Himalaya: Listen. Learn. Grow.
Digital Grocer Podcast
This week’s episode, we’re talking about the coronavirus and grocery delivery, and are joined by Guy Bloch, CEO of leading logistics delivery orchestration platform, Bringg.
With the spread of the coronavirus (COVID-19) outbreak, grocers across all banners are seeing a massive influx in sales, especially through online delivery orders.
Sylvain notes, "I'm watching these sales go online and kind of rapidly increasing in terms of size of the basket, frequency of the orders. And then we were asked to increase the number of time slots for delivery and for pickup. And you start to really think through as volume increases the complexities of orchestration, and if you're doing delivery, the number of delivery providers you may have that can get into really, really interesting science route optimization determining where the driver is, if there's going to be an affected refund because somebody didn't want something in their order or just returning the order in general."
So how should grocers approach delivery? Guy stresses the importance of:
Starting small, and scaling up delivery programs
Owning your delivery program and;
Communicating with your shoppers
“Grocers need to ensure that they have the right communication and processes in place to provide full transparency to their customers. From when the order is being picked to the substitution management, that when it leaves the stores, until it arrives at the customers. And when the customer wants to return a damaged or unwanted item, if that experience is not smooth, you fall back again into that 84% of customers that will not forgive you."
Listen to the full podcast to learn more about the coronavirus and grocery delivery, why grocers should own their delivery experience and what grocery CEOs should do today to ensure future success.
Enjoyed this podcast? Then you might like these resources:
Blog Post: Surrounded: Growing threats to traditional Grocery Retail Industry, featuring Brittain Ladd
Blog Post: COVID-19 and grocery retail: what grocers can do right now