In RSR’s recent report on “The Relevant Store in the Digital Age,” by Nikki Baird and Steven Rowen, the top five opportunities for retailers as identified by a survey of 131 qualified retailer respondents include:

1)Focus on a more convenient customer experience

2)Bring more of a digital/online experience to stores

3)Educate and empower in-store employees using technology

4)Add self-service customer facing technologies

5)Provide ability to locate and sell merchandise from anywhere in the company

Retailers recognize the tremendous potential for opportunity in a world where shoppers want the convenience of online, coupled with an in-store experience.  Each of the opportunities above identified by retailers, has to do with serving customers better, as well as faster, in order to deliver a higher quality and highly satisfying shopping experience. Technologies like next generation digital signage - Virtual Assistants, interactive touchscreens, queuing technology and self-service machines are all ready and available but retailers are struggling with where to start and what technologies to deploy?

One way to start is by putting yourself in the shoes of your customer.  Even if they are “just browsing” the key pain points for any consumer are finding items, finding them in the quantity and size/color they want, having an easy and smooth checkout and accessing information or helping themselves.  One of the clear reasons customers avoid stores and shop online  – especially around the holidays – is to avoid the hassles of waiting on endless lines and the difficulty of finding what they want in the color, size and style they are looking for easily or the inability to get access to information when they need it.  

As retailers head into summer planning sessions for the upcoming holiday season – now is a great time to review the following:

• Do you have enough signage and merchandising displays to guide but not overwhelm your customers?  Are they able to easily find what they need or is it more of a hunt and search mission? Is your staff easily visible, are they informed and are they available?  In larger store environments, where shoppers can get overwhelmed with choices -- a Virtual Assistant offers a highly visible and available (24/7) solution to help guide, inform your customers and to help with branding and advertising must have items.  Coupled with touchscreen interactivity, customers can get the self-help they need via the industry’s latest innovation in digital signage.  

• What is your average customer wait time?  How long are they standing in lines or queues – for checkout or in-store services? What’s acceptable – what’s not? Industry queue management experts say 3 minutes. That is the tipping point where people start to vacillate as to whether the value of the item or service is worth the wait.  If you see your customers aren’t being served in a timely fashion, if your checkout staff is  yelling for the next customer to come down or waving their arms – consider a more elegant solution for queue busting.  With an electronic call forward system that combines media, store guests can be moved in an equitable, elegant manner while being entertained or kept informed about their expected wait time or exciting new offers. Combined with in-queue merchandising, a call forward system will help increase sales and customer flow.  For in-store services, let your customers help themselves with Virtual Queueing solutions that make them feel valued, with a positive experience of 'first come first served' and the added benefit of being able to relax, browse or shop while they wait.

• Can your customers help themselves? Placed strategically, kiosks and multi service machines (MSMs) can make a significant difference in your customer relations, enabling your customers to help themselves to handy, dispensable services and items – freeing your staff to focus on more critical customer service relations.

By effectively incorporating in-store retail technology, retailers can bridge the online and in-store customer experience. With the largest range of electronic call forward systems; virtual queuing technology; digital media platforms including the Tensator Virtual Assistant; in-queue merchandising; crowd and access control solutions; display and signage devices; and self-service systems, Tensator retail experts are here to help you choose the right solution to meet your in-store customer experience retail technology needs.

Tensator will be showcasing its innovative digital signage and queue management solutions for Patient Access Services and sharing real-world use cases at the 39th Annual Conference and Exposition of the National Association of Healthcare Access Management (NAHAM) being held May 15 – 18, 2013 in Atlanta, Georgia.

After successfully deploying “Carla,” Boston Logan Airport’s bi-lingual Tensator Virtual Assistant  to inform and guide millions of passengers quickly and efficiently through the Terminal E security checkpoint, the airport has signed on 3 additional Tensator Virtual Assistants. 

The attention captivating Virtual Assistants are being deployed at Terminals A, B and C and are all providing essential security information including messages on ID and boarding passes, federal regulations regarding liquids, garment removal and x-ray machine instructions.  Messages are delivered 24/7 in both English and Spanish, providing passengers with consistent, surround sound audio accompanied by highly visual information to ensure passengers clearly understand all the information they need to know in order to improve efficiency, passenger flow and their overall airport experience.

Carla was first deployed in June 2012, and since then the airport has seen improvement in quickening passenger throughput along with overall passenger awareness and readiness at the security checkpoint.  “The feedback has been overwhelmingly positive. 

People are very receptive to Carla’s bi-lingual message and are intrigued by her customer service and high-tech message delivery,” said Brad Martin, Deputy Director Aviation Customer service, Boston Logan Airport. “Passengers really pay attention and appreciate the consistency and clarity of the message – while our TSA officers appreciate that Carla’s presence prepares passengers for the security processes and frees them to focus on the screening of passengers rather than providing verbal instructions to folks in line.” 

One of the hot topics at last week’s GlobalShop conference was about capturing the attention of the connected consumer.  

Smartphones and digital technologies have become fairly ubiquitous and influential in our consumer society, but to effectively engage with the connected consumer, retailers need to look at the big picture or the customer journey in its entirety from start to finish and go for a mobile/digital and reality ‘mashup.’ 

Shoppers who are headed to the stores are doing so because they want or need an in-store experience.  Meeting or exceeding their expectations means positively reaching and engaging the connected consumer on multiple levels.  While at GlobalShop, Tensator showcased its Celebrity Virtual Assistant Ultra, next generation digital signage solution – in the form of Certified Sommelier and CEO of Wine Channel TV, Jess Altieri.  The Virtual Sommelier  stopped people in their tracks – enabling them to hear and absorb a wealth of information on “How to be a date-night hero with New Zealand wines.” 

 This human form “small footprint” digital solution which enables the placement of QR codes on the casing and near field communication for marketing information to be pushed to a smartphone, not only captivates its audience, but also educates, informs, impresses and ensures a remarkable in-store personal experience -- and placed next to a promotional item, helps ensure “a quick sale.”

Another example of blending personal attention with a mobile/digital lifestyle is Virtual Queuing -- an ideal solution if your store has services like a personal shopper or salon or multiple departments.  With Virtual Queuing, your guest is greeted by an associate with a tablet or  they can use a mobile app to queue up for service. With Virtual Queuing, the connected customer knows their position in line, time of entry and expected wait time. They can even be provided with in-store only promotions, coupons and messages – and can browse, relax or watch in-store media while they wait. Customers can also pre-book appointments via internet, mobile, in-person reception or self-service kiosks. Virtual Queuing perfectly blends the human element with today’s digital lifestyle, valuing the guest’s time, meeting or exceeding their expectations and helping ensure service and information is provided in real-time.

A perfect time to reach the connected consumer is at checkout. A proven single line call forward system like the SLQ3000 

leverages crystal clear twin LCD screens that keep customers informed on when the next sales associate is available to assist them (a much more elegant solution than a sales associates yelling “Next!”) as well as entertaining, inspiring, and providing a call to action  via video,  promotional and social media marketing messages.  The added bonus?  The system accelerates customer wait time.  Not only do you have happier customers – but you actually reduce the chance of walkaways by 30% and increase customer loyalty.

These are just some examples of how to positively reach the connected consumer. Leading retailers like Harrods, New Look, Duane Reade, JCPenney, Kohl's and UNIQLO have already selected Tensator as their queue management company of choice.  Let our customer journey experts help you explore how you can effectively reach the connected consumer. 

Press Coverage

Retailers get it. Mobile is here to stay and to combat the effects of ‘showrooming,’ they know they have to create a great in-store customer experience. Part of that experience is ensuring customers aren’t stymied by a long and annoying checkout process. Vendors like Apple have used i-devices for fast checkouts, but is mobile checkout the right approach for everyone?

Retailers like Marshall’s and HomeGoods have used single line queuing in their checkout area to intelligently guide customers while simultaneously using the space to boost impulse purchases.

This article by Tensator's Keith Carpentier in Chain Store Age examines the pros and cons of different types of checkout -- Mobile, Virtual and Traditional -- and provides insight into the choices vendors need to consider.

Tensator Customer Journey Queue Solutions to Guide, Inform and Enhance the Retail Tradeshow “Customer” Experience

GlobalShop -- Chicago, IL  -- April 16, 2013 – Tensator, (Booth #5322) the world leader in queue management and customer journey solutions, today announced that professional wine judge, Certified Sommelier, and CEO of Wine Channel TV, Jess Altieri will share her expertise with attendees as a Celebrity Tensator Virtual Assistant at this year’s GlobalShop, the world's largest annual event for visual retail merchandising design and shopper marketing, being held April 16-18 at McCormick Place. Tensator ‘customer journey’ solutions, including a Tensator Virtual Assistant Show Greeter and the SLQ 3000 Electronic Call Forward system have been chosen by GlobalShop show management to guide, inform and enrich the retail tradeshow customer experience at registration. Tensator has been selected to provide its leading queue management solutions for the event’s registration area for the fifth consecutive year.

The Tensator Virtual Assistant is a next generation digital signage solution. It uses cutting-edge technology to project an image and create the illusion of a real person to convey a consistent brand message, impart key information and highlight products and promotions.  Designed with retailers specifically in mind, Tensator is showcasing its newest offering at GlobalShop, the Tensator Virtual Assistant Ultra which has the smallest footprint available on the global market. At just 20 inches x 20 inches, it can fit almost anywhere within a store including aisles or end caps presenting retailers with endless promotional possibilities, a flexible point of difference to help increase profits and efficiency, and the ability to generate extra revenue by directly influencing consumer behavior. 

To show off Tensator’s latest technological offering, the Virtual Sommelier “Just Jess” will wow over 12,000 retail industry professionals at GlobalShop with her wine lifestyle expertise and promotional abilities – stopping people in their tracks -- to see, hear, learn and try her recommendations on “How to be a Date Night Hero with New Zealand Wines.”  

“Our Tensator Virtual Assistant Ultra, with its distinctively smaller footprint, will undoubtedly provide retailers with unlimited product and promotional capabilities,” said Bill Vetter, SVP and General Manager, Tensator, Inc. “By offering our retail partners the ability to maximize their sales per square foot potential and deployment of staff to critical areas of product focus within their store, the Virtual Assistant acts as a genuine profit center.  By teaming with Jess as our Virtual Sommelier and with Wine Channel TV, we are providing show attendees a glimpse of the product’s revenue and promotional possibilities for sales generation and margin improvement.”  

“The Tensator Virtual Assistant Ultra is a fantastic way to build my brand, promote wine lifestyle pairings, and get people to sample several new wines,” said Jessica Altieri, Certified Sommelier and CEO of Wine Channel TV.  “Since I can’t be everywhere at once – the Virtual Sommelier allows me to be seen, heard, and to promote all at the same time. Attendees that stop by booth #5322 will get to hear all about interesting new facts about different grapes, inside scoops and secret stories about the wineries, pairing ideas and an opportunity to win a custom engraved wood wine gift box from Wine Channel TV via a QR scan. No other single digital signage solution provides this kind of engaging promotional customer experience.”

The Virtual Sommelier will be joined by the ‘live’ Just Jess on Tuesday, April 16th and Wednesday, April 17th to educate and guide attendees through their wine ‘journey.’   

In the registration area, show attendees will meet the Virtual Assistant Ultra GlobalShop Greeter, who will welcome attendees and provide directional guidance, information on the show’s history, charitable initiatives, expo floor and sessions as well as promotional content.  Tensator’s eQ™ SLQ3000 call forward system with full media capabilities and Tensabarrier® crowd control stanchions with post top signage will quickly and efficiently guide thousands of attendees through registration getting their conference experience off to a great start.  

In an age where consumers prefer to interact with technology, contact with an actual human being is becoming an antiquated — and often avoided — concept. But for those looking for the perfect balance between man and machine, or who miss a little bit of the human element, a "virtual" person might do the trick.

Enter the Tensator Virtual Assistant Ultra, a product the company calls a next generation digital signage solution. It creates a projected image and creates the illusion of a real person to convey brand messages, impart information and highlight products and promotions.

With a small footprint of 50cm by 50cm, the Virtual Assistant can fit within an aisle or as part of the aisle end caps. The base unit of the Ultra is made up of interchangeable covers, creating a full surround or three-sided wrap if placed flush against a wall, making it ideal for advertising and promotion, according to a news release on the product.

Visit Retail Customer Experience.com to read the full article.

Several recent industry reports and surveys tracking self-service trends have seen a jump in the use of automated self-services.  According to an infographic compiled by 1-to-1 Media, “Self-Service is a growing global trend that’s helping customers to get the optimal experience they’re looking for more quickly.” 

With the advancements made by each technologically savvy generation, there is a growing consumer need to be able to help themselves, manage their purchase, and see more immediate results.  They also have a higher expectation for more self-service offerings whether at retail outlets, banks, supermarkets, post offices, medical facilities, pharmacies, motor vehicle departments, airports, seaports, hotels or train stations – virtually anywhere.   

With this in mind, the time is ripe for each of these vertical industries to examine which of their offerings can in fact benefit from being turned into an automated self-service operation that will successfully and happily get customers what they want in an expedited manner – where they are ensured a quick, fair and successful transaction.

When looking at service offerings that can be automated here are some points to consider:

• Is the transaction something that is needed 24 hours a day – or could self-service automation enable it to be offered 24 hours a day?
• How long does the average transaction take when handled by staff?
• How long would the average transaction take if automated?
• How long is the waiting period on average to service a customer?
• How much time would be saved if the service was automated?
• How complex is the transaction you are looking to automate?
• Can you realize cost-savings by enabling customers to help themselves?
• Will your customer experience/customer journey improve as a result of self service automation – will your offer be competitive, attracting customers?
• Do you have additional upsell opportunities as a result of self service automation?

If you are pondering these questions, you are not alone. Consider talking to a Tensator self-service automation specialist to understand your options. Contact Tensator today.

It's just been implemented and already the effects of sequestration have hit hard.  Lines at major airports have ballooned to 150-200% their normal size, creating delays and headaches for many travelers. According to the Customs and Border Protection agency (CBP), at John F. Kennedy International Airport (JFK) in New York, there were approximately 56 flights with wait times in excess of 2 hours, and 14 flights over 3 hours. Miami International Airport (MIA) reported 51 flights over 2 hours, and 4 flights approached/exceeded 3 hours – all uncharacteristic wait times and a result of reduced staffing.

The consequences of sequestration are only expected to worsen as federal departments implement furloughs and hiring freezes as we head into the busy summer travel season.

While travelers have been advised to get to their airports earlier, there are some other immediate proactive considerations that can be cost effectively implemented to help reduce or ease wait times:

- Deploy Virtual Assistants to deliver highly visual and attention capturing information to deliver clear, consistent messaging to effectively direct and ensure passengers understand all the information they need to know at either boarding, customs or security to improve efficiency, passenger flow and their overall airport experience.   

- Leverage automated queue management systems to determine the best, most effective queuing configuration based on current airport conditions.

- Implement display and signage, post and rope, Tensabarriers® and Single Line Queuing to ensure maximum airport efficiency in getting passengers to where they need to be, keeping them informed and increasing the speed in how passengers get served.

By putting in place these proven queue management solutions, the effects of sequestration as they pertain to long lines can be significantly minimized.  To request a meeting with a queue management specialist please contact Tensator. 

We are all familiar with the static charge and shock we can receive when walking across a carpet or taking our clothes out of the dryer.  These are just small personal annoyances that don’t cost us anything but maybe some fabric softener; but for companies dealing with electronic devices, the cost of damage caused by electrostatic charges can be quite literally shocking!  According to the Electrostatic Discharge (ESD) Association, the cost of ESD-damaged electronic devices can range from only a few cents for a simple component to several hundred dollars for more complex electronics. Loss of production time due to static attraction is also significant. When associated costs of repair and rework, shipping, labor, and overhead are included, clearly the opportunities exist for significant improvements in reducing losses to ESD and static electricity.