42% Profit Growth in Competitive Market through Actionable CX Strategy and Execution

Nepa Grocery Retail Case Study
42% Profit Growth in Competitive Market through Actionable CX Strategy and Execution

42%

YoY Profit Growth

48%

Redemption rate on CRM campaign

4,500

Customer-centric improvement actions

The Challenge

Coop, Sweden’s second largest grocery retailer, operating over 600 stores and a 3.4-million-member loyalty program was unprofitable for years partly because of poor customer satisfaction and store experience. A better understanding of their customers was needed to prioritize profitable CX initiatives and engage store owners and employees to win in the competitive European grocery market.

Fast Facts

  • Industry: Retail
  • Location: Sweden
  • Solutions: Customer Experience
  • Company Size: 600+ Stores

The Solution

The Nepa CX platform rolled out to all Coop stores with 99% participation from individually-owned stores – empowering employees to take actions that put the customer at the center of business. This multi-year, ongoing CX program engages 200,000 customers each year to learn about their visit, shopping mission, and satisfaction with the store overall and with specific departments.

Combining this customer feedback with financial data, Nepa’s CX analytics and ongoing reporting provide Coop with actionable insights at the HQ, regional and store level with local improvement areas and peer benchmarking to help improve customer experience. This led Coop to realign investments and activities to better focus on what matters most to their customers and their bottom line.

The Outcome

Coop has benefited from increased customer centricity and increased profitability at the store level – with 42% profit growth in one year after several years in the red. Eight in ten store managers have made changes in their stores based on the results from Nepa’s reports leading to 4,500 store-level customer-driven improvement actions. More personalized CRM targeting led to a campaign with a 48% redemption rate that led to millions in sales and profit.

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