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At Issue } essential reading

The Elements of a Great Shopping Experience

Knowledge@Wharton
Friday, July 17, 2009

Paula Courtney found "wow" when she took her daughter to the employee washroom at her local grocery store. A sign by the door instructed workers to remain physically by the side of any customer experiencing a problem until that problem was resolved. Later, when Courtney was in the checkout line, the cashier noticed Courtney's blueberries were squishy. The cashier insisted on walking back to the produce section to find a fresh box. For Courtney, chief executive of The Verde Group, a Toronto retail research and consulting firm, that was a "wow" shopping experience.

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