Blog

  • The impact of COVID-19 on summer travel + how c-stores should adjust

    Katie Cofer | Jun 24, 2020
    Despite the pandemic drastically altering most summer vacations this year, 58% of consumers still plan to travel over the Independence Day weekend. To get a better idea of what those travel plans look like and what customers expect of brands, we collected feedback from more than 7,600 consumers. Here are the top themes we uncovered.
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  • How COVID-19 is impacting consumer behavior in the restaurant industry

    Paul Tiedt | Apr 7, 2020
    Like you, we’re adjusting to a new normal, where all interactions—from collaborating with co-workers to purchasing products—are being fundamentally transformed.
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  • Adjust your XM strategy to align with these 5 shifting consumer trends

    Paul Tiedt | Apr 1, 2020
    Industries across the board are having to prove their agility to keep up with the ever-evolving needs and expectations of customers during the COVID-19 pandemic. In such uncertain times, it's the brands that remain responsive and adaptive that will win customer loyalty and stay ahead of the curve.
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  • What 1,300 consumers told us about their Black Friday plans

    Derrick Cline | Nov 14, 2019
    The holiday shopping season starts earlier each year, so we got a jumpstart on how consumers planned to shop this upcoming Black Friday weekend. We turned to our market intelligence tool BrandGeek®—the fastest, most accurate source of behavioral data linked to customer feedback in real time—and uncovered these key findings...
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  • 4 competitive benchmarks to help you rise to the top of your industry

    Jen Grimes | Sep 26, 2019
    Some say you shouldn’t compare yourself to others. This may be true in your personal life, but when it comes to your business, if you don’t know where you stand, how can you begin to get better?
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  • Any way you slice it, every customer touchpoint impacts brand loyalty

    Derrick Cline | Aug 15, 2019
    People love pizza. So much so, the average American eats 23 pounds of it every year. And while third-party delivery continues to disrupt the restaurant industry as a whole, many pizza lovers still opt to get their pies the old-fashioned way
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  • Premium, standard, or value—which grocery segment is winning in CX?

    Derrick Cline | Jul 2, 2019
    Food and beverage consumer behaviors are rapidly evolving. Disruptions like the rise of online meal kit subscriptions, the expansion of convenience store offerings, and the increased usage of third-party delivery are changing the way people get their food—and no one is feeling the impact quite like the grocery industry.
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  • Two thumbs up? How movie-goers rate their experience during blockbuster weekends

    Derrick Cline | May 21, 2019
    Spoiler alert: I’m not a film critic. I’m not here to tell you if The Avengers: Endgame was a good or bad movie—if the plot was flawed, if the characters were underdeveloped, or if the story resonated with the audience.
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  • Fresh-and-prepared food: The next generation of grocery

    Zach Brown | Mar 28, 2019
    Today’s definition of a “homemade” meal is a bit different than it was 10 years ago. Sure, there are still plenty of cooking aficionados who spend hours preparing elaborate dinners, but slow-cooked sauces and scratch-made dishes are becoming more special occasion...
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  • Do Amazon Prime members have different in-store behaviors?

    Derrick Cline | Mar 21, 2019
    Having an Amazon Prime membership is becoming a standard across the country. In fact, eMarketer predicts that by the end of the year, 51.3% of U.S. households will subscribe to Amazon Prime...
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  • How grocery can convert infrequent customers into brand loyalists

    Zach Brown | Mar 7, 2019
    It’s no secret that consumer habits have changed, especially when it comes to food and beverage purchases. With revamped offerings at convenience stores (c-stores), the widespread popularity of online meal kits, and (of course) Amazon, the battle for customers’ “share of stomach” is being fought across a multitude of industries.
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  • Patriots take home Lombardi trophy—but who won the retail battle?

    Derrick Cline | Feb 7, 2019
    While the halftime performance and big-budget commercials drew mixed reviews, nearly everyone can agree that the game itself, though still technically football, was pretty lackluster.
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  • Can grocery brands thrive in a convenience economy?

    Zach Brown | Jan 29, 2019
    The battle for “share of stomach” is on, and the fight to win more (and in some cases, simply retain) customers has only intensified.
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  • Are c-stores delivering a better customer experience than QSRs?

    Katie Cofer | Dec 12, 2018
    Grabbing a quick bite to eat used to mean pulling up to your favorite fast food restaurant for a burger and fries. But with the rise of food and beverage purchases from convenience stores (c-stores) over the past few years, this assumption is no longer.
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  • Black Friday 2018: Less traffic, higher spend

    Derrick Cline | Dec 4, 2018
    While more and more people are opting to do their Black Friday shopping from the comforts of their couch, there are still many who brave the crowds and shop in stores over the holiday weekend.
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  • Who is the c-store customer + what are they buying?

    Katie Cofer | Nov 6, 2018
    The look, taste, and reputation of convenience stores (c-stores) aren’t what they were 10 years ago—and they’re not going to be the same 10 years from now. For the past decade, c-stores have been improving and innovating their food and beverage offerings—developing specialty menu items and re-inventing the c-store customer experience.
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  • It’s not just about fuel anymore—c-stores bring more to the table

    Derrick Cline | Oct 9, 2018
    Gas stations of the past had a bit of a stigma. They were a pit stop—a place to fuel up, buy a lottery ticket, and use the restroom (if you dared). If you were hungry, options were pretty limited to prepackaged items like beef jerky or a bag of chips—so if you wanted something more substantial, it usually required another stop at the closest fast food joint.
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  • One year later: What impact did the Amazon acquisition have on the Whole Foods customer?

    User Not Found | Aug 30, 2018
    It’s been more than a year since Amazon made a big splash in the grocery world by purchasing Whole Foods, an acquisition that came as a surprise to many in the industry. Critics have voiced pros and cons of the merger, listing price cuts and delivery options as the bigger perks for Amazon Prime members.
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  • Whole Foods customers: Only half impressed with Amazon Prime Day

    Derrick Cline | Jul 26, 2018
    It’s been more than a year since Amazon acquired Whole Foods—a merger that promised to change the brand of the American specialty supermarket chain. Along with daily discounts exclusive to Amazon Prime members, more and more stores are offering pick-up lockers (AMZN.O) and free delivery for Prime customers. One of the more notable changes was last week’s first-ever Whole Foods Prime Week promotion.
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  • After a year in the U.S., how did Lidl fare with grocery consumers?

    User Not Found | Jun 12, 2018
    The German-based grocery giant Lidl broke into the U.S. market a year ago, enduring its share of both accomplishments and challenges. While most locations opened with high sales volumes, only some stores were able to demonstrate continued success. Due to this inconsistency, Lidl temporarily halted expansion and is likely facing a few questions:
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Customer Experience Update