Pointillist 10 13-16 webinar w-loyalty360

Retention is the Key to True Customer Centricity

Start Driving Insight-Rich Customer Interactions Today

Prepared for: Loyalty360 Members October 13, 2016

© 2016 Pointilist All rights reserved. Page | 2

What We Will Cover

1. Introductions – who we are and what is Pointillist

2. What does it take to be customer-centric, and what value does it bring?

3. The evolution of roles and analytics tools

4. Brief demonstration of Pointillist, with a current use case

5. Conclusion / Q&A


Your Presenters

PARAG PATHAK DAVID HAZELTINE Head of Product Marketing Director, Demand Gen Pointillist Pointillist


Who We Are

o Customer Journey Orchestration Engine

o revolutionizing how B2C organizations retain their customers

o driving real-time behavioral insights and influences individual journeys – in the moment

A Few Statistics That Might Raise Some Eyebrows…


On the Consumer Side…

Engaged consumers… buy nearly twice as frequently as their unengaged

counterparts spend 60% more per transaction, and deliver 23% more revenue.

87% of consumers say brands need to put more effort into

providing them with a seamless experience. 73% say that brands pay more attention to generating sales

across channels than to providing an integrated customer experience.


On the Marketer’s Side…

29% say data is primarily a metrics driver to prove the value being driven by marketing. 68% of marketers say focusing on personalization and analyzing behavioral data boosts ROI – and 74% say it bolsters engagement.

36% are struggling to identify individual customer behavior information at scale.


On the Marketer’s Side…

42% of organizations feel they cannot drill into enough detail within their data to gather actionable insights.

Only 23% have invested in predictive tools; 33% are enriching profiles with third-party data; 24% pull insights from customer forums or panels.


Loyalty360 says…


Audience Poll #1…

Does your organization have a formal plan in place to increase customer retention?

o Our retention rates are already great!

o Yes, we have a plan

o No, but we’re discussing it

o I wish we had a plan


What does it mean to be “Customer-Centric?”

Customer Centricity Is NOT…

Focusing on the “average” customer. Courting and retaining low-quality

customers. Underspending on acquiring high-quality

customers.


What does it mean to be “Customer-Centric?”

Customer Centricity IS…

Using customer data to better understand and segment your customers.

Identifying your best customers and non-buyers. Focusing on products and services for those best

customers. Using Customer Lifetime Value (CLV) to segment your

customers. Bringing all departments together to work from a

customer-centric standpoint, rather than a product-centric perspective, to profit from the most valuable customers.


What’s the Value of Becoming Customer-Centric?

66% of marketing leaders do not know how much their

customers are worth to their organization. Companies have a potential 17% increase in sales when

they identify and maximize top-value customers.

Customer retention yields better profits than customer acquisition; increasing retention rates by just 5% increases profits by 25 to 95%.


The Evolution of Roles

YESTERDAY TODAY

Business Analyst,

Data Scientist, IT Marketing e-Commerce Customer Experience / Loyalty pros


The Evolution of Analytics Tools

TRADITIONAL DATA-CENTRIC CUSTOMER-CENTRIC TOOLS TOOLS TOOLS


Audience Poll #2

Who at your organization is currently most responsible for providing customer insights? oMarketing

o IT

o Business Analyst / Data Scientist o Our agency (outsourced)


Do You Really Know Your Customers?

Are you revealing meaningful customer journeys? Is the data you are analyzing actionable data? What if you had the ability to actually predict customer journeys? Better yet… what if you could INFLUENCE and DRIVE those journeys?


The Power of a Journey Orchestration Engine…

The Basic Fundamentals Behind a Journey Orchestration Engine:

1. UNIFY – via collecting agile, real-time data

2. IDENTIFY – via high-velocity insights

3. CONNECT – via rapidly capturing opportunities


A Brief Demonstration…


The Value of a Journey Orchestration Engine…

Lowers Acquisition Costs

Increases Initial Conversions

Maximizes App Usage

Predicts Purchase Intent

Grows Share-of-Wallet

Increases Retention

Increases CLV

Increases Revenue


As the saying goes…

“A journey of a thousand miles

begins with the first step.”

Just thinking or talking about increasing your retention rates and becoming customer-centric will not help you reach your goals – you have to take that first step.


Questions?


We’d Love to Hear From You!

Meet Pointillist at the Engagement Expo in Denver!

Follow Us: @PointillistView on Twitter

“Pointillist” on Linked In, Facebook, and Google+

“PointillistSolutions” on Instagram

Contact Us:

[email protected]

@paraghpathak

[email protected]

@davidhazeltine

mailto:[email protected]

mailto:[email protected]

Pointillist 10 13-16 webinar w-loyalty360

Data & Analytics