Using Personalisation To Reduce The Friction

using personalisation to

reduce the friction.

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customer lifetime value.(CLV)

def: Customer revenue less the cost to

acquire and then serve the customer

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value to relationships.

calculate profitability.

guides marketing decisions.

focus and loyalty.

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customer maturity model.

consumer

digital

ecosphere.

commerce

content

community

Mary Meeker, internet trends 2014

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reducing the friction

make it easier for the customer.

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Foundation

200,000

visits

2,000

bookings

1%

conversion

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reducing the friction.

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22%

lower

bounce

rate

7%

increase

holiday

searches

32%

increase

hotel &

packages

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107%

improvement

in sign ups

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55%

increase

online

booking

16%

growth

in

business

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learned, explicit

& implied data.

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add more.

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the human API

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the human API

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what next?

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top tips. know your customer

think about their journey

reduce the friction

what can you learn

what can you add?

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thank you.

Paul Stephen

[email protected]

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