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Loyalty and customer experience in Nordic grocery retail

Accenture recently conducted comprehensive research outlining how 2020 shaped Nordic grocery retail. More than 1.600 consumers were surveyed across the Nordic countries combined with an outside-in assessment of the 13 Nordic grocers and interviews with several industry leaders.

The findings are painting a new picture of customers' desires, priorities and shopping behaviors and outlines the need and opportunities in shaping an enhanced omnichannel customer experience and rethinking loyalty programs to create competitive advantage.

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Future of customer experience in Nordic grocery retail

Customer loyalty in Nordic grocery retail

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Perspectives

Future of customer experience in Nordic grocery retail

Future of customer experience in Nordic grocery retail

Data-driven insights into the future of digital and onmi-channel customer experience in Nordic grocery shopping.

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Customer loyalty in Nordic grocery retail

Customer loyalty in Nordic grocery retail

The case for change in an age of experience and how retailers win grocery consumer loyalty.

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Unleash the power of retail data with ai.RETAIL

Unleash the power of retail data with ai.RETAIL

Learn how retailers are using data to drive customer experience, innovation and growth.

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How we help

Digital Retail

Transform your shopping experience across digital channels and stores, so consumers can shop with you anywhere and at any time.

Retail Stores

Reset your store footprint and formats to deliver services and experiences that meet evolving consumer expectations.

Retail Sourcing

Rethink the supply base, focusing on value expansion, responsibility, sustainability, transparency, and surety of supply.

Retail Supply Chain

Futureproof your local supply chain to strategically meet shifting consumer preferences, including last mile and sustainable delivery.

Retail Workforce

Redefine the future of work to skill and scale a future-ready retail frontline and corporate workforce.

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Capabilities

Retail Applied Intelligence

Put your most loyal customers at the center of your business—from the products you sell to the design of your supply chain.

Merchant Reimagined

The role 'retail merchant' is being reinvented through automation to provide predictive insights.

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Case studies

Tim Hortons serves up loyalty

Tim Hortons serves up loyalty

Canadian QSR Tim Hortons drives customer loyalty through its new Tims Rewards program.

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Central Group makes it personal

Central Group makes it personal

Thai retailer Central Group uses data to create unique experiences for shoppers.

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Intermarché harnesses data to deliver purpose

Intermarché harnesses data to deliver purpose

Grocer Intermarché, Microsoft and Accenture collaborated on an organization-wide data transformation.

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Adaptive retail at H&M

To support the new Accenture purpose, CEO Julie Sweet recently launched our brand campaign—Let there be change—an inspiration to our people and clients to embrace change for the benefit of all. We believe today’s rapid acceleration to digital presents us with an opportunity to create a better future, and our strategy is to embed responsible business into our services for our clients as well as to operate Accenture as a responsible business.

Global fashion retailer H&M is one of our clients that we are helping to continue its journey as a responsible business. 

H&M delivers fashion in a sustainable way, and is green even within IT. Its online ecommerce solution that is built and run by Accenture, was yesterday running H&M’s own data centers and already sourcing only green energy, and tomorrow will use wind power on Azure cloud. Thanks to cloud transformation features such as auto-scaling it will use even less energy—essentially, it’s a sustainable green cloud.

What we think

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Retail leaders

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Jill Standish

Senior Managing Director – Global Lead, Retail​

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Brooks Kitchel

Senior Managing Director – Accenture Strategy, Retail

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Gautham Reddy

Managing Director & Global Retail Technology Lead

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Elizabeth Marrion

Managing Director & Global Retail Cloud Lead

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Lori Zumwinkle

Managing Director & Retail Lead, North America

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Laurent Thoumine

Managing Director & Retail Lead, Europe

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Rajat Agarwal

Managing Director – Consumer Goods and Retail, Industry Lead, Growth Markets

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