Customer Profiling and Segmentation

Abdul September 10, 2020

World’s largest airline

Problem Statement

• Huge online and offline data which needed integration for actionable analysis

Analytics Led Approach

• Profile customers based on their online purchasing/browsing behavior with offline transactions
• Various data points were considered:
  • Online Data – Web Visit, Web Registration, Online Transactions, Email Campaigns, Banner Ads
  • Offline Data – Sales, Demography, Store location, Address
• The following steps were applied:
  • Visitor profiling
  • Channel Preference
  • Purchasing preference
  • Visitor and session recognition

Business Impact

• Profiling helped in recognizing the potential buyers and up-sell seasonal buyers
• Channel preference helped client in reaching out to customers with their preferred channel
• Taste of a buyer helped client in reaching them with targeted offers

Critical Success Factors

• Visitor and session recognition was improved by 30-50%