Winning in the Omni-Grocery World

The forecasted growth of online grocery sales is decelerating, prompting grocers to enhance customer experiences while improving online channel profitability. Grocers should know their customers and the value they provide, utilizing this insight for personalized, consistent, and seamless brand experiences. Tactics to boost margins include lower cost pickup services, collaboration with third-party delivery providers, and retail media for offsetting online service costs. Improving the customer experience is vital for online business growth, particularly ensuring product availability and condition. Future online growth will depend on a differentiated customer experience combining technology, insight, and operational excellence to stimulate repeat purchases.

Mark Fairhurst

Chief Growth Officer, Mercatus