The Loyalty Factor
SGM Distribution grows customer lifetime value with SAS® Analytics
When SGM Distribution, an Italian consumer electronics distributor, launched its loyalty card program, 2.2 million customers signed up - bringing with them a wealth of data on their purchasing habits. With data growing on a daily basis, the distributor is using SAS Analytics to gather insights about customer behavior and propensity to buy, and to identify optimal customer segments for efficient and effective micromarketing campaigns.
SGM Distribution, which also operates nearly 70 Marco Polo and Marco Polo Expert retail outlets, has about 70 percent of its business driven through its loyalty card program. The company uses SAS to drive its marketing segmentation and grow the lifetime value of loyal customers, as well as optimize its direct marketing programs, which have generated response rates of up to 10 percent.
"Reconstructing buyer behavior at points of sale, or looking at the frequency of repurchases at a particular store, is a prerequisite for directing the right product offers to the most receptive clusters," explains Giancarlo Nicosanti Monterastelli, CEO of SGM Distribution. "As an example, if we identify a cluster of customers that has a particular interest in video games, we can establish a co-marketing plan with select vendors. Now that we are profiling and clustering our customer base, we can execute microtargeted campaigns to groups with the highest propensity to buy a product or technology."
"Profiling and clustering our customer database led to a number of promotional campaigns that targeted customers with specific buying behaviors," explains Marco Titi, Marketing Communications Manager at SGM Distribution. "The campaigns were multichannel, comprising online and offline activities. The very first mailing we sent to residential customers generated a 10 percent redemption rate."
Loyalty equals profit
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SGM wanted to analyze loyalty card data to generate insight on customer behaviors and their propensity to buy, as well as identify optimal customer segments for efficient and effective micromarketing campaigns.
The company generated a 10 percent response rate on the first mailing. It is able to optimize customer segmentation, increase profitability and improve customer lifetime value, while reducing campaign costs.
“"The campaigns were multichannel, comprising online and offline activities. The very first mailing we sent to residential customers generated a 10 percent redemption rate."”
Marketing Communications Manager