Want to get ahead of your grocery peers? A CEM program can help

Posted on Tuesday, September 4th, 2012

Temkin Group, a leading customer experience research and consulting firm, recently announced the release of its 2012 Temkin Customer Services Ratings that examined customer service ratings of 174 companies across 18 industries. Among the results, it points out that the grocery industry is the only industry that scores a “strong” rating in customer service.

Among Temkin’s top eight ranked customer service leaders, there are some notable grocery brands mentioned:

1.Publix
1. Hy-Vee
1. Credit unions
4. Chick-fil-A
5. H.E.B
5. Sam’s Club
7. Winn-Dixie
8. ShopRite
8. Aldi
8. Starbucks
8. Giant Eagle
8. JCPenney

The grocery industry is an industry that most customers frequent on a regular basis. Grocery stores typically offer a similar range of products and services, so how do they differentiate themselves from their competitors? At Empathica, we believe the true differentiation is superior customer experience. Through our Consumer Insights Panel research, our grocery industry survey revealed that while an overwhelming 97% of consumers reported that they value good customer service at a grocery store, almost half (44%) said that today’s grocery stores aren’t delivering on that expectation.

As a grocer, have you thought about a CEM program? These programs can help to ensure each touch point of your business is tailored to providing customers with the highest level of satisfaction. A well thought out CEM program will also help you identify and prioritize the key paths to loyalty for your customers, providing clear priorities for you to focus on such as cleanliness, speed and convenience.

This entry was posted in Featured Resource How Do I Build Loyalty, Advocacy & Acquire More Customers and assigned these Tags: CEM, customer experience, customer experience insights, customer experience management, customer loyalty, customer satisfaction, customer service, customer surveys, customers, Grocery. Bookmark the permalink