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Always-On, Always Available Retail Self-Service

Always-On, Always Available Retail Self-Service

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 Summary: Consumers and retail staff alike expect an always-on retail environment with always available self-service. In this podcast, we will discuss what retailers can do to provide always-on availability in a complex retail world. Related Links: Lynn Beattie LinkedIn Profile Jerry Langfitt LinkedIn Profile Related Content: Driving Availability in a Complex Retail Environment Whitepaper Diebold Nixdorf.com/Availability Transcription: Jerry Langfitt:                    00:15                     Hello everyone, thank you for joining us today. I would like to welcome today's guest, Lynn Beattie, who leads our Retail Strategy at Diebold Nixdorf. Welcome Lynn, thanks for joining me today. Lynn Beattie:                     00:25                     Hi Jerry, it's a pleasure to be here. Jerry Langfitt:                    00:28                     Today's consumers' behavior is shifting in two important ways. They're increasingly more reluctant to stand in lines to check out, and showing a greater desire to be in control of their retail experience. Now add a viral outbreak into the mix and you see consumers wanting quicker, safer, more socially distant retail experiences. This has driven retailers to provide more self-service consumer journeys. And with these self-service journeys, retailers must put a greater focus to be always on and always available. Lynn, how important is availability when it comes to a self-service consumer journey? Lynn Beattie:                     01:01                     Jerry, I think it's hugely important that they're available. What we've seen in the last few years is a definite shift towards putting more and more technology into the hands of the consumer. And as you say, this is very often to support self-service journeys. So I'm thinking about technology in store, thinking about things like kiosks, self-service checkouts, handsets that maybe support customers with journeys like [inaudible 00:01:28] checkout, scan as you go type shopping experiences. And if these devices and these touch points don't work, they frustrate the entire experience in the store. So I think retailers have to be hugely cognizant that it is very important in terms of their brand and in terms of the experience the customer has in the store, that these journeys are available and always on. Jerry Langfitt:                    01:52                     Now, doesn't it mean that criticality that happens is a self-service, by definition, the consumer's alone? So no longer is a staffer at a POS and knows there's a problem and can cover up. I mean, the consumer themselves will be the first to experience the error. Lynn Beattie:                     02:08                     That's it exactly. If you have a lane, say on a self-service checkout, that has gone and died, the consumer, firstly, in their interaction with the lane can find it a very, very frustrating experience if they cannot complete their checkout transaction. But also then it's another lane that's not available for other consumers that are queuing. And I think that in itself is a source of frustration. And I think what we're seeing is that there isn't a member of staff that's always there that can help the consumer then complete their transaction or, in some ways, even fix the issue for the customer. So it is even more frustrating for customers when self-service devices don't work then maybe other technology that's in the store. Jerry Langfitt:                    02:50                     And I found brand loyalty in retail is razor thin. You have a consumer that can quickly walk across the street and make decision to leave someone else and go to a different experience. Or if you have a bad experience, I'm quickly going to remember, I'm not going to go to that one. So that razor thin brand loyalty makes things even more critical. Banking, it takes a lot to change your banks, but when it comes to retail, I can switch in an instant, and I will. So that's another point that makes this so important for retailers to pay attention to this. Lynn Beattie:                     03:24                     I think that's right. And I think, as you say, you may get immediate feedback. The customer may just walk straight out your store, but the customer may also though stay in the store, complete that transaction and then leave your store and not come back, and switch their loyalty to another retailer. Jerry Langfitt:                    03:42                     Well, I will admit my wife has left a basket full of groceries after being pissed off. So I usually look at her as one of my customers and say, okay, ...

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