Chargebacks911 CEO Monica Eaton shares her thoughts on customer retention in the grocery space in a new feature for Grocery Trader.
Grocery Trader is the bi-monthly magazine for the UK grocery industry. It’s distributed in both printed and digital formats to named senior buyers and trading directors within the UK supermarkets, co-ops and convenience store chains and other key grocery organizations, including buying groups.
In the piece, Monica emphasizes the importance of return customer rate (RCR) as a key performance indicator for grocers. “Navigating a physical store or the brand’s app must be intuitive — if they can’t find what they want, they’ll become frustrated, and you run the risk of losing the customer to a competitor,” she says.
Monica also speaks tot the value of operational data, and how it can be leveraged as part of a larger strategy. “Overall, a strategic approach is required to build loyalty and significantly increase turning first-time buyers into repeat customers,” she says.
