Customer Profiling

Our Customer Profiling service provides several key insights into your customer profile – insights that are key to understanding key drivers of your business performance such as customer profitability, revenue growth, customer acquisition strategy, cost of customer acquisition, ideal product/service mix, etc.

Components of this service include:

  • Best & Worst Customers: Our customer decile analysis will help you identify customer clusters, and rank those clusters based on customer spend. When overlaid with additional data such as recency, visit frequency, etc.
  • Know Your Customer-Value Segments: What are your customer value segments? What are the customer counts for each value segment? What can you do to move customers up the value segment hierarchy? Our customer profiling exercise can answer these questions for you.

  • Know What‘s In Your Customers’ Baskets: Our Market Basket Analysis can help drive your cross-sell & up-sell recommendations. Knowing items frequently purchased together by customers across different segments can help you fine-tune your ‘you might like this’ offers.
  • Life-Time Value (LTV) Of Your Customers: Understanding and quantifying the value each customer represents, and how this value varies across your business segments, is a key determinant of profitability and customer acquisition strategy. Our LTV models will help you put a precise dollar figure on each prospect.
  • Purchase Frequency: How does purchase frequency vary across your customer segments? What are the key factors driving purchase frequency? Let our analytics-driven insight help you uncover these details.
  • Customer Preferences: Knowing when and where purchases are occurring can help you time your promotions. How does channel preference vary across time of day? Are weekend shopping baskets significantly different than weekday baskets?

Audience Targeting

Our analytics service helps you understand the attributes & behaviors driving your most profitable & loyal customers. Audience targeting builds on this understanding to help you find and attract more customers that are similar to your best customers. Our SoLoyal platform supports omni-channel marketing so you can reach your prospects where they are most likely to be, and with a message that is customized to resonate with them.

Components of this service include:

  • Find Prospects Matching Your Best-Customer Profile: Once we figure out the true makeup of your customers, we can harvest industry-specific databases to find prospects that resemble your loyal customer base.
  • Reach Them On Their Preferred Channels: With support for omni-channel marketing built into our SoLoyal platform, we can help drive your marketing messages to your customers and prospects across traditional as well as new-age channels. Using a variety of automated & manual methods, we can augment your prospect profiles with their social media handles to help you reach them where they are most likely to hang out.
  • Engage & Attract New Customers: With campaigns and messages designed specifically to appeal to the interests and buying habits of each of your loyal customer segments, our audience targeting service incorporates effective tactical approaches to customer acquisition for each target segment.
  • Messages That Resonate: In an era of increasingly short attention spans, your marketing message has less than a few seconds to grab attention. To be click-worthy, your message has to have the right combination of offer & messaging. We use knowledge gleaned from our in-depth customer profiling, and the experience gained from managing hundreds of campaigns, to improve the odds of grabbing your prospects’ attention.

Customer Retention

Retaining customers is a lot less expensive than acquiring new ones, especially if the life-time value of your customers is high. Our analytics offering helps you determine key customer attributes while our predictive models estimate the probability of customer attrition.

Components of this service include:

  • Attrition Risk: Knowing if, and when, you are likely to lose customers will help you design and execute strategies and campaigns aimed at incentivizing your customers to stay. We use predictive models to determine risk of customer attrition for each of your customer segments.
  • Customer Loyalty Program Design: Our analytics can be used to drive your customer loyalty program & strategies. Analytics should drive decisions around who to target as well as what to offer.
  • Churn Analysis: Based on recent interactions with customer, analyze whether the customer might be about to leave. Also, what incentive might be best to retain the customer?
  • Life-Time Value (LTV): Knowing customer LTV will help you determine the dollar value of incentives you can offer at-risk customers. It can also drive strategies for messaging, incentives & retention.
  • Retention Campaign Message Strategy: Retention campaigns are most effective when the messaging and retention offers are customized to the individual level (using our Next-Best-Offer models).
  • Migration Dynamics: Customer purchase volumes and frequencies can change over time, especially if you offer a broad mix of products or services. Customer migration – both to lower-revenue producing deciles as well as to competitors – is a real risk. Analytics can help you identify, understand and manage these risks.

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