Fresh Food Friends
How we helped Woolworths turn a $300M rewards program into a $1B+ one.
In 2015, loyalty program Everyday Rewards (then Woolworths Rewards) was losing ground in popularity to their arch-rival Coles’ program Flybuys. The business took the decision to re-name the program and bring its development in-house, with the goal of re-building it from scratch.
The Challenge
Woolworths knew that when it comes to grocery rewards, the new standard was hyper-personalisation. Opening an email of offers should be like opening your own fridge in terms of relevance, to engender the levels of customer engagement needed to corner the grocery loyalty market.
Our Approach
We built an end-to-end customer journey and true Omni-Channel experience that worked seamlessly across all of Bupa Optical’s channels – Email, SMS, Direct Mail, In Store and their Contact Centre.
Our goal was to improve conversion, participation rates and overall sales.
Deliverables
Customer Data & Loyalty Platform
Martech Architecture
Marketing Operations & Agile Transformation
You name it, we did it - CDP, DAM, CMS, MRM, MA and more
Woolworths Loyalty Members now total
10.9 Million.
Everyday Rewards Program is now worth in excess of
$1 Billion.
“More personalised engagement with customers led to the increase in Rewards customer loyalty program members.”
Brad Banducci — CEO Woolworths