https://vimeo.com/470757130/b937a6b921
Find out how COVID-19 has accelerated the shift to grocery ecommerce, and explore the successful strategies to follow.
2020 has seen an acceleration of grocery e-commerce with globally 29% of shoppers saying they are using pick up or delivery weekly for their grocery of eat at home consumption.
<p>Whilst there was an initial surge in demand at the height of the Covid-19 crisis that was hard to meet, there has been a significant increase in capacity across retailers in recent months. Consumers have also started to adopt the channel more with 59% saying they will continue to stick with online pick up and delivery, alongside going to store.</p><p>In this session we explore successful strategies for meeting these new consumer needs. This will look at ways to capture this new growth channel, and grow customer adoption as well as ensuring a seamless omni-channel experience and a scalable, more profitable operation.</p><p>The 45-minute session will be by a live Q&A with the presenters.</p><p><strong>When: Wednesday 4 November 2020, 16:00 GMT</strong></p><p><strong>Presenters:</strong></p><ul class="ee-ul"><li><strong>David Clements</strong>, Global Head of Retail, dunnhumby</li><li><strong>Tom Langley</strong>, Head of Media Propositions, dunnhumby</li><li><strong>Jemma Haley</strong>, Global Media Consulting Manager, dunnhumby</li></ul>
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https://www.youtube.com/watch?v=2DDcVHb-IUE
Retail success takes many forms in today's dynamic marketplace. From large legacy retailers to disruptive start-ups and all manner of competitors in between, the paths to retail success involves common principals around which there is a wide variation of understanding and execution.
To bring clarity to the issue of what makes a winner, dunnhumby, the global customer data science firm, conducted a massive survey of more than 7,000 U.S. shoppers for the second annual Retailer Preference Index (RPI), the first study of its kind in the industry. In what's quickly become known as retailing's equivalent of research firm Gartner's often-cited Magic Quadrant, dunnhumby's RPI is a ranking of more than 50 large food and consumable retailers based on a combination of shopper sentiment and financial performance.
<p>Join Retail Leader and dunnhumby's Grant Steadman, SVP of Client Services, and Erich Kahner, Associate Director of Strategy, for a deep dive into the RPI, the levers for success, and an unvarnished look at why some retailers win and others don't.</p><p><strong>Topics discussed include:</strong></p><ul class="ee-ul"><li><strong>The 7 drivers of consumer preference and what's changed.</strong></li><li><strong>Understanding the RPI methodology.</strong></li><li><strong>How retail winners make emotional connections.</strong></li><li><strong>The new rules of value perception, key drivers and amplifiers.</strong></li><li><strong>The three things RPI laggards must do to improve their appeal to shoppers.</strong></li></ul><p>For a look at the retailer rankings and to understand how your business can benefit from implementing the RPI success framework, watch our webinar which took place on <strong>Thursday, September 5, 2019.</strong></p><p><strong><br/></strong></p>
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https://vimeo.com/359130840/d472dcf259
Post-Covid-19 impact: Customer-First collaboration between Retailers and CPGs in a new reality
September 04 2020
The events of the past six months have had huge repercussions for grocery retail.
But despite reporting record revenues, many retailers are struggling to convert sales into profits. With higher running costs, changes in Customer behaviour, stock shortages, social distancing, and growing price sensitivity, there is little doubt that this will continue for some time to come.
<p>There's never been more value in being able to track how Customers are influenced by the changes going on around them and respond to future trends before they even materialise. Doing this effectively, however, requires Retailers and CPGs to come together, pool their insights, and work out how best to meet those future Customer needs.</p><p>In this webinar, we'll explore how to overcome the barriers that are holding many Retailers and CPGs back, what needs to change, and how both parties can benefit from Customer-First Insight Activation.</p><p>Join experts from dunnhumby as we:</p><ul class="ee-ul"><li>Explore how to launch a new data and media insight activation during these uncertain times</li><li>Learn how companies around the world have recently done so successfully</li><li>Demonstrate how it can be done effectively while teams work remotely</li><li>Show the importance of design consultancy ahead of execution</li></ul>
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Webinar On-demand | Customer First Price & Promotions and COVID-19: Life After the Curve
July 31 2020
The "new normal" isn't really normal at all. Life amid COVID-19 has forced U.S. consumers to adopt new behaviors, dramatically impacting how they shop, work and go about their daily lives. Trips to the grocery store are now once weekly trips to buy essentials and stock the pantry for home cooking. And, vulnerable consumers now rely on online ordering and delivery services they were once reluctant to try.
On average, it takes 66 days for new behaviors to become automatic. The majority of U.S. consumers will cross that milestone under pandemic restrictions very soon. Retailers should prepare now to successfully serve their customers after the "COVID curve."
<p>Join dunnhumby's Ted Eichten, Head of Price & Promotion for North America, and John O'Reilly, Head of Customer Development for North America, as they discuss:</p><ul class="ee-ul"><li>Pricing strategies you can implement now to prepare for possible grocery price volatility and increased customer price sensitivity</li><li>Best practices to ensure promotions and trade funds deliver optimal results, based on customer preferences</li><li>The importance of capturing margin with the least impact to Customers as spending begins to normalize</li></ul>
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https://vimeo.com/447204406/6ef484f64f
Webinar On-demand | Customer First Category Management and COVID-19: Life After the Curve
July 10 2020
The "new normal" isn't really normal at all. Life amid COVID-19 has forced U.S. consumers to adopt new behaviors, dramatically impacting how they shop, work and go about their daily lives. Trips to the grocery store are now once weekly trips to buy essentials and stock the pantry for home cooking. And, vulnerable consumers now rely on online ordering and delivery services they were once reluctant to try.
On average, it takes 66 days for new behaviors to become automatic. The majority of U.S. consumers will cross that milestone under pandemic restrictions very soon. Retailers should prepare now to successfully serve their customers after the "COVID curve."
<p>Join dunnhumby's Daryl Wehmeyer, Head of Category Management for North America, and John O'Reilly, Head of Customer Development for North America, as they discuss:</p><ul class="ee-ul"><li>dunnhumby's model of the current and future phases of the Coronavirus pandemic and implications for category management</li><li>Customers' attitudes about shopping during COVID-19</li><li>How Retailers should manage their assortments during and after the Covid recovery to prepare themselves for the new normal</li></ul>
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https://vimeo.com/438338536/1bccdd0fde
Webinar On-demand | Untangling the Spaghetti Bowl: A Customer First Approach to Retail Media amid COVID
June 19 2020
The emergence of new channels and the rise of digital has raised the bar for what is now table stakes for customer experience in retail. It is also increasing the capability gap among retailers of all sizes, while also driving a glut of channel providers to help retailers play catch-up.
While the providers have accelerated some retailers' capabilities, this has come at the expense of customer engagement as solutions are often built and operated in silos. The result: a "spaghetti bowl" of legacy media partners that are difficult to unravel and a fragmented customer experience that is disconnected from data and insights and the initial intent of the partnerships – providing customers a more relevant experience and continuing to meet their needs as they evolve.
<p>Today, COVID-19 has forced consumers in the U.S. and around the world to quickly adopt new behaviors which are dramatically impacting how they shop and go about their daily lives. With a rich and growing trove of data and online reaching its tipping point, retailers have a small window of opportunity to reassess how to effectively use their media channels – in-store, online and direct-to-consumer – to drive loyalty and sustainable growth, or risk losing out.</p><p>Join guest speaker Sucharita Kodali, VP and Principal Analyst of Forrester Research and John O'Reilly, SVP of Customer Development for dunnhumby, as they discuss:</p><ul class="ee-ul"><li>The role of and current state of retail media networks</li><li>The dunnhumby COVID Customer Response model and the impact of COVID-19 on consumer shopping behavior and retail media </li><li>Strategies and best practices to deliver a more valuable customer experience with retail media through the phases of COVID-19 and beyond</li></ul>
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https://vimeo.com/430451819/7d7597165e
The "new normal" isn't really normal at all. Life amid COVID-19 has forced U.S. consumers to adopt new behaviors, dramatically impacting how they shop, work and go about their daily lives. Trips to the grocery store are now once weekly trips to buy essentials and stock the pantry for home cooking. And, vulnerable consumers now rely on online ordering and delivery services they were once reluctant to try.
On average, it takes 66 days for new behaviors to become automatic. The majority of U.S. consumers will cross that milestone under pandemic restrictions very soon. Retailers should prepare now to successfully serve their customers after the "COVID curve."
<p>Join dunnhumby's Emily Turner, Head of Customer Engagement for North America, and John O'Reilly, Head of Customer Development for North America, as they discuss: </p><ul class="ee-ul"><li>The future of loyalty and reward programs and what retailers should do now to better align with the emotional and functional needs of customers after the curve</li><li>Communications strategies and tactics that are improving the digital customer experience</li><li>The best practices likely to continue to drive and grow customer engagement post COVID-19</li></ul>
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https://vimeo.com/427518068/986eaea3ac
FOR RETAILERS
Smarter operations and sustainable growth, powered by Customer Data Science.
FOR BRANDS
Better understand and activate your Shoppers to grow sales.
Photo by Jonathan Velasquez on Unsplash
In the first episode of Customer First Radio, Dave Clements, Global Head of Retail for dunnhumby and David Ciancio, Global Head of Grocery for dunnhumby kick off the series by discussing what it means to be a truly Customer First business, share which retailers and brands today embody a Customer First mindset, and examine how Customer First materialized during the pandemic with retailers.
Customer First Radio Episode 2 | Erich Kahner, Associate Director of Customer Strategy at dunnhumby
January 11 2021
black and silver headphones on black and silver microphone
Photo by Will Francis on Unsplash
The 2021 Retailer Preference Index: Who's winning and why. David Ciancio, Global Head of Grocery discusses the 2021 U.S Retailer Preference Index (RPI): Grocery Edition with the lead author of the RPI, Erich Kahner. They unveil key insights and discuss who is winning and who is best positioned for the future.
Prophets of Aisle Six, Episode 2: Heinen’s Fine Foods
January 03 2021
dunnhumby’s Prophets of Aisle Six, Episode 2: Heinen's Fine Foods
The Prophets of Aisle Six is the first online reality series focusing on innovation in the food retail industry. In this episode, Jose Gomes, dunnhumby's North America Managing Director, travels to the downtown Cleveland store of Heinen's Fine Foods. Jose meets with Tom and Jeff Heinen, co-owners and brothers, and learns how they are evolving their grandfather's mission of delivering excellent customer service. With 23 stores in Northeast Ohio and the greater Chicago area, and a 90-year legacy, Heinen's is proving that being a small retailer can be an advantage when it comes to data.
In this series, dunnhumby tours the globe and speaks with some of the world's greatest brands, exploring their biggest challenges and how they are using customer data science to meet those challenges.
In my last post, I posed five questions to retailers to help them determine whether they're ready for a customer-first mindset. Now, I'd like to challenge the retail basics that seasoned retailers were trained on, and suggest instead a new customer data science approach.
"Retail is detail" is common industry wisdom, and it means that achieving success is subtle and difficult. Success in any field demands practice and experience, and so it is little wonder that many senior retail and brand leaders and managers have vast years of involvement, and that most have grown up through the business in progressive steps.
<p>Accordingly, business decisions are heavily based on experience, and more often on personal memory of choices and executions and how a thing has traditionally been done. As Chris Foltz, director of operations at Heinen's Fine Foods, told me, "Our industry, and our company, was very opinion-based, albeit expert opinions. We realized early on that we needed data on customer needs, customer satisfaction and customer buying behavior to improve our decision-making. As we adopted this metric-driven approach, I believe we prioritized our investments and effort to deliver a better customer experience."</p><p>These are a just few of the things that most retailers absolutely know for sure:</p><ul class="ee-ul"><li>We must acquire new customers in order to grow our business.</li><li>Price-sensitive and "cherry picker" customers are not profitable. The competition is welcome to them.</li><li>Customers are different in every region of the country. There are also differences between urban and suburban shoppers.</li><li>Loyal customers are already giving retailers most of their spend in the categories offered.</li><li>Weekly flyers and promotions always drive footfall and sales.</li><li>After all these many years in the business, we know what customers want.</li></ul>
Why What We Know About Customers Just Ain’t So
<p>The old axioms are no longer factual because customers themselves have dramatically changed, in their needs, expectations and experiences. Separating fact from fiction—and business truths from myths—will change how the business sees itself and how it will make decisions. The following are some of the new truths of retailing in the 21st century:</p><ul><li>Expanding share of wallet from customers who are already "loyal" can better optimize growth.</li><li>Loyal customers need more love and investment than new customers.</li><li>Retaining loyal customers and reducing churn among "opportunity" customers can drive more growth than acquiring new customers.</li><li>Price-sensitive customers are often more profitable than other segments because their basket mix includes more private label products or higher-margin portion sizes.</li><li>Behavioral "buy-o-graphics" and intended trip missions matter much more than demographics or geographics.</li><li>Customer segments are typically distributed variably within geographic regions or zones, but all customer types exist in all stores.</li><li>Store clusters built upon customer dimensions are more useful to operations and execution than store groupings based on geographic zones or volumetrics.</li></ul>What We Know for Sure Can Fit on a Post-It Note
<p>Agility in retail can only be maintained by understanding customers and using data in all available quantitative and qualitative forms. Here's a personal story to illustrate:</p><p>A perception-based research tool measured one retailer's progress against factors that customers themselves had said are most important to them. Before the first customer perception report was published, I set out to learn how the customer ranking compared to the rankings that the senior decision-makers would assign.</p><p>The regular weekly senior team meeting brought together many of the wisest and most seasoned leaders in the business. After briefly introducing the research methodology, I asked the team to list what factors they thought customers would list as important, and in what order they thought customers would place them.</p><p>Not surprisingly, each merchant tended to rank factors in their department higher on the list than those for other parts of the store. Although little agreement was reached, a compromise ranking was eventually defined.</p><p>Comparing our list to the customers' list revealed spectacular differences; leaders had listed most of the same elements as did customers, but in completely the wrong order. That day, the team experienced a true epiphany—they realized that "we didn't know what we didn't know."</p><p>The lessons learned were:</p><ul><li>Humility gained in discovering that "we don't know what we don't know" empowers the customer-first journey.</li><li>To become more relevant to customers, we must become fact-based deciders and activators.</li><li>Using customer data well creates true consensus and inclusive action.</li></ul>In summary, “In God We Trust” ... all others must bring data.
<img lazy-loadable="true" data-runner-src="https://assets.rebelmouse.io/eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpbWFnZSI6Imh0dHBzOi8vYXNzZXRzLnJibC5tcy8yNDYyMjA4MS9vcmlnaW4uanBnIiwiZXhwaXJlc19hdCI6MTYyMzA2MzY0MX0.IONHl7U4GvV1SELtCU05-gSd24MuhErJw9fkohPlDJU/img.jpg?width=980" id="0a481" class="rm-shortcode" data-rm-shortcode-id="acf695ac2df738141d48aee28b7b9861" data-rm-shortcode-name="rebelmouse-image" data-width="600" data-height="988" /><p><em>David Ciancio is global customer strategist for Dunnhumby, a pioneer in customer data science, serving the world's most customer-centric brands in a number of industries, including retail. David has 48 years' experience in retail, 25 of which were in store management. He can be reached at david.ciancio@dunnhumby.com</em></p>
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