dunnhumby
At dunnhumby, our work always starts with Data. We use data from sources that reflect behaviour, such as EPoS and customer loyalty programmes. That means the customer Insights we deliver reveal not just what customers think, but what they actually do. When we know what, how and why they buy, we can work out who our clients' best customers are and where their biggest opportunities lie.
We work closely with our clients to turn these actionable insights into two distinct, yet interwoven streams of activity.
The first, Customer Experience, refers to every concrete interaction that our clients' brand has with their customers. Once our insights have enabled our clients to get to know customers, we can show them how to treat customers in a relevant way. This applies to their entire shopping experience, all the way from pricing and promotions to targeted marketing. It is an approach that is also used to improve collaboration with our clients' retail partners, working to the common aim of putting the customer first. We make sure the companies that we work with have the right tools, reports and metrics so that they can continue to treat their customers better.
The second stream of activity, Organisation Engagement, embeds the principle of customer first into our clients' entire organisation. We work with them to create an actionable customer strategy that enables their people, processes and systems to use customer-driven insights to make better business decisions. Aligning the entire organisation around the common goal of delivering what is right for the customer is vital to making the overall customer strategy successful and sustainable.
Once our clients have put the customer at the heart of their business decisions, they will be more responsive to changes in customer behaviour, more relevant to customers' individual needs and more rewarding in the way you treat your customers.
Customers will repay that loyalty to putting them first with their own: buying one more product, one more time. That will increase same store sales and profit margin, or – put simply – it will grow our clients' Brand Value.
