Case Study – Customer & Operational Analytics

Industry

Leisure & Entertainment

Function

Business Intelligence & Insights

Business Challenge

A leading Retail and Hospitality group in the GCC region, managing children’s entertainment venues with a range of attractions, faced challenges in customer acquisition and encouraging repeat visits. The natural turnover as children age highlighted the need for a strategic approach to maximize engagement, enhance customer experiences, and ensure business sustainability and profitability.

Project Objective

Enhance customer experience by providing relevant offers and services
Increase customer loyalty and lifetime with the brand
Improve business performance

Approach & Solution

Based on thorough understanding of client’s operations, products, packages, and pricing models across various formats and regions we analyzed various performance metrics and established data pipelines for a comprehensive review of transactional, product, and customer data.

Periodic and ad-hoc reports were examined and evaluated marketing strategies, events, and campaigns.

Project Outcome

Customer Personas: Developed detailed customer personas based on product usage, package preferences, and play habits, enabling more targeted and effective marketing campaigns.
Improved KPIs and ROI: The client saw significant improvements in key performance indicators (KPIs) and a notable increase in return on investment (ROI) from marketing expenditures.
Ad-Hoc Analyses: Conducted analyses to identify profitable games, high lifetime value customers, and assess the impact of pricing and rewards changes, providing actionable insights for data-driven decision-making.
Enhanced Visualizations: Created comprehensive visualizations with complex calculations and predictive insights, reducing reliance on manual reporting and facilitating quicker, more efficient decision-making.