Enhacing Customer Loyalty

Enhancing customer loyalty through digitalization

About This Project

Overview & Challenge

Our client, a leading multinational retailer in Latin America, set a bold agenda that included a revamped digital strategy to stay competitive in the market and enhance customer relationship. Supported by Altair’s digital expertise and analysis, the client is now poised to capitalize on today’s technology and consumer preferences.

Altair’s Solution

Approach

Recognizing the evolution of customer preferences and the rising use of mobile platforms, Altair worked with the client management team to tackle some key questions related to the company’s digital strategy and mobile opportunity, including:

Las herramientas digitales son un valioso canal para alcanzar objetivos de diversa índole, tales como la proporción de información, venta de productos, oferta de servicios, etc

  • How should the price and assortment of the company’s online channel compare to its offline channel?
  • What services can the company offer to get strong customer rapport and increase their loyalty?
  • What should the company do to reach full potential in their omnichannel efforts?

The teams organized with two primary objectives in mind: to improve customer satisfaction and loyalty, and to develop stronger support for both online and offline sales. More specifically, Altair looked to create a seamless customer experience with an improved operating model that integrated its online, offline and mobile channels.

 

Recommendations

Altair’s Recommendation came in three different areas:

  • New clients

Defined where to play and how to win: In an effort to increase the loyalty of their customers, raise the number of omnichannel buyers and promote brand awareness and trials, the teams determined the company’s key points of differentiation on mobile based on their competitive advantages in store connectivity, content curation and product assortment.

  • Loyalty Strengthening

Supported by the Analytics team through big data analysis, customized promotion and special offers based on the consuming habits of the customers were pushed to their devices. Designed to attract traffic and encourage purchasing, the digital channel emphasized the right content and in-season products.

  • E-commerce opportunities

Multiple cross-selling/up-selling opportunities identified, processes and systems the teams created an environment where employees could focus on customer needs. The teams addressed the potential conflicts in price promotion across offline and online channels by establishing benchmarks and clarifying decision roles.

Outcome

With Altair’s help, the client’s investment in digitalization generated bottom line results and also enabled the organization to succeed with an omnichannel approach that met the expectations of its customers.

Country

Latam

Date
Category
Retail & FMCG

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