Making customer retention a first priority and finding ways to let customers know they are cared for were among the key focus areas to be addressed in a Customer Experience program offered by Progressive Grocer.
“As those who keep you in business explore a rapidly expanding landscape of options beyond your stores, customers need to know you care about keeping their business over time… [you must] become the most trusted partner to meet each customer’s needs, keep them safe, and ensure they know you’re listening and learning from their experiences,” they said in a statement.
The piece went on to pose some thought-provoking questions regarding customer trust and loyalty, and about finding opportunities to gain their feedback to ensure needs are being met.
“Customers have more options than ever to obtain what they need and want,” PG said.
“Retailers who don’t specialize in grocery or have never offered grocery items are expanding across the market to capture larger segments of your customers’ budgets. The intensely competitive nature of grocery requires constant communication with customers and attention to these imperatives: an omni-channel approach to customer feedback, prioritizing safety and building customer trust, and knowing exactly what your customers want.”