Delight or Disgust?

Shopping experiences either delight, or disgust. Today, it was a little bit of both. 

Key takeaways :

- Delight the customer every step of the way. 3/5 customers who are completely delighted will share their experience with 3-5 individuals.

- Engage the customer when they stare at an aisle longer than 2 minutes, without any activity. (Just like I did, when I was trying to decide a new cereal I wanted to try. I would have bought 'anything' with just a little nudge. No one nudged me.)

- Get better at organizing sub sections

- Get digital tags

Delight

·      1. Quick check-out line. The cashier was not only adept at quickly billing my purchase, but also bagged the items, and handed them over to me, while her assistant pulled out my used trolley out of my way, all in 5 seconds.

·      2. Quick problem resolution – I cannot find the face cleanser. I could if I tried, but it’s been 15 seconds, and that’s almost a year in retail clock. Before I realize an assistant walks up and solves my problem in 5 seconds.

Disgust

·      3. I am walking up and down the frozen vegetables aisle, since I need frozen peas. I also need them cheap. And I need a decent brand. But they are all spread across, with frozen carrots and beans cropping up in between. Multiple brands of peas mixed with multiple vegetable categories. 5 minutes to find the ‘right’ bag of peas. What did I say about retail clock?

·      4. Bread. Very important on my list. Again, walking up and down the aisle, coz you know there are So many types. But the 2 associates have blocked my view as they are manually updating price tags. And they take 5 minutes just to cover half of it. I don’t blame them; they are doing their best, but what about my clock?

Opportunity – Let’s get the digital tags