re: Should Sears CTO Be Building A Tech Startup?
I received this comment via email from a reader, who agreed to let me post it anonymously:
"I am a programmer involved with data management, but nothing so big. The use of the data to make my in-store experience better caught my eye. Want to break your customerG«÷s trust? You donG«÷t need to change prices three times a day (Yikes! Is morning or afternoon cheaper?), since three times a week will do. I think that retailers may have forgotten that the customer is a person that does not always make logical decisions, but will hold grudges.
As an example of this, I use my typical Hope Depot experience. Has this happened to you?
When I go to Home Depot, the probability that I will get everything I am looking for is about 50-50. Empty shelves, products no longer available due to lack of choice, quality products exchanged for the lower quality one (possibly due to price G«Ű you canG«÷t get the better Toro mowers there), dirty shelves, dirty products on the dirty shelves, damaged products on the dirty shelves. I found the grade-8 bolts, but went somewhere else for the washers since they only had two.
Home Depot is only three miles from my house, so I put up with this, but I also go other places for the things I need. DonG«÷t bother with LoweG«÷s, their stuff is terrible, especially their lumber.
So my question is: How will analysis of data, down to the transaction level, make my experience better? I think that the CEOs of these companies need to go shopping.
How has your in-store experience been lately?
Take care, and watch out for those changing prices."