Customer-Centric Measurement

Integrated Solutions for Retailers,  December 2005

In recent years retailers have primarily focused on achieving efficiencies and lowering costs through integrated supply chain management and operational focus. However, while improving processes and driving down costs, retailers must remain competitive by delivering the products, shopping experience, and service that the shopper values. Read the entire article

Using Technology To Improve Efficiency

Credit Union National Association, November 2005

New branches can be designed to use technology to reduce wait times, decrease staffing requirements, increase member satisfaction, introduce members to self-service options, reduce the area of the branch allocated to transactions, and meet other goals.
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Study Store Traffic

Integrated Solutions For Retailers, October 2005

How fast are your customers navigating your stores? How much time are they spending there, and where within the store are they spending that time? How easy do they find it to get around your stores efficiently? Many retailers desire a better understanding of customer shopping patterns in an effort to improve the customer experience. Companies like Brickstream offer tailored solutions that solve the mystery of consumers' time spent in stores.
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Customer Interaction Technologies: The New View of Customer Relationship Management

BankersOnline.com, October 2005

Originally designed as a single application platform used to manage sales contact databases and business processes, the goals and definition of customer relationship management (CRM) have changed dramatically.
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How Not to Keep The Customer Waiting

Banking Strategies, September 2005

Customers at a few banks in the U.S. and U.K. are now being watched in ways they may have never imagined. Video cameras track their every move, from front door to information kiosk to teller desk, noting where they turn and look around, where they stop in confusion and how long they wait in line.
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Bank Queue Times Slashed in Portsmouth

LloydsTSB press release, July 2005

New customer monitoring technology called Brickstream being tested in the Commercial Road Lloyds TSB branch in Portsmouth has helped to cut customer queuing times by 14 per cent with 69 per cent of customers now being served in under two minutes.
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Fast, Handy, Reliable = Great Branch Experience

CUNA Executive Newsletter, July 2005

"Construction of brick-and-mortar branches and smaller locations in retail outlets has picked up," says CUNA's 2005-2006 Credit Union Environmental Scan (E-Scan) Report.
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Think 'inside the box' to improve member experiences

CUNA Magazine, July 2005

Credit unions are finding new ways to think "inside the box" when designing brick-and-mortar branches.
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Retailing, the High-Tech Way

BusinessWeek Online, July 2005

From in-store cameras to data-mining loyalty-card use and beyond, retailers are depending more and more on technology to boost sales.
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Early Six Sigma Retailing Quotient Results: Sad, but Improvement Opportunities Abound

AMR Alert , June 2005

In 2004, AMR Research introduced the Six Sigma Retailing Quotient (SSRQ), the Retail industry’s first comprehensive assessment model for evaluating store operations maturity (see the AMR Research Report “The Six Sigma Retailing Quotient: Measuring Store Operations Effectiveness,” July 2004).
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