Agility Metrics Helps Grocery Outlet Strengthen Connections With Customers

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Customer Experience Management program helps Grocery Outlet increase operational efficiency and build brand loyalty

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"The systems we developed with Agility Metrics ... are making a measurable difference in customer experience."

Agility Metrics announced today that Grocery Outlet Bargain Market, America’s largest extreme-value grocer, has been using Agility Metrics’ Customer Experience Management solutions to capitalize on customer feedback, boost operational efficiency, and grow customer engagement across multiple channels. Over the past year, this solution has evolved to become a central part of Grocery Outlet’s ongoing efforts to strengthen customer relationships and build brand loyalty at a time when every shopper is looking to save that little bit extra on their grocery bill.

The custom built Customer Experience Management solution allows shoppers at Grocery Outlet to provide real-time customer feedback via web, IVR and mobile phones. A combination of powerful online reporting technology, role-based performance scorecards, and instant customer rescue alerts ensures that key Grocery Outlet stakeholders are constantly up-to-speed on the pulse of the customer experience across their entire network of supermarkets.

In addition, Agility Metrics has opened up exciting new ways for Grocery Outlet to engage with its most passionate customers on Facebook. With Clik2Tell, Agility Metrics’ cutting edge Social CRM application, thousands of thrilled customers have been able to share their great supermarket experiences with friends on Facebook. As a result, more customers are engaging with the brand’s Facebook fan page, while potential customers are learning about Grocery Outlet through the always effective prism of positive word-of-mouth.

“Agility Metris is a creative, responsive partner and we are very pleased with the relationship,” said Tom McMahon, Grocery Outlet’s Vice President, Sales and Merchandising. “For Grocery Outlet, customer experience is a competitive differentiator. The systems we developed with Agility Metrics give us real-time, actionable visibility into detailed customer feedback. We are making a measurable difference in customer experience.”

Click here to learn more about how Agility Metrics has helped Grocery Outlet strengthen connections with customers and work towards delivering more remarkable supermarket experiences.

About Grocery Outlet

Based in Berkeley, California, Grocery Outlet Bargain Market offers extreme bargains on brand name merchandise, with prices often up to 50% less than conventional retailers. The largest “extreme-value” grocer in the U.S., Grocery Outlet has over 170 locations in Arizona, California, Idaho, Nevada, Oregon, Pennsylvania & Washington. Grocery Outlet carries refrigerated and frozen foods, fresh produce, organics, dry groceries, beer and wine, health and beauty care, fresh vitamins, household products, toys and gifts. A third-generation family-led company founded in 1946, Grocery Outlet’s mission has always been to provide customers a fun place to find extreme values on name brands they trust. Most stores are independently owned and operated by locally-based families. For more information, please visit http://www.groceryoutlet.com.

About Agility Metrics

Agility Metrics is one of North America’s leading suppliers of Customer Experience Management solutions. Agility Metrics leverages cutting-edge technology and deep sector expertise to help leading brands deliver remarkable customer experiences that get people talking. Agility Metrics transforms customer feedback into actionable insights that brands can use to increase customer satisfaction, recover at-risk customers, and strengthen customer loyalty. From there, Agility Metrics unlocks the power of social marketing and empowers highly-engaged customers to spread positive word-of-mouth across Facebook and other social networks.

Staffed by passionate and dedicated people, Agility Metrics is proud to be servicing some of the leading retail, food service, automotive, and healthcare brands across North America. Please visit http://www.agilitymetrics.com for more details.

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Michael Whitehouse
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