We’ve all seen it – people waiting for their drinks at Starbucks. Arms crossed, sighing loudly while scrolling on their phones. Waiting, waiting, waiting for their drinks.
Then someone walks in, no wait, and walks out with their drink.
I get it; get people to order on the app. Less interaction, no friction, no need for someone to take the order.
In and out, money in the bank.
But I just looked and there’s like a dozen people here in this space, none of them having a pleasant experience.
How does that bode well for a business? A brand?
People in and out, and on their way.
And a business place filled with people rolling their eyes and getting the wrong order (like me) and just walking away.