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CUSTOMER ENGAGEMENTBUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS

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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.

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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

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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

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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

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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

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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.

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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.