Touch screen technology is evident across all sectors and industries and it can be transformed into many appearances from kiosks, monitors, digital signage and PCs.
It can also be converted into ATMs, otherwise known in full as an automated teller machine or more commonly referred to as a cash machine.
A latest survey has revealed that the majority of cardholders protect their PINs and cover the ATM pin pad when keying in the four-numbered digits.
A report by the European ATM Security Team (EAST) in Edinburgh, Scotland showed that 65% of consumers cover the PIN pad protecting their PIN when drawing cash out at a hole in the wall. The online poll found that 23% of cardholders sometimes cover the PIN pad and a worrying 12% of the public never cover the PIN pad, putting themselves at risk of financial fraud.
The poll, which took place between January and March 2011, was undertaken as part of a scheme to educate cardholders to always conceal their pin because it thwarts thieves from using counterfeit copies of cards.
Lachlan Gunn, coordinator of EAST, said: “It is encouraging to see that 65 percent of poll respondents always cover their PIN at an ATM. If you are one of those who never covers his or her PIN, or who does it occasionally, remember that doing this is a top cardholder security tip recommended by EAST and by many other organizations.”
EAST officials recommend that if you cover your PIN you are at least protected against visual compromise. Experts warn that if a magnetic stripe on a card is conceded or skimmed, the criminals need your PIN to maximise fraudulent usage of it.
Gunn added: “Covering one’s PIN at an ATM, or at any other terminal, should be second nature to everyone—after all very few people would hold their wallet or purse open to allow others to easily see how much money they are carrying, so why advertise your PIN?”
The majority of consumers would rather bank with a machine rather than a human, with the majority of consumers indicating that they would prefer to conduct banking transactions at their ATM as opposed to traditional face-to-face interaction with the bank worker.
More than 74 per cent of participants agreed they hope one day their ATM will offer all of the functionality and services as their bank teller.
David Hadesty, VP of Product Management for Wincor Nixdorf’s U.S. Banking Division, said automation is no longer a “nice to have” – it is a necessity.
“With results of this survey showing consumers crave more features and functionality at their ATM, the opportunity for banks is obvious – invest in more sophisticated ATM technology that is proven to dramatically reduce cash handling costs at the branch, while freeing up valuable associate time for more critical tasks.”
So it seems the nation today has more trust and likeability in a machine than man, which reflects the growing trend in technology and modern needs and desires.
Consumers prefer to interact and make deposits with a touch screen unit than a flesh-bodied person; what does that say about the 21st century generation?
The survey, by Wincor Nixdorf AG, involved 200 consumers aged 18 to 64, who visited an ATM more than three times a month.
It polled consumers on their knowledge, preferences and trends regarding using an ATM.
The future of ATMS and touch screen technology is an exciting and widely speculated concept but who really knows what it will hold. One thing is for sure though; the bank teller’s role is diminishing.
Improving your brand and your loyalty to the customer is more important than ever as today’s consumers cope with tighter budgets, busier lifestyles and – in most cases – shorter attention spans.
Kiosk systems, smart phones and social media tools have dramatically boosted brand loyalty if used correctly.
With many technology devices out there, it is hard to decide which one is the best method for you and your business.
So which communication channels work best to entice consumers and keep them coming back for more?
A recent study conducted by New York-based BuzzBack Market Research found that most North American shoppers prefer retailers that enable them to shop consistently across a multitude of channels, such as kiosks, smart phones and social media tools.
More than 80 per cent of surveygoers said that they want more control over where, when and how they interact with retailers, whether it be through Facebook, iPhones or in-store kiosks.
“Consumers are time-starved, value-driven, digitally enabled and frustrated by inconsistent shopping experiences across channels,” said Mike Webster, senior vice president and general manager of retail and hospitality business for NCR Corp, who commissioned the study. “Retailers must deliver more personalised, unified reactions whether their customers are on the Web, in the store or using their mobile device. For retailers to respond to this new ear of converged retailing, they require solutions that bring these channels together.”
The detailed study on consumer behaviours focused on how consumers use self-service, social media and other technology to shop and in response, how retailers can tap into those channels. And its overall analysis found that customer loyalty is the key focus, with consumers and their desire for retailers to offer a more consistent and seamless shopping experience.
The study also looked at the value of a consistent experience across all channels as well as the value that consumers place on personalisation, such as language, payment systems, brand preference and receipt type. In response, almost half agreed that retail shopping or restaurant ordering would be faster and more convenient if they had a more personalised experience.
The highlights of the study included;
To view the full white paper released in May 2010 at the Food Marketing Institute showcase in Las Vegas, click here.
Quick thinking companies are nowadays deploying software, linked to enterprise applications like customer data and analytics, in order to deliver timely and relevant communications across multiple points of service, based on their customer’s preferences and location.
“A new generation of consumers craves more personalisation and control over when and how they interact with retailers,” said Dusty Lutz, general manager of NCR Netkey digital signage and kiosk applications.
“Consumers are willing to reward retailers that enable a seamless, converged channel experience across Web, store or mobile channels. Retailers are responding by evaluating technology solutions that help them interact with shoppers based on their individual preferences and location to create a more compelling shopping experience.”
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.
Kiosk systems are all the rage but what is it they do and how can they benefit your business?
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:
Collect point of care feedback faster and more efficiently. You can identify problems quickly and make the necessary improvements to your business.
Improve your service by feeding back positive and negatives, improve customer retention, create loyal customers who will further recommend your products and services.
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.