Customer Quote by Herb Sorensen
““The passive retailer views reach as visiting: It’s the shopper’s responsibility to visit a product if they want it. Passive retailers also want to keep shoppers in the store as long as possible, so if products are difficult to find, or inconveniently placed, they reckon they are doing their job well. This attitude, which is locked into so many retailers’ minds, is unhelpful. Supermarkets, for example, usually put the milk at the far corner of the store because they believe it will make people go there. Well, they very possibly won’t. Instead, they may stop at the convenience store or a competitor if it’s easier.””
About This Quote
Retailers often assume customers must seek out products, leading to inconvenient store layouts that can drive shoppers away.
In simple terms: Retailers think shoppers must find products, causing poor placement that loses customers.
Key Takeaway
Design stores for easy access to keep customers.
Themes
retail strategy
customer experience
store layout
Mood
frustrated
analytical
Type
business
observational
When to use this quote
- grocery shopping
- store redesign
- competitor analysis
- customer journey mapping
Key Concepts
behavioral economics
convenience
product placement
Questions to Reflect On
- How does product placement affect buying decisions?
- What changes could improve shopper satisfaction?
A Different Perspective
If stores are too convenient, customers may feel overwhelmed and disengage.
