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15

Nov

2013

Check This Out

Author: Steve Moskal

In May, I posted a commentary on why I thought certain retailers were missing the boat by offering customers the option of using self-checkout lanes.

 

I wrote that in an effort to speed up the process and reduce labor, these retailers were actually creating distance between the value they provide and the customer’s perception of their overall experience.

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21

May

2013

Unexpected Item in the Bagging Area

Author: Steve Moskal

If you ask me, grocery store chains and some big box retailers are messing up big time.

 

Yep, messing up by relying on self-service checkouts.

 

We’ve all used them. For quick purchases they are great. You zip in, pick up some milk and a bag of cat food, swipe your debit card, and you zip out. You know the layout of the buttons on the machine by heart and every step is memorized so you don’t even have to wait for the prompts. Your fingers move about the screen with the familiarity of your TV’s remote control.

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Number of views (2408)
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