The Measurement Minute by Gary Angel

 

A lot of the worst aspects of the curbside pickup experience are driven by bad customer communications. But even with perfect communications, a thirty minute wait is still…a thirty minute wait. When operational processes don’t perform, customer experience is going to suffer – the only question is how much. But while improving customer communication is fairly easy, improving the underlying operational processes isn’t. And the problem starts with a fundamental fact: most people-based operational processes are completely unmeasured. Stores simply have no idea what Associates are doing.