Posts tagged with In Store

How is Marks and Spencer using in-store tablets for shopping?

Previously on the Econsultancy blog we’ve reviewed the Marks & Spencer multichannel experience after its site redesign.

And while the market is still out on the new website, we think moving towards an improved digital offering is of critical importance to the company's longer term success.

Keeping my eye on the retail landscape, one area that has been spoken about is the use of interactive tablets and displays in-store,  and a recent DigitasLBi survey revealed that 43% of internet-shopping consumers had used multimedia shopping aids of this kind

On my wanderings about Oxford Street, I noticed that M&S had quite a few of these dotted around. I thought I would test it out and see what it was like.

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cash free buses in London

Payment is all about convenience: where does that leave the mobile?

Payment is kicking off again.

London buses are now cashless. CaixaBank and Barclaycard have both launched contactless payment wristbands.

This begs the question – can mobile muscle in further on in-store payment and loyalty, or is the opportunity disappearing?

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foyles logo

Can bookshops like Foyles benefit from digital in-store?

The legendary Foyles bookshop on Charing Cross Road in London recently shuffled along the street once more and re-opened with a bang.

It's an amazing store with clean lines and ordered stock, a world away from images of a rather cluttered 1930s Foyles such as this one.

I headed in to check out the in-store experience and to assess whether bookshops can benefit from digital in-store (leaving the e-book argument in the long grass).

Chiefly, I tested Foyles' free wi-fi, which features an inventory search and mapping tool.

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shop

How does Google influence the retail customer journey?

Google has a big impact on the retail shopping journey, both online and off. 

I’ve previously written about the smartphone customer journey, but given increases in Android market share, retail sales, the proportion of retail sales online, and mobile sales, I thought I should take another look.

So, how does the customer interact with Google services in the course of her journey to purchase?

Be prepared for a stat-fest, from search to mobile, YouTube to in-store.

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microsoft store

Five fallacies of bricks and mortar retail that show the convergence of online and in-store

There’s a stat that every retailer should sit up and take notice of. It’s this: half (49.5%) of total U.S. retail sales today are impacted by the web in some way.

What this means is that although online sales represent roughly 10% of all retail, a large majority of your customers interact with your brand online as part of their unique customer journey.

This raises a particular question about in-store tech. Are we about to see a convergence of point of sale (POS) systems and ecommerce platforms?

That’s essentially the nub of this article. Will retailers start to see no difference between online and off-, in terms of data, logistics, shipping and ultimately customer experience? Do some consumers, or even retailers, already think this way?

I’ve been looking at the results of a survey of 200 retail business and technology executives in the US and Europe, conducted by The University of Arizona in association with the National Retail Federation and Demandware.

To add some perspective, here are some of the findings in the context of five fallacies of bricks and mortar retail. Five arguments for a changing customer who is driving many retailers to consider a single platform.

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Bakery chain Greggs launches mobile payment app. Is it any good?

Bakery chain Greggs has launched a new loyalty app that enables customers to pay in any of its 1,700 UK stores using their mobiles rather than cash or cards.

It aims to reward customer loyalty, with users getting offers, free coffee and prize draws as well as being able to see their purchase history.

Greggs is incentivising people to download the app by offering a free breakfast if people add £20 to their account, while the first 10,000 customers to sign up for ‘Auto Top-Up’ with PayPal will earn a £5 bonus credit.

This isn’t the first time mobile payments have come to the high street, as Starbucks has had a transactional mobile loyalty app for several years. Similarly Aurora Fashions Group, which owns Oasis and Warehouse among other brands, allows customers to pay using the PayPal inStore mobile app.

Game and B&Q also have excellent loyalty apps, though Game’s isn’t transactional.

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Audi to Apple: who is using digital on the high street?

We’ve looked previously at the state of digital retail in London and found that bricks and mortar, in most cases, is still exactly that.

A lack of wi-fi and interactive devices was identified as an issue for Oxford Street's retailers. 

Of more interest, perhaps, is not the overall picture, but how individual retailers are using technology, how this affects the customer experience and for what product types.

Home electrical, technology and automotive retailers have been shown to make greater use of digital media in-store. These products are purchased by informed customers and part of the in-store experience is about providing the customer with information via digital devices.

Of course, many of the products in these sectors are digital themselves and are on display for use in store.

80% of the home electrical/technology retailers on Oxford and Regent Streets had interactive devices for customers to use, versus just 16% of fashion, shoe and accessories retailers.

But let’s look at some specific retailers for best practice or otherwise. Again, this information comes from eccomplished's latest research.

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piccadilly circus

What is the state of digital retail in London?

How is the world’s shopping capital using mobile and digital experiences to engage customers in-store?

I’ve previously written about window displays on Regent Street, but that was a scanty survey. Eccomplished has released some more in-depth research into select stores on Oxford Street and Regent Street in London.

Factors such as signage, interactive media, WiFi, mobile interaction and store layout were surveyed in 40 leading retail outlets by a team of researchers.

Shoppers were also canvassed with the aim of ascertaining whether or not digital in-store offers brands the opportunity to stand out. So, how well are stores implementing technology and is there a gap between best practice and reality?

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Personalised shopping

Providing a truly personalised in-store experience

We're well used to personalised digital experiences, but the adoption of Bluetooth Low Energy by the major smartphone manufacturers has the potential to bring personalisation to real world experiences.

This post examines how this will affect our in-store buying experiences.

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click-and-collect

15 stats that show why click-and-collect is so important for retailers

Reserve-and-collect services are becoming ever more important for ecommerce retailers as consumers increasingly expect to be able to pick up their purchases when and where they choose.

In the past few weeks Asda has said it is looking to expand it click-and-collect service by installing collection points in new locations, which may include petrol forecourts, tube stations and university campuses.

Similarly Selfridges has opened a new drive-thru collection point on London’s Oxford Street, while a new service called StreetHub has launched with a view to helping small, independent retailers tap into the click-and-collect trend.

With this in mind, I thought it would be useful to round up some stats which show just why retailers are so keen to provide new delivery services to their customers.

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How Tesco, De Beers and others use digital to enhance the in-store experience

Tesco has announced the roll out of new digital screens that will deliver customised ads based on the age and gender of its customers.

It’s an interesting move and is just the latest example of brick-and-mortar retailers using digital technologies to help personalise the shopping experience.

Read on to find out more about Tesco’s latest trial as well as details of recent examples of other brands that are embracing digital in-store.

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Eight studies that reveal how shoppers use smartphones in-store

Anyone who owns a smartphone will know that they come in extremely handy for checking prices and reviews when out shopping.

But marketing strategies can't be based on hunches, so I thought it would be useful to pull together some surveys and studies that validate this assumption.

The use of mobile in-store is a topic we've discussed in detail in a blog post looking at whether retailers should offer free Wi-Fi and our report on How The Internet Can Save The High Street.

And to add to the debate, here are eight useful studies that reveal how and why consumers use smartphones in-store...

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