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1 dunnhumby.comCustomer Engagement
CUSTOMER ENGAGEMENTBUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS
2 dunnhumby.comCustomer Engagement
CUSTOMER ENGAGEMENT
The rise of social networking, mobile
technology and e-commerce gave brands
and retailers more places than ever to
connect with customers. Yet in an ironic
twist, it also made establishing those
connections more challenging: with endless
ways to search, order, pay, play, watch, talk
and share – and your competitors shouting
in every one of them – being heard became
hard. And driving action got even harder.
At dunnhumby, we proved the best way to
engage customers is through relevancy. It
makes sense, really: what better way to get
someone to do something than by giving
them something you already know they
want to do? While it may sound simple (and
oversimplified), it’s neither. Relevancy is
KEY to engagement — and it’s not easy.
We help our partners become relevant by
understanding their customers’ unique
wants, needs, behaviours and attitudes and
developing insight to deliver personalised
and valuable communications that
customers can’t find anywhere else. And it
works: our partners see 5x engagement
and 2x ROI*.
Why is our approach better? We obsess
about being relevant across the entire
shopping journey, spanning paid, earned
and owned media. In short, our products
and services engage customers wherever
they are, to deliver relevant offers and
content in the moments and channels that
matter most.
Our partners see
5x engagement and 2x ROI*
*Compared to the industry average, as recorded
in the DMA Response Rate Report 2015.
3 dunnhumby.comCustomer Engagement
THE DUNNHUMBY DIFFERENCE
At dunnhumby, we know the problems companies face — and we know
how to solve them. We’ve worked with the world’s top retailers and brands
for 20+ years, creating increasingly personalised communications and
delighting customers to drive loyalty and long-term growth in grocery,
apparel and pharmacy. What else sets us apart?
We know commercialisation
We find that customers win when retailers
and brands work together. That’s why we
developed a collaborative approach in which
brand partners create relevant content and
offers and pay to reach customers via
retailers’ media assets. Customers get the
relevancy they deserve, you generate
revenue, and you and your partners both
grow loyalty — everybody wins.
We know measurement
Creating personal connections with
customers generates measureable value
and growth — and we can prove it. From
the things customers value to the value they
create for you, we measure everything:
customer behaviour, engagement, spend,
preference, short- and long-term metrics
and more.
We know customers
Or, more accurately, we really know
customers. With the most complete view of
customer behaviours – spanning online and
off – and world-leading science to uncover
the insights within, we predict customers’
needs so you can better meet them.
We know relevancy
Leveraging customer insights, we determine
the types of offers and content customers
find interesting and valuable – and when
and how they prefer to receive them – to
build the best one-to-one multichannel
engagement strategy out there.
3.5 billion
personalised
offers
delivered
annually
6.5 billioncustomer
scores
updated
every week
40+ algorithms
at the heart
of our tools
91+%open rateon personalised
communications
20+%redemption rateon supplier coupons
.5-1%redemption rategenerated by product
recommendations
top
250manufacturers brands to customers
every day
We bring across
top
1500
4 dunnhumby.comCustomer Engagement
Shopper Marketing
Engagement at the point of purchase to
drive sales to featured products and
categories and, above all, help improve the
shopping experience.
In-aisle media
7 million avg. reach per campaign
7% avg. brand uplift
1.8% avg. category uplift
Coupon @ Till
15% of customers redeem at least
one offer
Increase store visits after receiving
2+ offers
We deliver industry-leading ROI, open and response rates, redemption and
engagement in-store, online, and on mobile and social. In other words: if
customers are there, so are we. Where can dunnhumby help you?
OWNED MEDIA
WHERE WE HELP
CRM
One-to-one communications that engage
customers across the lifecycle of loyalty,
both digitally and offline, to activate your
loyalty strategy customer by customer.
Loyal Customer Mailer
£190m total spend uplift
50% average participation rate
92% of customers find it useful
5 dunnhumby.comCustomer Engagement
OWNED MEDIA
WHERE WE HELP
Digital Marketing
Personalised recommendations, content
and advertising delivered to customers via
your owned digital media, such as your
website or mobile app.
Targeted banner ad
300k avg. reach per campaign
£39k avg. campaign revenue
49% repeat purchase
post-campaign
Personalised recommendations
£2.6m uplift from OOS
substitutions in online deliveries
37% avg. conversion online from
recommendations
6 dunnhumby.comCustomer Engagement
EARNED MEDIA
WHERE WE HELP
Advocacy Marketing
Campaigns that transform your customers
into brand advocates whose reviews and
recommendations drive insights, social
voice and sales.
Spotlight on…
BzzAgent Advocacy Suite
Our suite of advocacy solutions activates
consumers to generate conversations,
content, and reviews, online and in-person.
Powered by BzzAgent, the leading social
marketing company (we acquired them in
2011), our offering is a blend of social and
science you won’t find anywhere else —
with results you won’t find anywhere
else, either.
6-8% avg. sales lift per program
50% sustained sales lift
$1.50 avg. ROI (during campaign)
Programmatic Display Advertising
Personalised, relevant and real-time digital
advertising for desktop, mobile web and in-
app. Leverages your unique customer data
to extend your personalisation strategy into
paid channels.
Spotlight on…
Sociomantic
Our programmatic display advertising is
powered by Sociomantic, a global leader in
buying and managing digital media in real-
time, who dunnhumby acquired in 2014.
Applying a 360°view of each customer,
including the products they browse and buy
in-store and online, to our real-time bidding
capability, we identify the right customer, buy
the ad space and develop and deliver a
personalised digital message, all in a matter
of milliseconds and at mind-blowing scale.
Our campaigns show amazing results:
5-10% brand uplifts
3-7% category uplifts
5:1 ROI
PAID MEDIA
7 dunnhumby.comCustomer Engagement
Customers aren’t bound by channels. So our services aren’t either. Spanning
owned, earned and paid channels, each of our services can be applied to
your business discretely, or together as part of a broader and more connected
engagement strategy.
Strategy and Planning
With insight gained from a thorough
analysis of your customers’ behaviours,
attitudes and motivations as well as your
current engagement capability, we’ll work
with you to develop and plan engagement
strategies that meet your customer and
business objectives. Additionally, we can
help develop new propositions through
which you can reach and engage more
customers and optimise the ROI of current
investment.
Targeting
Leveraging your customers’ individual
preferences, wants and needs, we score
them based on propensity to react to select
the right customers for each campaign and
determine the offers and content we know
they’ll respond to.
Measurement
Great metrics are a lot like unicorns: we
all hope they’re real, but it’s hard to believe
without the proof. Our granular
measurement provides it, linking purchases
and responses – in-store and online – to
individual campaigns, so you know what’s
working (and what could work better
next time).
OUR SERVICES
Commercialisation
You need relevant content and offers to
keep customers engaged. Your suppliers
have content and offers they want to share.
See where this is going? We’ll help build a
commercial model to monetise your
insights and assets, allowing brand
partners to reach your customers via your
owned media. Improve your customer
experience and meet brand objectives, all
whilst keeping a laser focus on loyalty.
Activation
From booking to creative to fulfilment, we
manage the campaign delivery workflow
from end-to-end to reach customers across
owned, earned and paid media. Just share
your objectives and leave the rest to us.
8 dunnhumby.comCustomer Engagement
dunnhumby is the world’s leading customer
science company. We analyse data and
apply insights from nearly one billion
shoppers across the globe to create
personalised customer experiences in
digital, mobile, and retail environments.
Our strategic process, proprietary insights,
and multichannel customer engagement
capabilities build loyalty to drive competitive
advantage and sustained growth for our
clients. dunnhumby employs over 2,000
experts in offices throughout Europe, Asia,
Africa, and the Americas and works with a
prestigious group of companies including
Tesco, Monoprix, Raley’s, Macy's, Coca-
Cola, Procter & Gamble, and PepsiCo.
© dunnhumby 2015
GET IN TOUCH
Contact us at dunnhumby.com to
see how relevancy and a healthy
obsession with customers can boost
your engagement.