RAPP Wins B&Q’s Loyalty and CRM Accounts in Major Strategic Partnership

RAPP, a global, next-gen precision marketing agency, has been appointed by B&Q, the UK’s largest home improvement retailer, to accelerate their customer-centric transformation. 

Tasked with an unwavering focus on customers, RAPP will work to transform the way the brand engages with consumer and trade customers, focusing on developing a comprehensive CRM and Loyalty experience underpinned by extensive customer insight to drive personalized customer interactions.

The partnership comes at a significant time for B&Q as it looks to revolutionize how it connects with its audience on a one-to-one basis.

Gabby Ludzker, UK CEO at RAPP said; 

“Not only is B&Q an iconic, much-loved brand but the teams there are incredibly forward thinking, brilliant and ambitious. This partnership is about more than just strategy. It’s about activating brand growth through precision and empathy, whilst making sure customer data is leveraged at all points. We are delighted to be joining the B&Q team on their transformation journey and are proud to be working with them to foster loyalty and drive sustainable growth.”

Lizzie Harris, Customer Director at B&Q said:

“We are at a pivotal time in our customer growth journey at B&Q, and RAPP’s expertise across both loyalty and CRM made them the ideal partner for us.
“We’re excited to get going and are confident that the partnership will create a more rewarding experience for our customers and solidify B&Q’s position as the go-to destination for home improvement.”

RAPP is a global, next-gen precision marketing agency, harnessing data, creativity and empathy, and technology to drive client growth at scale. We do this through three tenets: Connected Data, activating first-party data assets to reach real people and scale and move them to action; Connected Content, activating intelligent production and generative AI to deliver customer connections that get more efficient over time; and Connected Decisioning, activating the right customer, with the right message, on the right channel, at the right time. And, across it all, we stand up for individuality – standing against normal, against dull, against one-size-fits-all’, because every brand is different and every individual is too.

With a talent base of more than 2,200 individuals in 17+ offices, we help brands grow the value of real people by understanding what really matters and creating experiences that are right for real people, with real needs, in real time, creating marketing that matters. Our expertise in data and marketing sciences allows us to deliver this incredible understanding of actionable human insight and deliver personalized content at scale to our clients’ customers. Building on our data foundation, RAPP delivers a range of capability across social, digital, customer experience and technology.

RAPP is proud to employ talented people across the U.S., the U.K., Argentina, Germany, China, Singapore, Australia, Malaysia, South Korea, Dubai, India and Mauritius and we actively foster an inclusive workplace where diversity and individual differences are valued and leveraged to achieve our vision.

RAPP is part of Omnicom Precision Marketing Group, a division of the DAS Group.