Comments on: Top of the Heap? Supermarkets and Ample Leg Room

By: John

John — Thu, 12 May 2005 00:00:00 +0000

This is a great story. We have all seen people like the borgs. In the past, we had "bookworms" who always had their nose buried in a book, and some people have wanted to continuously communicate ala Sandra Bullock in the movie The Net.

But they aren't the norm nor do I think they will ever be. As the Beatles song says, "People are the same wherever you go". At TKG, we look for trends of mainstream America and the ROW that will impact local media.

I personally am fascinated by those items that are different from what I would have guessed…my personal idea of "normal". Borgs qualify but are not as interesting to me as 92% of Americans saying that supermarkets do a good job of customer service….higher than any other industry. They can't have asked anyone who has ever been to a Sam's club.

By: John

John — Thu, 12 May 2005 00:00:00 +0000

Yes, we have one here in Princeton although it's a bit of a trip. I agree Wegman's customer care is superior, and they have outstanding selection. The tradeoff of course is the size…Where are the Baco's? I am old enough to remember when supermarkets were just coming on the scene, and my mother thought she had found nirvana.

Actually, one of the most interesting things about supermarkets is how they have gotten the upper hand on their suppliers. Some of my problem with supermarkets goes back to when I carried a sales bag and called on their buyers and did store checks in the field. They were nice to customers but arrogant to vendors…all we wanted to do was move our competitors' stuff to the back and increase our facings in the front. Go figure.

Bottom line is you get what you pay for at Wegman's vs Sam's.

By: Chad

Chad — Thu, 12 May 2005 00:00:00 +0000

John,

If you've ever been to a Wegmans's you'd see how 92% of people could believe that supermarket customer service is good. Assuming that you've not been to one, I highly recommend it… It's amazing that they can instill such a similar frame of mind across the board of their employees. It's enough to give one hope that the Walmarts of the world aren't defining what customer service means.
http://www.wegmans.com/about/storeLocator/display.asp?store_nbr=93

By: D

Wed, 11 May 2005 00:00:00 +0000

Another interesting trade publication is EContent magazine. This month the article "The Coming of the Borgs" philosophizes on, among other things, the growing number of airplane passengers "obliged to report that they've just touched down in another city." Such Borgs are "not really there. Their lack of presence becomes painfully obvious when they bonk you in the head with the bag they carelessly tug out of the overhead while making that essential call to whomever. Their minds, such as they are, are on the phone, not wherever their physical bodies happen to be. Paying attention to your surroundingsâ€"that's so 20th century."

Walt Crawford acknowledges the business opportunity of the overly wired age, while hoping more people may share his appreciation for "being in another city or country, since they haven't yet sprouted the technological extensions to free them from time and place. These remaining traditionalists include travelers and explorers, people who stay informed but can also lift their heads up and look around."

Beyond collectively influencing businesses and industries, perhaps social appreciation may be enhanced.

http://www.econtentmag.com/Articles/ArticleReader.aspx?ArticleID=7944&ContextSubtypeID=11