Friday, July 1, 2016

New study: choice of supermarket not driven by low prices

Friday July 1st 2016
New study: choice of supermarket not driven by low prices
A new study has found that product availability and a convenient location are the two most influential factors when it comes to where UK shoppers choose to buy their groceries.
According to Nielsen’s Global Retail-Growth Strategies Survey, which polled more than 30,000 online respondents in 61 countries, 55% of UK shoppers said the products they wanted regularly in stock as being the most “highly influential” factor when choosing where they shopped. This was followed by a convenient location and good value for money.
In the UK having the lowest prices ranked just sixth in terms of high influence, and was less of a factor in the UK than globally and across Europe.
“These findings are good news for supermarkets as it demonstrates the opportunities to take a broader, more strategic view about their offer and not to be so focused on price, which can often be a short term reaction to competitive pressure,” said Nielsen’s UK head of retailer and business insight Mike Watkins. “For instance, four-in-10 British consumers agree grocery shopping is a chore that they try to spend as little time on as possible, thus, supermarkets need to pay more attention to the convenient and speedy experience that shoppers crave.”
As shopping habits change and the role of stores evolves, the survey also addressed what extra in-store services would be most likely to help grocery retailers entice consumers in.
Among additional services currently available in-store, petrol stations were used by 48% of shoppers where the service was available. Other widely used services included pharmacies, postal services and prepared food services.
Watkins added: “Supermarkets should consider the opportunity to provide extra services that help shoppers make the shopping trip compelling and convenient, such as financial services, dry cleaning, links to the local community and click-and-collect for online shopping. Forecourts also have the potential to be successful in this regard by attracting new footfall using food-on-the-go. The common theme across all channels is the need to provide convenient services that appeal to the time-poor consumer.”

Tools for Modern Retail

Locally's guest post for the Mann Group's monthly newsletter

Posted by Mark Strella and Mike Massey on Jun 17, 2016

Our company, Locally, was founded in 2013 by a group of retailers, reps and marketers because technology was changing everything about our businesses. Consumers were glued to their computers, phones and tablets, beginning their product research journey online. This led to an increasing disconnection between “I want this product,” and “Bob’s Outdoors five minutes down the road has it.” And while a few huge sites were able to capitalize on this changing behavior, virtually all other retailers were struggling to adapt. A few were trying to run an ecommerce store, but that was an unprofitable option for all but the savviest, most dedicated companies.
It’s no secret that the internet and the rise of e-commerce disrupted everything and threatened to collapse a well–established system. Amazon now accounts for close to half of all internet sales. Online sales grow 9% a year. Nearly every shopper performs some to all of their product research online. But still, the vast majority of product inventory is invisible to online shoppers and almost all sales in the US are still happening in local stores.
Our company knows that there is a kind of shopper out there that we don’t talk enough about:the online-to-offline shopper. This shopper researches products on the internet, but for a variety of reasons—immediacy, or a desire get the right fit the first time, or an aversion to the hassles of dealing with shipping and returns, or in steadfast support of their local economy, or maybe all of the above—they choose to make their purchase in a local brick-and-mortar.
In 2015, Deloitte’s annual Holiday survey found that while 52% of shoppers planned on the dreaded “showrooming” (looking at an item in store and then buying it online), 69% of shoppers planned to “webroom,” or research online and then go into a store. This was the first year that webrooming was higher than showrooming. As proof of this emerging trend, today over 40% of sales on HomeDepot.com are for “Pay Online, Pick Up In Store.”
There is a gaping opportunity for brands and retailers to take advantage of this clear signal and better serve the shopper of 2016 by broadcasting inventory across the the entire internet, not just closed silos, and enabling the consumer to choose the best option that will work for them; walk into a local shop, order from a website, shop in a marketplace, use a tool to reserve a product in a store, or maybe some combination of those.
Have you ever wondered why old theaters have “Air Conditioning” in big, bold letters across the front of their building? In 1925, a game-changing innovation for many businesses was—you guessed it—air conditioning. One of the most visible groups of proactive business people to quickly understand the competitive advantage it provides was theater owners. Those who were quick to adapt thrived, and those who dragged their feet, well… would you go to a movie theater without air conditioning?
Just like theater owners, retailers will either see this shift in consumer behavior as a problem or an opportunity. Stores that adapt and pursue a strategy that gets their inventory information in front of online shoppers will reap the benefits of more patronage. Retailers that fail to discern the clear message that shoppers are sending are putting themselves in substantial jeopardy.
We’re also convinced that in the world of wholesale-retail relationships, all of us need to be working back to partnerships and sales channel harmony.
While most brands effectively acquire online shoppers to their brand, 98-99% of those shoppers leave a website without making any type of transaction. Typically, many shoppers will visit the brand’s dealer locator, signaling a clear purchase preference. Unfortunately most brands currently have no effective way of guiding a shopper any further than to a store’s address and are therefore neglecting to facilitate a shopping behavior that is increasingly in demand. Brands that see incorporating local inventory into their digital efforts as an opportunity to enhance their consumer experience, lock in sales, and strengthen their relationships with dealers stand to benefit greatly.
Try to think of a brand that offers no local support and you will find an extreme exception. Even Apple was quick to recognize this consumer trend, despite selling billions of dollars of merchandise online. Those who fail facilitate this experience in lieu of short-term goals risk what we liken to “colony collapse.”
Once specialty stores are no longer able to successfully market or sell a particular brand, you become highly susceptible to losing a key distribution channel that is critical for building enthusiasm for your products. Once that happens, only the rarest brands will continue to see sales growth, online or off. And when a key channel is no longer competitive, or you hand the primary customer relationship over to a few large retailers, it won’t take long before you are pinched.
Locally spends every waking hour thinking about how to best bring this experience to shoppers. While there are many firms out there thinking about this, we approach the process from a deep understanding of the wholesale-retail relationship and developed a comprehensive platform to achieve these goals.
We power Product Locators for a rapidly growing list of major, premium brand websites, such as Thule.com, OspreyPacks.com and ToadandCo.com. We power Dealer Locators for brands like Brooks Running, Simms Fishing and Mountain Hardwear that allow a shopper to digitally browse the inventory at nearby dealers. Our new Event Locator helps brands add a powerful online component to product releases, events and more. We power drop-in tools called Locally Pages and Locally Pages for Facebook to allow any retailer to easily broadcast their stock on their own websites and their social media pages in minutes. And our own site, Locally.com, is a growing marketplace for what’s in stock nearby; it’s earning hundreds of thousands of first-page search results to intercept online shoppers on search engines and send them to stores.
At the heart of Locally is a single, free inventory feed for a retailer, designed to be so simple that a retailer of nearly any level of technical sophistication can easily incorporate it into their business. With a growing list of Point of Sale System partnerships providing plug-in-and-play integrations for leading systems like RICS, Ascend, Lightspeed and more, some retailers can be live and broadcasting inventory throughout our ecosystem in minutes.
And the platform grows weekly. This month’s release of our Locally AI (“Actionable Insights”) platform will gather all of the data we collect in over 320 cities in the US and Canada about what products shoppers are looking for and present it to participating brands and retailers to help optimize what retailers stock, marketing and more. And there’s no end to what we can accomplish together. We receive good ideas from retailers and brands daily—our biggest challenge is keeping up.

Optimizing Omnichannel

New York grocer reaches out to customers


With 15 regional stores, New York-based Fairway Market needs to compete with larger rivals on quality of experience.
 
To that end, Fairway has deployed the omnichannel retail platform from Index to help better communicate with customers and provide an optimal experience across various touchpoints. The platform includes secure in-store payment solutions that offer processing flexibility and are compliant with EMV and P2PE protocols. Fairway can also accept a variety of tender types, including Apple Pay and Android Pay.
 
The retailer is also able to use customer payment cards as unique identifiers and captures line-item data to build an account for every shopper, unified across stores and online. Leveraging this unified customer database and intelligent Index algorithms, Fairway can measure same-customer sales and deliver personalized experiences across channels.
 
Additionally, Index software seamlessly enables customers to opt-in for e-receipts, loyalty and personalized marketing directly on the PIN pad at checkout.
 
“Since implementation, Index has supplied a secure transmission of data and reduced our gateway cost by 35%,” said Maureen Minard, CIO of Fairway Market. “Having the ability to reach our customers in a new way will move us towards increased customer interaction.”
 
Especially considering Fairway recently came out of Chapter 11 bankruptcy protection, the retailer needs to obtain every competitive edge it can. A 15-store chain will never be able to consistently offer the lowest prices or best assortment, but can offer customers a highly personalized, convenient and seamless shopping experience.

Why Some of Instagram's Most Popular Food Accounts Are Fleeing to Snapchat

 #Foodporn is coming to your snaps 
Foodies are testing Snapchat's real-time posts. Sources: Julieskitchen, EatingNYC, Snapchat
Instagram's long-awaited algorithm has finally started rolling out, and food influencers and sites that built their brands on the Facebook-owned app are already feeling the squeeze and moving to Snapchat.
Food photography—think pictures of perfectly-styled plates and overhead shots of meals—has long been one of the most popular categories on Instagram. Now that Instagram is stepping up its advertising and video efforts (the platform claims that it has more than 200,000 monthly advertisers) creators that have amassed large and active followers are having a tougher time standing out.
"As Instagram has really slowed down the last four months or so, you can just see what's happened on that platform and it's obviously changing a lot," said Andrew Steinthal, co-founder of The Infatuation, a restaurant review site that's heavily leaned on Instagram to build a following since launching in 2009.
"Our entire audience is on Snapchat now—it's the most reactive social network that we have. You can just see the impact on Snapchat and feel it right away right now. People are so deep into Snapchat and reacting to it."
Steinthal said that The Infatuation has been on Snapchat for about a year, but has only recently started ramping up its social content for the app. Unlike its work on Instagram that has relied heavily on user-generated photos, Snapchat is proving to be a more laborious platform.
"It's so much work to populate a Snapchat account with good content," Steinthal said. "Whereas on Instagram, you can populate with really good user-generated content, Snapchat is all original. To be good at Snapchat is hard and takes a lot of planning, execution and coordination."
For example, The Infatuation built a following on Instagram several years ago by encouraging foodies to tag their posts with the popular hashtag #EEEEEATS. More than 3.3 million Instagram posts have now been tagged with the #EEEEEATS hashtag, and The Infatuation is now working on creating similar viral tactics on Snapchat.
Revenue is moving to Snapchat for The Infatuation, too. The site has created sponsored Snapchat stories for brands including Budweiser and American Express, and it will launch a campaign for Nestlé's chocolate brand Damak at an event in New York this week.
As part of its Pride Day campaign last week, The Infatuation partnered with American Express for an event at New York restaurant The Spotted Pig, creating location-based Snapchat filters that attendees could add to their photos.
"For the most part, if you're buying a package from us, there's going to be a Snapchat story included," Steinthal said.
New York-based account Devour Power also usually throws sponsored Snaps into ad packages. "Say a restaurant wants to gain exposure and contacts us—we then reply with different packages we offer and we'll go in and snap the experience so our followers can have an idea [about] what the place and food is like on top of seeing the photo on Instagram," said Rebecca West, who runs the account with Greg Remmy.
Alexa Mehraban, who runs the popular EatingNYC Instagram account, regularly tags her Instagram posts with her Snapchat account and encourages her 199,000 fans to follow her on there. "The platform provides so much more depth than Instagram," she said, particularly for off-the-cuff and behind-the-scenes content that shows her fans her personality rather than just photos and videos of food.
Branded content is a slippery slope on Snapchat though. Mehraban said the app is "still a pretty grey area" in terms of abiding to the Federal Trade Commission's guidelines that require influencers to disclose and label content as sponsored when they are paid by a brand.
Mehraban said when she works with brands to create Instagram content, there's typically a contract and legal forms included, but she hasn't worked with advertisers on Snapchat yet.
That's not to say that brands aren't able to plug their products through influencers' Snapchat accounts though. In lieu of running a full-blown campaign on Instagram, Mehraban sometimes offers brands a bit of product placement in her snaps.
"A lot of times people want to send things for delivery and to be featured on Instagram—that's something that I don't always want to do because for me it takes a lot of time," Mehraban said. "I'll say to them, 'I'll be happy to feature it on Snapchat if you want some kind of promotion.' Brands are usually fine with that. It's a lot of trial and error and seeing what works."
Jackie Gebel, who counts 189,000 followers through the No Leftovers Food & TravelInstagram account, has also worked brands' products into her Snapchat stories without doing a formal campaign.
"If a brand wants to send products for a post, I can't say yes to everybody because it's too much branded content and I don't do much sponsored content anyway," she said. "I cook a lot on Snapchat way more than I do cooking stuff on Instagram, so I'll show the ingredients that I'm using."
Gebel added that she doesn't know how many followers she has on Snapchat, but said that she's averaging a little over 5,000 views per story.
"I spend more of my time contributing content to Snapchat than Instagram," Gebel said. "I have way more followers on Instagram, but I think it's so much more personal. People who watch my Snapchat stories aren't just followers—they're really engaging with me and care about what I'm doing in my day-to-day life."

UPS adding lockers for shipment pick-ups

Century-old Woodman's expanding suburban reach

  • Woodman's opened its Carpentersville location in 2004, and is now making a bigger push into the suburbs with proposed stores in Buffalo Grove and Lakemoor.
     Woodman's opened its Carpentersville location in 2004, and is now making a bigger push into the suburbs with proposed stores in Buffalo Grove and Lakemoor.
    Rick West | Staff Photographer

  • Produce sits on pallets at Woodman's grocery store in Carpentersville. It's a no-frills environment that keeps prices low, experts say.
     Produce sits on pallets at Woodman's grocery store in Carpentersville. It's a no-frills environment that keeps prices low, experts say.
    Rick West | Staff Photographer
Since its humble beginnings nearly a century ago in Janesville, Wisconsin, Woodman's Food Market has been a family business.
But with the roughly 100,000 items that now fill each of its stores' shelves -- dozens of varieties of ketchup, peanut butter and potato chips alone -- you might call it a mega mom-and-pop operation.
Woodman's Kenosha location is believed to be the largest grocery store in the nation at 252,345 square feet, and the company has proposed opening two more stores in the suburbs that are nearly as big.
Stores announced this year for Buffalo Grove and Lakemoor represent the Wisconsin company's continued expansion south of the border into the Chicago-area grocery market, where they hope to compete for the increasingly coveted suburban food shopper's dollar.
"It's an operation that is designed to move a lot of product and to do it at extremely aggressive price points," said Jim Hertel, senior vice president of Willard Bishop, a Long Grove-based grocery retail consultant. "You give up some things as a shopper there -- it's not a high-frills environment -- but if what you're looking for is an opportunity to save fairly significantly on your grocery bill, it's definitely an operation you should try."
Woodman's offers long aisles of frozen and refrigerated foods, in addition to nearly two dozen aisles of dry and packaged goods.
  Woodman's offers long aisles of frozen and refrigerated foods, in addition to nearly two dozen aisles of dry and packaged goods. - Rick West | Staff Photographer
Shoppers who load up their carts at the grocer's existing suburban locations in Carpentersville and North Aurora already are familiar with the Woodman's experience: Aisles and aisles of packaged goods, refrigerated and frozen foods, and produce -- available 24 hours a day, seven days a week.
An attached liquor store is open most of the day, and on the way home, drivers can fuel up at the store's gas station, which also offers carwashes and oil changes.
Woodman's estimated weekly sales of about $1.5 million are on par with a successful Whole Foods, but nearly four times that of conventional grocers, according to Hertel.
Multiple registers stand at the ready at Woodman's in Carpentersville. Moving lots of inventory on a large scale has proved to be a winning strategy for the company, according to one consultant.
  Multiple registers stand at the ready at Woodman's in Carpentersville. Moving lots of inventory on a large scale has proved to be a winning strategy for the company, according to one consultant. - Rick West | Staff Photographer
With more than $1 billion in annual sales at 16 stores in Wisconsin and Illinois, what makes the company so successful?
For one, Woodman's saves money by refusing to accept credit cards -- thus avoiding costly processing fees. And labor costs are lower because the company's 3,000-plus employees aren't unionized. The company has been 100 percent employee-owned since 1998, with 30 percent of the company owned by Woodman family members.
Hertel says the sheer size of Woodman's stores and the amount of inventory going in and out also helps drive its profitability.
"Would you rather have a fast nickel or a slow dime? Fast nickels generally win," Hertel said. "So many different competitors have to work hard to stand out these days, but Woodman's does it. They've carved themselves a very successful niche."
A trip to Woodman's means a lot of brand-name choices for shoppers. This is the bread and bakery area of the Carpentersville store.
  A trip to Woodman's means a lot of brand-name choices for shoppers. This is the bread and bakery area of the Carpentersville store. - Rick West | Staff Photographer
Woodman's didn't start building its superstores until the late 1970s when it completed a 90,000-square-foot store in Madison, Wisconsin. Then came even bigger stores of 125,000 square feet in the 1980s.
The prototype store now is 240,000 square feet, which is the proposed size for the locations in Buffalo Grove and Lakemoor. Of that, 140,000 square feet is for the grocery store itself, while the remainder is a warehouse to store dry goods, as well as other items in freezers and coolers.
Bret Backus, Woodman's vice president of real estate, told Buffalo Grove trustees last week the company is committed to staying for the long run.
"In terms of a corporate citizen, what you're getting from us is an investment in the community," as opposed to a store where, "at the end of 15 or 20 years we could move to a different community," Backus said. "We have closed one grocery store in our almost 100-year history, and that was to move to a larger facility."
The Buffalo Grove location, on the northwest corner of Milwaukee Avenue and Deerfield Parkway, is targeted for completion during the late summer or early fall of 2018.
The Lakemoor location, on the southwest corner of Routes 120 and 12, isn't a done deal. A lawsuit filed by three taxing bodies against the village regarding the legality of a special financing district remains unsettled. And officials say there are flooding issues that make the site difficult and expensive to develop. Nonetheless, Woodman's officials say they're still interested in the location.
Buffalo Grove's village board approved a sales tax sharing agreement last week with Woodman's -- a deal that promises to rebate up to $7 million over 20 years. Woodman's is paying $4 million for off-site roadway and intersection improvements, including street widening, more turning lanes and a center median.
Sales tax incentives were also approved when Woodman's came to North Aurora in 2007 ($5.2 million over 15 years) and Carpentersville ($1 million) in 2004.
A shopper wheels down the wide aisles of the soft drink section of Woodman's grocery store in Carpentersville.
  A shopper wheels down the wide aisles of the soft drink section of Woodman's grocery store in Carpentersville. - Rick West | Staff Photographer
"It's something that we are earning," Backus said at last week's Buffalo Grove village board meeting. "We don't look at it as something that's being gifted to us. It's not corporate charity. It's something where we're coming in and making an investment in Buffalo Grove."
Municipalities have been content to ink the deals because of the promised sales tax revenue for their coffers -- even after rebating some of it back -- as well as the additional economic development that results when a Woodman's comes to town.
In North Aurora, Woodman's has generated an average of $900,000 worth of sales taxes in each of the last three years. Of that amount, Woodman's gets back half, per terms of its agreement with the village.
"It is a draw well outside North Aurora," said Village Administrator Steve Bosco. "The only way you can explain the amount of sales they do is consider this is a town of just under 17,000 residents."
Buffalo Grove officials estimate the Woodman's project and other expected nearby development could generate as much as $25 million in new revenue for the village in more than 20 years.