Food Experiences That Drive Retail Customer Loyalty

Branding with differentiation but standing cheek by jowl ! A hawker market is a great example of core marketing principles in action, in a real-world, low-budget, high-competition setting. Visible to the eye product differentiation where each stall offers unique dishes, flavours, or unique recipes. Even though many sell similar items such as soup, chicken rice,noodles or satay- they market themselves through taste, portion size, presentation, and authenticity. Not all lines outside the kiosks have as many people. The best/most in demand hawkers willhave folks waiting for up to 15-20 minutes. Brand reputation is built via word-of-mouth and online reviews while consistency creates brand equity. A stall becomes famous not through big ads but consistent customer satisfaction ; a powerful example of organic brand-building. Prices are typically low but competitive, reflecting a clear understanding of customer value and willingness to pay which is key to effective value-based pricing. Engaging all the senses and promising experience through smells, sounds, and visuals of sizzling food creating an immersive, persuasive environment . The retail theatre here is live sensory marketing. Stall owners often have personal relationships with regulars, give samples, or make customizations which is an example direct, human-centered relationship marketing. One seller told me that the poached fish I wanted was too much to eat by myself and would have a spicy sauce (which I didn’t want). Truly a solid lesson in authenticity, differentiation, experience, and word-of-mouth, which are all key ingredients of great marketing. All of it done without fancy budgets and yet leaving deep satisfaction. #retail #differentiation #wordofmouth #experience #value #competition #sensory #singapore #hawker

𝗥𝗲𝘁𝗮𝗶𝗹 𝗙𝗼𝗼𝗱 𝗖𝗼𝘂𝗿𝘁𝘀 𝗔𝗿𝗲 𝘁𝗵𝗲 𝗡𝗲𝘄 𝗟𝗼𝘆𝗮𝗹𝘁𝘆 𝗣𝗿𝗼𝗴𝗿𝗮𝗺𝘀 Retailers have figured out something brilliant: food keeps people shopping. From Costco Wholesale to IKEA to Buc-ee's, Ltd., food courts are no longer just convenient — they’re strategic. These low-priced, high-satisfaction offerings aren’t about profit margins; they’re about increasing 𝗱𝘄𝗲𝗹𝗹 𝘁𝗶𝗺𝗲, 𝗳𝗼𝗼𝘁 𝘁𝗿𝗮𝗳𝗳𝗶𝗰, and 𝗯𝗿𝗮𝗻𝗱 𝗹𝗼𝘆𝗮𝗹𝘁𝘆. 𝗛𝗲𝗿𝗲’𝘀 𝗵𝗼𝘄 𝘀𝗼𝗺𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗯𝗲𝘀𝘁 𝗮𝗿𝗲 𝗱𝗼𝗶𝗻𝗴 𝗶𝘁: 𝗖𝗼𝘀𝘁𝗰𝗼:  • $1.50 Hot Dog & Soda Combo (unchanged since 1985) • Pizza slices, chicken bakes, churros, acai bowls, and soft serve • Cold brew mocha freezes and rotating hot sandwiches • Costco keeps its food court simple, self-managed, and fiercely loyal to its value-first identity. 𝗜𝗞𝗘𝗔 • Swedish meatballs with lingonberry sauce • Plant-based veggie balls, salmon fillets, cinnamon rolls • Frozen yogurt, hot dogs, and regional favorites like shrimp sandwiches • Food here is more than a pit stop — it’s a cultural anchor that extends the shopping journey. 𝗢𝘁𝗵𝗲𝗿 𝘀𝗺𝗮𝗿𝘁 𝗽𝗹𝗮𝘆𝗲𝗿𝘀: • Sam's Club: $1.38 hot dog combo, pretzels, smoothies • Buc-ee’s: Brisket, jerky walls, kolaches, Beaver Nuggets • H-E-B: Taco stations, BBQ diners, Asian bowls • Hy-Vee, Inc.: Breakfast skillets, burgers, sushi via Market Grille 𝗜𝗻 𝗮 𝘁𝗶𝗺𝗲 𝘄𝗵𝗲𝗻 𝗺𝗮𝗻𝘆 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿𝘀 𝗮𝗿𝗲 𝘀𝘁𝗿𝗲𝘁𝗰𝗵𝗲𝗱 𝗳𝗶𝗻𝗮𝗻𝗰𝗶𝗮𝗹𝗹𝘆, 𝘁𝗵𝗶𝘀 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝗯𝗲𝗰𝗼𝗺𝗲𝘀 𝗲𝘃𝗲𝗻 𝗺𝗼𝗿𝗲 𝗽𝗼𝘄𝗲𝗿𝗳𝘂𝗹. It’s hard to beat the value of a $1.50 hot dog or a $5 full meal while shopping. These food court offerings provide real utility — feeding families on a budget — while strengthening emotional loyalty to the retailer. It’s not just about food; it’s about trust and 𝘷𝘢𝘭𝘶𝘦 𝘱𝘦𝘳𝘤𝘦𝘱𝘵𝘪𝘰𝘯. 𝗪𝗵𝘆 𝘁𝗵𝗶𝘀 𝘄𝗼𝗿𝗸𝘀: • Turns stores into destinations • Builds low-cost, high-loyalty experiences • Supports brand storytelling through comfort and consistency • Reinforces value-driven positioning across categories Retailers are no longer just competing on price or product — they’re competing on how they make people feel. And sometimes, that starts with a hot dog and a soft serve. 𝗪𝗵𝗮𝘁’𝘀 𝘆𝗼𝘂𝗿 𝗴𝗼-𝘁𝗼 𝗶𝗻-𝘀𝘁𝗼𝗿𝗲 𝗳𝗼𝗼𝗱 𝘀𝘁𝗼𝗽? #RetailStrategy #CustomerExperience #BrandLoyalty #Costco #IKEA #ConsumerBehavior #FoodCourtEconomics #RetailInnovation #DwellTime #OmnichannelRetail

🥣 𝗛𝗼𝘄 𝗜 𝘄𝗮𝘀 𝘁𝗿𝘂𝗹𝘆 “𝗮𝗠𝗔𝗜𝗭𝗲𝗱” 𝗯𝘆 𝗮 𝗯𝗼𝘄𝗹 𝗼𝗳 𝗳𝗼𝗼𝗱 Traveling to Bangalore for work this week, my mind was juggling meetings, product checkpoints, and people catchups. When hunger hit, I turned to Zomato for a quick meal—but with one key rule: I’m picky about what I eat. Quality ingredients matter to me as much as design details do in a product. Scrolling through the options, a familiar name popped up — Maiz Kitchens. The ingredients instantly reminded me of those flavorful Chipotle burrito bowls I’ve devoured countless times back in California. Safe choice, I thought. With mild skepticism but a curious heart, I placed the order. When the bowl arrived, I was stopped in my tracks — it wasn’t just the colors or the aroma; it was the note inside. A simple, handwritten message from the founder. A promise of quality, honesty, and care. A direct number, 𝘴𝘢𝘺𝘪𝘯𝘨 𝘳𝘦𝘢𝘤𝘩 𝘶𝘴 𝘪𝘧 𝘴𝘰𝘮𝘦𝘵𝘩𝘪𝘯𝘨’𝘴 𝘯𝘰𝘵 𝘳𝘪𝘨𝘩𝘵. In that moment, I felt something I rarely feel when ordering food online — connection. It wasn’t just a business fulfilling an order. It was a creator speaking directly to a consumer, human to human. And that reminded me of a simple product design truth — great experiences are 𝘣𝘶𝘪𝘭𝘵 𝘯𝘰𝘵 𝘫𝘶𝘴𝘵 𝘸𝘪𝘵𝘩 𝘧𝘶𝘯𝘤𝘵𝘪𝘰𝘯𝘢𝘭𝘪𝘵𝘺, 𝘣𝘶𝘵 𝘸𝘪𝘵𝘩 𝘦𝘮𝘱𝘢𝘵𝘩𝘺. Here’s what I took away from that MAIZ moment: 𝟭. 𝗔𝘂𝘁𝗵𝗲𝗻𝘁𝗶𝗰𝗶𝘁𝘆 𝗯𝘂𝗶𝗹𝗱𝘀 𝘁𝗿𝘂𝘀𝘁. People recognize sincerity. Whether it’s your tone in a note or a feature release, honesty always cuts through noise. 𝟮. 𝗗𝗲𝘁𝗮𝗶𝗹𝘀 𝗱𝗲𝗳𝗶𝗻𝗲 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲. From ingredients to packaging to the texture of rice — every small element added up to a wholesome experience. The same principle holds when crafting digital products. 𝟯. 𝗖𝗼𝗻𝗻𝗲𝗰𝘁𝗶𝗼𝗻 𝗱𝗿𝗶𝘃𝗲𝘀 𝗹𝗼𝘆𝗮𝗹𝘁𝘆. When you make your customers feel seen and valued, they come back — sometimes the very same day. (Yes, I ordered it again before dinner!) As someone obsessed with building human-centered digital products, I truly admire when brands — even in food — remind us of that philosophy in the simplest ways. So thank you, MAIZ Kitchen, for feeding both my appetite and my curiosity. You’ve turned a hungry traveler into a repeat customer. 💬 I’m curious — what’s the last brand that made you feel seen as a customer? 👇 Drop it in the comments, and let’s celebrate businesses that lead with heart. #HumanCenteredDesign #CustomerExperience #DesignThinking #DigitalProductDesign #BangaloreEats #BrandTrust #CX #EmpathyInBusiness

It’s rare for the lime to make it into the refill—but this was about more than the lime. Why did I take a picture of a glass of sweet tea at Texas Roadhouse? Because the second glass showed up just like the first—complete with fresh limes. Small detail, right? But most places forget it. As a customer, that moment stood out. It wasn’t just the lime, it was the signal that someone cared enough to pay attention. That consistency, care, and follow-through spoke volumes about the server and the culture behind them. So here’s the real question for leaders: What small things are your employees remembering that make customers feel seen, valued, and cared for? Here’s a short list to build unforgettable experiences: • Use the guest’s name—frequently and genuinely • Pay attention to their unique needs—and meet them • Follow through on what you say you will do, no matter how small Because customers may forget what they ordered… But they’ll always remember how you made them feel. Train your team to master the details. That’s where loyalty is built—and your brand grows.

Three retail observations/experiences from the holiday week that stuck with me ... Two from outside grocery and one from a local supermarket. 1) The consumer education focus at Total Wine & More. My husband and I stopped in before the Fourth of July, and I immediately noticed the multiple sampling stations and detailed wine pairing posters. When we checked out, I asked the clerk if they did wine tastings and classes. Indeed they do — tastings are already available, and a classroom is in the works. (The location is a remodel.) I wasn't surprised at all because everything about the place screamed, "We are the experts. Anything you need or need to know, we are ready to deliver." It was impressive. 2) The experiential nature of shopping at Scheels. As you enter, you walk under and through an aquarium. Further through the entrance is a Ferris wheel. Upstairs, there are designated spaces to try out a softball bat, hone your golf swing, test a bowling ball and more. It's also one of the increasingly rare places where it's easy to find an associate to help you — and they're friendly and take the time to have real conversations. We went for fun and ended up spending money. 3) The enduring and underestimated value of customer service at Hy-Vee, Inc. I told the gentleman at the meat counter that I've been working on getting better at meal planning and meal prep and asked if I could call ahead sometime and get items cut and prepared for particular dishes, and he responded that they actually had those options ready to go already but that I'd certainly be welcome to call so they could get the whole order together in advance, too — "whatever is most convenient for you," he added. I have to give Hy-Vee a shout-out because I've had one excellent experience after another with their meat/seafood folks in particular. We shop multiple banners, but I talk to family, friends and fellow professionals about Hy-Vee an outsize amount, and customer service is the reason why. #freshproduce #grocery #retail #customerservice #shoppingexperience #customerexperience #training #consumereducation #customerloyalty #wordofmouthmarketing

This summer, in 45 days, I shopped in supermarkets in 12 different countries. I said "𝘨𝘳𝘰𝘤𝘦𝘳𝘺 𝘳𝘦𝘵𝘢𝘪𝘭𝘦𝘳𝘴 𝘢𝘳𝘦 𝘨𝘦𝘵𝘵𝘪𝘯𝘨 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦 𝘢𝘭𝘭 𝘸𝘳𝘰𝘯𝘨". Now this article from MIT Sloan Management Review supports my argument. Grocery retailers are investing in in-store experiences, 3rd party delivery apps, and subscription programs to enhance customer engagement, drive omnichannel growth. While experiential tactics like adding bars boost foot traffic and sales by over 5%, partnerships with third-party apps often reduce impulse purchases and loyalty, and subscriptions risk profitability due to high service costs. The study revealed that customer behavior changes in unexpected ways, making it essential for retailers to align innovations with operational strategy, data insights, and profitability goals. 📍In-Store experiences still drive incrementality, sure. Stores that added cafes or bars saw: +6.82% increase in total spend +5.76% more transactions +15.49% increase in time spent in store My two cents: Food & beverage brands should co-invest in experience zones (like dessert pairings, beverage sampling). This fuels cross-department spend and impulse purchases. 📍Surprise, surprise; impulse purchases decline with delivery apps Partnering with last-mile delivery partners results in -21.2% drop in impulse purchases (esp. snacks, bakery) -6.6% drop in sales volume Relying on 3rd party delivery suppresses #FMCG impulse-driven categories. Brands must rethink digital shelf storytelling and premium placement. 📍No brainer here, of course, subscriptions fuel bigger baskets, but at a cost. For subscribed customers: +55.5% increase in items per order +113.4% increase in order frequency +30% increase in product sales But, approx. 50% of subscribers caused -108.4% profitability loss To resolve this, #CPG brands must help retailers optimize for SKU mix and basket value in subscriptions to avoid profitability erosion. 📍 Consumers shift behavior based on convenience, not loyalty. Shoppers using delivery apps make fewer, smaller trips, buying fewer SKUs, but higher-priced ones. Premium, limited-edition, or DTC-exclusive launches perform better in digital delivery environments. Core SKUs risk de-prioritization. ++ I expect to see more across retailers in 2026 & 2027 ++ 1. AI-based inventory will be mandatory. 2. Delivery platforms will morph into retail and media ecosystems 3. Offline experience zones will serve as sampling hubs (I talked about this at the MIT Platform Strategy Summit in 2022) 👍 4. Shelf-level loyalty programs will emerge, using in-store smart carts or mobile apps, and brands will push on-shelf loyalty triggers like instant coupons. I believe #retail innovation is no longer about features — it's about behavioral precision. Every new tactic must be measured by how it changes the why, what, and where behind each consumer’s purchase. That’s where real ROI begins. Article link 👇

A few days ago, we had a small celebration at home with family for my daughter's 6 month birthday. For the sake of convenience, we turned to Zomato for a big food order. The order must’ve caught their attention because shortly after, I got a call from their team. They asked if we were having a party and after I confirmed, they said, “We’d love to send you a cake for the occasion!” Fast forward an hour later and they sent over a Theobroma cake, accompanied by a personalized birthday card. All of this organized through their app. Zomato didn’t just deliver food that day, they delivered an experience that goes beyond a mere transaction. Here's what marketers can learn from this moment of personalization: 📌 Customer Delight Is the New Loyalty Program Zomato didn’t have to send the cake since it wasn’t part of their service but by doing so, they turned a transaction into a memory. They’ve now created an emotional connection with me as a customer, something discounts and coupons can never replicate. 📌 Hyper-Personalization Wins They paid attention to my order size, made an educated guess about the occasion and added a personalized touch. In an age where AI can assist with data insights, these little human interventions make all the difference. 📌 The Power of Word of Mouth By going the extra mile, Zomato has not only retained me as a customer but also turned me into a brand advocate. Personalization + customer delight = organic marketing. As marketers, it’s easy to focus on scaling strategies, optimizing campaigns or driving ROI. But let’s not forget the basics: 👉 Listen to your customers 👉 Understand their context 👉 Show them you care It’s the little things that often make the biggest impact. What’s one example of a brand that went above and beyond for you? #Marketing #CustomerExperience #Personalization #CustomerDelight

Food prices in the UK have surged, and that has sent more shoppers into the hands of low-price players. Yet, one of the standout performers hasn’t been a price-led retailer. It has been Marks and Spencer. Since fiscal 2022, M&S food sales are up 25%. And this growth isn’t just inflation-driven, it’s also underpinned by higher volumes and new customer gains. The reason is simple: M&S has doubled down on adding value. Stores are being remodeled to better showcase products. Customer service continues to receive investment. And the food offer – which is the hero of M&S – is constantly innovated to deliver taste, quality, experience, and interest. The result is an incredibly powerful value proposition. Yes, some items may cost more, but customers know they are getting more and buying food they will really enjoy. That makes them willing to spend – and it has helped M&S benefit from consumers trading down from meals out to high-quality meals at home. All of this is most visible at Christmas, when M&S attracts around a million more customers than usual as shoppers seek indulgence, treats, and interesting new things. And this year's ranges are looking particularly strong. In an era obsessaled with price, M&S Food is a reminder that value can also be created through experience and product excellence. #retail #retailnews #grocery

Luxury brands are no longer selling dreams. They’re making you taste them.   (What’s more luxurious, owning a Dior bag or dining at Dior’s exclusive café?)   Luxury is no longer just about products. It’s about experiences that engage all five senses.   That’s why top fashion houses are entering fine dining. Dior. Louis Vuitton. Gucci. Cartier. They aren’t just selling clothes. They’re serving status on a plate.   Louis Vuitton’s restaurant in Osaka. Dior’s Café in Paris. Cartier’s Mansion High Tea Experience in New York. These aren’t side projects. They’re psychological power moves.   The longer you stay, the more you spend. The deeper you engage, the stronger the loyalty. Luxury buyers don’t just want products. They crave experiences money can’t easily buy.   This is sensory marketing at its finest. The scent of truffle risotto. The silkiness of a signature dessert. The exclusivity of a brand-curated menu. It all builds desire.   And when luxury is tied to taste, touch, and smell, it becomes unforgettable.   Why This Works So Well   1. It Triggers Exclusivity Bias A bag? Many can buy. A seat at a private Louis Vuitton dinner? Few can get in.   2. It Hacks the Scarcity Effect Limited-edition menus. Secret dining clubs. The rarer it is, the higher the perceived value.   3. It Increases Dwell Time More time in-store = More emotional attachment. And that leads to bigger, impulsive purchases.   4.  It Creates Social Proof & FOMO A Louis Vuitton meal isn’t just a meal. It’s a status symbol on Instagram.   5. It Expands Revenue Without Dilution Dining doesn’t weaken brand equity. It reinforces it.   Luxury is no longer just seen. It’s tasted, touched, and experienced.   Would you visit a fashion house just for its food? Many already do. And that’s why culinary couture is the future of luxury.

What your brand can learn from a £350 fish supper. 🐟 🍟   The Jellycat hype train rolled into Selfridges and their Fish & Chip experience is now completely booked out for the next 3 months. People have been travelling from all over the world to visit and the fish supper set (fish teddy, chip teddy & mushy pea teddy) has been selling for over £350 on eBay.   I was lucky enough to pop past last week with my 2 young daughters to experience it and see what all the fuss was about.   It serves as a textbook business lesson in building hype and building demand, here are the 5 key takeaways:   1) Absurdity   Grown adults (as well as children) were delighted to pour pretend salt and vinegar from teddies onto fish and chip teddies. The fish teddies were ‘served’ from a deep fat fryer. The whole thing is just so absurd that it captures people’s imaginations.   Irrational and illogical quite often equals memorable if your business is brave enough to lean into it.   2) Scarcity   Well managed scarcity is, quite simply, the most effective demand building tool of all time. The more difficult something is to obtain, the more valuable it becomes.   By being fully booked for 3 months and by limiting the number of customers daily, Jelly Cat perfected driving demand (and brand equity) through manufactured scarcity.   3) Quintessential Icon (for free!)   Fish & Chip is such a characteristically iconic UK experience that the Jelly Cat Fish & Chip experience has been a huge draw for people visiting the UK from overseas. By leaning into something so closely tied into our national identity they managed to create a uniquely British experience, enjoyed by people from Britain and visitors alike.   Jelly Cat borrowed brand equity – not from an influencer or another brand – but from a complete icon – and for free.   4) Virality   Anyone posting about the experience on their socials is bound to get great engagement given how simultaneously photogenic and bizarre the whole thing is.   If you are planning a big initiative for your own brand, you would be well placed to optimise it for how it plays out on your customers social media channels.   The more engagement it drives, the happier they will be to share.   5) Execution   It is always the little things that matter, and the quality of the experience was completely elevated through their attention to details. Charismatic actors served up your tasty treats with aplomb, the ‘meal’ was wrapped in Jelly Cat newspaper before being popped in a branded bag held closed by a matching clothes peg, and each item was personalised with the shoppers name on it.   If you absolutely and positively sweat the smallest of details, the sum of the parts very often dramatically exceeds and amplifies the whole. If the tiniest details are great, 2 + 2 can often equal 10.   When it comes to business, quite often the crazier something is, the more you can learn from it.