In an increasingly automated world, we consumers are being forced to channel-shift into more and more self-service shopping. But what's the impact on customer experience and reputation?

by Steve Finegan 

I was reminded again recently how important customer experience is to a company’s brand and the potential impact a single transaction can have on an organisation’s reputation.  This is particularly the case where brand communications aren’t joined up and both your customers’ and employees’ experience are not aligned.  

It all started at one of those high street self-checkouts.  You know the ones, “unexpected item in the bagging area” (we think you’re a thief) or “approval needed” (you’re how old?).