Dunkin’ Donuts builds customer loyalty and generates sales with the DDPerks programme
Project
Loyalty platform
Services
Strategic consulting
Platform build and integration
Programme support
Industry
Retail
THE STORY
In a highly competitive market, Dunkin’ Donuts wanted to further differentiate their loyal customer experience. In 2013, the company engaged Epsilon to create a comprehensive loyalty programme. They needed real-time POS integration, assimilation with their successful mobile app (20MM+ downloads) and the flexibility to support creative offers and incentives.
THE SOLUTION
Epsilon delivered an omnichannel loyalty platform that allows Dunkin’ Donuts to regularly surprise and delight customers with membership perks. And we continue to provide support for the DDPerks programme.
The Results
More than 6 million customers have enrolled in DDPerks since the programmes inception in 2014. Average year-over-year spend for new programme members has increased 40%. And member discounts are driving both increased visits and higher average weekly sales.
With mobile devices accounting for nearly 50% of enrollments, the programmes frequent digital messages and email campaigns are playing a key role in helping Dunkin’ Donuts stay connected to customers and nurture loyalty.
40%
increased spending New DDPerks programme members increased their year-over-year spend by 40%.
“We were impressed with Epsilon’s leadership in the loyalty space, its abundance of complex and relevant retail industry experience, real-time capabilities and excellent ratings by third-party reviewers.
— Scott Hudler,VP, Global Consumer Engagement, Dunkin’ Brands
