Architecting the Checkout Lane
Technical executives in retail face a persistent challenge: balancing loss prevention while reducing friction in the customer experience. Recent implementations of computer vision systems at Sam’s Club demonstrate the potential for technology to meet both goals. At Groceryshop 2024, the CEO of Sam’s Club described their new exit verification system and reported a 14% improvement in the Net Promoter Score—a metric that validates the investment in advanced technological solutions.
Computer Vision
My local Sam’s Club has two arches that you push the buggy through after checking out (on the app or at the registers). About 25 feet past the arches is an employee who will wave you through or check your receipt. Most of the time these days, I’m waved through. Combine this with the scan-to-go app, and I can be in and out of Sam’s Club in about 15 minutes. Compare this to the experience at Costco, which is more like a social event, because I will have enough time to make friends in line!