do you know your customer?
TRANSCRIPT
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Do you really know your customer ?
Hello!
Salam
Bastien RENAULT
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CUSTOMERS NEW TRENDS“ There is no good wind for the sailor who doesn’t know his port ”
Taste-communitingNo territory control
Selfie generationIntimacy democratisation
NEW CHANNELS NEW REFEREES
NEW NEEDS NEW BEHAVIOURS
Expectations Number of channels
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GCC TRENDS
Nationalities& education
CHANNELS PURCHASEMIX
MobileInstagramYoutubeSnapchat
Rationality
Hard to define standard patterns
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GLOBAL TRENDNew situation
Lateral power“reviewing or purchasing is voting”The Consum’actor is
born
Before
Now
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Why customers are abandoning a brand ?
GLOBAL TREND
Moved
Lured by competitor
Product/service dissatisfaction
Indifference from the brand68
%
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Customer relationship = trade relationship?
Trade relationship
Socialrelationship
Not anymore !
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Location Location Location
Presence Presence Presence
B2C H2H Human to Human
Ads Ads Ads
Content Content Content
CHANGE OUR BUSINESS APPROACH
BEFORE NOW
Slow Simple Small
Velocity Variety Volume
DATA DATA
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TO UNDERSTAND OUR GUEST
RETENTION COST < ACQUISITION COST
7 times cheaper…
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What is gathering them around you ?
UNDERSTAND OUR GUEST
What is their perceived value ?
“It is emotional, not material”
LINK ?The price?The service?The design?The image?
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HOW DO YOU DISCOVER YOUR GUEST ?
Capitalise on customer’s MMI syndrome“Me, Myself and I”
1
Don’t do the same thing !2
- Respect the 20/80 rule20% product, 80% sharable interesting
content- listen
“It takes 3 years to learn how to speak but an entire life to learn how to listen”
3 Have conversations ( ≠ Connections)
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HOW DO YOU DISCOVER YOUR GUEST ?Monitor your digital ecosystem4
“People confirm their state of mind or opinion to the community they trust”
Make an after purchase survey
- observe the contagion (+ or -)
- act quickly - let them express themselves in your garden
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HOW DO YOU DISCOVER YOUR GUEST ?
Rewarding him5
When ?
To get nominal data
Only purchases ?Also when Sharing posts, whenreferring new customer, when reviewing…
Why ?
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A T A D
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THE D.A.T.A. RULES
Draw in the staff
Accessibility
Tool Automation
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THE D.A.T.A. RULES
- all levels- move from a verbal to a written culture
- involve everybody since the beginning
Draw in the staff
D
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THE D.A.T.A. RULE
- relevant for each user- treated data
Accessibility A
no raw data
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THE D.A.T.A. RULE
Accessibility
AEx : from your counting machines, you get this kind of format
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THE D.A.T.A. RULEAccessibility
ABut you present this to the sales staff
Name and profile of the approaching customer
no raw
data
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THE D.A.T.A. RULEAccessibility
AYou present this to your operation managers
no raw
data
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THE D.A.T.A. RULEAccessibility
AOr this to your brand managers
no raw
data
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THE D.A.T.A. RULE
T Tool- interconnected (capture and storage tools)
Prepare your Business Process Mapping
And get a killer in your team
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THE D.A.T.A. RULE
- customer centric info
T Tool
CRM
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THE D.A.T.A. RULE
T Tool- adapted to your needs
Get a consultant !
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THE D.A.T.A. RULE
A Automation
Get a data cruncher !
Wow!Check this
Set your M2M alerts (SLA) : When do you want to be
notified…
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G
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THE DATA EFFECTPath to happiness
Getdata
knowyourguest
HappinessEmotional
relationshipBehavioral loyalty
customised offers
H2Happroach
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CONCLUSION
“Give products, you will feed their needs, give emotions you will feed theirheart”
And wallet is always close to the heart !
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THANK YOU
Bastien RENAULT