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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

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