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Loyal Guru

Industry Perspectives

Shopper Loyalty in the Digital Age: Hard to Win, Easy to Lose

Q1, 2023

The grocery industry has undergone significant changes due to the rapid growth of digital sales, which have reshaped shopper behavior. As a result, shopper loyalty has become a critical aspect of grocers' businesses, with 71% seeing it as a key focus area at the C-level. However, grocers face significant hurdles in digitizing their loyalty programs, with cost and technology being the main impediments.

This report highlights the critical importance of shopper loyalty in the grocery industry and provides insights into the challenges grocers face in digitizing their loyalty programs to meet the demands of the digital age. Download the report to gain a comprehensive understanding of the state of shopper loyalty in grocery and learn how grocers can transform their loyalty programs to meet the evolving needs of their customers.

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As consumers continue to reshape their expectations,

enterprises must contend with a uniquely challenging landscape.

The consumer technology landscape is forever changing.

From Pinterest to TikTok, WeChat to Instagram, new experiences can rapidly gain consumer adoption and relevance.

Consumer, Technology, Incisiv

From augmented reality to voice, smartwatches to chatbots, consumers are constantly embracing new interaction paradigms.

Commoditized convenience is eroding loyalty and margin.

Consumers expect convenience. If you can't deliver it, they'll go elsewhere - e.g. next day shipping becoming the new standard.

Walmart will reportedly lose USD 1 billion on eCommerce revenue of USD 21 billion this year as it faces challenges in its bid to complete against Amazon – from trouble integrating its DNVB acquisitions to impact on margin from its next-day delivery operations.

Consumers value experiences that are curated to fit their lives better.

They want to engage, be served, and transact at their time, their pace, their place. They have little patience, infinite choice and the freedom to swipe left at the slightest hint of friction.

Consumer, Experience, Incisiv

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