This document provides an overview of Intelli-Global, a direct marketing services agency. It discusses Intelli-Global's capabilities including advanced analytics, proprietary marketing platforms, and performance-based multi-channel campaigns. It also outlines Intelli-Global's typical working relationship with clients, including account management, analytic services, and performance reporting. Finally, it provides examples of Intelli-Global's experience with targeted marketing models and databases to optimize customer acquisition, retention, and profitability.
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Want to improve the customer experience while optimizing customer service, marketing spend and wallet share?
In this FREE webinar from Tnooz and IBM, attendees learn the benefits of big data analytics including:
Developing persona-level customer segmentation.
Improving products/services launches.
Optimizing return on marketing spend.
Utilizing social media analytics.
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Tzaras Christon – executive vice president for growth, Aginity
Kevin May - editor and moderator, Tnooz
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Consumer analytics is the process businesses adopt to capture and analyze customer data to make better business decisions via predictive analytics. It is a method of turning data into deep insights to predict customer behavior. It may also be regarded as the process by which data can be turned into predictive insights to develop new products, new ways to package existing products, acquire new customers, retain old customers, and enhance customer loyalty. It helps businesses break big problems into manageable answers. This paper is a primer on consumer analytics. Matthew N. O. Sadiku | Sunday S. Adekunte | Sarhan M. Musa "Consumer Analytics: A Primer" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-6 , October 2020, URL: https://www.ijtsrd.com/papers/ijtsrd33511.pdf Paper Url: https://www.ijtsrd.com/other-scientific-research-area/other/33511/consumer-analytics-a-primer/matthew-n-o-sadiku
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Understanding consumers is the key to long term engagement, loyalty and profitability. The increasing number of channels that consumers can interact with makes available an explosion of data for deriving customer insights and effective marketing. The integration of this multichannel data has become increasingly complex, leaving many marketers overwhelmed and unable to derive meaningful insights.
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Want to improve the customer experience while optimizing customer service, marketing spend and wallet share?
In this FREE webinar from Tnooz and IBM, attendees learn the benefits of big data analytics including:
Developing persona-level customer segmentation.
Improving products/services launches.
Optimizing return on marketing spend.
Utilizing social media analytics.
Webinar presenters are:
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Tzaras Christon – executive vice president for growth, Aginity
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Gene Quinn - CEO and producer, Tnooz
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Intelli-Global Overview 051313
1. OverviewOverview
A l ti D i M k ti T ti tAnalytic-Driven Marketing Tactics to
Profitably Scale
May 2013
1
2. Intelli-Global – A Direct Marketing Services Agency
Company
– Founded in 1999– Founded in 1999
– Seasoned Executive Team: GE, Chase, Countrywide, Kabloom
– 45+ people with Proven Track Records in multi-channel analytics and
marketing
Performance-based Customer Base – over 200 clients
Consecutive years of Profitability
Investors
– Founder and C.E.O., Peter Harvey
Industries ServedIndustries Served
– Banking, Insurance, Healthcare, Retail, Travel, Consumer Products &
Services
2
3. Intelli-Global Differentiation
Intelli-Global’s marketing intelligence, advanced analytics and multi-channel
campaign services enable clients to continuously increase ROIcampaign services enable clients to continuously increase ROI
Data Source agnostic across: Demographic, Credit, Behavioral, Lifestyle,
attitudinal and transaction sources
Consumer
Business
Consumer – to Business - Link
Integration Engine from hygiene to longitudinal links of consumers andIntegration Engine, from hygiene to longitudinal links of consumers and
business, over time
Incubator approach to market concept testing, sizing and execution
Build/maintenance of proprietary marketing / analytic platforms forBuild/maintenance of proprietary marketing / analytic platforms for
advanced programs
“Beyond-the-envelope” behavioral and attitudinal personalization
24 x 7 web-based performance reporting
3
4. Our “Battle-Tested” Experience
Key Needs Capabilities
Building/
Delivery
Success
Tips
Recommend-
ations
+99% accuracy yr/yr 3rd Party: 3rd Party: Avoid Use only
Data Mgmt
+99% accuracy yr/yr
• Individuals
• Households
3rd Party:
• Hygiene
• Householding
3rd Party:
• Expertise
• Infrastructure
Avoid
“Scope Creep”
Use only
Experienced 3rd
party
Insight
Actionable, ROI-based:
• Models
V l P iti
Distributed:
• Count/Query
Mi i /M d li
100% data
available
At At i l l
Be data source
Agnostic
Focus on
interactions of data
• Value Propositions • Mining/Modeling At Atomic level
“Get”
Secure Maximum # of
individual and geo-level
variables
Accurate Screening:
• In Campaigns
• Out “
Individual & Geo-
level variables
refreshed monthly
Source-Specific
models and
segmentation
Avoid geo-level,
cluster and lifestyle
models
Ability to screen on: Follow customers Internalize basic Don’t attempt to Utilize 3rd party
“Grow”
Ability to screen on:
• Distressed Consumers
Follow customers
over time:
• Moves, splits, joins
Internalize basic
data into CRM:
• Birthdays
• Moves, Events
Don t attempt to
build custom
segmentation too
early
Utilize 3 party
segmentation. Stick
with it, don’t switch
RFM Data:
• External Transaction
Marketing spend
by:
Fully automated
“Hands off”
Focus on creating
two way
Find out where they
spend their on line
“Keep”
• External Transaction
• Internal Transactions
by:
• Cross-Client Profit
potential
Hands off
communications
two-way
dialogues
spend their on-line
time and Be There
Performance
Performance Metrics
within Corporate
B i R l
Profitability by:
• Client Company
S t
Direct, On-line
24 x 7, Vs.
Consistent:
• Business Rules
P f
Corporate Sets
Metrics
St d d R t
4
Business Rules • Segments
• Individuals, Geo’s
Vendor Reports • Performance
Calculations
Standard Reports
“Nowhere to hide”
5. Establishing a Single Objective, five core strategies and five tactics
per strategy – then an executable Marketing Plan
Core Strategies
Tactics
E
X
E
C
Objective
U
T
A
B
L
Direct to Consumer On-line
E
M
A
R
CPFL
Sponsorships/Events
K
E
T
I
N
Revenue
EBITDA
ROI
Brand Experience
N
G
P
L
A
Direct to Consumer Off-line
Broad Market Media
5
A
N
Broad Market Media
6. Advanced Objective Setting, I.e.
Revenue per Marketing Dollar = $12.09 and ROI of 1109%
Period
On-Line and
Off Line D to C Responders
Sales
Variable
Marketing Revenue
Marketing Cost
Marketing Cost
Per Sale
Marketing Cost as a %
Revenue/$ of
Marketing
Projected Multi-Channel Lead Generation, Sales & Financial Forecast
Period Off-Line D-to-C
Solicitations
Responders
(Cases)
Marketing
Costs
Revenue
Per Response
Per Sale
(Case)
of Revenue
Marketing
Expense
Jun-11 67,249 1,133 - 23,561$ $ - -$
Jul-11 134,498 4,574 275 30,622$ $ 98,870.71 6.69$ 111.50$ 31% 3.23$
Aug-11 168,123 7,454 347 34,153$ $ 124,827.37 4.58$ 98.50$ 27% 3.65$
Sep-11 201,747 9,221 971 37,683$ $ 349,732 4.09$ 38.79$ 11% 9.28$p
Oct-11 235,372 11,017 1,194 40,508$ $ 429,879 3.68$ 33.92$ 9% 10.61$
Nov-11 268,996 12,834 1,422 43,938$ $ 511,913 3.42$ 30.90$ 9% 11.65$
Dec-11 302,621 14,700 1,655 47,367$ $ 595,869 3.22$ 28.62$ 8% 12.58$
Jan-11 336,246 16,596 1,901 50,797$ $ 684,254 3.06$ 26.73$ 7% 13.47$
Feb-11 302,621 17,324 2,002 47,367$ $ 720,711 2.73$ 23.66$ 7% 15.22$
Mar-11 336 246 16 863 2 260 50 797$ $ 813 653 3 01$ 22 48$ 6% 16 02$Mar-11 336,246 16,863 2,260 50,797$ $ 813,653 3.01$ 22.48$ 6% 16.02$
Apr-11 369,870 18,819 2,223 54,227$ $ 800,435 2.88$ 24.39$ 7% 14.76$
May-11 403,495 20,805 2,492 57,656$ $ 897,293 2.77$ 23.13$ 6% 15.56$
Jun-11 470,744 23,439 2,850 64,516$ $ 1,026,162 2.75$ 22.63$ 6% 15.91$
Total: 3,597,828 174,779 19,593 583,193$ 7,053,598$ 3.34$ 29.76$ 8% 12.09$
Assumptions
Avg Sale size 360$
Loaded Cost per Solici $29.76
Avg. Response Rate 5.61%
ROI 1109.5% Avg. Conversion Rate 11.0%
Rev./$ of Marketing Expense 12.09$ Solicitations 3,597,828
Assumptions
6
7. Our Typical Working Relationship
Master Agreement Working Relationship
– Between Intellidyn and Client
Annual, non-exclusive
– SOW’s for each new project
– Local Account Management
– Weekly Deliverable tracking
– Monthly ½ day reviews
Scope as outlined on prior
pages would be 1st SOW
– Billing Monthly, net 30 days
y y
– Qtrly full day strategy &
performance reviews
Proprietary Marketing
– Fixed retainers for:
Account Mgmt
Marketing Database
Proprietary Marketing
Database
Accessible by Client Team
Analytic Services
Variable costs based on
campaign projections
All models, code etc.
owned by Client
7
8. Approach to Marketing Database Sophistication: We
build it, You bring it in-house if/when ready
1.) Immediate analytics and market entry
Campaign Plan
Integrate into Nat’l Base
Build Target Universe
Score/Select
Cli t All ti
2 ) “Fast Track” Marketing Database (within 3 months)
Client Allocation
Campaign Launches
Master File Build
Data Sourcing/mapping
Patterning
Business Rules
Marketing Access
• Queries/counts Power User Access
2.) Fast Track Marketing Database (within 3 months)
Business Rules
System Installation
File Structure
Query/Report Def.
Queries/counts
• Campaign planning
• Results tracking
• Stand. reporting
• Ad-hoc queries
• Real time access
• Anal. & Model Dev.
• Campaign Base Dev.
8
3-4 months 5-7 months 7-9 months
9. A continuous behavioral view of Consumers
200M individuals, sourced from:
Acxiom, Experian, Epsilon, others
• Demographics, Spending, Preferences, other
Lif t l & t ti d• Life style & segmentation codes
• Updated Monthly
200M individuals On-Line Behavior
•Site visits ISP’s Frequency Intervals times-of-day Updated Monthly
•Over 1,500 data elements (Credit,
Demographic, Property, Purchase
Transactions)
I t t d thl d d d
•Site visits, ISP s, Frequency, Intervals, times-of-day
• Life style & segmentation codes
200M individuals Credit Bureau Data
Media Preferences
• Simmons
Integrated monthly and on demand
Unique ID’s at the: Constant over time
Household Level
Individual “
• 60 demographics
• 313 credit variables
100M individuals Real Estate (Deed) Data
•Lender, Rate, loan type
• Simmons
•Scarborough
Address “
“Net / Net” arrangements to clients
• Three years of history on-line
All l t il bl f l i
9
Lender, Rate, loan type
•Current Home Value, etc.
• All elements available for analysis
10. 24 x 7 Campaign Execution and Performance Reporting
Marketing Database
Prospect Response &
Privacy Requests
Demographic Prospects
National Data Sources
Social
MediaMarketing Database
Data Integration
Address Correction and
Validation
Model Scoring
Integrated:
Data Mining
Targeting
Response AnalysisPurchase
Life Style
Prospects Local Marketing
Media
Model Scoring
Suppressions
Prospect Screening
Prospect Allocation:
Response Analysis
Statistical Modeling
Contact Mgmt
Segmentation
Purchase
Behavior Prospects
Vertical
Lists Prospects
Inbound
Internet
Intelligent Consumer Information
Lists Prospects
Direct Mail
External
Requests/Rules
• Management • Analysis • Marketing Execution
Profit
Product
Management Campaign
M t
Recycling
Lead Incubation
10
Optimization
Management
11. Leveraging Consumer Spending & Attitudes
Scarborough Insurance Spending Category Types
Auto insurance provider for household (HHLD) 7 Carriers
Homeowners/renters insurance provider for household (HHLD 6 Carriers
Employment Decisions 17 types
Group Insurance 7 Carriers
G I di id l I 7 C i
Relevant
Spending
within 3,950Group or Individual Insurance 7 Carriers
Individual Insurance 7 Carriers
Health Insurance 8 Types
Medical Services 6 Types
Medical Services at Hospital 8 Types
Medical Services at other medical facility 8 Types
within 3,950
available
responses
MRI Spending Category Sub Category Attitude Types & Levels
Advertising Attitudes 28 opinion types
Interest in Internet 26 opinion types
Interest in Magazines 82 Publication Types types
I t t i 26 i i t
Medical Services at other medical facility 8 Types
RelevantInterest in newspapers 26 opinion types
Interest in Yellow Pages 3 opinion types
Interest in Radio 26 opinion types
Interest in TV 26 opinion types
Consumer Expenditures 150 types by level of expenditure
Consumer Products 136 types by usage level
Health & Beauty 27 types by usage level
Advertising
Consumer Products & Purchases
Attitudes
within 8,400
available
responsesHealth & Beauty 27 types by usage level
Pets 28 types by usage level
23 Auto other vehicle
32 Homeowners
33 Life
17 Medical
11 Other
InsuranceBanking-Finance-Insurance
p
11
Ot e
39 Ailments & Remedies
24 Doctor visits by type
MedicalHealthcare
12. Mortgage-Specific Customer Acquisition Models
Yesterday’s point in time variables
Demographic
N b f d lt i H h ld
Real Estate
P t M t
Investments
Annuities
Client’s BrandNumber of adults in Household
Mail Order Donor
Body Size of newest car
Level of education
Market Value Decile
Past Mortgages
Mortgage Amount
LTV
Home Value
Interest Rate
M t T
Annuities
Bonds
Certificate Of Deposit
IRA's/401K’s
Money Market Funds
Mutual Funds
Client’s Brand
is the sum of
its customers
Property type by detail
Loan To Value Range
Mortgage Type
Open Date
Savings Account
Stocks
Today’s transaction behavior over time
experience
y
Response to Broad Market Media X X X
Response to Direct mail X X
# of VRU Inquiries
Months
Freq. of Web site visits (by type of visit)
Services X X
Product information X X X X X
Balance Inquiry X
12
0 1 2 3 4 5 6
Balance Inquiry X
13. Dynamic Refinance Targeting Models
Decile
Cumulative
# of
Prospects
Cumulative
# of
Responders
Cumulative
Response
Rate
Cumulative
% of
Responders
Cumulative
% of
Prospects
Cumulative
Lift
1 394,592 2,576 0.653% 20.5% 8.8% 234
Consumer Experience Model
2 813,758 4,453 0.547% 35.5% 18.1% 196
3 1,250,421 6,026 0.482% 48.0% 27.8% 173
4 1,696,783 7,376 0.435% 58.8% 37.7% 156
5 2,158,901 8,566 0.397% 68.2% 48.0% 142
6 2,631,539 9,703 0.369% 77.3% 58.5% 132
7 3,076,999 10,585 0.344% 84.3% 68.4% 123
8 3 546 327 11 370 0 321% 90 6% 78 8% 1158 3,546,327 11,370 0.321% 90.6% 78.8% 115
9 4,022,636 12,051 0.300% 96.0% 89.4% 107
10 4,500,465 12,552 0.279% 100.0% 100.0% 100
LIFTWith Time Series variables
L
Change in balance of all mortgage accounts - Current and 4 mths prior
# of currently active bankcard accounts - Current and 4 mths prior
# Personal finance inquiries - Current and 2 mths prior
LIFTWith Time Series variables
# of months since oldest upscale retail account opened
Ratio of Current and 2 mths prior months since most recent trade opened
Ratio Between Current and 2 mths prior # of accounts with delinquency of 30 days
Ratio Between Current and 2 mths prior # Open rev bank trades with hc/cl > 5000
13
14. Increasing Refinance Targeting Sophistication
over Time Profit optimization
t
Screen Sophistication
Offer
Validation Gains Chart for
CONTI/RESP
0.2
0.4
0.6
0.8
1
1.2
Model
Random
Regional Screens
time
Offer
Model
Validation Gains Chart for
CONTI/RESP
0.8
1
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Screen
Refinement
Regional Screens
Offer Optimization
Validation Gains Chart for
CONTI/RESP
1
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0
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1 2 3 4 5 6 7 8 9 10 11
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Random
Generic Models
Regional Channel PreferencesC i M d l
Models by Source Data
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Validation Gains Chart for
CONTI/RESP
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Models
Channel Preferences
Validation Gains Chart for
CONTI/RESP
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Model
Conversion Model
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Validation Gains Chart for
CONTI/RESP
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Trigger Event lists
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15. Targeting - Refinance Behavior Models
2012 Vs. 2011 Results
Intelli-Global 2010 2009 *Diff. ‘12 Vs.‘11
Name & Address match by Wave 1 2 3 4 Total % Conversion
Waves
Name & Address match by Wave 1 2 3 4 Total % Conversion
Solicitations 112,996 295,006 313,617 127,069 848,688 1,181,780 333,092
DM Responders 1,203 1,393 907 455 3,958 0.47% NA NA
Leads 848 940 1,162 659 3,609 91% 4,082 509
Enrollees 323 308 485 321 1,437 40% 1025 412
Lead Rate (Leads/Sol.) 0.75% 0.32% 0.37% 0.52% 0.54% 0.35% 54.3%
Enroll Rate (Enroll/Sol.) 0.29% 0.10% 0.15% 0.25% 0.17% 0.09% 88.9%
Assigned to source by Name
and Address Match, post mail
drop date and lead date
Enroll Rate (Enroll/Sol.) 0.29% 0.10% 0.15% 0.25% 0.17% 0.09% 88.9%
2013 Model and Targeting
Refinement
2013 Messaging to Behavioral
Segments
New Behavioral model based
on 2012 campaigns
Tightening screen criteria
Speaking to each
targets “Personal
Credit Situation”g g
Re-solicitation to top deciles
Targeting “Hot” and avoiding
“Cold” Zones”
Credit Situation
“Active Vs. Inactive”
lifestyles
15
Cold Zones lifestyles
16. Marketing Tactics Driving Success:
The “Frontier”
• Social Media reaching “Critical Mass”Social Media reaching Critical Mass
• Across the 30 – 60 age households
• The “Kernel-to-Popcorn” effect of Social Media
• Emerging “Key Influencers” within Social Networks
• The expanded sharing of Cookie Behavior
M di A ’ d A t ti• Media across App’s, and App transactions
• Geo-locators and instant messaging
Consumer’s Bottom Line:
You want my business? Demonstrate that you “KNOW ME”
16
17. Marketing at The “Frontier”
• Avoid a single data-source relationship
• Don’t depend on data vendors to provide advanced insight or strategiesp p g g
• Avoid “Look Alike” models and focus on Behavioral models
• Don’t use Just Screens, or Just Models. Use BothDon t use Just Screens, or Just Models. Use Both
• Direct Mail still has best “Reach Factor” and #1 Targeting capability
Y il t t t t th b f i On Line di l• You mail to get prospects to the web for ongoing On-Line dialogue
• Once On-line, turn “Push” Marketing into two-way Dialogues
• Identify Trigger events:
• Communicate Before, At and After Trigger events
17
• Deploy test and instant messaging, based on segment adoption
18. Consumers NeedsConsumers Needs:: UnderstandingUnderstanding All of the Effects ofAll of the Effects of
broad market media or paid searchbroad market media or paid search that drivethat drive ROIROI
The following effects were taken into account :
Day of Week
Lagg
Time of Day
Station
Significant multi‐colinearity between stations
35,000
40,000
45,000
s
Real Model
15,000
20,000
25,000
30,000
aily Searche
0
5,000
10,000
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Da
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20. Intelli 1-to-1 Personalization
Personalized Products Offer with CPR Touch Points Generic Offer for Control Group
Name
7
Touch
Name
Points for
Top-6
Magazines
Category
f T 1for Top-1
Magazine
Top-6
M iMagazines
by CPR
20
21. Your customers are where you build your Brand
Your Brand is the Summation of each Contacts
Experience
Understand where your customers are spendingy p g
their on-line time and why
Assume customers are on-line more than you are
aware, regardless of age. Age determines Which on-
line channel
Identify the “Key Influencers” across your customers
– Leverage Social Media so each becomes your best
Omnibudsman
21
Omnibudsman
22. Target Consumer
Intelli-Reach
Initial One‐way
Communications
that evolve into
Two‐way dialogue
*Business ImpactMarketing Evolution
Cross Media Marketing
il i ll
*3 ‐10X
at half the
cost
Multi‐Channel Marketing
email
SMS RSS
print
WEB
store call center
Highly personalized programs across multiple
di t i l di il di t il h *1 ‐2X
*3 ‐ 5X
Database Marketing
media types, including email, direct mail, phone,
Banners, Display adds, personalized web pages,
text messaging (SMS), call center routing and web
feeds (RSS)
– Implemented in stages of sophistication Varies
1 2X
Target (Event) Marketing
Implemented in stages of sophistication
– Incremental ROI at each stage
– Determining each consumers:
• Channel preference
• Attention span by Media
Varies
Mass‐Marketing
22
p y
• Triggers to transact
• Media attention periods