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Mobile content covers the gamut, from the implementation of mobile apps and mobile web sites to in-store mobile technology. A fast-changing industry segment, mobile presents unique challenges to today's retail organizations. This section will help retail executives stay on top of the latest news, insights and information to help solidify cross-channel strategies and draw traffic into stores.

How Mobile Data Integration Is Turning The Shopping Mall Into The Third Place

Dire headlines about the state of the shopping mall conjure images of department store closeout signs, empty food courts and lonely mall Santas. But as the holiday shopping season approaches, that dreary picture is far off from reality for the innovative retail centers that are fostering modern-day community spaces. By creating experiential and social environments where people convene more than simply “buy stuff,” commercial retailers and brands are establishing what have come to be known as society’s third places — the next stop after home and work. It’s this lifestyle experience-driven reimagining that is reinvigorating yesterday’s shopping mall, and in many cases, mobile technology and data is behind the evolution.

Exclusive Q&A: Salesforce Retail SVP On Why AI Is Driving The Future Of Personalization

During its annual Dreamforce event in San Francisco in November, Salesforce doubled down on its mission to help retailers create more immersive and relevant customer experiences across all channels. Touting success stories from Adidas, Party City and Suitsupply, the company’s SVP of Retail, Shelley Bransten, helped transform some of the hottest buzzwords in retail — “personalization” and “AI” — into tangible, real-world tools for retailers’ toolkits. A few weeks later, during the heart of the holiday shopping season, Bransten spoke to Retail TouchPoints to discuss:

Can Mobile POS Systems Boost Retail Sales At Peak Season?

Christmas is fast approaching and stores across the country are bracing themselves for a surge in activity. For many, this is the busiest and most lucrative time of the year, though it can be fraught with problems if not managed well. Significantly higher footfall and fierce demand for products mean that retailers have to work hard to maintain good customer service. Long queues, poorly arranged stock and a lack of available assistants frequently result in frustration for customers, even if their previous encounters with the brand have been positive. While others may be willing to hang around to grab a bargain, others will simply walk out of a store without making a purchase, or worst still, shun the shops altogether, preferring to spend their money online instead.

City Gear Enhances Mobile Engagement With Push Notifications

As an athletic footwear retailer selling shoes from brands such as Nike, Air Jordan and Adidas, City Gear is in a competitive market where it’s difficult to stand out, even with a customer-friendly mobile presence. To improve segmentation efforts and provide timely and relevant push notifications to consumers, City Gear selected Shopgate to develop its new mobile app. To promote the launch, City Gear offered in-store incentives to drive traffic to the app, such as 10% off on purchases. The app garnered 17,000 downloads in the first three months and City Gear reported a 79% push notification enablement rate and a $128 average order value (AOV) per purchase. Additional benefits included:

Black November Learnings And How Retailers Can Prepare For 2018

Black Friday and Cyber Monday, or collectively “Black November,” are exciting times for shoppers and retailers, but my favorite part of this season (even more than the cheap deals on tablets and HD TVs) is the influx of data that is collected and interpreted in the weeks following the sales. The sheer volume of transactions that take place results in an enormous data set that is a dream for any company looking to guide 2018 strategies based on the latest consumer buying habits. This year in particular has been especially monumental, as we’ve witnessed major milestones like mobile, for the first time ever, surpassing desktop shopping, capturing 47% of all orders. So what does it all mean? Consumers have grown accustomed to shopping just like they do everything else: seamlessly, quickly and likely using their smartphone. Before brick-and-mortar stores panic, there is hope, as the world of in-store retail is surely not broken — it just needs to evolve in certain areas to keep up. As 2018 is on the horizon, here are three predictions using learnings from Black November to fuel my recommendations for retailers to remain competitive in the most chaotic of times.

Qubit Debuts AI-Powered Product Discovery Solution For Mobile

Qubit has launched Qubit Aura, a product discovery solution for mobile web designed to help retail brands tackle mobile shopper conversion issues. Qubit Aura sits on an existing mobile web site and, through AI-powered personalization, changes the products users see based on their behavior. Although two users may start seeing the same retail experience, Qubit Aura is programmed to provide users with real-time individualized experiences based on their actions and predicted tastes. While traffic on both mobile and desktop is comparable, desktop still beats mobile in conversion rates, revenue per visitor and average number of products viewed, according to Qubit.

Exclusive CDO Q&A: The 24/7 Innovation Culture At 7-Eleven

While “innovation” may not the first word that comes to mind when you think about a convenience store, it’s always top of mind at 7-Eleven. In fact, Chief Digital Officer Gurmeet Singh believes that a retailer with the size and scope of 7-Eleven needs to be at the forefront of innovation, particularly when it comes to the customer experience. The C-store behemoth serves a lot of customers: 55 million per day at its 63,000 stores around the world, totaling 20 billion transactions per year. In this exclusive interview with Retail TouchPoints, Singh, the company’s first Chief Digital Officer who also recently added Senior Vice President, Chief Information Officer to his title, provides insights into the company’s culture of innovation, including:

Target Adds Payment Functionality To Mobile App

  • Published in News Briefs
Following the lead of Walmart, Kohl’s, CVS and Starbucks, Target has incorporated a payment option into its mobile app. Customers can tie the new Wallet feature, introduced on Dec. 4, to their private label Target REDcard account. Wallet also ties in digital coupons and weekly ad offers along with the…
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Study: Mobile App Transactions Jump 64% Globally In 2017

It’s clear mobile has continued to gain enormous traction in 2017, especially after the Thanksgiving weekend, with more than one third of online U.S. purchases occurring through these devices. Mobile apps are playing a big part in driving this growth, not just in the U.S. but globally: the share of in-app transactions increased 64%, rising from 28% in 2016 to 46% in 2017. Globally, advertisers that generate transactions on all mobile environments (mobile web and in-app) see more than 50% of transactions completed on mobile.

Four Factors Contributing To Slow Mobile Payment Adoption Rates In The U.S.

Mobile devices are unquestionably one of the most important customer touch points for a commercial organization. As these devices have become an integral part of our lives, they also serve as a central channel for companies to leverage customer engagement, offer services and facilitate payments. In the last few years there has been unprecedented growth in the mobile space, with a specific focus on mobile payments. However, while mobile payments are experiencing growth, the market is still far from mass adoption. According to research firm eMarketer, in 2016, 38.4 million Americans 14 and over used mobile phones to pay at checkout at least once in the preceding six months. Surprisingly, this number represents just 19.4% of U.S. smartphone users. Similarly, a recent study by consulting firm First Annapolis found that only 5% of consumers were using a mobile payments wallet at least once a week. So, what are key factors behind slower than expected mobile adoption rates in the U.S.?

Cyber Monday Becomes ‘Mobile Monday’ With $6.5 Billion Revenue Haul

Three days after bringing in $5.03 billion online on Black Friday, retailers outdid themselves once again, reeling in a record $6.59 billion on Cyber Monday — 16.8% growth year-over-year. For the first time in the U.S., Cyber Monday mobile revenue has broken the $2 billion barrier, according to Adobe Digital Insights. Mobile growth continues to accelerate: shoppers placed 37% of orders and made 56% of visits from phones on Cyber Monday, according to data from Salesforce. These totals well outpace last year’s figures of 29% and 48%, respectively. As more consumers become comfortable purchasing with a mobile device, retailers must continue developing digital experiences to match their expectations across all devices.

Mobile Commerce’s Most Dangerous Fraud Tactics And Ways To Stop Them

From 2012 to 2015 mobile commerce grew from $24 billion to $122 billion in the U.S. And with this growth came an increase in fraud and an all new breed of fraud threats. Nearly 40% of merchants surveyed by Kount indicated that mobile fraud had increased, up 17% over the previous year. Criminals have discovered new ways to leverage mobile as a means to commit fraud. Mobile fraud is negatively impacting merchants’ bottom lines. One study from Javelin Strategy found that 16% of chargeback losses stem from mobile transactions, nearly equal to losses stemming from in-store purchases. The same study pointed out that retailers are overly reliant on username and password to authenticate purchases.Unfortunately, these simple identity factors are not enough to stop sophisticated criminals.

Mobile Helps Break Black Friday Records; Walmart, Amazon, Kohl’s Win The Day

The biggest shopping day of the year continues to wow. Online Black Friday sales totaled $5.03 billion in revenue, compared to $4.3 billion in 2016, according to Adobe Digital Insights. But it didn’t all go down without a hiccup: retailers including Walmart, Amazon and Kohl’s scored big, but Macy’s and Lowe’s ran into technical issues with payment and web site performance.

Singles Day Hauls In $25 Billion, Doubling 2016 Online Thanksgiving Weekend Sales

Alibaba’s Singles Day has officially kicked off the global holiday push in a massive way, doubling the $12.8 billion in online sales generated between Thanksgiving Day and Cyber Monday in 2016. The e-Commerce giant sold $25.3 billion in merchandise through its marketplaces on Nov. 11, a 39% increase over the previous year. Additionally, Alibaba hit a record $18 billion in gross merchandise volume (GMV) in just 13 hours on Saturday, eclipsing last year’s record of $17.8 billion in 24 hours. Daniel Zhang, CEO of Alibaba Group, attributed the increase to the company’s “new retail” strategy, which is designed to blend online, offline, logistics and data across a single value chain. A remarkable 90% of the GMV was generated on mobile devices, a marker of the power and widespread acceptance of Chinese mobile payment platforms.
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