Why the Customer Experience Matters in Retail Banking, Pharmacies and Other ‘Captive Customer’ Situations

The opportunity here comes in your ability to transform the situation from a must-have to a want-to-have. For example, to continue with the pharmacy example: What if my nearest chain drugstore weren't an evil-smelling dump with couldn't-care-less employees everywhere from the front counter to the window dressers? If it had caring, motivated employees, a clean parking lot and intuitively stocked shelves, it could turn this necessary shopping evil into a shopping opportunity for the customer and therefore an increased share of basket opportunity for the merchant.