Read on Twitter
The high street really does not help itself - after a year of forced closures and a stunted Xmas trading period, you'd think retailers would be going all out to improve their customer experience, right? Warning: rant follows on today's Xmas shopping jaunt ...
From those with no attempt at social distancing (the @JDSports Arndale tills more like trying to get a round in at the bar), to those so cautious it borders on absurdity ( @patagonia King St without *one* customer on the ground floor, yet the store was still at capacity?).
Then on to @pret in the Arndale so understaffed you'd be quicker heading to Guatemala for a coffee. @UNIQLO_UK Market St seems to be going against the grain by creating cash ONLY tills (and creating a convoluted IKEAesque route despite having the most ginormous store).
The top prize has to go to @Selfridges though. The @TiffanyAndCo concession has the aura of a club, all roped off and guarded by a bouncer. The wait's 1hr I'm told - despite the spacious unit having just 2 customers - and do I know what I want as they don't have much in stock?
It's not the need to limit numbers, nor enforcing it so fastidiously (I'm all for an exclusive vibe), but an hour's wait for glorified click & collect seems absurd. Can't I have someone show me products, upsell me and make me feel good about splurging? I left.
Add to this a bizarre experience at @ncpcarparks where you're financially incentivised *not* to use the ticket machines, but instead download an app with such a naff customer journey you end up punching all available keys at the barrier and on your phone just to get out.
To close, I'm not one for calling out brands on twitter ... but Christ Almighty don't these companies think about the user experience!? A thriving high street needs to offer something you can't get online: a human connection, a tactile experience, simple recognition even.
FInal bit - for balance - I did have a perfectly pleasant experience in @HN_Manchester (I still miss the restaurant though!), @FCUK & @FromPaperchase. And gold stars as always to @REISS The Shambles, still my favourite branch nationwide 
