The price, value, service equilibrium is resetting in Grocery stores, restaurants and Convenience- stores. Each is reconfiguring their ready-to-eat Grocerant niche food product lineup. Each sector is looking for new product, packaging and consumer price points that will drive traffic. All have noticed a discontinuity in consumer food shopping behavior and all are fighting for share of stomach. Contributing to this displacement is a focus by restaurant chain leaders on short term market metrics and away from the consumer. Which in turn has caused a loss is consumer traffic.
The consumer then turned to the grocery store Deli and hot food section filled ready-to-eat & ready-to-heat prepared food. The problem is the grocery stores were not ready for it the influx of consumer. Customer service was a bad as it could b and in many cases continues to get worse. They have simply dropped the ball. Food quality is slipping and they do not understand customer service in the prepared ready-to-eat or ready-to-heat grocerant niche! The consumers will not stay long if service is not improved rapidly.
The battle for the consumer dollar continues. I would like to suggest and recommend Robert Fitzgerald’s book: Smile or You’re Fried Seven Lessons for Managers of Service. Seven lessons of that can and should be utilized daily by managers who just might need some practical help. Contact me for more at: http://www.linkedin.com/in/grocerant or leave a comment below. For more read this article: http://www.anything4restaurants.com/blog/index.php/2009/07/restaurant-consumer-discontinuity-the-consumer-moved-first/