Queue Management Blog

Occupancy limits? Restrictions on gatherings? Social distancing?

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Short Season and Fast Sales, Irisys’ Technology Can Help Retailers Maximize Busy Stores During Peak Holiday Periods

Posted by Natasha Gingles on Nov 20, 2013 2:32:00 PM

A late Thanksgiving means six fewer days of holiday shopping – making it the shortest season in almost a decade.


Experts Cite Super Service as Key to Nordstrom and Kohl’s Being Named America’s Favorite Fashion Retailers

Posted by Brette Bennett on Mar 28, 2013 3:44:00 PM

One is known for high-end fashion and accompanying high prices – and the other for affordability. But they’re both committed to delivering consistent, high-quality service to their customers. And that’s why a recent Market Force Information study found that Nordstrom and Kohl’s, respectively, are America’s No. 1 and No. 2 fashion retailers.


Customer Service Keeps Customers Coming Back -- and Doors Open for Business

Posted by Brette Bennett on Mar 4, 2013 8:40:00 PM

While many retailers are looking to capitalize upon their 2012 performance, Yahoo! Finance has tracked eight major retailers that will close the most stores this year.


Irisys Awards Prodco International & Remaco for Outstanding Achievements

Posted by Brette Bennett on Feb 19, 2013 4:07:00 PM

Irisys has awarded two partner companies for outstanding achievements in delivering innovative products and superior customer service. 


Turn One-Time Holiday Shoppers Into Repeat Customers

Posted by Brette Bennett on Nov 15, 2012 5:33:00 PM

The signs are all around us – eye-popping “Sale” signs that retailers have been sending out in circulars, ads, online, and in-store, urging consumers to spend and spend big during the holidays.


Smart Checkouts Can Leave a Lasting Impression

Posted by Chris Giallanza on Oct 23, 2012 6:52:00 PM

Success at the front end is one of the most critical aspects of retail. At checkout, customers are left with a final impression of their shopping experience, which could be the difference between creating a return customer or losing market share to a competitor.


Study Finds In-Store Advantages among Back-to-School Shoppers

Posted by Chris Giallanza on Aug 28, 2012 3:01:00 PM

Shopping lists are checked off, class schedules are set and many U.S. students are back in school. For parents, this moment may be welcomed with a deep sigh of relief. And for retailers, it’s time to analyze the success of back-to-school sales strategies and tactics.


8 tips to improve customer loyalty in retail

Posted by Mari Saona on Jul 20, 2012 1:03:00 PM

Whether you’re a supermarket, electronics store or clothing retailer, customer loyalty in retail is important. In fact, how many industries can you think of where customer loyalty  doesn't matter? We suspect there aren’t many you that come to mind. So without further ado, here are our top 8 tips to improve customer loyalty in retail:

1. Provide a reliable service

We won't go into how exactly you do this, that's for an operations manager to worry about. But start thinking about the promises you make to a customer, and whether you keep them every time. Be realistic about them: it’s better to promise their delivery in 3 days and deliver it in 2 than the other way round! 

2. Listen to customers

You might spend a lot of time and effort on bright in-store advertising or have staff handing out free samples, complete with memorised sales speeches. In other words, you’re talking. But are you also listening to what your customers are saying, and what they want. If your market is not very vocal, then be proactive in seeking their opinions and thoughts about their retail experience and future needs.

3. Be flexible for customers

Each customer is a unique person and life, and so will probably have different needs. Where possible, try to accommodate these. Customers will remember your attempts to go the extra mile, and are more likely to return to you next time. In the same vein, they will look bitterly back on your business if you said rigidly "It's company policy not to accept returns after 21 days" on an item you both know could easily be resold. 

4. Be one step ahead

If you've done a good job at number 2, then you should be able to anticipate your customer's next move. Fulfil it before they ask. For example, a person doing their St George's Day shopping in a supermarket may pick up all the related paraphernalia (festive plastic cups, napkins, plates) but they know their forgetting something. Instead of pushing the usual chocolate bars, and chewing gum at the shelves near the checkout, you've helpfully stocked them with packs of bin bags - a necessity for post-celebration cleanups. Also, use queue management technology to predict when your shoppers are going to arrive at the checkout so there isn't a long wait for them.

5. Do incentivise to encourage customer loyalty

Aside from your stellar service as a retailer, give them another reason to come back. Get stuck into loyalty schemes before your competitors do. Ideas range from gathering redeemable points on a loyalty keychain, a gift card once a year on their birthday or purchase dependent offers such as "20% of your next handbag".

6. Keep in touch

Make contact on a frequent basis by phone, cards, newsletters and email, whichever is preferred by your customer. If appropriate for your kind of retail, approach them in person to have a pleasant conversation. At this point it is also important to call them by their name as psychologically this creates a deeper memory and rapport. Remember the day when you forget your customers is the day they'll start to forget you.

7. Be easily contactable

Make it simple and convenient for customers to get in touch with you. Don't frustrate them by having long calling queues, multiple menus or other blocks to human-human interaction. This will only drive them away.

8. Say thank you

You said it when you made the sale and your store has a cheerful sign on the exit, but there's certainly no harm in saying thank you again in writing. 20% of micro businesses (1-9 employees) obtained at least half of their sales from a single customer. If this is the case for you then a handwritten note would be ideal. If you're bigger and have hundreds if not thousands of smaller transactions a day then, a pre-printed note sent out a few times may be more appropriate.

Download the presentation version of our 8 tips to improve customer loyalty in retail now:

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The Retail Run-Down: Thermal Imaging solves retail's oldest problems

Posted by Chris Giallanza on Jul 17, 2012 3:54:00 PM

Irisys’ checkout management and people counting solutions change the way consumers shop, increasing profits and customer loyalty for retailers. And with more than 82 percent of retail executives looking to make customer service a priority in 2012 – according to a survey by the National Retail Federation – Irisys thermal-powered checkout technology may be key in improving your customers’ shopping experience.


Score One for Brick and Mortar

Posted by Chris Giallanza on May 8, 2012 4:47:00 PM

In-store or online shopping? The retail industry continues to be pulled back and forth. Some have adapted by providing both options to their customers, while others have implemented new ways to profoundly enhance the traditional shopping experience.


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