TopShelf Spotlight: Grow Your Grocery Business with a Customer-First Digital Strategy

Walmart isn’t waiting for you to catch up. And neither are your customers.

Today’s shoppers don’t just want a deal. They demand loyalty perks, personalized offers, and the same conveniences whether shopping online or in-store. 

Mass retailers are doubling down on digital innovation to meet and increase these rising expectations. The only way for grocers to keep up is by putting their customers at the center of every digital interaction, personalizing their journey, and providing genuine value at each touchpoint. 

Without the right technology, delivering this type of customer-first approach to digital engagement is impossible. 

And that’s where Mercatus comes in.

In this TopShelf Spotlight, Randy Crimmins, Chief Revenue Officer at Mercatus, brings his 25+ years of retail marketing experience to the table to break down what’s holding grocers back and explain how a customer-first digital strategy builds loyalty, boosts revenue, and beats mass retailers at their own game.

The Significant Challenges Facing Grocery Retailers

For many grocers, the story is the same: When the pandemic hit, they rushed to launch eCommerce, doing whatever it took to keep up with demand. 

But five years later, the cracks have begun to show.

Their systems don’t talk to each other. Loyalty perks don’t always apply online. Payment options are limited. And now, customers expect more, but grocers are stuck with fragmented tools that weren’t built to work together.

When shoppers don’t get the convenience they’ve come to expect, they don’t hesitate to take their business elsewhere. 

And more often than not, elsewhere means Walmart.

One of the biggest retailers in the world keeps raising the bar, integrating frictionless digital experiences with lower prices. Meanwhile, regional grocers are left struggling with platforms that don’t sync with POS, loyalty tools, or SNAP. 

The result?

Shoppers disengage. Sales stagnate. And competitors—who have already streamlined their digital experience—pull ahead.

Why A Customer-First Approach Is The Solution Grocers Need

Now, imagine a different scenario.

A grocer shifts from a patchwork of outdated systems to a unified, customer-first approach—one that seamlessly connects loyalty programs, personalized promotions, and flexible payment options across every shopping channel. 

With the ability to harness first-party data, they tailor promotions to individual shoppers, reward loyalty at every touchpoint, and create a seamless experience whether customers browse online or shop in-store.

Instead of reacting to changing expectations, grocers anticipate them. And instead of losing customers to mass retailers, they keep them coming back—not just for prices, but for a better, more personalized shopping journey.

This is what it means to put the customer first. And in today’s grocery industry, it’s the only way to compete.

What Can Retailers Expect to Achieve with a Customer-First Approach?

Bigger baskets. More frequent visits. Stronger profitability.

It sounds almost too good to be true—but for grocers who prioritize a seamless, customer-first experience, these outcomes become reality. 

When every touchpoint feels connected and personalized, shoppers stay engaged, spend more, and return more often.

• Bigger Baskets: Smart recommendations and targeted promotions encourage customers to add more to their carts. By leveraging browsing habits, purchase history, and seasonal trends, grocers drive higher order values—without feeling pushy.
• More Frequent Visits: When shopping is frictionless—whether online or in-store—customers come back. A unified experience across web, mobile, and physical locations makes it easy for them to engage however they prefer.
• Profitable Growth: Personalized offers and seamless engagement don’t just increase spending—they build loyalty. Engaged shoppers buy more, shop more often, and become advocates, strengthening both revenue and retention.

The right strategy delivers results, but only if you have the technology to support it.

How Does Mercatus Help Achieve These Outcomes?

Mercatus is the only commerce platform built specifically for grocers to cost-effectively compete with mass retailers in digital engagement.

By unifying tailored promotions, eCommerce, loyalty, order management, and system integrations into a single, seamless experience, we help retailers deliver the personalized, frictionless experience their customers expect.

• A Unified, Scalable Platform—Built for Growth: Engagement, eCommerce, loyalty, fulfillment, and payments—all in one place, eliminating disconnected systems and data silos. Our phased deployment model allows grocers to upgrade at their own pace, ensuring a smooth transition without disruption.
• Seamless Integrations with Open APIs: POS, loyalty programs, SNAP, and payment services—all connected without heavy custom work or long delays. Plug in the tools that work best for your business.
• Partnership and Support That Grocers Can Rely On: Mercatus isn’t just a tech provider—we’re an extension of your team. From strategic digital growth planning to 24/7 global support, we ensure grocers have expert guidance and fast solutions when they need them.
• Innovation That Drives Revenue: Guided by real retailer input through the Mercatus Advisory Panel (MAP), our platform evolves to meet real-world needs—from advanced search to personalized engagement tools. Integrated digital coupons, cash-back rewards, and promotions unlock new revenue streams while delivering more value to shoppers.

Why Grocers Need To Make A Change Now

Walmart isn’t slowing down. Customers aren’t going to suddenly settle for less. And grocers can’t afford to let inertia hold them back.

Every day, mass retailers are making digital shopping faster, easier, and more personalized for their customers. The longer grocers wait, the wider the gap becomes.

A customer-first approach through a unified, scalable platform built for grocery growth is the only way to remain relevant, keep customers engaged, and secure long-term growth.

Contact Mercatus Today

Everything outlined above—bigger baskets, more frequent visits, stronger profitability—isn’t just theory. It’s what happens when grocers embrace a customer-first digital strategy and implement it with Mercatus.

For retailers ready to:

• Deliver a best-in-class customer experience
• Enhance operational efficiency with smarter digital tools
• Expand payment options and drive loyalty engagement
• Future-proof their digital strategy

Mercatus is ready to help.

What’s next?

Step 1: Assess your current digital challenges. Where are your gaps?
Step 2: Schedule a consultation with Mercatus to explore tailored solutions.
Step 3: See firsthand how a customer-first approach delivers measurable growth.

It’s time to move beyond transactions and build a grocery experience that keeps customers coming back.