Supermarket Perimeter - November 2024 - 3

Editor's note
Editorial
Focus on
innovation
JOHN UNREIN
Editor
ANDY NELSON
Managing Editor
HAYLEY HYER
Digital Media Associate Editor
Publishing
TROY ASHBY
Publisher
GRETCHEN WAGNER
National Account Executive
LAUREN JULIANA
Inside Sales Specialist
KATHI D. GILLELAND
Senior Director of Marketing
and Promotions
WHITNEY HARTMAN
Sales Enablement Specialist
DUSTIN PICKMAN
Audience Development Director
CARLEA CHANCE
Audience Development Specialist
JON HALL
Director of Digital Media
CARRIE FLUEGGE
Digital Advertising Manager
NORA WAGES
Advertising Manager
ANNIE FOURNIER
Advertising Coordinator
ELISABETH SPILLMAN
Design Services Manager
BECKY WHITE
Senior Design Consultant
FIONA DANKER
Senior Graphic Designer
JIM WHITE
Promotions Manager
ABBY CHRONISTER
Promotions Media Designer
Corporate
CHARLES S. SOSLAND
Chairman and CEO
L. JOSHUA SOSLAND
President
STACI GRECO
Chief Financial and
Administrative Officer
MEYER SOSLAND
Chief Operating Officer
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In 2016, club store giant Sam's Club made the decision to put technology in the service of
people, rather than pursuing tech for its own sake, Chris Nicholas, the company's president
and CEO, told a packed house Oct. 7 at Groceryshop 2024 in Las Vegas.
" We have a model that's known for great items and value. We found that our members
were also asking for convenience and a great experience, and they were telling us, 'Please
take the friction out of my life,' " Nicholas said.
Fast forward eight years, and 30% of Sam's Club members are now using scan-and-go
technology, he said.
Sam's Club is taking the next high-tech step forward with its newest store in Dallas, which
has no checkouts.
" Those customers become a lot more loyal, " Nicholas said. " They spend three times more
than those who are not digitally engaged. "
And it's been Sam's Club's experience, he added, that it doesn't matter how old the
customer is, their gender, race or other characteristic.
" Once you allow yourself to be connected to that digital ecosystem, you don't go back. "
(One area in which generational differences are huge, Nicholas said, is store brands.
Younger shoppers are not nearly as wedded to legacy brands as many older Americans are.)
Technology is also helping Sam's Club employees in numerous ways, Nicholas told attendees.
" We are tech-powered but people-led, and we try to take mundane work off of our associates.
Inventory control is a big part of that. This year we're taking 100 million tasks out of our stores. "
That means, he said, that store employees can spend more time connecting with
members on a human level.
Other highlights of Groceryshop '24 included:
* Diebold Nixdorf's new AI-enabled scanning technology, which helps customers and store
employees avoid full-blown interventions if there's a scanning issue with a product
* New features on Instacart's Caper Cart smart carts, including Quest, which uses
gamification to drive repeat sales
* DoorDash expanding its SNAP/EBT payment capabilities at retailers including Giant Eagle
* Toshiba's new produce recognition software.
ANDY NELSON
anelson@sosland.com
NOVEMBER 2024 - 3

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Supermarket Perimeter - November 2024

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