Retail Kiosk

Interactive Retail Kiosk

Craig is a longtime writer of technical stories and documentation for many companies. He has 25 years of experience in the industry
Retail kiosk image
Click to Expand Image

Interactive retail kiosks are the largest segment of deployed kiosks. Analysts estimate that retail kiosks comprise at least 30% of the entire self-service kiosk market. Locations include Department Stores, Grocery Stores, Big Box Specialty Retailers and Convenience Stores.

Retail kiosks provide convenient services to customers such as bridal and gift registry, non-stock product ordering, wayfinding directories, employment, product lookup, company information and targeted offers. These services increase consumer awareness and offer new channels for retailers to grow their business.

Retail Kiosk Case Studies

Marks and Spencer was the recent subject of a case study written by Harvard Business School [link to case study]. Excerpt and video below which includes a talk from Healey Cypher now with ZIVELO.

Looking ahead: Stores still matter

As the rate of digital sales increases, retailers are faced with the dilemma of what to do with their physical stores. The easiest solution to help their bottom line is accelerating store closures. M&S appear to be doing this, with 60 planned branch closures by 2021 [8]. This can be short-sighted, as it diminishes their catchment area and reduces scale benefits. Looking ahead, the role of the store will still matter, as few categories will reach 100% online penetration, and shopping will continue to be a social and tactile experience [9].

Instead, M&S should focus on innovating their in-store experience. Their ‘browse & buy’ in-store kiosks are a step in the right direction (Exhibit 6). These enable customers to scan bar-codes on items and order these in their size during stock-outs, or view and purchase items on M& which are not available on display [10].


Retail Kiosk Benefits

  • In-store product ordering kiosks reduce on-hand inventory and associated warehouse costs
  • Wayfinding directory kiosks reduce employee headcount and improve customer service
  • Kiosks offering promotional opportunities through coupon printing and other targeted offers increase revenues
  • Loyalty cards reward frequent customers, increasing brand loyalty
  • HR Self-Service applications can be utilized in an in-store retail kiosk for after-hours use, leveraging your existing investment

Retail Kiosk ROI

Studies show an average of 7% increase in incremental sales when kiosks are added. More compelling investment returns are as follows:

  • Self-service kiosks reduce costs by lowering employee headcount
  • Gift card kiosks increase revenue at off-site locations
  • More loyal customers encourage new customers
  • Reduction in inventory overhead and warehousing costs
  • Increased customer satisfaction = increased sales
  • Lower headcount for HR departments with multi-use kiosks

Some of the advantages discussed include:

  • Virtual sales assistance for customers
  • Expanding the footprint of the retailer
  • Reducing labor costs
  • Redeploy staff to increasing revenues
  • Eliminate standing in line (line busting)

Good examples of kiosks like this are the ones in REI where you can look up extended stock and sizes, same thing for Cabela’s and also Kohls.

More Retail Kiosk articles

For more examples check out these members here:

For additional background & examples

Follow Craig’s board Retail Automate on Pinterest.

Kiosk Manufacturer