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WEBRAZZI SUMMIT 2015 | 21st-22nd October 2015
WHY PERSONALIZATION CONTAINS MORE THAN JUST
ON-SITE RECOMMENDATIONS Practical examples for a closed loop of
an omni channel personalization.
2,4 Mrd requests
224 Mio personalization
turnover
17 countries
In use in
~ 100 releases/
updates
SEARCH.
RECOMMENDATION
SERVICE.
UNIQUE NEWSLETTER.
ABOUT EPOQ
Figures of 2014
GUIDED SELLING.
„WE OFFER INTELLIGENT AND EASY TO INTEGRATE SERVICES (SAAS) - BASED ON OUR EXPERTISE IN PREDICTIVE ANALYTICS -
FOR AN UNIQUE REAL TIME-PERSONALIZATION IN E-COMMERCE.“
WHAT IS PERSONALIZATION?
CUSTOMER SALES PERSON
Base: Dialogue with customer
ORIGIN: POINT OF SALE
Using
experience
Commit to
the
customer
http://www.blickpunkt-sh.com/wp-content/uploads/2011/01/Stefan_Schl%C3%B6gl_Angelika_Been_Peter_Matthiesen_10_15_IMG_8048.jpg, http://www.fairkehr-magazin.de/uploads/pics/einkaufen
_laniusGLO_2687.jpg, http://www.stuttgart-tourist.de/img/c/c/d/k/i/n/f/c/einkaufen-in-reutlingen-wochenmarkt.jpg, http://peteratkins.de/blog/wp-content/uploads/2013/10/05_MTM_2012_S_0241.jpg
„Knowing“
the
customer
PERSONALIZATION AT POS MEANS
Target: SHOPPING EXPERIENCE
1
Individual
consulting
2 3 4
HOW DOES THIS WORK IN E-COMMERCE?
CUSTOMER
WWW.SHOP.COM
?
THERE IS NO REAL DIALOGUE LIKE AT POS.
CLICKS & PURCHASES
WWW.SHOP.COM
BUT: THE CUSTOMER COMMUNICATES WITH CLICKS & PURCHASES.
GENERATING A KNOWLEDGE BASE by collecting clicks and purchases (100% of the traffic)
BUT: PERSONALIZATION SHOULD BE
MORE THAN JUST TRACKING CLICKS & PURCHASES
Commit to the customer
Use experience
„Knowing“ the customer
Individual consulting
Individual behavior
PREDICTIVE ANALYTICS
Reinforcement Learning
Knowledge base
PERSONALIZATION SERVICES
Recommendations/Guided Selling
Intelligent Personalization in E-Commerce Personalization at POS
Target: SHOPPING EXPERIENCE
= = = =
1
2
3
4
EXAMPLES FOR A SUCCESSFUL & INTELLIGENT ON-SITE PERSONALIZATION (… like a good sales person would do it)
• INTELLIGENT product suggestions
• Ranking based on customer behavior
EPOQ SEARCH: INTELLIGENT ON-SITE-SEARCH.
• INTELLIGENT search
result ranking
• Continuously improved
by Reinforcement
Learning
EPOQ SEARCH: INTELLIGENT ON-SITE-SEARCH.
• INTELLIGENT product recommendations
• Based on individual behavior & purchase
history
EPOQ RECOMMENDATION SERVICE:
ON-SITE PRODUCT RECOMMENDATIONS.
INTELLIGENT ① alternatives and
② outfit-completing recommendations
①
②
EPOQ RECOMMENDATION SERVICE:
ON-SITE PRODUCT RECOMMENDATIONS.
INTELLIGENT recommendations
(accessories)
EPOQ RECOMMENDATION SERVICE:
ON-SITE PRODUCT RECOMMENDATIONS.
INTELLIGENT, customer driven ranking
EPOQ GUIDED SELLING: INTUITIVE SHOPPING CONSULTANT.
BUT: PERSONALIZATION SHOULD BE
OMNI CHANNEL
E-MAILS PRINT
POS
MOBILE DISPLAY
ADS
ON-SITE
• Personalized
Newsletter-recommendations
• calculated once the
e-mail is opened
EPOQ UNIQUE NEWSLETTER:
PERSONALIZED E-MAILS.
Personalized Trigger Mails –
e.g. Birthday-, Return- & Outfitmail
EPOQ UNIQUE NEWSLETTER
• Personalization in
Lifecycle Mails • recommendations adapt
to the child‘s age
• Usage of external CRM
data
EPOQ UNIQUE NEWSLETTER
RESULTS: SHOWN IN OUR CASE STUDY*
higher Conversion Rate
higher Turnover / opened e-mail
+150%
+65%
higher Click Rate +46%
TOPSELLER Products, which are frequently bought.
PERSONALIZATION Personlizaed recommendations based on individual customer behavior.
* Please contact us, if you are interested in the case study.
Personalization for mobile devices and apps
– for a consistent brand awareness
Future Trend: Show recommendations or alternatives in the fitting room
http://www.magicmirror.me/, http://www.phizzard.com/Start
Displays with barcode scanners Magic mirror with
integrated display
Personalized parcel inserts with
recommendations related to the order
MAILS PRINT
POS
MOBILE DISPLAY
ADS
ON-SITE
INTELLIGENT OMNI CHANNEL PERSONALIZATION
MAILS PRINT
POS
MOBILE DISPLAY
ADS
ON-SITE
CLOSED LOOP CLOSED LOOP
Consistent & Holistic Brand Awareness
Higher Conversion Rate
Customer Loyality
Higher Turnover
Maximum Relevance
EFFECTS OF AN INTELLIGENT OMNI CHANNEL PERSONALIZATION
PARTNER OF
THANK YOU. PLEASE FEEL FREE TO CONTACT US:
Thorsten Muehling
CEO & Founder
epoq internet services GmbH
Am Rueppurrerr Schloss 1
76199 Karlsruhe
GERMANY
phone: +49 (0) 721 89 334-0
fax: +49 (0) 721 89 334-199
mail: muehling@epoq.de
web: www.epoq.de
Metricsotuzdört Bilişim
Hizmetleri ve Tic. A.Ş.
Maslak Mah. Akasya Sok.
Mashattan B2 / D32
34398 Sarıyer Istanbul
phone: (212) 330 34 01
mail: epoq@metrics34.com
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