Drain, David Presentation 1 27 09

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  • 1. Innovating the Self-Service Model by Adopting and Implementing Best Field Practices David Drain Executive Director Digital Signage Association Self-Service & Kiosk Association January 27, 2009
  • 2. Media (Online, Email, Print) Strategic Partners WINCOR WORLD Associations Events
  • 3. Promoting the successful deployment of self-service around the world PARTIAL LIST OF VENDOR MEMBERS
  • 4. Promoting the successful deployment of self-service around the world PARTIAL LIST OF DEPLOYER MEMBERS
  • 5. The modern consumer
    • Hates long lines
    • Wants information, choice
    • Wants to save time
    • Looking for products tailor made to needs & desires
    • Wants to control the experience
    • … otherwise will take business elsewhere
  • 6. “ I never perfected an invention that I did not think about in terms of the service it might give others…I find out what the world needs, then I proceed to invent.” - Thomas Edison
  • 7. Don’t start with technology
    • “ If you’re thinking you can deploy kiosks, digital signage, or any other customer experience technology by choosing a kiosk enclosure, a plasma screen, or a web site to leverage, stop! Technologies are important - extremely important - but they are only a part of the solution.
    •  
    • To create powerful customer experiences, you need to start by understanding your customers. ”
    Brian Ardinger, Nanonation
  • 8.  
  • 9. Advice from Redbox
  • 10. Avoid the top five mistakes of kiosk deployment
    • Failing to present a truly compelling offer to the customer
    • Relying on intangibles for an attractive ROI
    • Failing to differentiate between the pilot stage and the scaling stage
    • Failing to realize that the first attempt will be flawed
    • Building the Taj Mahal and placing it next to the janitor’s closet
    Source: “Top Five Mistakes of Kiosk Deployment,” by Gregg Kaplan, CEO, Redbox
  • 11. Gaining kiosk acceptance
    • Customer and employee buy-in
    • Focus groups and surveys
    • Effective branding and integration
    • Provide a great experience
    • Consider using a “concierge” at first
  • 12. Graphical User Interface
  • 13. Graphical User Interface
  • 14. Graphical User Interface
  • 15. Overwhelming number of choices
    • Audio
    • Barcode Readers
    • Cables
    • Card Readers/Writers
    • Cash Acceptors & Dispensers
    • Check Readers (MICR)
    • Communication - Networking, Wireless
    • Computers - Desktop, Laptop, Industrial, Thin, Panel, Embedded
    • Connectivity
    • Contactless Payments
    • Cooling Systems
    • Debit/Credit/Smart Cards
    • Design
    • Digital Signage
    • Enclosures
    • Equipment Leasing and Rental
    • Graphic Production
    • Hardware
    • Input Devices - Trackballs, Joysticks, TouchPads, Stylus
    • Installation
    • Insurance
    • Integration
    • Internet Access
    • Keyboards/Keypads
    • Logistics, Deployment, Delivery
    • Maintenance & Service Management Systems
    • Outdoor Kiosks
    • Paper Supplies
    • Power Supply
    • Printers
    • Programmers & Application Developers
    • Remote Monitoring & Management
    • RFID
    • Satellite Services
    • Scanners
    • Security & Biometric Identification
    • Software - Linux/UNIX, middleware, Mac, OS, Multimedia
    • Speakers
    • Surge Protection
    • Touch Screens
    • Transaction Processing
    • Video - Players, Cards, etc.
  • 16. Resources
    • Total solution / turn-key providers (integrators)
    • Distributors / manufacturers’ representatives
    • Consultants
    • Websites, publications, shows and directories
  • 17. Tips on requesting quotes
    • Be as specific as you possibly can
    • Clearly state the intent of the project
    • Think of all the possible technologies you might need
    • If you have a Request for Proposal (RFP) document, provide instructions on how to receive and respond to it
  • 18. Questions?
  • 19. Thank you! David Drain Executive Director Self-Service & Kiosk Association [email_address] www.selfservice.org