How retailers can use service design to help create online experiences’

GREG RANDALL | July 13, 2018 | 120 views

Service design, according to the Nielsen Norman Group, is the act of “designing, aligning, and optimizing an organisation’s operations to support customer journeys”.The successful execution of a service design plan requires three different components to work harmoniously together across the entire business:People. The employees, contractors, vendors, and other service providers. Tools. The diverse list of physical and digital artefacts required by the business to support experiences.  Some examples: ecommerce technology, physical click and collect counters, online chat software, business architecture and/or business system connectivity.  2. Post-purchase. The service design activities that create amazing experiences after the consumer has turned into a customer.  All post-purchase activities start at the moment the consumer has parted with his/her money, right through to the point the consumer receives the product.

Spotlight

LC Waikiki

LC Waikiki’s journey started in France in 1988, continuing after 1997 as a Turkish brand under the umbrella of LC Waikiki Mağazacılık Hizmetleri Ticaret A.Ş.Today LC Waikiki trades in 839 stores in 38 countries, with the company’s philosophy that “Everyone deserves to dress well” enabling people to enjoy accessible fashion through quality products at affordable prices.

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RESTAURANT POS

How POS Solutions Assist Restaurants to Increase their ROI?

Article | September 22, 2022

Introduction The hospitality industry has always been challenging and full of obstacles, such as low-profit margins, high competition, and turnover management, irrespective of the type of restaurant or level of owner experience. However, rapidly changing business dynamics and current conditions have increased these challenges enormously. Changing customer preferences, including high customer service expectations and an emphasis on the sourcing of ingredients and nutrition values, affect the entire operation. Also, the growing importance of reviews and word-of-mouth referrals makes brand management both more crucial and complex. Thus, several restaurant owners are increasingly investing in innovative solutions, such as restaurant POS systems, to improve the consumer experience, empower business owners to manage restaurant operations more efficiently, and increase ROI. Top 5 Ways How Restaurant POS Integration Can Boost ROI Due to the fast-paced nature of the restaurant sector, coupled with ever-changing customer needs, business owners encounter numerous challenges in keeping up with the changes and meeting customer expectations while maintaining perfect control over all aspects of their operations. As restaurant POS systems provide solutions for these challenges while also improving workplace efficiency, automating several tasks, monitoring employee performance, and enhancing security, these systems are gaining massive popularity in the hospitality industry. Out of all the new features that restaurants can get from POS integrations, such as delivery management, accounting, and more, these are the most important ones that help owners get the best return on their investment: Create Data-driven Campaigns Modern POS solutions enable restaurant owners to collect valuable data about their customers, such as their preferred food choices, their addresses, how often they visit the establishment, and others. These actionable insights can be used to create personalized campaigns, increasing their chances of responding to a customized offer and improving ROI. Support Omnichannel Communications and Payments With the advent of e-commerce, food can now be ordered and paid for via multiple channels, including the restaurant's website, third-party applications, the phone, and others. Therefore, it has become essential for restaurant owners to increase contact with their customers. Integrating a restaurant POS system enables owners to facilitate omnichannel communication and payments and discover the optimal way to communicate with consumers, thereby increasing food order flow from both offline and online channels. Improves Customer Relationship As the restaurant sector continues to become more competitive year by year, it is becoming crucial for restaurant owners to improve their relationships with customers. With restaurant POS systems, customers can make the payment using their preferred methods, such as cash, credit or debit card, QR code, UPI, and others. These systems also reduce the time for placing food orders as well as decline the chances of order misplacement. This results in providing better customer service, improving customer relationships, and increasing customer inflow. Streamline Restaurant Operations From front-of-house to back-of-house operations, modern POS technology assists restaurant owners in streamlining various business operations such as inventory control, labor management, payment getaways, and order tracking and delivery, among others. Thereby reducing the overall cost, declining the chances of errors, and improving profit margins. Final Thought Today, POS technology is clearly a necessity for the hospitality industry, irrespective of the type of establishment, such as fine dining, fast food, cloud kitchen, hotels, and others, to enhance restaurant operations, provide a smoother customer experience, and improve ROI. With the introduction of customizable POS solutions and a growing shift towards cashless payments, modern restaurant POS systems are anticipated to transform the ways of food ordering and payment in the forthcoming years.

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RESTAURANT POS

Top 5 Reasons Why Modern Restaurant Needs Integrated POS Solutions

Article | November 11, 2022

Introduction Due to the dynamic nature of the industry and the ever-evolving demands of its customers, restaurant business owners are facing a unique set of challenges. This is compelling them to streamline their operations to meet customers' rising expectations while maintaining perfect control over all aspects of their establishment. In addition, emerging innovative technology solutions are rapidly changing the world of payment systems, and the restaurant industry is the best example of it. Today, opening a restaurant is more than just serving food and making money. It is about providing a memorable experience to the customers and retaining them. As a robust restaurant point-of-sale (POS) solution assist in delivering a better customer experience, pacing up the ordering process, and managing inventory, among others, it is gaining huge popularity in the sector. Why Does Restaurant Need to Invest in Modern POS Systems Today? As the trends of online food ordering at dine-in and competition in the hospitality industry continue to deepen, it is becoming imperative for restaurant owners to efficiently manage the point of sale for their eatery. Also, the growing need for faster customer food service, efficient employee scheduling, and effective inventory management is encouraging business owners to adopt innovative restaurant technologies, such as restaurant POS systems. Here are some of the main reasons restaurants should integrate modern POS solutions. Effective Ordering Processes The ordering process, being the nerve center for restaurants, is one such aspect that needs serious attention. As food ordering processes that take a long time can significantly hamper the customer experience and satisfaction, owners of food establishments are aiming at leveraging novel restaurant POS systems to streamline and ease the food ordering processes. Increase Cash Flow Optimum cash flow is the backbone of any business. If restaurants are unable to maintain enough cash flow, they will have difficulties staying in business in the long run. Since restaurants are able to serve more customers per hour with fast-paced POS technology, allowing for greater sales and increased cash flow, business owners are aiming to deploy these modern POS solutions. Organize and Track Profit and Loss Keeping an accurate track of the income and expenses is of great importance for understanding the financial position of the eatery and creating an effective strategy to increase its revenue. A POS system can assist business owners in preparing a settlement at the end of each day, week, and month, keeping track of the ROI, and organizing profit and loss. Offer Security to Customers Customers or guests are increasingly using various cashless modes for transactions, such as credit cards, online banking, and others, for making payments. With increasing instances of customer data theft, guests are increasingly concerned about their data privacy and payment credentials. Hence, several food establishments are emphasizing embracing restaurant POS software to offer enhanced security to customers. Build Customer Database In today's highly competitive world, engaging and retaining customers is crucial for the success of businesses, especially in the restaurant industry. As the latest POS solutions aid restaurants in enhancing customer communications and loyalty, along with improving customer relationship management by building a customer database, these solutions are increasingly being sought in the sector. The Ending Thought With the emergence of innovative trends in the hospitality industry and the ever-changing needs of customers, it is becoming difficult for restaurant owners to keep the customers happy and build credibility in the long run. Since modern restaurant POS systems with advanced integrated technologies, such as artificial intelligence, can assist these restaurants in overcoming these obstacles along with providing numerous advantages, including cost reduction and increased ROI, these systems are anticipated to become a necessity for restaurants in the coming years.

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RESTAURANT POS

Retail ,Wholesale Trade,Ecommerce,Retail,E-commerce,point of sale.

Article | July 20, 2022

Last July, a small group representing the giants of the tech industry gathered in the seat of US government, Washington DC. They probably didn’t want to be there. Congress had summoned their employers Apple, Facebook, Google, and Amazon to answer questions about the command they hold over the markets they operate in. On Amazon’s behalf, associate general counsel Nate Sutton spoke in defense of his employer’s role in US retail. Throughout, he argued that Amazon isn’t so powerful as to be able to control prices and stifle competition. Amazon, he pointed out, makes up less than 1% of retail globally. In the US, it accounts for around 4% of retail. In fact, Walmart is much larger than Amazon, he said. In terms of sales, Sutton is right. Walmart reported $510 billion in total sales across its US and international segments in the 2019 fiscal year, versus Amazon’s $233 billion in roughly the same period.

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How SMEs can emulate the success of Amazon through ecommerce personalization

Article | February 10, 2020

Whatever your feelings are towards Amazon, there is no denying that they have revolutionised ecommerce and now set the bar for the personalised experience of users when it comes to online shopping. So much so that it was recently reported that they have more than a 30% share of the UK’s ecommerce market. With statistics like this, it may feel like it is impossible to compete, especially as Amazon has huge tech and marketing budgets at its disposal. However, all is not lost. It is possible for SMEs to learn from the forerunner and implement some of their most successful techniques, with regards to their use of ecommerce personalisation and AI, to increase sales cost effectively.

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Spotlight

LC Waikiki

LC Waikiki’s journey started in France in 1988, continuing after 1997 as a Turkish brand under the umbrella of LC Waikiki Mağazacılık Hizmetleri Ticaret A.Ş.Today LC Waikiki trades in 839 stores in 38 countries, with the company’s philosophy that “Everyone deserves to dress well” enabling people to enjoy accessible fashion through quality products at affordable prices.

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Will AI really move the needle for retailers?

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Imagine this: A customer needs something to wear for a special occasion, so they come into your store. You’ve hired plenty of associates, but they just stand there, waiting for the customer to come to them. The customer has a question about sizing and finally seek out an associate who then provides the response “Sure! Wait time is approximately ten minutes”. The customer is left alone again. As a retail owner or manager, you’d be completely bewildered, right? Unfortunately, this is exactly what happens every day to customers who shop online. We go on a website in search of something, but often struggle to find what we need and either move on or end up ordering the wrong item. AI-powered chatbots have made this experience better, offering answers to frequently asked questions and helping route customers to the right agent when necessary. These bots are helping save the customer from walking away, but yet the shopping experience is still pretty impersonal.

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Sports retailers struggle with systemic culture problems

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The world of sports retail has not been quiet this year. The trouble arguably started in February, when former Lululemon CEO Laurent Potdevin resigned from his position following claims of misconduct. Things got worse for the sector from there. Nike was the next athletics retailer to come under scrutiny with the departure of Trevor Edwards. The then-Nike brand president was widely viewed as a potential successor to CEO Mark Parker, and his ousting served as a catalyst for a mass exodus of leadership at the company. The reexamination of corporate culture at Nike stretched out over the intervening months, leading to higher salaries for some employees, promotions for others and a lawsuit which alleged that gender discrimination issues at Nike are more systemic than just a few instances.

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Imagine this: A customer needs something to wear for a special occasion, so they come into your store. You’ve hired plenty of associates, but they just stand there, waiting for the customer to come to them. The customer has a question about sizing and finally seek out an associate who then provides the response “Sure! Wait time is approximately ten minutes”. The customer is left alone again. As a retail owner or manager, you’d be completely bewildered, right? Unfortunately, this is exactly what happens every day to customers who shop online. We go on a website in search of something, but often struggle to find what we need and either move on or end up ordering the wrong item. AI-powered chatbots have made this experience better, offering answers to frequently asked questions and helping route customers to the right agent when necessary. These bots are helping save the customer from walking away, but yet the shopping experience is still pretty impersonal.

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Sports retailers struggle with systemic culture problems

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The world of sports retail has not been quiet this year. The trouble arguably started in February, when former Lululemon CEO Laurent Potdevin resigned from his position following claims of misconduct. Things got worse for the sector from there. Nike was the next athletics retailer to come under scrutiny with the departure of Trevor Edwards. The then-Nike brand president was widely viewed as a potential successor to CEO Mark Parker, and his ousting served as a catalyst for a mass exodus of leadership at the company. The reexamination of corporate culture at Nike stretched out over the intervening months, leading to higher salaries for some employees, promotions for others and a lawsuit which alleged that gender discrimination issues at Nike are more systemic than just a few instances.

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Retailers lure shoppers with in-store holiday experiences

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Remember when Black Friday shopping didn't start until the day after Thanksgiving? Or how consumers had to get up that day at dawn o'thirty to trek down to their favorite store because that was the only way to get the best deals of the season? Online shopping has made in-person holiday shopping less of a necessity, as consumers can now search for the best holiday deals 24/7, while still in their pajamas. But brick-and-mortar stores want to bring back the good old days of having consumers actually venture into the stores, and there's no better time for that than the upcoming holidays. With record numbers of holiday dollars expected to be spent online according to some estimates, this isn't an easy ask. Brick-and-mortar retailers are searching for ways to offer benefits that online stores can't. Competing on price isn't a successful long-term strategy, and offering personalized services may not be enough. Retailers are looking at new ways to connect with consumers, by creating experiences.

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