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Lessons Grocers Can Learn From Department Stores: Lesson Eight—Check-Outs

By Andrew McQuilkin


The last major touchpoint for the guest experience is at check-out, where a problem-free, positive cashier experience can reinforce the brand for a consumer.

Check-Out

Grocery: It’s taken more than 30 years for just one-third of grocery shoppers to adopt self-checkout kiosks. Now technology is being tested for automatic checkout that would eliminate the need for long, regimented lines of registers and cashiers.

Department stores: More than 30 years ago, stores seeking staffing efficiencies began phasing out multiple departmental registers in favor of centralized wrap stations, but that also reduced the perception of individual service and category expertise.

Advice: Maintain a variety of ways to check guests out without reducing the perception of service, as there is no one-size-fits-all solution for how individuals want to check out. Certainly, younger shoppers are more likely to adopt new technology, but it’s important to maintain traditional check-out methods for older guests.

This is Lesson Eight of “Lessons Grocers Can Learn From Department Stores.” Make sure to check out Lessons One, Two, Three, Four, Five, Six, and Seven if you haven’t already.

Andrew McQuilkin

For over 30 years, Andrew has served in key design leadership roles in the retail industry. In his role as Retail Leader, Andrew is responsible for leading the retail design and architecture team’s expertise in branding, store planning, interior design, merchandising, building architecture and rollout for retail clients. Andrew has extensive knowledge and background in the planning, design, and execution of specialty brands, gourmet grocery, and department stores with industry-recognized projects including six Store of the Year Awards.