Customer Centric Innovation
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Customer Centric Innovation
Customer centric innovation in retail : loyalty / customer experience / digital marketing / mobile / omnichannel
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Grande distribution et revolution digitale : multicanal crosscanal ...

La grande distribution affronte actuellement avec Internet une étape majeure : l’apparition de puissant acteurs du e-commerce couplée à de nouvelles habitu

Via Dominique Palacci, Emilie MOUGIN
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Dominique Palacci's curator insight, July 14, 2013 4:26 AM

Un dossier très complet et bien écrit pour comprendre les enjeux qui se jouent en ce moment.

J'adore l'idée que la Grande Distribution passe du self service à un statut d'expert en proximité et en qualité de service. Y'a du boulot sur le terrain pour mettre les vendeurs à niveau.
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[Infographie] Email dead or alive ?

[Infographie] Email dead or alive ? | Customer Centric Innovation | Scoop.it

Via Alex Butler, Emilie MOUGIN
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IOANNIS APOSTOLOU's curator insight, August 22, 2013 4:00 AM

Hahaha! excellent infographic!

Emilie MOUGIN's curator insight, August 26, 2013 4:15 AM

For most marketers, email will continue to trump other communication channels because it is trustworthy, relevant, strategic and allows cross-channel coordination. Not convinced?

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INFOGRAPHIC: Shoppers Great Expectations of Customer Service

INFOGRAPHIC: Shoppers Great Expectations of Customer Service | Customer Centric Innovation | Scoop.it
The post INFOGRAPHIC: Shoppers Great Expectations of Customer Service appeared first on Multichannel Merchant.

Via Benjamin Noudelberg
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Quand le e-commerce s'invite dans votre voiture… - Webzeen

Quand le e-commerce s'invite dans votre voiture… - Webzeen | Customer Centric Innovation | Scoop.it
Webzeen
Quand le e-commerce s'invite dans votre voiture…
Webzeen
Des études ont démontré que l'on passe en moyenne 1H à 2H par jour dans les transports, que ce soit pour se rendre au travail ou pour ses loisirs du Weekend.

Via FredColantonio
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FredColantonio's curator insight, September 11, 2013 1:39 AM

Connaissez-vous Cardrops, le service de livraison de colis directement dans votre coffre ? Disponible en Belgique, en plus :)

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Web to store : les nouveaux parcours d’achat (étude et infographie)

A l’appui d’un livre blanc sur les enjeux du web to store, MAPPY en partenariat avec BVA et Novedia présentait hier cette étude 


Via Bertrand Jonquois, Benjamin Noudelberg
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Bertrand Jonquois's curator insight, September 13, 2013 3:35 AM

Livre blanc sur les enjeux du web to store, une étude très riche et éclairante sur un parcours client en plein bouleversement

Lise Déchamps's curator insight, September 14, 2013 7:12 AM

4 profils d'internautes clients selon les achats :

* 88% font des achats Full Digital

* 78% font des achats ROPO

* 63% font des achats Full Store

* et enfin 41% font des achats Showrooming c'est-à-dire en effectuant une recherche en magasin avant d'acheter en ligne. 

Véronique LIORET's curator insight, September 15, 2013 5:42 PM

Une étude très complète à lire absolument !  

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Travel firms urged to sharpen their game after BA's Twitter nightmare

Travel firms urged to sharpen their game after BA's Twitter nightmare | Customer Centric Innovation | Scoop.it

Description: How to avoid being caught out by disgruntled customers


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Marchés émergents : l'achat d'impulsion a le vent en poupe

Marchés émergents : l'achat d'impulsion a le vent en poupe | Customer Centric Innovation | Scoop.it
Une vaste enquête mondiale, menée par Nielsen, révèle différences et similitudes sur les comportements en matière d'achats d'impulsion.

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Responsive Design dans l'e-commerce : l'avis des managers

Responsive Design dans l'e-commerce : l'avis des managers | Customer Centric Innovation | Scoop.it
Le Responsive Web Design est-il toujours une bonne idée pour l'e-commerce ? L'avis de trois directeurs techniques d'e-marchants d'envergure : Pixmania, PriceMinister et TopAchat.

Via Arnaud Coppel
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Gap étend son offre cross-canal avec le service “Reserve in store”

Gap étend son offre cross-canal avec le service “Reserve in store” | Customer Centric Innovation | Scoop.it
Testé depuis juin, ce service permet au client de pré-réserver jusqu’à 5 articles sur le site web du distributeur, et de le retirer gratuitement puis les payer dans l’un des magasins américains participant au pilote.

Via Davy Dauvergne
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Bertrand Jonquois's curator insight, September 10, 2013 6:47 AM

Une étude américaine pointe le fait qu’un client cross canal dépense en moyenne davantage qu’un client se contentant d’un canal unique d’achat, parfois même jusqu’à 70% de plus.

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E. Leclerc se lance dans la vente d'optique en ligne

E. Leclerc se lance dans la vente d'optique en ligne | Customer Centric Innovation | Scoop.it
E. Leclerc avance ses pions sur le secteur de la santé en ligne en lançant un site de vente de lentilles de contact. (E.

Via FredColantonio
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FredColantonio's curator insight, September 11, 2013 3:07 AM

E. Leclerc lance Optique-Leclerc.com, un site de vente de lentilles de contact né de l'acquisition en janvier dernier de l'e-boutique Candelens.com

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5 types of travellers among Chinese netizens

5 types of travellers among Chinese netizens | Customer Centric Innovation | Scoop.it

Luxury shopping travellers like to show off their luxury purchases on social media. Leather goods and ready-to-wear are the most buzzed categories. They gain overseas shopping information from Taobao and social shopping websites. The Weibo accounts of professional overseas buyers play a big role in their information gathering and purchasing. Luxury shopping travellers favor innovative and trendsetting brands. Limited editions and unique designs are very effective methods to stimulate purchase.

 

Eve Lo, Chief Knowledge Officer, GroupM China said, "Holidaymakers embrace the joy and opportunity offered by travel, and are open to new experiences, providing a great opportunity for brands to offer engagement. Brand marketers must understand the consumers’ passion points and provide a unique experience.”


Via Jerome Goldberg (JMG-Research / ForwardKeys)
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Jerome Goldberg (JMG-Research / ForwardKeys)'s curator insight, September 12, 2013 9:44 AM

This analysis stress the importance of being online. As we highlighted in our 'Chinese PAX Focus' research, the brands have to be visible online, as the future travellers are gathering a lot of information before they start their journeys...

Nelly Wandji's curator insight, September 15, 2013 4:39 AM

roughly 16.000 chinese travelling to Europe (mainly Paris & Rome) & 9.8% buying Luxury goods...

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Jack Dorsey sees Square’s Future in Analytics ... And Eventually, Personal Finance

Jack Dorsey sees Square’s Future in Analytics ... And Eventually, Personal Finance | Customer Centric Innovation | Scoop.it

Jack Dorsey recently offered a look at the early days of Square, but today at the Techonomy Detroit conference, he was asked about the company's future — specifically what Square will look like in five years

 

Therese's comment: Let's hope Square has a future in payments, too...

Marty Note
I agree with Therese. Seems a good idea to conquer one world before dreaming of conquering others. My other reaction is how crowded the Business Intelligence (#BI) space is about to be since everyone seems to fancy their tool ad the next great, BI hope. The problem with BI is gold you haven't mined yet can't be worn around your neck :).

Therese Posted A Followup
Marty, a friend of mine called Nicolas Guillaume (FI entrepreneur and very good analyst of financial markets... in French) opened my eyes about this: Jack Dorsey talks about BI but what he really wants to do is direct marketing à la "Groupon meets Cardlytics".

 

It makes sense to me: the 2.75% commission on a payment transaction is horrendously high but 1) it will go down and 2) there may be not much left of it for Square after everybody in the payment chain gets their cut. Merchants don't want to pay such fees for payment processing anymore. But they are definitely ready to pay for new customers.

 

Square will not sell the data but the prospect ! It will send a voucher for MacDo to a regular customer that did not visit for 2 days and a discount on the pants to the lady whobought the suit's jacket. Your take? »

Marty Take
Thinking about Square again after your friend’s comment it all comes down to how disruptive are they really. Your friend and Square’s action indicate not disruptive enough and I tend to agree. As far as spreading out into strategic areas such as cart abandonment and coupon creation and redemption go I wouldn’t invest in there personally if my money was guaranteed since my time wouldn’t be (lol).

I’ve used “cart abandonment” tools and they work. They require finesse since to go directly at an abandonment can create “Big Brother” fears, but the concept works like a charm. Square could be a player in that kind of 2 step BI if they want. Two step because you have to have business rules that recognize conditions that fire messaging systems have been triggered.


Square won’t be the first in the abandonment space (MyBuys is large and in charge in there for carts but not strong in mobile yet). Visa and MC are sure to come in with something similar and play a MAD (mutually assured destruction) pricing game with Square. Square has to create enough value add to justify their existence and growth when they are knocked off (as is sure to happen).

The problem is, and I work in an industry rife with this, not just anyone can morph into strategy. I see how the BI base could provide a much higher margin engagement since "marketing services" pay better, but jury is out on GroupOn for me.


Groupon's idea is to disrupt a market using a single tactic - price. Short term such disruption can be massive and painful especially to the Small to Medium Businesses (SMBs) NOT paying "stay alive" protection money to Groupon. I'm an old school brand strategists and so I HATE selling on price. Price is the last refuge of the truly desperate.


That price translates so well online is not a mystery. Any comparison engine reduces the world to its lowest common denominators. When you are a hammer, to quote a piece I wrote this morning, everything looks like a cheap nail. My friend swears by the juice Groupon shares, but I wonder if they don't poke a mortal wound into a restaurant, fitness center or other local businesses. Is there brand loyalty and repeat or just a raid?


Big brands can afford a few GroupOn-esque games. Their reputation is established and they are trying to push out to the margins. Little guys don't have as much brand elasticity. They establish their tribe and brand advocates with every action. They sing for their supper daily.


I don't deny that there is BI gold in them there payment hills since money is the ultimate "can only use once" vote. Given the coming squeeze Square is sure to face I can understand the desire to run up the "BI Strategy" flag. The question is will anyone sail on the ship. Any data that can provide persona characteristics combined with actual purchase history is valuable.


In fact, it is the "actual purchase" data that continues to vex Facebook. What my former direct marketing bosses taught is to FEED THE MONSTER. You will never see more or better marketing focus than among a tribe of direct marketers. DMers don't know from "branding". They do things that make money or they stop doing them.


Great to know my Facebook followers love Tom's, drive hybrid cars and eat natural foods. My personas are stronger with such profiling, but the missing piece is how did/do they spend their money. The virtual vs. social identity thing creates dissonance between how we consumers SEE ourselves vs. how we actually ARE (lol).


If Square can add the missing piece to the puzzle, where the money goes, they will create value. While I see their squeeze now better thanks to your friend I don't envy them the journey. Money only really has one "job" - to replicate itself. Those who understand how to do that better and faster tend to accrue benefits that make attack hard to impossible.


This is why banks become "too big to fail". Networks, according to one of my favorite books Linked by Notre Dame network researcher Barabasi, do much the same thing. This is why there is always a gold rush like scramble for territory as an Internet empowered market opens. Territory grabbed at the beginning costs less and may make the difference in the end as Facebook may prove yet.


I thought your original point that the knitting Square is attacking is sufficiently arduous that it should demand full concentration, was valid and insightful. There may be a tiny spec of blue ocean in the payment BI space for a second or two so getting in and grabbing probably makes sense. Not knowing the exit strategy I can't judge for sure.


I bet the exit is acquisition with enough money to live next to a sandy beach and have frosty drinks with little umbrellas served at a moment's notice. Actually, like most entrepreneurs I've met I bet the exit is to have enough cash to not worry and start something new. Either way carving a niche playing against the "rich get richer" nature of two markets (BI and money) takes courage.

Wish them well. They will have to disrupt and create a new value prop. Can be done, never easy :).M


Going to move this to ScentTrail Marketing ( http://scenttrail.blogspot.com ) since it is fascinating and I know some of the people that read my posts there would enjoy reading.

 

 


Via Therese Torris, Martin (Marty) Smith
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Therese Torris's comment, September 14, 2012 12:30 PM
Marty, a friend of mine called Nicolas Guillaume (FI entrepreneur and very good analyst of financial markets... in French) opened my eyes about this: Jack Dorsey talks about BI but what he really wants to do is direct marketing à la "Groupon meets Cardlytics". It makes sense to me: the 2.75% commission on a payment transaction is horrendously high but 1) it will go down and 2) there may be not much left of it for Square after everybody in the payment chain gets their cut. Merchants don't want to pay such fees for payment processing anymore. But they are definitely ready to pay for new customers. Square will not sell the data but the prospect ! It will send a voucher for MacDo to a regular customer that did not visit for 2 days and a discount on the pants to the lady whobought the suit's jacket. Your take?
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Quelques chiffres sur le mobile et le e-commerce

Quelques chiffres sur le mobile et le e-commerce | Customer Centric Innovation | Scoop.it
 Quelques chiffres US sur l’évolution du mobile récupérés via une infographie KissMetrics diffusée par GetElastic. Ce sont des chiffres sur l’année 2012.

Via Adeline Ferrier
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Walmart boosts Scan & Go self-checkout with mobile coupons

Walmart boosts Scan & Go self-checkout with mobile coupons | Customer Centric Innovation | Scoop.it

Walmart continues to ramp up its mobile in-store Scan & Go program by giving users the ability to clip coupons by tapping their smartphones and having the savings automatically applied when they check out.


Via Emilie MOUGIN
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Coca-Cola, Milka : quand la stratégie publicitaire bouscule les chaînes de production

Coca-Cola, Milka : quand la stratégie publicitaire bouscule les chaînes de production | Customer Centric Innovation | Scoop.it

Un carré de chocolat a été enlevé dans les tablettes Milka. La marque veut inciter les consommateurs à donner leurs coordonnées sur son site Internet pour que soit ensuite envoyé à la personne de leur choix le carré manquant, tout cela aux frais de Milka.


Via Emilie MOUGIN
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Flux Web to Store to Web_ROPO 2013


Via Guislain d'Hauteville
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Guislain d'Hauteville's curator insight, August 5, 2013 9:26 AM

2ème édition de l'observatoire du ROPO mené par l'agence FullSix.

Quelques chiffres intéressants pour quantifier les effets du muticanal sur la distribution traditionnelle.

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Que porter pour vendredi prochain? | L'Atelier: Disruptive innovation

Que porter pour vendredi prochain? | L'Atelier: Disruptive innovation | Customer Centric Innovation | Scoop.it
Atwendo est une plateforme qui agrège les boutiques de créateurs indépendants européens et met à disposition des personal shoppers pour vous conseiller et trouver la meilleure tenue.

Via Adeline Ferrier
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Omnichannel Retailing and Data Analytics: Leveling the Playing Field

Omnichannel Retailing and Data Analytics: Leveling the Playing Field | Customer Centric Innovation | Scoop.it
Image courtesy of Flickr user Vermin Inc. I’ve had my eye on a Breville Panini Press and Grill for longer than I’d like to admit. I’ve dutifully signed up for email alerts to deals and sales.

Via Fred Zimny, Guislain d'Hauteville
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Pour les enseignes beauté et parfumerie, il faudra aussi créer des passerelles entre site marchand et boutiques

Pour les enseignes beauté et parfumerie, il faudra aussi créer des passerelles entre site marchand et boutiques | Customer Centric Innovation | Scoop.it

A l’occasion de l’ouverture du salon Beyond Beauty, nous vous dévoilons quelques données sur les comportements des acheteurs dans le secteur de la cosmétique. Il faut dire que nous avons de la matière, puisque les segments soins visage, corps, cheveux, ainsi que maquillage ont fait l’objet d’un volet dédié dans notre baromètre Smart Shopping.


Via Davy Dauvergne
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Dossier : Stratégie et design des différents concepts Mac Donald’s

Dossier : Stratégie et design des différents concepts Mac Donald’s | Customer Centric Innovation | Scoop.it

Brio fait un état des lieux des différents concepts récemment implantés en France par Mac Donald’s. Evidemment nous ne parlerons pas aujourd’hui de stratégie culinaire pour nous concentrer uniquement sur la stratégie design de l’enseigne...

 


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BRIO's curator insight, September 12, 2013 8:35 AM

Depuis quelques années la marque tend à faire évoluer son image. Après la mise au placard de Ronald, du jaune criard et des jeux pour enfants Mac Do a entamé un ambitieux travail de relooking de ses restaurants. Le numéro un mondial des fast-foods a en effet investi des millions de dollars pour donner un air plus chic à ses « restaurants du peuple ». Voici les 8 concepts déployés en France ces dernières années, leur positionnement et leurs caractéristiques principales

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The Average Smartphone User Downloads 25 Apps

The Average Smartphone User Downloads 25 Apps | Customer Centric Innovation | Scoop.it
This chart ranks the 10 countries where people download the most smartphone apps.

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M-marketing : opportunités à saisir dans les services connexes au paiement mobile

M-marketing : opportunités à saisir dans les services connexes au paiement mobile | Customer Centric Innovation | Scoop.it
Selon un rapport sur l’état des lieux du paiement mobile, les marketeurs devront profiter des demandes des consommateurs et multiplier des offres liées à l’aspect hors-paiement des portefeuilles mobiles.

Via L'Atelier, Sandrine Godefroy
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Saint Maclou veut personnaliser la déco

Saint Maclou veut personnaliser la déco | Customer Centric Innovation | Scoop.it
'Vendeur de solutions personnalisées en décoration sols, murs et fenêtres' : le nouveau positionnement de Saint Maclou est lancé avec un nouveau modèle de magasin dans la ville de Villeneuve d'Ascq.

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Cardlytics : le marketing des relevés, ça marche !

Cardlytics : le marketing des relevés, ça marche ! | Customer Centric Innovation | Scoop.it

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:MasterCard entre dans la danse des promotions ciblées (Analyse par C'est pas mon idée ! suite à l'achat de Truaxis par Mastercard

:MasterCard entre dans la danse des promotions ciblées (Analyse par C'est pas mon idée ! suite à l'achat de Truaxis par Mastercard | Customer Centric Innovation | Scoop.it

Les offres et promotions personnalisées ont décidément le vent en poupe. Après la vague des startups (dont Cardlytics fut une des pionnières), puis les initiatives internes (notamment celle d'American Express) et l'arrivée de "gros" éditeurs (par exemple Intuit), la maturité du secteur progresse encore avec la récente annonce de l'acquisition de Truaxis (ex-BillShrink) par MasterCard.

La technologie de la jeune pousse est classique, dans son domaine. Grâce à une analyse poussée des relevés de dépenses (y compris les achats et factures récurrents, notamment), elle propose régulièrement aux porteurs de cartes bancaires des coupons et promotions, ciblés précisément en fonction de leur profil de consommateur et, donc, (en principe) particulièrement pertinents.


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