The path to purchase took a quick digital turn for me at Kohl’s last week when they didn't have the turtle-neck shirts in-store that I wanted. “Try using the kiosk,” the store associate suggested. I did – and I used the coupon that gave us 30% off all purchases that day – and the shipping was free. I felt pretty satisfied. But I wasn’t the only shopper with a problem that turned into a purchase thanks to the kiosk.
While waiting my turn, I watched the woman in front of me use the kiosk. She had an item she wanted, but it had a spot on it and it was the last one in stock. When she scanned the label, she got to skip the search process entirely. The system pulled up the exact item she wanted, she bought it, and free shipping delivered it to her home within a few days.
The kiosk saved two sales that day. Neither of us would have made a purchase without that option; instead, both of us left the store with a positive shopping experience, and we gave our business to Kohl’s. - Bill Bishop