Customer Engagement
Driving commercial value across the customer lifecycle
ORCHESTRATING CUSTOMER JOURNEYS TO MAXIMISE COMMERCIAL OUTCOMES
Orchestrating multi-channels for multiple customer needs is for many businesses a very challenging task. Problems such as what content to display based on specific profiles, how to range a category within a specific store, the promotional components to share within marketing, how to incentivise behaviour to maximise commercial outcomes, are just some of the challenges faced.
To overcome these challenges requires an understanding of the heterogeneous nature of us all and a deep understanding of individual level customer data. It requires an understanding of how customer data can be used to drive integrated experiences across customer touchpoints, considering for example how a web visit becomes a store transaction. It requires an understanding of behavioural data, for example how to range a category or store to optimise commercial outcomes. It requires an understanding of how mass personalisation at scale can drive those moments that are truly valued. It requires an understanding of how technology can enable experiences that connect customers to brands and drive behaviour.
This is where hurlot can help, we bring together all these elements to enable truly integrated and highly commercially effective omni-channel experiences. Our approach is anchored in 3 key elements:
1. Leveraging individual level customer data including customer insight and advanced analytics
2. Visualising the desired customer lifecycle mapping business objectives to customer mindsets & behaviours
3. Running pilots in your channels across digital, CRM, marketing, e-commerce and in store.
CUSTOMER ENGAGEMENT SERVICES
Customer Lifecycle Strategy
Leverage data and insights to drive your desired customer experience and business outcomes, across all your customer touchpoints along the path to purchase.
Price & Promotion Optimisation
Activate deep customer insights through effective price and promotion optimisation pilots, in order to test and learn new sales, marketing & pricing strategies and drive commercial upside.
Category Optimisation
Fully understand customer buying behaviour and how to optimise category decisions by linking customer, product and service insights and then run pilots in your channels to validate findings and drive commercial upside.
Digital, Marketing & CRM
We provide tactical email, landing page, POS and digital creative & production if required to support pilot programs, however we are not a creative agency and prefer to work in collaboration with our clients creative or production partners.
CUSTOMER LIFECYCLE STRATEGY EXAMPLE DELIVERABLES
Communications Framework
Lifecycle Blueprint
EXAMPLES OF OUR IMPACT
x6 saving
Improving Cost to Serve:
Achieved a 6-fold reduction in cost to serve for a major middle eastern utility brand.
500% ROI
Engaging Customers:
Generated over 500% ROI for a major international automotive brand via lifecycle marketing.
$30m
Generating Loyalty:
Developed a strategy and roadmap for a $30m omni-channel transformation for a major multi-band retailer.