April 14, 2010

Where Do I Start?Kiosks & Interactive Self Service 101

Ronald L. BowersSVP Business DevelopmentFrank Mayer & Associates, Inc.

www.frankmayer.com

Agenda

Overview

General Overview of the Industry – Research data, Who’s doing what, Future projections

Defining Business Goals & Customer Experience – Qualifying the Reason for Deployment

Understanding the value proposition for Retailer, Brand Marketer, and the Customer

What to Consider – Hardware, Software, Services, Deployment and Marketing

Identifying Technology benefits – Kiosks, Digital Signage, Handhelds, etc.

Determining your goals – While Attending Self-Service Expo – and How to Accomplish Them!

Consider These Research Statistics:

97% increase in Kiosk installations from 2006 to 2009

• 39% increase in 2007 alone

39% of customers prefer Kiosks to reduce wait times

• 44% frustrated by lack of employees to help

71% of 18 to 24 year olds prefer Self-Service

• 64% of 24 to 35 year olds prefer Self-Service

12% increase in store sales by retailers using Kiosks

• 42% will choose stores because Kiosk’s are available

75% of purchase decisions made in the store

900,000 Kiosks installed by 2007

• 1,200,000 Kiosks by 2009

• 3,400,000 Kiosks by 2015 projected

Providing Custom Retail Kiosk Solutions For Over 30 Years

Future Projections: Define Success to You & Then Measure It!

An Introduction to Interactive Self-Service at Retail

Your opportunity to secure your objectives and formulate a successful interactive display strategy.

What is your retail channel?

What is important to the consumer experience?

How will a self-service experience impact your brand at retail?

Define all objectives

Business owner (store owner, franchiser)

Customer/consumer (person using the kiosk)

Shareholders (corporate impact, image)

Retail partners (products marketed in store)

Consider all technologies

Kiosks

Digital Signage

Handhelds

Displays / Signage

Create a Business Model

Use a “blended” approach

One size does not fit all

Consider different technologies

Customize your approach

Have You Really Determined Your Goals & Objectives

“Its Not the Shoes!”

“Its Not the Technology!!”

What are your reasons for deployment?

Deploying a successful retail self-service kiosk

program can be a very complicated and daunting

business strategy if not executed correctly.

Therefore, it is critical to start any project with a

detailed Needs Assessment Discussion and a

thorough Due Diligence process for determining a

successful ROI and proper lifespan for the kiosks.

Insure that a detailed functional requirement

document has been developed and embodies the

vision you have as a deployer for your project and

that your deployment Team understands your

vision and insures it is a measurable success.

Sales Increase Competition Brand Loyalty

Improved Customer Service

Product Introduction

and Trial

Have You Really Determined Your Goals & Objectives

Where will your business benefit?

Better Retail Placement

Better Product Information for Customer

Real-time Retail Performance Feedback

How will this benefit Consumer, Retailer, and Brand Marketer?

Product Knowledge Information

Brand Trial & Loyalty

Convenient Customer Service

Reduce Retailer Overhead Costs to Sales

Does Your Business Model Support the Pyramid Principle?

Are all three players gaining benefits?

Short term – Long term

Scalable

Are you considering the total picture?

Interactive Kiosks

Digital Signage

Handhelds

Flash Media Shelf Systems

Point-of-Purchase Displays

Signage

Build your solution to your needs

Customer

Retailer BrandMarketer

= =

=

Success Requires an Integrated Marketing Solution

Software & Content Development

Component Hardware

Channel Integration

Installation

Health & Heartbeat Monitoring

Real-Time Retail Performance Feedback

Updating a Scalable Solution

Retail Placement & Support Signage

Service and Maintenance

Hardware

Kiosks

Digital Signage

Software

Application Providers

Monitoring Services

What to Consider

Components

Displays, Computers, Printers, Keyboards

Allows you to “roll your own”

Services

Installation

On-Site service

Success Points of Differentiation

Needs Assessment Discussion and a thorough Due Diligence process for determining a successful ROI and proper life span for the kiosks.

Insure that a detailed functional requirement document has been developed and embodies the vision you have for your project, and that your deployment Team understands your vision and insures it is a measurable success.

Does the program complement brand marketing & media advertising?

Does the consumer see continuity of brand purpose at retail?

Is there a focused “Call to Action”?

Can the consumer intuitively navigate to product purchase?

Does the self service system aid and complement retail associate interaction?

How to Approach This Self-Service Expo to Your Benefit

Be Software, Hardware & Service Agnostic

Focus on Your Marketing Objectives

Branding

Design

Presence at retail

Convenience

“Call-to-action”

Experienced Team Approach

Consider the customer

Pre-Marketing

Make it easy, intuitive

Signage, displays

Location, Location, Location

Consider the employee

Get them on your side

Make them part of the process

Things NOT to forget

Consider the sustainability

Improvements will be made

No deployment is perfect, be prepared

New content needs to be updated

…Where to begin – Your business plan

…What to look at – Components that will support

your business plan

…How to stay focused – Consider an integrated

solution with your business plan goals in mind

Zooming In…

Ronald L. BowersSVP Business Development

Frank Mayer & Associates, Inc.

1975 Wisconsin Ave.Grafton, WI 53024-2605

(800) 225-3987

ron.bowers@frankmayer.comwww.frankmayer.com