Monthly Archives: June 2017

Whitepaper – When Customer & Customer Experience Collide

New whitepaper by Frank Mayer and Associates, Inc. Overview Forward In the last few years, the Quick Serve Restaurant (QSR) industry has begun to explore how the addition of self-serve kiosks within the restaurant can impact the ordering experience, shape the types of employees needed, and transform the customer experience. Chains began experimenting with the technology in 2014,… Read More »

McDonald’s – Wall Street cheers replacement of cashiers with kiosks

McDonalds Kiosk Raises Earnings Expectations by Analysts Cowen says McDonald’s will upgrade 2,500 restaurants to its “Experience of the Future” technology by year-end, which includes digital ordering kiosks. The firm raises its rating on McDonald’s to outperform from market perform and price target for the shares to $180 from $142. Same store sales estimate for 2018 raised to… Read More »

Kiosk Hall of Fame Inductees 2017

kiosk hall of fame

Kiosk Hall of Fame 2017 NEXTEP SYSTEMS, OLEA, Netshift, and other kiosk companies represented in 2017 Kiosk Hall of Fame inductions EASTLAKE, Colo., June 22, 2017 /PRNewswire/ — The Kiosk Industry Association is proud to announce the 2017 Hall of Fame inductees.  This year our inductees are Tommy Woycik of NEXTEP SYSTEMS, Traci Martin of Olea Kiosks, Ben Wheeler, Nigel Seed (UK) and James Vande Castle is the media inductee. Posthumous inductees… Read More »

Conference – Marcus Evans Retail Forum in September Gold Coast

Retail Forum Conference Gold Coast Marcus Evans September 2017

Source: events.marcusevans-events.com

The Retail Forum will bring together CMOs, digital and omni-channel retail directors, heads of customer experience and solution providers from leading organisations in Australia and New Zealand.

 

Taking place at the RACV Royal Pines Resort, Gold Coast on 11 – 12 September 2017; attendees will benefit from visionary keynote presentations, real-life case studies and interactive sessions!

 

Confirmed Speakers Include:

  • Michele Fuhs, Head of Future Retail – Premium Retail Experience, BMW
  • Ryan Gracie, Head of Marketing, Catch Group
  • Martin Price, Head of Online, Target Australia
  • Julie Fedele, GM Customer Experience Strategy & Design, Bupa
  • Vanessa Rowed, Head of Marketing, Oporto Franchising
  • Dominic Byrne, Head of Digital at Coco Republic and eCommerce Manager for Max Sparrow
  • Rahul Asthana, Regional Marketing Director Baby & Child Care Digital & e-Commerce APAC, Kimberly-Clark
  • Angus McDonald, General Manager Multichannel, Supercheap Auto
  • Michael Donath, Head of Multichannel, Ikea Australia

How KeyMe Is Taking Over The $7.5B LockSmith Industry

When Greg Marsh moved to NYC for business school, he and his wife got locked out of their new home. They had a horrible experience, as an unscrupulous guy showed up in an unmarked van and charged $300 to drill the lock. This experience got Marsh thinking about the locksmith industry and, later, to start KeyMe. As he researched the industry, he became really excited about the opportunity: it’s a massive, $7.5 billion/year industry in the U.S., which hasn’t seen innovation decades. He believed technology could deliver unmatched value and customer experience for key duplication, lockouts an

Source: google.com

Subway kiosks – Looks to Fix Its Sales Slump With Tech Upgrades

Subway Restaurants, facing one of the worst slumps in its history, is hoping to win back customers by losing its low-tech image.

Source: www.bloomberg.com

The chain has tested around 50 of the new kiosks which allow customers to enter the store and build their own sandwich more accurately. Wenkoff said that eventually, each location would have on average three kiosks. Subway’s mobile app is available in around 26,000 of its 27,000 U.S. locations. “Mobile devices are attached at the hip to pretty much all our customers these days,” Wenkoff said. “It’s all about convenience.”

McDonald’s in Norwell offers touch-screen ordering

NORWELL – The McDonald’s restaurant on Route 53 in Norwell is among the first of the burger chain’s 300 franchises in Massachusetts to be equipped with touch-screen kiosks. Using a kiosk, a customer can scan the menu and place an order, swipe a credit or debit card, get an order number and wait for the food to be delivered to a table. A customer who wants to pay with cash can get a ticket at the kiosk and take the ticket to the service desk. Customers who would prefer to order the

Source: norwell.wickedlocal.com

Eventually, 14,000 McDonald’s restaurants in the U.S. will have the kiosks. They were first introduced at lo cations in California, Florida and New York.

The company is also planning to revamp restaurant interiors and drive-up windows.
During the reopening of a McDonald’s in New York City in November, CEO Steve Easterbrook said the addition of technology would not cause jobs to be eliminated.

Kiosk Case Study – Scholar ID Attendance and ID Badge

ScholarChip and Shuttle Computer Group: A Winning Combination Knowing where students are at any given time is of vital importance for teachers and school administrators. Keeping track of attendance is an essential part of a school’s budget, including state and federal financial support, and in some cases, even teacher performance. ScholarChip, a pioneer of centralized and integrated School… Read More »

Kiosks, Tablets, and Mobile Orders Coming to a Restaurant Near You

From McDonalds Experience of the Future to Panera 2.0, the restaurant industry is investing heavily in technology as a means of reducing costs and improving the dining experience.

Source: www.foxbusiness.com

Takeaways

1. lift to final ticket
2. self-order more likely to order ancilliary items
3. End of meal it is all timing. You have to catch the moment.

 

Shen: Yeah. I will add,in addition to McDonald’s,Wendy’s announced earlier this year that they would install kiosks at about 1,000 of theirlocationsby the end of this year. They’ve cited similar things that we’ve talked about,reducing labor costs, for example. But on the Panera side,Panera 2.0, some things management has said that I think make it really interesting, in terms of the lift inticket size that you can get from thesekiosks, there is a quote from,I don’t know if it was somebody in their management, but I found this quote that basically said, “People who order at a kiosk will generally spendabout twice as longordering with that kiosk than they doif they’re speaking directly to a cashier.” What that ultimately means or leads to is moreopportunities for upselling –every time you place an order for a salad,do you want to pair that with a soup? Youorder a coffee, do you want to pair that with a donut? Then, they’re able to customize their orders,and ultimately get larger tickets. Domino’s has spoken to this as well with their apps. Peopleupsell themselves. When they’re ordering a pizza, they add things to it that they wouldn’totherwise if ordering by the phone.

 

Re: Chilis at the table
Shen: And a lot of restaurants that have outfitted their tables with these tablets have found that people are more likely to order the ancillary items,higher instances of customers ordering dessert,coffee, other drinks. Those are all nice margin boosters for those businesses.

 

Kline: There’s a window. If you’re arestaurant, there’s a period between the end of dinner and the feeling of fullness when people will buy dessert. They often regret desert by the time it shows up. That’s why most restaurants have a to-go container for desserts you shouldn’t have ordered. But if the waitress is too busy or misses that window, orI would have had another beer if she got to me 10 minutesinto my meal, but at 20 minutes into the meal I’m like, “Oh,I’m driving too soon,” or, “MaybeI don’t need to spend this money.” So there’s an amazing ability to give meevery impulse if I’m sitting there and finish my gin and tonic and want another one,I just hit the button and there it comes whereas if I had that extra five minutes ofreflection, maybe I would go, this is a bad idea.