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Hy-Vee Using Twitter To Do An End Run Around Apathetic Associates

Written by Evan Schuman
January 25th, 2012
When the $7.3 billion Hy-Vee regional grocery chain on Monday (Jan. 23) rolled out its in-store mobile app, it encouraged customers to use Twitter to report out-of-stock items. It's a wonderful move, acknowledging—and addressing—a communication hole that exists because of an outdated management structure.

In a typical chain store, what happens when a customer discovers a problem, be it an incorrect price label or an out-of-stock or expired product? It's up to the customer to track down an associate. What happens then? Usually nothing, because it's quite unlikely it's the primary responsibility of that employee to deal with that problem.

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Posted in CRM, In-Store, IT Strategy/Industry, Mobile/Wireless/Contactless, Premium Content, Social Networks, Supply Chain
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