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Customer Experience

How customer self-service is changing the retail game

self service kiosk

Written by Tony Loxton
Mar 20

Contrary to popular belief, retail has not died. In fact, it continues to show signs of growth after a resurgence in popularity. This doesn’t mean that retailers can relax, though. As customer standards continue to increase, retailers are under constant pressure to innovate and find ways to meet these expectations. One of these customer expectations is around faster, if not instant, services, even at the retail level. In retail, one of the major bottlenecks that affect customer service is queuing at checkouts.

One staff member is tasked with serving multiple customers, with queues growing longer during peak periods and increasing customer frustration. This quickly turns into complaints to the manager or store’s customer service center, or rants on social media that can affect the public perception of your brand. In order to address this issue, retailers are taking a page out of grocery and mass merchants books and moving towards automated solutions in the form of self-service checkouts. Here’s some ways self-service changes the retail game.

Improve customer experience through reduced wait times

Customers typically have to wait until they are served by an employee at the checkout so that they can pay for their purchases. Self-service checkouts eliminate the need for a staff member to perform the payment process. Simplified, modern checkouts now allow a customer with no prior experience using the system to ring up their items and pay for them at a reasonable speed, without the need for employee assistance.

Listen to customer feedback to improve brand perception

Another way to improve how customers perceive your brand is to listen to their feedback and take steps to implement it. Keeping this in mind, Retailcustomerexperience.com reports how a SOTI survey clearly identified a need for more self-service options. Of all the customers who took part in the survey, 66% were interested in self-service, with 53% of them viewing self-checkout as the best way to achieve this.

Better customer experience equals more customers

By improving the overall customer experience, you improve customer satisfaction. Whether it’s by reducing the time customers spend waiting, or listening and implementing their feedback, growing customer satisfaction increases customer loyalty, turning these loyal clients into brand ambassadors who bring you more business.

Less floor space is required

Since self-checkouts do not require an employee, this decreases the amount of floor-space that you need for each checkout. This additional space can be used for more self-checkouts, or for other purposes such as better displays, or simply more space for customers to navigate your retail store.

Save on staffing costs

With traditional checkouts you need an employee at each unit. With self-service units, a single employee can monitor multiple checkout points to ensure that there are no problems. They can also assist a customer experiencing difficulties. This reduces the amount of money you need to spend on checkout staff. These savings can be shifted to other areas of the customer experience, such as additional self-service points and displays, or better store decor.

These are just a few of the ways self-service is changing the retail game. As a retailer with an interest in self-service solutions, you can gather even more data on how customers are engaging with self-service checkouts using the latest Blix people counting solution. These solutions allow you to track how many people are using the space. Also, depending on your people counting solution, it allows you to record how they are using the space itself. To find out more about our people counting products and how they fit in the bigger picture of your store, download our free guide and unlock a new world of insight into your store’s performance.

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