Tag Archives: grocery shopping experience

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…”

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!

Added Focus on Customer Preferences at Giant

Giant Food Stores, a chain that operates in Pennsylvania, Maryland, Virginia and West Virginia under the Giant and Martin’s banners, has been taking a more personalized approach to improving its loyalty program.

According to a recent SupermarketNews article, they have been testing an enhanced program that focuses on providing a more personalized customer experience, more paths to rewards, and a more engaging digital experience.

The article goes on to quote Giant President Nick Bertram as saying, ““We have been trying a lot of different things to connect closer to customers… we’ve partnered with our sister company PDL [Peapod Digital Labs] to try to get more digitally savvy… it was time to start changing and get ready for the way families are shopping now.”

Sounds like a good example of decision-making based on customer service and the overall shopping experience, which one would think should lead to greater levels of customer engagement and loyalty.