My local Boots and Tesco’s have just installed self service machines.
I am not a fan.
I think it is a mistake for retailers to install them as it merely ‘commoditises’ the whole shopping experience.
The best way to win in-store is to deliver a WOW brand experience that shoppers will love. That way they will reward you with further visits; and maybe even tell their friends about you.
I was therefore very interested to get an invitation from Retail Customer Experience to participate in a webinar: ‘Implementing self service to gain competitive advantage’.
They promise to show, among other things, how to reduce costs and deliver a differentiated experience with self service that will create new consumer loyalty.
Okay…. I get that these machines reduce costs (surely the main reason).
But come on….how can they increase loyalty?
I have registered to join this webinar so I will keep you posted.
[BTW, my thanks to Timothy Belmont for his excellent picture.]