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杂货店路边接送服务的最佳实践

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位于:    engage | Grocery

现在路边捡拾车已经成为 当今杂货消费者的最高期望,杂货零售商必须保持路边体验的脉搏,以提供最好的路边接送服务,并使其品牌与众不同。 

食品杂货行业的竞争一直很激烈,现在零售商正在发现新的方式来为客户提供即食和清淡的食品杂货选择,竞争对手比以往任何时候都多。 

Convenience stores, general merchandise retailers, and even restaurants are now pulling your customers’ grocery dollars away from your basket sizes. So, what do customers want in a grocery store? Everything. Giving your customers all that they need with a seamless, safe, and timely curbside experience can help combat attrition if you prove to be their favorite one-stop shop for all their needs.

Here’s how you can keep grocery consumers coming back to your curb, every time.

Keep your focus on convenience 

Your grocery consumers will be expecting an intuitive, convenient online experience, as well as suggested purchase items to complement the ones they have already selected and even purchased before. Here are some tips for streamlining your online experience as a curbside pickup grocery store:

  • Ensure your brand’s ordering app retains each customer’s purchase history so they can easily re-purchase items they need on a regular basis.
  • Enable your app to suggest complementary items, which will enhance the experience for customers and boost basket size and customer attachment to your brand. This shows that your store cares about covering their every need and making them happy each time they shop with you, boosting long-term customer loyalty.
  • Link your rewards program to the online app, so customers can seamlessly apply rewards they’ve earned to new purchases. 

Keep your eye on the time 

Consumers who use online grocery services expect convenience throughout the entire experience, from online product selection to their bags being safely and carefully loaded to their car by a store associate once they arrive for pickup. 

As curbside pickup gains popularity across shopper demographics, stores will need flexible and responsive teams to handle increases in online orders. Inclement weather, major holidays, and seasonal factors will influence the volume of curbside orders. Store teams may need to accommodate more than double their standard volume on any given day. 

杂货店品牌应考虑提供多个取单渠道,类似于快速休闲餐厅提供多样化取单选择的方式。考虑使用安全的冷却器和干货储物柜,使客户能够通过应用程序或文本将打孔码发送到手机,访问他们的订单。这将使购买保持冷静和安全,同时减少商店员工为希望自己提货和处理购买的消费者向汽车下单的需要。

在过去30年中,我们与世界上一些最著名的杂货零售商密切合作,看到了很多东西。我们知道您的消费者在寻找什么。

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确保客户偏好和订单准确性 

路边客户服务的另一个必要的最佳实践:确保订单准确性并尊重客户的替代偏好。 

客户可能会非常喜欢特定的品牌或商品,这使得他们的最爱准确地列为库存或缺货更加重要。通过应用程序选择他们最喜欢的物品,然后发现一个或多个物品没有库存,这会很快造成忠诚度问题,需要花费时间和精力才能恢复。将您的销售点(POS)系统链接到您的应用程序,以确保库存水平实时更新,这对于避免出现无法获得的物品问题至关重要。 

如果所选商品不可用,客户还应该能够选择其替代偏好。在商店品牌、国家品牌和任何可用品牌之间进行选择,有助于客户在他们想要的商品没有得到满足时感到控制。 

路边捡拾快速胜利

在优化客户的在线和路边体验时,请牢记以下快速成功:

  • 将您的POS系统链接到在线订购应用程序,以确保库存水平实时更新。
  • 主动向客户发送订单状态短信,尤其是如果他们的订单可能会延迟。 
  • Apply a small reward to the customer’s account should a time delay of more than an hour past their pickup time be required.
  • Offer full item selection and real-time stock updates through the app.
  • Connect the customer to their order shortly after arrival to pickup.
  • Offer both store associate delivery to the car and self-service lockers/coolers accessed with a security code for order pickup. Customers should be able to select their preferences when completing their online order to maximize convenience and keep order pickups flowing seamlessly.
  • Reward customer loyalty by applying earned rewards to their future purchases.
  • Also, ask customers in the app if they’d prefer to automatically apply earned rewards to future purchases or save up to earn more significant rewards after spending milestones are achieved ($100, $500, $1000, etc.)

Read more: 3 Pitfalls to Avoid in Grocery Curbside Pickup Service 

Engage with your curbside customers

Second To None’s Engage solution gives your customers a quick and easy way to provide feedback on curbside successes and opportunities. A consistent listening post will ensure your brand stays ahead of the competition and retains maximum basket size, building your base of loyal customers steadily over time.

Learn More About Engage


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