IDC: Kroger's Customer-First Strategy: Rewarding Loyal Customers With Personalized Communication to Enhance Contextual CX

This IDC Perspective presents the case study of U.S. food and grocery retailer Kroger and how its loyalty program strategy brought back more personalized communications and offerings through coupons. With the support of its subsidiary 84.51°, Kroger uses customer data from its Kroger Plus loyalty card as well as its solid and large CPG and supplier ecosystem to personalize offerings and rewards as well as measure ROI and customer engagement.

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