Retailers have a lot to learn from iGaming marketers, who excel at real-time, data-driven engagement. If adopted correctly, iGaming’s mastery of real-time marketing could revolutionize retail customer journeys and experiences.
This post explores five powerful iGaming marketing lessons retailers can use to elevate customer engagement and drive overall growth.
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Key Takeaways: The Five Lessons
Learn more about how to effectively boost customer engagement with these five lessons:
iGaming excels at creating fluid customer journeys that adapt in real-time based on user behavior, leveraging data-driven insights to deliver personalized offers, promotions, and engagement strategies.
Retail marketers can enhance customer journeys by moving away from rigid campaign calendars to more responsive, behavior-triggered communications that yield a much better marketing return on investment (ROI.)
For example, a journey orchestration strategy can automatically determine whether a customer is more responsive to an SMS flash sale, an email lookbook, or a push notification about new product arrivals—and then act on that insight by sending out a message or promotional campaign in real time.
Lesson #2 – LeverageMicro-Segmentation and Behavioral Triggers
iGaming platforms extensively use micro-moments and behavioral patterns to create highly targeted segments tailored to player preferences, optimizing retention.
Retailers can use this approach to create segments based on browsing patterns, purchase velocity, and category preferences to develop trigger-based communications for specific behaviors, like cart abandonment, wish list additions, and seasonal shopping patterns.
Micro-segmentation in retail enables highly targeted, personalized campaigns, like “high-value customers who usually buy premium brands but haven’t purchased in 60 days.”
Messaging frequency and channel selection could also be varied according to engagement levels.
iGaming is well known for using sophisticated bonus systems to drive player engagement by rewarding and incentivizing them for desired actions.
Retailers can try implementing time-sensitive promotions based on browsing behavior, creating “streak” rewards for consistent engagement over time, and developing multi-purchase incentives across different categories that a customer might be interested in.
Retailers can also implement cross-channel campaigns where a customer’s interactions across channels, like website, app, and in-store, immediately trigger personalized messages. For example, if a customer browses winter coats but doesn’t purchase, dynamically adjust their journey to include targeted content about coat styles, winter fashion tips, and increasingly appealing offers across multiple channels.
Lesson #4 – Implement Predictive Churn Prevention
iGaming platforms are particularly good at identifying and preventing customer churn before it happens. Identifying players at risk of churn is a key business goal, representing a huge additional potential revenue.
For retailers, using a predictive churn model could help develop early warning systems based on changes in purchase frequency and aid in crafting re-engagement campaigns triggered by decreased website visits or app usage. It can also help implement sophisticated “win-back” strategies with increasingly valuable offers based on customer lifetime value, both historical and inferred.
Lesson #5 – DriveReal-Time Personalization
The speed of personalization in iGaming is impressive and continues to improve, and every incremental microsecond gain could mean the difference between success and failure for customer experience strategies.
Retailers can adjust website content in real-time based on browsing history. For example, retailers can dynamically modify email send times based on individual engagement patterns, personalized push notifications based on location and previous interactions, and more.
This is just the tip of the iceberg for retail marketing. Much like the iGaming industry, which has mastered personalized experiences and data-driven strategies, retailers can unlock even more opportunities for growth and customer engagement by implementing similar innovative approaches.
For more insights on how retailers can boost engagement and customer loyalty, contact us to request a demo.
Timothy Biddiscombe is CEO of Purple Square CX, a Marketing Automation & CX Agency based in London, United Kingdom. Tim has over 25 years of experience in his sector, empowering customers to make significant decisions to harmonize their customer experiences through the intersective application of people, processes, data, and technology. Outside of work, Tim enjoys writing, walking & spending time with his wife, Becca, and their cats, Milo & Gigi.
