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Retail Accounts and Programs
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account management |
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creative services |
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customer research |
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customer segmentation |
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data analytics |
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data processing |
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database management |
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fulfillment management |
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interactive services |
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print production |
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strategic consulting |
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predictive modeling |
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As A&P’s CRM agency, CCG develops, manages and executes A&P Canada’s integrated customer relationship management program. From strategic planning to customer segmentation and analysis to development of customer-centric communications, to execution and measurement, CCG helps A&P optimize its customer relationships and maximize customer value.
CCG helped The Bon Ton to better understand the interests, preferences, customer lifestyle and purchase behavior of its customers and to develop a best-in-class loyalty program to retain and grow the lifetime value of the customer. The Bon Ton’s program is designed to create aspirational momentum. The more a customer shops at The Bon Ton, the greater the recognition and reward. This program helped The Bon Ton focus its resources on customers that will have a significant impact on its bottom-line.
Our primary goal was to support The Great Indoors enterprise-wide 'customer-centric' commitment by helping them obtain a greater view and understanding of customer behavior. By better understanding customers value, purchase cycle and overall relationship, this put The Great Indoors in a stronger position to develop more targeted and relevant offers. Relevant, timely communications increase cross-department shopping and The Great Indoors share of wallet.
CCG helped Payless ShoeSource analyze customer data to better understand its distinct customer segments. This customer analysis included customer profiling with demographics and lifestyles, market basket analysis, and FSI promotional analysis. With these customer insights, Payless ShoeSource can enhance its relationship with its key customer segments: fashion driven customer segments that purchase shoes and accessories for themselves and for most that purchase for their children.
CCG profiled Pier 1 Imports customers to provide insight on customer, prospect and market populations by helping Pier 1 Imports understand purchase behavior as it relates to the customer’s demographic and lifestyle. This insight was used to make smarter decisions about advertising, merchandising, and direct mail targeting. In addition, CCG developed two predictive models to assist Pier 1 Imports in improving card penetration of the Pier 1 Imports credit card and to increase repeat purchases. These models helped Pier 1 Imports uncover the ultimate potential worth of each new customer and determine the optimal investment needed to increase customer value.
CCG conducted customer data analysis to help determine what Proflowers.com customers buy to provide insight into who they are and why they make certain purchases. Key merchandising insights were gained by examining which products tend to be purchased either together or across successive transactions and which are most amenable to promotion. The results of this analysis was used to create an integrated plan that managed the customer relationship from acquisition, first purchase repeat buyer to loyal customer.
CCG provided S&K with a customer database that includes transaction analysis capabilities to design, implement and measure campaigns that reflect the past purchases and preferences of individual customers. Initially, the company will work with CCG to develop more customized promotions for more than three million Premier members, a loyalty program that gives members a preview of the newest products, plus offer special promotions and rewards for club members. This customer database will enable S&K to individualize its customer communications for greater customer satisfaction, loyalty and lifetime value.
| The San Francisco Music Box |
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CCG developed gift cards branded to The San Francisco Music Box. The San Francisco Music Box launched their gift card program with a major marketing campaign, which included aggressive in-store promotions and attractive merchandise displays to increase impulse purchases during key gift purchasing times. The gift cards provided The San Francisco Music Box customers with a great gift idea and payment solution - in one. The gift card program was an important component of The San Francisco Music Box’s overall strategy and positioning as a company providing gifts for all occasions.
As Super Fresh’s CRM agency, CCG developed an integrated CRM plan to optimize Super Fresh’s customer relationships and maximize customer value. CCG is helping Super Fresh to leverage its customer data to gain a greater understanding of its customer purchase behavior. Using this insight, CCG is developing, executing and measuring results from the customer-centric communications. These integrated multi-channel communications are designed to increase revenue and Super Fresh’s share of wallet.
CCG managed Tommy Hilfiger’s multi-channel marketing database. The database was used to gain a holistic view of its customers and prospects. The database was designed to facilitate customer insight and the planning and execution of customized email and direct mail marketing campaigns. Tommy Hilfiger chose CCG because of its comprehensive modeling and analyses experience. CCG’s role was to assist Tommy Hilfiger in better understanding their customers, targeting more accurately, and making well-informed marketing decisions. CCG’s focus was on identifying customer “insights” and marketing opportunities that will produce a strong return on Tommy Hilfiger’s marketing investment.
CCG provided strategic support for the Club at Ulta program. The program is designed to recognize and reward loyal customers with exclusive privileges. Ulta is leading the way in customer-centric marketing in the retail space with The Club at Ulta by integrating all channels of customer communication, delivering an attractive value proposition to the customer and generating a strong financial return to the organization for both the short and long term.
Greg Sultan, SVP, National Marketing Manager
>|Denver office 800.525.0313 x122
>|Cincinnati office 513.624.0115
>|e-mail greg.sultan@customer.com
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