PowerPoint Presentation

The 7 Wastes of Lean

Foot Steps

tells us why Brick and Mortar is struggling and it has nothing to do with Online sales. Really?

#2 Lack of Customer Service

#1 Messy Stores

It’s going to be critical for retailers to offer their customers more than just a shopping opportunity, but a positive experience . The consumer needs the retailer to engage with them.” Most global millennia's (70%) prefer brick-and-mortar retail stores, according to CBRE and in the U.S., over 77% of Gen Z, consumers born after the mid-1990s through the early 2000s, said brick-and-mortar stores are their preferred shopping channel, according to Accenture research. Brick and mortar stores need to do a better job at positive, genuine and helpful Customer Service each and every time. Customers want to know that staff is around to help and answer questions.

In a 2019 survey of 1,521 consumers, 70% said they recently have had a negative experience with a messy store, ranging from dirty bathrooms and broken toilets, to disorganized shelves and burned-out light bulbs. Over two-thirds said they have walked out of stores because they were messy or disorganized. Four out of five shoppers said they would rather have a clean store than ones with the newest tech, and two-thirds said retailers are forgetting the basics—like clean floors and well-stocked shelves.