Count 'em up
by Tom Chmielewski
Every day, in every store, many sales opportunities walk right out the door. How many? There are typically uncounted, undocumented, and, well, completely unknown. "But my stores do fairly well", you may insist. My transaction counts are high. High compared to what? Compared to what other stores have for transaction rates, or high (or low) compared to the number of customers browsing through your store? Read how Brickstream's customer counting solutions can help you increase your conversion rate.
[FULL STORY]
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Fact-Based Retailing: A Game-Changing Approach to Improving Branch Performance
http://www.brickstream.com/about/about.p...
by by Simon Angove, Frank McIntyre, and George Glinsky
To win in today's competitive landscape retail banks need to deliver a superior customer experience. However, existing branch-level measurement systems provide inadequate feedback about how banks are doing. Brickstream BehaviorIQ™ is an automated customer behavior measurement solution providing real-time fact-based insights about the branch customer experience, such as how long customers wait in line, the availability of tellers and the effectiveness of branch layouts. This presentation describes two case studies of how banks are using Brickstream BehaviorIQ™ to support fact-based retailing strategies that improve branch service quality and productivity. Click on the link to download the presentation.
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Long Lines Result in Customer (re)Action
by Craig Thompson
Abandonment of the branch represents the ultimate sign of dissatisfaction. Average queue length and average wait time are good methods to benchmark service levels and general staffing levels, but taken alone, they are not enough to stop attrition due to poor service. In the customer's experience, the extraordinary is more memorable than the ordinary. Acceptable average wait times and queue lengths can be achieved, yet if the extreme wait times and queue lengths are not reigned in, churn due to poor service will not be impacted. In this article, we will focus on this acute example of a "bad customer experience."
[FULL STORY]
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Branch 'Bots' Make Banking Better
http://www.banktech.com/showArticle.jhtm...
by Jerry Silva, Tower Group
By now, we all know that branches are back in fashion with the bank -- never having gone out of fashion with the customer. But one of the most interesting aspects of branch technology renewal is not the automation at the teller or customer service representative, but the deployment of sensors and "assist" devices in the branch that are raising the bar on customer service levels and increasing the efficiency of the brick-and-mortar channel. Automated devices like smart cameras, cash dispensers, wireless terminals and teller-assist stations may be the key to making the branch a more effective and satisfying experience for both customer and bank staff.
[FULL STORY]
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Visit Brickstream at the Following Industry Events
http://www.brickstream.com/about/about.p...
Brickstream will present and exhibit at the following upcoming industry events: 3rd Annual Thomson Media Branch Banking Symposium - May 4-6, 2005 in Chicago, IL; Retail Systems Conference & Exposition - May 24-26, 2005 in Chicago, IL; and The Institute of Economic Affair's 8th Annual Conference The Future of Retail Banking - June 7-8, 2005 in London.
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Brickstream Dashboard Delivers Real-Time Service Management Intelligence
by Brickstream Product Management
Delivering great customer service is critical to achieving customer satisfaction, loyalty, and value. Market research published by Brickstream Corporation, in conjunction with Gartner Group and A.C. Nielsen, show that waiting in line is the most annoying service attribute as ranked by customers. Customer tolerance for waiting in line deteriorates rapidly after five minutes and one-third of customers will not even join a line if more than five people are already waiting. Reducing the time customers wait in line and improving customer satisfaction suggests that retail organizations need systems that can proactively and continuously monitor and manage customer service performance.
[FULL STORY]
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Note to Customers: Portal Login Location Has Moved
Dear Customers,
Please note, due to a redesign of the Brickstream web site, the customer portal login location has been moved on www.brickstream.com to the upper right corner of the home page.
Brickstream Customer Support
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info@brickstream.com 1.866.BRICKSTREAM www.brickstream.com
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