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CX Solutions for the Grocery and Drug Industry

Consumers shop at your stores on a regular basis. Competition for those consumer dollars has become intense, with pressure from convenience stores and mass retailers feeding into the mix. Brand promise and differentiation—whether it be low price, product selection, the cashier and bagging experience, or departmental service—is critical to your success in earning the loyalty of every customer, growing same-store sales and increasing household spend.

See how Market Force can help you deliver on both brand promise and differentiation.

Invaluable Insight

Market Force helps you focus your in-store measurement programs so that you get insight at the department level. You can measure experience in your staffed (and high margin) departments like deli, seafood, meat and bakery focusing on staff courtesy and product knowledge. You can measure whether your aisle pricing is visible and accurate. And you can ensure that your customers have a friendly, efficient check-out experience with merchandise appropriately bagged.

Our solutions will help you get insight for every location and every department.  

Optimize Customer Loyalty

Customers provide feedback to you across multiple listening posts, including customer experience surveys, social media, and contact center. Each gives you a different view into both your brand's performance and that of every location. Market Force provides solutions for each of these grocery customer feedback channels surveys—and puts all of the information in one place on our KnowledgeForce® Platform. No more spreadsheeting, no more scrambling to find information. It's all in one place. 

Our grocery solutions focus on obtaining actionable data at the location and department level. We know that grocers have unique needs, like integrating loyalty card information with customer feedback to understand how you serve your most valued customers vs. your occasional customers. We know you have click-and-collect experiences and mobile apps.

We consider all of this and more when designing customer experience surveys and measurement solutions that help you win the customer loyalty game. 

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Engage your employees

Grocers face unique challenges in managing their employees. Employees who don't show up for work create chaos on the floor. Sloppy bagging, staff who point to an aisle rather than walking a customer to an item, inefficient line management, or a butcher who can't explain meat cuts all contribute to poor customer experiences and make your brand vulnerable to competitive threats. How can you ensure that your employees are champions for your brand? 

⇒ Check out this case study that shows how important staff interaction is to the customer experience.

Market Force provides employee engagement surveys to measure what matters most to employees. We connect those drivers of the employee experience to the ones that most impact customer experience. We can help you monetize investments in your employees by seeing the relationship to lower absentee and turnover rates, increased customer loyalty, and increased household spend. That comprehensive picture will help you prioritize your investments in employee training. Dollar for dollar, what matters most? 

The 2024 Grocery Panel Study results are now available!

Find out how consumers feel about their grocery shopping experiences. 

ACCESS GROCERY RESULTS
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To discuss your needs for improving performance for your multi-location brand, give us a call.

We’d be happy to discuss best practices for measuring the customer experience and compliance to brand standards, using analytics to understand what matters most and the ROI for change, and technology solutions that integrate large quantities of data on one single platform. We look forward to a great discussion!

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