Pilgrim’s Progress

Electronic kiosks are a self-service technology still on its rather torturous way to achieving the level of a boom, according to a 2003 kiosk benchmark study, “Technology Tamed,” from Kiosk Business magazine and Purcell & Associates. Having passed the Slough of Despond, or make that what the Gartner Group likes to call the Trough of Disillusionment, the kiosk industry may now consider that it has entered a period of deployment for “tangible business benefits,” even though most kiosk projects that have been implemented have failed to provide “definable” ROI. Kiosks remain a favorite of the retail industry, which accounts for 44.2% of installations, followed by 10.9% use in the hospitality/foodservice/lodging sector. Kiosk enhancements are attractive, especially printing, but printing is also the largest maintenance problem because it requires replacement of supplies and has many moving parts subject to failure.

At this stage of kiosk technology’s developmental journey, 67.4% of users cite improved customer service as their primary reason to install kiosks. Information/promotion is the second reason, at 59.9%, and generating revenue is third, at 48.3%.

Partner Content

Hincapie Sportswear Finds Omnichannel Success in the Cloud - Netsuite
For more and more companies, a cloud-based unified data solution is the way to make this happen. Custom cycling apparel maker Hincapie Sportswear has leveraged this capability to gain greater visibility into revenue streams, turning opportunities into sales more quickly while gaining overall operating efficiency. Download this ecommerce special report from Multichannel Merchant to more.
The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.