This story was originally published on sister site, Modern Retail.
Last October, when Sam’s Club opened the doors to its first store without checkout lanes in Grapevine, Texas, chief finance officer Todd Sears was on site. He saw firsthand how the all-digital approach could push members to embrace its Scan and Go technology and give employees more time to teach shoppers how to use the technology hands-on.
“There was a couple, probably in their 70s, who couldn’t figure out how to do it; and so I approached them, and literally, the the guy handed me his wallet, his credit card, his phone,” Sears said at the Evercore Consumer and Retail Conference in New York City on June 11. “The smile he got on his face when he scanned and was able to just slide his finger and check out, it was priceless. That happens every single day in that club.”
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