When Tesco launched its ‘one in front’ policy years ago to ensure a new checkout line was opened whenever more than one customer was in front of the line at any of its checkouts it was early recognition from the retail industry that customers simply hate queuing.
The current major trend towards cashier-free stores is simply the next step on from ‘one in front’ and the like because the ultimate objective of such initiatives is to remove as much friction as possible from the customers’ shopping experience, which invariably involves stripping out the hassle around the checkout element – comprising the scanning of and paying for goods.
It is Amazon that lit the touch-paper in this area when it unleashed its Go stores in the US. Although only a handful of these sensor and camera-packed outlets exist and are being rolled out only very slowly they have clearly had a disproportionate effect on the industry as myriad other retailers around the globe are currently developing their own versions of the cashier-free store.
Read the full article from the Retail Insider here.