CSN-0421 by ensembleiq

W H AT ’ S N E X T I N C O N V E N I E N C E A N D F U E L R E TA I L I N G

Convenience Store News April 2021

W H AT ’ S N E X T I N C O N V E N I E N C E A N D F U E L R E TA I L I N G

HOW TO CAPITALIZE ON CONTACTLESS SHOPPING

SHOPPERS HAVE BECOME MORE FORGIVING IN SOME AREAS, BUT MORE DISCERNING IN OTHERS.

Volume 57, Number 4

APRIL 2021 CSNEWS.COM

Local, State and Federal tobacco taxes and restrictions on the sale of tobacco products can hurt your business. Governments often pass new laws quickly, so you need to stay informed about what is happening in your area. You and your business matter and making your voice heard is crucial to our success in fighting for fair tobacco policies.

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VIEWPOINT

Solving the Post-Pandemic Foodservice Riddle CFX will explore how c-stores are rebuilding their prepared foods business operations were one of the hardest-hit areas of the store as the nation reeled from the effects of the COVID-19 pandemic.

CONVENIENCE STORE FOODSERVICE

According to an exclusive c-store shopper study conducted by Convenience Store News late last year, consumers said they were shopping at c-stores less than they had before the pandemic. In the early days of the health crisis, many convenience retailers either opted to, or were forced to, shut down their fresh food and dispensed beverage programs. While most of these programs have come back online now, it’s proving to be a slow climb to get the foodservice category back to where it was before COVID-19. The lingering impact of the pandemic can be seen in the recent cancellations of both the 2021 National Restaurant Association Show and the International Dairy Deli Bakery Association Show — both important events for convenience foodservice executives looking for new products, partnerships and equipment. The pandemic is also likely to have a lasting impact on American consumers’ tastes and desires, as well as their expectations and comfort level for purchasing food at convenience stores. In short, everything has changed for the nation’s convenience foodservice retailers.

CSNews is offering one of the few opportunities this year for retailers and their supplier partners to get together in person to discuss these market changes. We will conduct our annual Convenience Foodservice Exchange (CFX) in Charlotte, N.C., on Nov. 9-10. Of course, we’ll be monitoring the evolving developments around the pandemic and will make appropriate changes as required to ensure everyone’s health and safety, as we did in 2020 when we pivoted to a virtual conference. As more Americans get vaccinated, we are hopeful that we will be able to meet in person for two full days of education, collaboration, networking and problemsolving as we explore the ways retailers are reviving their foodservice sales in the new normal. Our multi-experiential and educational agenda will include exclusive proprietary research into both consumers’ and retailers’ mindsets, store tours, expert presentations, interactive discussions, and firstclass dining. Attendance to CFX is open to retailers by invitation only, and to sponsors. If you’re interested in attending, please email me at dlongo@ensembleiq.com. If you’re interested in attending as a sponsor, please contact our Brand Director Paula Lashinsky at plashinsky@ensembleiq.com. For comments, please contact Don Longo, Editorial Director, at (201) 855-7606 or dlongo@ensembleiq.com.

EDITORIAL EXCELLENCE AWARDS (2013-2021)

EDITORIAL ADVISORY BOARD Brett Atherton Bolla Management

2018 Jesse H. Neal National Business Journalism Award Finalist, Best Editorial Use of Data, June 2017

2013 Jesse H. Neal National Business Journalism Award Best Single Issue, October 2012

2013 Jesse H. Neal National Business Journalism Award Finalist, Best Profile, August 2012

2020 Eddie Award, Folio: magazine Business to Business, Retail, Series of Articles, September 2019 2018 Eddie Award Honorable Mention, Folio: magazine Business to Business, Retail, Website Business to Business, Retail, Full Issue, October 2017 Business to Business, Editorial Use of Data, June 2017

Rick Crawford Green Valley Grocery

2017 Eddie Award, Folio: magazine Winner, Business to Business, Retail, Single/Series of Articles, May 2017 Honorable Mention, Business to Business, Retail, Single/Series of Articles, June 2016

Edward Davidson ER Davidson & Associates (7-Eleven Inc., retired)

2016 Eddie Award Honorable Mention, Folio: magazine Business to Business, Retail, Full Issue, October 2015 Business to Business, Retail, Single/Series of Articles, August 2015 2016 American Society of Business Press Editors, National Azbee Awards Gold, Best How-To Article, March 2015 Bronze, Best Original Research, June 2015 2016 American Society of Business Press Editors, Midwest Regional Azbee Awards Gold, Best How-To Article, March 2015 Silver, Best Original Research, June 2015

2015 Eddie Award Honorable Mention, Folio: magazine Business to Business, Retail, Single Article, February 2014

2013 American Society of Business Press Editors, Midwest Regional Azbee Awards Bronze, Best Editorial/Commentary, July 2012

Jim Hachtel Eby-Brown Co.

2014 Eddie Award Honorable Mention, Folio: magazine Business to Business, Retail, Full Issue, October 2013 Business to Business, Retail, Single Article, February 2013

Chris Hartman Rutter’s

2013 Eddie Award Honorable Mention, Folio: magazine Business to Business, Retail, Full Issue, October 2012

Ray Johnson Speedee Mart

2015 American Society of Business Press Editors, National Azbee Awards Silver, Best Profile (long form), February 2014 2015 American Society of Business Press Editors, Midwest Regional Azbee Awards Gold, Best Special Supplement, November 2014 Silver, Best Profile (long form), February 2014

Laura Aufleger OnCue Express

Jack Lewis GPM Midwest

Joe Lewis ExtraMile Convenience Stores Ruth Ann Lilly GPM Investments Danielle Mattiussi Maverik Inc. Vito Maurici McLane Co. Inc. Matt Paduano Lakeport Markets Jonathan Polonsky Plaid Pantries Inc. Greg Scriver Kwik Trip Inc. Bill Stein Core-Mark Roy Strasburger StrasGlobal

2020 Trade Association Business Publications Intl. Tabbie Awards Honorable Mention, Best Single Issue, September 2019 2016 Trade Association Business Publications Intl. Tabbie Awards Silver, Front Cover Illustration, June 2015

AP RIL

20 21

Convenience Store News 3

CONTENTS APRIL 21

COVER STORY PAGE 36

VOLUME 57 N UMB ER 4

32 68

FEATURES

DEPARTMENTS

COVER STORY

VIEWPOINT

36 Viewing C-stores Through a Pandemic Lens Shoppers have become more forgiving in some areas, but more discerning in others.

3 Solving the Post-Pandemic Foodservice Riddle CFX will explore how c-stores are rebuilding their prepared foods business.

STORE SPOTLIGHT

68 Freedom of Expression Anabi Oil debuts a new standard for its Rebel c-store brand, for now and in the future.

8 CSNews Online INSIDE THE CONSUMER MIND

28 New Products SMALL OPERATOR

32 Marketing Must-Dos for Small Operators Thoughtful, consistent marketing doesn’t have to require a massive budget. TWIC TRAILBLAZERS

65 Making a Difference Together Couche-Tard is moving in many ways toward a more inclusive and diverse culture.

4 Convenience Store News C S N E W S . c o m

86 Luring Fuel Customers Into the Store Since the onset of the pandemic, fewer c-store shoppers are making the transition.

www.hempbombs.com

Phone: 888-824-3256 | www.cbprices.com www.hempbombs.com | www.naturesscript.com

CONTENTS APRIL 21

VOLUME 57 N UMB ER 4

8550 W. Bryn Mawr Ave., Ste. 200, Chicago, IL 60631 (773) 992-4450 Fax: (773) 992-4455 www.csnews.com

BRAND MANAGEMENT Vice President/Group Brand Director Paula Lashinsky (917) 446-4117 plashinsky@ensembleiq.com EDITORIAL Editorial Director (201) 855-7606

Don Longo dlongo@ensembleiq.com

Editor-in-Chief (201) 855-7608

Linda Lisanti llisanti@ensembleiq.com

Senior News Editor (201) 855-7618

Melissa Kress mkress@ensembleiq.com

Senior Editor (201) 855-7619

INDUSTRY ROUNDUP

CATEGORY MANAGEMENT

12 Couche-Tard to Sell 350-Plus Circle K Stores Following Strategic Review

FOODSERVICE

16 Wawa Reaches $9M Settlement Over Data Breach 18 Visa & Mastercard Delay Swipe Fee Boost to 2022

50 Getting Salty An unexpected pop of salty or savory flavors can provide the wow factor. TOBACCO

Angela Hanson ahanson@ensembleiq.com

Managing Editor (201) 855-7604

Danielle Romano dromano@ensembleiq.com

Contributing Editor (303) 741-3377

Renée M. Covino reneek@aol.com

Contributing Editor (201) 280-2614

Tammy Mastroberte tmastroberte@gmail.com

ADVERTISING SALES & BUSINESS Associate Brand Director & Northeast Sales Manager (774) 212-6455

Rachel McGaffigan rmcgaffigan@ensembleiq.com

Associate Brand Director & Western Sales Manager (330) 840-9557

Ron Lowy rlowy@ensembleiq.com

20 Fast Facts

52 The Fight Over Flavors As more flavor-ban legislation arises, so does argument that these moves backfire.

22 Retailer Tidbits

SNACKS

EVENTS

56 Embracing the Fourth Daypart Accelerated by the pandemic, snacking is a frequent daily occurrence and an even greater c-store industry opportunity.

Executive Vice President, Events & Conferences Ed Several (860) 830-8321 eseveral@ensembleiq.com

20 Eye on Growth

24 Supplier Tidbits HOW TO 46 Capitalize on the Rise of Contactless Shopping COVID-19 sparked increased demand for curbside pickup, delivery, contactless payment and other no-touch options. TECHNOLOGY 60 A Seamless Strategy A c-store retailer’s mobile plan should cover all bases: online ordering, payment and loyalty.

Associate Publisher & Midwest Sales Manager Kelly Fischer (773) 992-4464 kfischer@ensembleiq.com Account Executive & Classified Advertising Terry Kanganis (201) 855-7615 tkanganis@ensembleiq.com Classified Production Manager Mary Beth Medley (856) 809-0050 marybeth@marybethmedley.com

AUDIENCE List Rental (914) 309-3378

MeritDirect Marie Briganti

Subscriber Services/Customer Care TOLL-FREE: (877) 687-7321 FAX: (888) 520-3608

contact@csnews.com

PROJECT MANAGEMENT/PRODUCTION/ART Vice President, Production (877) 687-7321 Creative Director (973) 607-1320

Derek Estey destey@ensembleiq.com Colette Magliaro cmagliaro@ensembleiq.com

Advertising/Production Manager (773) 992-4418

Ed Ward eward@ensembleiq.com

Art Director (973) 607-1321

Lauren DiMeo ldimeo@ensembleiq.com

CORPORATE OFFICERS Chief Executive Officer Jennifer Litterick Chief Financial Officer Jane Volland Chief Innovation Officer Tanner Van Dusen Chief Human Resources Officer Ann Jadown Executive Vice President, Events & Conferences Ed Several Senior Vice President, Content Joe Territo

CONVENIENCE STORE NEWS AFFILIATIONS Premier Trade Press Exhibitor

The contents of this publication may not be reproduced in whole or in part without the consent of the publisher. The publisher is not responsible for product claims and representations.

Convenience Store News (ISSN 0194-8733; USPS 515-950) is published 12 times per year, monthly, by EnsembleIQ, 8550 W. Bryn Mawr Ave., Ste. 200, Chicago, IL 60631. Subscription rates: Subscription rate in the United States: $125 one year; $230 two year; $14 single issue copy; Canada and Mexico: $150 one year; $270 two year; $16 single issue copy; Foreign: $170 one year; $325 two year; $16 single issue copy; Digital One year, digital $87; two year, $161. Periodical postage paid at Chicago, IL 60631, and additional mailing addresses. Copyright 2021 by EnsembleIQ. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or information storage and retrieval system, without permission in writing from the publisher. Reprints, permissions and licensing, please contact Wright’s Media at ensembleiq@wrightsmedia.com or (877) 652-5295. POSTMASTER: send address changes to Convenience Store News, 8550 W. Bryn Mawr Ave. Ste. 200, Chicago, IL 60631.

6 Convenience Store News C S N E W S . c o m

Contact your local GSK C-Store representative on how to order or email Scott.F.Breisinger@gsk.com

CSNEWS ONLINE

SPONSORED CONTENT

c )

Gwen Andrews & Gina Peterson

Driving Conversion and Meeting Shopper Expectations

To place an order, contact your Hershey representative or visit www.thehersheycompany.com

NEW PRODUCTS

1. Pro2Go On-TheGo Protein Line

2. Monster Energy Ultra Gold

The Pro2Go On-The-Go Protein Line marries traditional whole breast chicken skewers with on-the-go convenience. Each singleserve skewers package touts 21 grams of protein for the 4-ounce serving. The line includes three varieties: Sweet Sriracha Style, Chipotle Style, and Rotisserie Style. The skewers are packaged in a microwaveable container for easy heat access, and feature a detachable sauce tray. The suggested retail price is $3.99.

Monster Energy Ultra Gold offers a refreshingly light flavor that tastes like biting into a ripe, golden pineapple. At just 10 calories and 150 milligrams of caffeine per can, Ultra Gold is a tasty pick-me-up to help increase productivity and encourage consumers to push past everyday barriers to become the best version of themselves, according to the maker. The Ultra family of products — a portfolio of zero sugar, full flavor beverages — includes 11 different varieties suited for consumers looking to make the most out of every day while striving for healthier lifestyles.

Pro2Go Foods Montreal pro2gofoods.com

Monster Energy Corona, Calif. monsterenergy.com

3. Rush NonTobacco Oral Nicotine Pouches Rush non-tobacco oral nicotine pouches are loaded with impactful wintergreen, mint, citrus and cinnamon flavors, which are perfectly balanced with just the right levels of 3-milligram or 7-milligram non-tobacco nicotine to give adults just what they are looking for in a modern oral nicotine pouch product, according to the maker. The Rush brand is manufactured using only ingredients that are not made or derived from tobacco — the nicotine is from a non-tobacco source, none of the flavors have tobacco extracts, and the product uses absolutely no tobacco leaf, scrap or dust in the blend. Rushnic Dallas (214) 351-1509 info@crowndis.com rushnic.com

5. DN Series EASY Self-Service Solutions Diebold Nixdorf’s DN Series EASY is a family of self-service solutions designed to improve store efficiency, enhance consumers’ shopping experience and drive down costs. The DN Series EASY portfolio offers highly modular and open selfservice solutions that feature a platform-based approach with one core technology platform for the entire range. Retailers can add different modules to suit various use cases, retail needs and environments. Diebold Nixdorf Inc. North Canton, Ohio dieboldnixdorf.com/en-us

28 Convenience Store News C S N E W S . c o m

4. Whozeewhatzit Bar

The Whozeewhatzit bar, the Whatchamacallit brand’s first new bar in a decade, takes crunchy and chewy to a new level. The Whozeewhatzit bar has an added peanut butter crème layer and chocolate rice crisps, all covered in a chocolatey candy. The new product comes in two sizes: the 1.5-ounce standard size has a suggested retail price of $1.11, while the 3-ounce king size has a suggested price of $1.66. The Hershey Co. Hershey, Pa. thehersheycompany.com/ en_us/home.html

TWO FLAVORS. ONE OF A KIND SALES. The ﬁrst year of White Owl Duos, our exclusive ﬂavor concept of perfectly paired cigar combinations, delivered superior sales, thanks to retailers just like you. Now, the best is yet to come—because some things just go better together.

FOR MORE INFORMATION CONTACT YOUR SWEDISH MATCH REPRESENTATIVE 800-367-3677 • CUSTOMER.SERVICE@SMNA.COM

NEW PRODUCTS

6. Heineken Original Slim Cans Heineken USA is entering the fast-growing slim can market by updating the style of Heineken Original while retaining the fanfavorite taste. Initially launched in Florida in March, Heineken Original Slim Cans will replace the current 12-ounce cans onshelf. They will be available in six-packs, 12-packs, 18-packs and 24-packs. The company is supporting the launch through digital and social media, out-of-home advertising and local radio endorsements, as well as in-store visibility and pointof-sale materials. A national launch is being considered for 2022. Heineken USA Inc. White Plains, N.Y. heinekenusa.com

7. Herr’s Fire Ridged Potato Chips & Cheese Curls

8. Tres Picosos Authentic Mexican Burritos

Herr’s is bringing the heat with the launch of two new fiery snacks that deliver big flavor: Herr’s Fire Ridged Potato Chips and Herr’s Fire Cheese Curls. Both products deliver a fiery sensation that is balanced by savory and sweet notes. Herr’s Fire Ridged Potato Chips have a suggested retail price of 50 cents for a 1-ounce bag, $1.89 for a 2.75-ounce bag, and $4.29 for a 9-ounce bag. Herr’s Fire Cheese Curls have a suggested price of 50 cents for a 1-ounce bag, $1.89 for a 3-ounce bag, and $3.69 for a 7.5-ounce bag.

Tres Picosos authentic Mexican burritos added three new varieties to its existing line of grab-andgo offerings. The new varieties are Picadillo Beef, with ground beef, diced potatoes, green chiles and cheddar; Pork Carnitas, with slow-cooked pork shoulder, cilantro lime rice, seasoned pinto beans verde, tomatillo salsa and Monterey Jack cheese; and Western Breakfast, with scrambled eggs, pork sausage, hash browns, green chiles and cheddar. Each comes wrapped in new colorfully labeled brown-paper packaging that’s designed to grab the attention of the hurried convenience store customer.

Herr Foods Inc. Nottingham, Pa. herrs.com

9. AriZona Fruit Snacks AriZona Beverages adds two of its most iconic beverage flavors — Green Tea and Arnold Palmer — to its fruit snacks lineup. These mark the second and third additions to the brand’s fruit snacks line, which already includes Mixed Fruit. Arnold Palmer is a legendary flavor combination of half iced tea and half lemonade, known for its refreshing taste and ability to revive the senses after a competitive round of golf, while AriZona Green Tea is America’s bestselling green tea offering, according to the company. Both new fruit snack varieties are available in 5-ounce packages. AriZona Beverages USA Cincinnati drinkarizona.com

Tres Picosos Denver trespicosos.com

10. Ovention MiSA-a12 Rapid Cook Oven Ovention introduces the MiSA-a12 (microwave speed assist) rapid cook oven, which has the ability to cook up to 10 times faster than a conventional oven. The newest addition to Ovention’s ventless countertop oven line is designed for high-efficiency airflow in the cavity, and features a nonstick interior with removable tray for easy cleaning. Any oven-safe pan can be used in the MiSA-a12. The 12.9-inch by 13.5-inch cavity can fit a quarter-size sheet pan or a 12-inch pizza. The unit requires less than 16 inches of counter space. It offers the highest footprint to cavity ratio of any oven in its class, according to the company. Ovention Milwaukee oventionovens.com

30 Convenience Store News C S N E W S . c o m

HELP GROW YOUR CATEGORY WITH THE MARKET SHARE LEADER! Dispenser and Small Convenient Packs are Now Available for Tums Chewy Bites

Order These New Convenient Travel Size Packages Through Your Local Re-Packers

Convenience Valet Navajo Incorporated Select Corporation

New Smaller 8ct Bottle Also Available Contact your local Tums sales representative on how to order the New 8ct Bottle or email Scott.F.Breisinger@gsk.com Read and follow label directions. ©2020 GSK group of companies or its licensor.

SMALL OPERATOR

Marketing Must-Dos for Small Operators Thoughtful, consistent marketing doesn’t have to require a massive budget By Danielle Romano IN REAL ESTATE,

the name of the game is location, location, location. The success of a convenience store, however, takes more than the right location. The c-store industry’s single-store and small operators may not have the big marketing budgets or multi-person marketing teams that the larger c-store retailers do, but they still have the capability to draw in new customers and get more spend from existing customers through thoughtful, consistent marketing. “To count on a great location to deliver a steady flow of customers can be a costly mistake,” GrahamComm’s John Graham, a marketing and sales strategy consultant and business writer, told Convenience Store News. “The difference is having customers and drop-ins who develop an emotional attachment to a store. This is the marketing task — one that never ends.” Even without a branded loyalty program or app, the convenience channel’s small operators — those operating 20 stores or less — can create loyal shoppers. It just takes a marketing strategy that works for their brand and for their shoppers, and that strategy doesn’t have to require a massive budget. CSNews tapped marketing consultants and solution providers for their insights on what the best marketing tactics are for

32 Convenience Store News C S N E W S . c o m

small operators specifically. Here’s what they had to say:

Take the Time to Plan Small operators should plan, and expect to spend dedicated time marketing their store. The key is to operationalize marketing activities, according to Gray Cat Enterprises Inc. President and CEO John Matthews, whose retail consulting firm focuses on multiunit operations, interim divisional or general management leadership, consumer marketing for companies launching products in the retail sector, and strategic project management. “What I mean by that is just like how operators set aside time during the week to do inventory or clean, operators should also block out time to market their locations through local store marketing,” Matthews said. “This can be as little as one hour a day, but success is generally determined if it is a scheduled activity like other operational items. The more marketing becomes a task to be completed, the more it will no longer be an afterthought.” He suggests creating a quarterly strategy that focuses on selling more to current customers and attracting new customers from within a three-mile radius of the store(s). To reach the existing customer base, the Gray Cat executive recommends creating a suggestive sales incentive for employees; instituting bundles of products in combo kits to drive up the average ticket; and communicating proactively with clientele. As for drawing in new customers, he said small operators can create a grand reopening on the store’s anniversary.

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SMALL OPERATOR

Additionally, they can develop a group sales program that targets their three-mile trade area, and sample products in this area on a regular basis.

Low-Maintenance Approaches While small operators may not have the financial means to initiate large-scale marketing campaigns, there are some easy, low-maintenance, low-cost tactics they can implement. Koupon, a digital coupon platform that enables brands, agencies and retailers to deliver single-use mobile offers to consumers, recommends that small operators utilize SMS. “Promoting text-in campaigns through in-store signage is one of the easiest ways to reach and engage shoppers,” said Melissa Jordan, vice president of client success for Koupon. “This provides retailers who don’t have an app an opportunity to build a database of contacts and send offers.” Another effective approach for small operators to deliver value and build loyalty is taking advantage of CPG dollars in the marketplace. For example, putting a CPG offer at the pump can encourage fuel customers to make a trip inside the store, Jordan pointed out.

Optimizing Your Online Presence A strong online presence is key for convenience store operators of all sizes. An easy and impactful place for small operators to start is by claiming their Google My Business listing, according to Jordan. “This is a great way to be front and center with consumers looking for gas and convenience items,” she said. “Update your business category, add your business hours, a few photos and a phone number to get started. There are so many other business directories across the web. Pick the ones that are right for your area to help boost in-store traffic.” Aside from these listings, an online presence is also not complete without social media. “Social is a great place to showcase offers and promotions to a group of consumers interested in your store,” the Koupon executive noted. “Then, once customers are in-store, using your physical space for marketing can help drive higher basket sizes. Add some signage at the pump and at the register to encourage purchases.”

34 Convenience Store News C S N E W S . c o m

Create a Community Connection One of the biggest advantages a small operator has over a larger c-store retailer is their local connection. Graham stresses that without question, the small operator is the marketer, and their goal should be to create a community center. One way to do this, he says, is by creating a “What’s Happening in the Neighborhood” bulletin board for posting notices. “It is simple, but essential,” he said. Other community-focused tactics that the marketing and sales consultant recommends are supporting local/neighborhood causes; allocating store space to community efforts like food drives and bake sales; and running weekly ads in group-specific publications. “They should also establish a neighborhood council with six to eight members of various ages and backgrounds to serve as your eyes and ears and be your ambassadors to give you advice and spread the word,” Graham added. Koupon’s Jordan also believes in integrating that sense of community into marketing tactics. One way to incorporate a personal touch is to match the neighborhood’s personality by featuring actual customers and store associates in marketing materials. This creates a brand, and reminds shoppers that they’re supporting local, she explained. “Also, while larger operators may have the big budgets, they are typically spending marketing dollars across a large geographic target area. If you choose to invest in digital ads, either on social or elsewhere, you can be very precise with your geotargeting, allowing you to saturate your market better than some of the larger operators,” she pointed out.

Final Pointers Jordan offered up three final pieces of marketing advice for small operators: 1. Start small. “Start with tactics that allow you to begin building a brand online and establish a base of loyal and engaged customers. Start with the free or low-cost marketing tactics like claiming your listings, building a social media presence, and using CPG offers to engage your customers via signage, SMS or email.” 2. Test out new marketing strategies. “Don’t be afraid to try something new. Measure results and pivot as needed. Use every marketing tactic as an opportunity to learn more about your customers, and tweak your tactics based on your findings.” 3. You don’t have to do everything on your own. “There are experts ready to help you drive visits, build a loyal customer base, and ultimately increase sales in-store. You have plenty of tasks on your plate; bring in a partner to help you execute on your marketing strategy or, better yet, craft one for you.” CSN

COVER STORY

Viewing C-stores Through a Pandemic Lens BY ANGELA HANSON

36 Convenience Store News C S N E W S . c o m

Shoppers have become more forgiving in some areas, but more discerning in others

SINCE THE BEGINNING of the COVID-19 pandemic, the U.S. retail industry has seen thousands of job losses due to safety restrictions and massive shifts in consumer behavior. More than a year into the pandemic now, with initial responses to the crisis months in the past and vaccines rolling out across the country, how has the convenience store industry fared? An initial look at the 2021 Convenience Store News Realities of the Aisle Study, our annual benchmark study of U.S. c-store shoppers, paints a deceptively rosy picture. Consumers say they are still making regular trips to c-stores, with a majority of them doing so around the same rate as before the pandemic, and convenience store chains still receive good ratings on their speed, friendliness, cleanliness and general convenience. At the same time, however, examining the year-overyear numbers makes it clear that despite an overall solid performance, the c-store industry has seen notable declines in areas such as weekly shoppers, customer ratings on store attributes, and more. Do these numbers reflect the state of an industry that has taken significant hits but continues to do its best to serve its communities, or are they warning signs that c-stores are underperforming compared to their full potential? Should retailers be pleased that the channel is holding up as well as it is, or should they act now to correct course? Is the glass half full or half empty?

The answers to these questions may change depending on who is asking the question and how they view today's retail landscape, but the findings from our 12th annual Realities of the Aisle Study, which surveyed more than 1,500 c-store shoppers across the United States, provide some key insights on how retailers can better plan for an uncertain future.

Changing Shopper Habits Despite major shifts in their regular routines, consumers are still making a habit of visiting c-stores. Nearly two-thirds of the shoppers surveyed (65 percent) report visiting a c-store at least once per week, while one in five shoppers (20 percent) make daily visits. Among other store types, only grocery stores see a higher percentage of weekly shoppers, at 71 percent. Regular c-store customers trend younger as Generation Z, millennials and Generation X are more likely to be weekly or monthly shoppers than baby boomers or members of the mature/silent generation. The reliability of c-store customers is evident when comparing their current visit frequency to that of less-troubled times. Sixty-two percent say they shop at c-stores at "about the same" frequency as they did before the pandemic, with 14 percent saying they visit c-stores more often. Shoppers who have stepped up

Shopping Frequency by Store Type Shop once/week or more

Grocery store Mass/supercenter

65%

shop at a convenience store once/week or more -10 POINTS YOY

Dollar Online stores Drug

Never shop

71% +1*

6% +2

59% -11

2% +1

47% -10

7% +5 14% +3

35% -8 31% -9

6% +2

Discount supermarket

25% -16 27% +11

Club

20% -6 29% +8 16% -12

Specialty/natural store

37% +10

* Year over year comparisons AP RIL

20 21

Convenience Store News 37

COVER STORY

their visit frequency are more likely to be younger, as 25 percent of Gen Z and 23 percent of millennials report doing so. Still, while it's good news that the majority of c-store customers still make weekly c-store visits, this year’s study results show that this figure has dropped 10 percentage points from 2020, when 75 percent of shoppers said they visited a c-store once a week or more. This is almost certainly due to consumers cutting back on shopping trips in general, as other competitive channels — including mass/supercenters, dollar stores, discount supermarkets and specialty/natural stores — have also seen a double-digit percentage point decline in weekly shoppers.

The percentage of shoppers who visit c-stores while traveling to or from work or school dropped significantly from 45% last year to 30% this year.

Shopping Frequency by Store Type Today vs. Pre-Pandemic MORE

ABOUT THE SAME

Online store

The ebb and flow of foot traffic is also changing. These days, c-store trips increase throughout the day, peaking at 4 p.m. to 6:59 p.m., during which time millennials (47 percent) and Gen X (45 percent) are more likely to visit than baby boomers (36 percent). When asked what time(s) of day they typically visit a c-store, shoppers list multiple dayparts at lower rates than they did one year ago. Forty-two percent say they typically visit from 4 p.m. to 6:59 p.m., down from 49 percent in 2020. They are also

38 Convenience Store News C S N E W S . c o m

36%

48%

16%

Dollar

19%

59%

22%

Mass/supercenter

18%

59%

23%

Grocery store

17%

61%

21%

Discount supermarket

15%

57%

28%

Convenience store

14%

62%

23%

Club

14%

58%

28%

Specialty/natural store

13%

55%

32%

Drug

13%

67%

20%

Types of Convenience Store Visits DAILY

WEEKLY

EVERY 6 MONTHS

By this metric, c-stores are not performing worse than most competitor channels, and are likely being more successful at retaining regular customers than certain store types that have experienced both a decrease in weekly customers and an increase in the number of customers avoiding them entirely. For instance, the percentage of consumers who say they never visit discount supermarkets or specialty/natural stores rose 10 points and 11 points, respectively, compared to a year ago.

LESS

MONTHLY YEARLY OR MORE

NEVER

-18 POINTS YOY

51%

21%

4% 12% 3%

Gasoline only -12 POINTS YOY

18%

47%

24%

6% 3%

In-store only -14 POINTS YOY

45%

Both * Year over year comparisons

25%

7% 10% 4%

BEST

SELLER

GoPremier.com

COVER STORY

Time of Day When Typically Shop at Convenience Stores 42% 33%

33%

24%

24% 19%

10%

6 a.m. to

9 a.m. to

11 a.m. to

2 p.m. to

4 p.m. to

7 p.m. to

10 p.m.

8:59 a.m.

10:59 a.m.

1:59 p.m.

3:59 p.m.

6:59 p.m.

9:59 p.m.

or later

less likely to list 6 a.m. to 8:59 a.m. (19 percent this year vs. 25 percent in 2020), 7 p.m. to 9:59 p.m. (24 percent vs. 34 percent in 2020), and 10 p.m. or later (10 percent vs. 15 percent in 2020). Lunchtime and the dayparts before and after lunch either saw no change or a slight increase.

Aspects That Influence a Visit to a Convenience Store 25%

Loyalty program

22%

Gas price app

21%

None of the above

When they do visit a c-store, 59 percent of shoppers do so while running other errands, while Coupon 45 percent will make a special trip from home. The percentage of shoppers who visit c-stores Word of mouth while traveling to or from work or school dropped significantly from 45 percent last year to 30 Availability of contactless shopping percent this year, almost certainly due to the pandemic altering their daily schedules.

20% 18% 15% 14%

Mobile app offer

On average, in-store-only customers are the most likely to shop once a week or more — at 65 percent, down from 77 percent in 2020. Fiftyfour percent of consumers in search of both in-store merchandise and fuel shop at least once a week, down from 68 percent in 2020. Fuel-only customers are in the middle when it comes to frequency, but saw the greatest year-over-year drop (18 percentage points), with 60 percent reporting that they visit at least once a week, down from 78 percent in 2020.

The Meaning of Convenience Over the last year, consumers have grown more forgiving when it comes to the overall in-store experience. The percentage of c-store shoppers who consider the “shopping experience” to be important or very important when they choose which stores or retailers to visit fell by 15 percentage points to 46 percent. Still,

40 Convenience Store News C S N E W S . c o m

12%

Availability of drive-thru Availability of curbside pickup

11%

Radio or TV ad

10%

Mobile ordering

10%

Social media promotion

Print circular

Text message Billboard

7% 6%

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retailers should strive to put their best foot forward as more than half of millennials and Gen Xers consider the shopping experience to be important. Additionally, 32 percent of overall c-store shoppers consider the experience to be moderately important, while just 21 percent consider it slightly important/not important. Consumers located in the Northeast and in the South are more likely to consider the shopping experience important. Conversely, men are more likely than women to say they consider the shopping experience unimportant or just slightly important. What makes for a positive shopping experience? The price of products remains the No. 1 factor, cited by 54 percent of c-store shoppers. Other top factors include products being in stock (cited by 45 percent), variety of products offered (28 percent) and store cleanliness (28 percent) — all obvious benefits to shoppers who are trying to get as much as possible out of every trip. Different demographic groups rank the various factors differently. For example: • Price of products matters more to Gen X (58 percent), baby boomers (61 percent) and mature/silents (62 percent) than it does to Gen Z (44 percent) or millennials (43 percent). • Quality of prepared food is more important to Gen Z (15 percent), millennials (18 percent) and Gen X (16 percent) than it is to baby boomers (6 percent) or mature/silents (6 percent), reflecting the growing interest in c-store food among younger generations. • More men than women rate general convenience (28 percent vs. 22 percent, respectively) and employee helpfulness (17 percent vs. 12 percent) as important, while women care more about loyalty programs (21 percent vs. 12 percent of men) and availability of contactless options (10 percent vs. 7 percent). • Gen Z (27 percent) cares about employee friendliness more than any other generation. • Millennials (22 percent) and Gen X (17 percent) are more likely to factor in a store's loyalty program than baby boomers (12 percent) or mature/silents (8 percent.) Consumers also want convenience, which today they define as a speedy, in-and-out trip (cited by 37 percent), as well as general ease of shopping (27 percent) and proximity to their home (16 percent). "I don't like long lines or having to go hunting for what I need," remarked one study participant. "If

Importance of "Experience" When Choosing Where to Shop

Very important/important 46%

-15 POINTS YOY

Moderately important 32%

+9 POINTS YOY

Slightly/not important 21%

+4 POINTS YOY

* Year over year comparisons

Factors That Describe a Positive Shopping Experience 54%

Price of products

45%

Products I need are in-stock Store cleanliness

28%

Variety of products offered

28% 25%

General convenience

18%

Employee friendliness Loyalty program

16%

Speed of shopping trip

16%

Employee helpfulness

15%

Store organization

14% 12%

Quality of prepared food Fun to shop

Availability of contactless options

Store look/feel

Embraces cutting-edge tech

AP RIL

20 21

Convenience Store News

COVER STORY

I ask an employee a question about a product, I expect them to be able to help me or know EXACTLY who can." Once they identify a store that meets their needs, c-store customers tend to stick with it. More than three-quarters of shoppers (77 percent) say they typically visit the same location every time, a three-point increase over last year.

Areas that shoppers feel could use improvement are price of products, embracing cuttingedge technology, and availability of contactless shopping options. When asked to rate their usual c-store on a variety of attributes, shoppers give general convenience the highest marks, with 69 percent rating their usual store as excellent or very good in this area. Other attributes for which c-stores are generally well regarded include speed of shopping (65 percent rate it excellent/very good), employee friendliness (62 percent) and store cleanliness (60 percent). Areas that shoppers feel could use improvement are price of products, embracing cutting-edge technology, and availability of contactless shopping options. Troublingly, customer ratings dropped across the board compared to one year ago, even in areas that still perform well overall. Looking at all the attributes that were rated in both 2020 and 2021, the percentage of shoppers who gave their usual store excellent or very good ratings fell, with nearly all attributes seeing a decline of at least 10 percentage points. The biggest ratings declines are in store organization (down 17 points year over year) and variety of products, fun to shop and price of products, all down 14 points year over year. While this is a significant drop, these attributes 44 Convenience Store News C S N E W S . c o m

saw only a small increase in growth among the lowest ratings (fair/poor). This suggests that while shoppers haven't developed a highly negative view of convenience stores, they do perceive that c-stores are not performing up to their full potential — perhaps to be expected during the ongoing pandemic.

What Motivates Shoppers to Visit Interestingly, when asked to identify particular elements that influenced their decision to visit a c-store, shoppers rated nearly all possible answers lower than they did in 2020. In fact, it seems that the pandemic has prompted consumers to feel less swayed in general, as the only answer that grew year over year was "none of the above" at 21 percent, up 7 points. Loyalty programs remain the top motivator to visit a c-store — cited by 25 percent of shoppers, but down 8 percentage points year over year. Gas price apps claim the No. 2 spot — cited by 22 percent of shoppers, the same percentage as last year. The biggest declines in influence are seen in word of mouth (18 percent this year vs. 31 percent in 2020), social media promotion (9 percent vs. 22 percent in 2020), and radio/TV ads (10 percent vs. 19 percent in 2020). Of the low-contact or no-contact options that have surged in availability since the beginning of the pandemic, 15 percent of shoppers say contactless shopping is a motivator, while 12 percent cite drive-thru and 11 percent cite availability of curbside pickup as motivators. When it comes to enticing fuel customers to enter the c-store, consumers again this year appear to be less swayable in general. When asked which elements influenced their decision to shop for in-store products during a recent c-store trip to purchase gasoline, "none of the above" was the top-selected response at 30 percent, up from 20 percent last year. The most influential elements for getting fuel customers to enter the store — which were all cited less frequently this year than they were in 2020 — are loyalty programs, mobile app promotions/deals, promotional signage, and banners/window signs. Nearly six in 10 c-store shoppers (59 percent) report using at least one of the expanded services available at c-stores today. However, this is another metric that has fallen since the start of the pandemic, as 68 percent of shoppers reported using at least one service a year ago. The most popular services are the ATM (29 percent usage, down from 42 percent in 2020) and the car wash (15 percent usage, down from 20 percent). Usage of contactless services has not yet become widespread. Fourteen percent of c-store shoppers report regularly using self-checkout, 12 percent regularly use mobile payment, 11 percent regularly use drive-thru, and 9 percent regularly use mobile ordering. These numbers may rise over the next year as retailers continue to invest in shopping alternatives. CSN

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Capitalize on the Rise of Contactless Shopping COVID-19 sparked increased demand for curbside pickup, delivery, contactless payment and other no-touch options By Tammy Mastroberte

WHEN THE COVID-19 PANDEMIC started in March 2020, the demand for contactless shopping experiences increased quickly throughout both the retail and restaurant industries. Consumers wanted access to merchandise and fresh food, and they wanted the ability to pay for it all without coming into contact with other people. Whether it was curbside pickup of items purchased online or by phone, delivery straight to a customer’s home or contactless payment, many retailers immediately responded to meet the increasing demand, including convenience stores.

In April 2020, Casey’s General Stores Inc., based in Ankeny, Iowa, and operating 2,193 c-stores in 16 states, announced the availability of contactless delivery for online, phone or app orders, as well as pay-ahead carryout for pizza orders. EG America added curbside pickup for pizza at its Cumberland Farms and Fastrac c-stores last fall, and hopes to expand it to more locations soon, David Heilbronner, director of brand strategy for the company operating 1,600 c-stores, told Convenience Store News. 7-Eleven Inc. expanded its roster of on-demand delivery partners in April 2020 to include third-party delivery platforms such as Postmates, DoorDash and Google. Then, in July, the company started offering at-store pickup options through its 7NOW app. This allows customers to browse and purchase items, and track when their order is ready for pickup. Another c-store chain, Alltown Fresh, owned and operated by Global Partners LP based in Waltham, Mass., launched four different contactless options

46 Convenience Store News C S N E W S . c o m

in May 2020, including curbside pickup and thirdparty delivery. “We know that now more than ever our guests want options, and we view contactless shopping as well as curbside and home delivery as important choices we can deliver our guests,” said Mark Cosenza, senior vice president of Global Partners, the operator of nearly 300 Alltown and Alltown Fresh convenience stores. “We’re also finding some of our guests want an ability to purchase groceries, meals and goods that they used to get at a bigger supermarket, but at a location closer to their home or work, and smaller in size.” Last year, Alltown “pivoted” and introduced curbside pickup, where customers could call ahead to order menu items such as bean-to-cup organic coffee, fresh smoothies, sandwiches, salads and traditional convenience items, and have them brought to the car, according to Cosenza. The retailer also started offering delivery through the third-party service Grubhub, and added fresh, healthy meals and meal kits that feed a minimum of four people as an option, as well as crates of fresh grocery from its Alltown Fresh locations. “We’ve put a lot of focus on listening to our guests and communicating with them,” Cosenza noted. “Our focus is on offering the goods and services and items they want, in the method they want them. It’s also important to provide options around how to complete the transaction, which is why we’ve focused on contactless payment, delivery and curbside pickup.” Ever since Amazon debuted its Amazon Go store concept, artificial intelligence (AI) powered shopping

and payment has been another contactless option growing in popularity. One company, Standard Cognition, is working with c-stores and other retailers to offer a completely contactless shopping experience through the use of AI-powered cameras in the store. This technology is being tested by Alimentation Couche-Tard Inc. in its Circle K stores. “It offers the ability for a customer to walk into the store, grab what they want, and walk out,” said Standard Cognition CEO Jordan Fisher, explaining that from the retailer’s perspective, there is no downtime as the cameras simply need to be installed overhead in an existing store. “It uses cameras and an app, so there are no shelving units, which allows it to be easier and more cost-effective.”

Creating a Contactless Environment for Employees

Contactless Payment Options

While many convenience store retailers moved into high gear to make their stores contactless from the customer perspective, it has also been important to implement measures to offer a more contactless environment for employees as well.

While contactless payment options are not new, there has been a huge increase in demand and implementation of them since the onset of the COVID-19 pandemic. Many c-store operators and cross-channel retailers who had rollouts on the backburner moved up their timelines to get solutions implemented or expanded in their locations.

“Employees expect their employer to create and sustain a safe and healthy working environment,” said Amanda Nichols, senior manager of the retail, hospitality and foodservice practice at UKG, based in Lowell, Mass., and offering workforce management solutions. “Fail to do so and employees will look elsewhere for work.”

“We think COVID accelerated a trend that was already underway,” Cosenza explained. “We are pleased that we were positioned to speed up our strategy and related rollouts, and provide choices to our guests.” The latest State of Retail Payments study, conducted on behalf of the National Retail Federation every other year by Forrester, found that 67 percent of retailers surveyed now accept some form of no-touch payment. This includes 58 percent who accept contactless cards that can be waved past or tapped onto a reader — up from 40 percent last year. Additionally, 56 percent accept digital wallet payment on mobile phones, which is up from 44 percent. And from January 2020 to August 2020, no-touch payments increased among 69 percent of the retailers surveyed, while 19 percent reported no-touch accounted for more than half of their in-store transactions, according to the study. “Customer usage of contactless payment at Love’s has nearly doubled since the beginning of the pandemic,” said Ginny Webb, chief information officer and vice president of technology at Love’s Travel Stops & Country Stores Inc., based in Oklahoma City and operating more than 530 locations in 41 states. Love’s expanded its contactless payment options last year both in-store and on the forecourt. The retailer now accepts Apple Pay, Samsung Pay and Google Pay; tap and go credit cards, such as Visa, Mastercard, American Express and Discover; and new smart terminals that combine with Love’s credit processing software to cut checkout time in half. “We also have our own app called Love’s Connect,

There are a variety of ways to make a convenience store contactless from the viewpoint of the employee. To reduce contact between one another, a high-touch area for employers to look at is the punch-in and punch-out system for shift changes. This can be moved to a mobile app, rather than a shared time clock, Nichols shared. She also noted that one of the most vital technologies for c-stores today is task management. “By digitizing checklists and tasks, not only does management have greater visibility to verify the accurate completion of these tasks and to standardize compliance across a chain, but you’ve also eliminated unnecessary contact between employees who might otherwise use a shared clipboard or notepad,” she explained.

which offers — among other features — Mobile Shower Check In, which allows customers to sign in and pay for showers as a contactless option,” Webb shared. “Love’s Connect has been very popular with commercial drivers, and our contactless ability on our gas dispensers has gained the most traction with our four-wheel customers.” Alltown also offers contactless payment through its Alltown Insider app both at the pump and in-store, and the ability for customers to pay via their car with a technology called PaybyCar will soon be available at all 30 Alltown locations in Massachusetts, Cosenza reported. “Many of our legacy sites accept Near Field Communication (NRC) as a touchless payment option, and we will have a new app that will be announced soon,” he said, explaining that PaybyCar will allow customers to pay for gas and other goods directly from their mobile

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20 21

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device. “The technology will soon be available for other kinds of transactions, such as paying at convenience stores, car washes, drive-thrus, parking lots and restaurants, in 2021.” At EG, the company has expanded its use of PDI Payments through its SmartPay Rewards program to now encompass nearly 1,700 convenience stores across North America. While the program has been contactless since its inception eight years ago, the retailer began emphasizing the use of SmartPay Rewards in-store when the pandemic began last spring. “Guests will expect contactless payment, and we want to be able to accommodate them. In addition to convenience, during the pandemic, contactless payment offered a safe way for guests to pay,” Heilbronner noted. Another company that’s accelerated the rollout of contactless options is Exxon Mobil Corp., which began expanding its offerings in the fall of 2020. Contactless payment had been available at its locations since 1997, when Mobil introduced Speedpass as a keychain device for electronic payment. In 2015, the company released the Speedpass+ app, which was then updated to include rewards in 2019. The newest options introduced last year include NFC, QR codes, and voice technology. “While the advancements, such as QR codes and voice payment, were already in our planning pipeline, COVID-19 gave new significance to the value of contactless payment,” said Eric Carmichael, retail fuels sales and marketing manager for ExxonMobil. Customers can now pay using NFC or QR codes at more than 11,500 Exxon and Mobil stations across the United States; they can “point and pay” using their smartphones, or tap or scan a QR code. This authorizes payment using Apple Pay, Google Pay or the Exxon Mobil Rewards+ app and selects the fuel grade, Carmichael noted. For those using the Exxon Mobil Rewards+ app, scanning intuitively opens the app for secure payment. The voice payment is powered by “Alexa, Pay for Gas,” which is available with a car’s Alexaenabled device, such as Echo Auto or the Alexa app. Using that voice command at an Exxon or Mobil location activates the pump and “payment is processed securely through Amazon Pay, with no additional sign-up or separate account required,” said Carmichael. “We’ve found that all options are popular to certain consumer segments at certain times, which is why we offer so many options,” he explained. “At first, [contactless] was primarily out of safety concerns, but now we believe consumers are additionally enjoying the simplicity of contactless payment. Quickly tapping and paying, instead of fumbling

ExxonMobil offers multiple forms of contactless payment, as the company has found that each option is popular with different consumer segments.

with wallets or credit cards at the pump or in our store, has busy consumers in and out faster.” The company also recently partnered with navigation app Waze to add yet another payment option for customers. The Waze app will automatically display a prompt for contactless payment through the Exxon Mobil Rewards+ app upon arrival at a participating station. “Waze is a leading navigation app for millions of drivers. Teaming up with a company that already has relationships with these drivers is just the latest move in ExxonMobil’s quest to keep drivers moving safely and easily through their day,” Carmichael said. “Anyone who already enjoys Waze’s traffic monitoring, route planning and real-time alerts can take advantage of the seamless integration with the Exxon Mobil Rewards+ app.”

Best Practices Revealed When trying to implement new contactless shopping or contactless payment options into a store, it all starts with proper planning and making sure the right tools and support are available prior to the rollout, according to Cosenza. “Good planning and investing in the right technology and IT support. It’s also important to set expectations, goals and benchmarks as a way to measure success,” he advised. For contactless payment in particular, giving consumers multiple options is key because there are a variety of ways to execute and each meets different needs, according to Carmichael. Once contactless payment options are available at a store, retailers must be sure to promote the offerings at both the pump and at payment terminals as a reminder to consumers. “Ensure station staff are educated on the payment terminals and how consumers can tap to pay or use [an app] for fuel,” Carmichael added. “Not everyone is an expert or frequent user, so a quick demo or instruction will go a long way.” CSN

AP RIL

20 21

Convenience Store News

FOODSERVICE F

FOOD I NSIGHT P O W E R E D B Y DATA S S E N T I A L

Getting Salty An unexpected pop of salty or savory flavors can provide the wow factor “WHEN IT RAINS, IT POURS” was the adage created by the Morton Salt company more than 100 years ago to advertise its products’ pourability even in wet, rainy weather. In this season of springtime showers, consider the role of salt, as well as its savory flavor, in less obvious applications.

After all, according to Datassential’s C-Store Foodservice Keynote report, 90 percent of convenience store consumers are either excited by food, or consider themselves outright “foodies.” An unexpected pop of salty or savory flavors in an indulgent dessert or drink items can provide that wow factor consumers are looking for.

Salt in Desserts Datassential’s MenuTrends database found that salt has grown 66 percent on dessert menus at American restaurants over the past four years. In upscale applications, a sprinkle of salt punches up panna cotta or boosts the flavor of chocolate mousse. It can also be as simple as adding sea salt to a chocolate chip cookie, like Blaze Pizza did with the introduction of its Chocolate Chip Cookie Sprinkled with Sea Salt several years ago.

Salted Caramel Salted caramel is a well-known flavor, according to Datassential’s FLAVOR database, with 91 percent of consumers knowing it. And sea salt caramel is trending in consumers’ minds, with rapidly increasing awareness and a 5 percent increase in consumers loving it compared to two years ago. These flavors apply readily to ice cream, shakes, doughnuts, cookies, and more. In fact, both Krispy Kreme’s Salted Double Caramel Crunch Doughnut limited-time offer (LTO) and Carvel’s Salted Caramel Soft Serve LTO were rated highly for consumer purchase intent and uniqueness, according to Datassential’s SCORES platform. Salted caramel is growing on beverage menus, too — in the form of lattes, hot chocolate, milkshakes, and even cold-brew coffee.

A Savory Twist Blaze Pizza’s dessert menu showcases another way to attract consumers: through unexpected savory elements. Its chocolate brownie is brushed with olive oil, making this classic dessert item even more indulgent and interesting. The usual surprise (to use an oxymoron) savory addition in desserts is bacon, but the possibilities are expanding, as menu data shows. Both olive oil and matcha have grown on dessert menus, and so has the term “spicy.” CSN

OPERATOR: Krispy Kreme DATE: November 2020 PRICE: $1.99 ITEM TYPE: Limited-Time Offer DESCRIPTION: A caramel glazed doughnut dipped in decadent caramel icing and topped with salted caramel crunch.

53%

definitely or probably would buy

unbranded PI

versus other QSR items

versus other breakfast pastries