Aim to Create a Single Customer View
Customer data from multiple sources, data silos, and difficulty translating fragmented data into actionable insights, are challenges retailers face as they look to first-party data to identify customer behavior, create more targeted marketing and engagement strategies, or lower cost per lead.
Danone Indonesia is a food and beverage company committed to sustainable and equitable nutrition. Its Specialized Nutrition division oversees multiple brands including SGM Eksplor, SGM Bunda, Lactamil, Bebelac, and Nutrition Royal, which provide millions of customers with nutritional beverages around the world. Historically, though each brand captured its own customer data via in-store interaction, websites, SMS, and WhatsApp, the data were manually stored in spreadsheets and CSV files, resulting in disparate, isolated data sets.
Danone Indonesia chose a CDP to aggregate multiple data points and create a single customer view, which allows them to create more precise marketing strategies. Digital analytics manager Epsilon Analisa Akbar, says Danone Indonesia’s CDP, “makes it possible to collect several data sources into a single database and normalize that data across different variables, enriching customer profiles.”
The company now has timely insights into consumer behavior and can cost-effectively target precise customer segments with personalized messages and offers. Additionally, Danone Indonesia’s CDP culls data from Careline, the company’s customer support line. “Because we can connect our databases to Carline, we can drive meaningful conversations based on previous customer interactions and increase engagement,” says Epsilon. When customers call the support line, the company now has a holistic view of that customer including past purchases, website engagement, and interests, which translates to a deeper, more engaged customer experience.
Flexibility is Key to Data and Analytics Growth
Darrin Samaha, VP of marketing at Yesway, illustrated the importance of recognizing when an enterprise’s data strategy needs to grow when he discussed how his company overhauled the “Yesway Rewards Program” with a new loyalty partner at Analytics Unite 2023.
Yesway refocused its program to accommodate pandemic demands, acknowledging that many competitors accelerated their investment in tech, integrating touch points like online ordering, delivery, and better customer experiences. Samaha says Yesway has “flipped the script” and is focused on measuring loyalty program success through metrics like wallet share.
Though the landscape may be challenging as retailers look to expand their data strategies, flexibility and adaptability will be key for organizations to maximize the full potential of their analytic efforts.
For companies looking to mature in their data strategy, retail leaders suggest a small-scale focus, solving a specific problem, then building on that success.
As Mars Wrigley’s Deepak Jose notes, “Find one area you are inspired with and do it really well and you can transform your organization.”