Tribal Summit Group Membership Meeting May 17, How to Improve the C-Store Customer Experience

Size: px

Start display at page:

Download "Tribal Summit Group Membership Meeting May 17, How to Improve the C-Store Customer Experience"

Alicia Stokes
5 years ago
Views:

1 Tribal Summit Group Membership Meeting May 17, 2018 How to Improve the C-Store Customer Experience

2 Tammy Rozga, C-Store Consultant

3 Understand The C-Store Customer Agenda Adjust to Meet Customer Needs Tactics to Drive Repeat Trips Strategies to Increase Basket Size

4 Understand The C-Store Customer

5 Customers Today - Working Longer Hours - On The Go - Seeking Value - Want Fast Friendly Service - Require One Stop Shopping Understand The C-Store Customer

6 Worth Worth $1.4 Trillion $600 Billion Annual Spend By Annual Spend 2020 Millennials Are Core To Our Business

7 # of Smartphone Users in the United States (in millions) Million Customers Are Digitally Connected

8 Fastest Growing C-Store Categories Include: Fresh Food & Beverage Hot Food Deli Coffee Fountain Customers Demand Fresh Food Frozen Beverage Growth Rate of 27%!

9 Key Learning Meet the Customer Where They Are at Today!

10 Adjust To Meet Customer Needs

11 Know Your Trade Area & Demographic Commuter vs. Residential Traffic Freeway Access Local Ethnicity/ Age/ Gender/ Income Tourism/ Beaches Local Colleges Competition C-Stores Drug Chains QSR s Dollar Stores

12 C-Store News reports that Constellation Sales +7.6% Q with Modelo being a driving force! Client s Store Competitor s Store Know Your Competition Los Angeles Demographic is 50% Hispanic! Competitor s Store Client s Store Sold 100 Units in 1 st Month Sold 120 Units in 1 st Month

13 Know Your Numbers! Invest In a Back Office System Using Your Store Level Sales Data Allows You to Make Quality Inventory Decisions Sales Increase 3.2% Reduce Inventory Carrying Costs Price Book Capabilities drive up Margins Inventory Sales Sales Customer Demand Customer Demand

Slow-Sellers Dead Items Use Data Order to Maintain In-Stocks

14 Use Your BOS Data Sort By: Department Sub-Department Individual UPC/ Items Day/Week/Month Quickly Identify Top-Sellers Mid-Sellers Slow-Sellers Dead Items Use Data Order to Maintain In-Stocks Merchandise Leveraging Space-to-Sales Delete Dead Items to Reinvest in Top Sellers

15 Cooler Sales Contribute 30-35% of Total Inside Sales! Leverage Vendor Relationships Align Your Vision!

16 C-Store Average Cooler In-stock Rate 84.7% Zenput aggregated Mystery Shop Data from 38,298 mystery shops between 1/1/15 and 10/8/15

17 Take Ownership

18 Take Ownership Front Face Displays Re-Stock Inventory Ensure Product is Priced Display Promotional Signage

19 Key Learning Take Ownership of Your Business; Success Depends on You!

20 Tactics To Drive Repeat Trips

21 Loyalty Programs Tactic #1

22 Customer Loyalty Program Advantages Customer Retention Increased Customer Satisfaction Garnering Insights Increased Revenue Loyalty Programs

23 Loyalty Programs Come In Many Forms

24 You Can Do It! Develop Your Own Branding & Loyalty Program

25 Fresh Food Tactic #2

26 The Perfect Storm With soda and cigarette sales continuing to fall, and the margins on gas staying very low, convenience stores are turning to food to replace the lost revenue. Food sales are an opportunity for them, said Frank Beard, an analyst for GasBuddy and NACS Daily contributor. It s a perfect storm of factors. Source: NACS Daily C-Stores Appeal to Health-Conscious Consumers January 17, 2018