Roche Bros Supermarkets in Massachusetts

The company we have chosen for our IT System project is Roche Bros Supermarkets in Massachusetts. The company has been a family owned and operated business for 61 years. Roche Bros has 18 stores throughout the state and is in the process of obtaining more growth opportunities. The customers and their satisfaction is the most important thing to the company and without the customers there is no business. We try to keep our customers satisfied on a daily basis, but our goal is to increase our loyal customers and keep them coming back.

The supermarket industry is a growing market. Even though the economy was and is struggling, people still need food. The trick is to find what makes you stand out and what keeps the customers coming back. Many supermarkets use customer loyalty programs, but are they successful? The key is to find a way to get the data you need without annoying the customer.

Our project is to develop an IT system that will create and manage a Customer Loyalty program for Roche Bros. They do not currently have a system in place, but it would be a valuable asset to Roche Bros and the future of the company. In this system we will be looking at multiple categories that will help make the program a success.

The real need of this system is to find out what the customer wants. Our goal is to look at a few key tools that can collect that data. One way is through social media like Twitter, Facebook and Pinterest. People are out there on a daily basis saying what they like or do not like and that information can be key. We can also use info from customer surveys, which is the feedback right from the customers in our stores. Another information system to use is a customer demographics analysis, which will help let you know who your customers are in the area where the store is. The last way to get information is using the system that is already in place at Roche Bros, which is collecting data that shows what are in the shopping baskets. With that, you are able to see what shoppers are buying and when they buy it. Now we need to take all of this great data and try to develop the system that will tie all that information to specific customers and work to get them to keep coming back.

Once we have all this information, we can try to figure out what our customer wants. Some people in the company might look at a specific item like truffle oil at $40 a bottle and wonder why we keep it on the shelf when we only sold 20 bottles for the year. What if you were able to see that the people that bought that bottle bought it from us, instead of going to a competitor? Now that we were able to have the item they like to purchase, it might keep that customer shopping us instead going to the market down the street. We might be taking up space on the shelf, but we gained a loyal customer that will keep coming back.

The Roche Brothers Supermarkets is developing a customer loyalty