Ikea's Self-Checkouts Prove Self-Defeating

August 11, 2012  by in UnCategorized   

By Aggregated Content in Business Strategy on August 12, 2012 from http://www2.tbo.com/news/money-911/2012/aug/12/bznewso1-ikeas-self-checkouts-prove-self-defeating-ar-460793/

Stacy Leigh considers herself a regular Ikea shopper. She visits the Tampa store about once a month, and she bought her whole kitchen there. One thing she can do without: The checkout experience.

"It's horrible," she said, loading several shelf kits into her SUV at the Ikea loading dock. "I was in line 20 minutes at least."

Ikea is trying to improve and recently tore out what Leigh considers the worst culprit of delay and frustration: Self-checkout lanes. No longer must shoppers scan every item by hand, even large furniture boxes, and bag items themselves.

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