領先的便利店正在使用數字解決方案為購物者提供更便捷的履行服務，包括得來速、送貨、路邊和移動訂單取貨，從而提高客戶滿意度和保留率，并擴大購物籃規模。忠誠度計劃和應用程序提供高級訂購選項、個性化和完全非接觸式的客戶體驗。
這些新服務和技術使便利店顧客能夠按照他們想要的方式購物。這是關鍵，因為服務速度和等待時間仍然是消費者的首要任務。Bluedot 的 2022 年假日購物習慣報告發現，十分之六的購物者更喜歡自助服務而不是員工協助，這主要是由于速度。這使得自助服務亭（如三星 Windows 一體機信息亭）在便利店和快餐店特別有用，因為它允許客戶在自己的時間瀏覽、選擇和購買商品，而無需銷售助理。
數字標牌在促進更快的客戶體驗方面發揮著關鍵作用，無論是單獨懸掛還是集成到自助服務終端中。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）可以歡迎司機進入前院，然后通過充滿活力的圖像和信息將他們引導到車內或得來速。以下是數字標牌增強客戶旅程的其他方式。
使用數字標牌引導客戶旅程
說到得來速服務，速度是游戲的名稱。在Bluedot調查的顧客中，85%的人表示，如果得來速線路太長，他們會離開商店。但多長時間才算太長？根據消費者的說法，在得來速的可接受等待時間為 6 分鐘或更短。Bluedot還發現，任何更長的時間都可能驅使他們去其他企業，如果快餐店排長隊，十分之六的人會考慮在咖啡連鎖店購買食物。
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.
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