick-off party sponsored by our partners Astada, Covisint, MicroStrategy and Zyme. It was a busy day, with a keynote from Juan Carlos Soto focused on the three pillars of our cloud computing product strategy, a deep-dive technical update and Ask the Experts stations for one-on-one interaction with product management. We also announced the winners of our 2012 Cloudy Awards! Congratulations to all of the winners! I’ll post some pictures next week. (more…)
A few days ago, I got a text message from a friend telling me that my favorite company’s stock price was suddenly tanking and that I should dump my holding. So I went to the news portal to get a stock quote and see where the stock price happens to be. I found that the stock didn’t move much at all. Thinking that it might’ve been a prank text message, I ignored it. To my dismay, the stock quote I saw was delayed by 20 minutes and the decline wasn’t yet reflected in the news portal. (more…)
In my last post, I introduced the notion that the persistence and/or use of location data as attribution is becoming ubiquitous. Whether we look at the stand-alone GPS devices that decorate the array of windshields across the parking lot or the capabilities typically embedded within our mobile telephones, precise location is, to some extent, overtaking the concept of “address.”
And perhaps there is some value to increasing the use of dimensional coordinates in lieu of an address. As I commented in my previous post, there are still many situations where errors or flaws in location information lead to business impacts. A common example involves marketing or sales mailings – incorrect delivery addresses increase costs when mailings or catalogs are sent to nondeliverable or incorrect addresses. (more…)