12th Dec 2016
Internet retail giant Amazon has launched a new physical grocery store that allows customers to simply walk in, pick up their purchases and leave, with no need to use a checkout.
Amazon Go customers will scan their phone on entry to the store, take the items they want before simply walking out again, upon which the items will be charged to their account automatically. Once they have been charged, they will also be sent a receipt.
In a press release, Amazon said: “Our Just Walk Out technology automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart.
“We created the world’s most advanced shopping technology so you never have to wait in line. With our Just Walk Out Shopping experience, simply use the Amazon Go app to enter the store, take the products you want, and go! No lines, no checkout.”
The store, located in Seattle, is currently open to Amazon employees only as the company tests out the technology. However, it will launch to the public in 2017.
The technology will come as no surprise to readers of The Institute of Customer Service’s recent Customer of the Future report, which found that customers will increasingly expect integrated services and simple, straightforward experiences.
The report recommended that businesses be more open to innovation and changing customer needs.
The Institute’s Chief Executive Jo Causon explained: “In this complex, evolving environment, organisations will need to be more imaginative in how they collect, analyse and use data about customers, including their values, emotional and personality preferences.
“There will be opportunities to provide integrated, highly personalised services that transcend traditional sectors, but this will require unprecedented collaboration and innovative new partnerships.
“None of us can claim accurately to predict the future but we can explore key factors of change and their implications for both customers and organisations.”