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Loyalty & Personalisation

Seize the opportunity of predictive AI and personalisation-driven loyalty

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Loyalty and personalisation services

Delivering personalised experiences customers love

Retailers launch loyalty programmes to enhance customer experiences, differentiate their brand and boost revenue. But to unlock their full potential they need to build a clear strategy, enabled by data integration and executed seamlessly across online and offline channels to deliver consistent and high-value customer experiences.

With dunnhumby’s AI and data science expertise, combined with end-to-end capabilities, retailers can deliver hyper-personalised, real-time, and context-aware engagements that delight customers. We also offer our hypercare managed services, taking ownership of the execution to guarantee excellence in deliverables throughout the entire customer journey.

Backed by more than 30 years of experience in building successful loyalty and personalisation programmes for global retailers, we help improve your customers’ experience leading to higher sales, improved margins, and increased wallet share throughout the customer lifecycle.

build Customer First strategies, Assortment, Promotions and Analyse Shopper Insights
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Surprise. Delight. Repeat.

What does it mean to deliver personalised loyalty at every stage of the customer lifecycle?

Multi-dimensional customer view with AI

Build a multi-dimensional view of each customer

Collate data from almost any source and use AI to deliver right-time, right-place engagements

End-to-end customer personalisation

End-to-end personalisation

Tailor experiences at every step, from thought to purchase to after-sales support

Customer loyalty and retention

Earn customer loyalty and retain existing customers

Develop automated, frictionless journeys that deepen the connection with all members

Real-time hyper-personalisation at scale

Hyper-personalise engagements in real time and at scale

Target offers and recommendations based on data science insights

Accelerate time to market with rapid results

Accelerate time to market

Start small and generate results fast and build confidence before scaling

Streamline processes with personalisation automation

Streamline processes

Consolidate your personalisation tools and liberate talent with automation

Boost sales and margins with data science

Grow sales and margins

Use data science and automation for programmes that boost member-generated revenue and margins

Our Propositions

Create experiences that deliver long-term loyalty and customer value

Loyalty strategies and initiatives are a key differentiator. Establish a robust understanding of your customers and their needs, attitudes and behaviours to drive better business decisions and increase loyalty with frictionless customer experiences.

Design of loyalty strategies to retain customers and change their shopping behaviour

Implementation and management of loyalty programmes combining advisory, science and loyalty engine platform

Measurement of loyalty driven results and continuous improvement recommendations

Provide dynamic, one-to-one recommendations for products, offers, and messages, ensuring a highly relevant experience at every stage of the shopping journey, whether customers are shopping online or in-store.

Personalisation strategy designed to map cross-channel behaviour, ensuring high relevancy throughout the path to purchase

Execution of real-time personalisation, both online and offline, providing customers tailored offers and recommendations at exactly the right time

Continuous performance measurement and strategy refinement, ensuring continuous optimisation of the customer experience

Drive continuous value and loyalty from your best customers at every stage of their lifecycle, with a science-led customer journey plan. Successful brands build long-term customer relationships by delivering the right message, at the right time, through the right channel.

Customer journey communications plan design, tailored to your customers' needs and behaviours, ensuring relevant communications at every stage of their lifecycle

Management and execution of trigger-based campaigns using science-led marketing automation to deliver timely, impactful communications that drive customer engagement

Real-time dashboards to measure campaign performance, assess long-term behaviour changes, and identify opportunities to retain and grow your most loyal customers

AI in customer loyalty
loyalty and personalisation in action

With dunnhumby, CRAI transformed personalisation and achieved:

  • 40% growth in average incremental sales during CRM campaign
  • 1% growth in like-for-like sales during CRM campaigns
Read the full case study
Loyalty powered by personalisation drives growth

Discover the profit opportunity for retailers who invest in loyalty and personalisation

Greater share of wallet

Contribution in direct sales through member-generated revenue

Higher profits

INSIGHTS

The latest insights from our experts around the world

Blog: How do retailers integrate one loyalty programme into another?
How do retailers integrate one loyalty programme into another?
Blog
By Debora Franchim,
AI-powered, personalised loyalty: the next frontier in the pursuit of customer relevance
AI-powered, personalised loyalty: the next frontier in the pursuit of customer relevance
Blog
By Ben Snowman, Amrit Kumar, Sophie Duffell, Debora Franchim,
dunnhumby Spotlight Webinar: How retailers are using private brands to grow customer loyalty
Webinar On-Demand | dunnhumby Spotlight Webinar: How retailers are using private brands to grow customer loyalty
Webinars
View all resources
Retail Data Analytics: Assortment, Improve inflation strategies, Customer Experience, Category management, Shopper insights
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Find out what loyalty and personalisation could do for you.

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