dunnhumby: Loyalty Programs Still Encouraging Customers into Stores
LONDON--(BUSINESS WIRE)--May 23, 2019--
World-leading customer data science company dunnhumby and Retail Week have partnered on an exclusive study to better understand what customers want from a food shopping experience.
As part of the study - ’Grocery CX: Driving loyalty in a disloyal market ’- 2,000 UK consumers were asked about their in-store and online retail grocery experiences. As a result, we can identify their top criteria for satisfaction, how each major retailer is measuring up against these and key actions retailers must take if they are to improve their customer experience both online and offline.
Selection of key findings:
- Customers reported feeling ‘most loyal to’ Ocado and Tesco for the online shopping experience they provide, while M&S and Waitrose generated the strongest feelings of loyalty in store.
- The survey indicated distinctions between emotional and behavioural loyalty. Respondents rated ‘shopping with a retailer that offers a loyalty scheme’ as being more important than ‘feeling loyal’ towards a retailer. Two-thirds of respondents with a Tesco Clubcard claimed they would be more likely to shop in store with Tesco.
“The findings highlight the importance of getting the basics right: Customers expect freshness, a good range of products and value for money as standard. A strong online offering is also critical, as Customers increasingly shop both in store and online and expect a convenient, personalised experience across all touchpoints, ” Guillaume Bacuvier, CEO dunnhumby.
- ENDS -
dunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First.
Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail – one of the world’s most competitive markets, with a deluge of multi-dimensional data – dunnhumby today enables businesses all over the world, across industries, to be Customer First. The dunnhumby Customer Data Science Platform is our unique mix of technology, software and consulting, enabling businesses to increase revenue and profits by delivering exceptional experiences for their Customers – in-store, offline and online. dunnhumby employs over 2,000 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Meijer, Procter & Gamble, L’Oréal. www.dunnhumby.com
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CONTACT: Stephanie Lawless
KEYWORD: UNITED KINGDOM EUROPE
INDUSTRY KEYWORD: TECHNOLOGY ONLINE RETAIL DATA MANAGEMENT INTERNET MOBILE/WIRELESS RETAIL COMMUNICATIONS FASHION MARKETING FOOD/BEVERAGE SUPERMARKET
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PUB: 05/23/2019 04:31 AM/DISC: 05/23/2019 04:31 AM