Details matter...

My wife is a big fan of Shoppers Food Warehouse. Standing in the checkout line, I peered behind me at the empty register slot.

A how-to guide for efficient, speedy checkout.

To me, this says that the store is focused on the right thing...at the right time.

It's not about upsells at the last minute. When people are in the checkout line, they are anxious for one thing...to get out!!

Here's a store that says...'we know that and we're going to help.'

Well done.

Every part of the customer experience is critical. What do your customers expect at what point in the process?

Give it to them...and exceed the expectations when you do.