Premium Essay

Retail

In:

Submitted By sarasidh
Words 422
Pages 2
CUSTOMER INSIGHT:

Managed Analytics

INDUSTRY: RETAIL

CASE STUDY:

Leading Eastern European Department Store Boosts Loyalty
THE CHALLENGE Revamping customer relationships challenged by the economic crisis
This client is one of the largest department stores in the Eastern Europe region with 55 stores serving 28 million customers. Following the economic crisis in 2001, the client faced declining profits. Revenue fell and costs increased. Meanwhile, the company’s loyalty program was in disarray because customers did not find the program valuable. As a result, the company’s reputation was in jeopardy. The client decided a one-to-one customer relationship strategy was necessary to create a customer-centric business model and improve loyalty.

THE WORK Data-driven valuation for a relaunch
The client engaged Peppers & Rogers Group to help build customer-based strategies, specifically around the relaunch of its loyalty card. Peppers & Rogers Group worked with the client to define the value proposition, determine business requirements, identify performance evaluation metrics, and design a process for card management. The Managed Analytics team conducted customer value and needs assessments, placing customers into value tiers and needs segments for a better understanding of each customer portfolio. From those portfolios, the client could design and implement appropriate customer acquisition programs. As part of the needs analysis, common and unique customer needs were identified and were segmented into hypothetical categories. Peppers & Rogers Group then conducted surveys with a focus group to compare the ideal state to the client’s current state. The resulting factors were clustered to reveal needs segments. For example, customers suggested the client create a gift management program and a “valuable shopping” reward program as part of the loyalty card. Peppers

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