PoS Can Boost Customer Service
14 August 2009
Leading global retailers are investing in point of sale systems and processes as a way to boost store performance while at the same time reducing POS total cost of ownership, says a recent report by The Aberdeen Group. 66% of top performing retailers are using POS as a marketing tool to improve customer service. These retailers will look at modular improvements, deployment, and ongoing service costs as the key criteria for POS upgrades.They are being driven by the ongoing impact of the recession.
73% of retailers rate themselves below, or at best below average, on their current point-of-service or point-of-sale (POS) capabilities, according to the Aberdeen Group report POS to Profits: Reviving Best-in-Class Sales and Service in Retail Stores. The research details the business benefits derived from upgraded POS performance and cost optimisation; notably data management, help desk support, feedback management, rapid response and ongoing software management.
Besides rapid configuration and integration with other systems, one of the ways to justify continued spend on PoS is to convert it into a marketing tool that increases customer traffic into stores”, said Sahir Anand, chief author and retail research director, Aberdeen.
‘It’s clear that leading retailers recognise that giving their customers better service is key to competing in this recession and improvements made at the point of sale are generally practical, affordable and visible”, said Colin Bain, Managing Director, K3.
You can obtain a free complimentary copy of the report here.
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