Carrefour - 2017 Annual Report

C A R R E F O U R — 4 2 Improving the omni-channel customer experience The changes taking place in the retail sector have not only transformed consumer information and purchasing, they have also brought numerous innovations designed to enhance and personalise consumers’ experience and increase their loyalty, innovations that Carrefour is rolling out to all of its formats and locations. Offering innovative loyalty and payment solutions In its stores and online, Carrefour takes full advantage of the potential of new technologies to offer customers new experiences and additional services. Everywhere, it is implementing more initiatives that enable customers to, for example, access additional digital products in store or find out about the origins of a product using blockchain technology. The launch of C-zam, the 100% digital current account offered by Carrefour Banque et Assurance, also demonstrates the Group’s innovative approach. Offering many benefits and simple to use, the account has been a success, attracting more than 120,000 customers in one year. In response to the increase in mobile phone use, the Group is also strengthening the functionality of its apps, such as Meu Carrefour in Brazil, which already has 5.8 million registered users, and the Carrefour Belgique app, which displays discount vouchers and bonus points at the checkout, shows the history of in-store andonline purchases, manages shopping lists and alerts customers about promotions on their favourite products. The Group has also embarked on a new stage in its innovation strategy with the launch of Carrefour Pay, a mobile solution that combines payment, a loyalty programme and vouchers. Available in more than 3,000 French stores, the Carrefour Pay solution can be accessed from the Carrefour & Moi mobile app. It will be progressively rolled out to Spain and then to other countries to complement the payment solutions that the Group is gradually incorporating for a simplified, smooth and secure customer experience. Making shopping and daily life easier Whether virtual or real, digital or physical, customer service is at the heart of the Group’s mission and the know-how of its employees. Advice from a butcher, great tips from the delicatessen staff or, quite simply, a smile from the cashier are precious. In addition to its commitments to food quality and developing an omni-channel universe, Carrefour is also rolling out more and more initiatives to provide a response adapted to the needs of each customer. The Group is therefore improving its multi-service spaces: for example, by introducing local artisan services, or catering areas, onsite or takeaway, so that customers can enjoy anything from a coffee break to a quality lunch service. The Group is also forging quality partnerships so that it can offer concierge services in store, such as Lulu dans ma rue (“Lulu in my street”), supported by the Carrefour Foundation, which brings together social inclusion and the local neighbourhood. In addition to this human contact and in-store experiences are the Group’s digital services. Tablets and screens are increasingly available in stores, allowing customers to view the entire offering, order products not in stock and print receipts. Online, after the chatbot, the shopping assistant that helps Internet users select products during the Wine Fair or during festive seasons, Carrefour has created Léa. This voice-based assistant, available through Google ® Home Assistant, gives a new dimension to Carrefour’s connected services, enabling customers to easily manage their shopping lists, place orders and obtain information about their local stores. C-zam, the first current account Launched in 2017 by Carrefour Banque et Assurance, C-zam is the first self-service current account that anyone can open, which has no income requirements, and which is 100% digital. It combines a Mastercard international payment card, available in 3,000 stores and on rueducommerce.fr, a current account and a budget management app, for just €1 a month with no commitment. The C-zamaccount, which can be activated online in just a few minutes, has already attracted more than 120,000 French customers. To find out more: www.compteczam.fr CREATING AN OMNI-CHANNEL UNIVERSE OF REFERENCE