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Are you rewarding the right behaviors?

CIMG0472Why are there express lanes for people who buy a small amount of stuff?

We should have express lanes for people who buy a ton of stuff.

How about this: If you fill your cart over the top, you get to use the SuperLane! The SuperLane will give you two cashiers, two baggers, and a fresh cup of coffee waiting to get you on your way.

The lesson: Find ways to reward the folks spending $200 instead of $20.

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  1. Remy Bergsma August 24, 2012 at 10:18 am #

    Folks spending $200 are just one customer, and they take time to get done. However, having 10 customers spend $20 each in a fast way means 10 happy customers. Think about that. Do you want many happy customers, or do you want a few happy customers?

  2. Michael August 27, 2012 at 11:32 am #

    Great article, loved the idea!

    On the other hand, I do think they still reward the right behavior (or at least the one they try to create): the express lane gives the customer the idea that you can go to the mall even for small purchases. On the overall, it may increase the shopping frequency ?

    The two systems (ExpressLane and SuperLane) can (and should) work together.

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