Customers expect a personalized experience that surprises and delights them, and most will trade bits of information about themselves if they receive something in return.
When it comes to the retail market in 2015, the key word is omnichannel. Consumers today need and want the ability to have a shopping experience their way, but that doesn’t necessarily mean we need to overstimulate them with alternative technology.
Knowing how millennials and Gen Z-ers feel about data security is a critical component to understanding how, and if, these individuals will be comfortable sharing sensitive data on a public facing device. How will generational differences influence self-service device usage and how can self-service change to accommodate those differences?
Consumers with a natural sense of curiosity want to engage with technology, says Eric Vazquez, project manager for Encore Event technologies, but will the technology provide value to the consumer and if so, in what form and to what end?
Technology should be used in way that's natural for consumers to interact with, and enhance the brand story, rather than be the story itself, says Ben Putland, director of software analysis and development for Grand Visual.
Consumers want to interact with technology, but that technology has to make sense for both the business and its customers, says Paula Suarez, director of software analysis and development for Dickey's Barbecue Restaurants Inc.
The technology that drives digital signage menu boards and self-ordering kiosks inside restaurant locations today is being used to maintain nutritional information disclosures in real time.
Kiosks traditionally serve the purpose of allowing customers to check out or access information without the assistance of a customer service representative. They should be viewed now, more than ever, as an additional piece to the customer service puzzle.
Business should not fear millennials, for their needs are much simpler and easier to understand than one might think.
Retail is a battlefield. You have endless options facing off against each other in combat, with the reward of customer money and loyalty on the line. Kiosks can be a valuable addition to your retail armory.