NEW YORK--(BUSINESS WIRE)--Falcon.io, the leading customer experience platform, has been named a winner of Facebook’s Innovation Spotlight awards in the Personalized Marketing at Scale category. Spotlight showcases the year’s most exciting innovations across Facebook, Instagram, Atlas, and LiveRail, while highlighting cutting-edge marketing technology and services. Falcon was recognized for its work with Flying Tiger Copenhagen, a global offline retail brand with 650 stores worldwide, to help the quirky chain better capitalize on its impressive social following to boost business. In less than a year, Flying Tiger Copenhagen has opened four Manhattan stores, and is currently opening three new stores a week across the world.
Flying Tiger Copenhagen used Falcon’s social media management and content creation tools to grow its fan numbers across networks by 32% in the first half of 2016 alone, but lacked a system to make sense of customer and social data. The retailer became an enthusiastic first adopter of Falcon’s new Audience profiles hub, launched in May 2016, which created a centralized system of record for all customer data and enabled marketing teams to deliver more personalized communication efficiently to all customers at scale.
“Flying Tiger Copenhagen has about 80 million customers globally, we are represented in 29 countries and we open three new stores a week. Our digital communication needs to be relevant and interesting to the individual customer. Traditionally, one of the biggest challenges for any retailer is understanding who your target customers are and what their purchase journey is, and Falcon enabled us to bridge the gap between social and offline identities,” says Klaus Vemmer, head of global marketing at Flying Tiger Copenhagen. “Falcon completely transformed the way we create and launch our marketing strategies, making it possible to build digital relationships with our customers globally and strengthening their loyalty.”
The addition of Audience to the Falcon solution created a first-of-its kind customer experience platform, delivering a “single customer view” of a brand’s digital audience. This enables brands to capture end-to-end customer journeys across all key digital touchpoints, connecting social and CRM. It allows brands to log every interaction from touchpoints throughout the customer journey; from public social conversations outside of a brand’s owned channels, to engagement with content marketing campaigns through landing pages or social content, to direct one-to-one contact through DMs, comments, or email. This data is available for interaction, segmentation and ad targeting in an intuitive interface, available to all departments across the organization.
Since using Falcon, Flying Tiger Copenhagen has increased its fan numbers by 32% and kept response time to customer inquiries below 24 hours. After adopting the Audience profiles hub, Flying Tiger Copenhagen has indexed over 128,000 customer profiles and continues to gain 800 profiles per week. The brand now has a better understanding of who its customers are and is able to tailor content to be more relevant.
“Our clients were struggling with understanding who their followers are against the broader context of their digital lives, particularly when it came to making that insight actionable to meet business goals,” says Ulrik Bo Larsen, CEO and founder at Falcon. “Being recognized by Facebook Innovation Spotlight is a testament to the commitment of our hard-working team to help clients create more meaningful customer experiences from a single hub.”
Follow Falcon on LinkedIn: https://www.linkedin.com/company/falconio
Read more on Falcon’s Insights Hub: https://www.falcon.io/insights-hub/
Falcon.io offers an integrated SaaS platform for social media listening, engaging, publishing and managing customer data. The company enables their clients to explore the full potential of digital marketing by managing multiple customer touchpoints from one platform. Falcon.io’s diverse and global client portfolio includes Carlsberg, Flying Tiger Copenhagen, Nintendo of Europe, IWC Watches, Mentos, Redken, Coca-Cola and many more.