Grocery Industry customer obsession cheat guide

Forrester research commissioned by Goodays.

39% of HQ teams and 38% of front line staff have said that they do not listen to the voice of the customer in real-time.

The Grocery landscape has been facing many challenges over the past 5-10 years. From pre-existing conditions, such as digitalisation and e-commerce, to the COVID-19 crisis and a crowded market, customers have a lot of alternatives to choose from when a brand doesn't meet their expectations. 

So how do you differentiate yourself from the competition and succeed in the long term? There is only one answer: adopt a customer-obsessed approach business-wide.