Placing the customers’ needs at the center of the overall business strategy is critical for success in the retail industry today. Satisfied customers are more likely to return to a brand’s web site and store, and often are willing to share their positive experiences with family, friends and peers.
Redner’s Marketshas found success by focusing on improving the online customer experience. Within the past year, in a partnership with Grocery Shopping Network (GSN), a provider of digital shopper planning and marketing tools, Redner’s Markets has doubled its online user base. Redner’s Markets is an employee-owned grocery retailer operating 42 warehouse markets and 17 convenience stores throughout eastern Delaware, Maryland and Pennsylvania.
Redner’s shoppers are using a number of capabilities offered by the GSN solution, including: interactive ads, coupons, a list feature and a meal planner. Redner’s also added a mobile app to allow customers use the new online tools as they shop in-store.
The collaboration between Redner’s Markets and GSN focused specifically on improving the online experience. “(Prior to partnering with GSN) we had an active web presence but wanted to bring our customer experience to the next level by offering a site that would be a destination,” said Eric B. White, Consumer Communications Specialist for Redner’s Markets “With the interactive ads, recipes and shopping list functions, to name a few, our customers are able to utilize our site in a myriad of ways.”
White noted that the upgraded site experience has been well-received by shoppers. “Customers have been enthusiastic about the many different interactions the site now offers. They appreciate the site functions which can be used prior to and during the shopping visit, as well as the ability to integrate site services into meal preparation and their overall lifestyle.”
“As the digital marketing landscape continues to evolve, shoppers have more choices than ever,” added Robert Krajeski, President of GSN. “Cutting through the clutter is a distinct challenge in this environment and data-driven marketing solutions are enabling retailers to engage shoppers in a meaningful way that increases value for the shopper. Our ROI based digital shopper marketing platform assists retailers in driving in-store and digital traffic while providing shoppers with a tool to manage and customize their shopping experience.”