Michelle Gass

It’s All About The Experience At SGG and Associates, we are well into Q1 Earnings Season and our review of the 250 consumer facing companies that are competing for share of the consumer spend, loyalty and “mindset”. Especially striking is the extraordinary and growing divide between Walmart and Target. Walmart U.S. Comp Sales (x Fuel) were +3.8% while Target Total Comp Sales declined 3.7% There is no question that both retailers have broad appeal and audiences and offered a sense of value.  But their approaches to the consumer have dramatically changed. Target was always known as the “cool” big box store, with incredible designer capsule collections that created lines before store opening and sold out immediately. Walmart built their following on the promise of “always low prices” and incredible value. Their roles have changed dramatically.  Target just announced thousands of price cuts in their recent earnings report, a clear nod to the impact inflation has had on their customers, and an attempt to reverse their sales trend. A trip through Target will illuminate their almost complete shift to private labels. Walmart has introduced a balance of designer and private label brands. In their pilot “stores of the future” concept, these brands are showcased in “shops” complete with lifestyle presentations. Newness is continuously introduced into these stores. This concept test has worked and Walmart is now rolling the concept out nationally. But even more striking is the dramatic difference between Walmart and Target in the “customer experience”. At a recent visit to a newer Target store, we were greeted by an expansion of categories that were locked behind glass doors. This included everything from laundry detergent to Men’s socks and underwear. Pressing a red button on the case would supposedly summon an associate.. who never came. During the same week at several Walmart stores, associates were folding inventory, and refreshing displays. And, when asked about the location of a department, associates ( on numerous occasions) escorted us to the correct aisle. Indeed, it’s no wonder that Walmart Doug McMillon reported in last week’s earnings report that Walmart gains were coming from higher income customer. It’s not just about price.. it’s about creating a comprehensive and compelling customer experience that includes price, presentation and service. 

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There’s been much debate about the future of supermarkets. Whether it’s the technologies revolutionizing the in-store experience, the rise of private label brands, or the new sales channels attracting younger generations. Yet, one of the most transformative changes we’re seeing is the growing focus on in-store dining and grab-and-go meal options. Supermarket giants worldwide are heavily investing in foodservice, converting parts of their stores into restaurant-style dining areas and convenient grab-and-go hubs. This shift is rippling through the entire supermarket ecosystem. Staffing needs are evolving, with traditional roles like cashiers and stockers now complemented by kitchen staff and foodservice teams. Additionally, commercial and operations teams are requiring new skills and expertise. Store layouts are being reimagined to accommodate meal prep stations, seating areas, and expanded product assortments. Ultimately, this fusion of retail and foodservice is reshaping the entire business model, introducing both new challenges and opportunities. Walmart is just one example, many other supermarket chains around the world are also embracing this transformation, recognizing its potential to redefine the grocery industry.

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CPG Panel — “More than commerce”: 🔥 We are working on a mega panel (June 13) of CPG powerhouses right now including some of my great friends: Jamie Schwab (Colgate-Palmolive) Jamie Decker (Del Monte Foods, Inc.). We will be diving into the importance of driving direct-to-customer engagement through digital, not just commerce. Topics: (4) 1. First-party data strategies 2. Customer engagement 3. Omnichannel marketing 4. No doubt AI! We still have a few panelists spots remaining, feel free send me a DM or comment below if you may be interested or know some who would be great for this topic. #ecommerce #digital #omnichannel #strategy #cmo #cdo #ceo #cro #leadership #retailecommerceclub #cpg #privateequity #playtowin

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