A Retail Checkout Line isn't for the Fainthearted

The retail checkout line is a critical aspect in a shopper's experience.  Some might think the consumer's "sale" is already finished when they enter a checkout line -- with just paperwork to be completed.

In reality, the sale could very well be lost just because of the checkout line!  There's always the chance of a consumer balking and reneging. And, if not this particular sale, future sales are at risk.

Perry Kuklin, writing in Business2Community, mentions a retail study indicating 38% of customers would consider not returning to a location with long or badly managed checkout lines; 81% will tell others, he says, about an unpleasant checkout line experience.

QuikLine: Call-forward Queue Management

And, when someone says "tell" others, we're no longer talking about one-on-one conversations, there's are all sorts of social media conversations available and ready to listen!

For retailers, the entire selling cycle needs to be completed -- from marketing to selection to actual purchase -- for the retailer and consumer to achieve success.  As a result, Queue Management becomes essential with customer wait time and experience critical.

Queue management technologies are available to assist in processing shoppers in a consistent and "fair" manner -- and they'll positively influence customer satisfaction as well as profitability.

Take a look at CPS' QuikLine system installed in Chicago -- shoppers are notified when a free register is available and directed by both signage and audio.  And, there's the ability to display automated marketing messages, as well.

QuikLine is an example of call-forward queueing which successfully manages customer throughput in the store and reduces register staff waiting.  Each successive customer is guided to an open register based upon either POS integration (that is, signals from the cash register process itself) or cashier notifications.  This checkout process is regarded as fair and efficient -- increasing the shopper's customer satisfaction!

Memorial Day 2015: Honor and Remember

Memorial Day has been set aside as a day for all of us to remember the sacrifices made for our country by our military and to honor their memories.

Korean War Memorial -- Washington DC

Traditionally, here at CPS, we recognize and thank members of the CPS family who have served our country:

Bob Strickland, US Air Force

Bob's father, Robert Musa (US Marines, retired)
Chris and Dave's father, Michael Lott (US Navy, retired)
Michele's father, Robert DuBois (US Air Force)
Michelle's husband, Jerry Stone (US Navy)
Sean's father, Chris Miyazaki (US Air Force, retired)
Troy's brother, John (US Air Force)
Zoe's father, Charles Miller and brother, Wilson Miller (US Army)

Have you read that 50% of today's high school-age youth aren't aware of World War II?

We suggest taking the time to encourage friends and family to remember -- with a bbq, picnic, visit to a memorial park or concert, joining a parade or race.  Here in Sacramento, some of us will be joining family members at the Aerojet Wounded Veteran Run  to honor and remember family and community members. Join us -- or participate in your community!!

Mobility: What Benefits Are Available for Construction Operations

Did you see last week's blog highlighting the value of mobility tools to the construction industry?

Nile Lars suggested, in an Insights.Wired article, that mobility solutions add real value to the construction process.  Generally, construction-related businesses are managing multiple projects, in a variety of locations, with most staff working remote -- and all participants have a need to communicate status, results and financials.  Depending on the project, you might also want to add in vendors to the mix, as well.

FieldCollaborate Mobile:  Anywhere/anytime schedule access

Lars suggests several key benefits available throughout the entire construction life cycle:

-- Improved communications as mobility keeps the field and corporate office connected.  Easy sharing of data and images as everyone has anywhere/anytime access.

-- Better workflow processes as a result of real time data.  Field managers, for example, can indicate a task has been completed and approved for payment and, using mobile devices and an integrated system, accounting can issue payment.

-- Increased productivity.  Think improved efficiency, no more double data entry, missed phone calls, lost faxes and the like!

-- Ability to integrate systems and outside staff. Now that field managers and corporate staff have anywhere/anytime access to data, why not offer access to your vendors?

And, mobile tablets and smart phones offer the ability to go beyond data: field managers, for example, can capture onsite images, videos and audios to back-up activities onsite as well as distribute to corporate staff.  Document sharing is becoming more and more popular, as well.

Mobility enables  field staff  and vendors to be active participants throughout the enterprise -- saving time, enhancing communications and strengthening workflow processes.

Mobility: Optimizing Construction Operations, Offering a Strong ROI

Are you a Wired Insights reader? This innovation-centric site is designed to focus discussion on the next generation of business tech.  Recent articles focus on the evolution of cloud-based computing, wearable technology, the gap in professional skills in today's college graduates -- quite a range!

FieldCollaborate: Mobility means Anywhere/Anytime access!

Back in February 2015, Nile Lars published Why Mobility Has A Great Significance in the Construction Industry to suggest that -- despite the dollar value associated with construction projects-- there's still a significant amount of inefficiency in the construction cycle whether you're looking at mass transportation projects or new home construction.

Lars suggests mobility solutions add significant value to construction projects.  Effective use of mobile solutions, according to Lars, optimizes operations and provides a strong ROI.

Where's the real "bang for the buck" when evaluating mobility? Accessing back office data from anywhere -- in real time.  

We'll talk about specific benefits in another article; talk to us about FieldCollaborate and the Mobile component available for both iOS and Android tablets and smart phones.  Grab the Mobility efficiencies and positive ROI  for your organization!

Move-in/Monthly Payment Calcs: Gain the Rent vs. Buy Information Edge

There's a great sales agent takeaway in a recent BuilderOnline article: the monthly house payment on a median-priced home is more affordable than the monthly fair market rent on a 3-bedroom property (in 76% of the US counties included in the study).

Put rent vs. buy information in your agent's hands!

Are you sales agents trained and capable of taking this important piece of information and making it an effective part of their sales presentation to potential buyers?

Training: we'll leave that up to you and the many well-qualified sales trainers.

Capable of taking this data and displaying it in a meaningful way so potential buyers recognize the value of home ownership?

CPS' CRM 2.0 can help! We've been displaying move-in costs and monthly payments for almost 30 years -- they've always been an important part of the sales presentation.

Take a look at the magnifying glass on the right; if you'd like to incorporate this into your agent's sales process, let us know!

Does automated line management make the line move faster??

We've talked about lines before: no one likes them and... they're all around us!

Businesses take lines seriously. They have to: no one wants grumpy customers annoyed about waiting and sometimes abandoning the purchase, entirely, because of a line.

Waiting isn't as bad -- there's Friday's Brews & Bites!

That's where queuing management comes into play -- and it isn't just about shortening the line.  Queue theory, a 100-year old field of study, has transitioned from the purely mathematical to more of a psychological analysis of lines and their impact.

Automated line management systems are available to make the wait process more efficient.  Typically, an effective system can provide a 15-35% improvement from end-to-end.  Everyone likes the idea of less time in line but ... reducing a 3 1/2 minute wait by 25 seconds doesn't always register as a significant improvement to the average consumer.  It's still a wait.

Just as important -- it not more so -- is perceived wait time. There can be up to a 40% decrease in perceived wait time with a good automated line system keeping customers both occupied and distracted by marketing and informational messaging.  It's play-off season; who wouldn't mind waiting when they knew they'd see the latest game score? Or, learning about Friday night's free wine tasting!

What's your business doing to keep your lines moving -- and your customers happy?  Take a look at CPS' QuikLine solution!

What Can You Do with This: 91% of New Home Buying Decisions Made by Women?

This somewhat amazing, depending on your perspective, statistic begs you to ask: Is My Sales Strategy Focused Enough on What Motivates Women to Buy?

Relevant, relatable and... more details available!

The Blog has talked previously about the role women play in decision-making purchase decisions (not just in homes, either). Women are key decision-makers in consumer electronics, cars, furnishings, etc. purchases.

Have you thought about your marketing & sales strategies in terms of how they recognize and respond to women's values and needs?

Did you know women are the "most" connected consumer?  Men aren't the only geeks in your audience, in other words!  Are you taking advantage of the latest electronic means to connect?This doesn't just mean FaceBook and Twitter..it suggests mobile, not mailers, for example. Downloadable apps, interactive sales offices, web site Chat.

And, studies suggest women see information, products and even themselves in terms of how they relate to others. Marketing messages resonate more when they tell relevant stories.  And, studies suggest the story's details matter.

Take another look at the  interactive touchscreen image designed for Minto Florida at Harbour Isle. Doesn't this image tell a dynamic story?  Yes; we're in a new home sales office but it's much more than that: family, comfort, generational interaction.  Wouldn't you want to find out more about how to be in this photograph? Just by looking at the menu, you already know that details are available to help in your decision-making.

We'll be talking further about women and marketing, your connected audience and the power of relevant and relatable stories!