SOURCE: Brickstream


August 20, 2013 01:00 ET

Brickstream and Maidenbower Partner to Help Retailers Transform the Customer Experience

Partnership Launches Pilot Program for Australian Retailer Coles; Maidenbower Supports Brickstream's Sophisticated Retail Behavior Intelligence Technology With Customer Service Industry Best Practices

ATLANTA, GA and SURREY, UK--(Marketwired - Aug 20, 2013) - Brickstream, a leader in behavior intelligence solutions for environments where people shop, gather, work and play, today announced a partnership with Maidenbower Consulting (MBC), a leading training consultancy for the global retail and service industries, to empower retailers to completely transform the processes that impact customer experience, brand perception and the likelihood of return visits. As part of the partnership, the two companies have launched a first-of-its-kind pilot program to dramatically reduce customer wait times at Coles, Australia's leading grocery chain.

The pilot program currently underway at the Coles Taylor Hills store is the first in-store collaboration between Brickstream and Maidenbower. The installed Brickstream system measures customer traffic, analyzes queuing times and behavior, and then predicts the number of queue lanes required in the next 5, 10 and 15 minutes. The Maidenbower (MBC) customer-centric methodology provides Coles staff with best practices for acting on the recommendations made by the Brickstream system, including opening a new register to reduce customer waiting time, as well as how to respond to common customer behavior patterns to create a better retail experience.

Brickstream's BehaviorIQ platform, TrafficIQ and QueueIQ applications, and Brickstream 3D smart devices use advanced analytics and sophisticated stereo vision technology to discreetly capture highly accurate intelligence about in-store customer behavior as people come and go, move about, and wait in line at retail locations. This rich insight helps retailers better understand shopping characteristics such as the ratio of sales to store traffic, wait times of individuals in queues, and service levels, as well as how customers are responding to product displays and other types of promotions.

For more than 20 years, Maidenbower has worked with retail service businesses to train staff on the latest retailing technologies and promote best practice customer service. Maidenbower manages large-scale training rollouts, helping national and international businesses deliver vital skills to their workforces via a mix of trainer and delegate sessions, online interactions, and shop floor training. Maidenbower (MBC) has helped leading UK retailer, Sainsbury's become the number one user of self-service technology, gaining 100 percent positive feedback in the process.

"The overall customer experience is influenced by the last thing they remember in a store and that shouldn't be waiting an eternity to purchase your item," said Paul King, managing director of Maidenbower Consulting (MBC). "Working with the Brickstream solution will help retailers make serious improvements to wait times and to customer service in general."

"Our partnership with Maidenbower provides our joint customers with the best of both worlds, the implementation of the leading in-store behavior intelligence technology along with best practices for how to respond to the knowledge that the technology provides," said Steve Jeffery, CEO of Brickstream. "We look forward to expanding our relationship with Maidenbower and working together on additional large-scale, in-store projects."

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