Retailers are leaving money on the table by not being more customer-centric. Shoppers want personalized experiences based on their data including loyalty programs, relevant coupons, and associates who can access their information. Adopting customer-centric practices could increase gross sales by 1-4% for retailers, which could mean $80 million annually for a $2 billion grocer. However, retailers face challenges like ensuring their strategy focuses on customers, shifting organizational mindsets, improving infrastructure, removing silos, and incorporating customers into their strategy. The journey to customer centricity can happen in under a year and see impacts.

1. CUSTOMER
CENTRICITY
RETAILERS ARE LEAVING
MONEY ON THE TABLE

2. CUSTOMER
CENTRICITY
SHOPPERS WANT NEW
RETAIL PRACTICES BASED ON
1

3. 80%
WANT PERSONAL DATA TO
DECIDE PRODUCT AND SERVICE
OFFERINGS AT RETAILERS

4. 94%
WANT A LOYALTY CARD OR APP
WITH THE ABILITY TO EARN AND
REDEEM POINTS

5. 92% WANT RELEVANT COUPONS
AFTER THEY SHOP

6. 94%
WANT TECHNOLOGY ENABLED
ASSOCIATES WHO CAN CHECK
INFORMATION AS NEEDED

7. 2
HUGE
OPPORTUNITIES WITH ADOPTING
CUSTOMER CENTRICITY ARE

8. 1-4%
WITH CUSTOMER
CENTRICITY, THERE IS A
INCREASE IN GROSS SALES

9. $80 MILLION
FOR A $2 BILLION
GROCER, THIS MEANS
IN ADDITIONAL SALES

10. 3
FIVECHALLENGES RETAILERS NEED TO
OVERCOME TO ACHIEVE
CUSTOMER CENTRICITY

11. STRATEGY OR BRAND
PROPOSITION ISN’T
FOCUSED ON A
CUSTOMER-CENTRIC
APPROACH
#1

12. A SHIFT IN
ORGANIZATIONAL
MINDSET IS
NECESSARY FOR
ADOPTION
#2

13. INTERNAL-
OPERATIONAL
INFRASTRUCTURE
IS REQUIRED
#3

14. REMOVING
OPERATIONAL SILOS
TO ALLOW CROSS-
ORGANIZATIONAL
ALIGNMENT AROUND
THE CUSTOMER
#4

15. DIFFICULTIES
INCORPORATING THE
CUSTOMER INTO
STRATEGY
#5

16. 4
CLOSERTHAN YOU THINK
THE JOURNEY TOWARDS
CUSTOMER CENTRICITY IS

17. <1 YEAR
WE KNOW IT TAKES
TO SEE IMPACT

18. SUBSCRIBE TO
LOYALTYONE INSIDER
STAY CONNECTED
loyalty.com/subscribe