In this interview with Mritunjay “MJ” Kumar, Founder of InsightzClub and Anirban Ganguly, InsightzClub’s Chief Growth Officer, we discuss their latest solution, iPurchase and how it helps in customer experience.
The age of continuous connections with the advent of technology has changed the way we do business and it has also made the concept of 24/7 customer relationships possible.
“At InsightzClub, we recognise this and have been transforming our approach and tools to plug into this consumer journey in real-time, across all digital and non-digital touchpoints and platforms.
iPurchase leverages technologies that enable frequent customisable digital interactions with customers. That helps to develop a deeper understanding of the customer than ever before.
“Our solution helps businesses and brands develop connected strategies. As a result, this would dramatically enhance the experience of customers, increase efficiencies, find innovative spaces, and deliver growth springboards,” says the tandem.
The company has a consumer journey map which is a visual storyline, a representation of how a customer interacts with a business, mapping out the actions taken to achieve a goal – making a purchase, joining a loyalty program and more.
“Our solution, the iPurchase, allows us to provide clients with insights that “inform and transform” to drive exceptional, relevant customer experiences, unlocking pathways to growth. We observe and understand consumers at every stage of the brand purchase, starting from the source of brand awareness, information search across all channels, product features and even cost comparison. This is carried across all touchpoints including offline and online outlets, the effectiveness of creative content and media and post-purchase experiences.
The iPurchase, also known as Connexons, allows the company to aggregate, curate volumes, variety, and veracity of data from the consumer journey.
They say this data holds the key to growth, and the final output, called Connexons Atlas, has an impact on the customer experience and is wide-reaching.
The right data points can inform, initiate, and drive action at scale to remove friction from the buyer’s journey, improve customer satisfaction, drive brand preference, increase average order value and return on investment (ROI).
The iPurchase solution allows insights and consumer preference for brand/category deeply at each stage of the purchasing journey.
Understanding the consumer willingness-to-pay is the result of intent, need, desire and experience. The value of this transaction to the brand is fundamental in creating customer journeys that deliver growth and help in delivering relevant products to the consumer.
The outputs can inform, initiate, and drive action at scale to remove friction from the buyer’s/consumers journey, improve customer satisfaction, drive brand preference, average order value and increase returns on investment.
