Walmart and other retailers are reconsidering the use of self-checkouts because of increased theft.
Strategist Melinda Deines suggests that retailers must address the frustration customers experience when using self-checkouts and make the experience more seamless. She believes that retailers should not eliminate self-checkouts altogether but instead use technology in conjunction with human beings.
To improve the experience, they can temporarily shut down self-checkouts to rethink customer experience and implement staff monitoring. Smart security, shutting down self-checkouts during busy times, implementing receipt checks or rescans, and using messages that caution customers about theft can also be used.
Deines also suggests that retailers should reinforce a positive relationship with staff and empower them to make a human connection with customers.