Today, the e-commerce market promises a significant offer for grocers as sales are shooting off the roof at over 13% annual increment, according to Kanta Worldpanel data.
Also, statistics from Kanta Worldpanel states that online grocery transactions are likely to grow to up to ten times the in-store sales in the next four years, reaching over $100 billion before 2023. Even with the promising trends, grocery retailers still have the chance to expand their horizon into the e-commerce space.
According to a presentation by IGD at the Grocery shop conference held in 2018, online grocery only has about 2% of the United States shopping activities. Retailers must work really hard to attract new shoppers, and increase the multi-shopping rate for first-time customers.
To fully utilize the journey, retailers must deep-research on how to integrate their digital offering to meet the needs of customers.
This digital offering includes options that swiftly deliver a product to consumers. The complicated task of fulfilling these promises is to incorporate several behind-the-scene strategies to provide shoppers with an easy and Swift experience ranging from grocery selection to delivery.
Retailers who put their heart at getting these fundamental processes achieved will have their business experience excellent growth and positive turnaround while building a reputation.
According to Mercato, an online grocery store, the following pillars will guide retailers in the process of creating a successful grocery delivery business.
Ist pillar: Incorporation
While most retailers have already integrated technological advancement like e-commerce grocery apps to skyrocket their sales, incorporation still remains the key.
Complicated or out-of-date systems that lack connection and infrequent communication can cause an operational setback, resulting in loss of revenue.
An incorporative approach will blend areas with weak connections. A few of the areas includes series of data sets (shoppers, products, and associates), third-party systems (coupons and loyalty), business processes/workflow, and everyone involved in the operational activities of the business.
2nd pillar- Analysis
Keeping track of shopper’s key data can help acquire imperative information, which can be significantly beneficial for competition analysis.
To utilize data for a more comprehensive view of shoppers, a retailer should create a digital platform that encourages e-commerce transactions and allows them to keep track of the data, enabling customer relationship control.
The retailer should then utilize the transactional data, strictly using every single data to the customer’s advantage and service delivery. They should continuously update this data and improve the overall customer’s experience.
3rd pillar- Organization
To ensure that the team, products, and processes are perfectly working to offer a satisfactory customer experience, it’s imperative to organize and perfect all sections of the grocery e-commerce operation.
It’s critical to gain trust and operations from different levels of the organization, from frontline managers to associates, cashiers, operations and logistics and head office. Any department flaking up with late assembly, packing, processing, and driving must be made to blend into the hardworking spirit. Of course, this involves hard work, but approaching the Job at hand strategically can make a huge difference in customer loyalty.
Investing in-store associate is a very good way to land more customers.
Even with the modern day increasingly love for digital engagement, statistics indicate that the human touch still plays a crucial role. This is more important in services like click and collects.
An empowering employee can help deliver excellent service to shoppers by:
Creating a solid communication with employees as they’d do with a customer
Engage them in productive conversations through their preferred medium. Provide complete and concise information as regards to the sales target, company goals, and the individual role of employees to overall success.
Equipping employee with the right tool to do a good job
These include sharing mobile devices among staffs to complete a transaction or for inventory searches
Organizing an up-to-date training
It’s important to provide accurate and up-to-date training and support.
Investing in the digital world
Incorporating AI-inspired digital solutions allows an employee the chance to cooperate quickly and effectively with shoppers and stakeholders.
As far as e-commerce grocery is concerned, there’s no shortcut to an effective strategy. Inculcating the right strategies that aim at an excellent grocery purchase experience from order to delivery is the only way to go.