Capture your customer’s mind… and you capture their heart! As you know, it’s all about building the experiences and relationship throughout the customer’s journey. So start with these 5 tips and see how the mind is a maze - that can truly amaze! Visit our website for more details and to subscribe to our eNewsletter http://www.digitalalchemy.asia Let’s connect… http://www.facebook.com/DigitalAlchemyLimited http://twitter.com/Digitl_Alchemy http://www.youtube.com/user/DigitalAlchemyPtyLtd http://www.linkedin.com/company/digital-alchemy http://plus.google.com/109695231036450612270/posts http://instagram.com/Digitl_Alchemy Don’t forget to follow our SlideShare channel for more content in the world of database marketing!

1. 5 tips for navigating through your customer’s mind

2. Customers are better informed, more nimble,
more selective and less loyal than before.

3. An average person receives
121 Emails every day*
121 Emails
* Source: DMR
** Source: Statistic Brain
A typical subscriber receives
491 SMSs per month**
491
Messages

4. An average person receives
121 Emails every day*
121 Emails
* Source: DMR
** Source: Statistic Brain
A typical subscriber receives
491 SMSs per month**
491
Messages
Beware of bombarding
them
with
unwanted
information
and
marketing
messages.

5. The age of generic marketing messaging is ...

6. The age of generic marketing messaging is ...

7. Technology has turned customers into
moving targets.They can easily block unwanted
communications; making it difficult to connect
with them in the future.
Unsubscribe

8. With the help of these 5 tips, marketers
can navigate through a customer’s mind,
find out what they think, and offer them
what they really want!

9. INTEGRATE
THE OFFLINE
DATA WITH
ANALYTICS

10. Customer data is everywhere. The key is to
figure out what’s actually meaningful and
what’s meaningless.

11. My Wish List
Beware of blind spots or limited focus, e.g. integrate online
with offline data - such as customers’ in-store activities and
feedback - and you’ll benefit from richer actionable insights.

12. Make sure you have one singular 360-degree view
of the customer, "single customer view", seen through
integrated online and offline data.
Female
165cmtall
Livesclosetoamall
Bilingual
Student of knitti
ng class
Visits www.buy.com
daily
Makes online purchase twice a monthUsually buys promotion items
Follows yearly colour trend
Updates blog often
Follows fashion trend Instragram
M
em
ber of yoga class
VeryactiveinsocialmediaSingle
Wearscontactlenses
BlackhairAllergictopollenRarelyusescash
Ownsasmartphone
Travels by car
Member of a sports club
Never wears makeup
Follows clothing trend on facebook
Going to a friend’s wedding in 1 month
Weights 50 kg
Loves pink colour
Registered for buy.com
prom
otion
Readsfashionmagazine
25yearsold
eBaymembership

13. DON’T
OVERLOOK
CUSTOMERS’
BREADCRUMBS

14. Every time a customer engages with your brand online,
they leave a trail of information behind.
www.buy.com
Sarah
SPORTS
$100
M
L
US 5 1/2
US 6
US 6 1/2
5 kg
8 kg
10 kg
Under $50
Second Hand
Buy

15. Using rich interactive content and “connecting the dots”
with complex analytics helps you to read your
customer’s mind, and gives you a much clearer
picture of what they like and don’t like.
$100
Second
Hand

16. Developing such insights, knowing what your
customers are thinking and doing, and predicting
customer behaviour faster and better than competitors,
gives you a distinct advantage. Ideally, you’ll know what
the customer wants before they realise themselves.
Dear Sarah,
50% OFFVitamin
Exciting news about your 50% offer

17. IDENTIFY
CUSTOMERS’
MOTIVATION

18. You need the ability to see things from the
customer’s point of view and understand what
they are thinking, feeling and doing. These 3 elements
play a key role in the customer’s decision making
and subsequently shape behaviour.
Ticket to USA
Buy

19. By understanding customer needs and expectations,
you’ll ideally know what the customer wants
before they realise themselves.

20. Armed with these insights, marketing campaigns
can be optimised to align with the customer’s motivations,
and delivering what best fits their needs and wants.
ticket.com <ticket@travel.com>
To: Joe Freeman
Get ready for your USA trip!
8 August 2016 9:16 AM
Car rent for you, Joe!
Get it

21. TAKE
CUSTOMER
FEEDBACK
(OR LACK OF IT)
INTO ACCOUNT
AT ALL TIMES

22. Data collected through customer feedback and
customer-service channels, etc. is “gold”,
because it captures their authentic voice.
You learn more truths, and gain valuable insights into
how customers use your products or services,
and more particularly - how they feel.
ABC Bank
New Message
ABC Bank
Incoming Call

23. Feedback is not only what is said, read or heard.
Silence is also a form of feedback
and it should not be overlooked.
ABC Bank
Missed Call
ABC Bank

24. ABC Bank
Look and listen for the silent scream.
Learn if, when or where your customer is losing interest.
ABC Bank
Missed Call

25. EXPLORE
THE ENTIRE
CUSTOMER
LIFECYCLE

26. It’s the journey that’s important and there’s no linear
or universal path. Each customer behaves differently
at different stages of the lifecycle. They also digest
information and perceive products differently.
Retention
Double your points
in the next purchase
Growth
Every $500 purchase,
get $10 voucher
Onboarding
Learn more
about your benefits
Acquisition
Recommend a friend,
get 30 points
Win back
20% off
our new collection

27. McKinsey & Company research indicates
that two-thirds of the decisions customers
make are informed by the quality of their
experiences along their journey.
www.buy.com New Items!! Promotion!! Buy

28. The key to developing a relationship is anticipating and
providing for the customer’s needs and expectations.
You should look at the full span of a customer’s lifecycle
before planning strategies in order to maximise interaction
and enhance engagement for their onward journey.
Customer
Lifecycle
Management
Growth
Onboarding
step 1
Retention
Win back
Acquisition

29. Customers are a company’s greatest asset, that’s why
a customer-centric approach must be at the heart of
today’s marketing. If you listen to, and understand customers,
identify customers’ needs, and offer them what they are
looking for, you effectively drive business growth and ROI.
And after all - isn’t that what you want...?

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FIND OUT
how to tell what your customers want
without asking them;
read the full article by
Digital Alchemy Team here