dunnhumby: Loyalty Programs Still Encouraging Customers into Stores

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.

Metadata
Provider: 
Business Wire, Inc.Business Wire, Inc.
Retrieved on: 
Thursday, May 23, 2019
Information
Tags: 
Technology, Online Retail, Data management, Internet, Mobile, Wireless, Retail, Communications, Fashion, Marketing, Food, Beverage, Supermarket, Retailers, Retailing, Marketing, John Lewis Partnership, Merchandising, Convenience stores, Supermarkets, E-commerce, Waitrose & Partners, Ocado, Tesco, Retail
Geotags: 
United Kingdom, Europe
⚠ generated by AI ↴
Organisation: 
DUNNHUMBY
Summary
Key Points: 
  • 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.
  • 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.
  • Respondents rated shopping with a retailer that offers a loyalty scheme as being more important than feeling loyal towards a retailer.
  • Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers.


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 -

About dunnhumby

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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