How Visual Standards Impact Customer Experience

“The stores are so clean” is a statement often said about Publix. This isn’t untrue, but there’s a lot more to it. I could make multiple posts about why customers have that perception, but I’ll start with one that is near and dear to my heart: merchandising. Customers don’t recognize each decision Publix makes with merchandising, but they recognize the overall, clean and organized appearance. The amount of detail that goes into display planning and execution is multiples above what is needed: I was in charge of the grocery set-up for a new store while I was in a field support role at Publix. Less than 24 hours before opening, the Divisional Vice President walked the store and indicated he thought some of the items chosen for the front displays would likely be better on the back displays. The rest of that day and the early morning hours of the next day, we moved hundreds of cases of product to accommodate his perspective. I admit, I was thinking no customer would ever notice the difference, but I realize now that the standard set has less to do with the individual display and more with the overall perception the customer has of the store. Without the merchandising excellence our VP expected, we could have opened the door for a customer to feel something wasn’t quite right with our store. It’s the unnoticed extra effort that separates good from great. Enjoy one of those displays here.

What defines retail standards in your store? I visited three stores yesterday with very different results. Harbor Freight Tools stood out. The shelves were full, products in stock, displays organized. Aisles were clean, well lit, clearly signed. Staff was present. Checkout was quick and friendly. Kohl's home section showed empty and messy shelves, displays out of place, ignored for some time. I know they are struggling but poor standards and execution....the basics....is killing their business further! Target was better than I expected. Shelves mostly stocked, displays neat, aisles clean and lit. Partner displays like Magnolia looked well merchandised, neat and organized. Kudos for improvement! All three had solid foot traffic on a Tuesday afternoon. Target's foot traffic was by far the strongest likely fueled by the back-to-school seasonal push. You can see the difference standards make. They require leadership to set clear expectations, train teams properly, and provide the right resources. Without standards, customers face frustration and disappointment. Here are some action points for leaders: 👉 Define what standards look like in every area of the store 👉 Train your teams to meet those standards consistently 👉 Give them tools and support to keep standards high 👉 Monitor the store regularly and hold the team accountable Your customers notice every detail. Don’t let poor standards drive them away. #RetailLeadership #CustomerExperience #StoreStandards #TeamTraining #OperationalExcellence