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A customer-led revolution
A sea change in shopping habits is making it ever more important for the retail industry to truly understand its customers
Influenced by technology, economics and high fuel prices, there has been a dramatic change in the way people shop. In this customer led revolution, the retail industry is being forced to adapt to customer demands and changes in shopping behaviour. With typically small margins, there is little room for error so it is crucial for each business to fully understand its customers and have a clear picture of what the shoppers want and where they want it.
As a consumer insight specialist, emnos too has adapted, grown and extended its scope to meet its own customer demands. It not only has a new look and new www.emnos.com but also an increasingly comprehensive portfolio of solutions to help retailers and suppliers find out what customers want; create the right shopping experiences; and drive sales growth. emnos services and solutions enable clients to realise an average 4-6%+ revenue increase on turnover and over 2% margin growth.
On a mission
emnos is on a mission to help retailers and suppliers succeed by better serving the consumer. The company’s approach is tailored to individual requirements using a combination of strategic planning, best-in-class retail analytics and proprietary software technology to enable clients to make more informed commercial decisions using shopper behaviour insights.
“Only when we understand our customers and their individual needs, can we create inspiring shopping experiences for all of them. To keep us a step ahead in our marketing, we use emnos software,” commented Marc Neurath, Head of CRM, GALERIA Kaufhof.
A unique combination
The emnos solution begins with strategic planning which includes assessing the client’s current approach, capabilities and performance in building customer loyalty. Once the emnos team fully understands the business challenges and goals, a customer centric vision, business case and roadmap for success are developed.
“Having decided to opt for an externally built solution and following an extensive selection process, we chose to continue with emnos as our partner to deliver the rollout and help build the operational Single View of our customers,” explained Ian Ayling, Customer Change Director, the Co-operative Group UK. “Since then, the appetite for insight has grown significantly across the Group and the data generated is being used to create strategy at both group and individual business level.”
In-depth analysis of customer data then reveals everything the clients need to know about their shoppers - what they love, why and how they buy, what influences their shopping behaviour and what earns their loyalty. These insights are critical to improving the customer experience in a way which will drive brand and category growth. emnos has optimised over 800 categories for six of the world’s biggest retailers and, in 2013 alone, helped retailers, vendor partners and consumer goods manufacturers to issue 110 million product coupons.
The Power to turn customer data into business growth
The emnos Insight Portal provides a suite of software modules designed to support carefully planned and structured client projects and help deliver competitive advantage in both category management and media optimisation.
Everyone in the client organisation can quickly and easily analyse the behaviour of customers via a completely secure web-based operating platform - and use the information to make the right decisions on a daily basis. Globally, 2,500 brand executives use emnos software to provide on-going support for over 100 CPG brands.
Around the world, the emnos Insight Portal provides retailers and consumer goods manufacturers with automated analysis on the detailed shopping of 600 million loyalty cards and 4.2 million products in 14,000 stores.
Now in its eleventh year, emnos continues to develop and evolve to meet the demands of a changing industry – that is why it is the company of choice for some of the world’s top retailers and their suppliers.
To find out more about how the distinctive emnos approach can help you understand precisely how your customers shop and turn that data into tangible business growth, please contact us.