Today, supermarkets tend to resemble “big warehouses” where you easily get lost, waste time trying to find what you’re looking for, and end up queuing at the checkout in a bad mood and frustration – usually with little cordiality post-payment. The customer usually experiences little appreciation when leaving, as mindful service, empathetic staff and intuitive parking solutions are absent. This represents wasted potential in terms of customer retention and currently there is still a lot of room for improvement to ensure that stores remain competitive – also in regard to e-commerce or delivery services.

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