“I’ve done mine!” “What?” “My Christmas shopping!”
I’m guessing everybody knows a friend who will say this around about now. When I hear it, I start to feel the dread of Xmas shopping and getting caught up in the crowds and queues. Like many consumers my age I feel I have everything I need – apart from time – and over the next few weeks I’ll be giving it away. ‘Shop online’, I hear you say. I mostly do, and always plan to go shopping at quieter times. But every year I still find myself trapped in a store, a supermarket or shopping centre – wasting time. I’m not alone!
If I’m thinking about Christmas queuing and how to avoid it, then I hope store managers are too. They know today’s shoppers are less tolerant and more precious about their time. Most of us are used to the convenience of Amazon and would pay a premium for better service. Waiting just feels like we are getting second-class. They must know that given a bad queuing experience we might abandon our purchase or on sight of a queue not even enter their store. Given the choice of an alternative, most of us would take it and then tell all our friends on social media how bad it was. [Read more…]