Anita Campbell: “The smart small retailers know they can’t beat Wal-Mart at Wal-Mart’s game. So they change the game. Increasingly small retailers are becoming niche-focused. They strive to create a memorable, pleasurable experience for the customer. They offer levels of personalized service that the Wal-Marts simply can’t match.”
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Chuck Huckaby on August 21st, 2004 at 8:37 am
Recently a friend told me he’d met a former Wal Mart exec. The exec told him that Wal Mart had the technology to do away with the check out and customer service staff entirely.
Basically a smart card or other chip could be programmed into their system.
People could shop and scan and not ever see a human except people stocking the shelves.
My thoughts were…
1) This is almost my experience now because of the lack of service except for the person at the check out.
2) This is another way Wal Marts will deplete local economies and
3) This will increase the tendency for smaller storest to compete on service not price.