ADATADRIVENAPPROACHTOIMPROVECUSTOMERＥＮＧＡＧＥＭENTUnlockinga15%+growthopportunityMARCH2021BOGcapillary
AboutBostonConsultingGroupBastonConsultingGrouppartnerswithleadersinbusinesandsociety totackle theirmost importantchalensesand capture their greatest opportunities. BCG was the pioneer in busines strategy when it was founded in 1963.Today, we help clients with total transformation-inspiring complex change, enabling organizations togrow,building competitive advantage and driving bottom-line impact, Tosucceed, organizations must blend digital and human capalblites., Oor diverse, global teams bring deepindustry and functional expertise and arange of perspectives to spark change.BCG delivers solutions throughleading-edgemanagementconsultingalongwithtechnologyanddesign, corporate and digital venturesandbusiness purpose. We work in a uniquely collaborative model across the firm and throughout all levels of theclientorganization, generating results that allowourclients to thrveAboutCapillaryCapillary Technologies partners with leading retailers, brands and consumer facing companies by providingtecthnology dirivensoldtionsforloyaltymaent, CRM and omnichannel customer engagement through a cloudbased B2BSaaS(Software asaService)plounded in 2008, Capillary TechnologieshasbeenfeaturedbyHanvard Business Review asa pioneerin 'reverse innovation',Capllaryworkswifthover-400 merchant, nduding Fortune500enterprses tosalve therkey halenges aroundcapturingconsumer data to drive better engagement and advocacy. Capillary's platform powers 100+loyaltyprograms andsupports 500-millioncustomersandover120,000stores aross30 countries.Caplary has localteams based out of South East Asia, China, USA, the Midle East and India. Capillary'sstrategic investorsincludeWarburgPincus, Sequoia Capital, American Express Ventures, Avataar Capital and Qual.comm Ventures.
About the reportApressing questn for marketigad igtalleaders today t how toensurearewardingastomerexperienceacross multiple touch points by effectively utilizing data. While capturing customer data is only a part of thesolution,organizationsneed to improvestrategicdatausecasesthatdemonstratevalue tocustomers. In doingso, they must overcome notablechallenges, and there is no single guidance or universallyThisreportaims toaddress thiskeyunmet needwiththe introductionof theStopHoldlPurchase (SHoP)sectoralSHoP benchmarkswerecompled frm,anexternsivesureyaoforer100companiesacros5Sindustries and13 countries. The results highlightede key opportunities and gaps acrossthe different customer engagementdimensions which canhelp unlock 15%+topline impact,Thisreportemploystheseobservationstohelpsynthesizetopprioritiesformarketing anddigitalleaderstoadvanceDLCErelativelyunevolved Loyalty dimension. Also, the introduction of a scientific methodology for determiningLoyaltyDelivered Salesenables assesment of the true businessimpact delivered by a loyalty program. Thesefindings, if holisticallyembedded,will helporganizationssteertheir customer engagement strategy inthernightdirection,settin...
