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Online Shopping

How to Beat National Chains at Online Shopping

A recent Reuters story talked about how it is hard to sell groceries online. Shoppers surveyed said they are very loyal to their local food stores and don’t want to shop for groceries online from places like Amazon. Those interviewed described themselves as “avid internet shoppers” and still weren’t interested in online grocery shopping. This runs counter to everything posted on this site for the last two years. AWG retailers can find a positive, however. Customers are loyal to their local store. They aren’t going to jump to a national chain simply because they offer online shopping. They do want to shop online. You can give that to them. The top hesitation for online shopping is picking produce. Your customers are shopping with you because they like the selection you offer. Make it clear that when they order online they are still getting the produce section that they know and love. Training whoever picks the groceries is crucial. Show them what makes a good tomato. If the customer wants three yellow bananas and three green ones make sure that is what they…

Web of connecting lines coming together.

Solving the Disconnected Digital Grocery Journey

In theory, omnichannel marketing is fantastic. In practice, it’s much harder, especially for independent retailers who are trying to wrap their hands around all the different ways to reach consumers. Even the large retailers are trying to figure out which platforms to use, how to make them work together, and how to help consumers have the most fluid experience possible. A recent webinar put on by Brick Meets Click featuring Lunds & Byerlys and Unata addressed this disconnected digital grocery journey. Part 1: Grocery Retailing Realities: The Physical – Digital Connection What we know to be true right now is ecommerce is evolving how consumers shop. David Bishop from Brick Meets Click provided the following stats: 38% of grocery consumers have shopped online in last year, up 4.1% Consumer households shop online over 2x per month Share of wallet is now almost 5% Another factor Bishop brought to light is now consumers have many more ways to buy groceries, it isn’t just a competition up and down the street. The business is fragmented with different options and different value propositions…

Online Shopping Digital Marketing

How to Promote Your Online Shopping…Online

Does your store offer online shopping? Do your customers know about the program? …are you sure that they do? Online shopping is part of the future of grocery retail. In 2016, one in five shoppers had an online purchase and that will likely increase to one in three this year. Yet in a survey of 500 consumers, 41% of shoppers didn’t know if their stores offered online shopping (2017 Online Shopping Forecast). As Kate mentioned in a recent blog post, online shopping isn’t an “if you build it, they will come” program. When launching an online shopping program, your marketing and advertising campaigns need to inform your customers about the program and teach them how to use it. Kate also noted that digital marketing is key to these campaigns. While in-store promotion is necessary, digital marketing will point customers directly to the online shopping platform and that gives them a chance to see it and hopefully try it! Here are some examples of AWG retailers who are using digital marketing to promote their online shopping programs: Website Do more than…

Photo of panel participants discussing online shopping.

Online Shopping – Some FAQ’s

With online shopping growing quickly within the independent retail space, I recently attended state grocers association conventions for both the Missouri and Alabama Grocers to join panels discussing the opportunity. Below were some of the most prominent questions and my insight for retailers on them. What were your company’s objectives and/or process in finding an e-commerce provider? For AWG, we’ve been looking at online shopping programs for almost four years. When we started, it was really about helping retailers wade through the influx of providers into the space. We research each company, hear what their features are, and determine whether we believe there is an opportunity to scale both up and down for one-store operators and multi-store operators. Our main goal is to learn how the programs work and how we can get retailers up to speed quickly based on our experience. We also have paid close attention to what retailers are requesting when it comes to a provider. We have four partner provider solutions because we have all different kinds of retailers who want different attributes in an online…

Package wrapped in brown paper with bundle on tag.

We need more “food bundles”.

I get overwhelmed when grocery shopping. There are so many options and choices I get overloaded with details like flavor choices, quantities, is it healthy? Will it go to waste? The list of decisions is endless. I recently had a stomach bug and stayed home a few days. We didn’t have any of the basics, Seven Up, Saltines, chicken broth to fight this illness. I sent a family member to the store then realized after the trip was made how much I had forgotten to put on the list. It wasn’t detailed enough, because I didn’t feel good when I made the list and they were in a hurry. I would have given my right arm for a grocery store who offered a “Care Package” delivered to my home. I’m talking about an order online “Care Package” that shows a list of popular items and remedies when you’re sick. It would have been nice if the package were a type of “Pick 5 for $19.99” deal where you can choose five items out of 20 for example. However, the customer should…

Supermarkets Customer Experience Benchmarks

Diving into 2016 ACSI Retail Report

[vc_row type=”in_container” full_screen_row_position=”middle” scene_position=”center” text_color=”dark” text_align=”left” overlay_strength=”0.3″][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1/1″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][vc_column_text]The 2016 American Customer Satisfaction Index report was released at the end of February. Supermarkets saw a jump of 6.8 percent in their average score to 78 out of 100. While no AWG banners appeared on the list there are some good takeaways from the report. Numbers are up across the board. As usual convenience leads the way but remains unchanged. The biggest jump came in courtesy and helpfulness of staff. What you will be most interested in is that customers’ satisfaction with overall food quality is up despite “ability to provide name brands” is down. This can only be a good thing for our private label brands. As customers realize the quality combined with the savings more and more will move toward your stores to take advantage. Website satisfaction is up a point. It still hovers right around the average with plenty of room to grow. We talk about how important your website is until we are blue in the face. A solid website can set…

2017 online shopping trends - woman at laptop holding phone.

Brick Meets Click – 2017 Online Shopping Forecast

I recently attended a Brick Meets Click webinar sponsored by Unata on the 2017 Online Shopping Forecast. The panel from Unata and Brick Meets Click reviewed their finding from a survey of 500 consumers to understand industry trends and predict what we’ll see in the upcoming year. In 2016 one in five shoppers had an online purchase, that will likely increase to one in three this year. For traditional retailers that can seem worrisome but online shoppers aren’t abandoning stores, their digital purchases are value adds to their typical shopping trip. Additionally, shopping online can create a new type of loyal customer, 80% of online shoppers are repeat consumers. The online shopper spans many demographics and can represent a significant increase in sales for your store. While we expect continued growth in the upcoming year online shopping is still a differentiator and stores offering the service are better poised for success with changing consumer trends. As a differentiator we will see customers willing to change their preferred shopping location to one with online capabilities. As with any new service offering…

A Millennial’s view of online grocery shopping

Online grocery shopping. You’ve been hearing about it for years, yet you haven’t seen it explode in popularity like you’ve been told. I’m starting to be convinced that moment is right around the corner. “I hate grocery shopping,” is a line I commonly hear from friends and family my age. “ I will definitely pay for the convenience of not having to spend time walking through the store.” A good friend lives within walking distance of a local AWG grocery store. Where does he get his groceries? At a Hy-Vee 15 minutes away from his residence. If he wants to pick up groceries on the way home from work, it’s still more than 10 minutes out of the way from his usual commute. He even passes one or two other AWG stores on his way. Why? Because he can shop online and pick up his groceries ready to go at the front door. Before we got married, my wife shopped for groceries when she knew she would be in the area of a store that offers online shopping. It was…

Family leaning on grocery cart in store.

Rosie Announces SNAP Capabilities for Today and for Tomorrow

As online shopping continues to develop it’s important to note what is happening in the industry and with our partner providers. Below is an update from Dave Makar, Marketing Director of Rosie, regarding their work in the SNAP benefit space.   We are excited to announce Rosie’s retailers can now accept payment with SNAP benefits for all pay-at-store transactions. This advancement in eCommerce technology allows your customers to see all SNAP eligible items while shopping and then select SNAP pay-at-store as a payment option. The SNAP program aims to increase food security and reduce hunger by providing children and low-income people access to food, a healthful diet, and nutrition education. Rosie created SNAP payment integration to help retailers serve their communities while remaining competitive. We, along with the USDA’s Food and Nutrition Service (FNS), believe no American should have to go hungry. In addition to pay-at-store transactions, Rosie has been developing the ability to accept online SNAP Payments. Rosie was selected by the USDA to pilot a SNAP/EBT pay-online (for pick-up or delivery) option. This pilot program will be rolled…

Brick meets click - how do online grocery orders compare?

Measuring Success in Online Shopping

2016 was a big year in online shopping. As more and more retailers begin offering this service to their consumers we’re better able to study how it functions and its impact on the industry. Comparing success in a traditional store format with an online offering isn’t apples to apples. Today Brick Meets Click presented their findings from their first Online Shopping Benchmarking Survey. Brick Meets Click surveyed nineteen multichannel (brick & mortar, as well as online) banners across North America to define Key Performance Indicators (KPIs) we can use to better understand stores’ online shopping performance. The KPIs that came out of the study were: Sales Average Transaction Ring SKUs per Transaction Composition of Transactions Distribution of Transactions Share Analysis Department Prevalence Lost Sales Perfect Frequency Lost Sales Source of Lost Sales When working to support and online shopping program it is important to not only understand how your organization performs but also how you can design your operation to better support success in these KPIs. One of the interesting findings is that how long a retailer has been offering…