Segment of One -Building Streaming Audience Engagement Analytics for customer lifecycle engagement automation

The future of Audience Engagement – Real Time – Real World “Segment of One”

How is Customer engagement defined in new digital world?

• Customer engagement today has new meaning – it needs to be renamed as Life Cycle Engagement because it’s about engaging the audience, even before they have become a customer – Infact it is about engaging the audience the moment he steps into your customer life cycle journey. This would mean engaging the audience even in anonymous state of suspect or a prospect
• Till Now the audience and their behaviour was tracked from the moment they became a customer – Because till then they are anonymous or unidentified state and were dropping out before becoming a customer.  It was not possible to collect and tag behavioral data at an individual level.
• From a marketing point of view the entire effort – driven through the conversion funnels are Inwardly skewed towards 80- 90% drop outs before they even become a customer
• Using technology to improve performance & delivery is just not enough – its all about increasing experiences – keeping Delivery & performance as constant

Multi Channel Tracking and Measurement for Advertisers

Plumb5 for Advertisers from Weir Endra

Real Time Analytics – A Discoverer’s Opportunity

Most businesses today are Reactive – They react only after the customer has placed an order, after the stock price has fallen, after the customer discovered a bug , After Customer has complained, After customer has dropped out , stopped a payment

Most often, either it’s too late or one has too little options and space to manoeuvre or salvage the situation. This type of “Kick me now” syndrome and is witnessed commonly in most organizations.

How is analytics related to this?

Social Brand Equity – Every Brand Needs to Earn It

The Traditional Marketing basics tell us that the inherent trait of a brand is to stand apart in a crowd and invoke aspiration, positive associations and good word of mouth while in the process also create some natural brand assets like consumer loyalty, good recall, value & persona associations, price premium, etc. While in a real time marketplace where every product is competing for market share and consumer eyeballs at the shelf space level, a distinctive brand that stands apart does garner some attention among its consumers and once it does that it eliminates the fear of unknown thereby making them feel comfortable with the brand.