BOSTON, MA--(Marketwire - August 7, 2007) - The recent research report "Killer Kiosks:
Redefining the Customer Experience Through Self-Service," published by
Aberdeen, a Harte-Hanks Company (
NYSE:
HHS), surveyed more than 260
companies to reveal that 88% of Best-in-Class companies reported improved
customer satisfaction performance and 63% reported improvement in customer
conversion rates since kiosk adoption.
Customer service interaction and brand differentiation are the top factors
driving kiosk adoption. Aberdeen has identified Self Pay, Self Order, and
Self Help are the three primary kiosk types available for adoption to
improve customer experiences. Specifically, more than half (56%) of
Best-in-Class companies are enhancing the self service customer touch
points through a collaborative process of store operations workflow
planning and kiosks.
"Best-in-Class companies are experiencing bottomline benefits by aligning
service touch points with kiosks. These companies are constantly evaluating
service touch points and the level of service automation required to
improve customer experience and selling strategies," says Sahir Anand,
Retail Analyst, Aberdeen. "A fundamental step is to identify whether a
kiosk is a beneficial step towards customer centricity, topline sales, and
bottomline profitability. Average and Laggard companies must ensure
scalability of self service solutions by assessing the suitability of a
self service kiosk application from a robust hardware, secure operating
system, and easier customer interface standpoint," says Anand.
Ultimately, the primary objective for most companies is to improve revenue
by exceeding customer expectations. Results show that 47% of the companies
surveyed have attained ROI within 3 years of deployment. As this Aberdeen
research shows, kiosks are a means to meet that goal and offer customers
the ability to be in control of their service experience.
This report is made available due in part by the following underwriters:
Microsoft, Telsource and Infonox. To obtain a complimentary copy of the
report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=4128
About Aberdeen Group, a Harte-Hanks Company
Aberdeen is a leading provider of fact-based research and market
intelligence that delivers demonstrable results. Having benchmarked more
than 30,000 companies in the past two years, Aberdeen is uniquely
positioned to educate users to action: driving market awareness, creating
demand, enabling sales, and delivering meaningful return-on-investment
analysis. As the trusted advisor to the global technology markets,
corporations turn to Aberdeen™ for insights that drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information - Opportunity - Insight - Engagement -
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen
http://www.aberdeen.com or call (617) 723-7890, or to learn more
about Harte-Hanks, call (800) 456-9748 or go to
http://www.harte-hanks.com.
© 2007 Aberdeen Group, Inc., a Harte-Hanks Company
260 Franklin Street
Boston, Massachusetts 02110-3112
Telephone: (617) 723-7890
Fax: (617) 723-7897
www.aberdeen.com
Contact Information: Media Contact:
Sahir Anand
Aberdeen Harte-Hanks
(617) 854-5271
Sahir.Anand@aberdeen.com