Harvesting the fruits of positive customer experience
37M+
total Neighbor's Club members$11B+
in supported sales75%+
loyalty program retention rate
As part of their customer-centric philosophy, leading U.S. rural lifestyle retailer Tractor Supply Company wanted to ensure their Neighbor's Club loyalty program catered to their customers' needs and wants.
Their Neighbor's Club loyalty program had a plethora of customer data and insights. With Epsilon as a partner, they were able to understand the customer journey both individually and in aggregate.
By coupling quantitative customer data with qualitative feedback, including from in-store shoppers, they identified opportunities to enhance loyalty offerings.
With richer insights about their customers, they made key adjustments in making Neighbor's Club a loyalty program that served all their customers, including adjusting their tier and rewards thresholds and offering top-tier status to military service members, veterans, and first responders.
“Epsilon challenges us and helps us peek around the corner about what’s coming. We’ve invested in each other, and that has enriched both of our businesses.”Neil Tenzer, VP, Customer Loyalty, Insights & Engagement, Tractor Supply Company
