Ever have this experience?: You’re waiting in line at the grocery store, when a new line opens up. The cashier yells, “I’ll take the next person in line!” And the 10 or so people waiting behind you rush over before you can even react. Frustrating? Shoppers think so.
But a recent article in The New York Times highlights how customer-friendly Whole Foods Market is working to change that frustrating experience by moving customers through the lines quickly and efficiently. Customers have commented that, even with 50 people in line, checking out is a fast and pleasant experience.

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If your employees are often heard grumbling under their breath or, worse yet, amongst themselves, you might want to consider surveying your employees to find out what they’re really thinking.

As reported by The Wall Street Journal Online, June 18, 2007, there’s a trend among human resource professionals to survey employees as part of an ongoing effort in ‘employee engagement.’ Engaged employees are more cheerful, more helpful, contribute more to the workplace, take initiative and speak well of the company in their off hours. With benefits like these, no wonder more companies are jumping on the engagement bandwagon.

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Customers frequently complain about overly rigid store policies, especially when it comes to returns. Store policies were cited by nearly 10 percent of those surveyed, with most grumbling over returns policies. Many stores formerly offered lax return policies, teaching customers to expect a ‘no questions asked’ attitude. But an increase in shoplifting and employee theft means a receipt is generally required to received a refund. Even then, the customer may only be able to get a store credit. Shoppers are not thrilled with the change.

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Customer Experience 360 is ICC/Decision Services companion blog designed to educate the retail and brand community on the importance of the customer experience. Our goal is to inspire you to “Optimize The Customer Experience” to build your brand, and drive profits.