MyCountdown

End-to-end CRM

Loyalty Strategy & Management

Challenge

Grocery is a fiercely competitive industry. Promotions are constant, and every retailer is fighting for the same weekly spend. Countdown (now known as Woolworths) needed a way to deepen loyalty and become the everyday shoppers' first choice.

Insight

Grocery shopping is habitual: people reach for the same staples, watch for specials and grab the things they love when the price is right. But shoppers only act on value they can see. When personalisation can reflect their real routines and favourites, that's when you build a competitive advantage.

A new standard for grocery personalisation

Solution

Countdown became the first in NZ to deliver habit-led, predictive personalisation at scale, using real shopping routines to create messages and offers that felt genuinely helpful, not generic.

Value visibility, engineered at scale

With 82.5 billion decision calculations across in-store and online behaviour, we surfaced the right savings at exactly the right moment, giving Countdown a visibility advantage no other retailer could match.

Real-time relevance across every touchpoint

Powered by 200 data signals, personalisation ran across email, web, mobile and media, ensuring every shopper saw the products, deals and reminders most relevant to their weekly shop.

Trolley Dash: engagement at an unmatched scale

We launched Trolley Dash, a first-of-its-kind gamified experience for New Zealand grocery. It delivered record participation, drove a 1816% revenue lift, and gave Countdown a distinctive position brands in many categories have tried to replicate.

$15

Increase in loyalty member weekly spend
1M

Unique emails sent per week
50%

Engagement rate on personalised emails