big data & why it is important speaker: robert owen ... · big data & why it is important...
TRANSCRIPT
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Big Data & Why It Is ImportantSpeaker: Robert Owen
Director of Marketing,Sales & PR Blackpool Pleasure Beach
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Blackpool Pleasure Beach• Established in 1896• 42 acre Amusement Park including
IP’s such as Nickelodeon, Wallace & Gromit and The Red Arrows
• Two main target markets - families with children and thrillseekers
• Various different businesses with different customers.
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Blackpool Pleasure Beach
• Blackpool Pleasure Beach has many different businesses which form part of the Pleasure Beach.
• The Park – Marketing B2C, Groups B2B & Corporate B2B• Hotel• Theatres• Venues• Restaurants
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Why is data important?
• The more we know, the better we can communicate a bespoke message/product offering to a potential customer and the more likely we are to sell to them.
• Data enables easier, frictionless and sometimes automated sales
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Value of data
• More valuable than oil• (https://www.economist.com/news/leaders/217216
56-data-economy-demands-new-approach-antitrust-rules-worlds-most-valuable-resource)
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CRM In Practice
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CRM In Practice
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CRM In Practice
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CRM In Practice
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Achieving a single customer view
• Why?• Each of our attractions has many different businesses
attached. One customer can become a customer for each of these diverse businesses. A park customer can become a hotel customer.
• By understanding our customers better we can utilise their information to extract as much revenue as possible.
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Achieving a single customer view
Customer AJob: School TeacherAge: 37Children?: 8yrs, 3yrsDOB: 20/09/1980
Last Purchase:Family of 4 wristbands4 x Hot Ice
Ideal Messaging: Family Fun/Nickelodeon Land
Other actions?Venue hire for 40th birthday?Inform about our educational reward trips?Send information about other shows & ice skating
Customer CJob: CEOAge: 37Children?: NoDOB: Unknown
Last Purchase:3 Night Stay @ BBH on business
Ideal Messaging: Luxury hotel accommodation
Other actions?Do they have kids? Inform about park for future visit?Venue hire for future conference?
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Feeding in data
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Making CRM projects successful
• System• Processes• Staff• Buy in from above• Change management & acceptance• It is not easy, but it is worth it.
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How to acquire more data
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How to acquire more data
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How to acquire more data
Want to try?
1.Open snapchat or a QR code reading app of your choice2.Point your phone at the screen and touch the QR code3.Fill in the form
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What happens next?
1. You will enter into our CRM system2. You will have an email confirmation thanking you for your
entry3. Your preferences will automatically segment you into a
number of marketing lists4. You will start to receive timely and targeted email
communications based on your preferences.
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Other new methods of data collection
• Our average basket includes 4 wristbands• When we take the booking online which is 68% of all our
bookings we only get the information of 1 of the 4 visitors.• It is our aim to get the details of the remaining 3 visitors. On
average this could contribute x extra revenue
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Summary
• Data is extremely valuable• The more you know about your customers, the easier they
are to sell to• Change is required, this is not easy. “if you do what you
always did, you will get what you always got”
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COMPAGNIE DES ALPES
WHERE EMOTION CREATES VALUE
1
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CDA FIGURES #1 WORLDWIDE IN SKI RESORTS, #4 IN EUROPE FOR LEISURE PARKS AND INDOOR LEISURE
25 SITES = 22 MILLION VISITS / YEAR
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26/9/20164
Optimize & Expand
Business Performance
Achieve Very High
Customer Satisfaction
Deliver a unique and
personalized customer
experience through all
touchpoints (multicanal
cutomer relationship)
2 major objectives of CDA Digital Transformation
D I G I I T A L D L 1 6 / 1 7
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04/10/20175
WHY TALK ABOUT USER EXPERIENCE ?
EASIER EXPERIENCE
PERSONALIZED EXPERIENCE
SHARED EXPERIENCE
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04/10/20176
AGE OF PRODUCT
A COMPLICATED WORLD
Product quality, Performance optimization, internal
Control
Long innovation cycles
AGE OF CONSUMER
A COMPLEX WORLD
Understanding of customer
journey, collective innovation
Short innovation cycles
EXPERTISE IN SPECIFIC FIELDS
AGE OF SPECIALISTS
Source: Forrester
UNDERSTANDING OF AN
ECOSYSTEM
AGE OF GENERALISTS
WHY TALK ABOUT CUSTOMER EXPERIENCE TODAY?FROM THE ERA OF PRODUCT TO THAT OF CONSUMER
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04/10/20177
AN ORGANIZATION BASED ON THE CUSTOMER JOURNEYINTERNAL/EXTERNAL COLLABORATION BASED ON PROJECTS AROUND TOUCHPOINTS
ONE SINGLE OBJECTIVE : VERY HIGH CUSTOMER SATISFACTION
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04/10/20178
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04/10/20179
ONLINE PURCHASEPERSONALIZED PACKAGE RECOMMENDATION, FAST PASS…
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04/10/2017
A C T I O N L E A R N I N G - R É - I M A G I N E R N O T R E M O D E D E D I S T R I B U T I O N10
CHANGING MINDS
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04/10/201711
REAL-TIME INFORMATIONWAITING TIMES
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04/10/201712
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13
ADVERTIZING PERSONALISATION WITH CDA SCOREONE SINGLE GRADE ON DISPLAY ADVERTISING BANNERS & GOOGLE ADWORDS “SEA”
+21%Additional
turnover
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04/10/201714
REAL-TIME PERSONALIZATION OF PARC ASTERIX WEB SITESTARTING ONE YEAR AGO
Page displaying Offers Page of order
confirmation
Home Page
+14%Additional
turnover
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04/10/201715
PERSONALIZATION OF RELATIONSHIP PROGRAM FOR PARC ASTERIX VIA RECOMMENDATION ALGORITHM DE RECOMMANDATION / COOKIES
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04/10/201717
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FROM A SOCIAL MEDIA STRATEGY TO AN INFLUENCE STRATEGYDEVELOP A COMMUNUNITY BRAND
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04/10/201719
BRAND ADVOCACY PROGRAMCERTIFIED VISITOR REVIEWS (SEO) ET COMMUNITY CHAT
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04/10/201720
BRAND ADVOCACY PROGRAMSPONSORSHIP OPERATIONS
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04/10/201721
A VIRAL CONTENT STRATEGY WITH OUR « E-RP » DIGITAL INFLUENCERS
EXAMPLE : PEUR SUR LE LIVE @PARC ASTERIX (HALLOWEEN SEASON)
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FROM A SOCIAL MEDIA STRATEGY TO MEDIA CONVERGENCE STRATEGYAN AMPLIFIED CREDIBILITY OF SOCIAL REVIEWS & E-PR
OWNED MEDIA– PARC ASTERIX SITE WEB MEDIA PURCHASE – HALLOWEEN CAMPAIGN
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FROM A CONTENT STRATEGY TO A « PERFORMANCE CONTENT » STRATEGYSOCIAL MEDIAS & E-PRINFLUENCERS IMPACT SEARCH ENGINE OPTIMIZATION
KPI « CONTENU PR » : IMPRESSIONS, COMMENTAIRES, PARTAGES
KPI « PERFORMANCE CONTENT »: VISIBILITE SUR LES MOTEURS DE RECHERCHE
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COMPAGNIE DES ALPES
THANKS FOR YOUR ATTENTION
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