Great customer experience is your retention

Understand the business you’re in to create one.

Many don’t understand what business they are in.

For example, grocery retail is not in the food business.

Grocery retail was in the convenience business — and still is.

It’s a platform that facilitates vendors in displaying their products, making it easy for consumers to shop for food nearby.

Imagine having to walk or drive “far” to a farm to get your produce and meat!

But what business should grocery retail be in today?

Or at least in the near future?

If I were in the grocery retail business:

I’d focus on creating great experiences for my customers
Not through online shopping or doorstep delivery.
I’d build a health and wellness experience for them —
Not just by selling healthy or organic food.

It’s about guiding them to healthy life, not just marketing to them.

(How? That’s another story.)

This vision has been visiting me from time to time for a year.

Look at the stats and facts…

- Health and wellness is not a signal.
- It’s valued at approximately $1.8 trillion
- 80% of millennials prioritize health in food choices.

Understand what you do and align with a broader cultural movement.

P.S. Have you tried cutting junk and sugar? How’s that going for you?

Thanks for reading,

Ahmed

Neostrateje if you want to score how well you solve business problems and deliver outcomes.