This integrated experience business sought to personalize the entire customer journey to increase loyalty, upsell to existing customers, and improve marketing spend across their campaigns. The strategy to accomplish the goal is by extending their digital capability to include offline customer data & transaction data to drive growth.
Goals | Tactics | Value Unlocked |
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Orchestrate real-time customer journeys Drive repeat purchases from new customers Improve marketing efficiencies and reduce media costs |
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Category | Goal | Use case | Description |
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Customer Journeys | Acquisition | Welcome Series | Welcome new subscribers with introduction to the business, product & services |
1st purchase program | |||
Improve Sales | Abandoned Cart/Browse | Recover prospective purchasers and drive-up sales | |
Product Review/Cross-Sell | Cross-sell more items with Product reviews. | ||
Product Promotions | |||
Time to Reorder | Recurring reminder for cyclic products/services | ||
Brand Loyalty | Win back | Recover customers who have been inactive. | |
Birthday Reminders | Foster a more personal relationship with your customers by being part of their birthday celebration! | ||
Merchandising | Manage Inventory | Back in Stock | Improve inventory by showing customers products they wanted are back in stock |
Next Best Category | Identify best categories/selling for users | ||
Best Sellers | |||
Price Drop Reminders | Show users that items they liked have a reduced price | ||
Similar Products | |||
Personalize | Increase Conversion | Coupons/Offers | Show best offers/coupons to customers |
Personalized Product Search | Improve search experience | ||
Product Recommendations | Improve product browsing experience | ||
Omni-Channel Experience | Reach customers across all channels | ||
Measure | Understand Customer Journeys | Cross Channel Campaign | Measure cross channel campaigns |
Segment Performance | Understand segment performance and contribution | ||
Fallout Reports | Visualize conversions at each stage | ||
Cohort Analysis | Measure engagement between segment groups | ||
Click-to-Brick Reports | See how customer conversions lead to in-store experience | ||
Attribution | View which touchpoint/experience has the highest influence on purchase conversion | ||
Predictive Insights | Know more about customer propensities |
Use Case/Integration | Link |
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CJA + AEP | Customer Journey Analytics Blueprints Overview |
Customer Journey Analytics - Use cases | |
AJO + AEP | Adobe Journey Optimizer - Use cases |
Decision Management | |
RTCDP + AEP | Online/Offline Audience Activation |
Experience Platform + Application Activation | |
Marketo + AEP | B2B Activation & Marketing |
Target + AEP | Adobe Target Use case - Behavioral Web/Mobile Personalization |