Posts tagged Mobile commerce
Adam Davidson in a recent New York Times article writes about a disappointing shopping experience at Ikea. He had such a terrible experience, driven by less than par customer service that he didn’t return to the retailer for about five years. 5 years later when he went back he noticed that something had changed- because of better in-store management software, more staffs were present in relevant places where customers might require the most help. In the end Davidson contemplates whether even more sophisticated technology could actually help in-store retail staff to go beyond just being in the right place, and actually better do their job.
Davidson’s experience is not unique, and I am sure that all of us at one point or another have been to a store that for various reasons- we just can’t stand. This usually results in us avoiding that retailer at all costs, or at least until absolutely necessary. Perhaps mobile’s role in reconciling situations such as these has been somewhat overlooked. Although mobile retail is making traction: in-store mobile convergence is still missing and remains virtually unnoticed as a way to increase in-store staff productivity and ultimately sales.
Technology is the customer service enabler
Most staff in a retail store can be found at the POS, processing cash and credit cards, putting things in bags and passing over a receipt. But, with technologies on the move, such as mobile POS’s, self-check-outs and Bluetooth Low Energy (the technology behind Beacons), eventually less staff could be required when the customer is already finished their shopping.
BLE for example, enables a check-in by mobile phone, so that customers can be tracked through their purchasing path while in-store. Checked in customers can receive coupons, make payments and get digital receipts, meaning that less time and staff would be needed at the POS. Shorter transaction times, could also nix long lines and waiting times, which I’m sure both staff and customers would appreciate.
What’s more, BLE would enable store staff to start preparing orders while a customer is still browsing, and even identify store traffic patterns, so that staffing could be done strategically to deliver more customer service or product information in the busier sections. Imagine though if employees also checked in with BLE? Tasks and responsibilities could instead be delegated by mobile phone rather than in person, saving the time required to manage and hunt employees down.
Click and collect, a smart commerce system that also enables staff to provide a better level customer experience, is also making inroads amongst many retailers including: Zara, Sephora, KFC, McDonald’s and grocers like Carrefour City. Because the customer checks in on the way to pick up an order, which has been placed before arriving at the store, employees have the order prepared, packaged and ready for pick-up when the customer arrives. There is no transaction processed in-store, instead the customer just shows their order confirmation number, and gets on their way.
The death of the Shopping Mall
A lot of the talks surrounding the recent NRF conference centered on the changing role of the brick & mortar shopping store. Rick Caruso, owner of 3 shopping malls, in an opening address at the NRF 2014, claimed the “shopping mall is dead,” one of the big reasons one has not been built in the US since 2006. This reminds us just how drastically the retail store is changing because of new digital shopping trends, which inherently means that the role/tasks of in-store retail employees should also be changing too. The solution, like Davidson realized when visiting Ikea again after 5 years is- technology. Customers equipped with a mobile phone, will eventually want different kinds of customer services in-store, a nail that has yet to be fully hit on the head.
Read more on the New York Times about retail operations management software
While many of the current retail commerce conversations have been focused on the mobile shopping strategies that tier 1 retailers are implementing, little has been said about how the mobile revolution is affecting the rest of retail. In the current state of retail with increasing online competition and new values over finding the best prices, every sized retailer should be thinking about how to get on board with mobile shopping. Here are some best practices that retailers of any size can follow to break into mobile shopping.
Mobile accessible: We first recommend that every sized retail chain has a website that is accessible by mobile phone. This is important because, 70pc of consumers call a business directly from search results and an additional 57% won’t recommend a business that has a poorly designed mobile site. Have your phone number, location, operating hours, and product catalogue easily available by mobile phone, to ensure you are not driving traffic to competitors.
Leverage what you have got: If you are already using an ecommerce site like Magento, Prestashop or Drupal, we suggest opting for mobile and web apps that can connect directly with these platforms. Learn more about AIRTAG’s ecommerce integration features.
Customize rather than build: For small to medium sized retail chains, that want their own mobile app or wallet, we recommend using customizable white label solutions rather than building a mobile wallet application from scratch. Building is incredibly time consuming, costly and requires very detailed technical management. You are better off customizing a solution which will save time, money and in the end headaches. Learn more about the benefits of white label wallet solutions.
Most importantly, many retailers have seen mobile as a real opportunity to increase sales, raise the frequency of in-store visits, and build strong customer relationships to foster brand awareness and visibility. We encourage all retailers to think of mobile in a similar way – as a crucial and growing, business opportunity.
Article by AIRTAG, originally appeared on Business2Community
Read our mobile shopping Case Study’s to learn more
Last week, the Annual Grocery Shopping Habits Study, revealed that consumers are more ready than ever to embrace mobile grocery shopping. The study also indicated how frequently consumers
visit grocery stores, with more than 85% visiting once per week and 42% visiting more than twice per week; leaving Grocery stores probably one of the most frequently visited proximity retail locations that I can think of.
But, while consumers are going grocery shopping often, at the same time only 13% actually feel loyal to a specific grocery brand. Considering the frequency of store visits, the readiness for adopting new mobile services and the lack of brand loyalty, I can’t think of a more relevant scenario for mobile shopping intervention.
With a mobile wallet grocery retailers could actually build more loyal customers by bringing together services like ordering, payments, loyalty and couponing, to make their store the preferred shopping location, all the time.
What’s more is that, the increasing competition from the likes of mobile commerce giants like Amazon, with its new mobile grocery ordering service, could eventually become a big threat to grocery retailers. Those who do not converge could risk being left behind and losing market share.
How Mobile Shopping fits into the Customer Journey
In the typical “grocery shop”, there are essential items that we need, items we prefer to choose ourselves (like fruits and vegetables) and then there are also times we just need a couple things and want to be in and out as fast as humanly possible.
Catering to these complex customer journey’s, the Mobile Wallet we developed for Carrefour City, enables shoppers to pre order and pay for essential items, but also add additional products to the basket in-store. When the customer arrives at the store, orders can be picked up at a designated check out. Because nobody likes waiting in long lines, users of the service get to skip the line, no matter if they add additional items or head right to the check-out to pick up their order. This whole process cuts down ordering and waiting time by about 60-70% and also increases the average ordering amount by almost double.
But, this only scratches the surface of how mobile can improve grocery shopping. Take for example couponing. With 76% of grocery shoppers adding additional items to their intended grocery shopping list, couponing could be better used to influence real time purchasing decisions. A customer is walking down the cereal aisle, and receives a discount on a cereal brand, they weren’t going to buy cereal during this visit but eventually will, so that discount in-store at the right time can really inspire purchasing. What’s more is that customers really want to receive those coupons.
Today’s grocery retailers need to know, that by delivering mobile services, there is little to no risk in losing customers; things can only get better. Nowadays, with 52% of consumers already visiting a grocery retailer’s site or mobile app, they are already used to mobile shopping all the time. Enabling the option to order and pay while browsing that content is only going to make things easier. Customers can still shop in the traditional way and those who prefer to shop by mobile phone will now have access to mobile services with more benefits and increased savings.
Read more on the Annual Grocery Shopping Habits Study
Learn more about the AIRTAG Mobile Wallet for retailers, AIRSHOP
A couple of years back, almost everyone thought of a wallet as a human accessory used for storing the daily essentials. Fast forward to now and the wallet has mobilized and is quickly becoming the newest Smartphone trend. A quickly evolving technology trend, with many different players, doesn’t always make for user friendly understanding. So, here’s our GO, at doing some user friendly mobile wallet simplification.
Mobile Wallets, putting it simply, are apps that have payment functionalities. Most wallets right now incorporate online payments which could mean; credit card, 1 click, Digital Wallets (like PayPal), prepaid, gifting etc. The idea behind a mobile wallet is simple, but the lines are continually being blurred between apps and wallets. While payments remain the core differentiator between a wallet and an app, from our perspective, wallets need to include features beyond payments to add benefits to the customer journey and to help drive consumer adoption.
An example: Retailer Mobile Wallet: Retailers, like KFC, Starbucks and McDonald’s, have been quick to define a mobile wallet strategy, and as a result are becoming big influencers in the eco-system. Retailer wallets, in addition to other features, enable shoppers to make purchases via mobile phone by means of credit card, 1 click, digital wallets like PayPal, prepaid or gift cards. Retailer wallets have a huge advantage, because the value proposition is very clear. If a retailer wallet can improve the customer journey, and bring together all of a retailers value added services such as fast ordering, loyalty, couponing, in a more organized way, then consumers will be quick in their adoption.
Digital wallets are mobile wallets that enable users to make 1 click payments via mobile phone; because the user’s card information has already been stored securely in the cloud. This is a more convenient payment means via mobile phone, because the user only needs to enter their credit card information once, rather than needing to type card details every time. It could be possible that a mobile wallet actually incorporates a Digital Wallet, such as PayPal, MasterPass or V.me as a payment means.
An example: MasterPass Digital Wallet: MasterCard’s MasterPass aggregates cards into the cloud, so that consumers no longer need to enter their credit card credentials and billing information every time they want to make a purchase online. In order for this to be a viable payment method, retailers and online merchants need to add the Master Pass API to their site or mobile wallet, meaning they need to add the “Buy with Master Pass” button, so that shoppers can have the option to pay with MasterPass; like choosing to pay with any other payment option: MasterCard, Visa or PayPal etc.
When it comes to wallets, each of the key players in the eco-system; retailers, financial institutions, MNO’s, technology providers, cell phone manufacturers and payment providers, are going to have a very different strategy and offering. For example a retailers mobile wallet which begins with a customer journey is going to have a different infrastructure from a financial institutions whose business core is payments. The key for each however, will be to find a way to bring something uniquely valuable to end users to incentivize the shift from physical to digital; and bringing that value is exactly where AIRTAG fits in.
Learn more about the KFC Mobile Wallet
Learn more about the MasterPass Digital Wallet
Don’t forget to join the Mobile Shopping conversation on Twitter.
This years, Mobile World Congress in Barcelona, Spain February 25-28, will focus on, “The New Mobile Horizon,” showcasing the imminent ways mobile is continuing to enhance all of our lives. By the end of this year alone there will be more than 15 billion connected devices, out-numbering the world’s population. The mobile phone is re-shaping the world as we know it, and becoming ubiquitous to the way that we connect, interact and live. AIRTAG will attend this year’s MWC to connect with other industry leaders and other players in the mobile commerce eco-system to share our experience in Mobile Shopping innovations that are helping to re-invent the consumer experience of going shopping, making purchases and paying. Our demos this year are focused on continuing to streamline the user experience with the introduction of NFC technology into existing customer journeys. AIRTAG’s MWC demos for this year, will include:
GoMcDo: now live in 60+ McDonald’s France locations. GoMcDo enables users to order and pay ahead for McDonald’s products, check-in on the unattended “Easy Check In” Kiosk to pick up an order, and then skip the line. We will be demo’ing this solution with NFC check-in capabilities to show a further simplified user experience.
McDonald’s iPad ordering: A solution that helps McCafé (The coffee chain branch of McDonald’s) baristas take customer orders by iPad directly at the table.
AIRPASS: AIRTAG’s comprehensive customized white label mobile wallet solution, enabling retailers, financial institutions and MNO’s to deliver self branded mobile wallets with NFC payment capabilities. AIRPASS will be demo’d at MWC with the inclusion of mobile commerce features: McDonald’s fast ordering and Loyalty program integration.
AIRSHOP Loyalty: An innovative Loyalty solution for processing Mobile & NFC Loyalty cards directly at the POS giving shoppers ‘real-time’ access to rewards balance updates. Shoppers have the ability to choose when and where to burn their rewards in ‘real-time’.
We hope to see you at the MWC 2013! If you are interested in meeting us on the road, contact us here to make arrangements prior to the show.
Lear more about the Mobile World Congress.
“The brightest star in the retail sky this year was mobile commerce,” said Mickey Alam Khan, editor in chief of Mobile Commerce Daily and Mobile Marketer, New York. This holiday season has proved more than ever that Mobile Commerce is here to stay. Although NFC has not experienced the same boom yet, we at AIRTAG know that NFC is the direction in which we are moving. Yet, it may be even 5 years or more before, “NFC accounts for the majority of payments.” (Jérémie Leroyer on Mobile N Apps) AIRTAG’s CEO, Jérémie Leroyer had a recent opportunity to share the AIRTAG perspective on NFC with Heather Lockenson of Mashable on Whether or not it is worth it to build an NFC app right now. “NFC is really, so far the only technology available on Smartphones that can secure a transaction,” said Jérémie Leroyer to Mashable. “NFC will become the main technology to perform transactions in the future.” Read the full article on Mashable More >
The yearly held MAPIC awards seek to pay tribute to “excellence, innovation and creativity” in retail. The 2012 MAPIC awards winners were announced on November 15 at the Martinez Hotel in Cannes and we are very happy to announce that our partner McDonald’s has succeeded to win for “Best Multi-Channel Strategy,” category with the GoMcDo solution. AIRTAG has been working together with McDonald’s on the GoMcDo project since 2010. The GoMcDo service now live in 55 restaurants, enables shoppers to order and pay in advance for their favorite products. The solution includes; a mobile application, online web service and the NFC compatible “easy check in.” When customers get to the restaurant, they just scan their Smartphone or type in their order number on the “Easy Check-In” Kiosk to instantly re-call the order. GoMcDo users then they get to #skiptheline to pick up the order. GoMcDo was the first brand app in France and is revolutionizing the ordering experience in fast food retail. The continued innovation of GoMcDo advanced features including geolocation, an in-app player to watch feature film trailers and most recently Passbook integration, continue to McDonald’s leading the way for innovation.
Way to go GoMcDo!
Learn more about GoMcDo advanced features
Learn more about the MAPIC awards
A recent statement that caught the AIRTAG teams attention was MasterCard’s announcement last week of a new partnership with ING to offer online payments as part of the PayPass based platform in the Netherlands. PayPass more than a service but a platform, includes an online payment system, branded services and an API giving developers a tool to integrate PayPass into many different systems. MasterCard’s and ING’s PayPass online payments will offer shoppers enhanced security, the ability to apply coupons and vouchers to their purchases and receive digital receipts. According to a new study by AOL and BBDO 40% of purchases from Smartphone devices occur from home, the couch or anywhere else. Now MasterCard will offer those shoppers an even easier way to pay from anywhere. With PayPass online payments, there are two possible Customer Journeys;
Customer Journey #1: Merchandise selected, Payment method selected, Shipping details are entered and Pin is entered (The phone will supply EMV compliant cryptogram to communicate directly with the retailers payment terminal)
Customer Journey # 2: Shopping is started on a tablet, Products selected, Billing information entered, QR Code is sent. The user would then tap their Smartphone on the tablet to make the payment, connecting the PayPass app directly with the merchants shopping cart
This new pilot is part of MasterCard’s initiative to offer “converged payments experiences, in-store, online or a mobile device.” (MasterCard Press Release) With the approach of the holidays consumers now more than ever are mobile shopping and showrooming for convenience and to maximize savings. It’s great to see MasterCard proactively responding to consumer behavior changes by offering easier ways to pay when Mobile Shopping both in-store or anywhere else.
AIRTAG is very excited to have announced yesterday, the launch of the AIRTAG Kit; a set of smart tools designed to make the deployment of NFC Mobile Payment applications easier and more accessible than ever. We have been working together with MasterCard for more than a year with a goal of providing something truly relevant and useful in today’s Mobile Payment marketplace. The AIRTAG Kit, is meant to be used alongside MasterCard’s recently released Mobile User Interface Software Development Kit (MMPP UI SDK), and together they are the best way to develop your Mobile PayPass™ app.
What exactly is in the AIRTAG Kit?
The Kit includes, the latest generation NFC Samsung Galaxy S3 with 3 pre-installed white label apps including a wallet, a USB Contactless Card Reader, 5 UICC samples, 2 demo tags, and a 1 year membership to the Developer Program.
Tell me more about the Developer Program?
First, let’s take a minute to introduce the AIRTAG team. The technical geniuses behind the operations at AIRTAG HQ includes 50+ experts in NFC, mobile app development, mobile marketing and mobile engineering. They develop Mobile applications, online platforms and NFC in-store readers and devices for brands like McDonald’s, MasterCard, Carrefour, Reebok, Dior, Casino, G20, Orange, NRJ Mobile and many others. A team with more than 6 years of experience. They are as expert in the field as it gets.
Through the Developer Program included in the AIRTAG Kit, you will have the ability to ask our own AIRTAG developers your additional questions in the AIRTAG Kit forum and get support for issues you may have with the UI SDK or the AIRTAG Kit. The Developer Program also provides additional resources; user guides for the MMPP UI SDK and the AIRTAG Kit, tutorials, manuals, payment scheme support and support for additional Smartphone platforms as they become available. These resources provided in the Developer Program are used by our own AIRTAG developers to build mobile payment apps. Where else would you be able to get ongoing support from a group of NFC Mobile Payment experts at such a low cost?
AIRTAG’s CEO and Co-founder Jérémie Leroyer had a few words to share with Venture Beat’s journalist John Koetsier, on the AIRTAG Kit and our ongoing partnership with MasterCard. “The Airtag kit is the second part of our partnership with MasterCard, and contains all of the hardware and software needed to build and test PayPass apps, including resources for the developer community.”
Learn more about MasterCard’s Mobile UI SDK