Tag Archives: supermarket customers service and loyalty

Is Your Supermarket “Digitally Mature?”

A recent study by digital insights firm Incisiv named BJ’s Wholesale Club, Publix, Brookshire Grocery, Target and Costco Wholesale among the nation’s most “digitally mature” grocery retailers, according to a recent SupermarketNews article.

Incisiv defined digitally mature grocery retailers as those that “invest in their front-end shopping platform as well as back-end integration, fulfillment, customer service and operational excellence to deliver an optimal, end-to-end customer experience.”

As technology continues to march forward at an increasingly rapid pace, it will be interesting to see if the process enhancements also enhance customer engagement.

Convenience Stores Selling More Food!

A recent article posted on kdmpop.com,  the order in which convenience stores (C-stores) rank in the “food chain” is evolving.

The article points out that most Baby Boomers, and those before them, wouldn’t have dreamed of buying food from a gas station when they were young.

Apparently the younger population doesn’t necessarily have that same, negative impression about gas station food. In fact, C-stores have improved their food service options and are succeeding at stealing share from both quick-serve restaurants (QSRs) and small format grocery stores with offers like ”Meal Deals”, “Grab n Go” and “Made to Order” options.

An article in USA Today emphasized that Gen Y consumers are big fans of C-store food not only because of the convenience factor but also because of its affordability and improved quality.

The rise has been steady… convenience stores accounted for 11% of Millennial food and beverage visits in 2014, compared to 7.7% in 2006.

The question is, what can supermarkets do to promote more customer loyalty and to recapture this business?

Read the full article…