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Customer-Centricity Unleashed: Transforming Bus...

Customer-Centricity Unleashed: Transforming Businesses with LINE Tech

LINE Developers Thailand

September 27, 2023
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  1. Collecting Data WHAT TO COLLECT PROFILE WHO YOU ARE BEHAVIORS

    WHAT YOU DO RELATIONSHIP CLOSENESS Age Gender Location LINE UID Phone number Address Mobile Platform Acquisition platform Transactions Item orders Ticket Size Ticket Counts Value per customer Location of purchase Daypart Viewed Menu (future) Campaign Participated campaigns View Campaigns Customers Status Membership Status Recency of visits
  2. FIRST PARTY OWNED BY YOU SECOND PARTY OWNED BY PARTNERS

    THIRD PARTY AGGREGATED DATA Loyalty Program Customers Feedback POS Transactions Form Answers • Data purchased from brokers • Social media data collected by analytics companies • Demographic data from census • Online behavioral data collected by ad networks • Location data from GPS and mobile apps used for geotargeting. • Credit scoring data provided by credit reporting agencies. Data exchange between companies to enrich each other’s data Collecting Data HOW TO COLLECT
  3. Analyzing Data Basic • Relationship Status: Tiers, New Customers, Lagged

    Customers • Spending Volume: High spenders, Low Spenders.. • Key Item purchased: Buffet, Pound Cake • Daypart: Breakfast, Lunch, Dinner, Refresher • Locations • Channels: Pick-up Delivery Advanced • Clustering • Predictive • RFM
  4. Utilize THINGS TO CONSIDER AWARENESS They gotta know about it

    ATTRACTIVENESS It’s gotta be interesting ACTION What should do now?
  5. Utilize WAYS TO UTILIZE #CUSTOMERS MORE CUSTOMERS! TICKET SIZE THEY

    BUY MORE TICKET COUNTS THEY COME OFTEN • Create a Facebook lookalike audience • Create code to track conversion • Limited-time Coupons • Loyalty Program • Channel Expansion • Promote off-peak hours • Drive other occasions • Customers Service • Special Events • Upselling • Bundling • Loyalty Program • Promote High-Value items • Pairing • Dessert • Sizing • Limited-time offer • Premium option
  6. LINE is the ultimate tool for Customer-Centric business transformation •

    Users Base (collect & utilize) • Seamless data collection (collect) • Rich ways to engage with customers (utilize) • Can target individuals rather groups (analyze & utilize) • Cost Effectiveness (utilize)
  7. X HATO CRM HATO DELIVERY HATO DINE-IN “Empower Restaurants to

    delight customers and grow their businesses” Own-Delivery Channel Restaurant Ordering Sales Channels Loyalty & Analytics
  8. Customer-Centric Business Transformation COLLECT ANALYZE UTILIZE HATO DELIVERY HATO DINE-IN

    HATO CRM HATO DELIVERY HATO DINE-IN HATO CRM POWER BI HATO CRM
  9. Collecting Method LINE CERTIFIED PROVIDER Allowing end-users to seamlessly add

    friend and for developers to collect data to identify customers
  10. Collecting Method LINE AUTHENTICATION Allowing end-users to log-in without the

    cumbersome experience of typing and remembering username and password
  11. Collecting Method LINE LIFF Enabling rich experiences to gather additional

    information - Membership - Delivery - Transactions (integrating with POS and ordering) HATO DELIVERY HATO CRM
  12. Collecting Concerns PDPA and Privacy - Getting customers Consent -

    Make sure they want will be collected and why
  13. Collecting Concerns EASE of Entering information - Clear affordance -

    Not to long - Proper size (based on human interface guideline)
  14. Collecting Concerns CLEAR BENEFITS - What’s in it for me!

    - Why do I need to give out the information
  15. Acquire new customers with Ads getfresh story • Promote the

    campaign on facebook • Take customers directly to LINE LIFF • Use Code: HGFCARES for tracking the conversion in Hato Hub
  16. Funnel of this campaign getfresh care campaign AWARENESS Know about

    getfresh CONSIDERATION Look at menus ACTION Buy • LINE Certified Provider • LINE Authentication • LINE LIFF • Promo Code
  17. Increasing friends with LINE Membership Lucky Suki • Piloted Loyalty

    program using LINE platform • Able to gain more than new friends 24,000 in about 3 months • Most customers do not block the OA as there are clear benefits
  18. New Sales Channel with LINE LIFF Baimiang story • Create

    a brand-new storefront with seamless experience • Results in an increase in sales of 20-30% from the previous traditional web experience
  19. Increasing Sales with Flex Messages Baansomtum Story • Creating coupons

    based on past customers preferences and behaviors • Drive the increase the sales 19% from the previous month
  20. Collecting Data WHAT TO COLLECT • What to collect: Profile,

    Behaviors, Relationship • How to collect: First party, Second Party, Third Party
  21. Analyzing Data Basic • Relationship Status: Tiers, New Customers, Lagged

    Customers • Spending Volume: High spenders, Low Spenders.. • Key Item purchased: Buffet, Pound Cake • Daypart: Breakfast, Lunch, Dinner, Refresher • Locations • Channels: Pick-up Delivery Advanced • Clustering • Predictive • RFM
  22. Utilize THINGS TO CONSIDER AWARENESS They gotta know about it

    ATTRACTIVENESS It’s gotta be interesting ACTION What should do now?
  23. Customer-Centric Business Transformation COLLECT ANALYZE UTILIZE • LINE Certified Provider

    • LINE Authentication • LINE LIFF • Customers Segmentation • Flex messages • LIFF