Leading U.S. Grocery Chain Drives Engagement and Growth
Learn how a leading U.S. grocery chain grew engagement and revenue with smarter email marketing.
The customer
A leading U.S. grocery chain known for its wide selection, competitive pricing and expansive loyalty program.
The challenge
The chain’s email strategy was stuck between two extremes: sending too many messages or missing key opportunities to connect. With tens of thousands of products and frequent promotions, they needed a way to:
Personalize outreach across a large customer base
Suppress overcommunication and redundant messages
Optimize campaign performance based on customer behavior
Manual processes couldn’t keep up, and engagement was suffering.
The solution
CSG Xponent became the brand’s “air traffic control” for email. The platform:
Analyzed customer behavior and email interactions
Suppressed sends for customers who had already received multiple messages in a day or week
Triggered alternate messaging cadences for disengaged recipients
Prioritized the most relevant content based on loyalty activity and campaign performance
The chain also brought a data lake online, redesigned global customer identifiers, and began tracking point-of-sale impact from email to store and online orders.
- $2–3M: additional monthly revenue
- 100M: email decisions processed daily
- 40%: reduction in email volume