How to Grow Customer Loyalty in a Fast-Changing Market | Digital Grocer S7E1

Digital Grocer S7E1: Why Loyalty is Getting Harder to Earn (and Easier to Lose)

Tariffs. Delivery dominance. Higher consumer expectations.

The grocery market is quickly changing, and now more than ever, retailers need fresh ideas, smarter strategies, and a trusted guide to retain customers and increase loyalty.

That’s exactly why Digital Grocer is back.

Grocery’s smartest podcast returns for its Season 7 premiere, ready to deliver the insights and strategies grocers need to meet today’s pressures and emerge even stronger.

In this episode, Mercatus’ Global COO Sylvain Perrier and Chief Growth Marketing Officer Mark Fairhurst tackle the biggest challenges impacting grocery retail today.

Packed with practical advice, this episode is designed to help grocers build loyalty, protect margins, and compete more effectively in a changing market.

Watch the full episode, and sign up for email updates to get notified whenever a new Digital Grocer episode drops.

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Five Customer Loyalty Moves Grocers Need to Make Right Now

The grocery retail industry is quickly being redefined by rising customer expectations, sharper competition, and the growing dominance of delivery over pickup.

Based on the trends and insights shared in the latest episode of Digital Grocer, here are five clear strategies every grocer should prioritize to keep their customers coming back:

1. Deliver Personalized Savings to Offset Inflation and Tariffs

With household budgets under pressure from inflation and new tariffs, shoppers are adjusting their buying habits. Generic promotions won’t be enough to keep them loyal.

Grocers must offer personalized savings based on real customer behavior—highlighting promotions that are visible, relevant, and easy to act on. Helping customers stretch their budgets will be critical to maintaining engagement as financial pressure builds.

2. Prioritize Seamless Delivery as Customer Expectations Rise

Delivery has overtaken pickup as the primary fulfillment method for online grocery shopping, raising the bar for service quality.

To keep customers loyal, grocers must ensure fast, reliable service and a frustration-free experience. In a market where alternatives are just a click away, execution matters more than ever.

3. Strengthen Loyalty Programs with New Membership Models

Loyalty programs must evolve alongside shopper behavior.

Membership models that offer tangible benefits—like free delivery, cashback, or exclusive discounts—create stronger emotional connections and higher switching costs.

In a delivery-first world, building deeper loyalty will be one of the strongest defenses against losing customers to larger competitors.

4. Make Faster, Smarter Decisions with Data

We’re all seeing how quickly the grocery market can shift. As customer behaviors change and cost pressures rise, instinct is no longer enough.

Grocers have to use data to make smarter decisions about pricing, promotions, inventory, and customer engagement. Faster access to insights allows retailers to react quickly to market shifts, optimize margins, and personalize offers more effectively.

Not only has Mercatus built a unified data intelligence solution to help grocers turn insights into smarter engagement, we’ve also recently invested in our own data science team to deliver even greater support for our retailer partners.

5. Choose a Technology Partner Focused on Your Profitability and Growth

Legacy technology platforms, even those that performed well during the initial surge of online grocery, are no longer enough to meet today’s demands.

Grocers need tech partners who are actively evolving their solutions to align with rising customer expectations, delivery dominance, and cost pressures.

Changes at Mercatus—expanding the platform and gathering retailer feedback through the new Advisory Panel—reflect a renewed focus on supporting retailer profitability and operational flexibility.

When evaluating technology partners, grocers should prioritize those committed to constant innovation, faster adaptation, and a deeper understanding of the challenges retailers face today.

Why Now is a Defining Moment for Grocers

The grocery industry is entering a new era marked by sustained eGrocery growth, evolving shopper preferences, and heightened pressure on margins.

Retailers need to move quickly to retain customers and increase loyalty. As we lay out in this episode, the best way to do that is through optimizing fulfillment, offering personalized promotions, expanding private label offerings, and investing in technology built for today’s market realities.

These recommendations—backed by the latest data and years of retail expertise—are the type of value you can expect from every episode of Digital Grocer.

Subscribe today to get the strategies you need to increase customer loyalty, protect margins, and drive long-term growth.

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