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How Food Retailers are Engaging Shoppers with Digital
 

How Food Retailers are Engaging Shoppers with Digital

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Customers are rebalancing their grocery shopping to do more online but are not abandoning the store and this is creating a need for food retailers to offer more digital connections.

Customers are rebalancing their grocery shopping to do more online but are not abandoning the store and this is creating a need for food retailers to offer more digital connections.

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    How Food Retailers are Engaging Shoppers with Digital How Food Retailers are Engaging Shoppers with Digital Presentation Transcript

    • How Food Retailers are Engaging Shoppers with Digital Presented by Bill Bishop August 20, 2013
    • What We Believe Customers are rebalancing their shopping to do more online but not abandon the store and this is creating a need for retailers to offer more digital connections.
    • About the Surveys 45,000 Shoppers 10 Retail Banners
    • Top On Shopper Wish List “Time your digital circular to let me get the value.” “Save me some planning time.” Make it quicker to find items in the store.
    • Three Key Questions Why you need strong digital relationships? Where else do your customers search? How can you help customers plan their shopping?
    • 80% 53% 15% 18% 5% 29% Shop This Store Going Online “There is a Gap” How likely are shoppers to recommend (% of Total Shoppers) Promoter Passive Detractor WHY YOU NEED STRONG DIGITAL RELATIONSHIPS
    • WHY YOU NEED STRONG DIGITAL RELATIONSHIPS NEXT STEPS Get your customers’ reactions Identify and fix vulnerabilities Take advantage of competitors’ vulnerabilities
    • Are Shoppers Engaging?
    • What you can do: • Find out what your shoppers want, but isn’t available on your site. • Ensure the site is mobile friendly. • Look for partnerships.
    • WHERE ELSE DO YOUR CUSTOMERS SEARCH
    • WHERE ELSE DO YOUR CUSTOMERS SEARCH NEXT STEPS Find out more about why Decide if you want to provide it Look for partnerships
    • Are Shoppers Engaging? 33% 74% 92% 0% 20% 40% 60% 80% 100% Minimum Average Maximum Email (% of Shoppers Receiving Emails from the Retailer)
    • What you can do: • Make sure your emails are mobile friendly. • Find ways to increase open rates. • Be sure that the timing of your emails is right for your customers.
    • Are Shoppers Engaging?
    • What you can do: • Use it for feedback if you’re ready to act on the feedback. • Alert shoppers to events and promotions. • Make it an integral part of your customer service.
    • 18% 23% 49% 59% 70% Go to websites Plan a menu Clip coupons Check the pantry Look at circulars Go Beyond the Circular Planning Activities (% of Shoppers) HOW CAN YOU HELP CUSTOMERS PLAN THEIR SHOPPING
    • HOW CAN YOU HELP CUSTOMERS PLAN THEIR SHOPPING NEXT STEPS Start to think like an online retailer Make it easier to build lists Highlight promotions on what they buy
    • Are Shoppers Engaging? 8% 11% 13% 0% 2% 4% 6% 8% 10% 12% 14% Minimum Average Maximum Some Buy Groceries Online (% of Shoppers Buying Online in the Past 30 days)
    • Online Retailers Where Produce is the Lead
    • What you can do: • Put more emphasis on requests for items. • Determine if there are services available to offer your customers online ordering. • Evaluate offering your own online ordering service for stop pickup.
    • Keep Up with What’s Happening You can turn to Brick Meets Click to always get clear, commercial-free guidance on how digital is impacting the shopping experience and what you can do to build your business. Bill Bishop Chief Architect Brick Meets Click Bill.bishop@brickmeetsclick.com www.brickmeetsclick.com