Customer engagement is vital for independent convenience retailers, particularly in challenging economic times where costs are high and profit margins are under pressure.

Newtrade Insight’s editor Maximilian Schwerdtfeger recently spoke to Reena Bilakhia, head of channel development at Britvic Soft Drinks, about the importance of customer engagement and how the right strategy can help retailers improve their businesses.

The discussion covered a number of areas, such as the substantial challenges posed by the cost-of-living crisis and how engaging customers in store and online can drive footfall and ensure customers come back time and time again.

It also touched upon evolving customer needs and what retailers can do to give customers confidence that they are getting value for money.

Additionally, Bilakhia detailed the latest trends in the soft drinks category and how Britvic can help independent convenience retailers, particularly through its At Your Convenience website, which is designed to give retailers actionable insight and advice.

The discussion was part of a broader look into the importance of customer engagement in the independent convenience retail industry.

Newtrade Insight’s Q3 report examined the issue of customer engagement in independent convenience retail and looked at what retailers have done to ensure repeat visits and that they reach new customers, as well as what help they need from suppliers and other partners.