Head of Insights
12:05 PM Driving the Customer Experience Instore Through Convenience Strategy and Effective Use of Data
It is clear that the supermarket industry is facing heat from online competitors who are underpinned by their price and convenience based strategies. In light of this, Coles is looking at how they can make the shopping experience easier and seamless. The strategy focuses less on ‘razzle dazzle’ and more on how you can give time back to customers. Coupled with this, Coles is making greater use of collected data to enable individual stores to take ownership of the customer experience.
- Making the boring basics easier
- Decentralising data operations to give stores the ability to enact change
- Understanding your customer, what they need from your store and what they enjoy spending time on
- Using data to create a one on one personalisation story