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Customer First

Amplify Customer understanding to create Customer First strategies that drive results

WHAT IS CUSTOMER FIRST?

A sustainable growth ethos proven to generate Customer satisfaction and profits

Can you confidently say that your retail strategies are truly Customer-centric? Achieving this has historically been difficult – but when every business decision is made with Customer data in mind, the results speak for themselves. That’s why dunnhumby is powered by our Customer First philosophy, in which every move you make optimises Customer satisfaction.

First, we combine our tried-and tested process, Data Science, best-in-class technology, and expert consultants to build you a Customer Strategy. Then, we help you roll out a Customer First philosophy at every level, creating powerful outcomes that can be measured and charted accurately for continual improvement.

Our Approach

The dunnhumby Customer First approach consists of three steps:

Understand your Customer

Understand your Customer

Gain a 360-degree view of your Customer – and the role your products and services play in their lives – to establish how you can improve their experiences

Consider the Customer Journey

Consider the Customer Journey

Discover what Customers value most, and how influencers like price, promotions, range, layout, marketing, service and brand impact their decision making and expectations

Build a plan for success

Build a plan for success

Build strategies that fulfil your Customers’ changing needs and desires, creating the perception that each Customer’s experience has been designed exclusively for them

Amplify Customer understanding to create strategies that drive results

Customer First Values and Culture

Becoming a truly Customer First organisation is a broad cultural change. Since your Customer data is your most precious resource, we ensure that data is processed with respect and give you the tools to recognise and respond to the individuality of every Customer. We also help you bring everybody on the Customer First journey. From CEOs to store leaders, contact agents to distribution centre staff, we give everyone a clear view of who your Customer is and how their job positively impacts Customer outcomes. This empowers every employee to take the initiative and execute on opportunities to improve the Customer experience.

Customer First Science and Processes

When you’re working with huge volumes of Customers, understanding every individual seems like an impossible goal. But with our Customer Data Science, you can quickly deliver personalised, relevant services at scale – even down to a segment size of one. Along with providing our Data Science expertise, we’ll work with you every step of the way to narrow the gap between your organisation and your Customer, building a culture of experimentation and continuous improvement that delights Customers and generates impressive results.

Customer Data Science, can quickly deliver personalised, relevant services
create customer first strategies that drive results

Customer Strategy

The bedrock of a Customer First business is having a Customer Strategy aligned with what your Customers want and need. We have a well-honed process to help you achieve this. First, we generate a deep, company-wide understanding of the strengths, weaknesses and opportunities of your business, considering your competitive landscape. Then, we help you build coordinated actions focused on your most critical needs, ensuring you can move further faster and maximise buy-in throughout your business to optimise strategy development. With this in place, the path to Customer First is clear – and exceptional outcomes are in your grasp.

Customer Stories

CRAI - growth in average incremental sales during CRM campaigns

CRAI

Find out how understanding customers through data insights and personalised communications saw a 1% growth in like-for-like sales.

Retailers
Raia Drogasil

Raia Drogasil

How informed customer-centric decision making helped to deliver 4.3% sales uplift in 21 weeks.

Retailers
INSIGHTS

The latest insights from
our experts around the world

Embracing AI Series: Part 1. How can customer-centric retailers become AI-ready?
How can customer-centric retailers become AI-ready?
Blog
By Sandra Stanley,
Grocery retail trends Canada
First annual Retailer Preference Index (RPI) for Canada
Reports
By Erich Kahner,
Getting ready for 2025: what our latest Consumer Pulse tells us about the 12 months to come
Blog
By Siro Descrovi,
View all resources
Retail Data Analytics: Assortment, Improve Customer Experience, Category management & Growth, Shopper insights
Bring Customer First to life at your business

A Customer First approach begins with a robust Customer Strategy – contact dunnhumby today to set your plans in motion

Contact us