Relevant Raptor solutions in the Awareness phase:
Step 2: Personalization in the Consideration phase
In this phase potential customers have become aware of your brand and will start researching content, visit products and compare alternatives.
Based on the data you have gathered so far (clicks, views, and other previous interactions) you can now recommend similar or related products based on the customer’s previous interactions – and not just focus on best-selling or trending products.
Raptors Web- and Search advisors are therefore highly relevant in the consideration phase.
Which Raptor personalization solutions and data ingestions that are most useful in the Consideration phase.
Nudge with Behavioral Triggers
A good way to target your customers in the consideration phase is by using Raptor’s Behavioral Triggers. Triggers can be used to send automatic and highly relevant emails to subscribers based on their previous interactions on your site. The Product Interest trigger is great to target subscribers that have shown high interest in a product but have not added the product to the basket yet.
Create offline and online synergy
Offline data such as transactions from your physical store can also be used to improve online recommendations. If the customer shows interest in a certain product, you can use your offline data to determine what products should be featured as related products online, based on what has been purchased together with this specific product in your physical store.
Conversely, you can choose to furnish your physical store based on which products are often bought together.
You can also place in-store information screens that display bestselling products within a category or various other personalized recommendation modules as well as personalized on-site search. Just like on your website, but now in a physical setting in your store.
This way you’re using your collected customer data to create a coherent customer journey – both online and offline.
Case Study: BilligVVS increased search revenue by 15%
Relevant Raptor solutions in the Consideration phase:
Step 3: Personalization in the Purchase phase
In the purchase phase, potential customers have now shown enough interest in a product for you to deliver the right message at the right time, which will increase the chance of a conversion.
Now is the chance to finally make your prospect into an actual customer.
You can now use all your collected customer data from the previous phases. For example, you might look at which specific products potential customers have shown a high interest in. Or if some customers have abandoned various products in their basket.
Product recommendations can push your customers towards conversion, but sometimes you need to use other personalization solutions as well to give the customer the last and crucial nudge.
Which Raptor personalization solutions and data ingestions that are most useful in the Purchase phase.
Nudge towards your physical store
You can also use your online channels to drive customers to your physical store.
If you have products which normally can be difficult to sell online, you can encourage customers to visit your physical store for a closer look at the product. Features such as click-and-collect reserve products, and collect in-store, can also be used to get customers to visit your physical store.
Using data at the cash register
Your online recommendations can also be used at the cash register in your physical store, where the salesperson can suggest related and similar products to the scanned product that the customer is about to buy.
Relevant Raptor solutions in the Purchase phase:
Step 4: Personalization in the Loyalty phase
After a successful purchase, the goal is now to keep your customer loyal.
The customer therefore has a chance of becoming an ambassador in this phase.
And so, you need to create awareness about other products that lead to another purchase by utilizing the different personalization solutions whenever they are relevant.
You now have a lot of data about the customer, which can be used even more actively to deliver targeted personalized recommendations.
Which Raptor personalization solutions and data ingestions that are most useful in the Loyalty phase.
A Customer Data Platform is key
To keep track of the individual customer’s preferences and interactions across different channels, devices, and platforms, a Raptor Customer Data Platform is the key.
A Customer Data Platform allows you to consolidate behavioral data across all customer touchpoints to create a Single Customer View to deliver consistent messages through all your channels.
With a Single Customer View, you can also track whether the individual customer has purchased a product in your physical store, so you don’t spend your online marketing campaigns targeting a customer that has already purchased a specific product offline.
Relevant Raptor solutions in the Loyalty phase:
- A customer journey is unpredictable, fluid, and unique proces.
- Every stage of the customer journey requires different methods for targeting customers.
- The customer journey has several touchpoints where your customer can interact with your brand.
- A personalized omnichannel focus is essential to deliver consistent, revelant communication across every touchpoint.
- A Customer Data Platform (CDP) can create a Single Customer View, which is key to the personalized omnichannel setup.
Case Study: NEYE, A 360 personalized customer experience