We’ve written about the decline of service in retail generally. In the home improvement sector retailers and customers are thinking similarly to resolve a problem that seemed like a good idea at the time.
We note with interest in particular the Lowe’s CEO pointing to self-checkout as just one (though significant) contributor to shrinkage.
It is not surprising that this sector would be among the first to see that “self-checkout” is not a one-size-fits-all for mass retailers. We hope grocers are listening too.
Product knowledge, cues to the needs and interests of customer, communication skills, and a support team to ensure fulfillment are also required for a successful customer experience overall. Well-conceived and delivered, this also improves sales and profit!
We think Lowe’s was right to give these customer service attributes a deeper, refreshed look.
Read the full article at The Street.