Customer

Flipp

Flipp Meets Growth Goals by Becoming Customer Centric

OVERVIEW

Flipp is a retail technology company that works with some of the largest retailers and brands to help their businesses thrive in this digital age. They are reinventing the way people shop and helping North Americans provide for their families by making life affordable. Flipp’s award-winning app is used by millions of shoppers every week to make better purchase decisions to save on their weekly shopping.

Goals

Improve customer satisfaction

Accelerate innovation

De-risk decisions

BECOMING CUSTOMER CENTRIC TO MEET GROWTH GOALS

Flipp needed to grow! In order to successfully meet their growth goals, they had to better understand their customers and their shopping habits. Their current approach to customer insights was ad hoc and inconsistent, giving them a limited view of customers. Flipp decided to invest in an insights strategy that helped them understand their customers and ensure strategic business decisions were informed by insight. Alida was introduced so that Flipp could truly become a customer-centric company that moves fast and learns quickly.

CUSTOMER INSIGHTS TO DRIVE BUSINESS DECISIONS

Flipp’s Marketing team is using Alida Sparq to confidently approach their growth plans by understanding the how and why of their customer behaviour data. Alida Sparq is a digital insights community that helps them contextualize their behavioural data and makes all departments smarter about Flipp customers—from Product, to Sales, to Marketing.

FOCUSING ON WHAT MATTERS TO CUSTOMERS

From customer centric product roadmaps, defined Ideal Candidate Profiles to concise User Journey’s, Flipp has been able to action their insights into several key deliverables that drive their business growth goals. Everything actioned from the direction of their insight community is a building block that continues to strengthen credibility and help Flipp make smarter decisions.

By understanding where to focus their efforts and who they should be targeting, Flipp is empowered to do more of the things that matter.

Flipp’s insight community has continued to grow and shift towards richer, nuanced, tailored and more targeted insights by asking smarter questions. Flipp employees now actively participate to get feedback— they want to be a part of the process, not just consume the results but help shape the questions.

Simple is always better. Continuously aligning business decisions to concrete customer insights directly contributes to the successful growth of Flipp. With an enhanced understanding of their customers, Flipp is able to make value-based decisions that resonate with their audience.

WHAT’S NEXT

So how does Flipp continue to improve? Their next goals are focused on refining their foresight skills. Moving beyond great execution, Flipp is looking to partner with stakeholders to get smarter, and anticipate their customer needs then take those needs to another level to elevate their strategy. Flipp is also working on ways to drive hard ROI and dollars attributed to the work they are able to produce because of Alida.