Grocery Outlet engages shoppers one on one, without growing the team
- HQ
- Emeryville, CA
- Founded
- 1946
- Employees
- 7,000
- Store accounts
- 76
- Website
- groceryoutlet.com
What stands out about Scrollmark is that they understand retail isn't one-size-fits-all. They've done a great job helping us support hundreds of local store communities while still giving us a clear view of what's happening across the brand. The reporting is useful, the recommendations are thoughtful, and they're constantly bringing new ideas that help us improve how we connect with customers. They're the kind of partner that's easy to trust because they consistently deliver and keep finding ways to make the program better.
Asking more from social
Grocery Outlet wanted social to drive more followers, loyalty signups, app downloads, and purchases, without adding work for the team.
They used Scrollmark to personalize every reply, then route each shopper into the journey that fits.
- A holiday giveaway run through Scrollmark drove 512 app downloads.
- The agent asked followers about their nutrition goals for the year, then pointed each one to purchase links for the right groceries.
- Setup took under an hour for all 76 accounts at once, saving the team hours of configuration work.
By engaging shoppers one on one, Scrollmark accelerated Grocery Outlet's social goals and opened up downstream wins from the channel.
Getting answers on demand
Grocery Outlet uses Voice of Customer to get answers about its own social performance and about grocery trends at large.
The team wanted a quick way to get more signal into their marketing strategy, and made Scrollmark the copilot in their weekly workflow.
In a typical week that means checking which posts and content pillars drive the most engagement, pulling trending grocery posts with an explanation of why each one is taking off, and reading the context behind their numbers without digging through graphs and screenshots.
Those data points and insights help the team adjust creative and messaging without hours of manual research.
More success stories
One Cozy Earth journey collected thousands of first-party emails from socialHow one journey replied to 61,700 comments, DM'd every entrant, and grew Cozy Earth's email list by 3,600+ while saving 736 hours of manual work.
XGT Fitness nets a 3,182% ROI from social journeysHow a two-person gym engages every comment and DM in real time, routes leads into ClubReady, and nets a 3,182% ROI from social.