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Industry Insights
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Written by Cindy Waxer, Contributing Editor
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Monday, 06 May 2013 16:43 |
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This is Part 2 of the Retail TouchPoints Payment Report. Part 3 will appear in the May 14 newsletter. Read Part 1 here.
With some of the world’s largest financial institutions now on board, the mobile wallet is fast becoming one of today’s hottest payment technologies. From MasterCard’s MasterPass to Apple’s Passbook and Google Wallet, a growing number of tech-savvy consumers are embracing mobile wallet services. That’s good news for retailers. A November 2012 Sybase 365/SAP mobile survey revealed that 53% of respondents think that the ‘killer apps’ that will drive consumers to start using mobile payments will be retail apps.
But convincing consumers to toss aside plastic for smartphone swipes takes more than the promise of simple payment processing. According to the Sybase 365/SAP survey, respondents say the ‘secret sauce’ for a successful mobile payment strategy includes location-based offers (24%) for retail shoppers and an enhanced point-of-sale experience for customers (28%). These days, mobile wallet technology must move beyond basic functionality to significantly improve the customer experience, as well as support a variety of complimentary services such as digital coupons and loyalty programs.
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Retail DataPoints Of The Week
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Tuesday, 07 May 2013 09:01 |
More companies are investing in mobile-optimized web sites to connect with the digitally-savvy consumer. In fact, as the number of smartphone users continues to rise, the more impatient these consumers are becoming toward retailers not implementing a mobile-friendly site.
One of the key benefits of having a mobile-optimized site is that these sites increase the likelihood of sales: 67% of consumers are likely to buy from a mobile-friendly site; 61% said they're likely to leave if the web site is not optimized well for mobile devices; and 50% of consumers admit that they will use web sites less if they aren't mobile-friendly, regardless if they are a fan of the retailer. This inforgaphic, courtesy of Demandforce, highlights the benefits of mobile optimization as well as the impact on a retailer's sales.
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View full infographic »
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Retail CRM
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Written by Alicia Fiorletta
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Monday, 06 May 2013 16:33 |
Following is Part 2 of the Retail TouchPoints series focused on Personalization Strategies That Work. This article spotlights retailers that are personalizing digital and physical brand experiences to increase purchase and drive loyalty. Part 3 will appear in the May 14 newsletter. Read Part 1 here.
 As shoppers continue to leverage digital tools and channels to research, browse and buy products, they also are beginning to demand more relevant products and offers. With these heightened expectations, personalization is becoming an integral component of retailers’ cross-channel marketing strategies. Best-in-class organizations are taking the following measures to create more relevant and personalized customer experiences, according to recent research from The Aberdeen Group report, titled: Big Data for Marketing: Targeting Success,:
- Improving targeted offers to ensure the right person, right channel, right time and right message (52%);
- Gaining insight about the effectiveness of specific marketing campaigns and channels (39%);
- Identifying cross-sell/up-sell opportunities to existing customers (30%); and
- Optimizing marketing activities at each touch point along the customer lifecycle (22%).
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Executive ViewPoints
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Written by Steven Kramer, North America President of hybris
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Monday, 06 May 2013 16:23 |
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 Mobile might be in the forefront of your mind, but just catering to it could easily steer you into a dead end. What you actually need is a commerce-anywhere strategy, which will allow you to enable commerce on any Internet device without spending a lot of time and money every time a new Internet-enabled device emerges.
It’s a common misconception that tablets and mobile phones, not to mention other Internet-enabled devices, e.g., TVs, are a disrupting force. The disruption has already happened:
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Industry Insights
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Monday, 06 May 2013 16:18 |
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 Artisan, creator of the Mobile Experience Management (MEM) platform, recently released research results emphasizing o the importance of native mobile apps in retail marketing and mobile commerce. The results also highlight retailers’ mobile investment and growth intentions for 2013.
In a survey of 200 retail executives, respondents stated the number of native mobile apps they have to manage as:
- 16% have 2 to 4 native apps;
- 16% have 5 to 9 native apps;
- 22% have 10 to 15 native apps;
- 24% have 16 to 20 native apps; and
- 18% have more than 20 native apps.
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