IN OUR OPINION

For the past year and a half, the grocery industry has embraced Efficient Consumer Response as a way to bolster its competitive position. While ECR is necessary to become more competitive, it is not enough. We propose that a critical area of retailer focus should be maintaining and increasing customer loyalty. Just how important are loyal customers? Research by the Center for Retail Management at

For the past year and a half, the grocery industry has embraced Efficient Consumer Response as a way to bolster its competitive position. While ECR is necessary to become more competitive, it is not enough. We propose that a critical area of retailer focus should be maintaining and increasing customer loyalty. Just how important are loyal customers? Research by the Center for Retail Management at Northwestern University on A.C. Nielsen panel data shows how much loyal customers contribute at f

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