E-COMMERCE INTELLIGENCE 2020
Spotlighting e-commerce capabilities of top retailers building a seamless omnichannel shopping experience
Data-driving innovative packaging Primary and secondary packaging capabilities ISTA 6-Amazon.com Certified Testing Lab
Purposeful Packaging
Brand Building & Control
Late Stage Customization/ Personalization Consumer Experience Based Subscription Solutions
Adaptable Supply Chain
Enables all selling models - wholesaler, third party retailer, consignment, direct-to-consumer Cost optimized shipping components/structure Efficient product manipulation (Bulk, Singles)
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Amazon
Walmart
Target
Walgreens
CVS
Petco
PetSmart
Best Buy
The Home Depot
Lowe's
BJ's
Costco
Sam's Club
Kroger
Albertsons
Ahold Delhaize
INDEX
Select the icons to view reports on: + Online revenue + Key products and SKUs + Acquisitions + Home delivery + Click & Collect + Auto replenishment + Fulfillment partners + Couponing + Digital media + And more
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CATEGORIES Sells a wide range of product including apparel, books, home goods, pet supplies, toys, packaged foods, sporting goods, electronics including its own manufactured devices and food including Whole Foods brands, as well as a variety of services. Online Revenue Amassed $170.8 billion in North American sales in fiscal 2019.
HOME DELIVERY Prime members get free one-day shipping on general merchandise. Prime Pantry ships non-bulk grocery/household/pet items in 1-4 days free when orders are at least $35. In select markets, Prime Now offers free two-hour delivery, one-hour delivery for a variable fee and delivery from some Whole Foods Market locations. AmazonFresh offers free same- to one-day delivery of perishable orders worth at least $35 in select markets. Amazon Scout makes deliveries autonomously in two test markets. Key by Amazon offers a smart home delivery system.
HOME DELIVERY
ACQUISITIONS
ACQUISITIONS Recent purchases include Bebo and Sizmek in 2019; PillPack and Ring in 2018; and Whole Foods Market in 2017.
AUTO REPLENISHMENT
AUTO REPLENISHMENT The “Subscribe & Save” subscription program offers a discounted price on bulk purchases, free shipping and automatic deliveries at designated times.
EASY REORDER
DIGITAL EVENTS
KEY DIGITAL EVENTS Prime Day, usually in July; Black Friday in November; 12 Days of Deals and Cyber Week in December.
COUPONS
COUPONS Offers money- and percent-off coupons directly on its website for online purchases across a wide range of products.
CLICK & COLLECT
FULFILLMENT PARTNERS
KEY FULFILLMENT PARTNERS Delivery Service Partners helps fund parcel delivery startups. Amazon Flex has temporary employees delivering packages with their own vehicles. Amazon itself is a fulfillment partner for many sellers via its “Fulfillment by Amazon” proposition that has merchants paying a fee to have their inventory stored in Amazon’s fulfillment centers and to use the company’s supply chain and shipping operations.
DIGITAL MEDIA / ANALYTICS
DIGITAL MEDIA / ANALYTICS Amazon Advertising is the third-largest online ad platform.
CLICK & COLLECT Whole Foods Market grocery pickup available from some 150 stores. Various urban locations host Amazon lockers for pickup of online orders. AmazonFresh has two drive-up pickup locations in the Seattle market.
EASY REORDER Prime members have access to their complete purchase history and can reorder recently/frequently purchased items by voice via Alexa. Virtual Dash Buttons available for any item with Prime shipping enable reorders via amazon.com, the Echo Show and Samsung’s Family Hub refrigerator.
MAIN INDEX
COVID-19 Postponed Prime Day’s usual July observance and introduced a fashion-focused “Big Style Sale” in June. Paused Key by Amazon in-home and in-car delivery. In-garage and in-gate delivery remained available in select markets. Promised a new virtual “place in line” feature after temporarily waitlisting new AmazonFresh and Whole Foods Market delivery/pickup customers.
COVID-19
HOME DELIVERY Free two-day delivery with a minimum $35 order; free next-day shipping with the same minimum purchase for some 75% of the U.S. population; same-day grocery delivery for $9.95 from more than 1,850 stores. InHome Delivery of groceries/prescriptions directly to a customer’s refrigerator/counter in select markets for $19.95 per month. Testing a Delivery Unlimited option for $12.95 per month and developing a membership program akin to Prime called Walmart+.
ACQUISITIONS In 2020, shut down Jet.com (purchased in 2016) and sold Vudu and Modcloth. Recent acquisitions of Polymorph and Aspectiva have focused on tech. Other online brand acquisitions include Art.com, Bare Necessities and Eloquii in 2018; Moosejaw and Bonobos in 2017; and Hayneedle and ShoeBuy (now Shoes.com) in 2016. Also owns a majority stake in India’s Flipkart and NY delivery startup Parcel.
AUTO REPLENISHMENT Offers a beauty sample box subscription via BrandShare and a kids apparel box subscription via Kidbox.
KEY DIGITAL EVENTS Cyber Monday/Week in December. Offers a majority of its Black Friday promotions early online. Runs summer-themed sale in July to indirectly compete with Amazon’s Prime Day.
COUPONS Printable manufacturer coupons (provided by Quotient) are available directly on the retailer’s website but can only be used in stores. A Pickup Discount applies to eligible, online-only items for click-and-collect shoppers. A Shipping Discount applies when customers opt for a slower shipping method.
KEY FULFILLMENT PARTNERS Works with multiple third parties for grocery delivery including Postmates and Roadie. Spark is an internal delivery platform for self-employed drivers. Exploring driverless delivery with partners including Nuro, UDelv and Gatik AI. Google Assistant powers voice shopping. In 2020, launched Walmart Fulfillment Services, offering to store, pack and ship items for third-party vendors.
DIGITAL MEDIA / ANALYTICS Walmart Media Group leverages the retailer’s online and in-store purchasing data, intending to unify ads across both in-store and digital realms.
CLICK & COLLECT Offers free pickup for general merchandise orders at all store locations via dedicated service counters, curbside grocery pickup (at some 3,300 stores), Pickup Towers (at more than 1,600 stores) and lockers (at limited locations). Testing an automated dispensing system adjacent to two stores and express pharmacy pickup lockers in Rogers, AR.
EASY REORDER A personalized “Easy Reorder” functionality registers both in-store and online purchases for shoppers signed in to their accounts to build a list of items purchased often, in order of frequency.
COVID-19 Launched two-hour Express Delivery from more than 2,000 stores for an extra $10. Expanded slot capacity for existing pickup and delivery services. Added a dedicated pickup hour for at-risk individuals. Temporarily expanded ship-from-store to approximately 2,500 locations. Accelerated the integration of its standalone grocery e-commerce experience with its flagship e-commerce experience. Launched a “Neighbors Helping Neighbors” program with neighborhood-based social networking service Nextdoor.
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CATEGORIES Though additions of third-party sellers have slowed, Walmart continues aggressively expanding the walmart.com assortment. Sells a wide range of products including apparel, footwear, furniture, appliances, home goods, books, baby items, food, toys, health & beauty products, automotive items and pet medicines. The company’s unique digital brands sell in narrower categories usually targeting a different type of consumer. Online Revenue Online U.S. sales grew 37% in fiscal 2020 to an estimated $22 billion.
HOME DELIVERY Free two-day shipping with a $35 purchase or when paying with a RedCard. Target Restock (see “COVID-19”) offers next day delivery of household essentials for $2.99 or free for RedCard holders. Shipt powers same-day delivery from more than 1,500 stores for $9.99 per order or free with a $99 annual membership.
ACQUISITIONS Purchased last-mile delivery technology from Deliv in May 2020. Bought delivery company Shipt in 2017.
AUTO REPLENISHMENT The Target Subscriptions service offers a 5% discount and free shipping on thousands of everyday essentials.
KEY DIGITAL EVENTS Most major sales have an online component. Specific digital events include Cyber Week following Black Friday through Green Monday and summer sales in July meant to compete with Amazon’s Prime Day.
COUPONS Target Circle loyalty program offers hundreds of digital coupons, some restricted to select channels and fulfillment options.
KEY FULFILLMENT PARTNERS Google Shopping offers personalized recommendations and exclusive discounts for RedCard holders.
DIGITAL MEDIA / ANALYTICS Roundel uses shopper data to power on-site and in-store ads as well as ads that appear on publisher sites in Target’s network, on TV and across other channels.
CLICK & COLLECT Free pickup of online orders in stores. Items in stock are available within four hours while ship-to-store takes four to seven days. A Drive Up service that has expanded to most stores lets shoppers opt to pick up orders in designated parking areas in as little as one hour.
EASY REORDER Tracks order histories, allowing shoppers to easily reorder items.
COVID-19 Paused next-day Restock delivery program in March. Modified Drive Up curbside pickup to make the service contact-free. Adding 750 fresh and frozen grocery items for in-store and curbside pickup across more than 1,500 stores in time for the holidays.
CATEGORIES Hundreds of thousands of items are available online, ranging from diapers to cosmetics and apparel to video games. Perishable grocery items such as frozen food and fresh produce are also available for purchase via the retailer's same-day delivery service Shipt and curbside pickup service Drive Up. Third-party retailers are added on an invite-only basis through a program called Target +. Online Revenue Online sales of an estimated $6.8 billion represented 8.8% of the retailer’s $77.1 billion in total sales in fiscal 2019.
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HOME DELIVERY Free standard delivery with a minimum $35 purchase, or if the order includes contact lenses or a prescription. Expedited overnight (one- or two-day) delivery is available for a fee. Shipping times vary.
ACQUISITIONS Nothing new.
AUTO REPLENISHMENT “Auto-Reorder & Save” is available for select items identified on product detail pages and in the cart. Consumers select the quantity and how often they want the item delivered.
KEY DIGITAL EVENTS A Cyber Week promotion promised 30% off regularly priced items on walgreens.com. Recurring promotions such as Friends & Family and Senior Day deliver a 20% discount online (and in stores).
COUPONS “Paperless Coupons” program allows loyalty cardholders who log in to “clip” offers directly to their cards. Provided by Quotient, the coupons are automatically applied when eligible products are added to a logged-in shopper’s e-commerce cart and automatically redeemed at checkout in stores.
KEY FULFILLMENT PARTNERS Orders are handled by a variety of carriers, including Postmates, Deliv, DoorDash and FedEx (for next-day prescription delivery). Testing drone delivery in Virginia with Wing. A founding retail partner of Loop’s circular shopping system.
DIGITAL MEDIA / ANALYTICS None
CLICK & COLLECT Free “Ship to Store” for online orders at all store locations. In certain stores in Northern Kentucky and Knoxville, TN, shoppers can order grocery items at kroger.com and pick them up at Walgreens.
EASY REORDER A “Buy Again” tab on walgreens.com allows for easy reordering of previously purchased products. Purchase history can be sorted by “purchased online,” “purchased in stores,” “frequently purchased” and “recently purchased.”
COVID-19 Opened its pharmacy drive-thru for regular shopping. At first, shoppers could order only at the drive-thru. Subsequently, more than 100 front-end products became available to be purchased in advance online and picked up at the drive-thru.
CATEGORIES Products are grouped into 15 primary categories: beauty; personal care; contact lenses; Walgreens brand; vitamins & supplements; medicines & treatments; baby, kids & toys; home health care solutions; household; As Seen on TV; grocery; fitness and nutrition; seasonal; sexual wellness; and natural & organic. Online Revenue Statista’s ecommerceDB website estimates that walgreens.com had $1.45 billion in online sales in fiscal 2019, approximately 1.4% of total sales.
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HOME DELIVERY Offers free standard delivery on orders of at least $35. Most markets enable same-day delivery of prescriptions and select non-prescription items for a free. CarePass members get one- to two-day delivery for most items for $5 a month or a flat annual rate of $48.
ACQUISITIONS Acquired Centene’s Illinois health plan subsidiary, IlliniCare Health Plan, in 2020. Purchased health insurer Aetna in 2018.
AUTO REPLENISHMENT Renewal program ReadyFill offers automatic one- to two-day delivery on eligible prescription refills. Works with SmileDirectClub to enable sign-ups for its monthly subscription boxes for straightening teeth by conducting 3D scans in select in-store SmileShops.
KEY DIGITAL EVENTS Black Friday sales in November and Cyber Week in December. Occasionally offers app-exclusive savings events for ExtraCare members.
COUPONS Coupons powered by Quotient are clippable directly to ExtraCare cards from cvs.com, receipts, email or the retailer’s mobile app.
KEY FULFILLMENT PARTNERS Instacart and Shipt power same-day delivery, the latter including prescriptions. Also works with Postmates and DoorDash.
DIGITAL MEDIA / ANALYTICS Reportedly testing an advertising network dubbed CVS Media Exchange.
CLICK & COLLECT Discontinued curbside pickup in 2018. Pharmacy and select front-store orders can be picked up within 24 hours at a dedicated mobile order lane or via drive-thru at select stores.
EASY REORDER Lets shoppers see a list of past purchases and reorder those products using the CVS app/site without having to create an entirely new shopping cart. Also provides past, active and cancelled home delivery orders as well as CarePass member payments.
COVID-19 Temporarily introduced free one- to two-day prescription delivery on March 9, extended through Aug. 31. Opened Rx drive-thru orders to select health products. Piloting prescription delivery via the Matternet’s M2 drone system to serve seniors living in a retirement community in Florida.
CATEGORIES Offers an expanded selection of SKUs across multiple categories including vitamins, beauty, diet & nutrition, health & medicine, household, sexual health and self-care. Online Revenue Does not break out online sales.
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HOME DELIVERY Free standard shipping for orders of $35 or more. LiveAquaria offers free shipping on aquarium supply orders of $29 or more or for aquatic life that costs at least $149.
ACQUISITIONS Acquired PetInsuranceQuotes. com in 2018; PupBox and Pet Coach in 2017. Purchased in 2014, Doctors Foster and Smith was absorbed into Petco’s main site in 2019.
AUTO REPLENISHMENT Repeat delivery comes with free shipping, 35% off the first order and 5% off subsequent orders. PupBox subscription service for dog toys, treats and accessories is priced at $39 a month with discounts for longer subscriptions.
KEY DIGITAL EVENTS Black Friday in July, Black Friday in November and Cyber Monday in December.
COUPONS Regularly uses digital ads and emails to provide codes for discounts on e-commerce orders.
KEY FULFILLMENT PARTNERS Offers same-day delivery via Instacart or Shipt. Express Scripts powers pet prescription deliveries.
CLICK & COLLECT In-store pickup in as little as two hours comes with a 10% discount.
EASY REORDER Pals Rewards members can view a list of all purchased SKUs for quick reorders.
COVID-19 Introduced curbside pickup with a 10% discount, later adding fresh, frozen and raw food to the service. Lowered the threshold for free delivery, increased the discount offered for first-time repeat delivery sign-ups, and suspended shipments of non-essential items like pet toys and apparel.
CATEGORIES Offers an expanded catalog of pet products online (excluding food with artificial ingredients), including cat and dog prescriptions. LiveAquaria subsidiary stocks fish and aquarium supplies. Online Revenue Does not break out online sales.
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HOME DELIVERY Free standard shipping with a $49 purchase through both petsmart.com (for Treats members) and Chewy. Also offers scheduled delivery for the same day or up to two days in the future in 30 markets for $5.
ACQUISITIONS Purchased Chewy in 2017 (and took the company public in June 2019) and DCL Ventures’ AllPaws in 2016.
AUTO REPLENISHMENT An auto-ship subscription service offers a 5% discount on qualifying orders. Chewy also has a subscription service offering 5-10% discounts on select brands.
KEY DIGITAL EVENTS Black Friday in November and Cyber Monday in December. Chewy has staged a summer sale coinciding with Amazon’s Prime Day.
COUPONS Distributes discount codes via email and home page carousel ads that can be used for purchases made online.
KEY FULFILLMENT PARTNERS None.
DIGITAL MEDIA / ANALYTICS None.
CLICK & COLLECT Online orders can be picked up as soon as the same day, sometimes with a discount.
EASY REORDER PetSmart shoppers can mark products as “favorites” for easy reordering. Chewy has a “buy again” section within its member account page where shoppers can reorder recently purchased items.
COVID-19 Expanded its click & collect capabilities and launched a curbside pickup program for online orders in March. As at Petco, shoppers place orders for in-store pickup and call when they arrive at the store.
CATEGORIES Offers an expanded catalog of pet products online, including prescriptions. Subsidiary Chewy has its own selection of 18,000-plus pet products. Online Revenue Does not break out online sales.
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HOME DELIVERY Same- and next-day delivery on thousands of items in 40 and 60 metropolitan areas, respectively. My Best Buy rewards members receive free standard shipping on orders of at least $35. Elite members are eligible for free delivery and scheduled shipping with no minimum, while Elite Plus members additionally receive free two-day delivery. Geek Squad makes certain deliveries of items such as fitness equipment.
ACQUISITIONS Acquired senior remote monitoring company Critical Signal Technologies in 2019 and connected health services provider GreatCall in 2018.
AUTO REPLENISHMENT “Timed Replenish” lets My Best Buy members schedule recurring shipments of qualifying products such as electric toothbrush heads and K-cups. A “Smart Replenish” service works with qualifying printers that monitor ink levels and automatically order more when low. Both services are included under an “Easy Replenish” program.
KEY DIGITAL EVENTS Black Friday in November and July; Cyber Week in December. A “12 Days of Deals” holiday promotion also receives heavy digital support.
COUPONS Sometimes offers promotional codes or digital coupons for special offers redeemable during online checkout.
KEY FULFILLMENT PARTNERS Rakuten Ready powers drive-up pickup of online orders in select stores. Also works with third parties logistics company OnTrac, regional shipping carrier Lone Star Overnight (LSO) and SNCF’s logistics company Geodis.
CLICK & COLLECT “Contactless” curbside pickup in one hour for most products. Stores have designated Store Pickup parking spaces and check-out areas inside. Orders can also be picked up at 2,000 alternate locations in nine markets.
EASY REORDER Account members can log in to view their full order history.
COVID-19 Temporarily shifted exclusively to contactless curbside pickup, even enabling drive-up sales. Suspended in-home installations and repairs, and conducted in-home consultations virtually. Suspended in-home delivery of major appliances and TVs, but ramped up same-day delivery service.
CATEGORIES Sells technology products from categories such as consumer electronics, computing & mobile phones, entertainment & appliances as well as a variety of services & solutions which have become a big part of its operations. Online Revenue E-commerce sales of an estimated $8.7 billion represented about 20% of fiscal 2019 domestic revenue of $43.6 billion.
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HOME DELIVERY Free standard shipping for most orders over $45. Free standard delivery on appliance purchases of $396 or more. Expedited shipping costs extra.
ACQUISITIONS Acquired e-tailer The Company Store in 2017 and Blinds.com in 2014.
AUTO REPLENISHMENT None.
KEY DIGITAL EVENTS Offers online-only deals during Cyber Week in December.
COUPONS Occasionally emails subscribers promotional codes or barcodes that can be applied to online and in-store orders.
CLICK & COLLECT Dedicated pickup areas for online orders. More than half of stores also have self-service lockers positioned in vestibules.
EASY REORDER “Buy again” buttons are located next to previously purchased products for easy reordering.
COVID-19 Launched free curbside pickup at most stores. Suspended same-day and next-day delivery. Prioritized order fulfillment for hospitals, healthcare providers and first responders. Suspended major spring promotions. Limited installations.
CATEGORIES Offers an expanded selection of 1 million SKUs online, ranging from bed sheets to power tools. Online Revenue Online sales represented 9.3% of the retailer’s $110.2 billion in total sales, growing 19.4% during fiscal 2019.
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HOME DELIVERY Free standard shipping on orders of at least $45. Free Lowe’s truck delivery locally for all major appliances priced at least $299. Expedited shipping costs extra.
ACQUISITIONS Purchased Boomerang Commerce’s retail analytics platform in 2019. Purchased ATGstores.com in 2011; renamed to The Mine in 2017; became a web page within the main site in 2018.
AUTO REPLENISHMENT Business customers have access to a business replenishment program.
KEY DIGITAL EVENTS Spring Black Friday in April, Black Friday in November and Cyber Week in December.
COUPONS Offered rarely and only during seasonal events via text or website.
KEY FULFILLMENT PARTNERS Partners with Dolly to offer same-day delivery in select major markets.
CLICK & COLLECT Upfront store space allotted for online order pickup, along with select parking spots near entrance for pick-ups within 15-minute time frames.
EASY REORDER MyLowe’s members have access to their complete in-store and online purchase history for easy reordering. Lowe’s For Pros loyalty program members that register a payment card can see a rolling 24 months of complete purchase history.
COVID-19 Implemented curbside pickup. Enabled virtual consultations between contractors and customers by launching a tool called Lowe’s for Pros JobSight.
CATEGORIES Offers an expanded online selection of hundreds of thousands of items across more than 20 categories, from appliances to tools. Online Revenue Statista estimates fiscal 2019 online sales at $3.91 billion, or 5.4% of total sales.
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HOME DELIVERY BJ’s Stocked offers two-day delivery for a variable fee. Also offers third-party, same-day grocery delivery.
ACQUISITIONS None.
KEY DIGITAL EVENTS Super Bowl in February, Mother’s Day in May, Father’s Day in June and Black Friday in November get heavy digital support.
COUPONS Members digitally clip coupons provided by Quotient directly to their card; they are automatically applied during in-club or online checkout. BJ’s also offers Instant Savings, which are available online.
KEY FULFILLMENT PARTNERS Instacart powers same-day grocery delivery chainwide for $14.99 available to Inner Circle, Business and BJ’s Perks members. Texas-based Pickup powers same-day/scheduled delivery on big items.
CLICK & COLLECT Shoppers can pick up orders in as little as two hours for free at designated check-in desks/areas across all locations.
EASY REORDER Offers a “Reload” button for members’ previously purchased items. Members can also view their full order history.
COVID-19 Temporarily suspended the use of print coupons. Began testing curbside pickup and BOPIS for perishables in select clubs. Tapped new demand and fulfillment software.
CATEGORIES Carries some 7,000 SKUs and makes full use of its website to sell products online from a variety of categories including baby, outdoor, beverages, cleaning & household, indoor furniture and same-day delivery fresh goods. Online Revenue Does not break out online sales.
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HOME DELIVERY Members get free two-day shipping for orders of at least $75 via CostcoDelivery. Same-day delivery is available via Instacart. Bulky items get standard shipping. Delivered goods are often priced at a premium.
ACQUISITIONS Acquired Transform Holdco’s logistics company Innovel Solutions in 2020.
KEY DIGITAL EVENTS Black Friday in November, Cyber Week in December and Valentine’s Day in February get heavy digital support.
COUPONS Offers coupons provided by Quotient for online and in-store purchases as well as Instant Savings automatically applied at checkout.
KEY FULFILLMENT PARTNERS In most areas, Instacart powers in-club pickup, same-day delivery for grocery and household goods, and prescription delivery. Shipt, Dolly, Postmates and GoShare are also partners.
CLICK & COLLECT Offers Warehouse Pickup on categories including handbags, jewelry, electronics and medications. Continuing to expand in-club pickup lockers in 2020.
EASY REORDER Allows members to view and reorder past purchases via costco.com and Instacart.
COVID-19 Widened delivery timeframes in some areas. Quickly touted contactless delivery on products excluding alcohol or Rx orders.
CATEGORIES Expanded online offering includes electronics, appliances, apparel, beauty, toys and grocery as well as more high-end products (including prestige beauty, engagement rings and coffins). Online Revenue E-commerce sales estimated at $6 billion represented approximately 4% of total net sales in 2019.
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HOME DELIVERY Free standard shipping for Plus members with no minimum purchase. Regular club members and non-members incur varying charges for delivery.
ACQUISITIONS Acquired proprietary technology from WPP’s now-shuttered Triad Retail Media unit as well as a portion of the staff in 2020.
AUTO REPLENISHMENT Decommissioned its product subscriptions, which offered members auto replenishment for frequently ordered items, to work on a “more streamlined service.”
KEY DIGITAL EVENTS Black Friday in November and Cyber Week in December. Football and back-to-school seasons also get heavy digital support.
COUPONS Offers coupons provided by Quotient as well as Instant Savings automatically applied at checkout.
KEY FULFILLMENT PARTNERS Offers same-day delivery via Instacart.
DIGITAL MEDIA / ANALYTICS Reportedly still readying to launch Sam’s Club Media Services.
CLICK & COLLECT Offers same-day Club Pickup on most orders of 10 or fewer items. Added curbside pickup, including designated parking spots, to all of its 600 clubs nationwide.
EASY REORDER Shoppers can use the “Your Lists” tool to select from past purchases. It also recommends substitutions for items that are not in stock.
COVID-19 Initially implemented concierge curbside pickup for seniors only. Later expedited the rollout of curbside pickup for all members; the service was temporarily free for Club members and remains free for Plus members. Temporarily discontinued White Glove in-home deliveries. Began adding new online-only Instant Savings on a weekly basis.
CATEGORIES Offering includes grocery, jewelry, apparel, electronics, pet and health items as well as online-only categories such as outdoor swing sets, sheds and vending machines. Online Revenue Statistica estimates put fiscal 2020 e-commerce sales at $3.6 billion.
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HOME DELIVERY Delivers 4-, 6- and 12-packs of wine in 2-4 days for free. Shipt delivers in 1-3 days. Murray’s offers one- or two-day and ground shipping depending on the products being ordered, with same-day delivery available in New York. Vitacost offers same-day and standard shipping, which is free on orders of $49 or the purchase of $25 worth of private label products.
ACQUISITIONS Purchased Home Chef and a stake in Ocado in 2018; dunnhumbyUSA (renamed 84.51°) in 2015; Vitacost.com and Harris Teeter in 2014.
AUTO REPLENISHMENT Kroger owns meal-kit subscription service Home Chef. A wine club delivers a dozen wines every 12 weeks. Vitacost offers Set & Save, where users can schedule automatic delivery and receive 10% off select brands. Murray’s Monthly Clubs provide cheese and/or charcuterie subscriptions.
KEY DIGITAL EVENTS Regularly shares coupon codes for pickup orders tied to the seasonal calendar.
COUPONS Digital coupons are available via chain websites. Loyalty cardholders load offers directly to their card to redeem in stores and online. Discounts on wine, Ship and Vitacost orders are done through promo codes. Paper coupons can also be used for pickup orders.
KEY FULFILLMENT PARTNERS Instacart and other third-parties power delivery from stores. Conducting a self-driving delivery pilot with Nuro. DRINKS handles delivery of wine.
DIGITAL MEDIA / ANALYTICS Kroger Precision Marketing powered by 84.51° uses first-party data to create targeted digital coupons and emails, sponsored product recommendations and ads throughout the retailer’s digital properties.
CLICK & COLLECT Orders can be placed for a one-hour window up to a week in advance for pickup at designated parking spots at more than 2,000 stores.
EASY REORDER Items purchased online and in stores are saved as recent purchases for easy reordering.
COVID-19 Waived the service fee and order minimum for pickup orders; began accepting SNAP/EBT payments. Piloting a pickup only location in Cincinnati.
CATEGORIES Online shoppers can pick from 70,000 SKUs spanning nearly all of the retailer’s categories (alcohol delivery varies by state). Direct-to-customer platform Kroger Ship offers a curated selection of thousands of private labels and center-store groceries and household essentials, tailored using data and insights from digital intelligence arm 84.51°. Online Revenue Online sales increased more than 58% in fiscal 2018 and 29% in fiscal 2019.
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HOME DELIVERY Standard home delivery is available across more than 2,000 stores and growing. An Unlimited Delivery Club membership service expanding beyond its Vons pilot costs $14.99 per month or $99 per year.
ACQUISITIONS Acquired meal kit company Plated in 2017.
AUTO REPLENISHMENT Plated meal kit subscription service was discontinued in late 2019. The meal kits are still available in stores.
KEY DIGITAL EVENTS Online sweepstakes/campaigns for football season from September to January; Black Friday in November. Back-to-school season also gets heavy digital support.
COUPONS Offers digital coupons and deals accessible to Just for U loyalty cardholders redeemable in stores and online. Also offers coupons provided by Quotient.
KEY FULFILLMENT PARTNERS Teams with Instacart for rush delivery as well as with GrubHub and Uber Eats for delivery of prepared and ready-to-eat offerings. Plus, a partnership with Glympse allows shoppers to track their delivery or DUG orders in real-time.
DIGITAL MEDIA / ANALYTICS Albertsons Performance Media powered by Quotient helps brands better target their ads.
CLICK & COLLECT Currently available at more than 500 locations, Drive Up & Go (DUG) is expanding to reach 1,600 of Albertsons’ 2,262 stores by next year.
EASY REORDER Products purchased under a loyalty account, both in stores and online, are saved for speedy reordering.
COVID-19 Temporarily capped delivery and DUG orders at a maximum of 10 items. Quietly shut down its third-party digital marketplace, promising to return with an improved experience. Added AI-powered virtual assistant and live chat services via Nuance, first at Vons then at other chains. Jewel-Osco has turned in-store sampling programs into virtual events.
CATEGORIES Online categories include baby products, packaged foods, household items, flowers and pet products. Online Revenue Digital sales grew 39% in fiscal year 2019.
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HOME DELIVERY All banners offer home delivery, at least from some stores. While Peapod powers delivery for most, banners express their unique branding through a customizable, integrated platform developed by Peapod Digital Labs. Hannaford to Go uses a third party for delivery and own employees for packing.
ACQUISITIONS Expects to finalize the acquisition of King Kullen Grocery Co. (including 29 supermarkets and five Wild by Nature stores) in the second half of 2020, and Food Lion’s deal to acquire 62 Bi-Lo, Harveys stores and assets from SE Grocers in the first half of 2021.
KEY DIGITAL EVENTS None.
COUPONS While most chains have different loyalty platforms, they all offer clippable digital coupons for online and in-store purchases. All chains also integrated digital coupons with pickup and delivery orders.
KEY FULFILLMENT PARTNERS Multiple banners across a growing number of markets work with Instacart. Hannaford to Go uses Shipt.
DIGITAL MEDIA / ANALYTICS Peapod Digital Labs Media Partnerships help brands target, optimize and measure digital media campaigns in partnership with Quotient.
CLICK & COLLECT Operates more than 700 click-and-collect points across all chains and will add another 1,000 in 2020. Giant Co. stores in Lancaster, PA, are testing a mobile app from Toronto-based Flashfood that lets shoppers place pickup orders for perishables nearing their expiration date at heavily discounted prices.
EASY REORDER An Order Genius function automatically fills carts with most frequently purchased products. An “Ask Peapod” Alexa skill lets users add/remove items to adjust their last order via voice. Most chain websites also corral all past purchases under a “Previously Purchased” button and recommendations under a “Recommended For You” button, and offer an “Express Shop” option allowing various filtering options.
COVID-19 Paused curbside pickup at some banners temporarily, then began accelerating the addition of new click-and-collect locations while expanding same-day and next-day delivery offerings. Giant Food made its 28th annual Giant National Capital Barbecue Battle a virtual event. Food Lion gave MVP loyalty members the ability to donate their Shop & Earn MVP rewards to the Food Lion Feeds Charitable Foundation.
CATEGORIES Ahold Delhaize USA chains offer a slew of products in a wide range of categories including prepared foods, wine, spirits, school supplies and health & beauty Online Revenue Ahold Delhaize USA’s online sales surged 24.3% in fiscal 2019 to $1.1 billion. Peapod (which has since shut down its Midwest operation) accounted for $97 million of the total online revenue.
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