Customer Knowledge

Customer Knowledge

Customer Knowledge

Adopting a customer-first approach for happier loyal customers and continued growth.

 

What is it

An intensive programme of customer insight, analytics and detailed customer strategy development, to create and operationalise a customer-led cultural transformation. Suited for retailers who want to differentiate and revolutionise their customer strategy by putting the customer at the centre of day to day operations and making sure they know their customers better than anyone else.

 
Put customers
above products
and services
 
Create happier
and more loyal
customers
 
Promote a
customer-led organisational change
 
Deliver superior
growth gains for shareholders

What questions can it help you answer

I have more data than ever before, what can I do with it? How do I build propositions around my customer's needs?
 
How can I motivate our people to be more customer obsessed? What insight capabilities will really power our growth?
 
What should my customer success metrics be? What analysis will help us balance investment across business units?
 

Key elements

Customer Knowledge is a solution for organisational transformation, where businesses can innovate and grow via a deeper understanding of their customers.

 

Customer Knowledge Customer Strategy
Create and enrich your customer data Perform organisational health checks for customer-centric capabilities and data strategy
Assess your insight capability and identify gaps Embed customer promises and commitments into the company’s business processes
Optimise customer segments and customer attributes using omni-channel data sources Create and execute a differentiated customer plan prioritising investments where it matters most
Perform loyalty driver analysis to define key customer needs before, during and after the shopping experience Monitor, track and report on customer experience improvements and opportunities
Implement prescriptive analytics to identify and improve business performance  

What results can you expect

dunnhumby is helping leading retailers to stand out in an extremely competitive market, improve shareholder value and grow customer numbers and loyalty with a customer-first strategic approach.

The dunnhumby Customer Centricity Study says that customer-led businesses outperform their competition, with the top 25% achieving:

+3%growth in like-for-like sales
7% growth in market share
 
 
 
 
"We have completely changed the way we think about and speak to our different customer segments... we've really reaped the benefits of having this much deeper customer strategy."
 Non-Grocery client(North America)

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