We are bringing in 3 external agencies with different approaches to obtaining and using customer data and insight.
A brief summary of what they can offer is below.
Please register your interest in attending any of these presentation sessions.
(10.45 – 12.15)
Members are sitting on a wealth of customer data accumulated in various ways. Furniture members in particular have the benefit of capturing full customer purchase and address information for delivery purposes. However, what most members are not doing is leveraging this to any great effect to turn current customer data into future profit. R-cubed take the information from every sale, click, like, post and text and, through intelligent data analysis, give you valuable customer intelligence. That is, identifying what communications, and when, are most relevant to the most valuable customer segments.
By analysing past customer behaviour you can be predictive about those with the greatest propensity to purchase from you and means that you can focus your marketing activity in the most cost effective way and with the greatest ROI.
In short it enables you to get the right message to the right customer, right now and Jon Epstein, the founder of R-cubed, will explain their methodology and draw on some case studies to demonstrate the power of what can be achieved.
(13.00 – 14.30)
Many major businesses continuously capture customer feedback on their experience via email and online survey responses. A leading provider of this is a US company called CFI who have clients such as IKEA, Sainsbury’s, Selfridges, Mercedes and Barclays. They typically work with such large clients at contract rates that would be well out of reach of our members. However, we are establishing a group arrangement with them at an annual cost of no more than £3000 per member. This would provide the facility to request, capture and analyse customer feedback of an unlimited number over 12 months. Most importantly, CFI have a Customer Satisfaction Index methodology that gives analysis and insight as to which business parameters should be changed in response to real customer feedback and what the commercial benefits of doing so should be.
Ross O’Neill representing CFI will explain how this works and give some examples of how the analysis can improve the bottom line.
(14.45 – 16.15)
Redfish Group are currently working with several major retailers, including Browns of York, to provide the functionality and management of their integrated website and loyalty programme. They have a low cost platform that can track customer behaviour across single or multiple sites and multichannel. The insight that this data provides on customer basket, recency and frequency of visits is then used to be able to identify the most valuable customers and to formulate cost effective and targeted marketing campaigns.
Mike Anderson and Melanie Lewis from Redfish will share some of the Browns experience and what their Personal Shopper technology can achieve for other members.
Places will be on a first come first served basis and you may sit in on any or all of the presentations.
Please register your interest and indicate which of these you’d like to hear:-