2. The 6 Main findings
3. A small but important channel
4. The importance of converting existing instore shoppers to omnichannel
5. Driving customer loyalty
6. Increased customer spend
Shopping habits and behaviours are in the midst of great change and the pandemic has without a doubt, fuelled more customers than usual to switch online or compliment their in-store visit with online purchases, and these customers are here to stay. Whilst we see about half of shoppers abandoning the online channel after just one purchase online, those who remain engaged spend more and become more loyal.
This paper seeks to carry out a deep-dive into the data of our participating grocery retail partners to see; through the eyes of the customer, what challenges and opportunities grocery e-comm poses now and in the future. Additionally, this insight paper seeks to re-enforce the importance of de-averaging your customer-base, allowing you to sharpen your proposition and plug investment where it will garner the greatest return.