Omni-channel. Multi-channel. Convergence. Continuous Commerce. Whatever you call it, the seamless integration of end-to-end experiences across multiple channels to delight customers is the prize, and the biggest untapped opportunity lies with online grocery. A multi-channel solution to online grocery shopping, synched to the rhythms of daily activity, is the best way to play a more meaningful and valuable role in customers’ lives. To view the video on YouTube: https://www.youtube.com/watch?v=MQYSMk5TXNM

1. Redefining
Online
Grocery

2. Everything we know about how people buy groceries is changing.

3. Online grocery sales reached
$6.5 billion dollars last year.
That’s just 1.2% of today’s market.
Source:
IbisWorld/Brick
Meets
Click
h"p://www.internetretailer.com/2014/03/14/delivery-­‐cost-­‐holds-­‐back-­‐occasional-­‐online-­‐grocery-­‐shoppers

4. In ten years, online shopping will
account for 17% of all grocery sales.
Supermarkets MUST look to the future.
Source:
IbisWorld/Brick
Meets
Click
h"p://www.internetretailer.com/2014/03/14/delivery-­‐cost-­‐holds-­‐back-­‐occasional-­‐online-­‐grocery-­‐shoppers

5. If a grocery store could provide an experience that makes the
daily routine easier, more convenient and more ENJOYABLE,
people would continue buying from that store.
Source:
Synqera
h"p://synqera.com/blog/u-­‐s-­‐retail-­‐survey-­‐reveals-­‐93-­‐u-­‐s-­‐consumers-­‐loyal-­‐brick-­‐mortar-­‐retailers-­‐sales-­‐frequently-­‐purchased-­‐items/

6. Imagine if shoppers got reminders from the grocery store
about special offers and possible savings…

7. …and recommendations based on their shopping habits.

8. If they were able to review freshness ratings…

9. …and were given the option to pick-up in store
to save time and money.

10. What if shoppers within the same household
were notified at the start of a shared grocery list
allowing them to add items?

11. Now imagine allowing shoppers to ask you questions,
and sending them special recipes and ideas.

12. And letting them redeem coupons as they check out online.

13. When they choose to pick up their groceries,
their pick-up time is confirmed. And when they arrive
at the store, they receive MORE special offers.

14. After shoppers receive their groceries, they can
subscribe to regular items, making their lives even easier.

15. In today’s competitive market, a grocer must delight the
customer AND anticipate what the customer needs.

16. 80% of future revenue comes from
just 20% of existing customers.
Just a 5% increase in customer retention
can increase profitability by 75%.
Source:
Gartner
h"p://www.forbes.com/sites/alexlawrence/2012/11/01/five-­‐customer-­‐retenFon-­‐Fps-­‐for-­‐entrepreneurs/
Source:
Bain
and
Co.
h"p://www.forbes.com/sites/alexlawrence/2012/11/01/five-­‐customer-­‐retenFon-­‐Fps-­‐for-­‐entrepreneurs/

17. By strengthening your bond with actively loyal customers,
you will be able to play a more meaningful role in their daily lives.

18. The time to
get started is now.

19. @OgilvyOne @SalmonLtd
For more information contact:
Nick Fuller nicholas.fuller@ogilvy.com
Martin Girdlestone mgirdlestone@salmon.com