STORES Magazine - April 2008 - (Page 69)

Deli kiosks give us an opportunity to enhance customer satisfaction and increase our efficiency. — Christine Dorman, Stop & Shop tomized orders, including specific brand, weight or cut,” he says. Since convenience and speed are key elements, the system queues up deli counter requests and kiosk orders so deli employees don’t have to pick and choose which ones to fill first. Simply having a kiosk doesn’t guarantee success, however, and ADUSA, a Lombard, Ill.based consulting firm, has outlined several fundamental procedures for their implementation. Employees should monitor the printer to make sure it’s not out of paper or out of order. Some retailers have installed an enunciator on the printer that sounds an alarm alerting employees to new orders or problems. Deli managers should make sure that customer touch-screens are properly calibrated and, if possible, monitor a customer’s interaction with the kiosk to note any problems. Managers should undertake periodic price checks to ensure accuracy, and out-of-stock items should be marked as such in the kiosk system to prevent customers from ordering them. Some retailers have employees dedicated solely to kiosk order fulfillment, particularly during peak periods. The order number should be prominently displayed on the package so customers can easily identify it when they return to the pick-up area. WWW.STORES.ORG Customer incentives ADUSA also suggests that providing customers with special incentives (such as coupons) can increase kiosk use. In order to reduce the number of cases where customers forget to return to the pick-up location, ADUSA recommends using the store P.A. system to announce when orders are ready. If, at the end of the day, some orders have not been picked up, ADUSA suggests reusing the product in sandwiches, salads and party platters. Modiv recently teamed with MotoroRECYCLING la to offer a next-generation portable shopping assistant to Stop & Shop customers. The hand-held “easySHOP” device not only tells customers when their deli order is ready, but gives them a scan-and-bag option for items purchased in the rest of the store. The system, now available in 100 stores, also enables them to receive instant price checks and running totals. Dorman expects easySHOP to give Stop & Shop customers “more control over the shopping trip while making efficient and smart buying decisions through relevant product promotions StORES and information.” Social Responsibility Retailers nationwide are stepping up recycling efforts – with and without legislation BY LEN LEWIS E ver since the first “bottle bill” limped through the Oregon legislature in 1971, supermarket retailers have had a love/hate relationship with recycling programs, embracing their positive impact on business and the community while decrying the regulatory frustration. Most retailers have settled into a state of peaceful co-existence with recycling, which has emerged as a key component of corporate social responsibility programs. And while reducing energy consumption and greenhouse gas emissions have received the STORES / APRIL 2008 69 http://WWW.STORES.ORG

Table of Contents Feed for the Digital Edition of STORES Magazine - April 2008

STORES Magazine - April 2008 Contents Executive Editor's Page President's Page More Retailers Bagging Monthly Comp-Store Reports Time-Warner Center's Economy-Defying Results What Shoppers Think 10 Things You May Have Missed Numbers Worth Counting Full Price/Markdown Retail People Eating Locally Grocery Concept2Watch Restaurants Online Services Marketing Human Resources Product Lifecycle Management E-Commerce: Peer Reviews Drive Online Buyers Kiosks Recycling Operations Payment Systems POS Logistics E-Commerce: Getting Personal Website Management LOEB Retail Letter Arts Update Point of View NRF News Retail Industry Calendar Last Laugh

STORES Magazine - April 2008

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