November 2025
Intermediate to advanced
6 pages
17m
English
Content preview from How Grocery Retail Innovations Change Customer Behavior
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How Grocery Retail
Innovations Change
Customer Behavior
Research into new in-store amenities, digital shopping formats, and partnerships
reveals their unexpected costs and benefits.
By Stanley Frederick W.T. Lim
Grocery retailers are racing to reinvent the customer
experience. As omnichannel shopping becomes the
norm — with 90% of consumers now purchasing food
through both online and oine channels — grocers are
deploying new tactics to attract shoppers, build loyalty,
and drive protability. But do these customer experi-
ence investments actually pay o?
My research partners and I examined three specic
tactics that grocers ...
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