Wawa is a convenience store disrupter when it comes to technology and six key elements, and that’s why it’s winning the retail game, writes Melissa Kress for Convenience Store News.
The Delaware County chain uses these six core elements:
- Cultural Focus
- Customer-Centric Design
- The Promise
- Omnichannel Presence
- Innovation and Technology
- Agility and Adaptability
“Just when you think you think you nailed it in retail, you are dead,” said Kayla Broussard, U.S. chief technology officer at Kendry. “There is always something to improve upon or innovate to reshape the retail landscape.”
Wawa, she said, is leading the charge.
Declan Forde, manager of technical support at Wawa, said it’s the company culture that makes it successful, but as it continues an aggressive expansion campaign, it will need to keep innovating.
Wawa will be streamlining some operations for area managers.
Now, managers can pick up the phone when something breaks in the store, but that won’t work as easily with 2,000 stores, Forde said, so the idea is to digitalize the process.
It’s not just technology, though.
“We are very focused on keeping that customer engagement and finding that balance between a great customer experience and technology,” he said.
Read more about Wawa’s role as a convenience store disrupter and game changer in Convenience Store News.
