It is possible to walk into a store these days, due to electronic check outs, and never talk to a store employee. This is generally an operations or accounting driven decision aimed at cutting cost. By not having contact with their customers, they miss touch points for satisfaction, up selling, and more. Though, there are some customers who enjoy what they consider a hassle free opportunity to enter a store, get exactly what they want, and get out, all and all I feel it is a disaster from a marketing perspective. Thus, an opportunity is born!
Small Businesses retailers can’t afford electronic checkouts. Thus, as the large box world goes to a no customer touch model, now is a time to really double check your customer experience and touch points to ensure you have interaction that provides high satisfaction and an overall valuable experience.
Visit the big box concepts and constantly look for ways to fill the voids they so quickly create!
Derick
