Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Consumers still seeking deals on grocery shopping

Most look out for coupons, coupon codes and deals

The survey of more than 6,200 value-seeking consumers also found that, although most consumers (82%) typically use coupons for their routine, weekly grocery shopping trip, nearly half (47%) do so for their fill-in shopping trips as well.

With the increasing popularity of e-commerce, 13% of respondents say they are buying more grocery items online and having them delivered to their homes compared one year before. This percentage jumps for both fathers (23%) and Hispanics (20%). While another 12% of respondents say they are buying more grocery items online and picking them up in-store, Millennials and Millennial parents are embracing this approach even more, at 20 and 22% respectively.

As a result, retailers have an opportunity to capture even more of these online grocery shoppers, as nearly half (48%) of all respondents and 70% of Millennial parents agreed they would be more likely to shop for groceries online if they could use more coupons. And, while online grocery shopping is an emerging trend, 57% of consumers said grocery item availability - perhaps due to both selection and the ability to satisfy an immediate need - makes them more likely to go into a physical store to shop over online channels.

Meal kits represent another opportunity, the survey suggested. More than one-third (36%) of respondents and more than a half (52%) of Millennial parents said they would be interested in trying a grocer's meal kit if offered at a store near them. Additionally, most consumers (82%) said they would be more interested in trying a meal kit from a grocery retailer if they offered a coupon for it.

According to the survey, shoppers are more likely to buy from a grocery retailer that:

• Rewards their loyalty with personalised offers or discounts (83%, and 86% for both mothers and Millennials).
• Makes them feel like a valued customer (67%).
• Safeguards and protects their privacy and personal information (58%, and 61% for Baby Boomers).
• Provides a consistent experience no matter where or how they interact (54%).

"Consumers have more options than ever before when it comes to how they purchase groceries. Whether they shop online, in-store, use a delivery or pick-up service, or prepare meal kits at home, it's critical for grocery retailers to consider shopper preferences," explained Curtis Tingle, Chief Marketing Officer for Valassis. "Consumers want deals, convenience and a personalised experience, and grocers that can deliver on these increasing customer demands will win them over and gain their loyalty."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)