When COVID-19 hit, IGA faced an unexpected surge in online grocery orders. The sudden demand led to delays and disappointing first experiences for many customers. With online shopping now essential, our goal was to help IGA rebuild trust, repair relationships, and inspire lasting loyalty.
How we turned unprecedented times into lasting relationships.
When COVID-19 sparked a surge in online grocery orders, IGA was caught underprepared. Through quick, focused action, we rebuilt customer trust and loyalty.
Industry
Grocery
Output
Email, direct mail
30%
of new clients activated the offers and made repeat purchases
5%
increase in average basket size
The challenge
Our approach
We launched a multi-channel stimulation and engagement program driven by behavioural insights. Messaging reached customers through email, direct mail, receipts, and remarketing. The strategy combined targeted offers for at-risk shoppers with coordinated journeys based on real user behaviour. Through end-to-end segmentation and personalization, we rebuilt trust and re-established the habit of shopping online with IGA.
