Tobacco self-service: how the customer experience is changing
The introduction of self-service tobacconists has radically changed the way consumers interact with the point of sale, leading to a more fluid, autonomous, and quicker shopping experience. This evolution not only simplifies transactions, but also redefines customers’ expectations of the buying process.
Continue reading to find out what they are.
1. Greater autonomy and freedom of choice
One of the key elements of self-service tobacco is the ability for the customer to manage the purchase completely independently. Without the intermediation of a clerk, consumers can calmly explore their options, select the products they want, and complete the transaction at their own pace. This aspect eliminates the pressure typical of queues or quick interactions with staff, improving overall satisfaction. In addition, discretion is another strength: the customer is no longer exposed to the judgment of others, being able to shop confidentially. This privacy is especially appreciated in tobacco outlets, where the type of product can give rise to embarrassing situations.
2. Reduced waiting times
Thanks to automated technology, self-service machines cut down wait times, a critical issue for those with limited time. In just a few minutes, you can complete the entire process, from purchase to payment, without long lines or delays. This change is especially noticeable during peak hours, when traditional stores can be overcrowded.
In addition, tobacconists can optimize and maximize the use of so-called “downtime,” those time slots when staff are less present or busy, allowing customers to still make their purchases without interruption. This not only improves the operational efficiency of the store, but also ensures a continuity of service, regardless of peak or off-peak times.
3. H24 availability
One of the main advantages is continuous availability. Self-service facilities can operate 24/7, ensuring constant access to products, even when stores are closed. This flexibility is critical for those who work atypical hours or live in areas where tobacconists are not easily accessible. For consumers, knowing that they can count on an accessible service at any time is a great improvement.
According to a 2023 study conducted by Retail Market Insights, businesses with 24-hour self-service experienced an average increase in sales of 15-20% compared to those without this service, highlighting how continuous availability can positively affect sales and customer satisfaction.
4. Technological innovation in the service of the customer
Technological advances have made self-service facilities increasingly sophisticated, with intuitive interfaces and contactless payment systems. This minimizes the complexity of use, providing a simple experience even for those who are not particularly familiar with technology. Harvin, for example, offers vending machines equipped with easy-to-use touch screens and secure and fast mobile payment options.The introduction of interactive videos help the clinte to use, the ability to be able to select the language makes it easier to sell to tourists or people of different naziolality.nti.
5. An increasingly personalized future
Harvin ‘s self-service tobacconists are constantly evolving and integrating advanced customization features. Purchase data can be used to offer product suggestions or promotions tailored to the individual customer, further enhancing the shopping experience and increasing loyalty.nti.
The introduction of self-service tobacconists has radically changed the way consumers interact with the point of sale, leading to a more fluid, autonomous, and quicker shopping experience. This evolution not only simplifies transactions, but also redefines customers’ expectations of the buying process.
Continue reading to find out what they are.
6. Conclusion
Autonomy, speed and accessibility are the pillars on which this model is based, and it is redefining consumer expectations. Our commitment as Harvin is to continue to invest in innovation to ensure that our service is always at the forefront and able to meet the needs of an evolving market.Tobacconist self-service today is constantly evolving as is the tobacco shop, which is becoming more and more enriched with offerings such as products and services that until recently seemed unthinkable.
