Page 17 - GS241002

Insights and Expertise

The big boys are deploying kiosks, so when do you plan services or just paying. While some ATM deployers are
to start promoting them? A good partner will help you adding ancillary services, the primary purpose of ATMs
sell self-attended solutions and explain the benefits to is to dispense cash.
your customers. There's no doubt that kiosks will reduce
your customers labor and training costs, but don't expect As I've said before, Who Moved My Cheese, by Spencer
everyone to jump on the bandwagon. Some customers will Johnson, is one of my favorite books, and I tell all my
love them; others will hate them. And kiosks that prompt employees to read it. It's a great story and a business
for tips will not make their customers happy. bestseller about four curious mice with different ideas
about what cheese is and how to find it. They go through
Temple University published an April 2024 study in a maze, and the ones that keep it simple outperform the
Kiosk Marketplace examining the wait-time at kiosks overthinkers.
and its impact on customers (see https://bit.ly/4eKbcuX).
Researchers found some customers rushing to complete Payments industry friends, we're having a Who-Moved-
their order when people are standing behind them and the-Cheese moment right now. We'll see a lot more kiosks
concluded that self-selling technology (SST) may cause in the next two or three years. With improvements in
stress at quick-service and fast-casual venues. technology, growing adoption and affordable solutions,
don't be the mouse that overthinks it and gets left behind
"According to the results, the presence of a waiting line can
lead to time-pressured menu ordering behavior, especially Want to know more? Keep reading The Green Sheet and
when interacting with SSTs [versus human staff]," consider following me on LinkedIn (www.linkedin.com/in/
researchers wrote. "Further, we verified that customers' allenkopelman) where we can share ideas and support each
perceptions of responsibility for service outcomes explain other.
this SST-conditioned effect."
Differentiate between ATMs, kiosks Allen Kopelman, a serial entrepreneur, is co-founder and CEO of
Nationwide Payment Systems Inc. and host of B2B Vault: The Payment
If you've had experience with selling or deploying Technology podcast. Email him at allen@npsbank.com nd connect on
automated teller machines (ATMs), keep this mantra in LinkedIn https://www.linkedin.com/in/allenkopelman/ and Twitter @
mind: kiosks are for ordering and paying for goods and AllenKopelman.

17
17