January 31, 2005
Doing Business in Interesting Times
Welcome to a new year
by Steve Jeffery
Welcome to a new year. There has been a lot of change since this time last year, but one thing that remains important, even more so in 2005, is the focus on the customer experience. Whether it’s a retail bank growing through organic growth, or a retail store expanding through additional locations, attention to customer service has become a key component in that equation.
Experts have found that accurately predicting how customers behave inside the four walls, inside the brick-and-mortar of your business, is vital to a business' success which we always measure by the bottom line.
A 21st century way to measure this ‘inside the walls’ behavior had been elusive until now.
For example, banks need to focus on five; teller wait times should be under five minutes, no more than five people in a teller line, and transactions must be completed in five minutes. The traditional way to measure this would be to have an employee with a pad and a stopwatch time and track the events – simply impractical.
Through the use of new technology, customer behavior can now be automatically and continuously captured, transformed, and, analyzed to give managers and corporate both real-time recommendations and aggregate data with instructions on how to improve the customer experience and increase the bottom line. Read the related articles to see how our customers are taking advantage of this BehaviorIQ™ technology today.
Two things new in 2005 are our FastStart program and the addition of new counting and tracking sensor technology to our product portfolio. Visit our website www.brickstream.com for more information. Helping to guarantee you a successful 2005.
Steve Jeffrey
CEO Brickstream
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