The pandemic and shopping technology have fueled a massive shift in shopper behavior and customer loyalty has paid the price.

The COVID-19 pandemic changed the game when it comes to grocery retail. With rampant supply chain disruptions and many hesitant to risk their health for in-store shopping, customers have been turning to digital marketplaces like Instacart or AmazonFresh to get goods delivered to their doorstep.

While this has proven convenient for shoppers, it’s been less-than-ideal for brick-and-mortar retailers. By summer of 2020, Instacart had picked-up more than 40% of the online grocery market, with other brands like DoorDash, FreshDirect, and Shipt not too far behind. This meant that less and less people were strolling into their local grocery stores to pick up their favorite products. Instead, they were turning to their third-party digital apps without leaving the couch. In other words, with the growing popularity of third-party delivery apps, customer loyalty to brick-and-mortar grocery stores has, inevitably, decreased.

But not all is lost. There is a way for brick-and-mortar stores to win customers back over and keep them coming back. The key? A grocery loyalty program personalized to the individual shopper. Swiftly can help you make this happen.

Customers want to shop in-store

While third-party apps are certainly popular, 82% of shoppers still say that their most preferred way to grocery shop is in-store, and 94% of people shop in-store at least some of the time. That means that your brick-and-mortar store is still in the competition against big-name third-party apps — if you play your cards right.

And playing your cards right means loyalty programs; loyalty programs are important to customers, as shoppers appreciate the coupons, special offers, and unique perks that come with membership to a grocery store’s loyalty program. Fifty-four percent of customers say if a loyalty program is offered at their favorite grocery store, they are a member, and 63% say these programs impact their decisions about which store to use for their shopping needs.

However, to compete with industry giants and build real customer loyalty, you need to offer more than your standard loyalty plan. Shoppers want loyalty programs defined by personalization and privacy. Swiftly can help you deliver.

A loyalty program, tailored to the shopper

With a Swiftly-powered platform, you can offer a personalized loyalty program that follows the shopper throughout their entire grocery shopping journey, from the pre-purchasing to the purchasing to the post-purchasing stages. When shoppers use your grocery store’s website or mobile app to search for products, create shopping lists, leave reviews, or to navigate for products in-store, you’ll have the data you need to offer personalized coupons, restock updates, ads, and more that deliver the benefits and perks that shoppers really want.

And while you’ll know your shoppers like the back of your hand, their data won’t be shared with anyone else. Your Swiftly-powered digital retail networks will use only first-party data to deliver a personalized loyalty program to your shoppers, ensuring that their privacy is protected from third-party sources.

The bottom line? With a Swiftly-powered digital retail network, you can offer shoppers a personalized shopping experience that builds customer loyalty. Because while third-party delivery apps are definitely convenient, convenience is no match for a grocery store experience that knows and recognizes shoppers’ personal needs and preferences at all stages of the process — without violating their privacy.

Contact Swiftly to learn how you can build your own retail platform & retail media network, with analytics and closed-loop reporting built in.

Now you can leverage your own customer relationships and data to own the shopping experience, creating loyalty and lasting value.

One Platform. One Experience.

Our platform connects retailers and brands to more customers ​where is matters most - in-app and in-store to drive sales.

Contact us to learn more.

Next > Part 4: Taking Back Control

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