Are we ready for complete connection?

This is what I would like you to try:

As an experiment I would like you to try using cellular communications to receive assistance in your Wal-Mart.

This means if you cannot find an item, the price of an item, need something off of the top shelf, out of a case, or have made a mess that needs to be cleaned up, etc. use your cell phone to call the information line as a means of getting assistance instead of looking for a salesperson. This is intended to make discoveries about how much of a personal interaction is wanted, needed or is necessary in a shopping situation. Which method provides the most convenience for the customer? Also, are the sales people capable of understanding and answering all questions with zero body language?  Can the customer find his or her way without visual instruction?

Think about the following question while you are doing your experiment:

1. Was this a more or less convenient method of service for you?
2. Were the Wal-Mart personnel receptive to your questions?
3. Did you feel that you were missing out on the personal connection with the sales staff?
4. Did you receive correct information, and or were your questions answered fully?
5. How would you feel if this was considered the normal way of receiving service?
6. Did a Wal-Mart sales person come to you with the answer instead of answering you over the phone?

After you have completed this experiment please e-mail your findings to: meg424s@smsu.edu

My findings with the experiment:

experiment #1

experiment #2

experiment #3

experiment #4

experiment #5

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