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British citizens want to be in charge of their shopping experience. New research found that people want more freedom to shop where and when they like, whether online, over their mobile or in an in-store kiosk.
The NCR Corporation survey, carried out by Buzzback Market Research, found that 83 per cent of consumers wanted the flexibility to research, compare and shop across channels. 84 per cent of survey-goers said they wanted retailers to make sure their social media activities were integrated with their other communications such as websites and email.
However, 46 per cent said that they feel bombarded with irrelevant information and offers over a “dizzying array of touchpoints.”
The solution, says NCR, is to provide shoppers with personalised offers and information, based on analysis of the shopper’s previous shopping history.
“Retailers need to harmonise the total cross-channel shopping experience in the emerging era of converged retailing,” said Rick Chavie, vice president of marketing of NCR’s retail and hospitality business.
A white paper about NCR’s research on converged retailing is available at www.ncr.com/c-tailing
So while customers are clicking on to what retailers need to do, stores need to take note of what changes need to be made for an improved shopping experience.
Customers are fed up with the impersonal and irrelevant offers thrown at them via email or instore, and would like a much more subtle approach that allows them to take charge of their shopping experience themselves.
Kiosks are a great solution as customers are able to acces store and product information, see what deals are on offer as well as printing out vouchers to use while in store.
For more information about how kiosks can help your business, visit Protouch today.
Kiosk systems are all the rage but what is it they do and how can they benefit your business?
A kiosk system is usually installed to relieve the staff of extra work as well as to provide customers with a more interactive service in a technology driven world.
However, there are a wide range of kiosk systems out there and it is important to understand which one will suit you.
Firstly, it all depends on what type of company you are and what services you provide to your customers.
Kiosks can perform a whole range of services and can make a big difference to improving customer service as well as freeing up staff time.
An innovative kiosk system taking the health care industry by storm are survey kiosks. Mainly used for patient feedback, a survey kiosk is a fantastic way of gathering data and information first hand from your customers, so you can improve and expand your business.
A survey kiosk in action can provide:
- Patient satisfaction surveys –
Collect point of care feedback faster and more efficiently. You can identify problems quickly and make the necessary improvements to your business.
- Customer satisfaction surveys –
Improve your service by feeding back positive and negatives, improve customer retention, create loyal customers who will further recommend your products and services.
- Employee satisfaction surveys – Ensure employee satisfaction and retention. Increase productivity by discovering your staff members motivations, attitudes and opinions.
- Market research – Gather your customers opinions and suggestions to improve your products and services.
For more information about kiosk systems and how you can benefit from their services visit Protouch today.
As more hospitality companies implement some form of IT-based self-service, many are seeking to reduce costs, increase customer satisfaction, and possibly reach new customer segments. A new hospitality study from Cornell’s Center for Hospitality Research (CHR) points out that when self-service functions correctly, it does enhance guest satisfaction and improves hotels’ financial results. 
The study, “Integrating Self-Service Kiosks in a Customer Service System,” is published by Tsz-Wai Lui and Gabriele Piccoli who compiled statistics from two hotel chains totalling 163 hotels to determine the ratio of automated check-ins and the ratio of failed check-ins, using lobby self-service kiosks. They matched those data with aggregate financial performance from Smith Travel Research.
The hospitality study found that installing self-service kiosks did improve the hotels’ financial results, but the improvement showed a time lag. Therefore, they caution hoteliers not to expect instant returns from adding self-service kiosks.
However, when something went wrong with the self-service check-in, the hotels in question saw a reduction in guests’ willingness to pay and willingness to return. For this reason, Lui and Piccoli urge careful rollout of self-service technology, along with substantial staff support for guests who are using computers to check-in.
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