領(lǐng)先的便利店正在使用數(shù)字解決方案為購(gòu)物者提供更便捷的履行服務(wù)，包括得來(lái)速、送貨、路邊和移動(dòng)訂單取貨，從而提高客戶滿意度和保留率，并擴(kuò)大購(gòu)物籃規(guī)模。忠誠(chéng)度計(jì)劃和應(yīng)用程序提供高級(jí)訂購(gòu)選項(xiàng)、個(gè)性化和完全非接觸式的客戶體驗(yàn)。
這些新服務(wù)和技術(shù)使便利店顧客能夠按照他們想要的方式購(gòu)物。這是關(guān)鍵，因?yàn)榉⻊?wù)速度和等待時(shí)間仍然是消費(fèi)者的首要任務(wù)。Bluedot 的 2022 年假日購(gòu)物習(xí)慣報(bào)告發(fā)現(xiàn)，十分之六的購(gòu)物者更喜歡自助服務(wù)而不是員工協(xié)助，這主要是由于速度。這使得自助服務(wù)亭（如三星 Windows 一體機(jī)信息亭）在便利店和快餐店特別有用，因?yàn)樗试S客戶在自己的時(shí)間瀏覽、選擇和購(gòu)買商品，而無(wú)需銷售助理。
數(shù)字標(biāo)牌在促進(jìn)更快的客戶體驗(yàn)方面發(fā)揮著關(guān)鍵作用，無(wú)論是單獨(dú)懸掛還是集成到自助服務(wù)終端中。例如，在加油站的加油站和帳篷中，戶外直視 LED 屏幕（如三星 XPR 系列）可以歡迎司機(jī)進(jìn)入前院，然后通過(guò)充滿活力的圖像和信息將他們引導(dǎo)到車內(nèi)或得來(lái)速。以下是數(shù)字標(biāo)牌增強(qiáng)客戶旅程的其他方式。
使用數(shù)字標(biāo)牌引導(dǎo)客戶旅程
說(shuō)到得來(lái)速服務(wù)，速度是游戲的名稱。在Bluedot調(diào)查的顧客中，85%的人表示，如果得來(lái)速線路太長(zhǎng)，他們會(huì)離開(kāi)商店。但多長(zhǎng)時(shí)間才算太長(zhǎng)？根據(jù)消費(fèi)者的說(shuō)法，在得來(lái)速的可接受等待時(shí)間為 6 分鐘或更短。Bluedot還發(fā)現(xiàn)，任何更長(zhǎng)的時(shí)間都可能驅(qū)使他們?nèi)テ渌髽I(yè)，如果快餐店排長(zhǎng)隊(duì)，十分之六的人會(huì)考慮在咖啡連鎖店購(gòu)買食物。
Leading convenience stores are using digital solutions to provide shoppers with more convenient fulfillment services, including drive-thru, delivery, curbside and mobile order pickup — increasing customer satisfaction and retention, as well as their basket size. Loyalty programs and apps offer advanced ordering options, personalization and a fully contactless customer experience.
These new services and technologies allow convenience store customers to shop how they want to shop. This is key, since service speed and wait time remain top priorities for consumers. Bluedot’s 2022 Holiday Shopping Habit report found that 6 out of 10 shoppers prefer self-service to staff assistance, largely due to speed. That makes self-service kiosks, such as Samsung Windows All-In-One Kiosk, particularly useful at convenience stores and QSRs by allowing customers to browse, select and purchase items in their own time, with no need for sales assistants.
Digital signage plays a key role in fostering a faster customer experience, whether hanging on their own or integrated into kiosks. At gas station pumps and marquees, for instance, outdoor direct view LED screens, such as Samsung XPR series, can welcome drivers onto the forecourt, and then direct them inside or to the drive-thru with vibrant imagery and messaging. Here are other ways digital signage enhances the customer journey.
Guiding the customer journey with digital signage
When it comes to drive-thru service, speed is the name of the game. Among customers surveyed by Bluedot, 85% said they’ll leave a store if the drive-thru line is too long. But how long is too long? According to consumers, an acceptable wait time at a drive-thru is 6 minutes or less. Anything longer may drive them to other businesses, and 6 in 10 will consider buying food at a coffee chain if fast food drive-thrus have a long line, Bluedot also found.
