Loblaw may be the largest food retailer in the country, but its knack for customizing the shopper experience has translated into loyal customers who feel right at home at their local store. Its successful PC Plus loyalty program has been built on catering to each individual user with deals and points based on their shopping behaviour. And this customized approach has laddered up to the store level, where each Loblaw location is tailored to the wants and needs of its neighbourhood – from cooking classes to cheese walls.
Loblaw’s Wes Brown will talk about how the company has been winning through customization and how it’s impacted the way it communicates with its customers, as well as what’s next as the brand will take its approach into the future.
