Customer Loyalty Analytics

What can Hyper Anna help with

Provide analytical insights and facilitate in developing targeted customer go-to-market strategies, as well as to help create a Customer-First culture within the organisation.

Suitable for brands who want to revolutionise the use of data to understand and anticipate customer needs, allowing them to easily gain business critical insights, and outperform competitors.

What results can you expect

Studies confirm that Customer-First organisations outperform others, with the top 25% growing:

What questions can it help you answer

Key questions across the business


Dashboards and reports are common tools to report on customers metrics in organisations today. However, due to their rigidity and lack of ability to easily interpret results, marketing, sales or product managers find it very difficult to answer key questions across the business.


Example

The dashboard illustrated below is from an ABC company's CRM database. It contains information that are often found in this case including:

  • Customer information: location, age group, gender, loyalty indication, customer value.
  • Business information: store names, store location (post code and suburb)
  • Key KPIs: transaction amount, number of customers
  • Customer View


    Store View


    While we can see a high level summarisation, such as: ABC's total turnover to date: 35.51M customers in age brackets of 25-30 and 30-34 are the 2 most popular segments in ABC's loyalty program, it is difficult for us to get more actionable insights such as which customers I should focus on to grow my business.

    Business users (marketing managers, sales managers, product managers), spend hours or days to drill through each dimension (age group, location, gender, etc.) to understand key patterns.

    Alternatively, they rely heavily on support from analytics teams in which case, waiting for an answer to a question like the above could take up to days or weeks.

    This causes delay in decision making and often organisations result to gut feeling instead, and any strategic decisions are only made on a quarterly or yearly basis, reactive to the market.

    ROI Delivered


    Marketing, product & brand managers must build business cases to justify the cost & direction for new product or communication decisions. Before Anna, the process of gathering the required data and insights was estimated to take an average of 5 business days (40 hours) to build an accurate understanding of customer profiles & behaviours per each business case - with business cases often built of quarterly, 6 monthly or annual planning cycles.

    After the implementation of Anna - this was reduced to 2 hours - saving 38 hours per business case (approximately 1 week per business case). Across a team of 40 product & loyalty managers, this equated to a time-saving worth over $1.2M per annum (26X ROI) for a group of 40 product, CRM and loyalty managers in the pilot group building a quarterly business case, each additional business cases saving even more cost & time!

    Using AI to provide marketing, product and sales teams with faster, more meaningful insights to support customer/member engagement strategies. Anna allowed different team members to obtain a personalised understanding of current & target members/customers.

    See Anna in action

    Which specific customers should I focus on to grow my business?

    Scenario 1: Hyper Anna pro-actively suggests customers segments that are experiencing higher/lower growth than what is expected based on historical trend and seasonal effect. The team can then investigate further by asking 'what caused this' to understand the underlying cause of the change.

  • 1.In this example, Anna suggests us to look at customers in postal sector 64, in the most recent month, this has experienced a higher than usual growth. Looking further into 'what caused this', we found that the highest growth among this postal sector has been customers from CUT Steakhouse.

  • Scenario 2: For my monthly review, I want to understand how customers within different segments have been performing, and from there, identify my highest potential customer group to focus on in the coming month.

  • 1.In the example below, we can quickly identify customers within the Professionals group have the largest impact on the increase in transaction amount in dollar values.
  • 2.With further drilling, we can see that the customers within Services category have the highest percentage of growth (+421.85%).

  • Hear from our customers