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Beijing Book Store Improves Customer Service with IBM Kiosks |
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Published on: 10 Sep 2007
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Customer: Xiao Zhuang Bookstore, Beijing,China
Solution: IBM AnyPlace Kiosk
NOTE: This document is based on content in a press release produced by IBM China in 4Q2006
Book stores in China have their own unique and distinctive features. The Xiao Zhuang store, the Chaoyang branch of the Beijing chain, opened on May 1, 2006, is in a residential district, located near three universities with many bus routes and heavy traffic. It is on the edge of CBD, which is under construction and more business is expected after completion.
Xiao Zhuang is a two-story building decorated by stainless steel and glass. There are attractive signboards on the entrance and the roof to attract customers. A rectangular section with columns in the middle and two stair cases total about 2000 square meters. A reading area is bright with six or seven bookshelves for customers.
Xiao Zhuang will be the only major bookstore in the area since many have closed due to urban planning projects.
Find A Book By Yourself
A new touchscreen terminal, an IBM AnyPlace Kiosk, is located near the entrance of the store. A store employee, Han Feng, invites me to use it, saying, "You can write the title of the book you want to find, just by writing it directly on the screen. There is no keyboard." Han Feng writes a cursive character on the screen. Ms. Zhang smiles and says, "Children can handle it easily."
Shoppers and readers can search for a book on the Anyplace Kiosk screen. Furthermore, there is information on other store activities such as sales promotion of Xin Hua bookstore or data from the Wangfujing bookstore.
"Knowledgeable customers are willing to use the AnyPlace Kiosk because they want to do the search themselves; they like to help themselves," said Yu Hong, assistant manager of the computer center of Wangfujing Chain book stores,of Beijing Xin Hua bookstores. The Anyplace Kiosk will allow the stores' customers locate and purchase books easier and faster.
Yu Hong says the first terminal installed was too heavy for the desk space. "IBM made the machine more balanced and it now works well", she said. |
IBM products and services that were used in this case study.
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