PLUS Retail on the ultimate customer experience: “Every interaction is an opportunity to make all the difference”

What happens when you truly place the customer journey at the heart of your strategy? During the Logistics & Delivery Lunch Event on October 9, Maurice Buring (E-commerce Operations Manager) and Arvid Nieuwsma (Head of Platform & Tech) from PLUS Retail will share how they embed customer-centricity across the full breadth of their operations – and the role technology plays in this.

Omnichannel at PLUS: every interaction counts

PLUS is a cooperative – and that sets them apart from other food retailers. Local entrepreneurship and customer-centricity are central, not just in the store, but at every step of the customer journey. This vision translates into a true omnichannel strategy: one consistent experience across every channel. Whether it's a visit to a store, an order via the app, picking up at a collection point, or home delivery: every interaction counts.
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“Our customer expects the same level of convenience and service at all those touchpoints,” says Maurice. “And that’s exactly what we focus on daily.”

The customer journey as a compass for innovation

This focus on experience makes the customer journey at PLUS more than just a starting point – it's the compass for innovation. “Not every innovation has to be big,” says Arvid. “As long as it contributes to a better customer experience, it’s valuable.”

“Every initiative – from innovations in service and operations to logistics and digital platforms – is tested against its impact within that journey,” Arvid continues. “We are building a scalable foundation, focused on user-friendliness and driven by customer data. From our ambition to be the most beloved local supermarket, it always comes down to one question: does this contribute to a better experience for our customer?”

Digitization as a driver for customer-centricity

To truly realize ambitions around customer experience, PLUS continuously invests in technology that makes operations smarter, more transparent, and more customer-focused. From digital innovations in stores to optimizations in e-commerce and delivery: the central question always remains how to translate convenience, inspiration, and quality into daily practice.

Maurice: “E-commerce operations are complex and challenging, especially with groceries. You're dealing with countless internal processes that must seamlessly align with the customer's experience – both online and at the doorstep. This requires a solid digital foundation.”

From strategy to award-winning practice

Maurice and Arvid will demonstrate how to move from strategy and vision to tangible results on October 9. They will share how PLUS cleverly combines technology, customer data, and operational choices to make the customer journey scalable and personal. This approach also garnered attention outside the organization: the collaboration with RoutiGo, based on the PLUS case, was awarded a Computable Award in the Customer Experience category – an acknowledgment of how technology and customer-centricity come together in practice.

How do you build a customer experience that works for both customer and operations?

Be inspired by the vision and practical experience of PLUS Retail during the Logistics & Delivery Lunch Event. Register here for free.