Three Unexpected Ways to Win Grocery Customers with the Small Details
August 28, 2012We recently saw a communication from one of our grocery store clients. A store manager received his mystery shopping report and reminded his employees, “Remember, exceptional service is our best weapon. WalMart is right across the street!”
In the war among grocery retailers, competition for new customers remains fierce. Grocery consumers remain store-loyal and non-traditional grocery stores continue to enter the grocery playing field. Giants like Wal-Mart and Target add even more intensity to the competitive mix. Given these challenges, it’s no wonder that many grocery store chains have mystery shopping in their arsenal. For some grocery retailers, mystery shops go beyond
Customer Wait Times: Ideas to Make the Wait More Pleasant
August 19, 2009The Wall Street Journal’s Carl Bialik (“The Numbers Guy”) talked with our own Rob Barry, along with other experts, about the customer view of time spent waiting in line.