A number of recent studies have shown consumers are cutting back on their grocery shopping in light of the weak economy. The trend suggests stores may need to optimize sales, and one of the best ways to do this is by improving customer service and experience through comprehensive research strategies.
However, a survey released this week by management service Empathica found a significant portion of U.S. and Canadian consumers believe customer service is lacking in grocery stores. Specifically, 44 percent of respondents reported grocery stores are failing to meet their service expectations, while as many as 97 percent claimed they value good customer service.
"It's important for grocery stores and supermarkets to focus on developing excellent customer experiences today," said Brian Jones, vice president of grocery and consumer packaged goods at Empathica. "Experiences are what differentiate one retailer from the next. Understanding the key elements of the experience that drive loyalty can give a supermarket the edge, enabling them to build out better offerings."
Retail sales have begun to note slower growth in recent months, reflecting the overall slowdown in the economy. Businesses in this sector should make sure to adopt marketing and research strategies that take advantage of each and every potential sale.