How can we make our strategy more customer centric?

1 Market

Products

Channel

Customer

Competitors

  1. How can I Improve footprint?

Multi-touch attribution

Campaign effectiveness

Acquire base

  1. How can I improve conversion rate?
  1. What are various problems related to after sales service and delivery?
  1. Can we learn the after sales purchase pattern of the customers?
  1. How can we attract customers from other groups (CPW, Dixons, Knowhow services)?

What are the common attributes of the customers buying products?

What are the segments with high potential to grow in coming years?

How did the market evolve for various product categories? (Product Lifecycle adoption)

What is the trend of channel preference over time?

What are the various acquisition channels through which customers are coming to shop with us?

How did the market share trend over time?

Evolution of key propositions over time

Vouchers

Flash sales

Seasonal offerings

Online

In-store

Cost of acquisition through various channels

Conversion across various store formats

Problems related to colleagues (Interaction with customers)

Product Ranging

Stock availability

Price sensitivity of Currys group vs. Competitors?

Online Specific

Ways to optimize webpath

How effective is our present branding/advertising strategy?

What should be our strategy to reduce overall cart abandonment rate?

Complaints related to delivery

Communication

Installation/Services

Returns Policy

Accurately measure the customers experience using apostle model


Understand change in shopping behaviour of customers after their recent/first purchase


Likelyhood to upgrade/buy new phone during product launches


Predictive model to identify customers at risk


Dixons loyal customer base based on RFM


Deeper understanding on promotion effectiveness to optimize spending on vouchers and promotions


Real time recommendation based on previous engagement and website browsing


Classify customers interms of their sensitivity to price variations

Customer Personalization

Lifestage segmentation

Purchase history based offerings

Affluence and demographics

Insights on how customers shop between Dixons and CPW


Target CPW customer profiles who have high propensity to buy in Dixons (Top customer profile of Dixons) and vice versa