In a matter of a single online journey, Stephanie Waters, Global Retail Principal, went from a loyal consumer to a lost customer.A lifelong, enthusiastic customer of a high-end supermarket, Stephanie was ecstatic when they finally began offering home delivery in her neighborhood. She went online expecting an outstanding customer experience, and to say that the retailer underperformed would be a kind summary.A fervent believer that a certain low-price retailer was one that he would never use, John spent most of his life rabidly opposed to them until he and his wife began to research grocery options in their city. Reluctantly, he gave them a try. Today their family spends over 90% of their food budget with that retailer.The differences between their experiences couldn’t have been more stark, and it all came down to a key point: One retailer offered “check the box” services, but a poor customer experience, while the other looked at the customer with a 360 degree lens, and used data to engage and delight.