If you want to optimize your retail customers’ journey, you need to start with customer insights.
Buxton partners with you to understand your unique business objectives, delivering the insights necessary to optimize every touchpoint of the customer journey. Our comprehensive datasets and analytics help you create targeted initiatives that drive engagement, enhance customer satisfaction, and achieve your business goals. Transform your entire customer journey with Buxton's analytics and actionable insights.
Optimize Customer Journeys with Data-Driven Insights
Optimizing the customer journey requires a deep understanding of your target audience. Through data-driven insights, you can develop detailed customer personas/profiles, analyze media preferences, assess churn risk, and leverage propensity scoring. These insights also inform site scores, which in turn drive brick-and-mortar location decisions, to enhance reach.
Customer Personas and Profile Development
Before a brand can provide personalized experiences, they need to understand customer preferences and lifestyles. The challenge lies in accurately identifying what customers like and dislike. Buxton's customer profile and persona development provides deep insights into these preferences, enabling businesses to tailor their products, services, and marketing strategies accordingly.
Media Preference Analysis
Investing in the wrong marketing channels can waste valuable resources and miss potential customers. To solve this, Buxton's media preference analysis identifies which channels resonate most with your audience. By understanding where your prospects are most active, you can allocate your budget more efficiently, avoiding channels that your audience is tuning out.
Churn Risk Analysis
Retaining customers is a significant challenge for many businesses, as brands may not be aware of churn risks in time to intervene. Buxton's churn risk analysis addresses this by identifying at-risk customers. By pinpointing high risk customers, businesses can implement targeted retention strategies to nurture the customer relationship and win repeat business.
Propensity Scoring
The challenges that marketers face can often be boiled down into two main categories – customer acquisition and customer retention. Buxton’s propensity scoring addresses these challenges by identifying prospects that closely resemble a brand’s best customers and pinpointing existing customers with the highest potential to spend more. This approach not only increases lifetime value but also improves churn rates, helping brands optimize their workflows through targeted strategies and informed decision-making.
Customer Insights-Based Site Scores
Most retail sales still take place in a brick-and-mortar store. Additionally, brick-and-mortar stores influence online sales by acting as a form of advertising. This makes offline presence an important touchpoint in the customer journey. Opening new locations is a big investment, and choosing wrong can be a costly mistake. Buxton's customer insights-based site scores help brands avoid these mistakes by identifying areas with the highest customer potential.
How Customer Journey Analytics Helps Companies
Optimizing the customer journey with data-driven insights offers brands significant benefits. By leveraging analytics, brands can enhance customer experience and satisfaction, boost conversions, and increase retention while reducing churn. Additionally, these insights help increase revenue and reduce costs, ensuring a more efficient and effective customer journey that drives business growth.
Improve Customer Experience and Satisfaction
Customer analytics enhances customer experience and satisfaction by guiding brands to locations that are more convenient for core customer groups. Additionally, it enables more relevant marketing through detailed persona and profile insights, tailoring messages and offers to resonate with individual customer needs. This data-driven approach refines the customer journey to foster loyalty and boost overall satisfaction.
Increase Conversions and Revenue
Leveraging customer analytics enables businesses to enhance conversions by understanding and anticipating customer behaviors and preferences. This data-driven approach ensures that customers receive relevant, timely offers and support. This leads to higher engagement and satisfaction, which drives higher conversion rates and increases revenue, as customers are more likely to engage and spend with brands that meet their needs effectively.
Reduce Customer Churn and Increase Retention
Customer analytics boosts retention and cuts churn by pinpointing customers who mirror your top customers and identifying those likely to leave. Through these insights, you can tailor personalized strategies, ensuring proactive engagement and timely interventions.
Reduce Costs
Optimizing the customer journey with data-driven customer insights allows businesses to precisely target their ideal customers and streamline engagement efforts. By understanding customer behavior and preferences, companies can reduce inefficiencies, focus on high-value customer interactions, and improve conversion rates. This targeted approach not only enhances customer satisfaction but also significantly lowers the cost of acquiring new customers, resulting in better business outcomes and maximizing return on investment.
How to Use Customer Journey Analytics
Leveraging data-driven insights allows businesses to understand their customers better, identify areas for improvement, and implement strategic changes that elevate the overall customer experience. This comprehensive approach ensures a more personalized and efficient journey, fostering loyalty and long-term success.
Identify Areas of Improvement
Customer analytics can identify areas for improvement by pinpointing customers likely to churn, assessing average customer lifetime value, and recognizing those with the highest propensity to convert. By analyzing these insights, businesses can uncover patterns in customer behavior, revealing key touchpoints that need enhancement to drive customer satisfaction and retention.
Implement Changes
To enhance the customer journey, businesses can optimize site locations by opening new sites or relocating existing ones to better serve their target audience. Additionally, refining marketing strategies to align with customer preferences and behaviors can significantly enhance engagement and conversion rates, ensuring a seamless and satisfying customer experience.
Track Progress against Goals
Brands should track progress against implemented changes by monitoring key metrics such as churn rates, conversion rates, and customer lifetime value. Regularly analyzing these metrics provides valuable feedback on the effectiveness of the changes, enabling continuous optimization and ensuring that every stage of the customer journey remains aligned with evolving customer expectations and business goals.
Results
Buxton clients have successfully used our insights to optimize their customer journey touchpoints. Here are a few examples.
- Buxton allows us to target exactly who's going to be the best customer for us and spend more money on those specific people. - Hannah Johnson, VP of Sales and Marketing at Discover Strength
- Developing the profile of our most profitable customer puts us in a position to listen and learn what facts will increase value for the customer. - Jason’s Deli
- Our marketing department uses [Buxton] for local store marketing, media purchasing, and to understand what's happening around the store. - Patricia Barreto, Marketing Manager at Taco Palenque
- Buxton’s insights have been extremely helpful in refining the target geographies for our digital campaigns. We’ve been able to improve efficiency through store level customization while reaching a higher percentage of our customer base. - Lukana Justin, SVP of Marketing at Now Optics
Want to learn more? Schedule a demo today to discover how Buxton's analytics and actionable insights can help you optimize the customer journey.