The Future of Grocery - Making room in the aisle for innovation and an agile workforce - Kronos
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WHITE PAPER The Future of Grocery Making room in the aisle for innovation and an agile workforce
WHITE PAPER | The Future of Grocery
THE CHANGING FACE OF GROCERY
It’s a time of change for the grocery industry, perhaps more so than for any other
industry in retail — and it’s happening far quicker than ever before. Faced with fierce
competition, a changing channel landscape, increasing costs to operate, new emerging
technologies, and dynamic consumer preferences and palates, a perfect storm has been
created in the food service and grocery market, forcing grocers to innovate on all sides
of the business to maintain their margins, their workforce, and their share of consumers’
wallets. Grocers must react to ever-changing consumer wants and shopping behaviors to
deliver an unforgettable, omnichannel experience that will keep customers coming back
for more. How grocers are able to quickly adapt and flex to this changing landscape now
will determine their success and survival in the future.
$1.4 trillion is STATE OF THE UNION: CHALLENGES, INNOVATION, AND CHANGING
at stake in today’s CONSUMER PREFERENCES
grocery war.1 Grocery retail is more competitive and uncertain than ever; just this year, several
companies merged, were acquired, or filed for bankruptcy.2 The industry is transforming
right before our eyes, and this transformation is being driven by the consumer as much
as it is by the business. Leading grocery executives were asked what keeps them up at
night — topping the chart are improving sales growth, the cost of doing business, finding
the right people to hire, and competitive threats.
Driving sales
With so many players in the space, many of whom are retail giants, there is little room to
compete on price. Nearly every day there is another competitor offering the exact same
products at a lower price. According to the CEO of Bashas’, “finding ways to increase
sales is a delicate balance of having the right products, on the right shelves and in the
right stores. What’s equally important is that we’re taking care of — and responding to
— our customers.”3 The cost of business is going up, too, with a continual increase in
direct and indirect remuneration fees. In addition, the prices of supermarket items have
declined 1.3 percent in just the last year.4 Creating and innovating new ways to grab a
share of the grocery market is top of mind for leaders in the space right now.
Hiring the right employees
With significant growth and changes in service channels comes an increasing need to
source, hire, and retain the right employees for each part of the business, and to train
them to provide the best possible experience. Where once retailers would simply focus on
employing people who were available, they have come to realize how expensive recruiting
and training can be. Now, it’s not just about hiring available workers, but recruiting
people who are engaged in their job by doing work that is interesting and variable; people
who advocate for the business and what it sells, and who hopefully stick around longer
—creating a repository of talent that can do more to use practical and interpersonal
skills to drive service and relationships with customers. Plus, as consumer demographics
change, so do workforce demographics, which often requires a change in policies, work
2WHITE PAPER | The Future of Grocery
By 2025, millennials rules, and company culture to satisfy employees and, in turn, satisfy customers. By 2025,
millennials will make up nearly 75 percent of the global workforce.5 The president of
will make up nearly Jewel-Osco says, “We’re looking for future leaders, for future managers. So, making sure
75 percent of the we provide the proper training, we continue to hire, teach, train people to be successful.”6
global workforce.7
Staying on top of consumer preferences
Consumers now prefer to buy their groceries from multiple stores. This fragmentation of
shopper spend is due to consumers looking for more: 23 percent are looking for more
convenience, 40 percent want products to suit different shopping missions, 75 percent
are searching for better prices.8 Consumers see grocery stores as a source for shopping
enjoyment, and they are looking for a “seamless experience between brick-and-mortar
stores and digital channels so they can shop whenever they want, get the best price
possible and have merchandise delivered to their doorstep” 9 on a moment’s notice. In
addition to these demands, Progressive Grocer says, “consumers of all generations are
changing their diets — looking for food that not only tastes good but also has a more
enlightened purpose through its ingredients, where it came from and how it was made.”10
While price, taste, and convenience are still part of the equation, consumers are now
influenced by health and wellness, safety, environmental impact, experience, and
transparency. Transparency has become a significant driver whose influence can be seen
in clear labeling, certification by third parties, and trust of manufacturers. This is true for
food packaging as well; it’s not just environmentalists demanding changes, most people
now want retailers to take responsibility for the environmental impacts that typical
food packaging creates and to take steps toward reducing them. While this adds costs
for food service and retail organizations in the short term, it can also be a key differentiator
for them. Consumers are passionate about the food they eat, and the change in drivers
is motivating food and beverage companies, manufacturers, marketers, and grocers
to adapt.11
Navigating a highly competitive landscape
The competition is no longer just coming from other grocery stores. Pharmacies,
convenience stores, online retailers, and street vendors have entered the market in a
big way. Pharmacy locations are steadily increasing, and with them come their selection
of packaged goods, drinks, and snack options that make it convenient for shoppers to
check multiple boxes off their list at one store. Meal kit providers like Hello Fresh, Blue
Apron, and Purple Carrot have opened up a whole new category with fresh meals you can
have delivered right to the door and cook at home (step-by-step instructions included).
Online giants like Amazon and Shipt allow consumers to shop from the comfort of their
homes and have their food delivered — often within two hours. And just outside many
grocery stores, street vendors are stealing business with sales of fresh fruit, seafood, and
more, all at a fraction of the going price. Grocery shopping is no longer a single, linear
environment, it is a diversified, dynamic one.
3WHITE PAPER | The Future of Grocery
By 2020, online On the rise
grocery sales are Store traffic. According to a recent report, 76 percent of consumers say they visit two
or more grocery stores a week; millennials shop even more frequently — 44 percent say
expected to be they shop at three or more stores.13 This may be an indicator that stores are becoming
$18 billion.12 more specialized in their nature, leading consumers to visit different stores for different
needs, rather than being a one-stop-shop for all.
Prepared foods. On at least 25 percent of their trips, time-crunched consumers are
buying prepared foods — family-style trays, packed-for-you deli items, portioned meals
and serve-yourself hot and chilled dishes.14
Reasons for buying prepared foods15
Saves time 56%
Costs less than a restaurant 54%
To enjoy something different 42%
I can’t or don’t like to cook 24%
Special occasions 23%
Farm fresh. The general population has begun to understand the implications of mass
food production. Consumers are starting to look at how their food was made, and with
what, so that they can avoid things like pesticides, additives, preservatives, steroids, and
other harmful ingredients. As a result, the demand for farm-fresh, organic and non-GMO
foods requires grocers to properly source and supply them to satisfy customers.
30% of all consumers Meal kit and online orders. This year, ShopRite, Publix, Walmart, and Kroger all
introduced or expanded their private-label meal kit offerings, a business which is expected
say they will buy more to have multibillion-dollar sales by 2022.17 In addition, the e-commerce grocery market
meal kits this year.16 continues to grow by 23 percent year-over-year, and now AmazonFresh, FreshDirect,
NetGrocer, Walmart, and Safeway are all getting in on it. In just two years, online grocery
shopping is expected to top $18 billon.18 This increase in online sales means one less
opportunity for grocers to upsell other products or drive impulse purchases that typically
happen in store.
Take out. There has also been a surge in take out, catering to families who have gone
from eating at home to eating on the go at school, at work, even at sports venues.
According to a recent survey, 51 percent of Americans use delivery services to purchase
meals from casual dining restaurants and 26 percent order take out or delivery at least
once a week.19
With trends like these on the rise during a time of complex business challenges for
grocers, there is no choice but to adapt quickly and efficiently, with the proper technologies
in place, to deliver the seamless, enjoyable, and omnichannel experience customers are
looking for.
4WHITE PAPER | The Future of Grocery
HOW GROCERS ARE ADAPTING
Technology: coming soon to a grocer near you
Sensors, cutting-edge apps, and virtual-reality headsets are just a few examples of the
new technologies helping grocers compete. Look no further than Amazon’s new store
concept, Amazon Go. With a first-of-its-kind combination of digital, Internet of Things
(IoT), and mobile technology, customers can simply walk into the store, pick up the products
they want to buy, and go — without checking out. Kroger, Sam’s Club and Meijer are all
bringing their cashier-less technology to the mass market as well. Using Meijer’s free app,
customers scan the bar codes on the products they want to buy and bag them as they
shop.20 When they arrive at the checkout, they simply scan their phone to pay. At Kroger,
shoppers use a handheld scanner or Kroger’s “Scan, Bag, Go” app to scan products
and then pay for their order at the self-checkout. Kroger’s innovations can be seen in
other departments, too, as infrared sensors monitor the number of people in the store, so
they can deploy checkout clerks when needed, reducing wait times by several minutes.21
Augmented-reality apps can now perform a whole menu of tasks, from showing store
managers what’s selling in each aisle to training employees on how to deal with holiday
crowds.22 Giant vending machine towers now hold a couple of hundred items; shoppers
scan a bar code and the machine dispenses their online order. Technology can address
consumers’ food safety concerns, too, with companies like Costco tracking purchases
to keep their customers informed of food recalls.23 This technology can also provide the
data and insights to increase short-term sales and build brand loyalty.
ShopRite meal kits — downright affordable
The healthy, convenient answer to “What’s for dinner?” Statistics show that 53 percent of
dinners are decided within an hour of eating them.24 So ShopRite created an affordable
line of meal kits made from delicious ingredients that meet recommended dietary guide-
lines. The kits are less expensive than subscription services and can go from store, to
table, to pan in 15 minutes or less.25
Kroger restaurants — one-stop shopping and dining
The nation’s largest grocery chain is now a restaurant chain. Kroger is expanding its
full-service Kitchen 1883 concept to a second location and giving restaurants a try as
shoppers’ desire for prepared foods continues to increase. What’s on the menu? “New
American comfort food” and hand-crafted cocktails. To appeal to consumers seeking
fresh food, the menu will change based on what produce is in season.
5WHITE PAPER | The Future of Grocery
H-E-B drive-thru: BBQ to go
Barbecue, anyone? H-E-B is bringing its True Texas BBQ to the drive-thru window. Its
new store offers curbside grocery delivery and a drive-thru window where hungry shop-
pers can pick up their famous barbecue made in-store. They serve breakfast tacos and
fresh, natural smoked meats, and give families the chance to dine together, and even
pick up a few groceries while they’re there.
What do Hy-Vee, Wahlburgers & Orangetheory Fitness have in common?
All their customers are now in the same spot. The supermarket retailer is aiming to make
their customers’ lives easier, healthier, and happier. First step, Hy-Vee is opening 26
Wahlburgers restaurants, making it the largest franchisee. It is also adding Wahlburger
items to all its in-store Market Grille restaurants.26 Secondly, Hy-Vee is bringing the
popular Orangetheory Fitness® program to its stores or to adjacent locations. In addition,
customers can get advice from in-store dieticians, sample nutritious foods, and take part
in store tours to help them live healthier lives.27
Walmart is remodeling its space and picking up the pace
In 2018-19, Walmart plans to add online grocery pickup service to 1,000 of its stores and
expand its online delivery option to more than 40 percent of U.S. households.28 Walmart
is also adding pickup towers to 700 stores, which work like vending machines for online
orders. The easy-to-spot towers measure 16 feet high and 8 feet wide. Customers can
now simply order online and then walk in to retrieve their items from the self-service
tower. Walmart is also pairing the new towers with pickup lockers, which hold larger
items like televisions.29
The Amazonification — groceries delivered in two hours
In response to consumers’ desire for fresh food faster, Amazon is now offering two-hour,
free delivery for Prime members from its newly acquired Whole Foods stores in four
markets, with plans to expand the service nationwide by year end. Two hours not fast
enough? Prime members can have orders of $35 or more delivered in one hour for just
$7.99. And the best part is, the vast majority of items in the store can be brought right to
your door.
6WHITE PAPER | The Future of Grocery
Customers who use THE FUTURE OF GROCERY
4 or more channels The omnichannel aisle — where brick-and-mortar meets Instacart
spent an average For consumers, the best of both worlds has arrived. They can shop online for staple,
of 9% more in store vs. non-perishable items and come into the store for fresh goods they want to feel and
choose themselves. Multiple touchpoints such as smartphone apps, interactive catalogs,
those who only shop
ecommerce sites, and social media create a seamless shopping experience — one that
through one channel. can be personalized and profitable. Harvard Business Review found that omnichannel
— Harvard Business Review shoppers spent an average of 4 percent more in store and 10 percent more online than
customers who use only one channel.30 Offering an online channel provides valuable
insights into shoppers’ preferences, habits, and personalities. By evaluating real-time
interactions, grocers can make recommendations that build relationships and increase
sales. “Implementing an omnichannel personalization strategy not only helps you
better serve your customer and increase sales, but also contributes to better inventory
management, improved demand sensing, and streamlined customer support so you can
stay competitive and profitable.”31 Grocers need to align their space and assortments
based on where shoppers are spending their time, and make checkout as frictionless
as possible, if not altogether non-existent. And regardless of where consumers get their
goods, they are looking for the ultimate convenience in getting their groceries home, with
in-store pickup, curbside delivery, or right to the door.
Data as the driver — standing out in a crowded aisle
With fierce competition, and significant shifts in consumer behavior, grocers are making
big changes to win shoppers and keep them coming back. Small stores are creating niche
experiences like ready-made offers to draw customers in, while the big grocery chains
are using advanced tech to drive sales and compete. Mobile apps, mobile payments,
click and collect, the Internet of Things (IoT), and big data are paving the way for
a seamless omnichannel experience, enhanced with a personalized in-store one.
Retailers should be using big data to customize offers and communications, and
ultimately build relationships with shoppers. And by analyzing the data, grocers can
optimize pricing and control inventory management and aisle layout. Store analytics
can help managers figure out which products are most price-elastic, and how well
combo offers and promotions perform. Big data provides actionable intelligence that
grocers can use to increase spend per visit, cross-sell, and grow their sales.32 “Retailers
that invest in innovative solutions to redefine the shopping experience, streamline
operations, and reduce friction will be best situated to remain competitive as technology
trends advance.”33
7WHITE PAPER | The Future of Grocery
Mobile apps
Consumers are using apps to find deals, organize shopping lists, plan meals, and be
rewarded. Apps such as Snap by Groupon, Ibotta, and Shopkick Grocery offer product
rewards and discounts. Grocery Pal, ListEase, and Grocery IQ help consumers make
lists, sort by aisle, integrate coupons, and even scan bar codes. As noted, grocery giants
like Whole Foods, Aldi, and Wegmans have their own apps with exclusive savings and
recipes. Grocers can offer their own app and leverage exclusive content to keep shoppers
coming back and to ensure their customers are able to engage anywhere, anytime.
The consumer mobile Mobile payments
payment business Consumers have always liked the convenience of mobile payments, and recently they
have become comfortable with their security, and so a growing number of companies are
is worth $870 million,
now accepting mobile payments. Many grocers are connecting to Apple Wallet, Google
and is
predicted to Wallet, PayPal and others. Walmart has its own, called Walmart Pay, which is part of its
be $27.7 billion app, and Kroger is looking to add mobile payment to its Scan, Bag, Go app as well. It’s
just one more way grocers can make it more convenient for busy shoppers to get what
by 2026.34 they need quickly.
Internet of Things (IoT)
To help make experiences seamless across all channels, grocers can use or expand
their monitoring technology to stay one step ahead of the customer. “Mission Data
is expanding the sensor monitoring system it developed for Kroger to give store and
restaurant owners critical data, actionable reporting, and real-time alerts so that companies
can address and remediate potential problems before they happen.”35
63% of shoppers What’s next for the grocery workforce
anticipate assistance As the industry undergoes fundamental change, so too does its workforce. Automating
routine tasks will free up associates to focus on customer service — for example, fewer
from their grocery stores in
cashiers will be needed as shoppers check themselves out, but more floor associates
pursuing a healthier will be needed to answer customer questions and provide assistance. “The majority of
lifestyle. 36 independent shoppers (63 percent) expect their grocery stores to support them with
a healthier lifestyle.” Suggestions for the most popular ways grocers can help include:
instructions on how to cook with certain foods (28 percent); help reading labels,
including ingredients and nutritional claims (25 percent); and general guidance
on food that gives good nutritional value for the dollar (23 percent). Kroger’s goal is to
hire an additional 11,000 employees and “put more workers in the store, focusing on
the customer.”37 “Grocery stores, which by their very nature require customers to visit
frequently, have the greatest opportunity to use the human interaction to their advantage
to create and build customer loyalty.”38 To build loyalty, you need happy employees who
are properly trained and engaged in their work. If big data analytics can be used
to make business decisions for your customers, it can be used to make business
decisions for your employees, too. “Leading companies are enabling their workforces
with real-time data that not only generates more agile employees, but more satisfied
customers as well.”39
8WHITE PAPER | The Future of Grocery
The gig economy is here to stay
According to Forbes, there are nearly 40 million self-employed workers in the U.S. over
age 21. And the gig economy is expected to grow, as evidenced by investments by some
of the world’s biggest companies, like Microsoft’s acquisition of LinkedIn, Apple’s $1
billion capital in Didi ride-sharing, and General Motors’ investment in Lyft, to name just a
few.40 More Americans are working outside of traditional, full-time jobs in pursuit of flex-
ibility, fulfillment, and making a difference. This new, fast-growing mobile workforce is
all about contracting, consulting, freelancing, and temping. Workers are building diverse
skills, often at a faster rate than they might at a traditional job. Retailers are responding
with more collaboration, flexible scheduling, and a more open, transparent environment.
Grocers should be investing in technology such as application tracking systems, mobile
scheduling apps, and assessment tools to keep up with this growing workforce trend.
The workforce is flexing its skills
Deloitte research has shown that millennials have very different requirements and
expectations from work and their careers than do previous generations — requirements
that employers need to adapt to. They are well-educated, energetic, and adept at
technology and multitasking. They prefer to work in teams, enjoy social interaction,
and want to see immediate results from their work. Millennials want to work on new
and difficult problems that require creativity to solve. Work-life balance is of the utmost
importance to them, and because they will soon make up 75 percent of the workforce,
grocers need to ensure they have the systems, company standards, and practices in
place to properly manage and engage their changing talent.
Case in point —
Hannaford Supermarkets
Hannaford Supermarkets opened in 1883 and today it operates 180 stores throughout
New England. Being in business for 135 years, the company has had to adapt.
“Hannaford’s approach to employee engagement has always been multifaceted, but at its
core, they want their employees to feel enthusiastic, confident, empowered and inspired.
These four key emotions drive strong levels of engagement. Hannaford has found that
95 percent of their associates feel at least three of these positive emotions at any given
time.41 Mutual respect is highly valued, which enables employees to feel more empow-
ered at work.”42 For example, previously associates were not allowed to have their phone
on the floor. However, when Hannaford introduced its new app, it made sense for associ-
ates to have their phones, so they could show customers how to use the app. Next, the
company decided to streamline the scheduling process — making scheduling requests
and swapping shifts was something associates could do from their phone. “Hannaford
also uses the scheduling program to set a minimum number of hours between shifts,
limits on consecutive scheduled days and minimum shift lengths so employees in rural
areas aren’t commuting for a short shift.43 Hannaford shows its employees that they are
valued in a number of ways.”44 This is a great example of a shifting company culture that
focuses on empowering and engaging the grocery workforce — and since companies
with engaged employees outperform those without by up to 202 percent, it shows ROI
with your sales and customer experience, too.
9WHITE PAPER | The Future of Grocery
Looking ahead
With so much talk around the customer experience, grocers will need to continue to
innovate and look for ways to surprise and delight customers with an unforgettable
personal experience. However, to deliver that kind of experience, day in and day out
across all channels, they will also need to invest in the people who are delivering it — their
workforce. The brick-and-mortar store is not going away — and neither are the jobs that
help make it run. Technology can be used to automate routine tasks like checkout, shelf
stocking, timekeeping, and scheduling, allowing companies to reallocate their talent
and labor to the customer side of the business that delivers a personalized branding
experience that no robot or machine could. Some organizations have already begun
automating their workforce management tasks with a full-suite workforce manage-
ment system, and those that did saw 30-50 percent increase in employee satisfaction
and engagement, and a 40-60 percent increase in better utilization of staff resources.
In addition, they have been able to track labor cost, productivity, and compliance risk
metrics, resulting in a significant improvement in each. Going forward, grocers need to
be able to adapt to these drastic changes by building a reliable and agile workforce that
can deliver in this lightning-fast and complex industry, now and in the future.
Visit kronos.com/grocery to learn more about how Kronos workforce solutions can help
you unleash the power of your grocery teams.
About Kronos
Kronos is a leading provider of workforce management and human capital management
cloud solutions. Kronos for Retail is the most widely adopted and deployed workforce
solution in the world. Our solutions are designed to meet the unique needs and challenges
of retail companies — more than 1,000 retail companies use Kronos to empower
employees and drive better business results. Because in today’s fiercely competitive
market, your success depends on your ability to remain flexible to the changing
consumer landscape, while providing impeccable customer service to gain market share
and increase your brand loyalty. Learn more about Kronos and our retail-specific suite of
solutions at kronos.com/grocery. Kronos: Workforce Innovation That Works™.
10WHITE PAPER | The Future of Grocery
1, 4, 8
Precima, The Grocery Store Is an Asset: How Food Retailers Use It in the Future Will Determine Success or Failure, IDC
(November 10, 2017), found at https://risnews.com/grocery-store-asset?eid=385337083&bid=1957575.
2, 3, 6
Progressive Grocer Staff, 4 Grocers Share Their Greatest Worries, Industry Predictions, Progressive Grocer (March 30, 2018),
found at https://progressivegrocer.com/4-grocers-share-their-greatest-worries-industry-predictions.
5, 7
Debra Donston-Miller, Workforce 2020: What You Need to Know Now, Forbes BrandVoice® (May 5, 2016), found at
https://www.forbes.com/sites/workday/2016/05/05/workforce-2020-what-you-need-to-know-now/#44d0f6162d63.
9
Taylor Haley, How Omnichannel Retail Is Changing the Grocery Industry, Nectarom (August 2, 2017), found at
https://nectarom.com/2017/08/02/how-omnichannel-retail-is-changing-the-grocery-industry/.
10
David Donnan, How the Age of Influence Is Changing the Way We Eat, Progressive Grocer (March 16, 2018), found at
https://progressivegrocer.com/how-age-influence-changing-way-we-eat.
11
Keith Nunes, The U.S. Consumer Has Changed, Food Business News (January 25, 2016), found at
https://www.foodbusinessnews.net/articles/6937-the-u-s-consumer-has-changed.
12, 17, 18
Consumer Trends in Online Grocery & Food CPG Shopping, Cuker, found at
https://www.cukeragency.com/blog/2018/01/08/consumer-trends-online-grocery-food-cpg-shopping/.
13
Mark Hamstra, Millennials Shop Multiple Stores for Groceries, Supermarket News (December 11, 2017), found at
http://www.supermarketnews.com/consumer-trends/millennials-shop-multiple-stores-groceries.
Precima, The Grocery Store Is an Asset: How Food Retailers Use It in the Future Will Determine Success or Failure, IDC
14, 15, 16
(November 10, 2017), found at https://risnews.com/grocery-store-asset?eid=385337083&bid=1957575.
19
Restaurant Takeout and Delivery Are Taking a Bite Out of Dine-In Traffic, Nation’s Restaurant News (June 24, 2016),
found at http://www.nrn.com/sponsored-content/restaurant-takeout-and-delivery-are-taking-bite-out-dine-traffic.
20
Meijer Unveils New Checkout App, Progressive Grocer (April 16, 2018), found at
https://progressivegrocer.com/meijer-unveils-new-checkout-app.
21, 22
Heather Haddon, The Future of Grocery Shopping Is All About Data, The Wall Street Journal (October 24, 2017),
found at https://www.marketwatch.com/story/the-future-of-grocery-shopping-is-all-about-data-2017-10-24.
23
Darcie Moran, Here’s How Grocery Shopping Will Look in the Future – Starting Today, Michigan Business (June 25, 2017),
found at http://www.mlive.com/business/index.ssf/2017/06/grocery_innovation.html.
24, 25
ShopRite Introduces In-Store Meal Kits, Progressive Grocer (March 22, 2018), found at
https://progressivegrocer.com/shoprite-introduces-store-meal-kits.
26, 27
Jim Dudlicek, Hy-Vee Partners With Wahlburgers, Orangetheory, Progressive Grocer (August 30, 2017),
found at https://progressivegrocer.com/hy-vee-partners-wahlburgers-orangetheory.
28
Walmart Unveils Cap Ex Plans Nationwide, Progressive Grocer (April 12, 2018), found at
https://progressivegrocer.com/walmart-unveils-cap-ex-plans-nationwide.
29
Hayley Peterson, Walmart Is Unleashing 2 Key Weapons Against Amazon in 700 Stores, Business Insider (April 5, 2018),
found at http://www.businessinsider.com/walmart-online-pickup-tower-review-2017-8.
30, 31
Taylor Haley, How Omnichannel Retail Is Changing the Grocery Industry, Nectarom (August 2, 2017), found at
https://nectarom.com/2017/08/02/how-omnichannel-retail-is-changing-the-grocery-industry/.
Selena Ricks-Good, 5 Technologies Disrupting Grocery Stores, Mission Data Blog (May 3, 2017), found at
32, 33, 34, 35
https://blog.missiondata.com/5-technologies-disrupting-grocery-stores.
36
National Grocers Association, Nielsen and The Harris Poll Release New Findings from the 2018 National Grocery Shoppers Survey
(February 12, 2018), found at https://www.nationalgrocers.org/news-landing/national-grocers-association-nielsen-and-the-harris-poll-
release-new-findings-from-the-2018-national-grocery-shoppers-survey.
37, 38
Richard Shapiro, The More, The Merrier! Staff to Help Customers in Grocery Stores, Customer Think (May 17, 2018),
found at https://customerthink.com/the-more-the-merrier-staff-to-help-customers-in-grocery-stores/.
39
Selena Ricks-Good, 5 Technologies Disrupting Grocery Stores, Mission Data Blog (May 3, 2017), found at
https://blog.missiondata.com/5-technologies-disrupting-grocery-stores.
40
Panos Bethanis, It’s Time to ‘Gig’-Start the Retail Economy, Forbes CommunityVoice™ (August 2, 2016), at
https://www.forbes.com/sites/forbesagencycouncil/2016/08/02/its-time-to-gig-start-the-retail-economy/.
How Hannaford Created a Winning Employee and Customer Retention Strategy, found at
41, 42, 43, 44
https://www.cspdigitals.com/mc/grocery/Kronos_ES_GB_March2018_PRINT.PDF.
kronos.com
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