Customer Tracking and Tracing Data as a Basis for Service Innovations at the Point of Sale

Abstract

While web shops generate record profits stationary retail shops continuously lose importance. Especially when it comes to non-perishable goods, people tend more and more to buy products online. Therefore, stationary retailers need to come up with new individual service offers to retain existing customers and to attract new ones. Building up new customized service offers requires knowledge about the customers at the point of sale. Especially customer movements are a valuable source of information that reveals a variety of information about customer behavior. First, an approach for video-based extraction of customer movements at the point of sale is presented. Subsequently, methods of customer behavior analysis are outlined. Based on the results applications for retail managers, sales personnel and automated customer services are introduced.