As with so many things, Millennials are making changes and redefining how we think about customer experience. Shopper types have changed and continue to evolve. The relentless rise of on-line continues to shape expectations at store level also. Shoppers and consumers are certainly more educated today and peer reviews play into expectations as well creating fluidity of loyalty. No doubt, exceeding expectations at the point of purchase is key in gaining market share, across all industries. For grocers, the opportunities to continue capture this demographic are rife. Most especially, the HBC (health and beauty care) and GM (general merchandise) categories have so much potential to introduce unique products that appeal.
