Heinen's Fine Foods Turns Data into Action
Through its strategic partnership with SMG, Heinen’s Fine Foods, a high-end grocery store, launched initiatives to better understand customer satisfaction and associate satisfaction. Together they gathered data on customers and employees, then defined, aggregated and critically appraised what they found.
Surveys & Research
From customer surveys and research, SMG’s Client Services team showed Heinen’s that historically, about 17 percent of customers shopped the store’s seafood department.
Insights & Actionable Results
With customers seeking to enhance the at-home dining experience in the face of a challenging economy, SMG and Heinen’s saw an opportunity to boost seafood sales. Together, they used the research and surveys to develop weekly recipes and demonstrations to educate customers on how to purchase and prepare seafood, a practice that led to a 20-percent increase in Heinen’s seafood sales.
Progressive Grocer Webcast
Chris Foltz - How we improved loyalty at Heinen's
“We recognized that we
were full of opinions on
what was important to
our customers and
associates and how we
were doing in fulfilling
their needs and
expectations, but we
really didn’t know."
Chris Foltz - Heinen's