“The most fascinating takeaway for me is this: many retailers believe that they still have the power to inconvenience shoppers as a way of increasing revenue. ‘Too many stores in that mall,’ in my opinion, for me to stay with you if it’s easier and more fun to go over there instead.” (emphasis added)
For myself, this is simply a sign of the old-drone retailers that will die slowly and painfully, writhing and jerking around before finally being bought out by upstarts who get that SERVICE + CONVENIENCE is where I am looking to spend my money.
Yesterday, I spent 38 minutes in the CHECKOUT line at the Sam’s club in Provo, Utah. Four of 16 checkout lanes were open. Yougottabekiddingme that they think this is good for business. I watched three people give up, dump their stuff on the floor or on an empty checkout lane and walk out the door, pissed off. If I hadn’t spent another hour hunting-and-gathering for the things in my cart, I would have done the same thing.
Help me have a good time, and I will spend a lot more time and money in your store than any of your competitors… ever.