Major Canadian Grocery Retailer
Builds Relationship Value by Systematically Learning What’s Relevant to Individual Customers.
Client: Major Canadian grocery retailer Challenge: Grow recurring revenue by launching a new loyalty program into a saturated market during one of the worst years for grocery sales in decades Solution: FICO analytics enable the retailer to understand individual customers more deeply and thus to make all offers and contacts extremely relevant. Systematic, ongoing analytic learning pinpoints what each customer cares about and where incentive investments will not only encourage continued loyalty, but produce profitable changes in behavior. Results: In its first year, the program attracted over 9 million customers (with large numbers of new members signing up every month since then). Loyalty members account for more than 40% of grocery sales. They make more trips, buy bigger baskets and shop more categories than nonmembers — plus the company has substantially increased share of wallet from its best customers.
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