7 Supermarkets to Visit in 2012
When interviewed for my book So You Want To Be Customer-Centric, Georges-Edouard Dias of L'Oréal pointed out the opportunity to truly improve the customer experience in many traditional supermarkets. In his view: “Many stores today aren't really user-friendly. You need to drive there and park far away from the entrance. When you get inside, it's hard to find the information you're looking for. There are too many products to get a clear picture, and the staff aren't always much help either. Not to mention that even if you know exactly which product you want to buy, it may not be in stock.”