Best Practice Report

Increase Engagement With A Customer-Centric Loyalty Program Refresh

Case Study: How PCC Community Markets Deployed An Enterprisewide Approach To Loyalty

February 19th, 2021
Emily Collins, VP, Research Director
Emily Collins VP, Research Director
Sarah Dawson, null
Sarah Dawson
With contributors:
Mary Pilecki , Christine Turley

Summary

Earning customer loyalty demands more than implementing a rewards program. Seattle-based PCC Community Markets, the largest community-owned food market in the US, used an enterprisewide approach to build a new loyalty program that boosts customer engagement and provides richer customer insights. The membership team responsible for PCC’s loyalty program update brought together a wide range of stakeholders, including IT, customer service, front-line employees, C-suite executives, and the board of trustees. This coordinated effort across the organization resulted in membership growth and increased customer engagement.

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