Retailers: Self-Service Must Deliver Customer Service Basics In-Store

ID Number: G00167698

14 May 2009

Mim Burt Gale Daikoku

Striking the optimum balance between the goals of both cost-efficiency and excellent delivery of in-store customer service basics will help retailers gain the highest returns over time.

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Table of Contents

Analysis

1.0

The Current State of Retail Self-Service

1.1

Self-Service Applications in the Market

2.0

The Importance of Self-Service in the Store

2.1

The Customer In-Store Basics and Self-Service

3.0

Key Take-Aways

3.1		Customers Prefer to Use Self-Service for Informational Rather Than Transactional Tasks
3.2		A Relatively Small Percentage of Customers in the Survey Wanted to Use Their Mobile Phones During the In-Store Shopping Process

4.0

Self-Service Application Functionality Supporting Customer Service Basics During the In-Store Process

5.0

Recommendations for In-Store Self-Service Investment

Recommended Reading

List of Tables

	Table 1.	Self-Service Application Functionality Supporting the In-Store Customer Basics

List of Figures

	Figure 1.	Retail Technology Hype Cycle, 2008

	Figure 2.	Preferences for Informational and Transactional Tasks in the Shopping Process

Customer Service and Support
Store Operations

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Resource Id: 979812