Category Archives: Customer Service

More Supermarkets Offering COVID-19 Booster Shots

Giant Food, Publix Super Markets, H-E-B, Wegmans Food Markets, Albertsons Cos. and Big Y Foods are among the latest grocery chains to provide COVID-19 vaccine booster shots.

Pfizer COVID booster shots are administered at least six months after completion of the initial Pfizer two-dose vaccination series. Eligible patients include seniors, long-term care residents, those ages 50 to 64 with underlying medical conditions, individuals ages 18 to 49 at high risk for severe COVID-19 due to underlying medical conditions, and people ages 18 to 64 at increased risk for COVID-19 exposure and transmission because of occupational or institutional settings.

Big Y Foods, a New England chain, is now providing the Pfizer COVID booster, as well as the Pfizer and Moderna third COVID vaccine doses, at all of its pharmacy and clinic locations. On Sunday, the Springfield, Mass.-based chain kicked off “Big Y’s Big Vax Week,” a series of on-site immunization clinics — including COVID and seasonal flu shots — through Oct. 2 at all 71 Big Y supermarkets in Massachusetts and Connecticut.

As part of their first-ever chainwide vaccination event, Big Y will be giving patients who receive a vaccine a coupon for $5 off $25, as well as other giveaways. In addition, Big Y said it will administer COVID booster shots at all Big Y pharmacy locations regardless of where people received their original Pfizer COVID vaccine series.

Walmart’s Innovative Delivery Plan

“Helicopter, nylon, radar, jet engine, canned beer, sunscreen—all these inventions are the legacy of the Great Depression of the 1930s,” wrote Alex Petrunenko, Product Evangelist at Creato. “We might not know all the innovations of the coming years brought by the COVID-19 crisis, but we know for sure there will be more companies leveraging low-code technology across different industries.”

A good example of innovative improvements such as those listed above was reported in a recent SupermarketNews article, which announced that Walmart plans to pilot an Internet-of-Things (IoT) “smart box” from startup HomeValet for home delivery of perishable foods.

According to the article, the “smart box” test will begin this spring in Bentonville, Ark. Participating customers will be able to receive deliveries from their local Walmart store in a temperature-controlled box located outside their home. Three temperature zones inside the box will allow for storage of frozen, refrigerated and pantry items.

The “smart box” can interact with the courier’s mobile device to provide access and complete “hands-free” fulfillment of the order.

“This gives customers the ability to receive secure, contactless deliveries with peace of mind, knowing their grocery items will stay fresh,” explained Tom Ward, Senior VP of Customer Product at Walmart U.S.

Supermarkets Providing COVID Solutions

As reported in several Supermarket News articles, supermarkets are stepping-up to help customers more easily protect themselves from the pandemic.

Some specific examples of what might be considered an “extra” component of the customer experience:

  • Publix expanded COVID-19 vaccinations to over 100 pharmacies, expanding their collaboration with the state of Florida to 12 counties.
  • H-Vee expanded its coronavirus diagnostic services, and is planning to offer COVID-19 rapid antibody testing at more than 250 pharmacy locations.
  • Ralphs launched a program for administering COVID-19 vaccinations.
  • Meijer partnered with the state of Michigan and will administer COVID-19 vaccine at select stores in Wayne County to patients 65 or older.
  • Wegmans has partnered with state and local government officials to offer the COVID-19 vaccine at select pharmacy locations in New York State, Pennsylvania, and Massachusetts.
  • H-E-B has launched a registration portal on its website for people who are looking to get the COVID-19 vaccine, and is administering doses as supplies last.
  • Walmart will start providing inoculations in the city of Chicago as well as in Indiana along with six other states. The company has already been providing vaccinations in New Mexico and Arkansas.

DoorDash Now Offering On-demand Grocery Delivery

According to a recent article published by Restaurant News, “last-mile” food delivery provider DoorDash is now offering on-demand grocery delivery arena, led by the launch of its new DashPass service.

DashPass enables customers to place orders with participating grocery retailers at DoorDash.com or via the DoorDash mobile app and have their groceries delivered directly to their homes by DoorDash.

Defined as the movement of goods from a transportation hub to the final delivery destination, the focus of “last mile delivery” is to deliver items to the end user as fast as possible.

DashPass delivery service is provided via a $9.99 monthly subscription, for which members receive unlimited free deliveries and reduced service fees for orders of at least $12. Customers also can order groceries via DoorDash on a per-order basis for a $3.99 standard delivery fee (depending on the service area), with no minimum order amount.

In a separate article published by SupermarketNews, it was reported that DoorDash, which recently became publicly-traded, built its reputation as the country’s top food delivery provider by strategically going after suburban markets.

As consumers continue to exhibit an increasing demand for convenience as well as quality and choice, retailers and their strategic partners continue to respond with innovative solutions such as this.

SpartanNash Reducing Food Waste & Enhancing Customer Service with Flashfood

An earlier post featured SpartanNash for leveraging technology to enhance their online and order pick-up processes. Today we once again focus on the company as they have launched an innovative program to reduce food waste while enhancing customer service.

According to a recent Progressive Grocer article, SpartanNash is piloting a Flashfood mobile app at five of its West Michigan Family Fare stores, allowing customers to purchase meat, produce, seafood, deli items and bakery products that are nearing their “best-by” date at up to 50% off.

As you may know, Flashfood is a Toronto-based mobile app that operates in more than 440 grocery locations throughout Canada and the US.

After downloading the Flashfood app, customers can select a participating Family Fare store, choose items, pay for them directly on the app, and then pick up their items at the store’s customer service counter, where the purchased items are stored in refrigerators.

“Customer convenience is key with the app,” said Matt Bennett, Director Retail Consumer Innovation at SpartanNash. “This app is a win-win for customers and the environment.”

Read the full article…

DogSpot at the Supermarket?

Happy Pets?

In case you haven’t heard, a DogSpot is a “smart sidewalk sanctuary, providing your dog a safe and cozy home away from home while you briefly go somewhere they aren’t allowed… without having to take risks like tying them up or leaving them in the car. “

According to a recent SupermarketNews article, Albertsons has become the latest supermarket chain to offer DogSpot. Other chains that have been testing the concept include Kroger and Stop & Shop.

“At Albertsons, we are always looking for ways to better serve our customers,” said John Colgrove, Albertsons intermountain division president.

DogSpot houses are app-connected and available on both iPhone and Android, offering customers quick and seamless access, according to the Brooklyn-based startup. Customers may reserve a house up to 15 minutes before use through the app if they’re anticipating a trip to the store or use an available house immediately upon arrival. The houses lock to allow only the customer’s specific app account access to the house while their dog is inside, to ensure the dog’s safety while the customer shops. They’re also temperature controlled with fresh air ventilation to keep an optimal temperature inside for the dog and equipped with UVC lights that sanitize the house automatically between each new session. Customers can monitor their dog through the DogSpot app’s puppy-cam feature while they shop. Cost is approximately thirty-cents per minute.

Another example of enhancing the shopping experience with higher levels of customer service and engagement!

Surprise Ranking for Top 3 Retailers in the U.S.!

We all know that Walmart and Amazon are “the” major retailers in America and, as noted in a recent msn.com article, they were rated first and second, respectively, in Kantar Consulting’s ranking of the top 50 U.S. retailers of 2018.

What was surprising, though, was the identity of the third-place winner. America’s third-biggest retailer is a grocery store!

Possibly you’ve already surmised that the third-place finisher on the list of top retailers in the country is Kroger! As the article states, lots of folks say that shopping at Kroger is a pleasure! The chain consists of just over four thousand stores in 42 states, and its headquarters are in Cincinnati. It is a low-priced grocery store that’s most popular in mid-western, mid-Atlantic, and southeastern states.

But of all things, Kroger is known most for its high level of customer service. It’s nice to see an organization that is customer-focused also be among the top in their trade!

New Level of Customer Service Goes “Beyond” Home Delivery of Groceries

Walmart is expanding the online grocery shopping experience by going “beyond” home delivery. According to a recent SupermarketNews article, certain Walmart stores are delivering groceries not just to more homes, but also inside them.

This new service will be launching in the fall when associates will deliver groceries right to a customer’s refrigerator, or to other designated areas inside shoppers’ homes, such as garages or pantries. Various methods are incorporated into the process to ensure security and to allow customers to actually view the delivery from remote locations.

“Online grocery remains a meaningful contributor to e-commerce growth,” Walmart’s Chief Financial Officer Brett Biggs is quoted to say in the article. “Customers continue to really appreciate our grocery pickup and delivery offerings as we scale them across the U.S., …they want product faster than ever before, and Walmart is the best-positioned in the industry to deliver grocery same-day.”

Unique Customer Service at Stew Leonard’s

While their approach to customer service and providing an enjoyable shopping experience may be anything but traditional, Stew Leonard’s has a tried-and-true motto: “The customer is always right!”

As reported in a recent SupermarketNews article, there are aisles filled with animatronic singing poultry and vegetables, stuffed creatures that flip, and a selfie station where customers can pose for pictures with Clover the cow in a replica of Stew’s milk truck.

Yesterday & Today
For those who have been customers over the years, these “extras” are common place. Ever since the first Stew Leonard’s opened in 1969 they’ve been tabbed as “the Disneyland of Dairy Stores.” Today the grocery still relishes the country-fair atmosphere.

But the zaniness has not compromised how vital customer service and product scouting are to the growing company. (There are now six Stew Leonard’s locations now in New York and Connecticut, with a seventh planned for New Jersey in the fall).

“Customers rule when it comes to choosing what products the stores sell,” says Stew Leonard, Jr., the president and CEO who took the business over from his dad in the 1990s. “You’ve got to listen to the customers really and hear what they have to say.”

Read the full article…

Publix Adds Telehealth Stations to Florida Stores

A recent SupermarketNews article reported that Publix Super Markets Inc. plans to open three telehealth stations inside Publix stores in St. Johns County and a Publix Pharmacy at Flagler Hospital in St. Augustine Florida.

According to the article, the telehealth stations will be housed in a private room where patients can speak directly with a doctor via video-conferencing. The physician will be able to direct patients to use on-site diagnostic tools such as stethoscopes, blood pressure cuffs and high-definition cameras, and to make a diagnosis or write any necessary prescriptions. Publix Pharmacy support staff also will be on hand to assist patients.

The chain has partnered with Flagler Health+, a Florida-based health network, to provide these and related retail pharmacy and primary care services.

Read the full article…