Transcript

Alright, welcome to CityGro Live. We are here once again with the infamous Channing from the account pro team. What do they call you on the account? Master Channing.

Yeah, Lord of the accounts.

I like that.

What I prefer anyway.

Lord, Lord of the accounts, Channing. Alright, that works? We’re stoked to have you again. Uh, you know a lot about kiosks and that’s what we’re talking about today. So let me, uh, let me give a quick intro and we’ll dive right in. Is that work?

Yeah, absolutely.

Cool. So we talk a lot about retention. Starting the process of retention has everything to do with collecting data and there’s a lot of different ways to do it and we’ve talked a lot. Well we try to be really not specific to CityGro most of the time to just help everyone in their marketing and retargeting and in their efforts. Right? This one’s a little bit more catered towards the CityGro. Uh, since we get asked about the kiosk a lot, What does it do, what are the benefits of it? So I think we’ll probably go full scale and kiosk wherever you take us Channing, but as an overall benefit to, to a retention software, why use a kiosk and what are the benefits?

Sure. Well, one of the, I think kind of the over arching kind of theme to the, to the whole point of a kiosk is you can get customers to do things right there in store. Uh, because I mean, I know that, you know, we always, we hope that people do things, you know, and if you ask them to do something you can, you just kind of hope that they will then go, go and do it. But the greatest thing about a kiosk is that allows you in a controlled environment to interact with your customers and to get information that is going to benefit you as well as that. So that’s kind of the overall.

Can you paint a picture of a kiosk in my mind and because there’s a booth kiosk, should I go to the mall and I see something, something some people imagine like an atm machine, right? Asked what kiosk are we talking about?

So we’re talking about a tablet we use mostly these iPads mostly, um, they’re usually housed, you know, and kind of uh, a security housing, um, but what, what people would see as they come in and there’s just a tablet and it’s forward facing a customer facing tablet and they can come in and, and, and how we design ours is for the most simple, quick use, uh, that, that the customer can experience so that the transaction is, it’s painless, it’s something that benefits both of you. So typically what people see as we’ll come in, we’ll see a tablet, they’ll see, you know, your company’s logo, all those kinds of things right there, and then a place for them to put an identifier like a phone number or an email address or something like that for them to just sign in.

Cool. Cool. So let’s really just the IPAD in a case. The term ipad kiosk has come up over the last few years. So not to confuse anyone about, about chaos. Okay. So, sorry to interrupt you. The additional benefits of kiosks, did you get through, uh, the main benefits that you wanted?

Well, I mean, so here’s, here’s some other benefits. So they kind of, they kind of fall out of that. You can get customers to do things right there. Okay. So you can get information, you know, so you can gather phone numbers, emails, um, other information that’ll help you in your marketing endeavors, you know, whether it be a, you know, what are you, what are your interests, all those kinds of things. Uh, not only that, but he asked, allow you to have digital coupons. Digital coupons are a huge benefit to help you to be able to, not only to have great coupons that are going out, they’re relevant. You can quickly update them. They’re just really awesome, but you can track them. And the last time I was on with you on facebook live, we talked about being able to track your offers. You said that’s a huge thing about having an, having a kiosk there. Uh, not only that, but

let’s break that down because I think you’re right. That is debt is huge. Why is it easier to track offers, um, say on the kiosk than it is without it or what are, what are our other options? Are there to our chaos like to track offers?

Sure. So I mean what most people do is, I mean honestly they get like a paper coupon or or something like that or someone comes in and shows them a text and then I mean if you don’t sit there with a paper and pencil or you haven’t  stack of them at the end of the day, you don’t track how many people actually use your offer.

So you might be able to put it in a pos system and track a button and then shirt that. But you’re right. If you don’t have that, then the worst is when people come with the phone because they’re going to a it and it brings them in. It works and they come in and they show the employee, Hey, I got my phone. It says I get 20 percent off and the employee just types out 20 percent. There is zero way to track that down to that.

And, and that’s the biggest downfall of even even when you have a pos system so, and you put the coupon in it, you know, so often employees don’t actually go through the steps because it’s like a couple extra bucks, they’ll just hit like minus button or discount button and then they’ll mind subtract it out and it’s so much nicer and easier on a, on a, on a kiosk because that’s already programmed in a. either you’ve done it or you’ve had a customer success person like me help you kind of set that up. So they come in and they hit a button and redeemed. And also that you know

what’s tied to that compaign. Exactly. Okay. So we break this down into the user experience because I think what you’re saying is so important. So starting with your first benefit that you mentioned of capturing data, right? We’re not sending people to go home and get online or to follow to get on their phone. They can actually do it without leaving the point of sale right there. Put it in

The geatest example for me is no joke. I went to a brand new grocery store this week. I went in, they have a loyalty, like they have a loyalty club and everything that’s like, would you like to sign up? And I’m like, yes, I would because I’m, you know, I’m thinking about coming here on groceries a lot. And they’re like, awesome. They handed me, they handed me a card and said, oh, you have to go log in online, put information right here and then. And then we’ll have it in our system.

Yeah. And that’s why I have five Subway cards still. I don’t know if they’re still in.  That’s how they used to do it

and no joke. I have, I have I signed up online? No. Am I likely to? Probably not. I like to think that I’m not a lazy person, but still, that’s just so much effort.

Stats are extremely low. It’s not just you, it’s America.

If they can ask me right there, hey, will you type in your phone number right here? I would have typed my phone number and they would have had my information and I would have been a little team member and they would have, I would’ve given them the information they needed to market to.

So there’s no,  it’s much more friction, less much less friction I should say. Okay. So they put the information right there. Now they’re signed up. They go on their merry way. They get a campaign sent home via text or email or whatever that says, hey, we want you to come back in, you go back in, now that offers waiting for you on the kiosk and by redeeming it on that were redeeming it and getting credit for it. And so you can see that here campaign.

Absolutely. Not only that, but a huge thing that people don’t realize is a great, uh, most. One of the most important things about marketing is knowing where are your customers listening to you. So being able to attach an offered to, for instance, a text or an email allows you to know, you know, okay, your customers are listening to this specific message they’re listening at through this channel. And the redeeming it on your kiosk and so you can actually know where these things are coming from and where you should be putting your marketing money and your efforts. And so it’s just a huge benefit to not only you as you know, as a, as a business but to your customers because it’s clean and easy for that. I forget coupons all the time. And so it’s like, you know, and are you, are you going to honor that are not as it expired and it’s just right there on the kiosk if it’s, if it’s still viable it, it’ll be there if it expires with disappears and won’t even be there for them to, you know, dispute it because it’s gone expired. So yeah, it makes these.

So we had to have a session a couple of weeks ago, talked about digitizing your loyalty platforms. So this is a lot of the same benefits of digitizing a loyalty platform. Absolutely. In fact, have you talked about the loyalty card on the kiosk and then we talked about it off.

We haven’t talked about that. Yeah, that was the next day. That was the next step. So the next thing about having a digital a kiosk is you can put your loyalty right there in a digital form for your customers. And as, as I’ve been working with several of our customers, uh, they’ve been, uh, a lot of our customers have been moving from paper punch cards to a digital form and I have heard over and over and over again feedback from them of how much, how grateful they are customers are that they don’t have to keep track of their own paper cards. And in fact they’ve said that having a, a kiosk for checking in when they’re doing a punch card has been faster than people fumbling through their wallets and purses trying to find that card. And then if they don’t have, as you know, do you honor, you know, they said I had nine of the 10 and this is my, you know, you honor that. Like all these things and it just cleans it up. They’re like, you’re going to keep my points for me. I have records of everything right there. And you can easily subtract it. Honestly, not only is it great for customers, but number two, you can check and see how many loyalty points you’ll float out there so you can track and you can start forecasting how much you’re going to be spending and these loyalty off

how many punches or in paper cards that are floating out this

Amazingly no! isn’t that crazy. So with digital loyalty and not only that, but it protects you from fraud in real estate. Just make honestly in, in the scheme of things, digital punch cards are a cost efficient way of protecting yourself against some of those more fraudulent people who try and gave them system.

It’s just no one can pay. No one can, no one can a fake a punch and a paper card. Cammie was that little kid

That’s beyond the technology that we have Jon, I don’t know.

Yeah, no, that’s okay. So what else can you do with a kiosk? We’ve talked about off redeeming offers. We talked about the loyalty aspect of it. Absolutely it hosting your loyalty punch card. What else can you do with it?

Uh, just a couple. I mean, two more things really is a waivers or one, um, you know, you can kind of move your waiver program onto a kiosk which allows you to have digital records. You don’t have to a store have these giant cabinets and things and have your customer, your employees, you know, going through to check if people have filled one out and then also if it’s still valid, probably most people want people filling out waivers every year. And so, um, but the other part of the benefit is you can make a kiosk, a part of your install process and if you make a kiosk, a part of your install process, you can ensure that your customers are going to be interacting with it.

So you’re saying the best way to use it isn’t to just put it by the door and say if you want to use it, go for it. Gets to actually make it a part of your.

Yeah. One of the things that I was gonna mention later is, you know, if you’re, if you’re kind of feeling like, well, I have a kiosk and it’s not working, you know, what do I do? Kind of a thing. Uh, something that I kind of like, I laughed to myself. I say it’s kind of dumb, but like a kiosk by itself, away from an employee is a lonely kiosk. It’s a lonely and useless kiosk because

it’s kind of sad edition of the key.

I know south and right. Just dust getting on it. Like a little spider web, I don’t know, but it really is true and this is in all honesty, the closer that your kiosk is to your employees and the more that your employees interact with the kiosk, the more successful your kiosks. And it’ll be. So I guess as a preemptive thing, but if you feel like your kiosk, you have a kiosk and the kiosk isn’t doing much for you, reevaluate where your kiosk is. What’s your attitude of your, of your employees with about the kiosk and only that. Evaluate the process, see how your, how your employees are interacting with the kiosk and with your own customers because at the end of the day the attitude of the employees and the and where the kiosk will be will either sink or help push your whole kiosk

or I’m glad you say that too because a lot of people, their vision of getting the kiosk is hey, we don’t have to do anything and to some degree they can do that, but the stats that we see when they put it in the interaction of the employee is night and day difference. So. So I’m glad you mentioned that because I think that is just a common thing is I’m going to get a digital service that I don’t have to touch it and while it takes a lot of the hands off of the process, there still are. The benefits of that invitation is

that’s the invitation again. I mean he was another grocery store reference. I go to a major grocery store that I literally, I walk up, they start checking my things and the they say to me, how are you doing? Do you have a loyalty card? I don’t have a loyalty card. Oh, you know, so I can’t skip it. Do you think, do you want to enter in your phone number right here? Oh sure. I mean they’re scanning me. I might as well do it. That’s a part of their process and they’re successful in getting me to sign it every single time because

some people will put their phone number so people won’t.

It is the most natural thing ever and it’s a part of their process. So if you make it a part of your process, people don’t think twice about it because I don’t think twice about giving you my number, you know, because I benefit from it and it’s all just, it’s what you do. It’s what I do when I’m in line.

Hey, now I know a little bit more about that.

Now you do

what’s uh, so you, you, you answered this a little bit but I just want to ask the question again because I was going to ask it. So for, for people that are watching this, that are CityGro client, they’ve got a kiosk, they feel like it’s being underutilized or maybe just not utilizing it at all. What would you say to them is, is there anything else? I think.

Sure. We’ll just recap it real quick. Um, I remember I wrote them down just to make sure, uh, honestly check to see where your kiosk is in your store process. Um, I mean just, just shadow some employees, you know, or maybe you are, maybe you are one of the main employees, but evaluate how we’re, how the kiosk fits into your process. Another one is if you do have other employees that are managing the store a watch, watch the interaction. I mean just, just kind of shadowed. Don’t tell you, don’t tell your employees you know, on watching for your use of the kiosk. No, just go wash the experience, watch what happens. I mean, not only is this going to benefit you with your kiosk, but it’s going to benefit you in a whole lot of other ways as well as just every occasionally evaluating a process that your employees are having with the customers, but watch how employees are interacting with the kiosk and the customer. See if they’re inviting. I mean it’s. That is probably the most basic thing is an invitation to use the kiosk.

I’ve seen that, that’s been really successful on that is I’ve seen success with store owners right down the invitation. And this isn’t a sales pitch. I mean you don’t have to get your employees to, uh, to persuade people. It’s an invitation. It’s immaterial. It great. If not, it’s okay, but write down a very simple phrase. I’ve seen them take that, put a little put on a sticker and put on the back of their ipad kiosk so employees know exactly what to say and it’s something simple like, hey, would you like to sell it for rewards today? Or have you checked in for rewards day? Or even tying the incentive to have like, um, would you like a free drink by signing up for rewards today? Something like that. But

John’s to live my thumb, write it down. My next two things were retrained. My next one was retrained, you know, there you go. So you retrained. That’s a great way of restraining. Give them, you know, give them that thing, let them know. And then the last one which John said was, evaluate loyalty. Do you have loyalty first one. I mean loyalty is a great way of getting people because it’s so easy and clean and be like, oh, did you get your low? You know?

And in today’s world where it’s expected that people just, they expect you to know.

Exactly. And so that’s if you have. So if you don’t have loyalty and you feel like your kiosk is doing anything, think about having warranty. I mean, it doesn’t have to be a big thing, you know, but make it something that customers can work towards and something desirable. The second thing is, do you have low t? Okay, and you’re not getting you sick. He asked, you know, I would first evaluate if your, if your employees are, are inviting because that’s probably the most, the biggest thing, but the second thing is if your employees are inviting, evaluate where your loyalty is, honestly, you know, you want your little to just to make financial sense for you, but it also needs to be something desirable that people want to work towards. So you can always revamp your loyalty as well. If that’s something that you know, you feel if everything else is going right, then it’s probably something there that you can revamp and kind of help.

Awesome. Okay. Well I’m just going to check for some questions real quick in here and make sure because I think we’ve kind of got through the bulk of what we wanted to get through today. Thank you. By the way, for bringing your knowledge to CityGro live. You’ve met the customer success team. Um, okay. So, so we’ve got a question from Sean, what is a good number of signups on a kiosk per week? Uh, what is the most, uh, what is the most one of your accounts get so high level.

Okay, so it’s all based on your, I mean really your business. I have busy. You are. I have a couple, a couple of people that I’ve worked with and I’ve helped and they are very happy they get four check ins a day, which, which I would think is low, but if you only have your business, right? And I mean and, and for some people that, that’s, that’s great. I mean they have five or six customers that come in today and they’re getting for check-ins, which is great. I mean obviously it depends on your business. Now we can have the polar opposite. Had a company who was having 70 checkins any check ins every day, every day. They’re very busy. A restaurant, you know, the very well known, but I mean for them have bad days. But the janitors, you know, so, and that doesn’t, isn’t supposed to mention discourage anyone. Um, but really what you want to do is you want to look at what’s your foot traffic and then you want to look at how many people were captured, checking in honestly if the, if the majority or all or most of your people are signing in to your foot traffic, that’s actually a pretty good process. Yeah, there’s definitely room for improvement. One hundred percent is the goal, but if you’re looking at it and your foot traffic, 50 people and you’ve got one or two signups a day, your process needs to be working.

So let me, I’ll give you some insights from the stats that I see. Obviously not on the phone as much as you are, but I lived a lot of stats, right? So from what we see, foot traffic, you should be targeting 30 to 50 percent of those to sign up for loyalty. Like you said, I would love 100 percent, right? It doesn’t happen. But so, so a look at how many transactions a day, see if you can get 30 to 50 percent of those to check in. Now here’s some numbers just to thrown on them to keep in mind. We’re about building networks, right? Our average, the location, right? Right. It’s a long game. Our average location in their first 12 months, we’ll get two to three high would be five to 10,000 people in a network. If you’re getting 10 new people a day to check it on your kiosk and you’ve got to look because you’ll have, you might have 50 checkins, but only five of those are new. So you do want to look at both of those, how many are new people, new contacts versus others. But if I’m getting 10 people a day to check in over a year, I’m hitting that 3000 plus mark know take away holidays and days you’re off, but you’re getting two to 3000 people. That’s phenomenal. That’s great. And so yeah, just to put some numbers out there so that, so that people can kind of put in perspective. Okay. Let’s see what else? Um, once a customer meets the amount of loyalty points to acquire a discount or free item, do the loyalty points start over? That’s a great question. Out Works on our kiosk. So what options do they have once somebody has reached their limit? What are the options?

Yeah, fantastic question. Honestly, you can go different routes. The one that I’d recommend is yes, they would deduct a. So what happens and you can. There’s actually a couple of cool different routes that we’ve been kind of exploring and actually doing more with our customers is people have actually been doing tiered kind of rewards.

So. So you hit three free drink, 7 free fries, 10 free burger

Or something, be burger or something like that, exactly like that or meal or whatever it is. But people have been doing tiers and so, um, that’s actually been really effective for some, especially at restaurants and things like that that have lots of products and stuff like that. But there’s actually a lot of application for a lot of different industries. But uh, what you can do is you can work towards those things and then they deduct out and that’s something you can do it really with a punch card. I mean you can, but it’s a waste of a punch card. I mean, honestly, how much money would you spend if people keep turning up pump cards at three, but there’s, it’s meant for like 10, you know, kind of thing and so you can decide and make a financially savvy kind of decision for yourself of, okay, you know, I can tailor things to what people want because some people are all about that short instant gratification there. Like three times. Get a free gift, a free thing. That’s great. So that’s kind the goal and it’s something that you can do. So yes, you can have it two ducks when people actually reduced the option. You can.

Okay, cool. I think we’re running out of time for today, so I’m going to cut it off, but I really appreciate, again, you being here. Thanks everyone for watching and thank you for common team. We have a lot of knowledge from the account pro team. We’d love to get out there. I just a matter of getting the topics so a lot more to come here in the future. Keep following us and we appreciate that and we’ll see you next time.