Case Study: a North American grocer revitalises loyalty and adds $1.5 million in sales with Dunnhumby

North American Grocer adds $1.5 million in sales with Dunnhumby

A North American grocer faced declining customer loyalty with its outdated, nine-year-old card-based program. Despite overall revenue growth, this was driven by new stores and price increases, not customer retention, leading to a $37 million loss. The grocer partnered with dunnhumby to gain visibility into customer behavior and revitalize the program.

dunnhumby designed a personalized engagement strategy that targeted four customer behavior types. This approach successfully rewarded loyal shoppers, onboarded new ones, won back those who were drifting, and encouraged product trial. The results included $1.5 million in additional sales in the first year, a 67% return rate among drifting customers, and an average of $31 more spent by new customers.