OMNI-CHANNEL RETAIL JOURNEY SCENARIO 1 Discover Online | Interact In-Store | Purchase & Transact Online | Repeat Purchase Online | Phone Support | Return & Exchange In-Store In this scenario, the consumer chooses to start their retail journey with an online product research ➜ in-store / in-person product evaluation (experiential retailing) ➜ online ordering (for…

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Introduction to holistic retail Customer Experience (CX) program – Part 1

This segment briefly introduces holistic customer experience (CX) program and outlines its correlation to product & brand experience as it pertains to today’s omni-channel retailers

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One way retailers can address these challenges is by developing a holistic retail CX program that unifies all of their channel specific CX initiatives seamlessly at every one of the consumer touch points that traverses the retailer’s omni-channel footprints Read the full article

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As a starting point retailers would need to identify a range of factors (both common & unique to eChannel) that have the potential to influence their eCommerce platform’s CX These influencing factors may be derived from key consumer interaction points across their eShopping journey and furthermore; retailers may choose to categorize them under key business…

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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 fourth 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

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Developing variations of reference holistic Direct-to-Consumer (D2C) solution framework – (Part 3)

This segment aims to outline how traditional CPG/FMCG manufacturing brands could develop variations of the reference holistic D2C solution framework Quick Note: Despite commonalities inherent to the industry; each CPG/FMCG brand is relatively unique (size, geographic reach, product/SKU mix, long-term goals, partnerships, etc.) and as such their D2C solution strategies too would be reflective of their individual goals & capabilities Part 2 briefly…

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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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Designing a reference holistic Direct-to-Consumer (D2C) solution framework – (Part 2)

Continuing from Part 1; which introduced the benefits and concept of holistic D2C solution; this segment outlines one of the many ways traditional CPG/FMCG manufacturer (and other) brands could design their holistic D2C framework Designing a Typical Holistic D2C Solution Framework – Concept There are many ways in which brands can approach building their version of a D2C solution……

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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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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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Ready to share your in-store (offline) Whole Foods shopping behavior with Alexa?

Amazon didn’t waste any time getting it’s prized product – Alexa-integrated Echo – into Whole Foods stores across the nation… and seemingly at a discount too (read: subsidy). Read on for the quick bite take… So why the rush on this one SKU from it’s broad portfolio of Fire & Kindle products? For Consumers The key…

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Seeking mutual benefits, Google & Walmart partner up

2 days ago Google & Walmart announced their partnership in what is widely seen as a counterweight to the eCommerce juggernaut – Amazon It’s all about Mutual Benefits Quick summary Google brings to table it’s platform – namely Google Home (voice assistant) & Google Express (delivery) <–> Walmart makes available it’s extensive catalogue on the platform (products) The…

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Challenges facing traditional sales proposition (high-end/flagship/discretionary product category)

3 Challenges facing the traditional sales proposition (high-end/flagship/discretionary product category) Overall TV purchase experience hasn’t changed much over the years… entailing: Consumers walking into their nearest retailer / clicking online ➜ viewing in-store demo (model comparison) ➜ selecting the right TV(s) ➜ haggling / price matching (if applicable) ➜ paying by cash/credit card/ 3rd party…

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How 365 brand could benefit from Amazon’s Whole Foods purchase

For $13.7B; Amazon could be getting 2 distinct companies! Amazon’s $13.7B bid to purchase Whole Foods (WF) is seeing a flurry of analysis & speculations alike… from wall street analysts through to Retail pundits and even supply chain gurus this topic is unlikely to subside anytime soon. And why should it? After all, in what…

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How an IoT button could enhance QSR Drive-Thru customer experience (Part 2)

This second segment briefly explores the IoT button design concept, user interface (UI) & experience (UX) and potential peripheral opportunities this concept may present to value chain partners in the long run The 2nd installment continues from the first segment that introduced the how the concept of an IoT button could enhance Drive-Thru experience for…

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Want to boost Premium TV sales? Take a page from the Smartphone Industry

Every time I wander through the TV section across various retailers; a similar thought surfaces – Whilst TV technology has certainly come a long way from my grandmother’s B&W 14″ CRT… it’s overall value proposition; particularly the purchase & ownership experience hasn’t seemed to change all that much! Surely the rapid commoditization of the broader…

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How Amazon Go could benefit… Amazon

Amazon hasn’t been an e-Commerce entity for a while BUT actually an omni-service provider that is one step closer to becoming an omni-lifestyle entity To me; Amazon Go is a clear indication of the importance of Retail Ecosystems; a topic that I would share my thoughts on in more detail at a later date But…

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How IoT-button can enhance Drive-Thru customer experience (Part 1)

Smartphones & broader tech has been changing nearly every facet of the quick-service (fast food) industry… and now it is IoT‘s turn to do it’s bit From the success of smartphone ordering through to Geo-fence based coupons and even smart fryers; the fast food industry is hard at techifying every part of it’s store operations…

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5 Emerging Trends – Smart Home Security

For the purposes of this post, Smart Home Security is a part of the broader Consumer Internet of Things (IoT) solutions; as opposed to Industrial IoT solutions 5 Emerging Trends 1. Smartphones & Apps are enabling adoption of simplified Home Security solutions Pop quiz: What does it take to build a basic home self-monitoring system? Answer:…

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Marketers – Which Millennial are you targeting?

The internet is abundant with Millennial related articles & studies; particularly their impacts on broader socio-economic changes to come The vast majority of these studies & articles we come across today seem to focus on the overall Millennial segment and their generalized attributes These include social causes, social media, spending behavior, environmental concerns, affinity towards shared economy and so on…

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Emerging Trends in Consumer IoT Solutions

For the purposes of this post, the conversation refers to Consumer connected Internet of Things (IoT) solutions; as opposed to Industrial IoT solutions Challenges to Consumer IoT adoption  1. Connected Fragmentation & Isolated Ecosystem A plethora of entities have been investing in consumer connected IoT solutions; in some cases with their own ‘isolated ecosystem’ as a differentiator The very fact…

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McDonald’s – 3 Strategic Initiatives to attract ‘Newer Segments’

For most on this planet, one of the most recognizable brands in the world is undeniably McDonald’s or Mickey D’s or Macca’s (or any other lovable local name it has picked up globally) The golden arch symbol has come to become a permanent member of the elite club; shared by it’s peers Coca Cola ribbon, Apple’s bitten apple…

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Robotics & Autonomous Solutions in Customer Facing Environment

Autonomous & Robotic solutions have been making human’s lives easier since a better part of the 20th century Industrial Robotics are the mainstay of Manufacturing, Logistics, Supply Chain & Warehousing industries who depend on their high precision, low error margins, cost effective alternative & ‘tireless’ operation relative to their human counterparts Adding to the long list of benefits are robots…

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Millennials & Retail

One Segment – Different Millennials Vast majority of the articles we come across tend to focus on the similarities the millennial segment exhibits… such as mobile-centric, omniscient grasp of prices & promotions, expectation of x-channel shopping experience, social influence, buying less cars, proponents of shared economy, environment friendly, higher degree of social responsibility, et al.…

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Role VR/AR play in Retailer’s Digital Transformation

One of the most explored technology today is Virtual / Augmented Reality Both VR/AR aim to bring an immersive & interactive experience of the virtual world to the user in their own ways With VR, the user is ‘teleported’  into a virtual world wherein all of their interactions provide a ‘realistic feel’ with that fabricated environment With AR, users can interact with virtual objects in the real world around them In…

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12 Retail Facelifts

Physical Retail is not dead… …it is merely undergoing a facelift! According to PwC’s global survey, approximately 40% of consumers still make purchases in-store at least once a week, compared to just 27%  for it’s online counterpart Another research from eMarketer forecasts a significant growth of worldwide online purchase share from 5.9% in 2014 to 8.8% in 2018; yet it would…

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‘Loyally Rewarded’ – View on loyalty/reward programs (Part 1)

Loyalty/Reward Programs – Why? Acquisition vs. Retention studies say… statistically speaking the cost of acquiring new customers could be anywhere in the range of 5X – 15X vs. that of retaining existing ones – According to Bain & Co., 5% increase in customer retention can increase a company’s profitability by 75% – Gartner says that 80% of a company’s future revenue will come from…

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To beat ‘show-rooming’ effect… become a Showroom

Sounds oxymoronic right? But it is one of the numerous diversified strategies Retailers can adopt to actually beat the ‘Show-rooming’ effect (one where consumers visit physical retail stores only to purchase elsewhere online) We now know that product & in-person interactions are one of the best trump cards brick & mortar Retailers have  over their ‘e-commerce only’ counterparts… thus, it is imperative for Retailers to educate…

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