Now, this news: JCPenney will reportedly get rid of its checkout registers and cashiers by 2014, according to Time, because the company believes it can shave 10% from its operational cost by replacing cashiers with “technology.” (Source)
JCPenney CEO Ron Johnson is saying the retail giant can use the half-a-billion dollars it currently spends on transaction costs to improve “customer service.” But doesn’t this imply that cashiers are not “customer service?”
For example, cashiers can be the first step in encouraging repeat shopping visits by informing shoppers about customer loyalty programs, by seeding news of an approaching sale, or by highlighting the arrival of some new product in the near future.
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