NEYE – A 360 personalized customer experience

What NEYE really wanted was to work towards becoming omnichannel and hereby achieve a 360° personalized customer experience setup.

To reach this goal NEYE had some specific pain points that they wanted to solve.

Automation of manual tasks
NEYE, used too much time and manually resources choosing what products to showcase in their campaigns both on-site, in emails, and product ads on Facebook, Google Shopping, etc.

One system
NEYE also wanted one system to handle all their personalization outputs – both on their website and through email. One system, to unify their customers’ behavior and interactions as well as the opportunity to communicate personalized messages to each customer across all their channels.

Recognize more
On NEYE’s website, visitors can create an account when they purchase a product. When a user creates an account, it’s easier to track their purchase, if they decide to log in to the same account every time, they complete a purchase going forward. There are unfortunately only a few % of their customers that decide to do this. NEYE, therefore, also wanted to track users and connect their purchases even if they don’t choose to log into their individual accounts.

Relevance
Overall NEYE wanted to increase the relevance in their communication across all customer touchpoints. This had to improve customer satisfaction and loyalty and hereby also increase sales.

Raptor started the process of planning a roadmap together with NEYE’s marketing agency Alpha Solutions.

As a first step of the Raptor implementation, a tracking script was integrated to track users’ behavioral patterns on NEYE’s website. This was an important first step because while the implementation process is going on, the tracking script still collects relevant data that can be used when needed.

Recommendations are no better than the data you collect, so the more data you have – the better you are going to be at predicting your visitor’s needs.

To accommodate NEYE’s workload capacity Raptor was implemented in stages. On-site personalization was the first project. In this process a POS data synchronization was done to utilize all the data that NEYE has from their physical stores into their online recommendations. Subsequently, email personalization, behavioral triggers, and personalization in their Paid Media were implemented.

Raptor is now the brain behind NEYE’s personalization, making sure that whenever a user interacts with the brand they are presented to the most relevant products, no matter the customer touchpoint.

NEYE collects data from all their digital channels, which then gets sent to Raptor. As the model below illustrates the channels are used to activate data, but they are also used to gather data about users and their behavior and preferences. That action can be used to control and continue your personalized communication towards your target group no matter the channel.

On the picture to the left, you see a “men’s bag pack” category page from before NEYE integrated Raptor. Whenever a user entered the category page, they saw the latest added products. Now, as seen on the picture on the right, whenever a user enters the category page, the products presented are the most popular based on the individual users’ previous behavioral patterns.

Now

If a user decides to use NEYE’s website filters, the products shown will still be tailored to the individual. If the user only wants to see yellow bag packs, then the most relevant yellow bag packs are presented based on their previous behavioral patterns.

NEYE has 8 different strategies/algorithms to choose from when selecting products for their email campaigns. NEYE no longer has to manually choose which products they want to feature in their newsletters, they can now select one of the strategies/algorithms such as popular products, personalized recommendations, popular in the category, etc. and Raptor will choose the products that are most relevant for each individual subscriber.

Everything is updated in real-time, which means that the products shown in NEYE’s emails are chosen the moment a user opens it and not the moment the email is sent. So, if an email is sent Monday, but a subscriber opens the email Thursday and some of the presented products now are out of stock, Raptor will find new relevant products to show.

A new automation to NEYE’s email setup is the abandoned basket. Every time a user abandons a basket and leaves NEYE’s website without completing a purchase, the user will receive an email that reminds them of the product they have abandoned. NEYE are now able to recover many of their lost baskets, automatically, without any manual tasks.

Read more: Zizzi converts as high as +8% on Price Drop triggers

Another new email trigger to NEYE’s email setup is the Price Drop trigger. When a subscriber has shown high interest in a product based on page visits, the subscriber will receive an email whenever the product experiences a price reduction.

Personalized recommendations

In the Category Interest email, there are also personalized recommendations within the specific category.

Every night a POS data synchronization happens between NEYE’s physical stores and website. This synchronization is important to NEYE because they have much more purchasing data in their physical stores than online as well as the fact that it’s not always the same products that are bought offline and online. So, the POS integration allows NEYE to have more data to use from in their recommendations. This especially allows them to see what buying patterns their customers have regarding what products are bought together.

NEYE also has stands with monitors in their physical stores that display their website, where customers in their physical stores can order products which are only sold online.

NEYE use Raptor’s Catalog Enhancement to improve their product feed for their SoMe ads and Google Shopping. A feed is sent to Raptor, which then chooses the most popular products to feature in their ads which is then sent to Google Shopping and Facebook, etc. NEYE’s marketing agency, which controls their paid activities, also have different Raptor personalization strategies to choose from when it comes to controlling the products shown in their ads which can be used for their campaigns such as retargeting.