Sera- CD (Customer Dossier)

  • These days marketers face the ongoing challenge of being able to stitch all the various touchpoints available to their customers together for a grand view of attribution.  As brick-and-mortal retail has shifted towards online (or been entirely replaced by ecommerce, in the case of Toys’R Us and others), brands have been going direct to consumers (or via online storefronts/aggregators, like Amazon). Yet the holy grail of performance marketing and advertising to consumers remains elusive.  

  • Let’s face it, many consumer packaged goods brands, for example, are still just guessing in the dark about what people are actually doing with their goods. They are relying way more on art than science to know, predict, and target their customers.  But now, with the rise of social commerce and online crowdfunding, promotional transparency and online-to-offline recommendations, and discovery + experiential shopping — brands and consumers have a direct connection.   What does this mean for marketing and advertising and online-to-offline business strategy? Well, customers not only vote with their dollars, they can now influence retailer product decisions… sometimes before they even happen.

  • And brands have unprecedented access to consumers and data (finally!) … not to mention the ability to determine demand before production and the opportunity to capture more value up the stack/ higher in the purchasing funnel.  In other words the shifts, trends, and what you need for a new marketing skillsets, capabilities, and tools are essentials to your marketing success and connected with the consumers.  Because it’s a brave new world when marketing goes from art to science, from guessing to knowing, from disintermediated to direct.

  • Hence with Sera-CD Customer Dossier” , we can build a data-driven attribution model to gain more comprehensive insights into their consumer journeys, determine the real value of each touch point, and maximize the conversion of prospects – In short it will ultimately help increase your conversions and decrease on your conversions spending…

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SERA – CX (CRM)

  • Build up customer profile: Verify & qualify data; Define customer behavior

  • CRM strategy: Approach Activity; Scheme and basic content; Operation

  • Customer Segmentation: Data analysis; Creative content; Trade

  • Customer Journey & Experience Design

  • Engagement & Sale Conversion

SERA- CT (CALL TRACKING)

  • In the same way you can optimize your customer’s online journey, you can do the same for phone calls. By using Quesera’s Sera-CT “Call Tracking” solution, you can make real-time improvements to your customers interaction for your call agents.

  • Sear-CT “Call Tracking” is imperative for companies that maximise the usage of telephone as a touch point.  The insights about the callers, what inspired them to make the call and what they did prior to picking up the phone can prove invaluable when optimising your marketing initiatives and more accurately determining the return on your investment.

  • If you’re only measuring online conversions via web submission forms then you really are missing a key metric that’s just as important if not more so when determining the success of marketing campaigns. Callers are generally closer to making a purchasing decision and generally attract a higher sale value.  By measuring call data within your analytics or CRM, you are able able to make optimisation decisions based on complete information.

  • Fill that missing metric hole today by engaging a call tracking solution like Sera-CT “Call Tracking” 

S-WiFi (Wifi tracking)

There are various ways of capturing the customers check-in information and one of the most commonly use are the device based check-in via WiFi.

It is very common now WiFi logon are available for people who visits places like coffee shops, supermarkets, malls, real estate showrooms, automotive dealers and etc. Once the customers has logon be it with Instant Login or Info-request Login, Sera-WiFI will then starts it magic by cross-referecing your systems with the customers devices thus allowing you to understand which digital actions that has influenced him/her in the online world.

S-QR (Qr code tracking)

Unique QR codes differ from static QR codes in that there is a different one printed or displayer for every customer, or every situation. For example you have you have a system to print QR codes on a receipt. Each QR code contains information specific to that receipt (money value, time of day, items ordered). No two receipts will show the same QR code. When customer scans the QR code and the check-in done, S-QR will report back that this customer has shown up at the offline location and additional data stored in the unique QR code such as purchase value and etc. These extra data will be linked to any relevant conversions by S-QR. QR codes are great for promotions because they cannot be abused; if they are canned once they become invalid and cannot be redeemed again. However preparation will be needed to setup for printing unique QR Codes at scale, and action to motivate each person to scan the code each time. It is a great way to connect and identify your customers via QR codes.

S-SMS (SMS tracking)

SMS might deemed as out-dated however it is still a great way to send an SMS message with a link for warranty or membership confirmation. Obviously this requires that your employee obtain the customer’s phone number while the customer is in the offline world, and further that you have a system to auto-send that customer an SMS. The system could be a POS, a CRM, an ERP, or any internal system you use for registration.

SMS via the store POS or a CRM system. It is important to have your employees trained to explain to the customers that they have received an SMS with a link and why they should click on the link for S-SMS to magically work.

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