1. Where Do I Start?
Kiosks & Interactive Self Service 101
Ronald L. Bowers April 14, 2010
SVP Business Development
Frank Mayer & Associates, Inc.
www.frankmayer.com

2. Agenda
Overview
 General Overview of the Industry – Research data, Who’s doing what, Future projections
 Defining Business Goals & Customer Experience – Qualifying the Reason for Deployment
 Understanding the value proposition for Retailer, Brand Marketer, and the Customer
 What to Consider – Hardware, Software, Services, Deployment and Marketing
 Identifying Technology benefits – Kiosks, Digital Signage, Handhelds, etc.
 Determining your goals – While Attending Self-Service Expo – and How to Accomplish Them!

3. Consider These Research Statistics:
97% increase in Kiosk installations from 2006 to 2009
• 39% increase in 2007 alone
39% of customers prefer Kiosks to reduce wait times
• 44% frustrated by lack of employees to help
71% of 18 to 24 year olds prefer Self-Service
• 64% of 24 to 35 year olds prefer Self-Service
12% increase in store sales by retailers using Kiosks
• 42% will choose stores because Kiosk’s are available
75% of purchase decisions made in the store
900,000 Kiosks installed by 2007
• 1,200,000 Kiosks by 2009
• 3,400,000 Kiosks by 2015 projected

4. Providing Custom Retail Kiosk
Solutions For Over 30 Years

5. Future Projections:
Define Success to You & Then Measure It!

6. An Introduction to Interactive
Self-Service at Retail
Your opportunity to secure your
objectives and formulate a successful
interactive display strategy.
 What is your retail channel?
 What is important to the consumer
experience?
 How will a self-service experience impact
your brand at retail?

7. Create a Business Model
 Define all objectives
 Business owner (store owner, franchiser)
 Customer/consumer (person using the kiosk)
 Shareholders (corporate impact, image)
 Retail partners (products marketed in store)
 Consider all technologies
 Kiosks
 Digital Signage
 Handhelds
 Displays / Signage
 Use a “blended” approach
 One size does not fit all
 Consider different technologies
 Customize your approach

8. Have You Really Determined
Your Goals & Objectives
“Its Not the Shoes!” Deploying a successful retail self-service kiosk
program can be a very complicated and daunting
“Its Not the Technology!!” business strategy if not executed correctly.
Therefore, it is critical to start any project with a
What are your reasons for deployment? detailed Needs Assessment Discussion and a
thorough Due Diligence process for determining a
successful ROI and proper lifespan for the kiosks.
Sales Increase Competition Brand Loyalty
Insure that a detailed functional requirement
document has been developed and embodies the
Improved Product vision you have as a deployer for your project and
Customer Introduction
that your deployment Team understands your
Service and Trial
vision and insures it is a measurable success.

9. Have You Really Determined
Your Goals & Objectives
 Where will your business benefit?
 Better Retail Placement
 Better Product Information for Customer
 Real-time Retail Performance Feedback
 How will this benefit Consumer, Retailer,
and Brand Marketer?
 Product Knowledge Information
 Brand Trial & Loyalty
 Convenient Customer Service
 Reduce Retailer Overhead Costs to Sales

10. Does Your Business Model Support
the Pyramid Principle?
Customer
 Are all three players gaining benefits?
 Short term – Long term
 Scalable
 Are you considering the total picture?
 Interactive Kiosks
= = 

Digital Signage
Handhelds
 Flash Media Shelf Systems
 Point-of-Purchase Displays
 Signage
 Build your solution to your needs
Retailer = Brand
Marketer

11. Success Requires an Integrated
Marketing Solution
 Software & Content Development
 Component Hardware
 Channel Integration
 Installation
 Health & Heartbeat Monitoring
 Real-Time Retail Performance
Feedback
 Updating a Scalable Solution
 Retail Placement & Support Signage
 Service and Maintenance

12. What to Consider
 Hardware  Components
 Kiosks  Displays, Computers, Printers, Keyboards
 Digital Signage  Allows you to “roll your own”
 Software  Services
 Application Providers  Installation
 Monitoring Services  On-Site service

13. Success Points of Differentiation
Needs Assessment Discussion and a thorough Due Diligence process for
determining a successful ROI and proper life span for the kiosks.
Insure that a detailed functional requirement document has been developed
and embodies the vision you have for your project, and that your deployment
Team understands your vision and insures it is a measurable success.
Does the program complement brand marketing & media advertising?
Does the consumer see continuity of brand purpose at retail?
Is there a focused “Call to Action”?
Can the consumer intuitively navigate to product purchase?
Does the self service system aid and complement retail associate interaction?

14. How to Approach This Self-Service
Expo to Your Benefit
 Be Software, Hardware & Service Agnostic
 Focus on Your Marketing Objectives
 Branding
 Design
 Presence at retail
 Convenience
 “Call-to-action”
 Experienced Team Approach

15. Things NOT to forget
 Consider the customer
 Pre-Marketing
 Make it easy, intuitive
 Signage, displays
 Location, Location, Location
 Consider the employee
 Get them on your side
 Make them part of the process
 Consider the sustainability
 Improvements will be made
 No deployment is perfect, be
prepared
 New content needs to be updated

16. Zooming In…
…Where to begin – Your business plan
…What to look at – Components that will support
your business plan
…How to stay focused – Consider an integrated
solution with your business plan goals in mind

17. Ronald L. Bowers
SVP Business Development
Frank Mayer & Associates, Inc.
1975 Wisconsin Ave.
Grafton, WI 53024-2605
(800) 225-3987
ron.bowers@frankmayer.com
www.frankmayer.com