What's Required to Deliver Exceptional Grocery Ecomm Experiences?


How can operational excellence enhance the overall online grocery-shopping experience and strengthen satisfaction measures? An upcoming webinar held by Transformational Retail Technologies Inc. (TRT) will explain best practices for delivering on these points.

"Excellence in Online Grocery: Operational Best Practices Deliver Superior Ecommerce Experiences," for which Progressive Grocer will serve as exclusive media sponsor, will take place Oct. 25 at 12 p.m. EST. It will be moderated by Todd Michaud, president and CEO of Auburn, Calif.-based TRT, who will focus on where and how retailers can better drive what customers expect.

“As ecommerce becomes a greater portion of total grocery volume, the need to deliver a great user experience after an order is placed becomes magnified,” he said.

“We’ve documented the strong correlation that exists between delivering an exceptional experience and increasing a customer’s likelihood to use an ecommerce service again,” said David Bishop, partner at Barrington, Ill.-based consultancy Brick Meets Click. “While this is a fairly intuitive finding, our research quantifies how execution impacts further behavior, which I’ll discuss during the event.”

As demonstrated by Jeremy Neren’s experience as CEO and cofounder of Madison, Wis.-based ecommerce solutions provider GrocerKey, it’s clear that success for grocers depends on much more than simply operating a well-functioning ecommerce user interface.

“GrocerKey partners with several leading grocers around the U.S., and we understand that making it easy to build a cart with 40-plus items is key, but so is delivering that order on time and as accurately as possible” Neren said. “The challenges are compounded when you offer click-and-collect and delivery out of a brick-and-mortar retail environment – which is typically not optimized for ecommerce fulfillment.”

Along with Bishop and Neren, Matthew Gutermuth will participate in the event, sharing his perspectives on the topic as former CEO of Safeway.com, as will Clint Woodman, president of Janesville, Wis.-based Woodman’s Markets, who will discuss insights and learning based on a case study with GrocerKey.

Click here to register for the 60-minute session.

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