Video:

 

Data to understand the customer journey

Author

Categories: Big Data & Data Analytics, Customer Engagement, Marketing Strategy
Tags: Avancer Management, Bluewater, Westfield
Nigel Palmer: "There’s a huge amount of data available.  And we heard today about how we can know how many people come in and out of a 200 meter square, where they’d been two hours ago etc.  And that’s really good data.  And consumers at a personal level, if you can be intimate with them and give them the information about that them and the product that they want, you can attract them back into there because they know.  It’s like going back to your friendly restaurant, like me going back to my bike shop, they say, “Hi Nigel, we know exactly what you want, we know exactly what we’ve got to do to sort of service it.”  And I think more time should be spent on that personalisation, that service as well and time and effort put into that.  I think when, for example, shopping centres like Bluewater opened a while back we saw some innovation on that.  And we saw beautiful shopping centres open up in, you know, with Westfield.  But I’m not quite sure how much more they’ve moved on, maybe it’s been more about the design and the physicality of the building as opposed to the services and the encouragement of how you bring the customer journey, not the online, not the store journey, together."
Related videos

Data to understand the customer journey

Author