Stores risk losing younger shoppers with anti-theft measures targeting self-checkouts: retail expert
CTV
A recorded rise in retail theft is prompting companies to take measures to stop stealing particularly at self-checkouts. Here's how it could impact customer experiences.
Amid a recorded rise in retail theft, companies are taking more measures at self-checkouts to stop people from stealing.
Allowing customers to complete their own transactions can make shopping seamless and easy, but a retail strategist says self-checkouts are also an avenue for theft.
Liza Amlani, principal and co-founder of Retail Strategy Group, told CTVNews.ca in an interview that self-checkouts without additional measures are one of the ways thieves can easily steal from retailers.
"Customers want self-checkout, they don't want to be monitored, or security hovering over them," Amlani said.
But some companies have started implementing more measures, particularly at self-checkouts, that can change the customer experience.
"The convenience of self-checkout, especially across the younger generations who prefer it, I think that's where retailers will really kind of lose customer loyalty and even market share," Amlani said.
Recently Loblaw Companies Ltd. implemented a receipt check for some stores in Canada, which prompted backlash from customers.
