Redefining US convenience in a digital age – with Kwik Chek & Choice Markets

Texas based, Kevin Smartt, CEO of Kwik Chek-TXB and Mike Fogarty, CEO of Choice Markets, Colorado, join Dan Munford and co-host Bob Stein in this, the USA leg of Shop Talk LIVE World Tour

In the episode, each retailer presents on their business.

As two innovative forward looking US convenience retailers they are redefining convenience retail. Kevin sums it up saying: “there’s a common theme here – adopting an ethos of flexibility”. Bob adds, “it’s about responding to consumer trends as they are ‘unfolding in front of our eyes’” – a reference to a rapidly changing world.

Both retailers spoke about adapting to connect with customers in a digital age. Between their presentations, joined by Liquid Barcodes GM for North America, Saurabh Swarup, Dan and Bob explore how retailers across the globe are engaging customers digitally and talk with Saurabh about the power of subscription loyalty for our industry.

Choice Markets, Denver, Colorado

CEO, Mike Fogarty’s presentation ‘Reinventing Convenience’ provides an insight into this innovative business; merging grocery, convenience, and fast casual. He describes it as “a scratch kitchen surrounded by grocery in a c-store sized store.”

Gen-z and Millennial customers drive their thinking. “53% of Gen Z and 54% of millennial shoppers want convenience first in a future grocery store” says Mike. “In the US, millennials are 53% of labour force. At 75 million they largest American generation and they are digitally connected”.

He talks about their commitment to fresh and local, providing unique product range across their four different store configurations; Market, Transit Center, Mini-Market and Vending.

A week on from the day of the recording, Choice are opening a frictionless checkout store. Using their ‘One Choice’ app customers can shop and pay without stopping at a check out. Creating a completely contactless shopping experience. Talking about personalised loyalty, Mike concludes by sharing how they have streamlined their customer’s digital experience; creating a customized omni-channel shopping experience – designed to drive growth into the future.

The customer connection cycle and subscription loyalty

Building on the theme of digitally connected customers, Liquid Barcodes GM for North America, Saurabh Swarup, shares an insight into what’s behind some of the ‘best in class’ loyalty programs in our industry globally.

Illustrated through the ‘Customer Connection Cycle’, Saurabh says “for customers loyalty programs have got to be EASY. Easy; to understand, to decide on, to join, to earn and to redeem”.

Highlighting examples from Circle K Hong Kong, Valora Switzerland and 7-Eleven in the Nordics the conversation moves to the fast-emerging trend of subscription loyalty. Discussing the potential for our industry, Bob, Dan and Saurabh look at US success stories from RaceTrac to Sunshine, out of Florida and Circle K’s effective car-wash subscription loyalty program.

As President of RBS & Associates, a consultancy firm serving tech companies selling into the convenience store industry, and Chairman of Liquid Barcodes, Bob Stein adds a very insightful perspective to the conversation around customer loyalty and engagement.

Kwik Chek to TXB – Texas Born

NACS Chairman, Kevin Smartt presents in the final segment of this episode.

As CEO of Kwik Chek, Kevin shares their journey towards the current re-branding to TXB, Texas Born. They built their brand around authenticity, hospitality, and integrity – the new branding underscores this modern-take on authenticity.

And, although operating in the age of e-commerce, Kevin acknowledges the key role stores in their local communities. In talking about the brand role out, Kevin’s presentation highlights the Fresh Food offer and hospitality they are famous for and their loyalty program, already re-branded to TXB, with over 250,000 members. This is an innovative future focused convenience retail company; Kevin’s presentation is a valuable watch for anyone in our industry.

In talking about his role as current NACS chairman, he’s eagerly anticipating the 2021 NACS Show in Chicago, not solely as NACS chairman but as a leading retail operator too. “I love our industry – retailers across the country and around the world – are doing tremendous things,” he said.

There’s a world of insight, inspiration and innovation in this 45min Shop Talk LIVE episode.

Enjoy watching!

Global Convenience Store Focus would like to thank Invenco, Liquid Barcodes, Shopworks, Fri-jado and Bona Design Lab for their continued support of Shop Talk LIVE.