Sunday, October 30, 2016

leadership dot #1612: scan and go

First it was the express lane, then came the self-serve checkout, followed by Apple Pay and other convenient ways to check out. Now the quest to speed up purchasing has gone another step further.

Sam's Club has introduced a new Scan & Go mobile app that allows customers to scan items on their phone as they shop and pay directly from the app. No waiting in lines at all. The clerk at the door will verify purchases on your e-receipt, but otherwise you are handling the whole transaction.

I wonder what impact this will have on purchasing. 

On one hand, it may make people buy less as they can see totals right when they put something in the cart. There has been more than one occasion when I was surprised by how things added up at the checkout, and that would be alleviated with instant accounting for items.

Or perhaps it will entice people to buy more as they come to Sam's because of the convenience; tossing items in the cart and scanning them without thought as if using a scan gun for a gift registry.

What I do know is that if it works, we'll be seeing apps for every store. 

How is your organization utilizing the power of the phone? With all your customers carrying around a computer, the expectations keep rising that you'll find ways for them to use it. 

-- beth triplett

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