CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS

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1 CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS 1 Customer Engagement

2 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 Customer Engagement

3 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 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. 3.5 billion personalised offers delivered annually 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. 91+% 20+%.5-1% 6.5 billion customer scores updated every week open rate on personalised communications 40+ algorithms at the heart of our tools redemption rate on supplier coupons redemption rate generated by product recommendations 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 bring top 250 manufacturers across top 1500 brands to customers every day 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. 3 Customer Engagement

4 WHERE WE HELP 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 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 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 Till 15% of customers redeem at least one offer Increase store visits after receiving 2+ offers 4 Customer Engagement

5 WHERE WE HELP OWNED MEDIA 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 5 Customer Engagement

6 WHERE WE HELP EARNED MEDIA PAID MEDIA 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 inapp. 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 realtime, who dunnhumby acquired in 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 6 Customer Engagement

7 OUR SERVICES 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. 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. 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). 7 Customer Engagement

8 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. GET IN TOUCH Contact us at to see how relevancy and a healthy obsession with customers can boost your engagement. 8 Customer Engagement dunnhumby 2015