Vendor Selection: Take the Holistic Approach

Store kiosks have increased sales for many retailers. This is particularly useful where customers need specific, detailed product information (say, in consumer electronics). Rather than trying to find a salesperson, and a knowledgeable one at that, customers can use kiosks to find information, including comparing similar models. Customers get what they need while still in the store; they're confident in the purchase and thus more likely to buy.

Ordering online with in-store pickup works across channels and keeps customers happy. This requires data on both the product and order to be accessible online and in-store to work effectively. Your software must have a simple interface, as users will be sales associates who probably don't have technical expertise.

Cynthia Kounaris is VP of program management and marketing at e-commerce consultancy and web knowledge base provider FitForCommerce (ckounaris@fitforcommerce.com).