Saturday, November 14, 2009

Grocerant consumer loyalty may start at Wawa.

Good companies do good things over and over again. Wawa CEO Howard Stoeckel detailed several efforts the convenience store chain is undertaking in during the economic slump the US is in, He stated "We're not up to historic averages, but we're performing better than the vast majority of retailers," He described a focus on value and efforts to make the store experience a departure from consumers' economic trouble. "People want to feel good," he told the Philadelphia Inquirer "Even if it's for four or five minutes a day when they're on their way to work." Wawa is there and can provide that service via their employee interactions. That my friends is a true focus on the consumer and that strategy never gets old.

Additionally Stoeckel discussed was Wawa is focusing on the basics: "If there's anything we're doing through these challenging times, it's digging deeper into the soul of the brand." He added: "We've got to do what we're known for that much better." Building a better understanding of the bands relationship with the consumer and adjusting the brand values to the dynamic consumer is also a win-win. Consumer are not static, brands must move with them or risk looking customers Wawa is going the right things.

Wawa understands that differentiation does not mean different, in Wawa’s case it means doing it better for the consumer than anyone else. Wawa’s consumer loyalty always ranks near the top in surveys. I can understand why. Contact me for more at: or leave a comment below.


  1. So true and what I talk about all the time. Give a customer an experience that makes them feel good and they will WANT to come back. See my blogs at

    I'd like to read more about Wawa. I live in Florida and have never heard of them.

  2. I grew up in WaWa territory. They used to have a few cows at corp hq for the 'feel'. Started out as a home milk delivery company. I have a WaWa milk crate in my garage in Arizona!
    Owned by the DuPont family. You know them: chemicals, bullets, and weapons is how they began. Figured they better diversify in the long run.
    Hoagies are 'so so' compared to where I go.
    Great deli but their Philly pretzels are generally a few days old. Other then that, Love it.