What's your website's point of difference from others?
We are unique in that our customers return to shop frequently - often on a weekly basis. Our customers can also do their shopping with ease, using their Onecard number to create an instant personalised shopping list, which pops up every time they shop. We have wide delivery and collection coverage, with full service deliveries to almost all areas of New Zealand. Our collection service is available at all South Island stores, and 70+ stores across New Zealand. Unlike with other online stores, our customers know when their products will be delivered or can be collected.
What's the relationship between your bricks-and-mortar stores and your online store?
Our stores are a key part of the online shopping service, with our team in store in charge of filling the orders and packing them up to be delivered to, or collected by, our customers.
How do you encourage customer loyalty throughout the site?
We have a range of ways we encourage customer loyalty including: fee reductions for frequent shoppers through delivery and collection passes; Onecard rewards; double rewards for Onecard VISA customers; and offers via email for customers who sign-up which give order and delivery discounts.
What's the next step for your ecommerce operation?
Our focus is always on improving the customer experience. Along with keeping on improving the ease of ordering and the speed of ordering, we are working to extend the range of products we have available and also extending our delivery days. For example, Sunday deliveries are now becoming available in more areas.
This story was originally published in NZ Retail magazine issue 739, August/September 2015.