Understanding your customers will improve returns

In today’s retail and shopping centre landscape, it is becoming increasingly difficult to compete for consumers’ attention, says Steven Burnstone, CEO and head of analytics for Eighty20 Consulting

Standing out and being attractive to consumers is not impossible-all it takes is an understanding of your customers.

Burnstone says that understanding one’s customer base is key. “The way businesses communicate to customers is one of the many areas that need to be focused upon. Businesses need to shift away from traditional, product-focused advertising models and focus on delivering advertising and promotional messages that are customer-focused and tailored to specific individuals.”

Burnstone shared invaluable insights at the eighth annual South African Council of Shopping Centres’ (SACSC) Research Conference on 9 May 2018.

South African customers are members of multiple programmes, receiving countless marketing messages across all channels. How can retailers set themselves apart and be heard in this competitive environment? Big data and artificial intelligence is enabling retailers to speak more accurately to customers and better understand what marketing strategies work best to drive feet in stores and grow customer satisfaction.

Customer behaviour changes achieved by promotional campaigns and loyalty programmes can be assessed.

“In highlighting the data required, methods used and the common problems encountered, we can uncover some of the nuances of customer behaviour change and what to look out for. We can look at some of the insights gained from these analyses and see how they can be used to systematically optimise these campaigns and programmes.

“These can improve the efficiency of marketing to customers, through personalised targeting of messaging and communication channel.”

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My Office News Ⓒ 2017 - Designed by A Collective


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