Example no. 1 - The Grocery Store The Giant grocery store near my house has a bunch of those automatic checkouts where you scan, and ring up all your own purchases and even bag your own stuff too. While Giant might be saving some money from these machines replacing people, I wonder why this is good? It's certainly not an improved experience for me as a shopper. Compare this with Eddie's around the corner where they unload your basket for you, ring you up with a smile, and will carry your bags out to your car. Hands down Eddie's wins more of my dollars just for better customer experience. Here's the article inspiring this blog post: Stores Count Seconds to Trim Labor Costs I can't think of worse customer experience than this. Food is supposed to be a happy social experience. Why would any retailer actively destroy the fun already in shopping? Example no. 2 - A Walk in the Park Simple things have become overly complicated thanks to another kind of technology. The aut...
fitting all the pieces together