This folder introduces customer insight expert emnos, an international consultancy which helps retailers and consumer businesses across the world make better commercial decisions. emnos offers a unique combination of data analytics, consulting, solutions and services that enable its clients to effectively use, and benefit from, customer insight. With this, clients are able to optimise communications, pricing, promotions, ranging and store layout and make marketing communication relevant and integrated across multiple channels. More information: www.emnos.com

1. Shopping behavior Ret
est Customer-centric
Understand Relevant
Win POWERING Answer
Products RETAILER Pre
Business questions Pr
Price Optimize Market
Loyal PROSPERITY People
Marketing levers Sal
Place Customer Insigh
Profitable decisions W
emnos: HELPING YOU TO MAKE MORE PROFITABLE DECISIONS

2. In search
of profitable growth
Are you relevant or redundant?
Today’s customers have access to more information
and choice than ever before. They are also more
able to exercise that choice quickly and easily through
multiple channels. Faced with these challenges,
there is only one way for retailers to win, and that
is to strive for greater customer relevance.
Your ability to attract, retain, service and grow
customer revenue can only be sustained through
a customer aligned response from across the
business. Products, pricing, promotions, channels,
store layouts, communications as well as after sales
service need to be tailored to your customers’
needs and preferences.
“Our approach to applied
The new oil – customer aligned decisions
customer knowledge This drive for customer relevance begins with an
reduces the reliance ability to make the right decisions. While intuition
has an important role, chances of success are
on guesswork and gives significantly higher when these choices are based
decision-makers the power on facts, accurate analysis and customer knowledge.
to make the most profitable Cracking the customer code
choices for their business, Aligning your offer to the needs of customers
requires both an understanding of what they want
at every level.” and an ability to translate this insight into company-
wide action. This is achieved through harvesting
Patrick Rohrbasser, CEO and interpreting data from multiple channels as well
as employing tools to enable the whole business to
benefit from this deeper knowledge.
Shaping the business for sustainable growth
To achieve sustainable competitive advantage
might also require some fundamental changes in
your organization. This ultimately calls for a holistic
approach to ensure the entire organization is working
together and that all the elements are in place to
enable you to make the most profitable choices for
your business – every time, all the time.

3. The route
to greater relevance
Turning insight into action More profitable decisions
To build trust and loyalty in today’s complex Our clients have been able to significantly improve
world you need to be able to understand their performance by using customer knowledge
the changing needs, behaviors and preferences to inform decisions in key business areas.
of your customers and be able to act on this
insight. We help you to use your data to create
relevance for each and every consumer through Some typical results of emnos projects
multi-channel communications, store layout,
assort­ ent and merchandising.
m
Optimizing product ranges
We help you to: based on customer needs
– Decode what millions of transactions and 12% sales growth
interactions reveal about your customers
Aligning store layouts to needs
– Distil customer understanding into strategic of core customer segments
recommendations for growing and shaping ­
your business over the long term
6% sales growth
Developing pricing strategies that
– Deploy this knowledge to underpin every
account for customers’ price sensitivities
judgment and inform every negotiation
and decision throughout the organization 2% sales uplift, 1% margin increase
– Align your people, processes and technology Optimizing promotions in terms of impact,
to ensure that the whole business benefits perception and financial performance
from consistent, fact-based decisions
10% sales uplift
We work with you to put into place all the necessary in a particular product range
skills, processes, tools and organizational structure
you need to sustain your own capability and enable Adjusting direct marketing activities
you to remain customer relevant for the long term. to customers’ needs and expectations
200% increase of
redemption rate

4. we empower BETTER
COMMERCIAL DECISIONS
emnos helps retailers and consumer businesses across the world to grow faster
and more profitably by making better commercial decisions. We do this by turning
customer insight into an effective tool for increasing revenues and reducing costs.
Our unique combination of specialist consultancy, products and support services
enables companies to make consistent, fact-based decisions that are tuned to the
needs of customers.
emnos is part of Loyalty Partner, a subsidiary of American Express, and operates
offices in Munich, Chicago, London, Paris and Madrid.
Our clients include leading international retailers and consumer goods companies
such as Carrefour, Target, Metro Group, Waitrose, Morrisons, Nestlé,
Procter & Gamble, Unilever and Coca-Cola.
For more information please visit www.emnos.com
Headquarters: Other offices:
emnos GmbH London Madrid
Theresienhöhe 12 Tel +44 208 614 7700 Tel +34 91 510 74 90
80339 Munich
Germany Paris Chicago
Tel +49 89 205073 6 Tel +33 1 730202 00 Tel +1 312 880 1336