The Big Four supermarkets (Tesco, Sainsbury’s, Asda and Morrisons) are having to further enhance their customer experience (CX) and delivery capabilities in response to increased demand for eGrocery services and to prevent Amazon taking further market share, according to Ciaran Bollard, CEO of Kooomo.
Kooomo is a global eCommerce platform, with Bollard revealing his thoughts on the future for high street supermarkets and the implications for local grocers, with eCommerce giants like Amazon having the potential to outperform them in a post-Covid market.
The eGrocery sector has been severely impacted by supply chain disruption and Government safety restrictions, with increasing pressure on retailers and suppliers causing problems for consumers looking to purchase online.
Bollard says if Amazon is able to minimise delays and overcome these pain points before the competition, its existing customers may choose to use it for grocery shopping which could result in complete dominance of the sector.
He said: “The battle for eGrocery supremacy will be determined by two simple words, ‘customer experience’, as the majority of consumers simply desire the most convenient and safest way to do their weekly shop.
“In the reality of a post-COVID world, the only way to secure long term success will be through increased investment in sophisticated eCommerce technologies and integrated supply chain solutions.”
“Technology implementation will be a clear decider on who will win and Amazon is very good at enticing people into their ever-expanding ecosystem thanks to its sophisticated analysis of customer data.
“Traditionally high street supermarkets and local grocers have prioritised serving a local community of customers face-to-face over their online store and delivery capabilities. In the reality of a post-COVID world, the only way to secure long term success will be through increased investment in sophisticated eCommerce technologies and integrated supply chain solutions.
“Supermarkets and local grocers will be able to compete with Amazon if they can remain competitive on price and ensure fast delivery alongside a great online customer experience. Success can be achieved through the implementation of eCommerce platforms and innovations such as Pick and Pack apps to meet increased demand.
“Although they may not have the huge customer base of Amazon, smaller eGrocery retailers may be able to provide a more localised eGrocery experience for customers within their community.”