Leading convenience stores are revolutionizing the shopping experience by embracing digital solutions that cater to evolving consumer preferences. These innovations, ranging from drive-thru and delivery services to curbside and mobile order pickups, not only enhance customer satisfaction and retention but also contribute to increased basket sizes. Loyalty programs and mobile apps play a crucial role in providing advanced ordering options, personalization, and a fully contactless customer experience, aligning with the growing trend of self-service, as highlighted by Bluedot’s 2022 Holiday Shopping Habit report.

The implementation of self-service kiosks addresses consumers’ priority for speed and reduced wait times. With 6 out of 10 shoppers preferring self-service, these kiosks enable customers to browse, select, and purchase items at their own pace, eliminating the need for sales assistants. Digital signage, whether standalone or integrated into kiosks, further accelerates the customer journey. High-brightness outdoor displays, guide drivers at gas station pumps with vibrant imagery, directing them inside or to the drive-thru.

Speed is crucial in the drive-thru service, with 85% of customers willing to leave if the wait exceeds 6 minutes. To address this outdoor digital menu boards are installed to reduce wait times and enhance service. Personalized experiences are fostered through digital menu boards, welcoming customers by name, suggesting regular orders, and displaying loyalty points. With drive-thrus witnessing a 30% surge in popularity, convenience stores leverage technology to make the experience even more appealing and efficient.

Customer engagement is heightened through loyalty programs and apps, allowing timely and relevant messaging. Fuel pays apps streamline gas purchases, loyalty programs personalize experiences, and digital signage, including indoor LED displays, promotes food and beverage offerings. The integration of loyalty programs within self-service kiosks is gaining traction, providing opportunities for targeted promotions and improved customer engagement.

Click here to read the full article, originally published January 3, 2024, by Samsung Insights.