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Pepsico expert reveals how brands can drive loyalty with personalised experiences

For years, brands have been perfecting personalisation strategies that resonate with consumers and make them feel like individuals. For many B2C brands like PepsiCo, classic personalisation has meant plugging simple forms of data like email, names, addresses or recent purchases into outbound channel communications to ensure touchpoints are viewed as timely, relevant and contextual.

Chris Muscutt, Head of MarTech at PepsiCo, recently spoke with Tim Glomb, VP of Content and Data at Cheetah Digital, in a special edition of the ‘Thinking Caps’ podcast, revealing what it takes for brands to personalise engagement beyond the cookie.

Personalisation tools and the customer journey

Personalisation marketing tools rushed on the scene more than 15 years ago to help marketers more effectively engage with consumers in digital channels like web, social and mobile. These tools help marketers test out different colours, icons, images and offers on websites to optimise the consumer journey.

However, rarely did they offer any meaningful psychographic intelligence about visitors like their interests, hopes or needs. The cookie apocalypse and browser-based targeting solutions further contribute to the challenge of getting to know the customer, with Google announcing its plans to phase out third-party cookies altogether. 

“Brands have to look at all the different signals they’re receiving from consumers, even the more subtle ones, as the third-party cookie crumbles,” Chris says. “They have to prioritise the data that is useful in their marketing strategies and then focus on developing those data-collection opportunities. With that, brands can start to build impactful strategies, which can improve the customer journey.”

Despite the challenges, getting personalisation right remains a massive opportunity for brands, big and small. According to McKinsey, personalisation as a strategy has the potential to create upwards of $3 trillion in new value. 

However, being able to tap into this potential requires a new mindset and next-gen marketing tools and solutions to succeed. These tools go beyond anonymous, digital testing, targeting and optimisation and focus on the ongoing value exchange and customer engagement lifecycle by leveraging first- and zero-party data.

Game changing technologies driving customer loyalty:

For maximum impact, brands need to invest in and bring together three game-changing marketing technologies to drive customer loyalty including:

  1. Real-time personalisation: This allows brands to learn more about consumers to deliver a better experience every time. It’s about understanding what the consumer intends to do in that specific moment and includes monitoring web interactions as well as mobile SMS, web, app, social, point of sale, etc. This personalisation strategy ensures real-time data is captured from these touchpoints and brought back to the platform to be appended to the consumer’s profile.
  2. Journey orchestration: Journeys should be simple in nature; think triggered events or a multi-pronged approach that unfolds over time based on consumer behaviours and preferences. Personalised customer journeys lead to growth in interactions, increasing the likelihood of purchases and conversions.
  3. Intelligent offers: Leveraging the power of machine learning and analytics to score content and determine not only the right offer, but the best sequence of offers, time and optimal context and channel is something that can be greatly automated at scale. This can drive efficiency and efficacy. 

Debunking the ‘buzz’: what really drives personalised experiences?

To remain competitive in today’s signal-saturated world, brands need to deliver relevant, personalised content throughout the customer journey. According to a new eConsultancy report, in partnership with Cheetah Digital, entitled ‘2022 Digital Consumer Trends Index: Consumer Attitudes and Trends in Personalisation, Privacy, Messaging, Advertising and Brand Loyalty’, Australian consumers are rewarding brands that make personalisation a priority. In fact, more than half of the respondents shared that they would trade personal and preference data to feel part of a brand’s community. 

At the same time, there’s been a near 50% increase in consumers who feel frustrated with a brand that does not recognise their unique desires and needs in its personalisation strategies. Furthermore, real-time offers and content can be 10 times more effective than traditional outbound marketing campaigns.

With all the “buzz”, Tim says the term personalisation is getting thrown around a lot these days, especially with consumers being more aware of privacy than ever before. However, he isn’t convinced that brands are truly grasping the meaning of personalisation. And Chris agrees.

“There’s definitely room for brands to improve their efforts,” Chris says. “Making things relevant is one thing, but true personalisation is another journey altogether. There can be pockets of both, but they’re not the same thing. That’s where the gaps come — is it personalisation, contextualised marketing or journey planning? Many brands still have a long road ahead before they achieve true personalisation.” 

Listen to the full Cheetah Digital Thinking Caps podcast with Chris Muscutt, Head of MarTech at PepsiCo here

 

About Cheetah Digital

Cheetah Digital is a cross-channel customer engagement solution provider for the modern marketer. The Cheetah Digital Customer Engagement Suite enables marketers to create personalised experiences, cross-channel messaging, and loyalty strategies, underpinned by an engagement data platform that can scale to meet the changing demands of today’s consumer. Many of the world’s best brands, including Starbucks, Hilton, Neiman Marcus, Levi’s, and Williams-Sonoma trust Cheetah Digital to help them drive revenue, build lasting customer relationships, and deliver a unique value exchange throughout the customer lifecycle. To learn more, visit www.cheetahdigital.com.

Sara Coghlan
Author: Sara Coghlan

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