Claims:We claim:
1) The system and method for customer journey analytics in retail by using big data technology is comprising of the contents such as;
a. Any high definition smart computing device
b. Any open-source framework like Hadoop for data analysis which stored data on big data; and
c. The web application of customer journey analytics in retail
2) The system claimed in claim 1 wherein, retailers can do fixing and improving the processes.
3) The system claimed in claim 1 wherein, reducing customer effort and improving customer experience.
4) The system claimed in claim 1 wherein, preventing customer defection and churn.
5) The system claimed in claim 1 wherein, reducing the level of complaints.
6) The system claimed in claim 1 wherein, increasing the level of up-selling and cross-selling opportunities.
7) The system claimed in claim 1 wherein, differentiating their business based on customer experience.
, Description:FIELD OF INVENTION
The present invention discloses the system and method for customer journey analytics in retail by using big data technology. The invention is related to retail sector, in particular customer journey analytics. Big data is one of the best technologies which can be effectively used for retail industry.
BACKGROUND OF INVENTION
Customer journey analytics is the weaving together of every touchpoint that a customer interacts with, across multiple channels and over time. It connects millions of events into journeys from customer’s point of view and is a data-driven approach to discovering, analysing and influencing customer’s journey.
The customer is journey is the complete sum of experiences that customers go through when interacting with your company and brand. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of being a customer.
Loyalty marketers can use customer journey analytics to predict customer behaviour, understand customer preferences, and recognize which actions work best in a given situation. It gives you the power to reduce churn by identifying and engaging with at-risk customers before they switch to competitors.
Currently, to get information about customer total journey is not that much easy. It requires a well system which gather and track all information related to customer and their order and feedback.
The present invention gives the solution for above problem.
The present invention discloses the system and method for customer journey analytics in retail by using big data technology. By using big data, retailer understand customers and their journeys, companies can gain deeper insight customer psychology. They can also uncover hidden correlations that reveal behaviour patterns and the actions they can take to impact the behaviour to produce outcomes.
Big data analysis represents the ability to make data-driven decisions, based on a summary of relevant, trusted data, often using visualization in the form of graphs, charts and other means. Customer journey analytics typically generate massive amounts of data.
OBJECTS OF THE INVENTION
The main object of the invention is that, system and method for customer journey analytics in retail by using big data technology.
Another object of the invention is that, retailers can do fixing and improving the processes.
Another object of the invention is that, reducing customer effort and improving customer experience.
Another object of the invention is that, preventing customer defection and churn.
Another object of the invention is that, reducing the level of complaints.
Another object of the invention is that, increasing the level of up-selling and cross-selling opportunities.
Other object of the invention is that, differentiating their business based on customer experience.
SUMMARY OF THE INVENTION
The present invention discloses the system and method for customer journey analytics in retail by using big data technology. The web application for customer journey analytics in retail is created. Retailer can manage customer journeys of the kind comprising a succession of interactions at interaction points between a customer and retailer. The all data related to customer and their order, behaviour, feedback is provided by big data to retailer. Retailer analyse this data to improve customer experience and to reduce the level of complaints.
BRIEF DESCRIPTION OF DRAWINGS
Fig 1 shows flowchart of the system and method for this invention.
DETAILED DESCRIPTION OF THE INVENTION
The present invention discloses the system and method for customer journey analytics in retail by using big data technology.
Big data is the vast volume of structured or unstructured data that is readily available at collective fingertips. These large data sets are analysed to reveal previously unknown patterns and provide insights into businesses, human behaviour, and more. Big data analysis is used for everything from financial services, to gauging someone’s productivity, to even monitoring the weather.
The key feature of big data is to analyse, understand and interpret it in order to give user a full a picture as possible about the customer journey analytics in retail.
The system and method for customer journey analytics in retail by using big data technology is comprising of the contents such as;
Any high definition smart computing device
The web application of customer journey analytics in retail
Any open-source framework like Hadoop for data analysis which stored data on big data
Big data consists of five stages such as-
Data sources- web and social media, machines, Sensing, IoT
Content format – structured, semi-structured, unstructured data
Data stores – document oriented, column oriented, graph database, key value
Data Staging – cleaning, transform and normalization
Data processing – Batch and real time
The system and method for customer journey analytics in retail by using big data technology is comprising of the following steps such as;
Step 1) The web application for customer journey analytics in retail is created
Step 2) User/retail team member open the web application
Step 3) Big data technology analyses information related to customer journey in retail sector
Step 4) User/retail team member can see the information provided by big data technology
Step 5) User/retail team member analyses the data to improve customer experience and to reduce the level of complaints
The role of big data technology in invention application is as follows –
Big data technology analyses information related to customer journey in retail sector. Retailer can manage customer journeys of the kind comprising a succession of interactions at interaction points between a customer and retailer. The all data related to customer and their order, behaviour, feedback is provided by big data to retailer. Retailer analyse this data to improve customer experience and to reduce the level of complaints. Use of big data is looking promising in the retail field and it can become a standard in the future.
The invention application has some advantages for the invented system, such as;
By using big data to understand customers and their journeys, companies can gain deeper insight into customer psychology. They can also uncover hidden correlations that reveal behaviour patterns and the actions they can take to impact the behaviour to produce positive outcomes.
With the help of the invention retailers can do fixing and improving the processes related to customer.
With the help of the invention retailers can reduce customer effort and improving customer experience.
With the help of the invention retailers can prevent customer defection and churn.
With the help of the invention retailers can reduce the level of complaints.
With the help of the invention retailers can increase the level of up-selling and cross-selling opportunities.
With the help of the invention retailers can different their business based on customer experience.