PriceChopper Using CRM To Alert Customers To Recalls
Written by Evan SchumanA handful of grocery chains—including PriceChopper and Wegmans—have started using CRM data to alert customers to product recalls. It’s an encouraging move to convince consumers that loyalty cards can be used to help them beyond taking 10 cents off a gallon of milk.
The program at PriceChopper—a 116-store grocery chain in New York, Connecticut, Massachusetts, New Hampshire, Pennsylvania and Vermont–is especially interesting as it uses an automatic phone-calling system to instantly and simultaneously reach out to impacted customers. Last month, the system was used to reach out to some 12,000 customers about a recall of Samuel Adams beer due to glass fragments, according to this intriguing report in the Daily Gazette, a daily newspaper from Schenectady, N.Y..
-Dan Stiel
May 26th, 2008 at 10:53 am
Finally! Now this is a service that would make me feel (rightly or wrongly) as if the store CARED about me, and also gives me even more of an incentive to use my card than just to save money. This is also two-way communications — way beyond “the retailer gets to know my every purchase move” and I get no useful information in return.