Jack Welch the Legacy

In a June 30, 2011 blog post I asked the question: Was Jack Welch really an exceptional CEO?  If you read the post, you will see my answer was no. While it was not a popular position, I stood by it then and now. However, now other “experts” have agreed with me.

In an Axios article: “With GE’s split, the last chapter of the Jack Welch era is over.” The article simply states what I noted almost 13 years ago. (Yes, I am bragging.) The Axios article also notes that the value of GE did not continue to grow at the rate it should have. However, despite, what seemed obvious to me, Mr. Welch was a much sought after speaker and consultant to help people understand and learn his secrets. Glad I didn’t bother.

And I do not consider myself an exceptional prognosticator, I simply mentioned in that blog post that his direct reports failed 100% of the time when promoted to CEOs, both at GE and elsewhere. As I noted back then, a key responsibity of the CEO (or any business leader) is to make sure there is a highly competent successor. He provably failed at that.

Mitch

9th Commandment: You Shall Discover the Root Cause of the Bottleneck

It’s not management’s job to manage a problem.  They are to find the root cause of the problem and design that root cause out of the process. Let’s explore some real-world examples that demonstrate the Theory of Constraints (TOC) in customer generation and market penetration:

1. Airbnb:

Airbnb faced challenges in penetrating new markets due to fierce competition and regulatory hurdles. By applying TOC principles, Airbnb focused on identifying the key constraints limiting its growth in each market. For example, in some cities, regulatory restrictions on short-term rentals posed significant barriers, while in others, low awareness among potential hosts and guests hindered adoption. Airbnb tackled these constraints by engaging with local communities, lobbying for regulatory changes, and investing in targeted marketing campaigns. By addressing these bottlenecks, Airbnb successfully expanded its market presence and increased customer acquisition globally.

2. Uber:

Uber encountered obstacles in penetrating new markets, particularly in regions where traditional taxi services held strong monopolies or where cultural norms favored alternative transportation options. Using TOC principles, Uber identified the key constraints inhibiting its market penetration, such as regulatory barriers, safety concerns, and pricing sensitivity. To overcome these challenges, Uber implemented strategies such as partnering with local authorities to navigate regulatory frameworks, enhancing safety measures, and offering competitive pricing incentives. By systematically addressing these constraints, Uber expanded its customer base and achieved significant market penetration in various cities worldwide.

3. Netflix:

When Netflix expanded its streaming service to international markets, it faced challenges in generating customer demand and overcoming cultural differences. Applying TOC principles, Netflix focused on identifying the primary constraints limiting its market penetration, such as language barriers, content localization challenges, and competition from local providers. Netflix addressed these constraints by investing in multilingual content production, adapting its user interface to local preferences, and leveraging data analytics to personalize recommendations for diverse audiences. By systematically addressing these bottlenecks, Netflix successfully penetrated new markets and attracted millions of subscribers worldwide.

4. Amazon:

Amazon encountered constraints in penetrating new customer segments and niche markets due to its broad product offerings and diverse customer base. Using TOC principles, Amazon identified the key constraints hindering its market penetration, such as limited product visibility, complex pricing structures, and logistical challenges. Amazon addressed these constraints by implementing targeted marketing campaigns, simplifying product discovery through personalized recommendations and search algorithms, and optimizing its supply chain for faster delivery. By systematically addressing these bottlenecks, Amazon expanded its customer base and diversified its market penetration across various demographics and product categories.

These examples illustrate how organizations such as Airbnb, Uber, Netflix, and Amazon have applied TOC principles to overcome constraints and achieve successful customer generation and market penetration strategies.

By systematically identifying and addressing bottlenecks, these companies have expanded their market presence, attracted new customers, and sustained long-term growth. The key is to understand what the true bottleneck is and then resolve it.

If you have been challenged with identifying the top constraint to increasing revenue, we have a tool that can help you: https://customermanufacturing.com/constraint/

Neil

How Does One Define Marketing?

We postulated about this almost 15 years ago in a post What is Marketing. Well, after another 15 years, it is still the most undefined word in business. We found another definition on marketing-dictionary.org “Marketing is the activity, set of institutions and processes for creating, communicating, delivering and exchanging offerings that have value for customers, clients, partners and society at large.”

Not all that different than the one the AMA used 15 years ago. Not bad, just long. We still like ours better: “Marketing’s responsibility is to align the capabilities of the firm with the ongoing needs of its customers.”

We appreciate your thoughts and ideas on this topic if you so choose.

Mitch

8th Commandment: Eliminate Functional/Information Silos

For all of our Commandments, we are assuming that you want to grow revenue faster than you are currently. If you are not growing as fast as you want, continuing doing what you are doing won’t get you where you need to be.

Reducing information silos between marketing, sales, and product development is crucial for fostering collaboration, improving efficiency, and delivering a unified customer experience. Here are strategies to drive collaboration and real world examples illustrating successful approaches:

1. Integrated Systems:
   • Strategy: Implement integrated Customer Relationship Management (CRM) and Project Management systems to ensure seamless data flow between teams.
   • Outcome: Teams share real-time information, leading to more coordinated efforts and a unified view of customer interactions.
2. Cross-Functional Teams:
   • Strategy: Form cross-functional teams that include members from marketing, sales, and product development.
   • Outcome: Improved communication, shared insights, and a holistic approach to problem-solving, resulting in products that better meet customer needs.
3. Shared Metrics and KPIs:
   • Strategy: Define and track common Key Performance Indicators (KPIs) that align with overall business goals.
   • Outcome: Teams work towards shared objectives, fostering a sense of unity and collective responsibility.
4. Regular Collaboration Meetings:
   • Strategy: Schedule regular meetings between marketing, sales, and product development teams to share updates and insights.
   • Outcome: Increased awareness of each team’s activities, challenges, and goals, leading to improved coordination and problem resolution.
5. Transparent Communication Channels: “Email is where information goes to die”
   • Strategy: Establish transparent communication channels such as shared project management tools and communication platforms.
   • Outcome: Enhanced visibility into ongoing projects, smoother hand-offs between teams, and quicker response times to customer feedback.

Real World Examples:

1. Amazon:
   • Approach: Amazon’s collaborative culture involves weekly meetings where teams from different departments, including marketing, sales, and product development, discuss ongoing projects and challenges.
   • Outcome: The seamless flow of information has contributed to Amazon’s ability to innovate quickly and respond effectively to customer needs.
2. Tesla:
   • Approach: Tesla’s cross-functional teams include members from marketing, sales, and engineering, working closely together on product development and marketing strategies.
   • Outcome: This approach has enabled Tesla to integrate customer feedback rapidly into product improvements and align marketing efforts with the technical aspects of their products.
3. Procter & Gamble (P&G):
   • Approach: P&G breaks down silos by encouraging collaboration through shared digital platforms and cross-functional teams.
   • Outcome: Improved coordination has led to more successful product launches, with marketing, sales, and product development working in tandem to deliver value to customers.
4. Microsoft:
   • Approach: Microsoft utilizes a unified platform that integrates sales, marketing, and product development data, fostering collaboration and knowledge sharing.
   • Outcome: This integration has contributed to Microsoft’s ability to launch cohesive product ecosystems that resonate with customers.
5. Airbnb:
6. Approach: Airbnb has a collaborative approach where marketing, sales, and customer service teams work closely together to understand customer needs and preferences.
7. Outcome: This collaboration enables Airbnb to create targeted marketing campaigns, provide personalized customer service, and enhance the overall customer journey.
8. HubSpot:
9. Approach: HubSpot, a marketing and sales software provider, emphasizes the importance of aligning sales and marketing efforts through integrated tools and shared goals.
10. Outcome: HubSpot’s approach leads to a unified customer experience, with marketing generating leads that seamlessly transition to the sales team, resulting in improved customer satisfaction.
11. Apple:
12. Approach: Apple’s marketing, sales, and customer service teams work in tandem to create a seamless and consistent brand experience.
13. Outcome: Apple’s focus on a unified customer experience, from product marketing to in-store customer service, contributes to customer loyalty and satisfaction.

By implementing these strategies and learning from successful examples, organizations can break down information silos and create a more collaborative and customer-centric approach across marketing, sales, and product development teams.

A Caveat:

Silos can also be created by a need for “power.” While collaboration can exist, a culture that rewards cooperation and collaboration goes even further to reduce the “silo for power disease.” It is possible for a team to appear to collaborate while only paying lip-service to the idea of breaking down silos. Oftentimes compensation or other rewards are tied to silo performance rather than company performance.

If your organization is process focused, all the “gears” have to be working but any “work cell” that is focused on its performance as opposed to the process’ performance will standout as a bottleneck to overall thru-put.

Neil

If You get the Product Right, Everything Else is Easy … or at Least Easier

This post is about King’s Hawaiian and how they get the product right and make a lot of money becayse of it. 85% of their revenue comes from their buns. Forbes estimates that they have operating margins that are about 10% higher than the food industry in general. Another very large baker in the US, Bimbo, has similar margins, but they use cheaper ingredients to keep costs down. That is not in the King’s Hawaiian DNA.

So, how do they do get those higher margins? Massive advertising? Amazing social media campaigns? An army of influencers? Nope. As their President says, “We’re a product company, not a marketing company.” Now we would modify that to say they are not a marketing communications company. They invest in getting the product right.

It is and always has been the product. And as they grow and acquire other brands, they are using the same approach. Make the product valuably different and reap the rewards. Arby’s has sold King’s Hawaiian branded sandwiches for several years.

Their 12 pack of buns is the #2 grocery product sold during Thanksgiving and Christmas. Coca Cola 12- pack of cans is #1. And during Easter they are #3 behind Land-o-Lakes butter and Coke. However, they are diversifying their offerings to be more than seasonal. Sales for those 3 holidays used to be 60% of annual revenue, now it’s only 40%, despite their fantastic growth. In fact, their original national sales strategy was to leave a loaf of bread with the buyer’s secretary. The product sold itself. The other big product change was going to 12 packs of rolls rather than a loaf in 1983. They actually didn’t have a consequential advertising budget until 2011

Another quote from their President: “If you’re making a mediocre product, … you just need to depend on marketing [communications] to sell it…”

They also do not do private label, with which I agree. Brands should not sell private label. A large chain threatened to discontinue the sale of King’s Hawaiian if they couldn’t buy a private label version. King’s said no and the retailer backed down.

If you leverage the front end of Marketing (getting the products/services right) you won’t have to spend as much on the back-end (marketing communications) to try and save you.

Mitch

2024 Super Bowl Ad Review

It’s been a few years since I did this, mostly because the ads sucked, in my opinion. This year’s ads were expensive and most were not memorable or even on message. As a reminder, my perspective is that these ads should be a “big deal.” At $7M for 30 seconds, the production value needs to be “super.” I also believe the ad needs to have a message that resonates with the target customers. It can be to affirm loyalty with current customers, to attract new customers, or both. And, of course, we have no idea whether the ad was actually effective because we don’t have the metrics that matter. Our question is often: Does the advertiser?

I am going to focus on 6 ads I felt were super-ish. My problem with many of the other ads is they relied too much on celebrity and not enough on uniqueness or message. In no particular order, I liked the Resse’s ad as it was on message and dramatically funny. And if you are a Reese’s fan, it resonated.

Next was the Popeye’s ad which awakened a guy frozen since 1972. They get the Popeye’s message out early and it’s funny, and then they play on the massive changes for the last 50 years. Quite effective and without the need for a big name celebrity.

The E-Trade Pickleball ad was also funny and effective and likely resonated with their target audience as well. Simple and sassy.

I liked the Etsy gift ad. Strong message for Etsy’s gift service and funny as well. It also demonstrated that gifts need to resonate with the recipient.

Lastly, I liked two ads for their emotional approach. The first was the Kia EV ad which had a strong emotional hook as well as a message that showed the product’s value. Then, of course, the Clydesdales are back ad did what those Budweiser ads are supposed to do.

Others have their top ads as I am sure you do too. Let me know your thoughts.

Mitch

A Shocking Change is Predicted for Chief Marketing Officers

To be upfront, this post is special to us because we have been espousing this for over 20 years, and are pleased that the “…marketing industry’s most trusted and connected advisor…” MediaLink has finally announced that the Chief Marketing Officer’s (CMO’s) role has expanded to include being “…responsible for developing new product lines….”

Seriously? Given that more leverage can be gained from getting new products right than from promoting products, we have been baffled for years that this is not obvious. We have stated that the Chief Marketing Officer in most companies is really just the Chief Marketing Communications Officer. And if you look at who and what they and their teams are responsible for, it is “communications,” which today clearly means multi-channel/omni-channel communication, and is no easy feat. But this is about communicating about products that are already committed. If the product sucks, there is little a communication campaign can really do to save it.

We have stated for 20+ years that the role of Marketing involves a lot more than communication. In the Ad Week article (January 25, 2024 by Rebecca Stewart) where we read about this “change,” she notes that “Oftentimes, the marketing organization is the one closest to the customer.” We would argue that this must be all the time or the company runs the risk of misdirection. Marketing’s job is to align the capabilities of the company with the current and future needs of the marketplace. It is the foundation of competitive advantage. If the CMO is not driving this, what are they doing?

We congratulate Ad Week and MediaLink for coming to what we thought was obvious, but given that few people over the past 20 years have hopped on this bandwagon, maybe it was less apparent than we thought. Or maybe those few companies that operated that way had a competitive advantage that was no so clear to others.

Mitch

7th Commandment: You Can Only Grow as Fast as the Market Chooses You

For all of our Commandments, we are assuming that you want to grow revenue faster than you are currently. If you are not growing as fast as you want, continuing doing what you are doing won’t get you where you need to be.

The statement “you grow only as fast as the market chooses you” emphasizes the idea that a business’s growth is intricately tied to the acceptance and demand for its products or services within the market. Here are some key points to consider in relation to this concept:

Market Demand

The growth of a business is closely aligned with the level of demand for its offerings in the market. If there is a strong demand for the product or service, the business is likely to experience faster growth. Conversely, if there is limited demand, growth may be slower.

Customer Adoption

The rate at which customers adopt a company’s products or services influences its growth. Factors such as the perceived value, innovation, and relevance of offerings contribute to customer adoption. A business that effectively meets customer needs and preferences is more likely to experience rapid growth.

Market Trends and Dynamics

Staying attuned to market trends and dynamics is crucial. A business that aligns its strategies with emerging trends and changes in consumer behavior is better positioned for growth. Adapting to market shifts allows a company to capture new opportunities and respond to evolving customer demands.

Competitive Landscape

The competitive environment plays a role in how fast a business can grow. Companies that differentiate themselves effectively, offer unique value propositions, and outperform competitors are more likely to be chosen by the market, leading to accelerated growth.

Innovation and Adaptability

Businesses that innovate and adapt to changing market conditions are better equipped to grow. Whether it’s introducing new products, improving existing ones, or adopting new technologies; innovation can enhance a company’s appeal and drive market acceptance.

Effective Marketing Communication and Branding

The effectiveness of a business’s marketing communications and branding efforts influences how it is perceived in the market. Strong branding and targeted marketing communications strategies can create awareness, attract customers, and contribute to the pace of growth.

Customer Loyalty

Loyal customers are more likely to choose a business repeatedly and recommend it to others. Focusing on customer loyalty and retention contributes to a positive reputation, which, in turn, can foster organic growth through word-of-mouth and repeat business.

In essence, the market choosing you underscores the dynamic relationship between a business and its market. A company’s growth is not solely determined by its internal efforts but is significantly influenced by external factors, including market demand, customer preferences, and the competitive landscape. Successful businesses are those that effectively navigate these external dynamics and position themselves for growth based on the choices of the market. Let’s explore these concepts with some real world examples:

Tesla: Tesla’s growth is a notable example of aligning with market trends. As the market increasingly values sustainable and electric transportation, Tesla’s focus on electric vehicles positioned it for rapid growth. The company’s innovation in battery technology and its commitment to environmental sustainability resonated with consumers, contributing to strong demand for its products.

Zoom: Zoom experienced explosive growth during the COVID-19 pandemic as remote work and virtual meetings became essential. The market’s rapid adoption of video conferencing tools was a key factor in Zoom’s phenomenal success. The company quickly became the go-to platform for remote communication, capitalizing on the market’s immediate need for reliable virtual collaboration solutions.

Beyond Meat: Beyond Meat’s growth is tied to the increasing demand for plant-based alternatives in the food industry. As consumers became more conscious of health, environmental, and ethical considerations, Beyond Meat’s plant-based products gained popularity. The market’s choice to embrace plant-based diets contributed to the company’s significant growth.

Amazon: Amazon’s growth is a testament to its adaptability and continuous innovation. The company started as an online bookstore but expanded into various product categories, becoming a global e-commerce giant. Additionally, Amazon Web Services (AWS) capitalized on the growing demand for cloud computing services. Amazon’s growth is closely tied to its ability to anticipate and meet evolving market needs.

Peloton: Peloton’s success is linked to the growing interest in connected fitness solutions. The market’s choice to prioritize home-based workouts, especially during the pandemic, played a significant role in Peloton’s rapid growth. The company’s combination of technology, live streaming classes, and interactive fitness equipment aligned with changing consumer preferences.

Apple: Apple’s growth is a result of its ability to create products that resonate with consumer desires and preferences. The market’s adoption of Apple products, such as iPhones, iPads, and MacBooks, has been driven by factors like design, innovation, and the ecosystem of services. Apple’s strategic approach to understanding and shaping consumer trends has contributed to its sustained growth.

Netflix: Netflix’s growth is closely tied to the market shift toward streaming entertainment. As consumers increasingly prefer on-demand and personalized content, Netflix positioned itself as a leader in the streaming industry. The market’s choice to embrace streaming services over traditional cable TV contributed to Netflix’s global expansion.

These examples highlight how businesses that align with market trends, respond to changing consumer preferences, and innovate in line with market demands can experience rapid growth. The pace of a company’s growth is often influenced by the market’s choices and its ability to meet evolving needs effectively.

The statement “customers buy when they buy and not a minute before” emphasizes the importance of understanding and respecting the customer’s decision-making process and timeline. It implies that businesses should set realistic expectations and not pressure customers into making a purchase before they are ready. Here are some key considerations related to this concept:

Respecting the Customer’s Journey

Customers go through various stages in the buying process, from awareness and consideration to decision-making. Each individual progresses through these stages at their own pace. Acknowledging and respecting this journey is essential for building trust and fostering positive customer relationships.

Providing Information and Support

Businesses should focus on providing relevant information and support throughout the customer’s journey. This includes addressing queries, offering guidance, and ensuring that customers have the necessary information to make informed decisions on their own timeline.

Avoiding High Pressure Tactics

High-pressure sales tactics can be counterproductive and may lead to customer dissatisfaction. It’s crucial for businesses to avoid creating a sense of urgency that is artificial or manipulative. Instead, the focus should be on creating value and meeting the customer’s needs. And letting the customer buy when the time is right for them.

Setting Realistic Expectations

Managing customer expectations is key. This involves clearly communicating product or service features, delivery timelines, and any other relevant information. Setting realistic expectations helps prevent disappointment and contributes to a positive customer experience. Under-promise and over-deliver is a useful slogan.

Build Long-Term Relationships

Businesses that prioritize building long-term relationships over immediate sales are likely to succeed in the long run. Understanding that not every interaction will result in an immediate purchase allows businesses to focus on creating value, trust, and loyalty over time. It’s about creating a customer, not completing a transaction.

Adapting to Customer Preferences

Every customer is unique, and their preferences for communication and decision-making may vary. Businesses should be adaptable and responsive to these individual preferences, whether it’s through online resources, personalized consultations, or other means of interaction.

Continuous Engagement

Maintaining engagement with potential customers through various channels can be valuable. Regular communication, updates, and educational content can keep the brand on the customer’s radar and help build a connection over time.

In summary, the Commandment underscores the importance of a customer-centric approach, where businesses prioritize understanding and respecting the customer’s journey, preferences, and decision-making timeline. This approach contributes to building trust, fostering positive relationships, and ultimately, gaining customers when they are ready to make a purchase.

Neil

How to Achieve Sustainable Growth via New Markets and Better Brand Visibility

Business growth is a cornerstone of entrepreneurial success, an ambition visionaries and pragmatists share. In navigating the dynamic terrain of commerce, it’s crucial to employ strategies that drive your venture forward and ensure its longevity and relevance. This article, by Angel Sanchez of bizgrowthacademy.org, explores the mechanisms of business expansion and offers actionable insights for elevating your enterprise.

Exploring Untapped Market Potential

Venturing into new markets presents an exhilarating opportunity for businesses looking to expand their horizons. It involves a deep understanding of unmet needs and tailoring your offerings to resonate with these new audiences.

This process, grounded in meticulous market research, opens doors to novel opportunities and allows your business to flourish in diverse arenas. Aligning your products or services with the expectations and preferences of these newfound markets sets the stage for a successful and inclusive growth trajectory.

Amplifying Your Brand with Effective Marketing

Effective marketing is a pivotal tool in the dynamic landscape of business growth. Leveraging online resources to create engaging promotional materials can play a crucial role in enhancing your brand’s visibility. This may help in crafting eye-catching posters using accessible online templates, allowing for the incorporation of your unique brand elements like images, logos, fonts, and text.

Such a strategic approach amplifies your message and bolsters your brand identity, a key factor in driving business growth. It cultivates recognition and engagement, both in your local community and in broader markets, to lay a solid foundation for your business to expand and flourish.

Charting a Course with Clear Goals

A well-defined roadmap is the backbone of any successful business strategy. Outlining clear, achievable goals provides a sense of direction and purpose, ensuring every effort contributes to your overarching objectives. This roadmap serves as a guiding light by offering flexibility and focus, and by enabling your business to navigate the inevitable twists and turns of the market with confidence and clarity.

Enhancing Visibility Through a Robust Online Presence

An impactful online presence is non-negotiable for businesses seeking growth in today’s digital age. Investing in a user-friendly website, engaging actively on social media, and employing search engine optimization (SEO) tactics are essential steps to enhance your digital footprint. These efforts improve your visibility and establish your brand’s credibility so it’s easier for potential customers to find and connect with your business.

Streamlining with Automation and Artificial Intelligence

Embracing technological advancements such as automation and AI can revolutionize how businesses operate. By incorporating these tools, you can significantly improve efficiency and reduce operational costs (check this out).

Automation streamlines repetitive tasks, freeing up valuable time and resources, while AI offers insights and solutions that drive innovation and decision-making. This strategic adoption positions your business at the forefront of efficiency and competitiveness.

Elevating the Customer Experience

The cornerstone of any thriving business is its commitment to exceptional customer service. By prioritizing the needs and satisfaction of your clientele, you cultivate loyalty and encourage word-of-mouth promotion. This focus on customer service fosters a positive brand image and paves the way for organic growth, as satisfied customers are likely to return and recommend your business to others.

Building Success Through Strategic Partnerships

Collaborating with compatible businesses within your industry can unlock new avenues for growth. Such partnerships allow for the pooling of resources, sharing of expertise, and access to broader markets. By aligning with businesses that complement your own, you can explore synergies and opportunities that might otherwise be inaccessible, which can pave the way for mutual success and innovation.

The Bottom Line

Business growth is a multifaceted endeavor that requires a blend of strategy, innovation, and dedication. You can lay the groundwork for a prosperous and sustainable future venturing into new markets by harnessing the power of effective marketing, setting clear goals, boosting online presence, adopting modern technologies, prioritizing customer service, and forging strategic partnerships. Embracing these principles can propel your business forward and contribute to a dynamic and ever-evolving commercial landscape.

The Self-Checkout Kerfuffle

There is a big controversy brewing about self-checkout at retail stores like Costco, Wal-Mart, Safeway, etc. Memes appear making it clear that people are upset at having to do a “job” which they don’t get paid for. But what is really going on?

Do people really dislike self-checkout or is it something else? We eat in full-service restaurants but will often call them for take-out or pay extra to have DoorDash or UberEats deliver it to us, where we serve ourselves. We eat at restaurants that don’t offer full service or some that offer only counter or drive thru service. We don’t complain about it, in fact we often choose the lesser service or self-service option.

So why the backlash over self-checkout? I would argue that it’s about what the retailers are migrating to in order to save costs. Self-checkout was an option.  You could use full-service check-out or self-checkout, your choice. However, as retailers have focused on cutting costs (or getting people employed to work as checkers), they have added more self-checkout and reduced full-service to the point where in some cases, full-service is gone and customers are reacting negatively.

Well duh, it was a service we expected, and you removed it and now you’re surprised we’re upset? If you went to your favorite full-service restaurant and found it was now a self-serve only restaurant, with the same prices, how would you feel?

I personally like the self-checkout option when I am buying only a couple of things. I would never have gone to Costco for one or two items until they added self-checkout. Now I will go there just to buy their ginormous pumpkin pie because I can use self-checkout and not be stuck in a 15-minute line. But if they went to only self-checkout, I would likely be done with them.

Wal-Mart apparently went to totally self-checkout. I don’t know because I only buy a few items there and use self-checkout. Again, if I did my shopping at Wal-Mart I would not if they only have self-checkout.

Bottom line, big surprise, focus on what the customer wants and give it to them, or lose the customer when they find it elsewhere. It is clear to me that both self-checkout and full service are the right way to go, and the mix is not decided by “operations” but by what the customers want.

Mitch