Building customer-centric convenience

Building customer-centric convenience

From Business Lab by MIT Technology Review Insights

May 27, 2025 · 28 min · Episode 98

About this episode

The episode discusses the challenges faced by independent convenience store operators in the U.S. and explores how modern technology can enhance their operations while maintaining their independence.

In the U.S., two-thirds of the country’s 150,000 convenience stores are run by independent operators. Mom-and-pop shops, powered by personal relationships and local knowledge, are the backbone of the convenience sector. These neighborhood operators have long lacked the resources needed to compete with larger chains when it comes to technology, operations, and customer loyalty programs. As consumer expectations evolve, many small business owners find themselves grappling with outdated systems, rising costs, and limited digital tools to keep up. “What would happen if these small operations could combine their knowledge of their market, of their neighborhood, with the state-of-the-art technology?” asks GM of digital products, mobility, and convenience for the Americas at bp, Tarang Sethia. That question is shaping a years-long, multi-pronged initiative to bring modern retail tools, like cloud-connected point-of-sale systems and personalized AI, into the hands of local convenience store operators, without stripping their independence.

Topics covered

  • convenience stores
  • small business
  • technology
  • customer loyalty
  • digital tools

Keywords

  • convenience stores
  • small business
  • technology
  • customer loyalty
  • digital tools
  • local knowledge
  • point-of-sale systems

Mentioned in this episode

Organizations: bp

Places: U.S.

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