At Groceryshop this week, one word was everywhere…
By Mayamirt · September 26, 2026 · Curated by George's Blog
At Groceryshop this week, one word was everywhere…
LOYALTY
It's the buzzword of the moment, and everyone wants to talk about it.
But I kept hearing it defined differently. And when everyone uses a word, it's easy for it to lose its meaning.
A CRM engine. A promotions platform. Software to manage coupons. A card. A free membership.
Those are all loyalty *programs*. They are the tools. But loyalty itself is something else entirely.
Loyalty is the choice a shopper keeps making when they have every reason not to.
When a lower price is a click away.
When a competitor opens down the street.
When their own budget gets tight.
In a world where shoppers have more choices than ever, earning that commitment is one of the hardest things a retailer can do.
A friend shared a great line on LinkedIn (shout out Katie Riddle - if you don’t already follow her, make sure you do!) this week: “the store is now a showroom, a fulfillment depot, a returns hub and a pickup station all at once.”
It's true. And in the middle of in store media, audio networks, robotics and digital shelves, I believe the most important question is still the simplest one:
“How does your shopper feel when they walk through your doors?”
Do they feel appreciated?
Rewarded with things they actually need and love?
Do they feel joy?
Technology can power the experience. But feelings are what build loyalty.
Until next year Groceryshop!
And to all my new friends that I made…reach out to me and let’s find time to get to know one another and grow our network!
#Groceryshop #Loyalty #GroceryRetail #ShopperExperience #RetailInnovation