Customer in Training
11 May 2004 in Best Practices, Customer Relationship, Retail by GarrickWhile a number of supermarkets and discount stores offer “customer-in-training” shopping cart as their primary method of keeping children occupied while their parents shop, Wegmans – a Woodbridge, N.J. supermarket chain – goes one step further offering W Kids Childcare centers .
The videos, toys, and playground equipment found at these centers is part of a larger effort to improve the parent’s shopping experience. Other initiatives include: check-out aisles without candy and changing booths in both the men’s and women’s restrooms. Because of this, Child magazine declared Wegmans the most ‘Family-Friendly’ chain in America.
Improving the customer experience often has little to do with the primary service or product offering, but more with successfully managing our interpersonal relationships.
UPDATE: Marginal Revolution has an excellent article on the experience of shopping at Wegman’s.
Add a Comment
Related Entries
- Anticipate Customer Needs
- The Real Need to Disintermediate “Friendship”
- Sales Clerk Shops Competiton With Customer
- A Best-ter Buy
- How Not To Do Customer Research
