Tag Archives: grocery store customer service

Better Supermarket Customer Service Yields Greater Revenue & Loyalty

A recent Progressive Grocer’s article shared data from a new report from by KPMG LLP,  which found that companies providing “the best personal, individualized experiences to customers” see higher revenue growth and improved brand standing and loyalty.

The “2018 U.S. Customer Experience Excellence Analysis” also ranked the top consumer “champion” brands according to customer experience delivered.

Among those that consumers ranked highest for customer service delivery were:

  • H-E-B
  • Publix
  • Wegmans
  • Amazon
  • Hy-Vee

Read the full article… 

 

Customer Service No Longer “Just” a Department – Back to Basics!

bell_boy_gesture_to_side_400_clr_17101Customer service is essential to every business, says Kelechi Okeke, Customer Experience Analyst.

In a recent blog post he writes, “Customer service has gone beyond being  a department to being a core responsibility of every brand employee, especially those who interact with Customers.”

The article goes on to list specific customer service skills that Mr. Okeke  suggests people should master, which include:

  • Active listening
  • Attentiveness
  • Clear Communication
  • Body Language
  • Patience and self control

Each of these skills can make – or break! – a customer interaction, whether in the supermarket aisles or at checkout.  And while these may represent fundamental skills, it is often the little things that make a big difference when it comes to customer satisfaction and loyalty.

Maybe some “back to basics” training or reminders would do us all some good as we strive to engage and retain our retail customers?

What Makes a Great Grocery Store?

SupermarketNews reported on a recent interview with Bob Mariano, CEO of Roundy’s, a retail grocery company headquartered in Milwaukee.

During the interview Mr. Mariano was asked, “What makes a great grocery store?”

His response focused on customer care: “A great grocery store is made up of great people that care about their customers and go out of their way to make them feel appreciated.”

Today, Mariano’s competes against major players like Trader Joe’s and others and plans to merge with Kroger before the end of the year. But they still regard themselves as “neighborhood stores” focused on service and operational excellence.

So how do they do it? The answer rests in relentless dedication to daily execution.

Read More

Five On-line Food Shopping Options You Might Like to Try

ShopSmart, the shopping magazine from the publisher of Consumer Reports, suggests  now might be the ideal time to try on-line food shopping.

In a recent Pittsburgh Post-Gazette article, ShopSmart summarized key offerings from five national on-line food retail options.  They all let you browse food categories as you would in store aisles or search by keyword or UPC. The trade-offs: Some sites require a minimum purchase, shipping fees can be steep and most offer only dry goods.

Here’s a quick summary:

  1. Amazon.com/​Grocery: best for gourmet items.
  2. Netgrocer.com: best for frozen foods and some fresh produce.
  3. MyBrands.com: best for hard-to-find items not available in most regular stores.
  4. ShopFoodEx.com: best for shopping aisle by aisle like a regular supermarket.
  5. Walmart.com/​cp/​Food/​976759: best for low prices.

Good Examples & Comments About Supermarket Customer Service

customergoodAs grocery shoppers, we all have our opinions about what constitutes good customer service, and many of us have stories to tell about our good and not-so-good experiences.

customerbadHere are a few comments and examples that we researched from various web sites and blogs:

“People are quicker to share negative feedback than positive feedback. ”

“I was shopping at a Trucchi’s Supermarket during a torrential downpour and one of the associates was standing there dripping wet. Turns out that an elderly couple had “lost” their car. (They were adamant that it had been stolen.) While they remained dry, he had searched for their vehicle, located it and then drove it to the door to pick them up. When they both began getting into the back seat, he had to tell them that he wasn’t able to drive them home.”

“Good customer service starts with the employees. It is so important that employees are friendly as well as professional and knowledgeable. I’m amazed by stores or companies that have staff that look bored and disinterested. It’s such a poor reflection on the business.”

“I don’t really have any stories about good customer service because I’m already expecting that it should be that way in the beginning. Bad customer service are the experiences that are hard to forget in my opinion, there’s nothing more frustrating than having that kind of experience.”

“An 89-year-old grandfather got snowed-in a couple years ago and didn’t have much in the house for meals. His daughter called several markets in the area to see if any of them had grocery delivery services, but the only one that said they did was Trader Joe’s. They don’t, actually, but were willing to help out this WWII vet. As the man’s daughter placed an order, the Trader Joe’s representative on the phone recommended other items that would be good for her dad’s low-sodium diet. An up-sell, you may be asking? Nope. They didn’t charge her a dime for the delivery or the groceries.”

Factors Contributing to a Supermarket’s Reputation?

Supermarket News recently reported that Wegmans Food Markets achieved the top ranking in the 16th annual Harris Poll Reputation Quotient study, a ranking of companies perceived by their reputation.

The article stated that with an overall score of 84.36, Wegmans edged past Amazon.com to take the top slot. Costco Wholesale Corporation  ranked 4th with a score of 81.98 and Publix Super Markets (80.73) ranked 8th.  Harris said companies with a score of 80 or above had “excellent reputations.”

Criteria…
The article went on to identify the rating criteria, noting that Wegmans was the only company to rank among the top five rated companies in each of the six dimensions comprising the overall reputation score, which were:

  • social responsibility
  • emotional appeal
  • products and services
  • vision and leadership
  • financial performance
  • workplace environment

Interestingly, customer service doesn’t seem to be on the list!

Comment…