Retail omnichannel customer journey analytics

İpekyol, a renowned Turkish fashion brand, is synonymous with elegance, quality, and innovative designs. With a strong presence in physical stores and a growing digital footprint, İpekyol focuses on delivering exceptional customer experiences across its omnichannel ecosystem. By leveraging cutting-edge technology, the brand aims to deepen customer engagement, optimize operations, and drive loyalty.

Overview

By analyzing CRM data from both store and digital channels, B2Metric enhances İpekyol's ability to predict customer churn and optimize campaigns for retention. Hyper-personalized campaigns powered by machine learning increase customer lifetime value (CLTV), while Next Best Offer (NBO) models improve targeting accuracy on a channel and category basis.

Use Cases

Implementing intelligent search and recommendation tools.: Enhancing product discovery and improving customer experience across channels.
Establishing an advanced churn definition tailored to İpekyol's business dynamics.: Enabling precise identification of at-risk customers for timely action.
Boosting CLTV through AI-driven campaign strategies tailored to high-churn-risk customers.: Delivering personalized experiences that increase loyalty and long-term customer value.

Challenge

İpekyol needed a robust solution to redefine churn parameters and predict customer loss effectively. The complexity of aligning customer segmentation with the right campaigns demanded a model capable of:

Churn Forecasting: Proactively identifying customers at risk with accurate predictive models.
Campaign Optimization: Tailoring offers to reduce churn while maximizing ROI and customer engagement.
Omnichannel Synchronization: Ensuring insights align across digital and physical channels for a seamless customer experience.

Stronger Retention
Accurate churn prediction helps retain high-value customers and reduce customer loss.
Higher CLTV
Personalized campaigns and offers increase customer lifetime value and long-term loyalty.
Optimized Operations
Data-driven insights streamline marketing operations and improve resource allocation.
Seamless Omnichannel Experience
Unified customer insights deliver consistent and personalized experiences across all touchpoints.

Analytics dashboard with customer insights

Benefits

Churn-targeted campaigns significantly reduced customer loss. Hyper-personalized strategies led to higher purchase frequency and average order value. Automated, AI-powered campaign management reduced time and resource costs. Data-driven decisions became easier with the B2Metric IQ platform.

Reduced Churn
Higher Purchase Frequency
Lower Time & Resource Costs
Data-Driven Decisions

Solution

B2Metric provided İpekyol with an advanced AI-driven analytics platform, delivering:

Churn Score Modeling
Predicting churn likelihood with high accuracy using machine learning models and predictive analytics.
Hyper-Personalization Algorithms
Creating dynamic, customer-specific campaign recommendations based on behavior, preferences, and lifecycle stage.
NBO Optimization Tools
Enhancing channel and category-level strategies to maximize Next Best Offer (NBO) performance and ROI.
Search and Recommendation
Delivering personalized product suggestions and improving search relevance to boost customer satisfaction and conversions.

Results

Increased CLTV: Achieved higher Customer Lifetime Value through personalized campaigns and improved customer retention.
Decrease in Churn Rate: Significant reduction in churn rate within target segments by identifying at-risk customers and acting early.
Boosted NBO Campaign ROI: Optimized Next Best Offer strategies led to higher ROI and improved engagement across channels.
Search Satisfaction Improved: Enhanced product discovery and search experience resulted in higher customer satisfaction and more conversions.