Retailer Carrefour Boosts Customer Satisfaction By 50% with Personalized, Cross-Channel Marketing 

Customer expectations for personalization are on the rise. First-name mentions are now a baseline — and are actually among the least valued types of personalization. Brands must offer tailored messages that not only meet but anticipate customers’ needs. For retailers, the stakes are high as shoppers are flooded with offers wherever they turn. But those that get it right see big gains with 56% of customers more likely to become repeat buyers after a personalized interaction. By showing customers you know them wherever they choose to engage — delivering relevance and consistency across all channels — brands build stronger customer connections, boost loyalty and drive both digital and in-store conversions.

Carrefour, a leading global retailer with a footprint spanning over 14,000 stores across more than 40 countries, offers the perfect example of how personalized experiences can deliver big returns. The goal was to increase customer engagement by delivering highly personalized product promotions across multiple channels — specifically, an individually tailored selection of offers that dynamically adapted to customer location and in-store inventories in real-time. 

Tapping into the Power of Personalization 

One of the main challenges Carrefour faced was ensuring that the product recommendations presented to customers accurately represented the unique inventories available at their local stores. This required real-time, dynamic updates to cross-channel messages and app content to reflect frequent price and inventory fluctuations. As price sensitivity skyrockets, retailers need to keep their customers informed with the most up-to-date information — potentially a make-or-break factor in clinching a sale over a competitor.

Combining real-time, contextual data from Reelevant with cross-channel orchestration through the Airship Experience Platform, Carrefour delivered the latest and most accurate recommendations weekly for customers at every touchpoint in their journey. The retailer seamlessly synchronized customer data and distributed personalized promotions across a range of channels including push notifications, message center, email, rich SMS, web and in-app interstitials.

Cross-Channel Customer Journeys Deliver Big Gains

Carrefour delivered consistency, value and convenience — key building blocks in the battle for customer loyalty. The results were impressive:

• 56% increase in the audience exposed to individually tailored content
• 2X engagement with personalized content compared to generic alternatives
• 50% reduction in customer frustration due to improved relevance and availability of product recommendations

We’d love to hear about your growth and customer loyalty priorities for 2025 and show you how Airship can accelerate your results. Get in touch to learn how we help the world’s leading brands unify end-to-end customer experiences across apps, websites and all channels, including email, SMS, mobile wallet and more.