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Queue Management blog

Case Study: Tesco deploys Irisys Queue Management to alleviate subjectivity, deliver faster checkout for customers

Posted by Natasha Gingles on May 7, 2014 5:48:00 PM

Overview

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Topics: Irisys, Supermarket Technology, Retail, queue management, supermarkets, Tesco, Checkout Management, Customer Service, Customer Experience, Queue, non-intrusive technology, Queue Management Systems, Checkout Technology, customer loyalty, grocery, Retail Queue Management

No matter how you say it… we’re No.1

Posted by Natasha Gingles on Mar 31, 2014 8:12:00 PM

The world’s leading retailers trust Irisys technology to manage, improve and maximize their in-store operations.

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Topics: Irisys, queue management, Checkout Management, Customer Service, Customer Experience, Retail Technology, Retail Solutions, Queue Management Systems, Checkout Technology, customer loyalty, Retail Experience, Retail Queue Management, In-Store Shopping

Big Data: Enhancing Customer Experience in Real Time Builds Brand Loyalty

Posted by Natasha Gingles on Mar 24, 2014 1:15:00 PM

Delivering the ultimate shopper experience increases customer loyalty. And though retailers have personalized customer service for decades, they have primarily been limited to using historical data to make critical in-store decisions.

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Topics: Irisys, Retail, queue management, supermarkets, Customer Service, Customer Experience, Retail Technology, Queue, Queue Management Systems, Checkout Technology, checkout, customer loyalty, Retail Experience, Retail Queue Management

Grocers Could Soon Face Amazonian-sized Online Competition -

Posted by Danielle Martin on Jun 7, 2013 7:08:00 PM

Amazon.com is planning a large-scale launch of online grocery sales, according to a report from Reuters. It brings with it the first serious online competition for traditional grocery chains.

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Topics: customer flow management, Checkout Management, Customer Service, Customer Experience, Retail Technology, Kroger QueVision, Checkout Technology, checkout line management, customer loyalty, improve customer satisfaction, checkouts queueing, Kroger checkout, Kroger infrared, retail checkout

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.

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Topics: customer flow management, Checkout Management, Customer Service, Customer Experience, Checkout Technology, checkout, checkout line management, customer loyalty, improve customer satisfaction, checkouts queueing

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.

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Topics: Irisys, Retail, customer flow management, Checkout Management, Customer Service, Customer Experience, checkout line management, customer loyalty, retail intelligence technology, retail analysis

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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Topics: customer service tips, Customer Experience, customer loyalty, improve customer satisfaction

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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Topics: Irisys, Customer Service, Customer Experience, Checkout Technology, checkout, checkout line management, customer loyalty

Keep Shoppers Happy, Keep Shoppers … Shopping

Posted by Chris Giallanza on Apr 20, 2012 4:25:00 PM

In retail – and in any direct-to-consumer business, for that matter – keeping your customers happy can significantly boost your bottom line. And shorter lines make happier customers, especially at supermarkets.

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Topics: Irisys, long lines, Labor Costs, Conversion, cost-effective solutions, wait time, Retail, supermarkets, Customer Service, Checkout Technology, checkout, checkout line management, customer loyalty, grocery, National Retail Federation, Consumer Reports

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