Customer Satisfaction

What We Learned from the Grocery Edition of the 2020 Retailer Preference Index

In the third annual Retailer Preference Index (RPI) for the U.S. grocery stores, Dunhumby  looks at the $700 billion grocery industry to answer what drives customer preference for grocery retailers, which retailers are winning and losing and why, and what grocery retailers can do to improve performance and win more trips. Dunhumby provides a new…

What the Grocery Industry Can Learn from Nordstrom About Customer Service

It’s no secret that Nordstrom is synonymous with customer service. We’ve all heard the age-old story of a customer returning tires to a Nordstrom and getting a refund even though the high-end fashion retailer doesn’t sell tires. Whether it’s an urban legend or a lesson on the legacy that a good customer service story can…

How Starbucks CEO Kevin Johnson is Prioritizing Human Interaction

Kevin Johnson is the president and chief executive officer for Starbucks, passionately and proudly carrying on the Starbucks legacy of human connection in all of his initiatives as he leads over 330,000 Starbucks partners in more than 28,000 stores around the world.  Since becoming the CEO in April of 2017, heightening human interaction beyond customer…

2020 Grocery Bonus Trend: Plant-Based Products

We’re a few weeks into 2020, and there are already clear indicators that many of the trends we predicted are coming to life. We’re spending the week at the National Retail Federation (NRF) Big Show, and these concepts are being mentioned again and again by top retail insiders in their industry-leading sessions. We’ll be bringing…

2020 Grocery Trends: Blockchain

If you’ve been keeping up with business news over the past decade or so, you’re probably familiar with the term “blockchain”. Investors and CEOs alike have been interested in this technology for a variety of reasons, but it is only just beginning to become ubiquitous in the conversation surrounding retail. Grocers in particular need to…

2020 Grocery Trends: Self-Scanning

2020 is right around the corner, and with a new year comes a treasure trove of opportunities to consider for grocers. What are the industry trends that are hitting their stride in 2020? Which should I put time, money, and energy into?  Over the next few months, we’re going to be covering those 2020 trends…

How to Keep Your Employees Informed, Engaged, and On-Brand

Employing part-time workers is a catch-22. Part-time employees work in the grocery industry (for now) because they don’t require a lot of experience or high wages. However, when your employees aren’t consistently in your store or tied to your company with a full-time position, it’s likely that they’re less informed, less engaged, and ingrained in…

How to Train Your Staff to be In-Store Experts

Customer interaction is the single most important aspect of every grocery employees job. It’s one thing to be a great stocker or date checker, a detail-oriented cashier or excellent manager. However, if you can’t assist customers, answer their questions, or develop a connection with them, you’re not adding a lot of value to a grocery…

4 Tech Tools to Enhance Customer Experience

Just as technology is integral to maintaining a talented, engaged workforce in the grocery industry, it is the key to drawing and retaining a high quality clientele. Customers will no longer share their loyalty with just any grocer. They want to know that their needs are being met: both in terms of inventory selection and…

How Personalization Data Will Help You Decrease Shrink

Reducing shrink in a grocery store can seem like an almost impossible task. While the retail industry in general is plagued with loss prevention woes, grocery can be even more difficult to monitor simply because of the nature of its products. Customers can eat products before purchasing them and items can even go bad on…