![]() Will Amazon need to open up hundreds of ‘Fresh’ stores to get the intelligence/knowledge they need to understand the principles of convenience shopping? Probably not. The one major gap in their knowledge bank is ‘food’, despite their purchase of Whole Foods (not exactly a main stream retailer) and Morrison’s (mainly focused on large supermarkets). So here are my thoughts on Amazon Fresh in the UK.Īmazon wants to know everything about you – what you buy, what you listen to, what you’re spending money on. We have had 7 years to understand and replicate this. ‘While conventional wisdom has held that customer service is Amazon’s secret sauce, Bezos’s core innovation was to place data at the centre of his corporate culture’ David Sellinger wrote in 2014. No, the biggest advantage Amazon has now – and is only going to grow with each customer transaction – is DATA. It gives back time to consumers.īut the biggest advantage Amazon has is not necessarily the technology. This brings ‘frictionless’ – usually used in reference to ecommerce – into physical retail. Convenience shopping is meant to be quick. Why wouldn’t technology make lives easier in this department, when technology makes so many other things easier?Īnd foodservice has had ‘pay and go’ technology for a while (admittedly it is an easier technical solution than Amazon’s….but the point here is, consumers are getting used to this TYPE of pay and go technology). ![]() Literally hundreds of customer research studies over many years have consistently shown that the biggest customer frustration when shopping (or in hospitality venues) is the paying part. feet store – they’re just deployed ‘front of house’ in customer service roles rather than on the tills.Īt a time when Nasa has put a probe on Mars, it does make you wonder why we still patiently (or impatiently) queue up to pay for things in stores. However, I believe the number of staff deployed in these stores is significantly higher than the average 2.2k sq. Some have commented on the fact that the ‘just walk out’ concept reduces the number of jobs. Those of us who have visited Amazon’s new Fresh store in Ealing (it has now also opened a second store near Wembley) have been impressed by the technology. Amazon Fresh ‘Just Walk Out’ Stores: The point most people seem to forget.
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