Case Study
Dunkin’ Donuts builds customer
loyalty and generates sales with the
DDPerks program

Project

Loyalty platform

Services

Strategic consulting

Platform build and integration

Program 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 program. 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 program.

The Results

More than 6 million customers have enrolled in DDPerks since the program’s inception in 2014. Average year-over-year spend for new program 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 program’s 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 program 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

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