connecting the dots to build customer loyalty · social media –facebook ... connecting the dots...
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![Page 1: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/1.jpg)
15/09/2015 |1
Connecting the dots to build
customer loyalty
Dimitris Koronaios 15/9/2015
![Page 2: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/2.jpg)
The story begins…
… in 1939 on the Voulis street
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1st
STOREINNO-
VATION
QUALITY
CUSTOMERSERVICE
LOYALCUSTOMERS
![Page 3: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/3.jpg)
`
… and it goes on and on…
1950: 2nd store (Stadiou street)
1970: 1st Super Market in Greece in Psychiko
2nd
STORE1st
SM
QUALITY
CUSTOMERSERVICE
ASSORT-MENT
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CUSTOMER
EXPERIENCE
![Page 4: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/4.jpg)
…until today!
More than 300 stores almost all over Greece
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So far… so good with one channel
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Connecting the dots is easy!
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What about more channels?
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Connecting the dots is quite difficult!
|8https://karinzastrow.wordpress.com/2013/07/29/connecting-the-dots/
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Our Priority
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To provide the best possible customer
experience throughout the whole customer journey
![Page 10: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/10.jpg)
Let’s start over
… in 2015
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STARTINNO-
VATION
?
?
LOYALCUSTOMERS
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To connect the dots…
To connect the dots…
you need to have dots to connect!
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You need to have assets!
First of all!
![Page 13: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/13.jpg)
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First and foremost digital assets!
![Page 14: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/14.jpg)
+Digital assets
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STARTINNO-
VATION
DIGITALASSETS
?
LOYALCUSTOMERS
![Page 15: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/15.jpg)
AB assets
AB digital assets
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![Page 16: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/16.jpg)
Web Site
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![Page 17: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/17.jpg)
Web Site
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• 400k+ visits/month
• 1.4m page views/month
• 100k+ e-mails(35% avg. open rate, 7.5% avg. click rate)
Features: e-leaflet, promos, recipes, store locator, various info
![Page 18: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/18.jpg)
Loyalty Portal
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![Page 19: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/19.jpg)
Loyalty Portal
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• 30k+ loyalty accounts(* accounts linked with AB Plus card)
Features: link AB Plus card, issue new card, access history of purchases
![Page 20: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/20.jpg)
eShop
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![Page 21: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/21.jpg)
eShop
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• 9k+ products
• 700+ active promotions
• On going roll-out for Attica (will be completed in 10/2015)
Features: shopping lists, delivery slot, cash & debit card on delivery, backend integration (picking app)
![Page 22: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/22.jpg)
Mobile app
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![Page 23: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/23.jpg)
Mobile app
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• 125k downloads
• 10-12 push notifications per month
(24% average open rate)
Features: promos, recipes, store locator, various info, newsletter subscription
NEW VERSION Q4/2015
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Info Kiosk
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![Page 25: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/25.jpg)
Info Kiosk
• In 70 stores
• 55k+ engaged customers
Features: mobile coupons, promos, print/email recipes, various info
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![Page 26: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/26.jpg)
Social Media – Facebook
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![Page 27: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/27.jpg)
Social Media – Facebook
• 420k+ fans
• 1.6m+ monthly reach
• 524 brand posts (*)
• 305k+ likes, comments, shares (*)
• 753 requests for customer support (*)
(*) HY 2015 |27
![Page 28: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/28.jpg)
Social Media – YouTube
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![Page 29: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/29.jpg)
Social Media – YouTube
• 320+ videos
• ~950k views(450k views in 2015)
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![Page 30: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/30.jpg)
In-Store free Wi-Fi
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![Page 31: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/31.jpg)
In-Store free Wi-Fi
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• In 30 stores
• Micro location capabilities
• Analytics (New & Repeat visitors, Dwell time)
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The benefit of having digital assets
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Customer insights
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+Customer Insights
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STARTINNO-
VATION
DIGITALASSETS
CUSTOMERINSIGHTS
LOYALCUSTOMERS
![Page 34: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/34.jpg)
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The next challenge…
eShop
Wi-Fi
Mobile App
SocialNews-letter
Info Kiosk
Web Site
CustomerBehavior
Integrate the assets!
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How?
How?
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AB Plus
1,3m+ households!
![Page 37: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/37.jpg)
eShop
Wi-Fi
Mobile App
SocialNews-letter
Info Kiosk
Web Site
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AB Plus
CustomerBehavior
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+Loyalty Scheme (AB Plus) Integration
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STARTINNO-
VATION
DIGITALASSETS
CUSTOMERINSIGHTS
LOYALCUSTOMERS
LOYALTYINTEGRATION
![Page 39: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/39.jpg)
After Integration comes…
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![Page 40: Connecting the dots to build customer loyalty · Social Media –Facebook ... Connecting the dots to build customer loyalty Author: Dimitris Koronaios Keywords: Omni channel, customer](https://reader033.vdocument.in/reader033/viewer/2022042413/5f2d2cf330ba40681a23ddbe/html5/thumbnails/40.jpg)
+Big Data
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STARTINNO-
VATION
LOYALCUSTOMERS
DIGITALASSETS
CUSTOMERINSIGHTS
LOYALTYINTEGRATION
BIG DATA
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From Data to Actions
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DATA ACTIONS
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From Data to Actions
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DATA INSIGHTS ACTIONS
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From Data to Actions
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DATA INSIGHTS ACTIONSANALYTICS
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+Analytics
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INNO-VATION
LOYALCUSTOMERS
DIGITALASSETS
CUSTOMERINSIGHTS
LOYALTYINTEGRATION
BIG DATA
ANALYTICS
START
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Dots connected!
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CUSTOMERJOURNEY
LOYAL
CUSTOMER
DIGITALASSETS
CUSTOMERINSIGHTS
LOYALTYINTEGRATION BIG DATA ANALYTICS
TAKEACTIONS
IMPROVEEXPERIENCE
HAPPYCUSTOMER
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15/09/2015 | 46