How Retailers Can Be Customer-Centric to Grow Market Share

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Retailer marketing and merchandising teams must renew their focus on meeting the needs and desires of customers or risk losing market share. A presentation this week at the 2017 National Retail Federation Big Show in New York sponsored by Precima, shows retailers how to invest in the products, promotions and services that matter most to customers.

Titled, Delivering on the Promise of Customer-Centricity and Personalization, the session is presented by Graeme McVie, Vice President & General Manager at Precima; Nikki Baird, Managing Partner at RSR, and Chuck Sample, Vice President, Insights and Analytics, at US Foods. McVie and Baird will report on trends impacting pricing and personalization while Sample will reveal how US Foods successfully realized the promise of personalization across pricing and merchandising.

“Several leading retailers are doubling down on loyalty programs, personalization and other customer-centric tactics that provide a unique experience for the shopper. These companies are analyzing the data collected from shopper behavior to capture a greater share of wallet,” McVie explains. 

A case study will be presented by Sample, demonstrating how US Foods effectively implemented a customer-centric approach across departments and included assortment, pricing, customer marketing and supplier collaboration to win in the marketplace.

US Foods “puts the customer at the center of everything we do,” says Sample.  “We’ve branded our customer-centricity strategy ‘CookBook’.  CookBook powers customer-centric, actionable insights through predictive analytics. These insights allow us to deepen customer relationships.”  CookBook continues to expand as US Foods develops their customer-centricity journey and when fully deployed, US Foods believes it will create more value across all stages of the customer lifecycle.

McVie, Baird and Sample will share their views on keys to success for customer-centricity, which include executive commitment, a customer-centricity roadmap with the appropriate change management and a data and analytical platform to drive an integrated and on-going approach. The benefits to retailers are substantial with leading companies that fully embrace customer-centricity seeing ROIs of 5-8 times by satisfying the needs of shoppers better than the competition.

The Exhibitor Insights Session will be held in Hall A, Room 1A 06, Level 1 Monday, January 16 at 11:30 am.

Note to editors: The presentation from the session is available.

About US Foods

US Foods, Inc. is a large foodservice distributor serving chefs and foodservice operators across the country. Its customers include independent and multi-unit restaurants, healthcare and hospitality entities, government and educational institutions. The company employs approximately 25,000 people in 61 locations nationwide. US Foods is headquartered in Rosemont, Ill.

About RSR

RSR Research provides market intelligence on retailers’ adoption of technology and the evolution of their business processes. RSR provides both technology vendors and retailers with advisory services, benchmark research, and objective coverage on the state of the industry. All of our research is free to the community, as well as our weekly retail news analysis newsletter, Retail Paradox Weekly.

About Precima

Precima is a global retail strategy and analytics company that provides tailored, data-driven solutions to drive sales, boost profitability, and build customer loyalty. Leveraging deep analytics expertise, Precima helps organizations improve their competitive position across all facets of planning and operations from pricing optimization, promotional planning, assortment optimization, targeted marketing, and supplier collaboration. Precima’s head office is located in Toronto, Canada, with global offices in Den Bosch, The Netherlands, Chicago, USA, and London, UK. In 2016, the company was named among the Top 10 Analytics Solution Providers by Retail CIO Outlook.