Getting the right information on demand is an eternal problem of today’s knowledge workers, and will only grow. Lack of knowledge causes a delay in decision-making, and ultimately leads to bad decisions. This is the essence of the Two-Second Advantage, where a little knowledge in the correct context at the correct time is much more useful than all of the pertinent knowledge if it is too late to act upon.
Nowhere is this more true than retail where an immediate and succinct answer to a customer’s question is essential. Not reacting to a customer leads inevitably to dissatisfaction. Answering a customer question incorrectly can also lead to a potential revenue hit when the customer returns a product due to lack of information.
Cleanup in Aisle Two
Here is an example of the environment that exists in many retail stores: a store manager walks up to the shelf in his store and needs more information about the product in front of him. In the old world, he would write a number on the back of hand with his pen and go back to the dirty, smelly office in the back, log on to some application (or likely several), type in that number and get the information that would allow him to make a decision. [Read more...]