A restaurant in Midtown Manhattan recently created a stir when it posted a rant to Craigslist. Apparently, the restaurant had been slammed by online reviewers who complained of slow service. Management compared surveillance between 2004 and 2014 and found that service is indeed slower. The reason? In a word: smartphones. Basically, customers’ nomophobia (it’s a thing, really) is disrupting the flow of service at every major service touchpoint. Use—or some might say, over-use—of smartphones in the restaurant resulted in guests adding an astonishing 50 minutes to the average visit.
Most consumers would probably say that wireless devices make them smarter shoppers. But are these devices also degrading the overall retail experience? #MarsTalk