Are you a less than enthusiastic shopper that just really wants great customer service? Well, you’re not alone. In fact, I recently guest authored a post for the IBM Commerce Blog that touches on how store labor and omni-channel play into the customer experience.
Here’s a quick preview:
I am a reluctant shopper. I don’t enjoy hours in the store. I don’t like browsing. That said, I love service: I crave an excellent customer experience. There are stores forever etched in my memory for offering helpful experiences, mostly higher-end stores where I am greeted with genuine interest. Quite frankly, these experiences make shopping tolerable. So how disappointed am I most of the time when I enter stores where staff are not visible, where long lines await me to pick-up items I have ordered online? “My goodness,” I think, “I’ve done most of the work for you, can’t you make pick-up fast and friendly?”