Gain the Edge You Need Now by Putting Your Customers First
It hasn’t been an easy stretch for convenience retailers. With fuel and tobacco sales declining, major shifts in consumer shopping patterns, supply chain disruptions causing continuous out-of-stocks, high employee turnover, and systems challenges hamstringing digital transformation, it’s hard for leaders to know what issues to tackle first.
Focus your entire organization on the one thing that matters most – your customers.
The most customer-centric convenience retailers are the most dialed into their customers’ preferences and the best at consistently delighting them across touchpoints. Even with trips decreasing and margins shrinking, when your people, systems, processes, and data work in sync with enhanced efficiency, you can engage and win customers and stay profitable doing it.
With Impact 21’s customer-first business transformation approach, you will:
Define an organizational-wide vision and a strategic roadmap that moves you closer to a customer-first model with every step.
Benefit from cross-functional solutions built on first-hand operational experience in convenience retail.
Optimize margins and control costs.
Establish a sustainable business model capable of flexing with evolving customer needs.
Success Story: Transforming Loyalty Programs for Greater Customer Engagement
Learn more about our practices:
Business & Technology Alignment
Align Business Functions Around a Common Roadmap to Drive Profitability
In growing and complex businesses, it’s easy for different departments to develop competing priorities and ultimately work against instead of with each other. But retailers that put customers at the center of their universe create a shared focus for the entire organization to rally around. See how customer centricity unites people, systems, processes, and data to deliver a unified customer experience that ensures sustainable and profitable growth.
Technology & Innovation
Maximize Technology to Drive Business and Delight Customers
Modern retailers are more dependent on IT strategy and solutions than ever. As customer experience differentiator, efficiency driver, and conduit for business intelligence, technology fills multiple critical rolls. And it takes a solution-neutral approach to ensure you are building, buying, and optimizing the right business systems to gain an edge in each area.
Category Management & Foodservice
Sell What Makes You Invaluable
You put products on your shelves not just to make sales, but also to make connections. Your category management strategy, merchandising approach, and fresh food programs are some of your most valuable tools you have for delighting your customers and differentiating your brand. Learn how to keep customers coming in and coming back, and how to optimize your sales performance and profits in the process.
Customer Strategy & Experience
Connect More Deeply and More Profitably with More Customers
Marketing initiatives and loyalty programs are essential tools for demonstrating your insight into your customers’ wants and needs. By taking a holistic approach to digital customer marketing that begins with better data and ensures consistency across touchpoints, you create relevant, authentic messaging and offers that build your brand and boost your sales. And you invite customers to engage in more meaningful ways across channels.
Keep Your Business Transformation on Track
When you’re short on people, bandwidth, and/or skills, advancing customer-centric strategy can feel like an impossible task. Impact 21 makes it easy to stay focused on what matters by streamlining and simplifying access to the right human resources. From leadership, to IT, to day-to-day operations, our staff augmentation services deliver the expertise you need to get your critical work done.
Impact 21 has helped leading convenience retailers move toward a successful customer-first approach.
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