Tag Archives: grocery shopping experience

Customer Experience Programming Provided by Progressive Grocer

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.”

Leveraging Technology at Whole Foods

A recent SupermarketNews article reported that Whole Foods Market will be implementing the checkout-free Just Walk Out payment technology that Amazon introduced in its Amazon Go convenience stores in two new stores slated to open next year in Washington, D.C. and Sherman Oaks, Calif.

As the name implies, Just Walk Out allows customers to avoid the checkout line by using overhead computer-vision cameras, weight sensors and deep-learning technology to detect merchandise that shoppers take from or return to shelves and track items selected in a virtual cart. Customers will be prompted when entering the store to select Just Walk Out shopping or use the traditional checkout or self-checkout lanes.

Another example of how supermarkets are leveraging technology to continually improve the in-store shopping experience!

What Supermarkets Can Learn from C-Stores

Several of our posts have focused on the importance of innovation and the customer experience, and how retailers must make continuous improvement in these areas a priority. Along those lines, a recent SupermarketNews article shared some interesting insights on the significant success the country’s 153,000+ convenience stores (c-stores) have experienced due to making ongoing improvements via “digital transformation.”

The piece quoted Scott Langdoc, a strategist specializing in the grocery chain, drug, and convenience/fuel retailing segments at Amazon Web Services, who said, “By focusing digital transformation efforts on supporting emerging customer journeys, optimizing product and service offerings, and prioritizing efficiency of retail operations, c-store retailers are working with Amazon Web Services (AWS) to double down on innovation while recovering revenue and attracting new customers.”

The article went on to explain the different product fulfillment expectations at c-stores, which include fuel fill-up, basic snack and beverage purchases, buying prepared foods like pizza or sandwiches, a quick errand for a household necessity or a combination of those scenarios.

Langdoc also noted that, more frequently, customers expect a personalized experience regardless of how or where they engage in the c-store.

Examples given included:

  • While a customer pumps fuel, they order a slice of pizza at the dispenser via a voice-activated order system and use their mobile phone to pay for both the pizza and their fuel.
  • A shopper buys a fountain drink in a store and gets a personalized discount to buy fuel as an incentive because the customer hasn’t purchased fuel at that station in the last month.
  • A customer grabs the items they want to buy at an Amazon Go store and walks out without having to stand in line to pay at a traditional cash register.

The Bottom Line
While recognizing that fuel remains the top selling c-store product category, the article concluded by suggesting, “in-store product sales and an extensive prepared food menu represent the largest overall sales growth categories, and on average, they are the biggest contributor to overall gross profit.”

Therefore, retailers should focus on capturing the broadest spectrum of transaction details possible and applying the analytics and machine learning to generate hyper-accurate predictions of future demand.

“This transaction detail can help optimize category plans, profitable private label assortments, high-selling menu offerings, and better in-store stock availability,” the article said.

Read the full article…

Holiday Marketing in Supermarkets

Spectrio is one of the nation’s leading end to end technology-enabled customer engagement marketing companies, and they shared some simple and innovative ideas for in-store holiday marketing.

Here are a few examples:

  1. Set the holiday mood in your store. First thing first, decorate and embellish your store so it has a holiday feel. Consider adding a few lights, holiday wreaths, or trees. Or, simply update your in-store digital signage so it includes relevant seasonal content.
  2. Create a holiday-themed in-store photo op. While you’re setting up your store for the holidays, create a specific scene that can be used as a great holiday-themed photo op. A photo op is a background or unique element that customers take a photo of and share on social media. This helps spread your brand across social media as people share their user generated content.
  3. Design a high-quality holiday overhead music playlist. It’s not enough to just put on a holiday music radio station. You should curate and use a high-quality overhead holiday music playlist. What makes it high-quality? It’s a list of songs that will please customers — but not annoy your employees.
  4. Infuse your store with holiday scents. Amplify the season by tying it to the sense of smell. Use scent marketing to add fresh holiday smells to your store like peppermint, evergreen, or pumpkin spice.
  5. Update your website. As you create holiday promotions, make sure customers know about them in your store, as well as online. Update your website so customers can clearly see the holiday specials and deals you’re offering. You might also consider combining this step with an email campaign. Spread the message about your holiday promotions by creating email campaigns to send to your customer list. Don’t just send one email. Create a plan for promoting up to the holiday and featuring individual sales, deals, and events.
  6. Create a plan to give back. Don’t make the holiday season all about buying gifts. Also, focus on giving back. Partner with a local charity and donate proceeds or run a food, gift, or clothing drive to spread holiday cheer with your local community.

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.

The Shopping “Experience” at Walmart?

For some time now, retailers of all types have been using their imaginations in an effort to provide a memorable and pleasant shopping experience as they do their collective best to ward-off the allure of on-line shopping.

A good example of this was shared in a recent SupermarketNews article, which reported that Walmart has introduced “Walmart Drive-In,” a movie theater experience for families created in partnership with the Tribeca Film Festival. The “drive-ins” will make their world premiere on August 14 in the parking lots of 160 Walmart stores across the country, and will be free.

The article goes on to explain the current plan for the outdoor cinemas, which will run from August 14 through October 21 with 320 showings of popular, family-friendly movies.

Read the full article…

Tech Driving Customer Experience at SpartanNash

SpartanNash is leveraging GPS location technology to improve curbside service in its Fast Lane online grocery pickup program. According to a recent SupermarketNews article, a number of the chain’s locations are now using Radius Networks’ location-based FlyBuy Pickup service with ShopperKit’s in-store grocery fulfillment software to bring out Fast Lane orders to customers as soon as they arrive at the store.

Referenced as a “click-and-collect platform,” the process begins when a customer places a Fast Lane curbside order. The order is fulfilled and the customer is notified when their groceries are ready for pickup. The customer can then share their location via mobile apps or a web browser to let their Fast Lane personal shopper know they’re heading to the store. That allows customers’ orders to be prepared and delivered to their vehicles the moment they pull into the pickup area.

“This new technology will completely change our customers’ experience with Fast Lane,” said Brian Holt, vice president of marketing for SpartanNash.

“Fast Lane already provides exceptional customer service, with overall satisfaction scores 30 points higher than the national average, as well as some of the nation’s leading fulfillment rates. And our new GPS location technology will only improve the ease and speed of the Fast Lane experience.”

This is another good example of how today’s supermarkets are leveraging technology and continuous process improvement to drive customer service and the shopping experience.

Giant Eagle Pharmacy Customers: Just Ask Alexa!

According to a recent SupermarketNews article, Giant Eagle, a Pittsburgh-based food and drug chain, has formed an arrangement with Amazon’s Alexa virtual personal assistant to help keep pharmacy patients up to date on their medications. They are the first pharmacy retailer to offer the new medication management capability with Alexa.

The process appears to be straightforward, the article explains. “Under a collaboration with Amazon and medication management specialist Omnicell, Giant Eagle pharmacies now allow patients to set medication reminders and request prescription drug refills through Alexa. Users simply speak to an Amazon Echo device by saying ‘Alexa, manage my medication’ or “’lexa, refill my prescriptions,”’and the request is met using the patient’s prescription information at their designated Giant Eagle pharmacy.”

Aside from the associated convenience, the program’s objectives include helping people avoid non-adherence to prescription dosage plans (a major issue for some resulting in negative health care outcomes) and to simplify the refilling process.

“Integrating with Amazon Alexa makes it possible for patients to manage their medications by simply using voice, providing greater independence for older adults and the ultimate convenient, frictionless patient experience for everyone,” said Danny Sanchez, Vice President and General Manager of population health solutions at Omnicell.

Another example of how innovation and process improvement can enable grocery chains to enhance customer service and improve the supermarket shopping experience.

Enhanced Shopping Experience at Seattle’s PCC Community Markets

A recent SupermarketNews article shared an impressive slideshow about PCC Community Markets’ “new and improved” store in Seattle.

As you may know, PCC is one of Seattle’s original grocers and the largest community-owned food market in the United States. The retailer reopened its West Seattle store in Seattle unveiling a new 24,000-square-foot store that is nearly twice the size of the previous space.

With a focus on the shopping experience, the new store features many new offerings, including an expanded produce department, an outdoor patio, café, taqueria, pizzeria, and self-serve grain bowls.

This location is also is the first grocery store in the world to pursue Living Building Challenge (LBC) Petal Certification — the world’s most rigorous green building standard.

View slide show...

Wakefern Focusing on Process Improvement & Customer Experience

Wakefern Food Corporation, a Keasbey, N.J.-based grocery retail cooperative, is planning a 50-store test of a computer vision system that automatically identifies when product stock runs outs on shelves.

As reported in a SupermarketNews article, once out-of-stocks are flagged, the system helps store associates prioritize them as they occur and recoup the most lost sales as possible per labor hour to make the most customers happy. The system keeps track of both lost sales per hour (LSH) and frustrated shoppers per hour (FSH). The company said this information enables them to track an “out-of-stock hours” metric that makes it easier for them to rack on-shelf availability of products from store to store.

“Focal Systems’ out-of-stock detection through computer vision and artificial intelligence has enabled us to automatically identify shelf gaps,” Wakefern Chief Information Officer Cheryl Williams said. “This early success has encouraged our members to opt into a 50-store pilot expansion this autumn.”

Focal noted that its platform allows store associates to spend more time serving customers because it eliminates the need to manually scan for out-of-stock items.

“Customer expectations are high, and retailers want to deliver on those expectations,” stated Focal CEO Francois Chaubard. “Focal Systems provides the real-time data retailers need to run their stores efficiently…”