Introduction
With major players like Walmart, Tesco, Lotte Shopping, Kmart, and Tesco, the supermarket industry has a market size of USD 0.98 trillion as of 2024. This figure is expected to touch USD 1.16 trillion in 2029.
Source: Global Supermarket Market
The largest market for the supermarket industry is considered to be Europe. A supermarket houses various food, drinks, and household products and serves as a self-service store. Supermarkets have also evolved as door-to-door delivery platforms offering maximum utility to consumers. They have started using innovative solutions to elevate the customer experience, both online and offline.
Whether it is self-checkout systems in offline stores or multiple payment options in online settings, the supermarket industry has personified convenience and quick shopping features. With all these technological advancements, customer expectations are also increasing with each passing day, and they are looking for an omnichannel experience. That becomes a challenge for supermarkets as creating a consistent marketing strategy for all channels is difficult.
That being said, let’s discuss all the obstacles supermarkets face in creating an omnichannel experience.
1. Intense competition from already-established peers
Supermarkets have to endure intense competition from online retailers such as Amazon and Walmart. As these players have well-established technology and logistics, people choose to buy from them instead of the newcomers.
2. Inventory management and synchronization
For a successful omnichannel strategy, keep the inventory information updated across all channels. Unless you have efficient inventory management systems, you won’t be able to fulfill the customer orders effectively.
3. Last-mile delivery and logistics
Owing to the perishable nature of groceries and the need for cold storage, delivering groceries has lower profit margins. Due to traffic issues in urban areas, it is daunting to ensure timely and accurate deliveries.
4. Integration of systems
POS, eCommerce platforms, and inventory management software have to be integrated seamlessly. Besides, it is a concern to protect customer data. The initial investment in technology and the ongoing maintenance costs are also substantial. If you don’t have all these systems in place, it would be a nightmare to deliver omnichannel experiences.
5. Data analysis and personalization
Building an omnichannel strategy is all about delivering consistent communications across every channel and touchpoint. So, you should tailor the shopping experience to individual preferences through data analysis and personalization.
How Krish Created Memorable Digital Experiences for Grandiose Supermarket
About Grandiose and Its Challenges Before Joining Hands With Krish
Grandiose is a grocery retailer in the Emirates that deals with premium quality food items. It has best-in-class service with fresh products, quick delivery, and the most affordable rates. They contacted Krish to offer simplified and compelling experiences to their customers throughout the Emirates.
They were looking for new implementations and developing smooth operations. The customers at Grandiose were facing product discovery issues and needing help with traditional UI/UX. Their website and app performance could have been better. They also had poor server and technical infrastructure. Customers could not customize the products because of inadequate technical functionalities.
Initial Steps
As Grandiose wanted to elevate its digital experiences while managing a vast product catalog with its existing platform, the experts at Krish thoroughly analyzed their website and mobile application, which hampered their performance. Accordingly, they formulated a strategy to deliver a coherent experience across digital platforms.
Strategizing for an Omnichannel Experience
Firstly, we started with a Magento version upgrade. Then, we crafted visually attractive and interactive product page designs to make shopping a breeze for the customers. It helped them find their product easily, along with the necessary information about the redemption offers.
Next comes the search experience. eCommerce experts at Krish employed a custom solution of the search module Klevu and loyalty program Zinrelo APIs. We also created feature-rich mobile applications and revamped their UI/UX with the help of GraphQL APIs. As a result, the backend user can create their app home page by using the Mobile App Dashboard builder. We also organized 3rd party integrations and customizations that made the Grandiose website strong enough to manage maximum visitors.
The Outcome
The newly developed, future-proof application resulted in a 70% improvement in the performance of the Grandiose webstore. The 1-2 seconds load helped increase new customers by 50%. Additionally, the fresh UI/UX reduced the bounce rates by 70%, and session duration rates improved by 50%. Overall, Grandiose is experiencing an average order value of 60% and a huge conversion rate of 70%.
Wrapping Up
Supermarkets are all about creating a delightful shopping experience for all the customers. An omnichannel strategy is the key to delivering such experiences. It will not only build customer loyalty but also drive sales. Implementing an omnichannel strategy is no longer a trend but a necessity to stay ahead of the competition. By focusing on customer satisfaction, leveraging technology, and optimizing operations, supermarkets can create an omnichannel shopping experience that benefits customers and businesses.
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Digital transformation expert and trusted advisor to global brands. With a career dedicated to navigating tech's evolution, she's led successful initiatives, driving businesses into the ecommerce future. Beyond the boardroom, she finds solace in mountain retreats, cherishing moments of inspiration with a bowl of Maggi. Whether crafting strategies or exploring new heights, Shruti's journey exemplifies innovation, resilience, and a zest for life's adventures.
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