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Shopper Engagement
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Written by Jonathan Lee, Contributing Editor
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Monday, 01 April 2013 14:22 |
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Following is Part 2 of the Retail TouchPoints series focused on Retail Wins In Gamification. This article will spotlight forward-thinking retailers that leverage game mechanics and strategies to enhance employee and consumer engagement. Part 3 of the feature will publish in the April 9 newsletter. Click here to view Part 1.
Progressive  retailers are investigating how gamification can play a role in their employee training processes and customer engagement strategies across channels. Among them, Duane Reade, Whole Foods, Nike and Sneakpeeq are tapping into different gamification strategies to boost loyalty, efficiency and the bottom line.
Duane Reade Builds Brand Awareness With Ingress
Duane Reade recently integrated with mobile application Ingress, which was developed by NianticLabs@Google. Ingress itself is a unique example of gamification in the realm of retail business. The app offers a storyline involving two factions, The Enlightened and Resistance, which are battling each other to control a recently discovered resource called Exotic Matter. Players choose a faction to join and compete against one another in teams to “control” territory.
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Retail DataPoints Of The Week
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Tuesday, 02 April 2013 08:12 |
Retailers are focusing their attention on mobile strategies to improve the customer experience. As many as 32% of consumers said that they have researched a product on their smartphone prior to purchasing item within the brick-and-mortar store, according to study conducted by Equation Research.
This infographic, courtesy of Mobiquity, highlights 6 retailers that rank the highest in overall customer mobile shopping experience, as well as the most significant reasons why consumers might be unsatisfied with a mobile experience.
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View full infographic »
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News Briefs
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Monday, 01 April 2013 17:29 |
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 Amazon announced the acquisition of Goodreads, a book recommendation web site with more than 16 million members and 30,000 web-based book clubs.
Both companies share a passion for reinventing reading, said Russ Grandinetti, VP of Kindle Content for Amazon. “Goodreads has helped change how we discover and discuss books and, with Kindle, Amazon has helped expand reading around the world. In addition, the companies have helped thousands of authors reach a wider audience and make a better living at their craft.”
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Executive ViewPoints
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Written by Radhika Subramanian, CEO, Emcien
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Monday, 01 April 2013 13:56 |
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 Shoppers expect that when they make a purchase, they do it in groups. It is the job of the retailer to figure out what kind of stuff we buy together, so that they can optimize their assortment planning. Shoppers rely on relevant recommendations and even look for them at the checkout. Simple example — If Susie cannot buy both bagels and cream cheese at the same time, she will instead seek out a store where she can get everything she needs.
In SKU (Stock Keeping Unit) rationalization, a retailer examines the profitability of items and vendors as a whole. When done in a linear fashion it results in lost sales and bringing back the SKUs.
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Industry Insights
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Monday, 01 April 2013 13:26 |
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 Retailers are investing more time and money in improving the customer experience across all channels. Results from the 2013 Temkin Experience Ratings indicate that these efforts have been successful: the average “experience rating” for the retail industry has increased from 71% in 2012 to 74% in 2013.
Publix, slotted in the Grocery Chains category, received the highest customer experience ranking of all organizations (including Retailers and 18 other types of businesses), achieving a score of 84%. In the Retailers category, Amazon and Sam’s Club tied for the top spot, with a score of 81%. (Temkin ranked Grocery Chains separately from an overall Retailers category.)
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