Do you prefer a human or automated check out when given the option at a local store?
Yesterday, while buying a few items at a local CVS I found myself in a line of customers waiting to checkout and only one cashier. There were two automated checkout stations nearby and nobody was approaching them, including myself.
When another store associate approached, the entire line perked up as we assumed another cashier would be available soon. Instead to our great surprise, we were encouraged to use the automated checkout stations. They even explained what forms of payment were accepted and stood nearby ready to assist us.
I apprehensively approached. I prefer a human, especially when a rewards card and coupons are involved.
When the transaction was completed and I was wished a nice day by the store associate, I chuckled.
Is this what service will look like in 2022 and beyond?
An available employee proactively encouraging automation…