CEO of Financial Services, Shop Direct.
"It’s incredible to think that Shop Direct is now well on the way to becoming the world-class business it’s always aspired to be. As a team we’ve transformed from traditional catalogue-based business into winner of Retail Week’s PurePlay Retailer of the Year, for three years in a row.
I attribute that success to two things. First is our absolute dedication to our customers; to making every visit intimate and personalised – whether someone’s visiting us for the first time or they’re a staunch advocate. Second is our determination to be at the cutting edge of analytical development."
"We can only operate the way we do because our customers enthusiastically embrace the information economy. They share their data with us and we use it respectfully. Specifically, our analysts extract new insights and develop highly personalised experiences that those same customers will really value.
All this comes down to the power and agility of our analytics, which allow us to deliver relevant and pertinent offers all the time. This shows the customer, at every turn, that we know what they want and we know their favoured channels for browsing and buying. We analyse behaviour, model mitigation and re-engagement strategies, run credit risk and monitor customer satisfaction – everything we do uses analytics.
Ultimately, we know our understanding of our customer is absolutely vital to giving them the right experience. This is why, given how successful it’s helped us to become, we will continue to rely heavily on analytics in the future."
Behind the success.
Ultimately, we know our understanding of our customer is absolutely vital to giving them the right experience. This is why, given how successful it’s helped us to become, we will continue to rely heavily on analytics in the future. Neil Chandler CEO of Financial Services Shop Direct