The gig economy is poised to attract more people if that trend continues, said Tim Glowa, a principal at Grant Thornton who does market research about how companies can attract, engage and retain employees. "The shoppers who do well at this are people-pleasing perfectionists." "I shop like I'm shopping for my own family," she said. She said roughly 70% of her clients are people she's shopped for before, which helps her pick out groceries and even know if they would prefer paper or plastic bags. And she uses techniques to encourage them to pick her again, such as placing delicate items to one side of the shopping cart, examining fruit closely for any bruises and keeping chilled items in an insulated bag. She has learned her regular clients' dietary preferences. Nelson, a former PTA mom, joined Shipt in 2015.
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She began teaching Zoom classes on how to pick bananas, check expiration dates and look for cracked eggs. When the pandemic began, Nelson saw a wave of new shoppers join the region's Facebook group for Shipt and post "newbie questions." They included former restaurant staff, displaced hotel workers and parents who suddenly became part-time teachers for virtual school and needed to abandon their prior jobs. She is metro advisor for the Tampa, Florida, area, a role that earns her extra income and gives her a chance to pass along advice. Linda Nelson, a Shipt shopper, teaches that kind of critical thinking. When compared with competitors, Bain found, Shipt had one of the highest customer satisfaction ratings for how it selects substitutions for out-of-stock items. On the other hand, the consulting firm found, retailers and delivery companies can win customers' favor if they seem knowledgeable and can guide them toward an ideal alternative. In a recent grocery study, consulting firm Bain & Company found out-of-stocks and a poor checkout experience were the two frustrations that are most likely to scare customers away. "Our shoppers know how to substitute, and they save the sale, and that is meaningful for both our consumers and for retailers," she said. Instead of skipping the item, shoppers are encouraged to call or text the customer and find an alternative. Shoppers can also suggest adding an item that seems uniquely suited for that customer, such as a new flavor from a favorite brand.Ībove all, Caruso said, shoppers can intervene during a common pain point for online grocery orders: out-of-stocks. It also makes money from advertisements, delivery fees and annual subscriptions.Ī savvy Shipt shopper can alert a customer if they see a favorite brand of tea on sale - even if it's not on the shopping list, Caruso said. It gets a cut of sales, which can vary from company to company. What he can't do is navigate a supermarket on a Saturday morning."īy shopping in a more personalized way, Shipt can boost sales for its retailer partners and itself, Caruso said.
"He can bring Chipotle from point A to point B. "He's a young guy who's very transactional," she said. She sees that firsthand with her teenage son, who ferries fast-food orders for DoorDash. That strategy is different from those of Shipt's rivals, she said. Shipt's Caruso said when hiring the company looks for delivery people who know how to shop and have strong communication skills and an eye for detail.
This means shoppers can recommend an appealing substitution when an item is out of stock, reach out for last-minute shopping list additions or even suggest items to add to a basket. Shipt also added a feature that flags customers' dietary restrictions, such as a gluten-free diet. Over time, that shopper gets to know a person's preferences, too. Since August, customers have had the option when placing an order to request the same shopper who picked out their items before. "They're what sets us apart from the competition." They're our secret sauce," said Shipt CEO Kelly Caruso. Its pool of gig workers, which it calls shoppers, tripled to 300,000 from the start of the pandemic to the end of last year, according to the company. Sales for the same-day service more than quadrupled in the fiscal year ended Jan. In a crowded delivery landscape, Shipt is using customer relationships to retain both the families who order from the service and the gig workers who shop for it - and ultimately, to increase sales.įounded in 2014, Shipt has grown significantly during the Covid-19 pandemic, as consumers sought safe and convenient ways to shop. Personal Loans for 670 Credit Score or Lower
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