Posts Tagged ‘Retail’

NRF Top 10 – #1 Intel/Microsoft Digital Display

Monday, February 1st, 2010

At the show, Intel and Microsoft announced a new digital display device.  You can read the news release here, but a video may be more helpful.

While I’ll admit this ranked higher because of it’s high-tech nature as opposed to measurable business benefit, it really is a good representation of the things that are starting to happen in digital signage.  At some point digital signage, augmented reality and customer loyalty will start to come together.  This represents a unique look at interactive technologies that will start to differentiate the experience for the customer in-store/restaurant.

NRF Top 10 – #3 IBM/Cisco Mobile Concierge

Thursday, January 28th, 2010

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Number 3 on the list is the IBM/Cisco Mobile Concierge. This was a concept demonstration of how the in-store shopping experience could be differentiated by leveraging the customers own mobile device.

One thing I learned was that Cisco wireless routers could determine the customers in-store location down to the meter.  This can enable shelf or “micro-location” based services.   Using customer location and other data (e.g., loyalty, purchase history),  the retailer can make offers available that are highly relevant at that moment and at that shelf.

Items scanned by the customer could provide additional information.  There are plenty of services that do this today, but if the retailer is offering this through their own app, there is a greater ability to deliver desired messaging along with reviews and other information.  If an item is not in stock, or the customer simply wants it delivered to their home, this can be seamlessly done from their phone.

Retailers could give customers the ability to find items in-store and, using the in-store location capability, virtually walk the customer to the product.  Additionally, rather than finding the nearest customer service phone, the customer could simply press a button on their in-store app and get help immediately.

Finally, with current smartphone scanning technology (like RedLaser), there is no need for the price-checker.  You can put it in the hands of the customer.

I’m sure there are any number of new services that will be added in the future.  I think the key is for retailers to start thinking about how to leverage the customers own device to provide services which differentiate the in-store experience.

Photo by nedrichards

NRF Top 10 – #4 Modiv Media Shopper

Wednesday, January 27th, 2010

The Modiv Media Shopper offers value to both the customer and the retailer.  As you will see below, customers can scan products as they shop, see their running total, and are made aware of deals based on their location in the store (and seemingly other criteria).  Checkout is done simply by handing over the scanner (and I would think at least a visual check by the cashier).

The future of in-store technology is increasingly in the hands of the consumer.  We’ve gone from cashier-run checkout to self-checkout, to now checkout with a store-provided mobile device.  In the near future, we will see self checkout with the customers own device along with  relevant promotions and services that you can only get on proprietary devices today.  These applications will be powered by software like RedLaser running on the customers smartphone.

In-store mobile is just getting started.  Innovative retailers will use it to gain preference, differentiation and competitive advantage.

NRF Top 10 – #9 FaceCash

Tuesday, January 19th, 2010

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FaceCash is another take on the digital wallet.  From their handout at the show,

“Use FaceCash and the Thinklink network to pay for goods and services at participating merchant stores – all with your iPhone/iPod Touch, Blackberry or Android phone.  Everything about good old plastic, from rewards to statements, is even better with FaceCash.  It’s easy, and it will save you time and money whether you are buying or selling. “

Here’s how it works (from their brochure at the show):

  1. Deposit – the customer deposits money into their FaceCash account allowing them to use the funds anywhere FaceCash is accepted.
  2. Present – Each FaceCash account is tied to a unique barcode that can be displayed on a smartphone or self-printed card to identify customers.
  3. Scan – as soon as the merchant scans the barcode, the customers face appears on the merchant’s PC or Mac to prevent fraud.
  4. Track – Funds are transferred instantly from customer to merchant.  Both the customer and the merchant have complete records available on-line of everything bought and sold.

The team at NRF told me that unlike Square (which also provides a card swipe device for the iPhone ) FaceCash was meant to be like ‘paypal’ for retailers and leverages scanners instead of a proprietary device.

The mobile wallet is something of a holy grail being pursued by mammoth, global companies (e.g., Qualcomm ).  It’s coming, but I don’t think companies like FaceCash will be able to get the critical mass required.  So, while I don’t think FaceCash is the next big thing,  it’s a good illustration of where we are heading.   For independent business owners  FaceCash, Square, Mophie and perhaps Apple itself, all signal a fairly significant change in the cost of being able to accept credit cards.  There will be impact to the incumbent hardware providers in this space as well as the large payment providers – to the benefit of retailers large and small.

Unfortunately, I think the FaceCash guys have a very tough road ahead up against better capitalized, larger competition, but the concept itself is a good example of where things are heading.

Photo credit:  iPhone Mobile Payment 100 Euro by Monty Metzger

Swagg

Monday, January 18th, 2010

Swagg

I’m not sure how I missed this one.  Thanks to Alan Taetle for pointing it out to me.   I remember seeing their booth at NRF, but it just looked like a bunch of tchotchke’s with an attitude.  Needless to say, I missed this for my top 10 list, but in retrospect this likely would have gotten a top spot.

We’ve been hearing about digital wallets for a long time now.  At CES last week, Qualcomm CEO Paul Jacobs announced Swagg.

According to the PDF I found at Pixelatedeek.com,  “Swagg enables smart, efficient and rewarding transactions on the go.  Swagg allows users to purchase, share and exchange gift cards, receive and redeem offers, view loyalty card points or balances, share content and more – straight from the convenience of a mobile device.”

According to an article by Mike Freeman of the Union tribune, Paul Jacobs (Qualcomm’s CEO) said the mobile-gift-card portion of the Swagg platform should be available before the next holiday season.

There are quite a number of new players in the mobile payments space – Square, Mophie, FaceCash and more traditional players like VivoTech and Verifone.  Swagg is a big play, but Qualcomm is a great company (as is their Atlanta-based subsidiary driving this – Firethorn) with massive resources and global reach.

Swagg has the potential to significantly impact the customer experience as it relates to loyalty and gift cards making them both mobile and social.  Definitely one to watch.

There’s not much on the website yet, but here’s a slick video for your enjoyment.


NRF Top 10

Thursday, January 14th, 2010

NRF10Thank goodness AT&T was down all during NRF 2010.  It allowed me to focus on walking the floor without the distraction of various business associates trying to get in touch with me.  :-)

While I can’t say I didn’t miss something, I was able to cover the entire floor.  Here are the top 10 things I found of interest as it relates to technology which impacts the customer experience.

Very few of these will have a massive impact in the short run.  Some may not even be at NRF next year.  However, I believe they point towards the future of retail technology.  I will follow up with a blog post on each outlining what I believe to be their benefits as well as challenges they will have in achieving mainstream retail adoption.

  1. Intel/Microsoft Digital Display
  2. Fashionista by Rich Relevance
  3. IBM/Cisco Mobile Concierge
  4. Modiv
  5. IBM Social Media Data Mining
  6. Lightspeed by Xsilva
  7. Transaction Tree*
  8. Identity Mine Retail Map
  9. FaceCash
  10. Ikan

*full disclosure – I am not an investor, but I have been an informal advisor to Transaction Tree.  And I just happen to like them.

Update – after originally posting this, I learned that I missed Swagg, which would definitely have made the list.   More on them in a follow up post.

Mobile in Retail?

Saturday, January 9th, 2010

Just saw this posted at the Global Retail Executive Council blog.  This could explain the confusion I expressed in my previous post.

mobile poll

Retail Sales Back from the Abyss

Monday, December 14th, 2009

The U.S. Census Bureau announced last week that advance estimates of U.S. retail and food services sales for November, adjusted for seasonal variation and holiday and trading-day differences, but not for price changes, were $352.1 billion, an increase of 1.3 percent from the previous month and 1.9 percent above November 2008.

Good news that we are finally showing positive year over year comps. Here’s a graph of monthly data going back to 1993.

Adj Monthly Retail Sales Nov 2009


Although, when you look at the adjusted totals through November of 2008, we are still down 7% year over year.  Total retail sales are below 2007 and 2006 levels as well.  We are just 1.4% above 2005 levels to this point in the year.

11 month retail sales totals 2005 to 2009


So, it looks like we are pulling back from the abyss, but we still have a ways to go to get back to the levels of 2006, 2007 and even 2008.

Retailers must differentiate to take market share and grow.  For many retail segments, the customer experience will be what separates the winners from the losers.

Interview with Jack Dorsey about Square on CNBC

Tuesday, December 8th, 2009

Jack Dorsey on CNBC talking about Square.

Mobile Internet and Retail – Part Two

Tuesday, December 1st, 2009

Pretty young woman using her mobile at a clothes storeThis is part two of a blog post regarding Mary Meeker’s 2009 Web 2.0 presentation and implications for retailers.  For me, there are six key takeaways:

1.  Your customers will increasingly carry massive computing power and, via the cloud, access to any information and services they want.  You need to make them value yours vs. some third party price comparison site.   Build and deploy valuable applications that support the customer through the buying cycle from search, to store, to purchase.

2.  Customers will expect Wi-Fi service at every retail location.  I know there are issues.  Provide it anyway.

3.  Location, location, location.  Not yours; your customers.  Knowing the customers location will enable entirely new ways of communicating and fostering a relationship with them.   Be careful.   You need to offer value for this information.   If you use this information to spam them, the opportunity for conversation will be lost for a very long time.

4.  Ready or not, devices like the iPhone are coming to the retail enterprise.  People are using them in their daily lives and will see the value of using them at work.  Security and other concerns need to be addressed, but departments and business units will push retail CIO’s to incorporate these tools sooner rather than later.

5.  The information kiosk is dead.  The customer is carrying the next generation kiosk with them.  Make this part of your mobile commerce strategy.

6.  As in Japan, mobile commerce will represent the fastest growing channel for multi-channel retailers.  I know; we’ve been talking about mobile commerce for a decade.  The iPhone changed everything.  If you don’t have a mobile commerce strategy.  You need to develop one – now.