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Home Customer Experience News Kroger Sees Sticky Customer Engagement in Q4 2020

Kroger Sees Sticky Customer Engagement in Q4 2020

Also Completes First Order Through Fully Automated Fulfillment Center

Kroger closed its last quarter of 2020 with an increase of 10.7% in total sales as compared to the 4th quarter of 2019. The company also saw a 118% increase in digital sales for the quarter. Kroger’s CEO Rodney McMullen, while commenting on the company’s Q4 2020 earnings, said that more and more customers are engaging with the company’s seamless ecosystem, resulting in a boost in digital sales as well. McMullen also highlighted the company’s sticky customer engagement strategy with a 98% retention rate in his statement.

Kroger is continuously improving its digital profitability along with enhancing its customer experience through personalization driven by data analytics. By digging deep into the consumer-based data, the company aims to strengthen its relationship with customers.

Automated Fulfillment Center To Elevate Customer Experience

As a part of its digital transformation journey, the company recently completed the on-going construction of a fully automated fulfillment center in Ohio. The company had invested around $55m for the project and with its completion, the company looks forward to elevating the experience of its customers. A grand opening will take place in April 2021.



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Rotem Gal is a content strategist, digital media executive & growth marketer recognized for building engaging insightful content that's not only relevant to the industry but also something that people actually want to read - and share. As Editor of CXBuzz, he leads a team of world-class editors, writers, and cx leaders and experts focused on building the products that shape the CXBuzz brand. Rotem is also the CO-Founder & CEO of Insights-Beyond, a data-driven consultancy focusing solely on digital content strategy.


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