Changing Customer Behaviors with Self-Service Kiosks

Technology has been transforming the way customers interact and engage with brands for years. Some of those transformations have been the ability to order online via websites, mobile apps where you have everything at your fingertips, and now, kiosks for the in-store experiences.

Changing customer expectations and behaviors can be a tall task for any business or brand. After all, we are all creatures of habit and fall very much in a comfort zone when we engage with people and brands alike.

Market and customer insights, research and feedback are all important elements in helping to change consumer behavior. The need to understand your customer’s wants and expectations will help define their experiences and drive the technology solutions that will help power that behavioral change.

Self-service Kiosks, like the EZ-Chow kiosk, is a behavior changing technology that has many benefits for the customer and the business.

Just the presence of a kiosk in a restaurant will help to change behaviors as people will begin to interact with the kiosk out of curiosity, experience the benefits and transition their ordering patterns.

When McDonald’s began testing and introducing their self-service kiosks in the Louisville area, team members would guide customers through the experience. This helped with kiosk education and awareness as they assisted customers through the experience.

It was noted how certain age demographics responded differently to the self-service kiosks. Most Gen X and Boomers went immediately to the counter to place their order via the counter – what they have always done and how they are used to ordering. The Gen Z and Millennials crowded around the kiosks waiting to take their turn to order, enjoying the experience without having to engage with an order taker. Growing up in the digital age, this is what the younger demographic gravitates to, expects as an option and wants to experience.

How do you begin to change behaviors?

Data and understanding what your customers want – Use data to help with decision making along with surveys or talking with your most valued customers.

The right technology – Don’t use technology for technology sake. Find the right solution that meets what your data and customers (and your brand) need help solving.

Setting expectations – Be clear on how the new experience or technology is going to improve their experience and why. The “why” is the most crucial to understand.

Removing pressure – Social pressure is real. Removing that “pressure” is important in gaining trust that the technology will help the customers.

Showing ease of use – Ease of use and step-by-step guides can help with the transition to new technology. No-one No one ever wants an experience that is clunky or hard to use.

Offering incentives (What is in it for me?) – It may take a few tries for customers to buy in to the change. Offer incentives that help drive the trial and use of your kiosks.

Experiences are better – Better is always a positive but it also comes with engaging your customers. Get testimonials of real customers talking about how the experience is easier and why they enjoy using the kiosk.

Faster and more accurate – We are in a fast-paced world where time and accuracy is everything.
Personalization and providing relevant messages – In order for customers to accept new technology, personalized and relevant content will be key to driving behavior and change.

Solves language barriers – In a more diverse country, language can be a barrier for some customers. A kiosk is a great way to break the language barrier while creating a better experience for a customer that might not even have walked in the door.

More flexibility and options – Customers always love flexibility and options. A kiosk provides both along with an order experience that is consistent with your branding.

Rely on good technology partners – Why EZ-Chow? We have over 25 years experience working with Fortune 500 companies and can put that knowledge to work for you.

As the kiosk technology continues to evolve, it becomes an increasingly important tool for restaurants to increase customer engagement, improve their menu management, and increase ROI while reducing labor. The customer receives a personalized experience centered around order accuracy and the flexibility of not having to engage face-to-face while waiting in line.

EZ-Chow has solutions such as an Online Ordering and Self-Ordering Kiosk that integrate into your existing POS systems. To learn how EZ-Chow can help you with these initiatives and more, get started by contacting us here.



Bernie Fussenegger
Bernie Fussenegger
Marketing,Branding & e-Commerce -Consultant
Click to learn more about Bernie Fussenegger

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