We know Allison – an online grocery customer. We recall that it was hard to even convince Allison to shop online for her groceries. She wanted her products delivered on time, disliked waiting in line, was annoyed by out of stocks and absolutely hated it when she had to make an extra trip to the store for the products that were not delivered. A few bad experiences are enough to push her to try a different service provider. Allison, however can be persuaded. With a perfect fulfillment experience each time, she can become a fan and an advocate.
We recognize that delivering a perfect post-purchase experience is easier said than done. Stores are unpredictable fulfillment locations. Temporary staff, hard to track inventory, product perishability all make it harder to offer consistent quality. Last mile delivery capabilities are still evolving and far from perfect.
At Nextuple, we have ideated and developed products that help deliver that perfect experience to Allison each time she orders her groceries online. We listen to fulfillment events in real-time, employ predictive analytics and machine learning techniques to alert Grocery Retailers early on actions they can take to mitigate potential customer promise risks.
For instance, a few days back, we alerted a Store Manager of a popular Retailer at the Albertville store that 2 additional pickers are required between 11 AM and 3 PM to avert the potential for late deliveries later in the day. We also messaged Allison to let her know that the expected wait time to pick up her curbside order is 15-20 minutes between 5 and 6 PM, but she can expect to receive her order in less than 5 minutes if she can come in after 6:30 PM.
At Nextuple, we help retailers achieve highest levels of customer engagement and loyalty by applying Data Science to help reshape post purchase experiences.