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Online and digital grocery sales are hardly a new concept, however, the industry is seeing significant growth, with online sales growing by nearly 35% in the CPG industry last year, highlighting a fast-growing segment in an otherwise slow-growth industry.
Personalization continues to be a top priority for marketers, however, many are struggling to implement the strategy in an intelligent and scalable way. Research reveals that 31% of consumers say they wish their shopping experience was far more personalized than it currently is and only 22% of shoppers are satisfied with the level of personalization they currently receive.
As the competition for customer attention and brand loyalty escalates, consumers must decide what content is worth engaging with. In today’s highly dynamic and interactive business environment, the role of “customer engagement” in co-creating interactive customer experiences and value is receiving widespread attention from business practitioners and academics alike. It is suggested that customer engagement represents a strategic imperative for generating enhanced corporate performance, including sales growth, superior competitive advantage and profitability. The rationale being that engaged customers play a key role in viral marketing activity by providing referrals and/or recommendations for specific products, services and/or brands to others.
The brand experience is arguably the most valuable aspect of customer engagement today. The ability to win consumers over and activate sales through incredible brand experiences is integral to the success of businesses today. By creating experiences that matter and are shareable brands can attract and engage customers over a long period of time. For example, 98% of consumers create digital or social content at events and experiences and 100% share the content. Additionally, 72% of consumers say friends’ posts about branded experiences makes them more likely to purchase from said brand.