Aimia is at the forefront of insight and analysis. Understanding the customer and their needs enables decisions that transform businesses. Using proprietary modelling techniques designed to identify potential valuable customers for acquisition or customers at risk of churn we develop a multi-segmentation approach for our clients. The analytics and insight we deliver produces unrivalled ROI.
Aimia delivers a full suite of customer analytics to a global client base. We maintain our leading global position by committing continued investment in analytical innovation.
Aimia develops a multi-segmentation approach for our clients, using multiple lenses to understand their customers. We provide the experience, insight and services to turn these understandings into actions by:
Developing segment objectives and feeding these into merchandising, media, CRM and brand plans. We tailor every business decision by the segment objectives to improve ROI.
Using statistical modelling to identify acquisition prospects, we focus on recruiting those who will impact the business the most.
Predictive modelling to reduce customers lapsing or churning.
Trigger base strategy to reengage those customers at risk before they have a chance lapse.
Investing at the right time to retain existing customers is more effective than chasing customers that have already left.
Aimia’s advanced segmentation module automates the segmentation process through sophisticated algorithms that can process high volumes of data in seconds – shortening the time to actionable insight to days instead of months. Aimia uses data and sophisticated analysis in an innovative way to introduce businesses to their customers. The ability to communicate using appropriate language, in a timely and relevant fashion is vital. Aimia uses customer analytics to increase acquisition and retention resulting in increased customer lifetime value.
|Case Study: Playing with Customer Loyalty »
How Aimia’s Loyalty Analytics team uses customer segmentation to drive loyalty.
Aimia is a global leader in using loyalty program analytics to support key program decision-making. We use proprietary tools and advanced predictive modeling techniques to analyze future program liability trends and reward costs to help you maximize the commercial impact of a program. Loyalty program analytics bring an integrated view of the interdependencies between program design, commercial strategies and member behaviors that impact short and long-term program profitability.
Our capabilities include:
Breakage Modeling and Program Impact Assessments
Aimia has developed leading edge capabilities in predicting a program’s breakage rate, future liability and reward expenses, using a variety of methodologies based on macro program metrics or member level data.
Third party breakage analysis for financial reporting purposes
Breakage rates and profitability over the long-term
Breakage impact estimate of planned program changes
Assessment of the impact to elements such as margins, engagement, competitiveness, and value proposition
Aimia uses proprietary forecasting tools to assess and enhance your program’s financial performance. This includes clear visibility on the correlations and levers between cost and volume of points sold, cost and volume of points redeemed, breakage rate and member engagement/influence on consumer behaviour.
Transfer of a program’s liability to Aimia will eliminate all program liability from the program operator’s balance sheet, and remove the financial risks while ensuring the program drives loyalty to your customers. Aimia leverages its expertise in both liability management and unit cost optimization to provide effective profitability/ value creation management.
We believe every customer is unique
Our mission is to help our clients sustainably grow sales and profits by helping them create relevant, engaging and inspiring shopping experiences and personalized interactions driven by deep customer intelligence.
We believe that retail success comes from understanding each customer, providing tailored, engaging shopping experiences for them, and growing their loyalty through relevant personalized interactions. Unlocking the potential of customer data is the key for brands that wish to understand their customers better.
At ISS we decode the ‘messages’ that customers leave in the data and help translate them into simple, actionable insights and enable effective business decisions throughout an organization.
Critical to effectively using customer data to make better business decisions is the ability to distil complex data and analysis into simple, actionable insights, put in the hands of decision makers, all at the speed of retail – what we call ‘sophisticated simplicity’.
Our experience tells us that this is done most effectively when insight and planning Tools are combined with knowledgeable and empowered People, and integrated into a standardized, efficient Process.
But with our experience also comes an entrepreneurial mind-set and flexibility – in customizing the right approach for each individual client based on their current situation and their future aspirations.
Understanding customers brings benefits to both retailers and suppliers, and a shared, consistent view is a powerful catalyst for enhanced collaboration.
We know that a better understanding of customers benefits decision-making and performance throughout a retailer, from the C-suite down, across multiple channels and multiple departments.
Understanding performance through a customer lens allows for better directed strategic focus and decisions from the top.
A better understanding of customers unlocks benefits across the breadth of the shopping experience, from broader, ‘traditional’ merchandising and store planning decisions (store clusters and layouts, ranges, pricing, promotions, retail media, etc), through to truly relevant communications, personalised in real-time to individuals and their current shopping mission context (location, time, etc.).
Working with clients across the globe gives us a broad perspective, allowing us to develop, test and share best practice across markets (and verticals).
At ISS we remain focused on helping our Retail and CPG supplier clients in the Retail / Health & Beauty industry keep pace with the dynamic and ever-changing behaviour of customers.
Aimia Insights Platform
Aimia ISS has developed the Aimia Insights Platform (AIP), a cutting edge proprietary application which provides fast and actionable outputs that can be accessed anytime and anywhere. AIP provides retailers and their ssuppliers with access to powerful customer insights that make better merchandising and marketing decisions faster.
We believe that navigating an analytic platform should be as natural as using a smartphone. AIP runs on 100% of your customer & POS data, providing you a robust view of how your shoppers behave.
Codify best practice
World-class analytics, tailored to you – Report wizard enables users to answer complex questions or run full category reviews within a few simple clicks. Frees up time to focus on more strategic matters. Ensures that Best Practice is always being used even by the most infrequent users.
Standardize insights automate delivery- Easily output standardized PowerPoint decks, custom to your needs. Allows you to schedule and automate the customer insights component of category reviews. Resource is again freed to focus on other strategic priorities.
Tailored to your needs- report suite focusing on category management, shopper behaviour, assortment and promotions. Modular structure provides for integration of campaign and segmentation capabilities and more.
Aimia Advanced Segmentation
Aimia Advanced Segmentation (AAS) has been built by experts in both retailing and retail analytics, using proven methods that have been deployed in many different retail sectors across diverse geographies.
At its heart, AAS contains a suite of complex statistical algorithms which find patterns in high volume behavioural data and creates customer models designed for use in retail businesses.
AAS offers the ability to create various types of segmentation including RFM, behavioural and basket mission. The flexibility of the tools allows the user to create store-wide, strategic segmentations through to category or brand level, tactical segmentations.
Aimia Assortment Category
Putting the right products into the right stores is one of the fundamental challenges of grocery retail. Shoppers want to be offered choice, but there is a balance to be made, as a complicated range with too many choices can lead to shopper confusion and dissatisfaction.
Customer data is key to getting the right balance. By understanding how customers shop the category, you can make informed decisions on the optimal shape of your range and how to deliver the right mix of products to meet customer needs.
Aimia provides the tools for customer centric assortment and merchandising and the reports for post review analysis, enabling you to understand the customer drivers underlying your headline sales performance.
Price & Promotion
Our advanced promotions module with AIP provides retailers and their suppliers with a clear and simple view of how their promotions have performed, from both a financial and a customer perspective, allowing them to make better decisions when planning future promotions.
Our pricing toolkit allows retailers to make better decisions: price elasticity models forecast the impact of price changes before they are made – on the SKU and on the wider category; analysis of customer purchasing behavior allows us to identify the most suitable SKUs to price competitively.
Personalization is a process that creates a relevant, individualized interaction between two parties designed to enhance the experience of the recipient.
Aimia Offer Engine enables you to build one-to-one personalized relationships with your customers by improving the relevancy and quality of your customer communications, which has been proven to increase engagement, visits and spend for businesses.
Aimia Location Engine allows you to target and track your customers in, around and outside your stores.
Finding Big Profits in the Age of Big Data – Unlocking Enterprise Potential of Behavioral Segmentation.
Customer research is the foundation of Aimia’s programs. We analyse the right data to develop precise campaigns and measure their effectiveness. Analysing transactional data gives companies a wealth of information about their customers’ behaviour. Combining this with primary customer research data enables Aimia to add emotional warmth to the ‘what’ with insight into the ‘why’.
We provide a variety of customer research methodologies and deliverables to help clients understand the voice of the customer and put this into the context of how they are behaving. The combination of the two data sources enables unique insight into how customers act and feel.
Aimia has a team of researchers and insight analysts who are able to bring a customer profile to life. We ensure that there are many opportunities for the customer to provide useful feedback. Videos, PowerPoint and infographics populate interactive dashboards in real time or create interactive word clouds.
Aimia selects respondents on the basis of their behaviour and use CRM capabilities to survey at key points of the customer journey. This timeliness enhances respondent recall.
Methodologies are flexible and vary using qualitative and quantitative methods. Our proprietary methodologies enable customers to convey their relationship with the company/brand and the thought process they use when choosing, experiencing or reflecting on the purchase.
Our projects can be On-Demand where a customized approach is designed or via our specialized research tools where Aimia helps answer repeatable questions.
Customer experience feedback is also well suited to this type of analysis as customer responses can be analysed in the context of their past purchasing behaviour and loyalty. Improvements in satisfaction can be measured by tracking future spend patterns.
Timely feedback on new products can help businesses quickly understand their appeal and the likelihood of customers to repeat purchase as well as highlight challenges with promotion or availability. Surveys can be triggered by the purchase of new products enabling accurate sampling and timely feedback for the business.
Embracing SMARTER Principles
Our research is centred on our five core pillars – we embrace the SMARTER principles in everything we do being Specific, Measurable, Achievable, Relevant, Timely, Ethical and Reliable. We passionately believe this ensures that the research solution we create will fit your needs and give you actionable insight to further your business aims.
As a full service research agency we use both qualitative and quantitative methods. We make intelligent use of technology such as mobile data collection and passive data collection such as location/time/actions to add even deeper insight to the customer opinions we obtain.
Give your product or service the best chance of success: PackSMART, Ideation, Concept Testing, Ranging and Pricing.
Support your brand development and market understanding: Usage and Attitudes, Segmentation and Market Landscapes.
Understand how well your products and services perform out in the real world: ProductSMART, Product Testing, Ranging and Assortment, and Pricing.
Explore how your customers are interacting with your marketing efforts: Unique Digital Advertising Panel and CampaignSMART.
Allows you to get the full customer experience interaction: Path to Purchase, Customer Satisfaction and Segmenting customers.
Intelligent Research Product Suite
Our research product suite will help you tackle some of the more frequent research questions you will come across when developing your brands, products and services. Utilising one of the largest research databases in the UK, our solutions can respond quickly and efficiently delivering impactful insights and robust recommendations in answer to your business challenges.
Our SMART products are all delivered via an interactive online portal that allows you to personalise the data view along with an executive summary written by our research team.
The pack can speak volumes for the product it contains and quality you will receive, getting this right is key to success in many markets and industries. The PackSMART solution identifies winning designs, providing you with an understanding of the different aspects of your pack design from industry used KPI’s to shelf standout.
Launching a new product, a new line or repackaging a product is often a big investment for any business that carries with it risks of failure. Keeping it on retailers’ listings requires consistently strong performance. ProductSMART gives you the ability to make informed decisions to ensure the best chances of success. It will investigate and analyse many aspects of the product from price and quality perceptions to category positioning and future purchase intentions.
Media campaigns can add substantial value to a brand but not all campaigns perform equally, CampaignSMART provides you with a view of brand uplift. It will drive understanding of the brand funnel, reveal indicators of brand performance and image along with uncovering consumer behaviour triggered by the campaign.
Our weekly omnibus collects feedback from 2000 unique nationally representative customers each week, covering many subjects requested by a variety of clients. If you would like to include a question/questions on the omnibus please contact us via the contact form, we can offer advice on how to optimise your questions and book you onto the survey.
Powered by Aimia:Lumen: just because your digital ads CAN be seen, doesn’t mean that they WILL be seen. Our panel uses Aimia:Lumen’s eye tracking technology to help brands understand what people actually look at – and what they ignore. The solution provides robust, behavioural insight to drive creative pre-testing, campaign tracking and media pricing across platforms.