The traditional method of buying groceries is you put stuff in your cart, someone scans it, someone bags it, and you pay and leave. How does Scan, Bag, and Go save you any time? The groceries still have to be scanned and bagged, except now the customer is suppose to do it. The task of scanning and bagging takes the same amount of time whether it's done by a checker and a bagger or by the customer. Sure once you're done you'll be able to pay faster, but where's the time savings when you have to spend 3 times as long doing your shopping?
You have to think about perception, just like OSAT. Why do customer like SCO? Why do people like doing stuff themselves? Its reality its all bout the perception that the customer can do it faster. This perception also allows the store to lower FE staffing, as customers are doing cashier/bagger task as they shop. With a tight labor market and FE turnover its one solution to offer customers a different experience. SBG also offers customers the ability to pay with the app, so customers eventually will not need to go through SCO for payment.
You have to think about perception, just like OSAT. Why do customer like SCO? Why do people like doing stuff themselves? Its reality its all bout the perception that the customer can do it faster. This perception also allows the store to lower FE staffing, as customers are doing cashier/bagger task as they shop. With a tight labor market and FE turnover its one solution to offer customers a different experience. SBG also offers customers the ability to pay with the app, so customers eventually will not need to go through SCO for payment.
And if the customers complain about the time it takes to do all of this, then what?
It caters to millenials, they don't like face to face interaction with the public, why do you think everything is digital and all the stores are closing and online shopping is so popular? Look at Amazon and eBay. People would rather get in and get out without the hassle of dealing with people.
It caters to millenials, they don't like face to face interaction with the public, why do you think everything is digital and all the stores are closing and online shopping is so popular? Look at Amazon and eBay. People would rather get in and get out without the hassle of dealing with people.
That's starting to become a problem. People today aren't learning how to interact with other people face to face. People don't even talk on the phone as much as they use too. They'd rather send a text message because it gives them a chance to think of a response. With verbal communication, you can't do that. When someone asks you something, you have to respond immediately. You can't leave the othe person hanging while you try to think of a good lie.
Kroger isn't going to close any locations because of SBG, they will close locations because they are not making $$$$. I have seen a few stores barely making $$$, but they can at least cover their normal expenses and overhead, so they are left open. Even with a store getting SBG in some fashion, cashiers and baggers are still staffing registers if customers desire normal checkout, Kroger isn't forcing any customers to use SBG (being forced to use SCO depending on hours is another story). If you want retain FE positions, get customers to stop using SBG/SCO, which isn't going to happen.
Originally, you still had to go to a checkout, then it was only through a SCO lane. Now, your able to pay on the SBG app or pay at a SCO (I'm not sure how an associate would know who paid on the app).
SBG means I don't have to wait in line since I can pay straight on the app, that alone makes it worth it for me a customer.
But it's going to take you twice as long to do your shopping because you have to stop and scan each item and then root around in all your bags for a place to put it.
No one is talking about the obvious reason for Scan, Bag, and Go. Instead of Kroger having to have multiple cashiers and multiple courtesy clerks to bag groceries, They just hire 1 person to run the station. It's all about less labor costs. It's not about customer satisfaction. They will say that the Front End hours will not be cut with this program but we all know that is BS.
My store will have this come August, I wonder how its going to work cause our store is considered a senior citizen store. Also most of the complaints that we get is people having to bag their own stuff at U-Scan.
My store will have this come August, I wonder how its going to work cause our store is considered a senior citizen store. Also most of the complaints that we get is people having to bag their own stuff at U-Scan.
Same exact boat here. We're starting our remodel this month. The elderly already complain about having to load things on their card.
How is Clicklist ever going to work in a really small store, say one like 705 Wayne Ave?
Its just a much smaller operation. Not to out my location but trust me, Id know. Less people, less carts, less orders... bigger impact on the store. Their carts will barely fit down the aisles. Customers will bitch about them constantly. Workers trying to get down aisles will bitch constantly.
I swear we lose money in our store running a clicklist, I hate it.
