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Background

A key player in Europe’s grocery retail industry, the company has 300 local supermarkets, including more than 130 stores in France.

In March 2020, it experienced significant changes in customer behaviors linked to lockdown—particularly in the Click & Collect business—with a sharp rise in new customers and greater use by other, previously less loyal customers. The challenge, as it is for many players in the sector, involves being able to analyze this new trend and therefore proactively fully tap its potential.

Challenges

Build loyalty among new Click & Collect customers by identifying those most likely to remain loyal

Activate at-risk customers in a hyper-personalized way to ensure retention

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