Enhancing the Experience You Deliver
There is a limit to the amount of self-service you can offer to customers: self-service can deliver speed and convenience but it does not provide product expertise nor the deeper contact, backed by opportunities to sell and persuade, that only comes from dialogue between human beings.
So here we have a real dilemma for retailers. In a competitive world you need to keep costs going down, and people represent the largest single cost of all. Yet it is essential to keep quality of customer service high and rising, and people are central to achieving this goal. So how to resolve the dilemma?