8. III.
Is this the right
choice for the
enterprise?
II.
Have we provided
incremental
revenue?
I.
How does it
impact our
customers?
Identify simple tenets
9. Single View of the Customer
Life
Events
Channel
Usage
Credit
Risk
Segments
Service
Interactions
Balance
Drivers
Marketing
History
Note: Sample data fields
Clickstream
Patterns
Transaction
Behaviors
10. veraging customer data for many u
Retention
Tactics
Treatment
Strategies
Marketing
Actions
Measures
& Metrics
Capital
Allocation
Conversational Data
Next product to market?
Out of pattern transactions?
Activate or deepen relationship?
Approve this loan?
Pay this overdraft?
Authorize this transaction?
Likely to attrite?
Appropriate concessions?
Meaningful potential?
Marketing Analytics Data
Expand or contract?
Need a new branch?
Channel investments?
Increasing return?
Champion or challenger?
Met strategic objectives?
11. cs actively shape the U.S. Bank Customer Exp
“Conversational Data”
about customers’
financial objectives &
existing relationships
Prioritized offers and
consistent treatment
for each customer
Behavioral Insights
Mining up to 17
million transactions
each day to identify
out-of-pattern
behaviors that may
signal needs
Predictive Analytics
Evaluating customer
value, purchase
propensity and
future potential for
over 17 million
customers
Relationship
Strategies
Converting insights
into decisions and
guidance passed to
customer facing
employees & systems
Teller Pops
24-Hour Banking
ATMs Internet Banking Mobile
Direct Mail
Branches Specialized Sales
Email
12. Blending marketing analytics with needs-based
sales processes allows bankers to provide
better solutions to customers
The Andersons
Model Score: 248
LiSA Segment:
“Kids First”
Need:
Reduce Debt Service
Mr. Anderson, I’d like
to show you how we can
use a home equity loan to
reduce your monthly
payments.
“Conversational Data”
allows us to tailor the
product benefits and
selling process
Michael M.
Model Score: 249
LiSA Segment:
“Upscale Investor”
Need:
Smooth Cash Flow
Michael, since nearly half
of your income comes
from bonuses, a home
equity line could improve
your cash flow.
Banker
13.
14. I.
How does it
impact our
customers?
II.
Have we provided
incremental
revenue?
III.
Is this the right
choice for the
enterprise?
20. - Response vs Net Lift
- Triggers with models
- New data sources (Big
& Small)
- Design of Experiments
- Channel Optimization
- Marketing Mix
Be willing to test
Not one „Holy Grail‟ answe
21. And now it's time to
S.T.A.R.T. your journeySavings Today And Rewards Tomorrow
……and
understand the
enterprise
impact
22. III.
Is this the right
choice for the
enterprise?
II.
Have we provided
incremental
revenue?
I.
How does it
impact our
customers?
25. Value can differ significantly across
campaigns
$0
$20
$40
$60
$80
$100
$120
$140
$160
$180
0 10,000 20,000 30,000 40,000 50,000 60,000 70,000
Alerts
Balance
Product
$420
Campaigns by Number of Contacts and
Average Value/Contact
Logarithmic Scale
Average Monthly Contacts
AverageValueperContacts