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Podcast: Why the loss in customer loyalty?

Inflation and the boom of ecommerce are the perfect storm … and are causing consumers to shop around


According to research by Incisiv, in collaboration with The Food Industry Association (FMI) and in partnership with Loyal Guru, 74% of grocers believe digital shopping has made customers less loyal.

That is a troubling stat, especially during the high heat of inflation where price has become critical. The report, “Shopper Loyalty in the Digital Age,” looks at the importance of offering a seamless omnichannel experience for shoppers to foster loyalty, including providing a well-designed digital platform, integrating with digital channels, and offering personalized experiences.

Key take-aways from the report include:

  • 74% of grocers believe that digital shopping has made shoppers less loyal
  • 88% believe that a poor third-party experience negatively impacts shopper loyalty
  • 76% of grocers believe that a poor web and mobile experience reduces shopper loyalty

Supermarket News Senior Editor Bill Wilson talked with Doug Baker, vice president, Industry Relations at FMI, about digital’s takeover among consumers as well as what grocers can do to bring the customer loyalty back to where it was before the technology takeover.

Take a listen.

Have a pitch for the podcast? Contact SN Executive Editor Chloe Riley at [email protected], or reach out and say hi on LinkedIn. Thanks for listening.
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