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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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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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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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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How addressing the 1-2-3 stages of ‘Wiifm’ could enhance consumer engagement

That thought when you clean the drawer only to discover that long-abandoned wearable – “Why did I abandon this again? Oh yeah… it never addressed my Wiifm needs” This post explores how consumer IoT value chain players could address one of their crucial ongoing challenges – enhancing consumer engagement (translated: prevent high abandonment rates) Oh Wearables… what…

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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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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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Commercial Drones – Key Deployment Scenarios & Challenges (Part 1)

Drones; akin to almost every other emerging Industrial IoT solution (different from it’s Consumer IoT brethren); present virtually endless commercial applications due to their relatively small size and ability to be piloted remotely (autonomously or with the aid of a pilot) Part 1 focuses on 5 commercial drone deployment scenarios and related challenges Aside from it’s traditional use within the Military segment, Drones have also proved quite popular with…

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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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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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