Family Dollar / Your Trusted Partner

Challenge

Family Dollar was stuck in a transactional relationship with their customers. As customers were increasingly choosing competitors on price, Family Dollar began to lose all-important quick fill-in trips.

In order to win back shoppers, Family Dollar needed to redefine “value” to represent more than just price, and to improve the overall shopping experience.

Solution

Leveraging the Brand Conversion Strategy™ process, Catapult uncovered the core brand drivers that helped define the brand: A family-focus, convenient neighborhood locations, and store managers who deliver a truly welcoming experience. Armed with these core insights, we recast the Family Dollar brand as a trusted partner for customers, providing not only the prices they need, but the resourceful partnership they want.

Catapult helped to elevate the brand’s in-store and digital experience, to better pay off the brand promise of a trusted, resourceful partner. We helped Family Dollar focus on delivering value beyond price, and making customers feel like Smart Shoppers by:

  • Delivering a focused pricing strategy that made it easy for customers to save in ways that fit their lifestyles
  • Launching a new pricing initiative, as well as providing stronger support for existing key pricing initiatives
  • Implementing a digital strategy across .com, social and email to enhance engagement and drive store trips
  • Creating a seamless and consistent experience across print, instore and online
  • Helping to establish a stronger partnership with suppliers to bring customers the right products at the right time, and value-driven content and solutions
  • Developing customized programs for key customer segments

Results

Family Dollar quickly began to realize substantial results:

  • Trips are up almost 3% and sales are up almost 2% vs YAG
  • Heightened engagement with the Family Dollar Facebook page increased 150% vs YAG