![]() Insights on shopper fulfillment preferences, inventory, order fill rates, and last-mile fulfillment give an end-to-end view of the customer journey.Examples include curbside pickup, locker or kiosk pickup, subscription services, buy-online-pickup-in-store, click-and-collect and delivery option-based pricing. More delivery options give the customer choice and flexibility.Grocers should leverage data to determine the best approach. “If you look at the old paradigm and how they reconfigure their supply chain to the digital customer, there are a lot of challenges.”Įmerging supply chain trends play a critical role in shaping the overall customer experience. “Grocery is a very low-margin business,” Vivek Puri, group vice president, growth and strategy lead, Publicis Sapient, said. An increase in in-store pickup or home delivery poses supply chain challenges, along with designing in-store experiences that accommodate these services. Unlike other retailers, grocers face unique inventory issues like the freshness and availability of produce. Walmart saw a 98 percent increase in mobile orders and a 20 percent increase in conversions with this improved mobile experience. This connects the shopping experience across channels, while reducing time and friction in-store. By eliminating data silos and creating a more holistic view of the shopper journey, grocers can invest in developing the right technologies needed to provide more than just convenience.įor example, Walmart’s mobile app allows shoppers to tap into personalized discounts, build shopping lists and personalize delivery pickup times. However, according to Publicis Sapient/Adobe research, only 40 percent of respondents say they are leveraging data across channels to create a 360-view of the customer. You can begin to recommend subscribe-and-save options for items bought frequently, or start recommending recipes that would inspire creative cooking and reduce waste because you’re not throwing things out.” “You can begin to proactively anticipate what goes on the shopping list and begin to simplify that experience. “Once you begin to get visibility into shopping behaviors, patterns and preferences, you can do a lot of things right,” Hubbard said. More transparency into the supply chain, with education around pickers and services aimed to build consumer trust. ![]() Integrated mobile experiences at physical stores that allow shoppers to learn about new products and customize checkout experiences at point-of-sale.Clean, easy-to-navigate e-commerce experiences where customers can set preferences and receive personalized suggestions, curated offers, rewards and discounts.This means focusing on reducing complexity, with innovations like: When combined, these four principles help grocers think about the customer experience from all angles. Successful customer-obsessed grocery experiences follow the four LEAD principles of design – light, ethical, accessible and dataful. Designing experiences with the customer in mind
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |