Carrefour strengthens member loyalty with 3.5 million personalized videos

A campaign designed to celebrate customer loyalty

In 2026, Carrefour set out to bring a more emotional dimension to the relationship it has with Carrefour Club members.
Rather than focusing the campaign on products or transactional benefits, the objective was to highlight the personal journey each member has built with Carrefour over time.

The CRM team wanted to transform the traditional loyalty recap into a more engaging, human and personal experience. Every member should feel recognized not only for their participation in the loyalty program, but also for their habits, preferences and unique journey with the brand.

With 3.5 million members to reach and only a few weeks to launch the campaign, the challenge was clear: deliver an emotional experience at massive scale without compromising the relevance of personalization.

A personalized retrospective for every Carrefour Club member

Carrefour and Seen.io created a personalized video for every Carrefour Club member.
The experience begins with a look back at the year each member joined the Club, featuring the number one song title and artist from that year, before highlighting their current relationship with Carrefour: their favorite store, shopping habits and accumulated loyalty benefits.

Each video concludes with a direct link to the Carrefour App.

Personalized elements

• Nostalgia effect: the most popular song title and artist from the year each member joined Carrefour Club
• Local personalization: each member’s favorite store and the services they use
• Shopping habits: the top 3 fruits and vegetables most frequently purchased by the member, based on purchase history
• Loyalty status-based journeys: savings and benefits displayed only for eligible members
• Smart edge-case management: MDC vs non-MDC routing, profile-specific messaging and seamless handling of missing or atypical data

In total, 6 distinct personalized journeys were distributed via Email, App Push and SMS.

Built in-house and launched in under 60 days

The entire campaign was created directly by Carrefour’s internal content team using Seen Studio, without relying on a creative agency or external production company.

From a complex personalization logic — including six customer journeys, loyalty-status-based scenarios and advanced fallback management — through to the rendering and delivery of 3.5 million personalized videos, the campaign was launched in under 60 days.

Beyond the loyalty campaign itself, the project enabled Carrefour’s CRM team to adopt a reusable framework that can be adapted and relaunched for future relationship-building and commercial campaigns throughout the year.

Results

The campaign launched on April 8, 2026.

• 3,510,733 personalized videos delivered across 6 journeys, launched in under 60 days
• 49% completion rate across the full experience (60% play rate, with 82% watching to the end)
• 1 in 5 members returned to watch their video a second time
• 8% of members clicked through to the Carrefour App
• 80% of views happened on mobile

The strong completion and rewatch rates demonstrate how effectively the emotional and nostalgic approach resonated with members. Combining personal customer data with cultural references tied to each member’s joining year created an immersive and engaging experience customers genuinely wanted to spend time with.

About Carrefour

Carrefour is one of the world’s largest retail groups, founded in France in 1959. The company operates more than 14,000 stores across over 30 countries, spanning hypermarkets, supermarkets, convenience stores and e-commerce.