Thu. Jan 20th, 2022


As a resident of New York City, I face Long line With a sigh of hard resignation. I do not question the irrationality of the experience. Instead, I foolishly consider it a sign of stamina, even if the Covid-19 is tested, late, meaning standing outside for an hour in 27-degree weather. Recently, while on a long Starbucks line, my patience ran out. It seemed to me that this wait was the result of my stubborn preference for buying coffee in the old fashioned way – which was actually an escape from this vicious cycle. I could only place a mobile order, and retrieve it from the store without waiting in line.

This kind of frictionless advantage is wildly attractive and seemingly ubiquitous now; It is especially pronounced in places of transaction, whether it is a Starbucks, a local grocery store or an airport. But there is a trade-off to reset our expectations, and it’s much bigger. Customers feel so entitled these days – and they’re angry. People are more likely to be angry, ruthless, and throw childish gestures at service workers, as detailed in a recent report. New York Times Feature Headline“A nation on hold wants to talk to a director.” It doesn’t help that we’re in a two-year epidemic that bursts the country’s abundance bubble (read: Supply chain problems And extensive Inflation)

Companies, especially those in the public-facing industry, are struggling with a shortage of available staff while struggling to meet old-fashioned service standards set at a very different time. Sarah Lyal of the Times writes, “Public inhumanity has forced many public-oriented industries to reconsider as an article of faith: the consumer is always right.” “If employees now have to take on many unexpected roles – therapists, police, conflict resolution negotiators – then workplace managers are acting as security guards and bouncers to protect their employees.”

Some consumer behavior pundits believe that Amazon is responsible for this high (and often unrealistic) expectation, from one-click purchases to one-day shipping. “We call this the Amazonisation of business,” said Thomas Holman, director of the Arizona State Center for Services Leadership. “Everyone is compared to Amazon in terms of waiting in line, customer interaction and knowledge base. This realization equals all kinds of business. “

It has not helped that Americans are increasingly admired by the growing number of apps and technologies that speed up how they shop. With mobile orders, instant delivery, automatic chatbots and even Self-checkout kiosk, Better and faster service to the people as well as immediate promise. These tools are designed to give the customer a greater sense of control over how they receive their products. At the expense of digital privacy, money, and the impact technology companies have on our lives – comes the pretense of living efficiently. Have you ever received a late-night notification that encouraged you to order a takeout?

Venture capital firms are emerging and bullish in crowded markets Very fast delivery startup, Which is still there To be profitable Without the help of investors. To replace the human-to-human interaction with man-to-machine transactions, buyers are coming out of the mundane problems associated with running a business or having coffee. This may seem like a distinct consumer choice, but it is informed by the post-epidemic retail and service landscape which may be hostile to the general consumer.

In October, technology writer Drew Austin commented on how he regularly visited convenience stores and pharmacies in New York City. Filled with unexpected difficulties. The shift has fewer and fewer employees, which means the checkout line is longer. Meanwhile, more merchandise has been locked for compensation Potential increase in theft From the installation of self-service kiosks, which buyers are encouraged to use to avoid long queues.

This makes for an unpleasant and unnecessary personal shopping experience in Walgreens, where one hopes to fly in and out without hindrance. “The underlying message for the average customer is that we should be at home and order online,” Austin wrote. “These places are not for us. We’re effectively intruding on the company’s warehouse. “Similar to Manhattan’s” post-covid retail waste, “he continued, populated by evacuated chain stores that are being converted into instant delivery centers.

For example, New Yorkers may need to be persuaded to try to deliver instant groceries once or Delivery restaurant only, Dubbed “ghost kitchen” by venture capitalists. The epidemic is not just for consumers who have an incentive to stay home and be disciplined, but businesses are reconsidering the need for traditional retail spaces. According to Starbucks New York Times, Has closed 44 of its 235 locations in Manhattan permanently since early 2020. However, it plans to expand its mobile pickup offers and add more locations for pick-up only.

Research from Edge by Digital Commerce Advisory Firm Essentials predicts that retailers can make as much as they can. One third of their space, Once used for personal shopping, to fill online orders in the coming years. This switch will probably cost the business More money, Compared to customers entering a store and sorting out the items of their choice. The way things are going, though, more and more people are choosing to send items to them and have them delivered within the same week, day or even the next 15 minutes.

This choice is not just for everyday necessities like groceries, baby formula or toilet paper. Direct-to-consumer startups, especially those in home products and food and beverage spaces, are trying to reach urban shoppers through on-demand delivery. “What we’re trying to achieve with fast trade is to give people the ability to get as close to instant gratification as possible,” said Olipop’s head of customer experience, a low-calorie alternative soda. Thingtesting says. “If consumers are looking for a late night drink, we want to make sure it’s olive pop.”

Despite the growing landscape of instant delivery apps, most still do not offer sustainable returns for investors. Is pumping them with billions of dollars. As much as couriers like Amazon and DoorDash, Uber, and Gopuff are pushing to turn urban centers into centers of perfection, ghost kitchens and Ghost brand, Shops – and all the nuisances of personal shopping – will still be close to some power Shoppers still prefer to visit shopping malls, no matter how technologically-compatible they may be.

Amazon can win customers with its blindly fast delivery quality, but its business model is not free from logistical complexity. One-day shipping is expensive and relies on a huge, low-wage labor force that small retailers cannot afford. “What’s the solution to all of these problems – high return rates, cost-effective last-mile freight, logistical nightmares, consumer frustration and the huge amount of consumer waste that sends to landfills – to some extent?” Shop. Going to the store ” Wrote Amanda of the Atlantic.

At the beginning of the epidemic, Americans avoided personal shopping out of necessity. Today, with most businesses reopening more or less, more and more customers are choosing to move away from stores due to the devaluation of customer service. This is a result of the many cost-cutting measures that retailers have implemented, from the introduction of new technologies to the reduction of staff. Delivery, meanwhile, seems to be an antidote to store chaos, when in fact it is not from the perspective of retailers.

Soon, retailers may jump so high to meet delivery quotas that customers no longer claim to be talking to a manager. Retail wants to offer hyper-optimized benefits to future customers. But all this Actually good for us? And is it financially possible?



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