Category Archives: Customer Service

Martin’s Supermarkets Expands On-line Shopping

According to a recent Business Briefs article, Martin’s Super Markets, a mid-west chain, is continuing to roll out of its online shopping service, which they call Groceries To Go, and which is now available at 12 of their 21 stores.

The Groceries-To-Go service costs $4.99 per order, the article explains. The process is also straightforward, as once users go online or download the app (on either iPhone or Android devices) and create an account they simply shop and choose a pickup time, and then pay. Someone at their chosen store then sends an email confirming receipt of the order, and then sends another email when the order is ready for pickup.

To pickup their order, customers simply park in designated areas and then text or call to announce their arrival. A “Personal Shopper” then brings the groceries and loads them into the customer’s vehicle.

Pharmacy prescriptions, alcohol and tobacco products are not available for online ordering, the article said. Log on to www.martinsgroceriestogo.com for more information.

The trend toward online shopping and an enhanced customer experience continues…

Kroger in the News Again: New Technology You Might Love!

According to a recent Business Insider article, Kroger is once again taking a bold step forward in trying to enhance the customer shopping experience by “rolling out a new technology to nearly 200 stores,that could change grocery shopping as we know it.”

This new development, which is called Kroger Edge, will be installed on store shelves in place of paper price tags, and will digitally display pricing and nutritional information, and even show video ads and coupons for various products.

The technology will enable the chain to instantly change prices and activate promotions across its stores, thus freeing up employees who would otherwise change prices by hand.

In the future, the technology will communicate with customers’ smartphones to help them complete their shopping lists.

On-line Food Retail Continues to Gain Momentum

A recent SupermarketNews article reported that Target will begin offering same-day delivery to customers in three metro areas—Boston, Miami and Minneapolis—starting Feb. 1.

The move comes following the retailer’s December acquisition of Shipt, the article said.

The article went on to say that online retail is picking up speed at an even faster rate than previously thought, and that both Food Marketing Institute and Nielsen data suggest 70% of consumers will shop for groceries online by 2024.

The trend toward on-line shopping is a strong one for sure, but supermarkets by-and-large have significantly improved the level of customer service and the in-store shopping experience.

The question is, how can they combine the two “experiences” to build stronger levels of customer satisfaction and loyalty?

Read the full article…

Customers King at Kroeger?

A recent SupermarketNews article reported that Kroger has launched a new improvement initiative to accelerate changes in assortments and better customer service.

While Kroeger has been in the news lately for considering the sale of its convenience stores, the new  “Restock Kroger” improvement initiative seems to be the bigger story. It will involve “an accelerated and more data-driven effort around pricing, personalized communications with customers, and a revamp of product assortments,” the article said.

“We will change the way people eat in the U.S.,” said Rodney McMullen, chairman and CEO. “If you are eating, we want to serve you. Unless you are eating in a white tablecloth restaurant, we want to be able to provide that meal for you.”

Read the full article… 

Groceries Delivered & Put-Away in Your Home?

According to a recent posting on techcrunch.com, Walmart has announced that it will begin testing a new service that will allow customers with August smart home devices, like the August doorbell and security cameras, to have their packages and groceries delivered inside their home instead of left on the doorstep. Grocery orders won’t just be placed inside the house like the packages, but will be put away in the fridge and freezer, when appropriate.

The retailer says it will soon start this test in the Silicon Valley area with select customers who have opted into to try the new service.

Sounds like continuous process improvement and the trend toward innovative customer service continues!

Read the full story…

The e-Trend Continues: Saving Shoppers Time & Money

A recent “10 Items or Lessarticle posted by SupermarketNews identified steps taken by major food retailers that indicate the focus on e-shopping will continue to grow in 2017.

The article states that Wal-Mart Stores plans to have around 1,100 stores offering online grocery pickup this year, and that they are continuing with initiatives built around making fulfillment more versatile and/or efficient, such as offering discounts on online orders picked up in stores, and testing the idea of having store employees deliver orders to customer’s homes on their post-work commutes.

The piece goes on to report that Amazon said it was rolling out “Instant Pickup,” a free service offering its Prime members a curated selection of “daily essentials” available for pickup in two minutes or less. The service is available at five campus locations currently with plans to add more locations soon.

Even no-frills Aldi had issued a statement indicating it was getting into e-commerce for the first time through a partnership with Instacart in three cities.

“Our partnership with Instacart is another example of Aldi expanding our commitment to customer convenience and value,” Jason Hart, CEO of Aldi, said. “We know customers are looking for new ways to save time and money.”

As these new services are being rolled-out, it strikes me that supermarket chains will need to take an innovative approach to refining their work processes to reduce waste and cost.

See related article…about becoming more innovative.

“Checkout-less” Supermarkets: What’s Old is New?

The Seattle Times recently published an interesting and entertaining  article, which referenced the announcement made late last year by Amazon.com regarding the launch of an experimental convenience store in downtown Seattle where customers could skip the checkout line.

While the concept was presented as futuristic and technologically innovative,  a French retail chain, Monoprix, took issue with that depiction.

As the video showcased within the article explains (in a clever and somewhat humorous way), “Monoprix’s “Livraison à domicile +,” is their 10-year-old service that also allows shoppers skip the checkout lines – via a different form of innovation.

What’s old is new!

Wegmans Launching E-Commerce Partnership & One Hour Delivery Options

A recent SupermarketNews article reported that Wegmans is launching an e-commerce partnership with Instacart , which will enable online shopping and delivery at Wegmans Food Markets in select cities.

According to the article, the service will be available in Northern Virginia and Maryland, and will allow customers to order from Wegmans online and have their groceries delivered to them in as little as one hour.

A Wegmans spokesperson was quoted in the article as saying “it was offering the service to meet customer demand for time.”

This perspective is common as, in an effort to respond to consumer demand and competitive pressure, numerous food retailers have been striving to provide online offerings.

We expect the trend to continue as supermarket chains find new and innovative ways of maintaining customer loyalty.

 

Online Store “Made Easy” for Supermarkets

“We make it easy to take your grocery store online,” says Indemand a San Francisco-based plug and play platform for building an on-demand store or service.

According to the company website, their platform allows anyone to set up their own on-demand store without the need for any technical expertise. Customers can customize their solution, and also take advantage of a “mobile-first” solution.

While the service is available to “any” type of business, pricing plans for supermarkets range between $149 – $299 per month, plus a start-up fee and a per transaction fee.

 

Amazon “Pick-up” Stores Free for Some

According to a recent SupermarketNews article, Amazon has released information about new “click-and-collect” sites in Seattle.

Called “AmazonFresh Pickup,” the new concept will provide a full selection of grocery and household items available for online ordering and pickup, free to its Prime members.

The prototype sites are currently open only to Amazon employees. While Amazon did not specify any time-frames or plans, the article quoted an analyst at Wolfe Research, who said he expected Amazon will open as many as 30 such outlets this year.