Customer Engagement

Customer Engagement

Customer Engagement

Creating experiences that build lifetime loyalty

 

What is it

Customer Engagement connects and improves every interaction your Customers have with you. Our Customer-First strategies deliver highly personalised communications and experiences:

  • Loyalty strategies that predict and personalise rewards, recommendations and promotion
  • Lifecycle Marketing strategies that deliver highly relevant communications to retain and grow Customer value
  • Digital Experience strategies that remove friction and help build seamless Customer journeys
 
Deliver seamless & relevant Customer experiences
 
Identify & quantify the best opportunities to build loyalty
 
Drive improvements
in commercial performance
 

What questions can it help you answer

How can I deliver against marketing strategy to support sales growth, retain and grow Customer value?  
 
 
How can I create, evolve or optimise a Customer engagement strategy that meets Customer expectations and business needs?
 
How can we determine which Customers and channels to invest in to improve sales and ROI?  
 
 
 

Key elements

Powered by our advanced personalisation strategies and science, Customer Engagement solutions deliver highly personalised communications and experiences. Each one addresses different needs of our clients, and they can be combined in a ‘full-service’ Customer Engagement strategy – each supported by an innovative Consulting Toolkit.

 

Customer LoyaltyLifecycle MarketingDigital Customer Experience
Predicts and personalises rewards, recommendations and promotions that matter most to your Customers.Ensures highly relevant communications to help you acquire, retain and grow your Customers.Focuses on delivering experiences that Customers identify as essential in their relationship with a retailer or brand.
 
 

What results can you expect

Check out some of our client's main achievements:

  • North American retailer: Created a best-in-class loyalty programme, which delivered gold standard for 1:1 surprise & delight programme and 4% contribution to sales
  • European retailer: A personalised communication plan showed business opportunity worth 1.5% like-for-like sales
  • UK&I retailer: Targeted satisfaction drivers which identified 5 top optimisations to focus on to generate £16.5MM additional revenue
 

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