The shopping street won’t simply revert to the way it was. We have to adapt. Our routines, procedures, the shop layout. But: can we still create a positive customer experience when we have to observe so many rules?
Zone restrictions and face masks don’t produce happy customers. I saw a national retailer with a sign at the entrance: ‘No families allowed’. I was alone, but that did make me frown. A spokesperson for the chain referred to ‘customer incidents’ in an article. Later at ‘the (web)shop with amusing slogans as a trademark’ I saw a very different sign at the door: ‘Distance Conga’. That’s a whole lot better for the ambience.
Rules are restrictive, but also necessary. Nevertheless we can create a pleasant experience when implementing the rules, by taking care of three things.