Proximity Marketing – Impacting Service, Revenue, Efficiency and Basket Size

by tensator-usa 18. December 2014 17:43

With a majority of consumers more comfortable conducting their shopping via mobile devices – getting shoppers to look up and try something new is challenging to say the least. 

To this effect, 2014 has seen a jump in technological developments in beacons, audio, visual and proximity marketing solutions – all designed to help retailers influence, sway and capture the in-store attention of time crunched and attention short shoppers. These technologies are starting to take hold – with Office Depot, Macy’s and Lord & Taylor jumping on board.  

In fact, Tensator’s clients are already realizing measurable monetary/sales improvements by reaching customers more effectively through the proximity marketing capabilities of the Tensator Virtual Assistant: 

  • TY KU Realizes 600% Uplift in Sales with Tensator Virtual Sommelier 
  • Clarins Wows Customers With Virtual Assistant 
  • Coca-Cola launches Virtual Assistant in cash and carries in London for Share a Coke campaign 
  • Grafton Shopping Centre introduces their new Tensator Virtual Assistant
  • Modell’s CEO Mitchell Modell Welcomes Super Bowl XLVIII Fans via the Tensator Virtual Assistant 

In a recent Mobile Marketing article, the benefits of proximity marketing solutions such as beacons and audio technology are debated as standalone solutions but, ultimately as the article concludes  -- these technological advances mean much more when they work in harmony with each other so that the effect “can be much greater, than the sum of its part in terms of improved customer service, new revenue streams, store efficiency and ultimately basket size.”

We can expect to see more and more integrated proximity marketing technology developments very soon – 2015 is shaping up to be an exciting year for retailers and shoppers alike! 

Dollars and Sense - Time and Knowledge are the Retail Currency of 2015

by tensator-usa 8. December 2014 18:31

Deloitte’s Annual Holiday Survey forecasts that overall holiday spending will be 4 to 4.5 percent higher than last year -- with shoppers doing the bulk of their shopping in December. 

As far as shopping online vs. in stores, the Deloitte survey notes that the most common reason that the 5,033 shoppers polled gave for avoiding stores during the holiday season was long lines (40 percent). The most likely reason to buy in a store was a knowledgeable store employee (48 percent).

With retailers competing with online shopping which delivers immediate service and near-instantaneous information, having effective queue management/checkout systems, in-queue merchandising, and POP offers as well as educated and knowledgeable staff armed with in-line greeter/mobile tech is paramount to positively impacting the bottom line.

If we look at these in-store percentages, we come to understand the importance of valuing customer’s time and having knowledgeable employees – the ones who go out of their way to serve the customer.  If we viewed every minute a customer is left standing in line, or cooling their heels waiting for someone to help them -- as real, hard revenue loss – we’d change this behavior and fast! We’d look to reduce wait time and if we couldn’t reduce the wait any more, we’d try to add value to the experience. 

For the Holiday Season and in the year ahead, retailers stand to significantly increase their competitive advantage and increase their revenue by understanding that time and knowledge are the new retail currency. 

Black Friday Extended, Barricades and Tensabarriers - Keeping Everyone Safe

by tensator-usa 24. November 2014 22:19

With the latest OSHA guidelines formally released, labor officials have laid the groundwork for holiday shopping safety -- offering advice to retail CEOs on how they can help keep their workers safe during Black Friday and the extended Black Friday sales and ensuing holiday rush.  While retailers have been planning for this event since before Summer 2014, now is the time to review final plans for handling the crowds, do practice runs and take stock.  Paramount to crowd control, the OSHA guidelines call for stores to set up barricades or barriers like the Tensabarrier® to handle crowds, and to make sure they are arranged in a fashion that winds around enough times to effectively slow down a mob.  

Other critical advice offered to retailers:

  • Warn employees when the doors are opening
  • Have security guards stand away from the open doorway where the people will be rushing in, positioned to the sides of entering (or exiting) public, not in the center of their path
  • Prevent overcrowding in any one area of the store by positioning sales items throughout the store rather than in one concentrated area
  • Consider using mechanisms such as tickets to provide the earlier arriving customers with first access to sale items.
  • Have adequate signage showing the location of entrances and exits, store opening times and location of special sales items within the store
  • When the store reaches maximum occupancy, don't allow additional customers to enter until the occupancy level drops

According to David Michaels, assistant secretary for Occupational Safety and Health at the Department of Labor, with thoughtful planning and implementation of an effective crowd management action plan and maintaining emergency exits free of obstructions, we all can have a safe and happy holiday season.

Please contact our Tensator customer journey experts if you have any last minute needs, or for answers to any of your Black Friday questions or challenges.  We are here to help make sure you  keep everyone safe.


Tensator Study: Retailers need to improve in-store experience

by tensator-usa 7. November 2014 22:51

While the online vs in-store shopping debate has raged on for a number of years, Tensator's latest study shows that customers are not finding in-store shopping an enjoyable or engaging experience and, even when they are in-store, their attention is drifting towards their mobile phones. 

In fact, 89% of shoppers feel that retailers need to make changes to the overall shopping experience to compete with their online counterparts.  When quizzed about their preference for online retailing, 48% said they liked the fact they did not have to stand in a line, 42% found it cheaper than shopping in a store, and 29% expressed the fact that they simply did not have the time to visit an actual store.

Retailers need to look at bringing the convenience of online shopping in-store and make the customer experience efficient, stress-free and captivating.

 Click here to read the full article on the Chain Store Age website 




Want to Increase Holiday Sales? Click and Collect Services Attract the Connected Consumer

by tensator-usa 20. October 2014 16:17

The Wall Street Journal recently wrote an article on research firm eMarketer’s Holiday sales predictions. The good news is that they’re estimating that U.S. retail sales will climb 5% in November and December, besting last year’s growth rate of 3.4%. While that is excellent news for brick and mortar retailers -- holiday eCommerce sales are projected to also grow 16.6% to $72.41 billion, ahead of last year’s 15.3% rate. As connected consumers continue to buy both in-store and online -- what is clear is that retailers need to maximize their opportunities across their various channels by offering digital incentives that according to the article, “merge the physical and mobile space.”  

One way to do this is via “Click and Collect,” a rather recent phenomena that has gained traction in the US and is already popular in the UK. “Click and Collect” services allow shoppers to order products online and have them delivered to their local store or to a designated store. Not only does this ease shipping costs for customers and offer an additional option for purchase, but customers can extend their shopping – especially around the holidays by buying other items in the store while there for pickup.

In order to make “Click and Collect” a successful bridge between virtual and in-store shopping – retailers need to be cognizant of delivering a seamless customer journey that is consistent with the ease of purchase online to the in-store pickup experience.  

To maximize the “Collect” experience here are some ideas to consider:

  • Create a clearly designated, attractive area – incorporate interactive digital signage for maximum branding and visual appeal along with colorful media panels to guide and inform customers about your particular “Click and Collect” program.  
  • Arm your staff with inline greeter technology – so from the moment the customer arrives they can be quickly, easily and personally assisted based on their preferences.
  • Since you can expect this to be a busy area in the store – implement virtual queuing technology so customers can shop and be alerted on their mobile phones when their pickup is ready or take a ticket from a touchscreen ticket dispenser.  Display queuing information alongside branding and advertising information by incorporating Corporate TV, multimedia management into an inline dispersed virtual queuing system will keep customers informed and entertained while they wait.  
  • Ensure the checkout line is equitable and clearly designated.  Make the most of the space by using the time your customers have while waiting on line to share exciting offers and promotions via next generation digital signage and by showcasing thoughtful last minute merchandise items for purchase with in-queue merchandising

“Click and Collect” is a great opportunity to improve the overall shopping experience, win your customer’s loyalty and boost Holiday Retail purchases.  If you are ready to set up your “Click and Collect” area but aren’t sure how to get started, contact Tensator’s customer journey specialists today.

Bilingual Tensator Virtual Shopping Consultants Land at Miami International Airport

by tensator-usa 15. October 2014 14:08

MIAMI, FL and BAY SHORE, NY -- October 15, 2014Tensator, the world leader in queue management and customer journey solutions, today announced that the MIA Concessions as part of its Marketing Program has installed two bilingual Tensator Virtual Assistants in Miami International Airport’s (MIA) South Terminal (Concourses H and J), providing passengers with exciting, high-tech virtual shopping consultants and offering a vibrant advertising vehicle for shops and restaurants to effectively reach high net worth consumers: multi-lingual air travelers to Miami.

The MIA Concessions program selected the Tensator Virtual Assistant, with its interactive push button panel, to help capture the attention of passengers so that they can make the most out of the 55,000 square feet of concession locations throughout the two concourses. Unlike traditional signage, the Tensator Virtual Assistant next generation digital signage uses innovative HD projected imaging, surround sound and video technology to create the illusion of a real person and is fully customized to deliver specific messaging, and to showcase products. The MIA Concessions’ Tensator Virtual Assistants, named Leticia, offer passengers on demand information in both Spanish and English about where and what they can eat, and provide shopping ideas, tips and information about products, stores, restaurants and services in the Terminal. 

“Passengers are often overwhelmed with all the activity that typically goes on at the airport and they typically end up wasting  time trying to figure out where they can eat, what services and shops are available or how they can best spend their time,” said Adrian Songer, Chief of Airport Concessions Business Development at Miami International Airport. “The Tensator Virtual Assistant virtual shopping consultants cut through the noise and distractions, capturing people’s attention and holding it. Not only are they seeing and hearing about specific retail, service and dining options in English and Spanish, but they are provided with real-time friendly guidance with real directional cues and offered suggestions on what they can buy and advice on currency exchange and duty free that enable them to make the best use and get the most out of the time they spend in the Terminal.”

“We are extremely pleased that Miami Airport Concessions has chosen our Tensator Virtual Assistants to be their virtual shopping consultants at Miami International Airport, said Louis Ruiz, Business Development Manager, Tensator, Inc. “By working closely together and by exploring the product’s full potential, Tensator delivered a completely customized, personalized, bilingual, high tech digital signage solution that provides passengers with rich media that empowers them to make the absolute most of how they spend their time and money. ” 

To learn more about the Tensator Virtual Assistant please visit

TY KU Realizes 600% Uplift in Sales with Tensator Virtual Sommelier

by tensator-usa 25. September 2014 14:01

MONTEREY, CA and NEW YORK, NY - September 24, 2014 Tensator, the world leader in queue management and customer journey solutions, today announced that TY KU, the premier Sake & Spirits company has realized a 600% uplift in sales following the deployment of Tensator’s Virtual Assistant interactive next-generation digital signage at a national retail chain in Monterey, California. 

While wine enthusiasts and connoisseurs have been bowled over with TY KU’s Sake, TY KU wanted to attract a broader consumer audience. Getting consumers to try something new is always challenging - and with dozens of beverages for consumers to choose from, attracting and holding customer attention long enough to get them interested in trying something new and different is hard to achieve using traditional signage.  

Much like having a friend or an expert that people can relate to for trusted recommendations, TY KU was looking for a way to make a direct connection with retail shoppers in a personal, yet professional way to engage, entice and educate prospective buyers about TY KU Sake.

The Tensator Virtual Sommelier

TY KU turned to Tensator’s Virtual Assistant, an innovative HD projected imaging and audio-visual technology that creates the illusion of a real person, capable of delivering customized messaging. Working together with Tensator’s Customer Journey experts, TY KU identified the exact persona they wanted and developed the script they had in mind for a virtual sommelier. TY KU’s Virtual Sommelier was designed to provide a whole array of deep, rich, and of course, highly visual information about TY KU Sake, covering everything a customer would want and need to know about TY KU Sake - from how the sake is prepared, how best to enjoy various different kinds of TY KU Sake and even recommendations on which food pairings are best with which sake, along with the right temperatures to serve them. The Tensator Virtual Sommelier also included messages for health conscious shoppers to let them know that TY KU Sake is all natural, gluten free, sulfite free and has very low acidity - making it the perfect complement to seafood, sushi and lighter, health conscious cuisine.

600% Sales Uplift within two weeks

Before deploying the Tensator Virtual Sommelier, TY KU Sake sales were flat for six straight weeks. After the first week, TY KU saw an incredible 500% increase in sales followed by a second week of 600% lift. 

There is literally no other form of signage that could have achieved the amazing boost in sales that the Tensator Virtual Assistant delivered,” said Adrian Molina, Brand Communications Manager, TY KU. “Its ability to captivate shoppers is unparalleled.  Not only did shoppers stop, look and listen -- they bought TY KU Sake -- providing us with an amazing 600% lift in sales in the first weeks of deployment. We are delighted with the results of our Virtual Sommelier.”

“TY KU turned to Tensator with the idea that by having a Virtual Sommelier they could engage, educate and inform retail shoppers about all the delicious, healthful benefits and options that TY KU Sake extends,” said Keith Carpentier, Senior Business Development Manager, Tensator, Inc.  “In today’s fast paced, noisy world, being able to capture and hold a potential customer’s attention is priceless. We are extremely pleased to have partnered with both TY KU in this innovative deployment which has proven how instrumental and effective the Tensator Virtual Assistant is in driving new sales.” 

To learn more about the Tensator Virtual Assistant please visit

Tensator Reports Continued Growth; Expands Next Generation Technology Service Partnership with AST to Support Market Penetration

by tensator-usa 8. September 2014 14:18

BAY SHORE, NY and DAYTON, OH—September 8, 2014Tensator, the world leader in queue management and customer journey solutions, today announced that as a result of the increased adoption of its next generation queue management technology solutions, it has expanded its relationship with Advanced Services Technologies, LLC (AST), a leading Retail Field Service Company. AST has over 3200 technicians throughout the United States, Canada, Puerto Rico and Hawaii that service Fortune 500 retail companies and high end boutiques.  With this expanded partnership, Tensator continues to build out the service arm for the company; the two companies are currently working together on 11 new, Tier 1 retail and government customer engagements.

AST Support Services for Tensator clients now include:

  • Project roll out, service calls, move add change
  • Staging and Integration
  • New store construction, relocations, remodels
  • Installation, service and ongoing maintenance
  • Structured wiring, low voltage cabling, voice – data
  • Wired / wireless networks, access points, intrusion prevention, CCTV
  • Queue management / Digital Signage
  • Inventory management, depot services

“We are happy to expand our field service partnership agreement with AST to support the growing demand for our product range,” said Bill Vetter, SVP and GM, Tensator, Inc. “AST’s trained field service representatives have always exceeded our customer expectations and we are now available to further maximize our customer’s investments in Tensator’s leading technology solutions - quickly and cost-effectively.”

“This partnership is the perfect fit for Advanced Service Technologies,” said Jerry Abner, President and CEO, Advanced Service Technologies. “Retailers continue their search for ways to increase productivity, cut costs, and increase sales.  When you can supply all 3 in a seamless fashion, you’re really on to something. Tensator’s next- generation digital signage and integration solutions are world class.  We’re excited about working with an organization so quality driven.”  

To learn more about the joint partnership please contact

About Advanced Service Technologies, LLC

Advanced Service Technologies is a leading Retail Field Service Company. Headquartered in the greater Dayton, OH area, Advanced Service Technologies' 50,000 square foot Staging and Integration Facility enables it to offer unprecedented design capabilities, implementation support, and a wide range of technology-based solutions for its clients.  The company’s commitment to flexibility and dedication to innovation provide its professional, highly certified staff the ability to create custom solutions that solve clients' information technology challenges. Clients served include Fortune 500 companies, as well as mid-market clients. AST helps its clients realize their business goals and objectives by simplifying complexities, increasing productivity and reducing costs. For additional information please contact

About Tensator  

Tensator is a recognized leader in the management of the customer journey. The company offers a large range of digital media platforms, electronic and virtual queue management, display and signage products, crowd and access control solutions, in-queue merchandising, self-service systems, and the Tensabarrier®, one of the most respected barrier in the world. Tensator empowers blue chip retailers, international airport terminals, transport providers, financial institutions, major exhibition, leisure and entertainment venues, construction sites, restaurants and hotels to speed customer flow through the queue, improving operational efficiency and customer satisfaction. Tensator helps eliminate lost revenues through walk-aways and drives high value impulse sales with its range of queue management solutions. Visit for more information, and follow us on Twitter, LinkedIn, Facebook and YouTube.


All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.

Passenger Journey Innovation Takes Off -- Tensator Crew Heads to ACI-NA Conference and Expo in Atlanta

by tensator-usa 5. September 2014 17:29

Join us at Tensator's Booth #230 this September 7-10 at the ACI-NA Conference and Expo in Atlanta.Our "flight crew" will be on hand to answer all your questions about how our proven queue management solutions -- from interactive next generation digital signage to cutting edge queueing innovations -- can help you significantly increase passenger journey satisfaction/safety and realize greater efficiencies.

Recognized by Fast Company as one of "The World's Top 10 Most Innovative Companies in Travel"-Tensator solutions are deployed in leading shops, airlines and airports around the world -- from Heathrow, Dubai International, Frankfurt  to Boston Logan Airport and many more. We earned our trusted reputation for the valuable role our Tensator Virtual Assistants have taken on at airports -- speaking in multiple languages, answering passengers' questions about security, flight and gate locations, and providing overall airport navigation -- even offering new product information - round the clock - freeing up airline staff and security teams, as well as retail staff to focus on critical and important responsibilities.

Come learn how we can help you:

  • Increase Communication and Advertising Channels - Tensator helps direct passengers efficiently through airports via our next generation digital signage and interactive way finding/guidance systems; we optimize communication of both security information procedures and promotional messaging. Where time is of the essence -- we help ensure passengers make the most out of the time they have to shop at airport retail outlets with efficient queue management and virtual queuing systems to help airport retailers increase their revenue streams.
  • Speed Passenger Journey Times and Increase Satisfaction levels - Tensator’s products are proven to speed queue flow and maximize efficiencies at ticket offices, check-in, security screening & immigration areas within airports, which in turn reduces passenger waiting time, frustration and anxieties.
  • Protect Passengers - Tensator ensures that the passenger journey can be safely managed with cost-effective 'Access Control' solutions, whether at the terminal or in airport retail and service areas.

If we are already working together -- come and say hi!  If we aren't yet, we'd love to meet you!

To arrange an onsite meeting at the show - please contact


Show rooming reversed: shoppers choose brick-and-mortar retail experience

by tensator-usa 4. September 2014 18:27

A recent report from BI Intelligence has found that retailers have discovered "reverse showrooming," or "webrooming," where consumers research products online, but then head to a brick-and-mortar store to make their purchase.  In the U.S., 69% of people reverse showroom, while 46% showroom, according to a Harris poll. And it's not just the younger consumers, millennials are also reverse showrooming for everything ranging from electronics, shoes, sports equipment to cosmetics.

Chain Store Age reported that almost one-in-three (31%) of U.S. consumers say wanting to see/feel items in person would make them shop at a physical store instead of online. And while this survey of more than 1,000 U.S. consumers noted different reasons for consumers opting to make in-person purchases, (29.9% wanted items immediately, 16.9% believe it protects their privacy, 14.4% shop in-store to save on shipping costs and 6.5% want to ensure easier/cheaper returns) retailers need to capitalize on this trend.   

The BI report goes on to say that only recently have traditional retailers begun to take advantage of the opportunity that reverse showrooming extends – making sure they have knowledgeable sales staff, in-store pick-up of online orders, in-store Wi-Fi, and smartphone discounts to help convert showroomers to buy in-store. They’re also using new technologies for a better, more connected  in-store experience. 

This is a trend we at Tensator have definitely seen on the rise – with shopping centers and brands leveraging the Tensator Virtual Assistant next generation digital signage solution to engage, inform and entertain shoppers while also offering them promotions and discounts:

Equally important is having customers be able to help themselves with self-service solutions and have a smooth checkout process – from virtual queuing, call forward queue management to tablet armed staff who can address customer preferences with an inline greeter solution.

As noted in the report -- retailers are beginning to think of themselves less as purveyors of goods, and more as all-around consumer resources. Talk to a Tensator customer journey expert to learn more about how we can help you maximize reverse showrooming. 

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