Omni-Channel Tech Talk
438 views | +0 today
Follow
Your new post is loading...
Your new post is loading...
Scooped by Jamee Lyn Devlin
Scoop.it!

5 Reasons Customers Will Ditch Your Brand If You Can't Deliver

5 Reasons Customers Will Ditch Your Brand If You Can't Deliver | Omni-Channel Tech Talk | Scoop.it

Delivering what consumers really want from a retailer is a tough task. Check out Metapack's 2015 State of e-Commerce Delivery report to see how delivery options can influence consumer decision to stay loyal or stop shopping. 

Jamee Lyn Devlin's insight:

Today’s globalized, digitized consumer is fairly impatient when it comes to receiving online orders, and retaining brand loyalty with so many other options available can take a feat of near mythical proportions. Luckily, some focus areas exist that keep customers coming back. One of those is delivery option.  


According to Metapack’s 2015 State of e-Commerce Delivery report, speed as well as selection are key deciding factors when it comes to a customer’s decision to return to – or dump – a retailer.  Here are five reasons a customer might decide to look elsewhere:

 

1)      I want more choices – and fast. The race is officially on for delivery speed. With Amazon attempting to establish their own logistics firm and place automated lockers across Europe, and even Uber jumping in on delivery services, rapid delivery and the option to choose when and where a customer has orders delivered has become a vital differentiator when it comes to their oyalty. As 66% choose the retailer that provides more delivery services, and 44% would pay extra for more convenient options, it’s safe to say that those retailers offering a variety of delivery opportunities come out on top for consumers.

 

2)      There's no guaranteed delivery date. Today’s consumers are mobile and generally, they aren’t home, making home delivery options a difficulty for consumers and couriers alike. 30% of consumers feel they should be able to choose a date – or at least a convenient place – of delivery. No one has time to sit at home for days waiting on a package anymore.  

 

3)      It costs too much. I can go somewhere else and get it free or pick it up at the store. Customers will go out of their way for free delivery. A study by UPS stated that 92% of online shoppers will take action to qualify for free shipping. According to LoyaltyOne’s research, 69% of US consumers say that avoiding a shipping fee is enough to get them into a retailer’s brick and mortar store for pickup. 2015 was the year of the Click and Collect boom, and it is only expected to gain momentum in the coming years, but retailers need to make the offering worthwhile for consumers. StellaService’s study found many US in-store pickup plans lacking, with customers who bought online and picked up at the retailer’s store spending 58% of their time in the checkout process, while those who simply bought in-store spent only 15%. Retailers across the UK and France have instituted drive-thru pickup locations and self-automated parcel lockers to streamline and speed up the Click and Collect process. Analysts agree that the US will also see a rise in these solutions in the near future.

 

4)      No one is talking to me. Communication is crucial! Instituting a simple and effective notifications system via email and/or mobile for in-store pickup and deliveries makes customers feel secure about a retailer's delivery system. According to Metapack, 81% of consumers say they track their orders 2 or more times before it arrives, so keeping in touch about where their order is in the process and exactly when it can be collected is essential.

 

5)      I can’t cheaply and easily return what I buy. Consumers not only expect fast and convenient delivery, they place almost as much stock in a retailer’s returns policy and how convenient it is for them. 76% of consumers will check a retailer's returns policy before completing an order, and 51% have abandoned carts because they didn’t like the returns policy, but 81% would shop with a retailer that made the returns process easy.

 

At first glance it may seem a little intimidating, but in reality it's a progressive opportunity for enticing customers to a brand. While poor delivery or click and collect service is likely to lose customers and earn more than a few negative online reviews, a good delivery experience is one of the highest brand loyalty indicators. Although up to 45% of customers said they might never shop with a retailer again if they have had a poor delivery experience, 96% of customers would shop more with retailers that offered a positive one.


The crux is that retailers can keep customers coming back by establishing a delivery program that offers convenience, cost options, and communication. Enriched delivery services can turn one-time shoppers into devoted brand buyers.


Click here for Metapack’s full 2015 State of e-Commerce Delivery report


To find out more about how we can help launch your simple, effective click and collect, customer notification and efficient returns solution, go to swipbox.com.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

On the cutting edge of the last mile - SwipBox parcel lockers

On the cutting edge of the last mile - SwipBox parcel lockers | Omni-Channel Tech Talk | Scoop.it

For more information about SwipBox's solution, go to swipbox.com

Jamee Lyn Devlin's insight:

Most of you have by now heard me extoll the virtues of parcel lockers as a win-win-win situation for retailers, logistics and consumers alike. Check out this informative interview by Supply Chain Brain with SwipBox's Henrik Gedde Moos about the effects of today's e-commerce boom and how a parcel locker can be a simple and cost effective solution for all parties.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

It May Be the 'Now' Economy, But Is Main Street Retail Ready for iBeacon? - Wired

It May Be the 'Now' Economy, But Is Main Street Retail Ready for iBeacon? - Wired | Omni-Channel Tech Talk | Scoop.it

nThe rise of technologies like the beacon, heat mapping and information kiosks have painted a high-tech picture for the future for retail.

Jamee Lyn Devlin's insight:

While we've all seen the recent consumer demand for omni-channel experiences skyrocket, how truly ready is today's  retail for augmented reality and beacons?


Consumer studies consistently tell us that mature e-commerce markets have been primed for omni-channel experiences over recent years with the growing acceptance of smartphones, tablets and now wearables, but as consumers have developed a sense of shopping empowerment and borderline bratty urgency, retail has mostly found the expense and logistics involved in keeping up with those expectations is a tough cross to bear.


While you may soon be seeing beacon ads pop up on your iPhone in Macy's, Walmart, Waitrose and a few major grocery store chains, the augmented dressing room mirror is still a long way in the future for most SME - tailers without the resources to implement multi-million dollar omni-channel campaigns (Walmart is spending over $400M to execute theirs).


In fact, most retailers are still very cross-channel, and are still having a difficult time just keeping track of inventory as it ships from one place to another and possibly back again. Having said that, most of them also realize the need for it and have plans for the future.


So how far of a gap is there between consumer desires and retailers' ability to fulfill them?

Check out this noteworthy article by Wired for more.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Wearables won't just go to gyms and boutiques - they'll also go to work

Wearables won't just go to gyms and boutiques - they'll also go to work | Omni-Channel Tech Talk | Scoop.it
Wearables In The Workplace: 3 Realities InformationWeek Accenture CTO Paul Daugherty, who works closely with Accenture's Technology Labs to develop wearables applications, said in an interview with InformationWeek that the first wave of employees...
Jamee Lyn Devlin's insight:

Despite extremely short battery life and issues with WiFi connectivity, the wearables revolution won't just be fueled by commerce and attractive augmented reality features, but also by the possibilities of efficiency and savings in the workplace.


And before you think high-tech applications, start with police officers, doctors and construction workers.


Check out this article by InformationWeek for Accenture's full report on Putting Wearable Displays to Work in the Enterprise.




more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Google and Barnes & Noble team up against Amazon in the ongoing battle for Same-Day delivery - CNET

Google and Barnes & Noble team up against Amazon in the ongoing battle for Same-Day delivery - CNET | Omni-Channel Tech Talk | Scoop.it
The battle to offer more same-day shipping brings together Google and Barnes & Noble, who hope to take on Amazon.
Jamee Lyn Devlin's insight:

Barnes & Noble's struggles against  Amazon's hold on the bookselling and ebook market may have taken a turn for the better. Teaming up with Google offers a win-win scenario for both parties, as Google adds Barnes & Noble to its already impressive list of retail giants such as Target, Staples and Costco.

 

The Same-Day service will be added first only to a few major Barnes & Noble stores in Manhattan, Los Angeles and San Francisco already offering Same-Day for their own website, but Google representatives hope to see further offerings in the near future.

 

With so many pure play etailers and e-commerce giants partnering with brick and mortar for services such as Same-Day and Click and Collect, where does that leave traditional parcel and postal delivery in the near future? How will they need to change business practices in order to accommodate the needs of today's consumer?

 

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

40% of US consumers think in-store shopping experiences need improvement

40% of US consumers think in-store shopping experiences need improvement | Omni-Channel Tech Talk | Scoop.it
Jamee Lyn Devlin's insight:

US consumers are still more apt to shop in-store than online these days, despite the rise in e-commerce, but you know what they say about the lion at the top of the hill.


According to a new report by Accenture, consumers are steadily picking up on the In-Store pick-up concept, but feel that most retailers lack a seamless multi-channel shopping experience, and the area that needs the most improvement is no longer online.


Check out more here.



more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Linking Clicks to Bricks: How retail centers are using technology to bring back the consumer - CNBC International

The future of retail is investigated by CNBC's Industrial Revolutions. As the use of the internet and smartphones changes the consumer shopping experience, C...
Jamee Lyn Devlin's insight:

Using everything from near field communication coupons to your phone, to augmented reality furniture you can "try" in your own home by taking a picture, retail centers have realized the need for increasingly fun and efficient shopping experiences and have started to deliver.


Check out how these smart centers in the UK are using technology incentives and enhancements to get customers off of the computer and back in the stores in this quick report by CNBC's Industrial Revolutions. 

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

The importance of understanding Big Data

The importance of understanding Big Data | Omni-Channel Tech Talk | Scoop.it
Jamee Lyn Devlin's insight:

Happy Monday.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Want to find out how addicted you are to your iPhone? There's an app for that.

Want to find out how addicted you are to your iPhone? There's an app for that. | Omni-Channel Tech Talk | Scoop.it
Some of us jokingly say that we're addicted to our iPhones. A newly released app called Moment will show us just how true that statement may be. Designed to..
Jamee Lyn Devlin's insight:

Everyone gets the feeling now and then they might spend a little too much time on their iPhone, but most of us see being addicted as a little humorous. And how much time is too much? If you want to find out, you can now download a new app by Kevin Holesh called Moment.


Holesh asked a group of people to guess just how much time they spent on their iPhones, and the result was nearly always about 50% lower than in reality.


Moment tallies the amount of time you spend iPhone-ing on a daily basis so that you can decide to reduce it as you see necessary.


As for the creator? He has reduced the amount of time he spent from 75 minutes to 40 minutes per day.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

How a Teenage Entrepreneur Built a Startup on Bitcoin Riches

How a Teenage Entrepreneur Built a Startup on Bitcoin Riches | Omni-Channel Tech Talk | Scoop.it
What happened when 15-year-old Erik Finman invested a $1,000 gift from his grandma in Bitcoin. Hint: Big money. New business.
Jamee Lyn Devlin's insight:

Why did LinkedIn lower the minimum age to 13?

Because of kids like this. Money from Grandma doesn't just go into a savings account anymore.


Check out the new face of entrepreneurship: teenagers.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Boeing and Warner Bros. pitch their corporate projects to start-ups? Check out the results of SwitchPitch, LA

Boeing and Warner Bros. pitch their corporate projects to start-ups? Check out the results of SwitchPitch, LA | Omni-Channel Tech Talk | Scoop.it
Start-up entrepreneurs are used to pitching their ideas to investors and big-name companies, hoping somebody will give them a break.
Jamee Lyn Devlin's insight:

Think of it as speed-dating for tech start-ups.

But instead of the start-ups pitching their ideas to larger corporations, this role reversal event featured companies like Experian and Boeing giving internal corporate pitches to small entrepreneurs with the intention of gaining some external perspective.


More than just a basic "job interview" situation, SwitchPitch identified corporations with needs for assistance in projects they may not have the expertise for and bridged the gap between well-funded and slightly stuck, to looking for funding and inventive and agile with some success.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Multichannel Retailers Embrace Mobile Quicker Than Pure-Play Online Traders

Multichannel Retailers Embrace Mobile Quicker Than Pure-Play Online Traders | Omni-Channel Tech Talk | Scoop.it
Multichannel retailers are quicker to adapt for mobile than their pure-play counterparts, according to a new report by IMRG.
Jamee Lyn Devlin's insight:

A recent report by IMRG shows that while a little over half of pure-play etailers have adopted a mobile platform, nearly 3/4 of multi-channel brick and mortar retailers have a mobile optimized website.


IMRG's chief operations & policy officer believes that this may have to do with the lack of enterprise-sized platform providers available for bigger brands.


Download the full report here.



more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

There is no spoon.

There is no spoon. | Omni-Channel Tech Talk | Scoop.it
Jamee Lyn Devlin's insight:

Happy Weekend.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Should CIOs be preparing for the imminent arrival of wearables in the workplace?

Should CIOs be preparing for the imminent arrival of wearables in the workplace? | Omni-Channel Tech Talk | Scoop.it
In my last post, I highlighted the imminent penetration of wearables into society, considering some of the broader implications. In this post, I’d like to narrow in a bit on the topic of wearables in the enterprise, and the implications this will have on the CIO.
Jamee Lyn Devlin's insight:

Most analysts believe that it isn't a question of whether wearables will have a presence in the workplace, but when and how. According to Forrester researcher JP Gownder, “The market for company-provided wearables will be larger than the consumer market in the next five years.”


As CIOs become more aware of that fact, the implications of the always-on employee can be construed as a difficult problem to solve, but the more forward-thinking are simply taking measures to maximize the possible efficiency of this upcoming trend.


Some, in fact, have been using a wearable of some kind for years. FedEx CIO Rob Carter maintains that the ring-worn scanning devices used by parcel handlers have provided "terrific value" and has every confidence of wearables' continued use in the future.


For most CIOs, wearables can look a lot like taking a leap of faith on on an opportunity that could seem too good to pass up. On an integration level, a good amount of preparation needs to be done before it can be deemed practical to execute wearables in the workplace on a large scale basis, but many CIOs feel it's worthwhile to look into now before they become commonplace among employees without corporate guidance.


Gownder feels that may be sooner than we think. He predicts that by 2017 “developer ecosystems surrounding wearable devices will mature, creating apps, back-end software and services to support enterprise-class wearables implementations on a broader scale."


What are your thoughts? Do CIOs truly need to start looking at wearables integration in the workplace now? How commonplace will they be in the near future?

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Our Future With 3D Printers: 7 Disrupted Industries

Our Future With 3D Printers: 7 Disrupted Industries | Omni-Channel Tech Talk | Scoop.it
3D printing will bring a revolution the details of which are only now beginning to emerge. From the automotive to the electronics and toy industries, 3D printers will increasingly produce critical parts and finished products.
Jamee Lyn Devlin's insight:

From 3D Panna Cotta to 3D weaponry, more obvious  industries such as medical and automotive also may make way for 3D printed food and military objectives.


While many saw the medical advantages of  3D printed hip and jaw replacements, and most could imagine the significant impact on automotive manufacturing, how about the philanthropic possibilities it may help to become a reality, such as cheaper clean water desalination and low-cost energy sources?


Forbes explores the industries that will most likely be effected, as well as a few others you might not have expected.


See the full article here.


more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

The 10 Biggest Retailers of 2014 - Forbes

The 10 Biggest Retailers of 2014 - Forbes | Omni-Channel Tech Talk | Scoop.it
Global 2000 rank: 20Country: United StatesWal-Mart Stores, Inc. operates retail stores in various formats around the world. It operates through three segments: Walmart U.S., Walmart International and Sam's Club. The Walmart U.S. segment includes the company's mass merchant concept in the U.S., operating under the Walmart or Wal-Mart brand, as well as walmart.com. and also offers financial services and related products, including money orders, prepaid cards, wire transfers, check cashing and bill payment. The Walmart International segment includes numerous formats of retail stores, restaurants, wholesale clubs, including Sam's Clubs, and various retail websites that operate outside the U.S. This segment operates units in three major categories: retail, wholesale and other which consists of numerous formats, including discount stores, supermarkets, supercenters, hypermarkets, retail websites, warehouse clubs, restaurants and apparel stores. The Sam's Club segment includes the warehouse membership clubs in the U.S., as well as samsclub.com. and also offers brand name merchandise, which include hard goods, some soft goods and selected private-label items and brands in five merchandise categories namely grocery and consumables, fuel and other categories, technology, office and entertainment, home and apparel and health and wellness. The company was founded by Samuel Moore Walton and James Lawrence Walton on July 2, 1962 and is headquartered in Bentonville, AR.
Jamee Lyn Devlin's insight:

Many of these are expected - Walmart, Home Depot and Ebay, sure - but who is Inditex?

 

Check out this Forbes list of the highest ranked retailers of the year to find out.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

The importance of Transparency.

The importance of Transparency. | Omni-Channel Tech Talk | Scoop.it
The pain of being the only engineer in a business meeting is perfectly illustrated in the comedy sketch, "The Expert." The sketch was written and directed by Lauris Beinerts and is based on the (Ru...
Jamee Lyn Devlin's insight:

Happy Friday.  (To all of you Engineers from someone who begs your pardon in Marketing and Business Development.)

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Why try on clothes when the dressing room will do it for me? The future evolution of retail stores - NBC News

Why try on clothes when the dressing room will do it for me? The future evolution of retail stores - NBC News | Omni-Channel Tech Talk | Scoop.it
Full-body scanners that take your measurements and recommend the clothes that best fit your body. Seamless checkouts that can be done from inside the dressin...
Jamee Lyn Devlin's insight:

Have you ever stood in line at the grocery store, a cart full of everything from barbeque sauce to bleach, and wished the guy in front of you still paying by check would move it along so you can go get a cup of coffee? Many consumers have become frustrated with the time and energy it takes to physically shop by comparison to the simplicity of ordering online.


Although that kind of scenario is still the status quo in most consumer markets, some changes have already started popping up in mature e-commerce markets designed to give consumers the same ease and convenience of shopping online while in a retail store - and maybe even a little bit of added fun.


For instance, Walmart owned Yihaodian, a Chinese leader in e-commerce with a whopping $1.9 BIllion in sales in 2013, has recently opened 1000 "virtual stores" which customers can enter by downloading the app, and stand facing designated seemingly blank walls or other surfaces located in urban public areas all over China.


By scanning their phone along these walls, virtual aisles will appear which consumers can navigate by physically moving or turning around. They can "touch" items to add to their cart and checkout via mobile pay when finished. The items will be delivered to their homes or a local pick-up location. 


Want more? Try Hointer's streamlined in-store virtual shopping experience.  By downloading their app, consumers can scan items on their phone which will then be automatically delivered to dressing rooms to try on. Don't like it? Throw it down a "garbage chute" which will automatically remove it from your virtual cart. Didn't fit? Use the app or the dressing room screen to order another size, which will auto-deliver itself with a small whoosh to your room.


How about one better? Macy's is trialing virtual mirrors, which will auto-scan your body and display outfits that will look good on you based on your measurements.


With all the of the recent hype about e-commerce taking over the brick and mortar shopping experience, retail chains don't seem to be going through a death rattle just yet.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Disruptive innovations and future technology this week

Disruptive innovations and future technology this week | Omni-Channel Tech Talk | Scoop.it
Disruptive innovations and future technology of the week 13th -20th July
Jamee Lyn Devlin's insight:

Google starts down the road to Smart Contact Lenses, and MIT students print 3D ice cream.


With Apple and IBM partnering to create apps you would think not much can surprise us this week, but this might make you think again.

Check out some of the advancements happening in tech this month in this intuitive infographic by Tumotech.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Personal Data vs. Personalized Shopping Experience: How much are consumers willing to give to get? - IBM study

Personal Data vs. Personalized Shopping Experience: How much are consumers willing to give to get? - IBM study | Omni-Channel Tech Talk | Scoop.it
Customers are willing to entrust businesses with personal information, IBM studies how organizations can provide value with customer data and influence the decisions of shoppers.
Jamee Lyn Devlin's insight:

Not too long ago, personal security and protecting our data was considered a priority for most people in developed markets. Nowadays, we're fairly willing to hand over our personal data for a fitness app that tracks our steps (and might also track everywhere else we go, what we eat, what we purchased and when we slept).


So what happened between then and now?


Enter the internet boom and mobile devices. Industries such as travel and fashion are now so much more accessible that developed societies have become generally conditioned to give away data we used to consider detrimental in order to buy a plane ticket or a pair of Jimmy Choo sandals.


Really if we think about it, a step further no longer seems so  chancy.


A study by IBM concludes that consumers today are fully aware that their personal data is being collected, archived and used, but they accept that for the most part, so long as it is used to give them a more personalized consumer-centric experience across all channels.


Is IBM correct? How safe do you generally feel imparting personal data for your lifehack, app and shopping experiences? And how satisfied with the results are you?

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

6 Brands getting creative with In-store Retail Technology

Today most retailers are investing in innovative retail technology to engage customers and promote social sharing. Providing a digitally-enabled experience in-…
Jamee Lyn Devlin's insight:

Brick and mortar retailers are beginning to realize their advantage over some of their pure-play counterparts, and a few of them are taking it seriously - by having fun.


With the ease of online ordering taking over commerce, the way to many consumers is to do something interesting, creative and fun in-store.


From Lego's Digital Box to Starbuck's exceptional mobile payment app to Marks and Spencer's virtual retail touchscreens, mobstac has detailed a list of a few of today's brands doing imaginative and resourceful things with in-store tech.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

Walmart.com's new CEO has big plans to intensify e-commerce growth

Walmart.com's new CEO has big plans to intensify e-commerce growth | Omni-Channel Tech Talk | Scoop.it
Fernando Madeira will succeed Joel Anderson. So what's next for capitalizing on Walmart?s e-commerce space?
Jamee Lyn Devlin's insight:

Although Walmart's online sales are flourishing, it currently accounts for only 3% of it's total sales, but CEO Doug McMillan has plans for e-commerce expansion.


Having promoted new Walmart.com CEO Fernando Madeira, and with several new delivery facilities opening this year, Walmart has hired over 1000 new employees in Silicon Valley alone to support e-commerce sales and speed deliveries.

more...
No comment yet.
Scooped by Jamee Lyn Devlin
Scoop.it!

10 trends reshaping global retail

Check out the top ten economic, demographic and technology trends that are converging to force changes in the future of retail space. Learn the key attributes…
Jamee Lyn Devlin's insight:

The new face of today's commerce isn't just about how technology will be used to competitively attract consumers.

It's also about how consumers will react to relevant issues such as population growth and urbanization,  and this generation's divide between consumer ethics and consumer desires.

more...
No comment yet.