We know running a grocery store is hard work, and ecommerce can be even tougher - but it doesn't have to be, especially if you’re using the right ecommerce provider. But how do you know what the best ecommerce software for your grocery store is?

No worries! Rosie strives to provide a profitable and flexible solution when assisting you with your ecommerce needs. Independent grocers can easily get their hands on the essential software and pricing needed to increase basket size.

1) Offer a customer experience your competitors can’t

Our focus is keeping your customers happy with features like one-click checkout and product discovery - all which contribute to bigger basket size. In addition to providing shoppers with a modern and streamlined experience, we offer loyalty integration with partners like AppCard so you can provide customers with the best prices online (as well as in-store). Another example is our personalized recommended items on the homepage of your online store to remind customers about you can’t-miss items!

2) Harness the power of digital merchandising to drive revenue

Fun Fact: Rosie’s average basket size is over $116.00. Our retailers typically experience a 4.1x larger basket size online than in-store. Your success is our success - our goal is to provide the best ecommerce program for your grocery store. Rosie provides several different paths that are catered to your needs. Plus with the loyalty options available, customers have more chances to save. It’s a win-win!

4) Provide top-notch convenience to customers, at-home or on the go

According to our survey, 50% of shoppers use ecommerce providers to avoid trips to the store. Never fear, Rosie is here! Your customers can now shop on laptops, desktops, smartphones, and even tablets. Our software allows your customers to shop whenever it's convenient for them. Your customers have the options to pick up their grocery order in the store or by using curbside pickup, local pickup, or home delivery. Additionally, Rosie Mobile has a three times conversion rate that is completely run by retailers.

5) Use our insights and data to build awesome customer relationships

With Rosie’s Data Analytics platform, you can access an in-depth understanding of who your customers are. From gender and age to what time of day your customers order most, our proprietary data allows you to grasp exactly who your audience is. Our retailers get a snapshot of their online program, from how many orders you receive to revenue breakdowns - all knowledge that improves how you run your program and identifies where you can make improvements.

6) Compete with big brands like Walmart and Kroger with an online program that is personalized to your store

Whether you’re a 30-store or a single-store operator, independents like you can and should compete with Walmart, Kroger and other national chains. These national retailers are offering convenient, time saving ecommerce and with Rosie, you can too. Our team has built easy-to-use tools that help you run an efficient and profitable online program, whether you’re a team of one or ten. We pride ourselves in being agile and constantly building a product that grows with our grocers - we know in order to stay competitive, change and improvement needs to be top of mind. Your store deserves a shopping experience that is built for your store, keeping your brand front and center for your shoppers as you build brand loyalty and scale repeat business.

7) Easily communicate and market to your customers

Marketing tools are essential to the success any retailer’s brand, and they can work wonders if used correctly. Now, independent grocers have access to some of the best marketing tools in the industry with Rosie. Some of the marketing features retailers can use are direct linking (deep linking), Recommended Products, Collections (digital endcaps), and Marketing Panels. These retailer-controlled tools are a great way for retailers to promote and market specific product categories or items around holidays, such as Halloween treats or Thanksgiving must-haves.

8) Bring your in-store specialties online, from quick-serve to catering

Do you have an apple pie that’s the talk of the town? Or a sandwich platter that just doesn’t quit? Bring these items online, and create customizable options with your store’s most unique products using Cater. Retailers can now close the gap between custom food orders and ecommerce, and reap the rewards with larger baskets. Also, retailers save time by bringing these items online, allowing for customer modifications and creating a beneficial way to accommodate large families and intimate parties.

9) Know our team is here to support, whenever you need us

Our people are what makes us different from any other provider. Our 24/7 support, from onboarding to account management, is with you every step of the way as you navigate ecommerce from start to finish. No question is too small, and no challenge is too big!

When you choose Rosie, you can rest assured that you’re choosing the best option to guide you through your ecommerce journey. Our mission is to serve the independent community and give grocers the tools they need to operate an online program that is a win-win for everyone: bigger baskets, happy customers, and an option that gives you an advantage to any competition.

Do you need more convincing on why Rosie is the best choice? Contact our team.

With August well underway, families are maximizing the final weeks of summer squeezing in pool parties and dinner time grilling. Our independent retailers across the country are helping online shoppers discover the items they need for any event, from burgers to brats, Weekly Ad specials, and more.

But don't wait for customers to plan for their next summer gathering - remind them of all the inventory you have ready and waiting. Rosie's easy-to-use retailer tools - Marketing Panels, Collections, and Direct Linking - all give you full control on what products to push to your shoppers any time of the day.

Step 1: Create a memorable Collection

Your store is different than any other grocer - that's what makes you special. Assemble your online store pages in a way that helps you advertise products that makes sense for your brand and any relevant holidays and events.

This store example highlights "Summer Favorites" and offers customers everything from desserts to beverages, produce and condiments - all in one spot! Save your customers time and help them build a robust basket filled with anything they could possibly need.

Step 2: Share your online store pages - more eyes, more revenue!

Now that you have an online page that contains all the items you want, make sure to share that page with your shoppers - how else will they know you have all these fantastic products ready for purchase?

• Post on Facebook
• Post on Instagram
• Share via email
• For pages that won't change (maybe a Collection around a holiday or big event), create a QR code and flyer to pass out to customers in-store.

The takeaway? Help your shoppers discover your products - don't wait for them to find your site and navigate to one of your pages. As families prepare to head back to school, shoppers appreciate all the support and direction possible - all of which you can do in two easy steps!

Need help getting started with Collections or want to learn more about Rosie ecommerce? Reach out today.

As a retailer, you know exactly who your audience is. You’ve studied their likes, dislikes, and everything in between. You cater to their every need by providing them the best quality of food, give them the best customer service, and likely know some of your customers' backstories and lives. You can successfully say that you have “customer loyalty.”

As much as you love your current customer base, you probably realize you need to expand your audience to grow your business. How might you do that, though?

Recently, the team at Rosie developed a shopper survey to determine and understand why customers shop online. Understanding the different demographics of 5,000+ respondents can help retailers develop a plan that can better reach their target demographic.

Gen Z

You can describe Gen Z (23 and under) as a tech savvy group, which means they are very familiar with technology and utilizing online shopping. 45% of Gen Z use grocery ecommerce to save time, while 39% use it to avoid a trip to the store. Essentially, Gen Z may not have time to shop for groceries due to their busy schedules, where time is divided among classes, volunteer work, and extracurriculars. Sometimes, they may not have enough time to shop for their groceries. If your store is near a university, fully take advantage of the opportunity to connect with these students on the go. A great idea to start with is creating promo codes specifically tailored to those university students. The goal is not only to make their shopping experience easier, but also encourage them to utilize your store as their main grocer.

Millennials

Millennials (25-40) are present-day parents and young professionals, and more than half of these survey respondents use Rosie to avoid trips to the store. Millennials have extremely busy schedules filled with work, errands, and taking care of their children. Millennials who work full-time don’t always prioritize grocery shopping on their to-do list, and it’s imperative they have the online option to make their grocery experience much easier to feed themselves and their families. One way to connect with this group is by having more open slots after 5 pm so they can order groceries after work or when their children are released from school. You can even create a promo code catered to their needs. For instance, BACK2SCHOOL can be used for parents that are preparing to buy items for school lunches.

Gen X/Baby Boomers

Fun fact: Baby boomers are now the fastest-growing category of ecommerce shoppers! Yes, Gen X (ages 41 -56) and baby boomers (56+) can be described as “traditional consumers,” but the more that ecommerce adapts and caters to them, the more they will utilize online services. A great way to connect with baby boomers is partnering with nearby retirement homes. You can provide free delivery to ensure that residents get exactly what they need. Make sure that your shopper website has easy usability and advertise Rosie’s Level AA WCAG compliance on social media and your website.

Expanding your target audience is one huge step to expanding your business. When you know how to cater to a specific audience or demographic, you can guarantee more users and shoppers. Utilize these tips and get the audience that you want to become part of your regular customer base!

Have questions on how to expand your audience? Contact our team.

At Rosie we know independent retailers are constantly on the move - stocking shelves, processing checkouts, scheduling staff members, keeping track of out of stocks, and so much more. When you’ve got a to-do list longer than a Thanksgiving grocery shopping receipt, it can be hard to find the time to promote your online store and products, especially if your team doesn’t have a dedicated marketing department.

But marketing your program is critical to getting online orders - no one is going to shop with you online if they don’t know you offer it! We put our heads together to come up with simple things every single Rosie retailer can do right now to promote your online shop and grow ecommerce sales. The best part? Each of these tips take 15 minutes or less!

Announcement Panels

If you have an important message you want all of your online shoppers to see as soon as they arrive on your shop, then announcement panels are the way to go. Let customers know when you have a big sale, out of stocks, or holiday hours by creating an announcement panel, or even a rotating carousel displaying up to three messages!

Direct Linking (aka Deep Linking)

These days, tons of shoppers are finding products they want to buy just by scrolling through their social media feeds. Rosie’s simple but powerful direct linking (previously referred to as deep linking) allows you to directly link to products on social media, email marketing, and your website. Simply post an image of the product you want to direct customers to, write a witty caption, and include the link in your post!

Social media

Speaking of social media, make sure you’re posting regularly about your online program, even when you aren’t direct linking to products. Get creative by posting photos of your curbside pickup, your delivery van, and even spotlight your best pickers to promote all the ways your store fulfills online orders.

Clickable Weekly Ad

Do you utilize a Weekly Ad? Rosie can help you make it shoppable on your online store in 15 minutes. The Clickable Weekly Ad is interactive and allows your customers an easy way to shop sales directly. Plus, customers spend over two minutes shopping the ad, which is four times longer than another other section of Rosie. The Weekly Ad Manager is located in Rosie’s Control Panel and available to all Rosie retailers.

Recommended Products

If you have a lot of success with curated displays and hand-picked items in your store, use the Recommended Products feature to bring that same experience online. These are the first products your online customers see when they arrive on your online shop. Fully retailer controlled, update the items that populate here as often as you please on the Control Panel. Our most successful retailers are updating the Recommended Products section at minimum 1-2 times each month.

In-store signage

If you’ve got loyal shoppers who haven’t given online ordering a try, make sure to put signs all over your store so they know you offer it. Create bag stuffers to put in their grocery bags, put signs on your shopping carts, in your checkout lanes, and in the aisles! Here at Rosie, we say sometimes customers need to hear something seven times for it to sink in.

These tips are just the beginning! Our team can help you use Rosie tools to grow online sales or work with you to develop a marketing strategy. If you have more than 15 minutes, you can find all of our best practices in our recent July Fireside Chat webinar.

Reach out to our team today for a copy of the recording or to speak to an account manager about other easy, creative ways to market your online shop.

One of the most exciting projects to be working on in the Rosie world is our new retailer-branded mobile apps. The development team is currently hard at work translating the online experience to what will soon be mobile apps tailored to Rosie retailers’ branding. Matthew Hughes, DevOps Engineer, is part of the team making retailer mobile apps a reality. We chatted with him about his role and what goes into creating the next phase of Rosie’s mobile experience.

Everyone has a different journey that led them to working at Rosie. What’s yours?

I worked at a consulting firm focused on DevSecOps (development, security, and operations), but eventually I decided to focus just on DevOps (development and operations) outside of the consulting world. I wanted to be a dedicated resource on a team. A recruiter told me about Rosie, so I decided to interview.

My team is super tight and close knit, with people who are happy to jump right in and help. Since the company is young and growing, it provides a lot of opportunities to try new things and develop our processes. At Rosie we say “nothing is sacred,” so we all have the opportunity to present our ideas and put them into action if we think we should try things a different way.

You’re on the team working on an exciting new product: Rosie Mobile. Our retailers will be able to offer their customers a fully branded, retailer controlled mobile app. Help us understand your role in this process.

My job is to help the development team continuously build the mobile apps quickly and efficiently. This is so we can deliver a reliable product to our end users, aka our retailers’ customers who will be shopping on the mobile apps. I’m also tasked with helping to figure out the best way to continuously provide updates to the apps once they go live on the app store for iOS and Android.

Many of us believe it takes a really long time to make a mobile app. Will Rosie be creating each retailer’s mobile app from scratch?

No, we’re creating one white label application. This means that the base level app for every retailer will look the same. We’ll then have different configurations for each retailer. These configurations include things like the retailer’s logo, brand colors, products, and some tools and features - this is really where the customization comes in.

What do you think is the most important reason retailers should get their own branded mobile app?

Having your own branded mobile app lets you provide a more custom experience to your shoppers. Rosie has an app now, but having your own store-branded app means you more fully control your customers’ end experience with your store.

Plus, there are so many different things you can leverage in a mobile app that you can’t when you’re shopping from a desktop. Getting the app now means you’re set up to take advantage of other cool capabilities in the future that you can only use with your phone, like using the camera and more.

Last question: what do you currently have in your Rosie cart?

Pickles for sure. My favorite ones are bread and butter jalapeno pickles. Then, I always buy blueberries and wasabi-ginger almonds. They’re really good!

Any independent grocer knows how much their shoppers want to take advantage of sales, promotions, and loyalty. Retailers who hope to cultivate a loyal customer base understand that offering the best deal to their shoppers is an essential part of winning their business. Rosie understands this too, which is why we believe so strongly in our partnership with AppCard, a leading loyalty and rewards integration that uses artificial intelligence to gain useful insights into your customers every time they shop and deliver rewards to our retailers’ online stores.

AppCard is the next generation of customer engagement, and Rosie is proud to join forces. For retailers looking to take advantage of personalized marketing, digital coupons, and shopper analytics, this is the perfect integration to connect to your Rosie store. Your shoppers can easily sign up using just their mobile phone number to receive digital receipt and specialty loyalty pricing, earn points and rewards, and receive in-store promos when they’re shopping online.

Here are the top reasons every independent retailer should adopt a rewards and loyalty program for their online store:

Jumpstart first-time sales

Offering some type of incentive to shop with you is often the most successful method to attract first-time customers. It makes sense then that new buyers who have a coupon code are more likely to try out your offer, which leads to more sales for you and an expansion of your potential customer base.

Increase basket size

There’s quite a bit of data to back up the premise that customers spend more when they are using sales or discounts. For example, 77% of customers spend up to $50 more when using a discount code. If you’re looking for a simple way to increase your customers' spending at your store, offering discount codes and promotions are a low effort, high return way to do so.

Bring in-store promos online

At Rosie, we’re all about helping independent grocers translate their in-store experience online. One fantastic way to offer the same quality of in-store service online is to offer the same great deals online as you have at your brick-and-mortar. Make it just as easy for your customers to shop online as they do in-store and you’ll see your online orders increase.

Improve customer loyalty

If you don’t already offer your loyal customers rewards for shopping with you, now is the time to start! It’s common knowledge that the best chance you have to grow your revenue is through your customers who already know and love you rather than expanding your customer base alone. In fact, existing customers are 9x more likely to convert than first-time buyers. Strengthen those ties with your regulars by rewarding them today.

Offer the digital capabilities of a nationwide chain

A core part of Rosie’s vision is giving independent retailers the tools they need to offer a quality online experience that stands toe-to-toe with that of big box stores like Kroger and Walmart. The service that AppCard delivers similarly equips retailers with all the digital capabilities they need to surpass customer expectations without breaking the bank.

If this sounds like it would be right up your alley, don’t hesitate to reach out to our team today to learn more about how your online program could benefit from rewards and loyalty like those that AppCard offers.

One of the best ways to entice a shopper is with a good discount or promotion code. As a retailer, are you issuing promotions and discounts as often as you could be? We know it sounds counterintuitive, but giving your shoppers coupons and discounts are a great way to make money. Promos can lead to bigger baskets, repeat purchases, and even build customer loyalty.

Promo codes are also a great way to increase basket size. In fact, customers who use coupon codes typically spend 24% more than shoppers who don’t use them. Just think about it - shoppers are more likely to buy more things if they believe they’re getting a great deal. Give them an excuse to load up on a few more items!

Consider issuing promo codes at strategic times - holidays or several weeks since a customer’s last purchase - to prompt shoppers to make another purchase. Sending them an email with the latest promo code is a great way to re-engage them and give them a reason to place another order with you when they otherwise may not have.

Finally, promos create customer loyalty. Shoppers who get accustomed to receiving discounts on their birthday or purchase milestones (how about $10 off for their 10th order?) will continue to shop with that retailer. Earn their dollars by showing your appreciation for them as a customer.

Need some examples for promo codes you could create? Rosie retailers have used hundreds of different promotional offers to boost sales. We've crunched the numbers and are happy to share with you some of the most popular ones Rosie customers use, plus some other ideas:

STUDENT - It’s no secret that younger grocery shoppers love to shop online - 75% of Gen Z shoppers prefer to do most shopping online when they can out of convenience. Make a promotion with them in mind to attract them to your store.

SENIOR - Americans over 65 are now the fastest-growing category of ecommerce shoppers. Reward your senior shoppers with a code just for them!

GIVETHANKS - Holiday themed promos, like this one for Thanksgiving, give shoppers a helping hand during some of the busiest shopping seasons.

SUMMER15 - Shoppers like knowing how much money they’re saving, so put the percentage or dollar amount they’re getting off their purchase into the promo code so they can directly see the savings.

FACEBOOK10 - Track your coupon codes by putting where you advertised them in the name. By using one that you put out on Facebook versus a different one you shared on email, you can see where your customers are most engaged and most likely to see codes.

Looking for more discount or promo code inspiration? Reach out to our team to get some ideas.

Rosie, the leading ecommerce solution for independent retailers and wholesalers, surveyed over 5,000 online grocery shoppers in June 2021 to gain insight into their shopping habits.

According to survey results, most shoppers (80%) plan to continue placing grocery orders online at the same rate or more in the coming 12 months. Additionally, the most popular reason customers shop online is to save themselves a trip to the grocery store and/or avoid lines (50%), with COVID/safety concerns at only 18%.

Key findings:

• 80% of survey respondents said they would continue using online grocery ecommerce services in the next 12 months, the same as or more than they currently do now. This includes 87% of millennial respondents (ages 24-40) and 78% of Gen X/Baby Boomers (41-70+).
• 50% of all respondents said they use grocery ecommerce providers, like Rosie, to avoid a trip to the store/avoid lines while only 18% said it was due to COVID/safety concerns. Saving time was the most popular reason for the youngest demographic, Gen Z (23 and under) at 45%.
• In-store signage and word of mouth were the most popular ways for customers to learn about their local retailer’s online program. 43% of millennials and 31% of Gen X/Baby Boomers learned about ecommerce through signs in-store. Word of mouth traveled to 18% of millennial respondents and 19% of Gen X/Baby Boomers.

“The online guests using Rosie to save time, save money, access groceries, and safely acquire food for themselves and their families are the lifeblood of Rosie and Rosie’s retailer partners. Our focus is on the customer experience and we’ve implemented this survey to learn more directly from them. The findings help our retailer partners with suggested operational improvements and give grocers new proven ideas to expand their online programs. Internally, our teams will use this updated information to build better software and to update best practices for servicing shoppers and their favorite local retailers,” said Dave Makar, Chief Customer Officer at Rosie.

This was the first customer survey Rosie has issued since the COVID-19 pandemic. Participants in the survey had either created a Rosie account or placed at least one online order with a Rosie retailer since January 1, 2020.

Earlier this year, Rosie completed a $10 million round of Series A funding, enabling the team to introduce new tools to enhance the shopper and retailer experience, launch new products to provide a seamless omnichannel journey for shoppers at home, in-store, or on-the-go, further invest in monetization opportunities to increase retailer profitability, and recruit the best and brightest talent to accelerate product development.

For more information on how to get started with ecommerce, visit https://promo.rosieapp.com/getintouch. Follow us on LinkedIn, Facebook, and Instagram.

There’s no denying the pandemic supercharged the adoption of ecommerce for independent grocers. Something that many retailers thought might be a “nice to have someday” became an overnight lifesaver for their business as fewer and fewer people were going grocery shopping in person. But as the “new normal” slowly starts to feel just like normal again, retailers who still haven’t adopted ecommerce may be wondering if online shopping is worth investing in. For those retailers with or without ecommerce, Rosie is shining a light on the future of online grocery shopping and why it is an absolute need post-COVID.

The data is clear: 80% of Americans plan to continue grocery shopping online the same amount or more in the next 12 months. The reality is, most consumers who used online ordering, picking, and delivery services for the first time during the pandemic have come to depend on convenience and reliability. It’s projected that in the next couple of years grocery ecommerce usage will stay the course and reach 55% of all US consumers by the end of 2024.

As online ordering becomes more popular and normalized, independent retailers who don’t offer will seem behind the times and customers will choose to shop with competitors. And even though Instacart may be grabbing all the headlines, the reality is that 65% of online grocery shoppers are buying directly from their local grocer instead of going through an ordering system app. It’s also clear that COVID isn’t the only reason customers now order online - 59% of customers cite “saving time” as their reason for ordering online. Plus the 20% who report difficulty getting to a grocery store represents those shoppers with disabilities, childcare needs, irregular work hours, and seniors who can’t get to the store themselves, and rely on this service. Those that depend on this convenient option won’t simply start coming into your store, they’ll choose to shop with another retailer entirely.

The reasons for adopting and retaining ecommerce for your grocery store aren’t entirely customer focused - there’s also plenty of benefits for the retailer. For one thing, customers who shop online have larger basket sizes than in-store shoppers. Even between digital ordering systems, at Rosie we’ve found that conversion is 3x higher on mobile than desktop.

But one of the greatest advantages of the right ecommerce system is the tools that make your business better. In 2021 data is king in every industry, and grocery is no exception. Data reports like those from Rosie Data Analytics can be essential to understanding trends in your business and customer behavior to better inform your marketing and strategy. Ecommerce tools also alleviate staffing pressures. Offering online ordering through Cater for your signature prepared foods means your employees don’t have to spend time taking orders over the phone that take them away from other customers. Integrations like a point of sale order integration (POSOI) will free up checkout lanes in-store because customers can complete purchases online.

Some aspects of our daily lives may be returning to pre-COVID routines, but many things are forever changed - grocery ecommerce is one of them. Independent retailers who want to retain and attract customers, grow their sales, and innovate their business practices won’t be able to do all of these things at once without ecommerce. Now that grocery shopping online is part of the post-pandemic “new normal,” it’s time for these retailers to get on board.

Interested in learning more about ecommerce with Rosie? Reach out to our team!

It’s no secret that staffing and labor are hot topics in the grocery industry right now as retailers face several challenges. While many independent retailers were able to hire service industry workers and others looking for work during COVID, the landscape is changing rapidly for retail in the US and there’s much more competition for workers. In a situation where there is so much outside of an independent retailer’s control, it’s important to identify and streamline those things within your control:

1. The way you position yourself and the job opportunities you offer to jobseekers.

2. The way you evaluate candidates to guarantee you’re finding the right fit for your needs and who will also stay in the role long term.

Sell them on a career in grocery

To start, independents should think about all the reasons why a career in grocery is rewarding, particularly if they’re looking to attract workers from outside the industry. Consider exactly what makes your store a desirable place to work - do you have deep ties to the community? Make this the cornerstone of your marketing and social media presence. Are you making tech, data, and ecommerce a key part of your strategy? Attract workers interested in tech and excite them with the cutting edge changes happening in our industry. Clearly explain how your business is transforming and the needs you are fulfilling for your customers to paint a compelling picture of why others should get onboard with your vision.

Demonstrate opportunities for career growth

There’s no shortage of headlines covering increased wages at leading brands, but positioning yourself as a competitive choice to job seekers is also about culture and job trajectory. Workers who are motivated by wages are also looking for something else: a pipeline of opportunities for career growth. If several of your management level employees rose through the ranks, you can tell a powerful story about your business rewarding hard work with greater responsibility and leadership opportunities. Advertise professional development workshops and training your company offers to demonstrate the career potential workers have if they join your ranks.

Hire the right team

Once you’ve sold job seekers on a career in grocery with your store, how can you be sure they’re a long term fit? To ensure the health of your ecommerce program, it’s essential to have the right people in those roles. Running a successful ecommerce program requires a capable Director of Ecommerce and pickers who can fulfill orders efficiently and correctly.

An Ecommerce Director oversees the online shopping service and ensures its success. Typically a Supervisor or Assistant Manager, the primary responsibilities are to drive customer adoption and program results. This is achieved by focusing on quality control, labor efficiency, checking the accuracy of the shopping site (product data, pricing, etc.), and making sure exemplary service is provided to customers. Look to hire someone who has experience running ecommerce or has an interest in tech. This is a great opportunity to promote someone in your organization looking for greater responsibility (that opportunity pipeline!). Experience in customer service and marketing will come in handy when it comes to spreading the word about your online offering.

Stores typically train 3-4 employees for picking and processing customer orders to support anywhere from 25 and 300 orders per month. On average, it takes these employees approximately 10 minutes to pick a $60 order (20-30 items). When it comes to training new workers for these positions, it’s essential that they learn the store layout quickly and well. One tip is also to train all employees how to pick and the best practices so anyone can jump in to assist in fulfilling online orders during busy times. While it may take some time to train all your employees, it could save a headache down the line during busier seasons.

While many grocery shoppers are starting to return to in-person shopping, 80% of shoppers told Rosie they would continue ordering groceries online either the same or more than they currently do in the next 12 months. To ensure your store can keep up with the continuing demand, it’s essential to have the right workers in place to make your ecommerce program a success.

Have questions about running an efficient and profitable ecommerce program? Speak to one of our experts.

For an estimated 25 million Americans, the U.S. Department of Agriculture’s (USDA) SNAP program is a necessity. In 2019, SNAP purchases made up $56 million grocery sales, and data indicates growing reliance on affordable, healthy staples.

But as we’ve seen through the pandemic, in-store shopping wasn’t always an option. In fact, many of those depending on access to groceries through SNAP benefits were those that also needed to work to support their families, and relied on delivery services to accommodate the shift in lifestyles.

Because of this need, our team is laser-focused on making it possible for independent grocers to offer their customers SNAP Online. Thousands of customers rely on local grocery to provide the healthy meals on their table, and we’re working with the Food and Nutrition Service (FNS) and several POS providers to make this pilot program possible for independents - not just the Walmarts and Krogers of the world.

The application is a challenging process, and there are several moving pieces to get crossed off the to-do list. To get a better understanding of what it takes and how to get started, we sat down with Rosie’s in-house SNAP expert and Software Lead, Jon Mareane, to have some of our Rosie retailers top questions answered.

*Stats provided by the Center on Budget and Policy Priorities and USDA

Q: What are the three things I should know before starting the application process?

1 - It’s easier than you think. There are a number of FNS or Fiserv-mandated assignments you’ll be asked to complete, but we have a strong collection of templates and guides on how to complete these. Do not be intimidated by the process.

2 - Ensure you’re eligible for SNAP. You must be located in a state where you’re able to offer online SNAP, and must be storing SNAP flags in your POS and sending them to Rosie.

3 - The sooner you complete all your FNS and Fiserv assignments, the sooner you get into the FNS testing and approval process. The FNS team is bringing retailers into the testing queue in order that they’ve completed all requisite assignments.

Bonus: Even if you’re not sure if you’re ready to dip your toes into the SNAP process just yet, go ahead and complete the first step - the letter of intent. It takes minutes and sets you up for the next stages in the process, even if you need some time before you make a final decision on pursuing online SNAP integration.

Q: So to clarify, do I have to offer in-store SNAP as well?

Yes! Please review the FNS requirements for offering online SNAP here. You will also need to ensure you’re sending the SNAP flags on a product-level basis to Rosie. Check with your POS provider or scan coordinator if you’re unsure of whether Rosie is receiving SNAP flags for your store.

Q: How long does the process take?

The pre-testing assignments & meetings with FNS & Fiserv have been taking between 2-8 weeks to complete, while the testing phase is estimated to last 1-4 weeks. We expect these timelines to shorten as more and more stores get online with SNAP.

Q: What is the approximate cost to offer SNAP Online?

Online SNAP comes at no additional cost from Rosie for our retailer partners (Essentials Tier or above). Starter stores can add SNAP via a $99/mo add-on to their ecommerce package.

Note that Fiserv, the payments provider who will be processing SNAP payments on your Rosie site, may have set up/monthly costs associated with using their service. These fee structures are variable, so please contact your Fiserv representative or the FNS-introduced Fiserv representative for more information.

Q: If I already have ecommerce with Rosie, how does this change my current online store / checkout process?

For the non-SNAP customer, very little will change. Upon entering checkout, users will see a prompt to opt in or opt out of using SNAP online. For folks that opt out, they’ll never see any SNAP options in checkout moving forward, though they can go back and opt in to using SNAP online in their preferences menu.

For folks that opt in to using SNAP online, they’ll notice a number of changes to both checkout and the shopping site. SNAP-eligible items will be marked as such on the shop, while in checkout they’ll have options to add their SNAP card, select which items to spend their benefits on or select how much they’d like to spend, and be prompted with a PIN entry system upon completing checkout.

Retailers will also notice some enhancements to the order picking process - more on that to come soon!

Local retailers already make a big impact on their local communities, and offering online and in-store SNAP ensures that all families, regardless of socioeconomic status, can access healthy and affordable food. To learn more about getting started with SNAP Online, contact Jon Mareane and his team at snap@rosieapp.com.

Creating a better product starts with learning what is and isn’t working directly from the people who know best: the everyday Rosie shoppers. To learn more about how the customers who shop with our independent retailer partners use Rosie’s ecommerce tools, why they shop online, and how often, we’re able to evaluate our own products and share insights with our retailers.

In June 2021 Rosie surveyed 5,000+ people who have created Rosie accounts or placed an order since January 1, 2020. Our team sought to find out a few key things including: what is the most common reason to shop online instead of going in store? Do people plan to continue shopping online after the pandemic? What do people think of online ordering by demographic?

Here are the most important learnings for independent retailers who want to know the answers to those same questions and more:

E-Commerce is Here to Stay

80% of survey respondents said they would continue using online grocery ecommerce services in the next 12 months, the same as or more than they currently do now. This includes 87% of millennial respondents (ages 24-40) and 78% of Gen X/Baby Boomers (41-70+).

Convenience is King

50% of all respondents said they use grocery ecommerce providers, like Rosie, to avoid a trip to the store/avoid lines while only 18% said it was due to COVID/safety concerns. Saving time was the most popular response for the youngest demographic, Gen Z (23 and under) at 45%.

Shout about ecommerce from the rooftops

In-store signage and word of mouth were the most popular ways for customers to learn about their local retailer’s online program. 43% of millennials and 31% of Gen X/Baby Boomers learned about ecommerce through signs in-store. Word of mouth traveled to 18% of millennial respondents and 19% of Gen X/Baby Boomers.

So what are the most important takeaways for independent retailers?

• While COVID may have been an important factor in convincing more people to try online ordering in 2020, it’s not the most important reason why people shop online. This service is essential for customers looking to save themselves a trip to the store and save time.
• Your online customers are planning to continue online shopping at the exact same rate or more in overwhelming numbers. These are the customers depending on you to continue offering this service and building out the online experience.
• More people find out about your online program from in-store advertising and word of mouth from their networks than simply finding it online on their own. To continue to grow your online audience, you can’t wait for them to come to you. It’s essential to market this program far and wide and give customers an experience so delightful, they want to tell everyone they know.
  

Want to learn more about incorporating these learnings into your ecommerce plan? Need some help spreading the word of your online shop? Our team has you covered. Reach out to us today.

As the only Latin supermarket offering online grocery ordering and delivery to their local communities, the nine locations of Arteaga's Food Center in California found a niche in the market and served their customers. Learn more about their partnership with Rosie below.

Several Rosie team members are dedicated specifically to ensuring the success of the independent retailers who partner with us. From our diligent support team to the experts on onboarding, we prioritize giving our customers an unparalleled experience so they can serve their online shoppers. Dave Makar, Chief Customer Officer, is the leader of Rosie’s Customer Success department, which is responsible for this important task and more. To learn more about his integral role in the company and demystify Customer Success, we went straight to the source and talked with Dave.

You recently celebrated your 6th year with Rosie - congratulations! Your first role was in marketing and now you lead several key departments as Chief Customer Officer. How has Rosie grown as a company since you started and what makes you excited for the future?

I joined Rosie because I was closely aligned with the vision: to be the most trusted, locally focused ecommerce company, where customers can find and discover anything they might want to buy online from local stores. At Rosie, through the growth in the last 5 years, we now positively impact millions of people a year with our software - from online guests and families, to retailers and personal shoppers.

I’m most excited about the incredible software Rosie has developed and the team Rosie has assembled. Rosie creates enterprise level software for small to medium sized businesses. It’s a perfect fit for our retailer customers and it’s affordable - which is a big challenge to achieve. This team is highly organized and brilliant throughout the organization.

As CCO, you lead the Customer Success team. In a few sentences, what is Customer Success?

Customer success is the focus of Rosie’s business: ensuring the achievement of the goals of retailers and the online shoppers using the platform. We can measure the performance of the Customer Success department by how quickly and easily it is for retailers and their online guests to use our platform to sell groceries, place orders, and receive their items through delivery and pickup.

Within Customer Success are a couple of key departments. Our support is 7 days a week, so customers can get assistance by phone, chat, or email.. Retailer onboarding provides new stores with an ecommerce grocery expert to help them swiftly master the software and configure the platform. Account Management is the key to long term retailer success, guiding retailers to reach new levels of achievement with efficient use of Rosie and all of the great operational best practices we’ve developed over the last 8 years. Finally, our CPG Brand team helps our supplier and CPG customers reach new customers while offering incentives to shoppers and additional revenue to retailers. This is a great example of our win-win-win philosophy.

How does Customer Success ladder up to Rosie’s mission at large?

Rosie’s ultimate mission is to offer our retailer partners the ecommerce pricing strategies, hyperlocality, and innovation. Customer success is directly involved in the many steps of helping retailers own the last mile, transform their businesses, and deliver delight. This makes us fully integrated within the company's mission.

In your meetings, you always try to engage team members with thoughtful questions, team building exercises, and friendly competitions. What is your philosophy for bringing your team together?

I remember being at a startup a long time ago when I was first starting my career and seeing people fall asleep in meetings. I realized just because someone is speaking and leading a meeting, it doesn’t mean their audience is engaged.

I like having our team think about how their work ties into the company and encouraging them to participate. I learned from listening to leadership author John Maxwell that people learn and are more engaged when they have fun. So whether it’s trivial or silly, when people are entertained during meetings, they’re learning and making improvements. If I can accomplish those things when I get everyone together, then it’s successful.

Finally, the favorite question: what do you have in your Rosie cart?

I have a 9 year old daughter, so hot dogs, hamburgers, boxed mac and cheese, and definitely Lunchables are in the cart. Also, items Rosie has been promoting through shopper marketing like Dunkin’ cereal from the recent Post Consumer campaign. Finally, I shop at P&C Fresh here in Ithaca, which was the first store on the Rosie platform. They offer a lot of local products so I have bread from Ithaca Bakery, coffee from Ithaca Coffee Company, and milk from Ithaca Milk. If it has Ithaca in it, it’s probably in my cart.

We’ve all been there - a missing ingredient for that new recipe, a last-minute BBQ invitation - but no time to open up your laptop to place an order or swing by your local store on a busy Friday. When it comes to online grocery shopping, today’s consumer is reliant on convenience, 24/7 access, and an experience that leads to streamlined product discovery. How can you fulfill a customer need, and increase your online grocery sales, with options beyond desktop or in-person shopping?

Mobile ecommerce accounts for 45 percent of US ecommerce sales, and annual mobile ecommerce sales in the US are projected to grow from $284 billion to $488 billion in 2024. It’s no question that offering a mobile app for your customers to shop is an essential piece of increasing online grocery sales. If orders are being placed from behind a desk, just think of the opportunity when that same customer can one-click checkout from the pool, the passenger seat, or while waiting for an appointment.

As COVID restrictions lift, people are on the go. We’re running errands. Taking kids to school. Enjoying extracurricular activities that we’ve missed over the past year. And grocery shopping has to complement this shift in day-to-day behavior - grocers need to meet their customers wherever they are, and offer grocery ordering at the click of a button, to see success in their online grocery business.

Here are four ways a mobile app can increase sales for your online grocery business.

In the grocery industry, the conversion rate is 3x higher on mobile than on desktop.

Who doesn’t love a higher conversion rate? More orders equals more revenue. As the time to navigate your go-to app is faster than booting up your laptop (that you may or may not have on hand), ease of access is a top consideration for shoppers -  a well-designed grocery app minimizes abandoned carts by saving information such as payment details, address, and preferred order fulfillment, making checkout easier than ever before.

Be more than a local store. Shoppers shop with brands they know and love.

Grocery shopping is no longer a transactional commodity, but a personal experience. Just like Starbucks customers expect their name on a cup and a barista’s friendly nod for that sense of community, online grocery shopping should feel just as personal as an in-store visit with sensory displays and cheerful cashiers. Owning your own mobile app gives your store more touchpoints for customers to build continued trust with your brand, whether it’s personal notifications (we’re open this holiday weekend!) or the continued comfort of knowing their online order is being put together with the same quality care as their in-store experience.

Make it easier for customers to build brand loyalty (and digital carts!) through special deals and discounts.

Point and loyalty programs are a big reason for consumers to choose one brand over another, and mobile apps are a great way to keep rewards top of mind, and increase those grocery sales. In the grocery business, the Weekly Ad is a classic marketing tool for retailers to share promotions around holidays or special deals. Picking up a hard copy of the Weekly Ad in-store gives a shopper less time to peruse their options and add to cart, versus 24/7 access to a digital version via mobile to build out a list that has you covered for the week.

Be your customer’s trusted partner through consistent communication.

A KPMG study states the obvious: consumers are more likely to trust a business that makes it easy to contact people at the company. Whether your customers prefer messaging in direct chat or picking up a phone, a mobile app is one extra channel for you to connect with your audience. And it goes both ways - reactive and proactive communication can make all the difference in keeping shoppers happy and loyal to your brand (no one wants to find you are out of stock of toilet paper at the last minute). With push notifications enabled through mobile, customers can always be in-the-know and never have to worry about a last minute change.

Getting groceries comes to life in many forms, from in-store pickup to at-home delivery. Will there be one perfect solution for everyone? Unlikely, which is why it’s important for independent grocers to provide multiple ways for their customers to access groceries from the brand they know and love. Today, there is no shortage of options for local grocers to offer a mobile app, but is it truly one that delivers the same in-store experience your customers expect - one that is affordable and tailored to your brand?

To learn more about how mobile apps can up your online grocery offering and increase your online grocery sales, get in touch!