MARKETING/SOCIAL MEDIA

Survey results show shopper frustration with self-service checkouts

BY Dan Berthiaume

Bay Shore, N.Y. – One-in-three shoppers have walked out of a store without buying the goods they intended to because of a bad experience with a self-service checkout, according to a new survey from queue management company Tensator. With 84% of respondents admitting to needing staff assistance when using a self-service, nearly 60% of customers actually prefer using more traditional staffed checkouts, the company said.

Other survey findings include:

  • Over 40% of respondents cited technical glitches as the most annoying aspect of self-service checkout.
  • More than half of the shoppers questioned believe that the transaction time at self-service tills is actually slower than manned checkouts.
  • Over 50% of consumers complained that they weren’t sure where the queue started at self-service payment points.

“This research makes very interesting reading against the backdrop of growing online retail sales, where queuing and the checkout experience is so different,” said Cathy Barnes, professor of retail innovation at Leeds Metropolitan University. “Shops need to pay increasing attention to the experience they provide in store to ensure they do not drive consumers away to competitors or other channels. The results show that there is significant dissatisfaction with both queuing and current self-service till systems and there is a real opportunity for innovation in this area.”

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MARKETING/SOCIAL MEDIA

Famous Footwear introduces mobile app

BY Dan Berthiaume

St. Louis – Famous Footwear free app for iPhone and Android. The new app offers shoppers instant access to savings they can earn through Famous Footwear’s Rewards program, as well as exclusive mobile discounts and offers. The app allows users to plan, shop and track their purchases, and redeem their Rewards points from their mobile device.

Features include a digital wallet that automatically stores and tracks reward points for instant access, exclusive mobile savings, and purchase tracking. Users can also have access to Twitter, Instagram and blog content and save items for future purchase.
“Famous Footwear’s app gives mobile shoppers easy, convenient access to the shoe styles and brands that fit their lifestyles,” said Will Smith, chief marketing officer of Famous Footwear parent Brown Shoe Retail. “We’ve designed it to make shopping, sharing and saving, as well as earning and redeeming rewards, as immediate as today’s mobile shoppers expect.”

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REAL ESTATE

Bon-Ton opens Carson’s Clearance Center

BY Dan Berthiaume

York, Pa. — The Bon-Ton Stores, Inc. will open a 21,000-sq.-ft. Carson’s Store Clearance Center located at The Landings Shopping Center in Lansing, Ill., on Oct. 19. Bon-Ton operates 272 department stores, which includes 10 furniture galleries, in 25 states in the Northeast, Midwest and upper Great Plains under the Bon-Ton, Bergner’s, Boston Store, Carson’s, Elder-Beerman, Herberger’s and Younkers nameplates.

“We are pleased to announce the opening of our free-standing clearance center in the Lansing area. The store will feature a wide-assortment of clearance merchandise from women’s, men’s and children’s apparel, shoes, handbags and home items, all offered at terrific values,” said Brendan Hoffman, president and CEO, Bon-Ton. “We believe consumers in the area will appreciate this new addition to the Carson’s shopping experience.”

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