Even before the pandemic, retailers were eagerly experimenting with all the different ways they could be reinventing the customer experience.
When the pandemic arrived and made in-person interactions unsafe, Verizon was one of the retailers enabling self-checkout in its stores and appointment scheduling through its app, and there are scores of similar stories all across retail.
Alcohol retailer Total Wine & More had already been prioritising higher-value interactions with extensive training programs designed to help staff members assist customers with their selections and purchases.
Company training became an essential part of success, like in Asia with hrdlearningspoons.com but not all the businesses have learned the lesson, fundamental to improve CX, a key discriminant for long-term sustainable results.
For example, Amazon is going a step further at its Amazon Fresh stores by piloting “Just Walk Out” technology, which automatically tracks what customers place in their carts and charges them when they leave.