customer loyalty

FOR RETAILERS

Smarter operations and sustainable growth, powered by Customer Data Science.

FOR BRANDS

Better understand and activate your Shoppers to grow sales.

Retail leaders must objectively understand how their business currently considers Customers before trying to set a more Customer-centric direction and focus. There are some formal assessment methodologies, like dunnhumby's Retail Preference Index (RPI) and Customer Centricity Assessment (CCA), which offer detailed evaluations of a business' capabilities, strengths and weaknesses based on Customer perceptions (RPI) or global best practices (CCA).

The approach outlined below is not intended to replace these formal tools; rather, these observations are intended as a kind of 'toe in the water' to help retail leaders form early hypotheses and points of views. These are rules of thumb, heuristics culled from global experience. Later, leaders might use these observations to informally check progress from time to time as a way of assessing whether the "program in the stores matches the program in our heads".

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Using shopper data to develop insights that drive better decisions is an approach many modern retailers follow, but how many manufacturers are really reaping the rewards that granular shopper data can provide…

With many sources of market data available and product sales data, manufacturers may feel that they have sufficient insight to understand which of their brands are performing well and which may need intervention. But to get a true understanding of who is buying your products - why, how and when - a far more granular level of data is required.

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