How retail kiosks change consumer behaviour?
Today,
self-service
kiosks
are expanding rapidly in the retail space. They navigate shoppers
towards convenience, efficiency and small lines. Based on a recent
survey, 85% shoppers use self-serve
kiosks.
These
kiosks not just impact consumer behaviour in many ways but also
enhance a retailer’s bottom line ROI.
Self-service
kiosks
not just offer convenience for customers, but also increase orders
and sales. It increases the total order volume in a day.
There
are a number of reasons why self-service
kiosks
change consumer behaviour:
-
Firstly, kiosks and automated systems never forget to upsell. Add-on systems integrated into the kiosks encourage customers to increase the size of their order.
-
Secondly, there is no potential for social judgement by human server or cashier. In the case of hard to pronounce items, kiosks always come handy. It is easier than a standard checkout by a human cashier.
Kiosks
also provide detailed information about products and services offered
by a retail company. Consumers find it convenient to visit a kiosk
for inquiries such as product pricing, availability, and feature
comparison.
Also,
by placing kiosks at strategic locations, a retailer has the ability
to reach more customers without any costly investment. This is a
cost-effective method to reach and generate more sales. In addition,
by installing a kiosk, the total number of employees needed to
service their customers, a retailer can also cut back on costly
managerial resources as fewer total employees require less total
management.
With
self-serve kiosks, customers can also customise their orders to suit
their specific preferences. This further increases their freedom and
flexibility. The bottom line is that these machines not only generate
happier consumers, but also higher per-check averages and better ROI
for the business owners.
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