Exploring factors that influence eCommerce consumer experience (CX) – Part 1

This first article in a multi-segmented topic briefly explores some of the key factors that influence eCommerce / online shopping consumer experience (CX) Quick note: Despite some similarities inherent to the industry, each retailer brand is relatively unique (geographic presence, product mix, service offerings, strategic goals, industry partnerships, et al.) and as such their eCommerce,…

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Direct-to-Consumer (D2C) Service Model Example

Potential D2C Service Model One potential solution for CPG/FMCG brands would be to develop a D2C service that complements their existing B2B2C channels’ offerings with focus on mutually exclusive product portfolio + Value Added Services (VAS) Read the full article

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Exploring Direct-to-Consumer (D2C) Service Model for traditional CPG/FMCG brands – (Part 4)

This segment explores a D2C service model as it pertains to food/beverage CPG/FMCG brands; aspects of which; may also be applicable to a multitude of other product categories & service industry verticals Quick Note: Despite commonalities inherent to the industry, each CPG/FMCG manufacturing brand is relatively unique (size, geographic reach, product/SKU mix, long-term goals, partnerships,…

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Designing a reference holistic Direct-to-Consumer (D2C) solution framework – Concept

There are numerous ways in which brands can build their version of a holistic D2C solution framework… although… …a typical D2C solution framework would comprise of varying combination of initiatives across 3 key (D2C) modules – Core Interface, Channels and Products & Experiential Services Read the full article

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How traditional CPG/FMCG brands could benefit from building a holistic Direct-to-Consumer (D2C) Solution – (Part 1)

Meandering through the endless aisles at a local supermarket only to discover my favorite chips & dips were out of stock… again! Only if there was an option to seamlessly purchase (hybrid frictionless) them directly from the food & beverage manufacturing brand? Perhaps traditional food & beverage manufacturing brands too could benefit from building a holistic…

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To measure a smartphone/brand’s performance look beyond the shipments metric

One question I’ve often been asked is – “How do you measure a smartphone (model / brand’s) performance or success?” There are many metrics by which a smartphone’s (model / brand) performance (or success) can be measured; the most common of them being the unit shipments Quick note: Different entities (Carriers, brand, retailers, etc.) & teams within (procurement, marketing, pricing, channel ops, etc.) the smartphone’s value chain will have different goals and…

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Key touch points across typical shopper/customer retail journey

6 key Consumer Touch Points The number of touch points retailers will have with consumers / shoppers / customers will depend on several factors (business model, product range, complexity, omni-channel spread, etc.) Taking a simplified view, consumer journey typically traverses through the following 6 key phases (analogous with the Zero, First & Second moments of truth) Product Discovery: The touch point where consumers…

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Loyally Rewarded – View on loyalty/reward programs (Part 2)

Continuing from Part 1, this post explores some of the delivery mechanisms of loyalty/reward program models as well as key metrics to track their effectiveness and success Loyalty/Reward Delivery Mechanisms Aside from the back-end systems to support the loyalty/reward platform, it is equally imperative for businesses to implement an extremely friendly and intuitive front-end User Interface (UI) and Customer Experience…

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To integrate supportive friction within shopper/consumer purchase experience or not?

To integrate supportive friction or not? For any retailer, the decision to integrate supportive friction (& how much of it) could broadly be based on a combination of 4 key factors – Read the full article

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‘Wiifm’ stages of Consumer Engagement

1-2-3 stages of Wiifm – Consumer Engagement Journey (IoT) Regardless of the IoT offering (standalone device / comprehensive solution), consumer engagement could be achieved by provisioning of relatively simple insights though to autonomous actions and/or ongoing tangible rewards Stage 1: INSIGHTS In the short-term, insights-as-a-benefit from the underlying IoT device (or solution) would help in keeping consumers engaged 1.1 Primary Insights: Relating to insights generated from the direct activities of the…

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Retiring the L-wallet… One m-Transaction at a time

The following post focuses on the In-Store m-Transaction component of the broader m-Pay & m-Commerce solutions within emerged markets (particularly U.S)… examples of which include Apple Pay, Google Pay, LoopPay, et al. The dreaded ‘F-word’… …Fragmentation is a familiar ‘problem’ whenever a new trend is initiated from within the technology sector – Contributed by an excess of Start-ups and Established players wishing to develop ’The Ultimate…

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