Multi-site consumer brand
Own the channel.
Know the customer.
Direct ordering & customer insight gave the brand a stronger connection to its customers.
All case studiesBefore
An incomplete customer picture.
The customer relationship & ordering largely stopped at the counter. Third-party channels were costly & the brand had an incomplete picture of customer behaviour.
Without a direct communication channel or useful purchasing insight, encouraging repeat business meant marketing with an incomplete picture of who customers were, what they wanted & when they would return.
After
A direct customer relationship.
A customer-facing mobile app for direct ordering, in-store self-service kiosks, a content management system supporting the customer experience, targeted push notifications & customer purchasing data that created a direct channel. The business could understand buying habits & build repeat engagement.
Every order placed became an opportunity to understand the customer & give them a reason to return.
Your business
What could work better?
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