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Customers are tired of long queues only for paying. If we
want to keep our stores alive, we should make changes to
improve the customer experience.
Tatiana García Posada
Some retailers seem to be more advanced at capitalizing on
the captive shopper waiting in line. Bed, Bath & Beyond and
Sephora make it virtually impossible to resist an impulse
purchase while queuing to pay. McDonald’s and Tim Hortons
also do it well with the screens incorporated with the menu boards.
owner, Ruscio Studio
The emphasis of CX has never been more important. With the
advent of new technologies, we’ll continue to see the “
transactional” moment even more friendly. Rather than bulky POS
terminals, we now have flexible equipment that’s not tethered to large traditional cashwraps and those awful queues. Retailers need
to think long and hard about a new strategy to fit into this paradigm, as
I don’t think there’s any turning back. Hopefully, the grocery stores and
large format are listening! The aisles and endcaps will have more emphasis
in the future as the sale happens at every display/feature.
Brian Dyches, FRDI
designer, digital strategist, speaker
co-chair of the Society for Experiential Graphic Design
As a shopper, I enjoy the checkout experience with a friendly
associate ensuring that my purchase is wrapped and carefully bagged to protect it until I get the wonderful things
I just bought home. As designers of retail spaces, our challenge is to make the experience worthy of our guests and to create a last
amazing impression before they exit the store. Let’s make the process
exciting, enjoyable, and profitable.
program manager in
retail design planning and operations
At Hanna Andersson in Cincinnati’s Kenwood Towne Centre, RGLA
Solutions designed the checkout experience to afford one last brand
impression. A light box, on unique millwork by Grand + Benedicts,
showcases seasonal marketing campaigns.
Are cash registers and checkout lanes a retail relic?
The Maine Bucket Co. posts a retailcustomerexperience.com article advocating the elimination
of traditional checkout systems. The article urges retailers to embrace smartphone-empowered
customers, who are their own POS.
Where do you weigh in? Are cash registers and checkout lanes a
hindrance to the future of retail, or a necessary evil for the industry?
The Maine Bucket Co. wholesale manufacturer of stock or
custom wooden retail P-O-P displays, store fixtures, and barrels