WEBINAR OVERVIEW The data plumbers helping retailers drive loyalty

In a recent InternetRetailing webinar, The data plumbers helping retailers drive loyalty, we heard from Ellie Devey-Robson, head of customer success at Fidel on fresh approaches to capturing and using customer data effectively. 

Here’s a bulletpoint overview of the event. 

The data you need to build better customer experiences

  • The three kinds of loyalty: behavioural, rational and emotional.
  • The importance of emotional connection in customer loyalty.
  • Using data to build customer experiences “to engage and delight your customers”.
  • Finding out how and where your customers spend.
  • The three things data sets need to tell you: how customers spend, where, when and how much, real-time understanding of behaviour.

What data plumbers are and the differences between them 

  • APIs as data plumbers.
  • How they’re used in FinTech, and how to apply that to loyalty.
  • Ways of using APIs to get data: account-linking and card-linking and differences between the two.
  • Advantages of card-linking, and the data that it gives.
  • How tokenisation of card data removes the compliance burden.

How customers really feel about sharing their data

  • 44% will stop spending with a brand after a data incident.
  • But many will be comfortable sharing data as long as they see the value. 
  • Shoppers already used to using their card number in payment platforms such as Apple Pay. 
  • Differences in attitude to sharing card data and account data.

How to capture customer data without adding friction

  • How card linking works (with video example) 
  • What data do retailers gain?
  • Case study facts and figures

The webinar closed with a summary of key learnings and a Q&A. To watch the webinar in full and see the slides, again, click here, and to explore our previous webinars visit InternetRetailing’s webinar page.

Read More

You may also like

Register for Newsletter

Created with Sketch.

Receive 3 newsletters per week

Created with Sketch.

Gain access to all Top500 research

Created with Sketch.

Personalise your experience on IR.net