Predictive Customer Interaction Management
Reach Customers with Targeted Offers Just When They Are Ready to Buy
Today's customers are quickly adopting new technologies such as social networking and mobile applications. They are also likely to use multiple channels while shopping – investigating products online, using loyalty coupons received via email, purchasing online, then picking up the merchandise in the store. The internet surfaces unprecedented information about products and customer tastes, so these are all opportunities for retailers and manufacturers to influence and engage the shopper with relevant marketing – not shotgun blast advertising, but targeted, personalized offers based on their own intelligence about consumers’ prior purchases or other patterns.
For example, a 20-year-old considering the purchase of a pair of shoes may go online to his favorite Macys.com and peruse the Tommy Hilfiger offerings. Based on the pages he traverses, along with the purchases he’s made in the past (indicated by his loyalty status), a belt of the same brand might be suggested. Even more innovative, if he is walking past a physical Macys on his way to Casual Male, an iPhone application could offer him an online coupon for a belt (just swipe the barcode directly from the iPhone) or a discount if he purchases the belt at the nearby store that day.
Customers can be targeted today in ways they will most appreciate. TIBCO's real-time infrastructure along with TIBCO complex event processing (CEP) technology enables information from customer, loyalty, product, and other systems to be accessed in real time, patterns to be analyzed, and the next best product to be identified and offered at just the right time – when the customer wants to buy.
