Stay updated
Latest Posts
2014 Trends Accenture Added Sugar Aldi Allergens AmazonFresh Applications ArchGrants Aspartame Attributes Big Data Big Show Buyergraphics Calories Catalina CEO Cholesterol CIO Click and Collect CMO Collaboration Coupons Cultivation Capital Customer Analytics Customer Loyalty Customer Service Dannon Data Analytics Delivery Digital e-commerce Email Entreprenuer excel ninjas FDA Fiber Food Label Food Rating System FoodEssentials Frozen Foods Gluten GMA GMO GRAS Grocery Hackathon Health & Wellness Health Driven Transparency Hiring Hy-vee IIndustry Watch Industry Industry Watch Infographic Ingredients Innovation Investing Investmidwest IRi Item-level analytics ITEN Kale LabelAPI Labeling LabelINSIGHT Launchcode Lean Cuisine Locally Grown Program Lowest Price Guarantee Loyalty Manthan Systems Medhelp Meijer Midwest Mobile Mobile Payments National Grocers Association National Retail Federation Natural Natural Sugars Nestle new label Nutrient Density Nutrient-Specific-Taxes Nutrition Nutrition Label One to One Marketing Online Shopping Organic Partnership for a Healthier America PDEI PepsiCo Personal Product Score Personalized PHOs PlanetRetail Power Greens Preservatives Price Freeze Produce Product Data Enabled Innovation Re-Branding Registered Dietitian Regulation Retail Dietitian Roundy's Safeway Saint Louis Schnucks Shopper Branding ShopRite Showrooming Simply Social Network Soda Sodium Sprouts Farmers Markets Square Stanford Studies Sugars SupermarketGuru Sustainability Sustainable Seafood Swag Sweeteners SXSW Target Team Three Ways to Save Times and Trends Tips for app developers Total Fat Trader Joe's Trans Fat UPC USDA Walmart Weight Watchers Weis Markets Whole Foods Yogurt

 

LabelAPI for Developers logo

LabelINSIGHT for Industry Logo

Our mission is to make vast amounts of food label data accessible to brands, developers as well as government entities, while keeping it simple to analyze.” - Anton Xavier, CEO

 


 

Stay updated:

This form does not yet contain any fields.
    Friday
    Jan182013

    Customer Service as a cure for Showrooming

    Finally, a study has come up that points to some data that strongly fits with something that we've long believed here at FoodEssentials, which is that one of the main causes of showrooming is bad customer service.  

    Showrooming - buying products online whilst or after checking them out inside the store is one of the larger trends that has been on retailers minds for some time now.  Traditionally the argument has been made that people were driven to showrooming for price savings.  And although this may be true to some degree it never really fit with our experience.  

    We surveyed our team and found that for most people, although price was at times the reason for online purchases, most often or not it was because of the 'convenience' and the ability to not have to deal with a certain customer experience.

    The study, produced by the Kellogg Center for Global Marketing Practice, draws some facinating conculsions, such as the fact that 59% of of participating shoppers reported that they had experienced poor or average service in the store.  Or even more interstingly that 40% of respondents had not initially intended to purchase online but were driven to do so after poor customer service.

    If these numbers prove to be true they seem to indicate that the online experience is not only trumping on price but also in experience - people prefer the convenience and experience online than being in store with poor to average customer experiences.  

    The fact of the matter is that when we interact with people we prefer the experience to be positive.  If it's not going to be and there's an alternative we'll take the alternative each time.

    Now although this relates more immediately to big ticket items where there's a better price, a single purchase, and lots of info online; it's not going to be long before it also relates to grocery.  Look at the work Amazon is already doing in drawing in customers to purchase regular provisions online such as shampoo etc.  

    The great news is that grocers are in the business of serving communities and most are presently exploring new ways to leverage technology to augment their customer service, which we think is the best thing they could possibly be doing at this time.

     

    PrintView Printer Friendly Version

    EmailEmail Article to Friend

    References (4)

    References allow you to track sources for this article, as well as articles that were written in response to this article.
    • Response
      Response: sms lånet
      FoodEssentials - Blog - Customer Service as a cure for Showrooming
    • Response
      Response: Fred
      I think customer service is a great responsiblity one should take it seriously.
    • Response
      FoodEssentials - Blog - Customer Service as a cure for Showrooming
    • Response
      FoodEssentials - Blog - Customer Service as a cure for Showrooming

    Reader Comments (1)

    Very exciting site. I can't wait for more!

    April 29, 2013 | Unregistered CommenterLive Music

    PostPost a New Comment

    Enter your information below to add a new comment.

    My response is on my own website »
    Author Email (optional):
    Author URL (optional):
    Post:
     
    Some HTML allowed: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <code> <em> <i> <strike> <strong>
    « FoodEssentials and ITEN | Main | Gluten Free Shopping Scanner »