Footfall: making every customer count

Kitson, Jonathan
April 2003
Management Services;Apr2003, Vol. 47 Issue 4, p18
Academic Journal
This paper focuses on the business operations of FootFall Ltd., an organization based in Birmingham, England, in the business of monitoring pedestrian traffic flow. The name of the organization stems from the generic industry term for pedestrian movement into or past a retail outlet or shopping center. The cameras do the traffic monitoring themselves. They are able to count people by making comparisons between a discreet image that changes rapidly over time and the stationary background. The camera technology is state-of-the-art, with ongoing research investigating ways of programming the cameras to take the analysis a level further and distinguish between adults and children and even make confident distinctions between people and supermarket trolleys. Its customer service rationale is based on gathering information that can be supplied to its customers in a format they can easily use to make decisions. FootFall Ltd.'s shift in focus from simple hardware provider to information supplier has led to a need to provide a much higher level of customer service.


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