Project: Data-Driven & Connected Customer Marketing

Objective: Amplify Customer Lifetime Value (LTV) and Satisfaction through Seamless Data and Content Synchronization.

Summary

At Moxie, I had the unique opportunity to collaborate with prestigious clients like Verizon, eBay, Audi, and UPMC. Amidst their varied sectors, a universal aspiration emerged: to unify fragmented customer data, resulting in a holistic customer view. This streamlined approach would offer bespoke interactions across various platforms. My critical role within Moxie's data, neural science, AI, and machine learning teams was to enable this intricate melding of data with content, introducing the concept of "moment marketing."

Challenge

Despite possessing a rich database, these brands faced the hurdle of segmented data. This disconnect obstructed the creation of a cohesive 360-degree customer profile, becoming a significant barrier in delivering consistent and personalized experiences across diverse channels.

Solution

• Data Integration & Moment Marketing: Within Moxie's data, technology and neural science team, I spearheaded initiatives to intricately weave data with content across multiple experiences. Our primary focus was to orchestrate and serve content at the right place and at the opportune time, elevating the customer experience and driving interest through "moment marketing."
  
• Strategic Planning: I orchestrated the design and implementation of data connection and content personalization strategies, ensuring targeted content reached the intended audience at the right time across web and email platforms.
  
• Technological Integration: Aligning with client objectives and client requirements, I identified technological solutions that seamlessly merged with their processes, CRM, and marketing automation systems.
  
• Predictive Insights through AI & ML: In alliance with our AI and Machine Learning engineers, I facilitated the integration of predictive intelligence, deepening our ability to allow for proactive marketing which ensured anticipatory, need-based content delivery.
  
• Enhanced Upselling & Customer Support: Personalization was pivotal in identifying avenues for client upsell by spotlighting add-on solution opportunities. Moreover, by harnessing product-related data, we enhanced customer support, offering insights on setup, usage, and making sure customers were supported with regular maintenance updates.
  
• Data-Driven Analysis: Capitalizing on our robust data connections, I curated a reporting structure and cadence that extracted and shared actionable insights based on pre-established KPIs.

Results

Our innovative techniques catalyzed a substantial surge in customer conversion rates by 40-45%. Besides, the personalization strategies not only intensified our clients' revenue streams through upsells but also heightened customer service quality. The combined prowess of Moxie's neuroscience, data solutions, technology, and predictive analytics strengthened our client partnerships, ensuring sustained engagement.