Customer Quote by Herb Sorensen
““A striking feature of good retailing has been almost a single-minded focus on matching the right selection of merchandise to the customer base, with little or no regard to the time it costs shoppers to acquire the merchandise. Good retailers, with their suppliers’ complicity, regularly squander (waste) 80 percent of the shopper’s time. Great retailers will make productive use of that “lost” time.””
About This Quote
Source Article: Retail Efficiency and Customer Time, 2018
Retailers often waste shoppers' time by focusing only on product matching, ignoring time costs.
In simple terms: Retail wastes shoppers' time.
Key Takeaway
Design shopping experiences that respect customers' time.
Themes
retail
efficiency
customer experience
Mood
practical
strategic
Type
advisory
problem‑solving
When to use this quote
- store layout
- checkout process
- online shopping
- personalized recommendations
Key Concepts
time management
consumer behavior
logistics
Questions to Reflect On
- What steps can retailers take to reduce shopper time waste?
- How can technology help streamline shopping?
A Different Perspective
Balancing selection and speed can be challenging for retailers.
