Haggen’s TOP Food & Drug Expands CRM Solution Across Banner’s 18 Stores

TOP Food & Drug, a grocery store chain in Washington state operated by Haggen, Inc., has extended its customer relationship program, TOP Connection, to all 18 locations.

“We’ve had an incredible response from our guests because they see the value and benefits we offer are not available anywhere else in the grocery industry,” said Becky Skaggs, VP of strategy and consumer insights for Haggen. “This program has made it easier for guests to shop in our stores and for us to build relationships not based on discounts. It has made a difference to our business.”

Launched in September 2008 at four stores, TOP Connection is a customer relationship program developed to improve customer retention and store profitability by enhancing the shopping experience and providing unique value-added services. TOP Connection uses Accelitec|interact to deliver several benefits, including:

--A seven–day low price guarantee, automatically crediting the guest’s in-store account if a purchased item goes on sale within seven days
--Returns by phone
--Automatic recall notification based on purchase history
--Personalized offers

The TOP Connection program pairs Accelitec|interact, an on-demand customer acquisition and retention platform deployed as a software-as-a-service (SaaS) solution provided by Bellingham, Wash.-based Accelitec, Inc., with RFID readers mounted on top of payment terminals and RFID-enabled key tags containing unique customer identifiers. Accelitec|interact is compatible with the legacy software used by many grocery retailers, according to the vendor.

TOP Food & Drug stores are part of Bellingham-based Haggen, which operates 33 supermarkets in Washington and Oregon.
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