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Customer experience (CX) trends in the food and specialty retail sector
The revival of food and specialized distribution
Consumers’ buying habits are changing drastically. They are limiting their travels and now preferring local supermarkets. The shift of non-food purchases to e-commerce and specialized superstores is reinforcing the disaffection of hypermarkets. For these outlets, the erosion of sales is sometimes coupled with a drop in profitability.
Non-vehicular city dwellers or consumers concerned about adopting a more eco-responsible behavior are demanding stores on a human scale, closer to their homes. These addresses offer everything that can be found on the Internet, but also more environmentally friendly products (local, organic, bulk …): all delivered to the home in record time.
PRESENCE’s support for each stage
of your CX transformation
Understanding and satisfying these new requirements to build customer loyalty will ensure the success of a retail chain.
As a customer experience specialist, PRESENCE accompanies food and specialty retailers step by step in their transformation.
Case study: a major player
in the food retail industry
A major food retailer, popular with consumers, has trusted us since 2014 to help it manage the customer experience in its stores.
To begin with, it set up a “mystery customer” barometer to detect and correct recurring malfunctions and to raise the quality of service delivered by its teams in the field: gradually acquired welcome reflexes, then increasingly systematic commercial responsiveness.
As the needs of the company were rapidly evolving towards a “0 defect” concept, the “physical” criteria to be observed became denser, in addition to the “relational” criteria evaluated by the mystery shopper.
We therefore proposed to evolve the methodology in order to respond to the new problematic. On the one hand, the mystery shopper to evaluate the “relational” and even emotional criteria, in order to raise the level of requirement and thus the satisfaction of the customers. On the other hand, the operational audit to evaluate the “physical” criteria corresponding to a 0 defect strategy.
The results are there because the teams have a better vision of their “customer experience”
objectives and the indicators are constantly improving!