Calcott Hall Farm Shop – Brentwood, Essex

We started working with Duncan to launch our reward card scheme in August 20. His advice and recommendations at this time directed us away from the pit-falls of setting up a scheme. His analysis and experience meant we started the scheme with a rewarding set of offers. He also helped us to set up solid systems to register customers and then manage that data in our databases. The result was that, on launch day, we had over 800 accounts signed up pre-launch.

The reward scheme is now integral to our business and customer offering. We are getting tangible benefits from having the scheme. Duncan’s regular reporting shows us how it positively impacts our customers. Our reward card customers now account for nearly 60% our revenue.

This growth has been delivered through the approach to the scheme Duncan has recommended. He has suggested innovative rewards. In some cases, these mechanics were things we hadn’t even considered. Some we didn’t know how to put onto our system. A good example of this would be the “Random act of Kindness” offer. We occasionally run this mechanic to drive footfall and is something we simply couldn’t do without Duncan’s help. We really feel that it adds to our customer experience.

The customer insights we get from partnering with Duncan are very thorough. They offer real insight into our customers and their habits. Having these reports delivered on a regular schedule saves me time. I no longer need to analyze sheets of raw data from our EPOS system. More than that, ad-hoc reports focus on specific insights. They proactively highlight potential areas for improvement. I have used the product tail reports many times to check the performance of the range. As a result, we are carrying less stock of products that are not selling.

In summary, since working with Duncan:

1/ The way we now use data in our business has changed

2/ His help with the offers has undoubtedly had a positive impact on revenue – bigger than we would have achieved on our own

3/ The experience and knowledge that Duncan shares with us has brought new approaches to our business. These are changes we wouldn’t have made without him. He is undoubtedly saving staff time. So, I believe he is a real asset to our business.

Dan Hunt

General Manager

Calcott Hall Farm Shop