Customer Success Story
Customer Success Story
CPG Brand Nurtures Consumers With Dynamic Online Journeys The Challenge A global retailer specializing in consumer packaged goods (CPG) wanted to become a trusted advisor to its consumers and expand the brand’s relationship from months to years. To do this, the CPG brand sought a consumer engagement hub that could enable its web properties to automatically identify, inform and interact with each visitor according to where they were in their individual consumer journey, then carefully nurture them from onestage to the next. While looking to rebuild their website for baby products, the brand realized that website design wasn’t the problem—rather, it was a lack of engaging material at the individual level. Consumers tended to sign up on the website to track their pregnancy, and the birth and growth of their babies, but rarely returned after that initial step. The brand was not aware of what the consumers were looking for on the site, and lacked insight into pages viewed, visit duration or any website behavior. Not enough information was being collected to understand the drop-off in consumer engagement. Furthermore, traditional web clickstream retargeting methods failed in the complex orchestration needed for the many consumer journeys. The brand needed to first understand who was on its website. Second, the site needed to function in real time to show relevant and engaging content to each visitor according to where they were in their consumer journey. Enter CSG Xponent.
HIGHLIGHTS Live in <2 months Journeys lasting from 1 day to 3+ years 30,000+ registered visitors in first 8 weeks
Finally we are able to craft real journeys that engage and provide value to busy mothers through personalized and timely content.
CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC. © 2022 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.
CSGI.COM
1