Walk A Way without spending
Customer experience feedback often never even begins because customers get fed up and can’t be bothered to wait to be served…they go away empty handed.
I have noticed that in our local Waitrose the single basket paying area is so poorly laid out that customers wait in a long line that snakes across the other tills which makes life harder for other shoppers and looks a mess.It probably deters other shoppers..
I also noticed that some shoppers gave up before even joining this line which means that Waitrose missed out on some sales.these could have been fairly small but aggregated up across all stores and every day this will mount up.As a rival says,Every Little Helps…
So how much does the retail sector miss out on as a result of Walk A Ways? I have no idea but it’s millions of pounds without a doubt.What about the combined loss in leisure sectors? More millions..
Maybe better attention to how customers shop could prevent lost sales?More staff, better layouts,better customer feedback systems…
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