BE THE NEXT BEST ACTION HERO
ROB JONES, HEAD OF DELIVERY, QBASE
ROB JONES
Head of Delivery
YOUR BUSINESS OBJECTIVES
CUSTOMER
LOYALTY
INCREASE
AVERAGE
ORDER
VALUES
IMPROVE
MARKETING
ROI
DEVELOP
YOUR
BRAND
CUSTOMER BEHAVIOUR
FREEDOM
TO CHOOSE
PRICE
CONCIOUS
SEAMLESS
SERVICE
TREATED AS
AN
INDIVIDUAL
A SEGMENT OF ‘ONE’
PERSONALISATION
PRODUCT
TIMING
CONTENT
MAXIMISED
RESPONSE
PROMOTION
CHANNEL
PRODUCT
AFFINITY
CHANNEL
TIMING
PURCHASE
PROPENSITY
PRODUCT
ELIGIBILITY
PRODUCT
STRATEGY
NEXT BEST
OFFER
PROMOTION
AFFINITY
CONTENT
PROMOTION
PRODUCT
NBA PROCESS
CHANNEL
AFFINITY
PURCHASE
PROPENSITY
PROMOTION
ELIGIBILITY
PROMOTION
STRATEGY
TRIBES
SEGMENTATION
CONTENT
SUITABILITY
CONTENT
AVAILABILITY
CONTENT
SELECTION
PURCHASE
PROPENSITY
CHANNEL
ELIGIBILITY
CHANNEL
STRATEGY
CHANNEL
SELECTION
TIMING
ANALYSIS
PURCHASE
PROPENSITY
TIMING
CAPABILITY
SCHEDULING
NEXT BEST
ACTION
PREPARING FOR NBA
DEVELOP USE CASES
DATA CAPTURE & MANAGEMENT
CHANGE MANAGEMENT
ANALYSIS & MODELLING
TECNOLOGY
EXAMPLE USE CASES
WEBSITE
BANNERS
E-MAIL
PROGRAMMES
CALL
CENTRE
RETENTION
ABANDONED
BASKET
THE TRUTH IS OUT THERE
Mobile
data
Call centre
data
•Products
•Frequency & Value
•Tenure
•Channel
Online
data
•Channel
•Digital Consumption
•Time & Frequency
PURCHASE
HISTORY
ENGAGEMENT
HISTORY
PROFILE
SENTIMENT
Sales
data
@
Campaign
data
•Demographic
•Geographic
•Segmentation
Digital
data
IDENTIFY
QUALITY
•Social Media
•Customer Services
•Surveys
SINGLE VIEW
RESULTS
ORANGE / EE
4% increase in retention of most valuable
customers each month worth an
additional £2m gross profit per month*
* Source: Pegasus
** Source: Opera
SCHWAN FOODS USA
3-4% increase in revenues due to 1.2m
NBA personalised e-mails a day.**
I’ll BE BACK
NEXT BEST ACTION HERO 2 – THE DIRECTOR’S CUT
Coming to a computer screen near you Thursday 2nd June 1pm.
Any Questions?