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• What's Old is New Again

  - by David Dorf

  Last night I told my son he could stream music to his tablet "from the cloud" (in this case, the Amazon Cloud).  He paused, then said, "what is the cloud?"  I replied, "a bunch of servers connected to the internet."  Apparently he had visions of something much more magnificent.  Another similar term is "big data."  These marketing terms help to quickly convey topics but are oversimplifications that are open to many interpretations.  At their core, those terms a shiny packages holding recycled ideas. I see many headlines declaring big data changes everything, but it doesn't.  Savvy retailers have been dealing with large volumes of data since the electronic cash register was invented.  But the there have a been a few changes to the landscape that make big data a topic of conversation: 1. Computing power has caught up to storage volumes. Its now possible to more thoroughly analyze the copious volumes of data retailers have been squirreling away.  CPUs are faster, sold state drives more plentiful, and new ways to store and search data are available.  My iPhone is more power than the computer used in the Apollo mission to the moon. 2. Unstructured data is everywhere.  The Web used to be where retailers published product information, but now users are generating the bulk of the content in the form of comments, videos, and "likes."  The variety of information available to retailers is huge, and it meaning difficult to discern. 3. Everything is connected.  Looking at a report from my router, there are no less than 20 active devices on my home network.  We can track the location of mobile phones, tag products with RFID, and set our thermostats (I love my Nest) from a thousand miles away.  Not only is there more data, but its arriving at higher velocity. Careful readers will note the three Vs that help define so-called big data: volume, variety, and velocity. We now have more volume, more variety, and more velocity and different technologies to deal with them.  But at the heart, the objectives are still the same: Informed decisions Accurate forecasts Improved optimizations So don't let the term "big data" throw you off the scent.  Retailers still need to execute on the basics.  But do take a fresh look at the data that's available and the new technologies to process it.  The landscape will continue to change and agile organizations will always be reevaluating their approaches.  You can just add some more weapons to the arsenal.

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• NRF Big Show 2011 -- Part 2

  - by David Dorf

  One of the things I love about attending NRF is visiting the smaller booths to see what new innovative ideas have sprung up. After all, by watching emerging technologies we can get a sense of how the retail experience might change. After NRF I'm hoping to write a post on what I found, if anything, so be sure to check back. At the Oracle Retail booth we'll be demonstrating some of the aspects of the changing retail experience. These demos use a mix of GA and experimental components. Here are some highlights: 1. Checkin We wrote a consumer iPhone app we call Store Gateway that lets consumers access information from the store. They'll start by doing a checkin when they arrive that will alert the store manager via another iPhone app we wrote called Mobile Manager. Additionally, we display a welcome messaging using Starmount's digital sign. 2. Receive Offers There are three interaction points where a store can easily make an offer to a consumer: checkin, product scans, and checkout. For this demo we're calling our Universal Offer Engine at checkin to determine the best offer for this particular consumer. This offer is then displayed on the consumer's phone as well as on the digital sign. 3. Scan Products To thwart consumers from scanning product barcodes, we used Store Inventory Management to print QRCodes on shelf label then provided access to a scanner in the Store Gateway iphone app. When the consumer scans the shelf label they are shown product information provided by the retailer. 4. Checkout While we don't have a NFC-enabled mobile phone, we have a NFC chip that can attach to a phone. We're using this to checkout using a reader provided by ViVOTech. Tap the phone on the reader, and the POS accesses the customer#, coupons, and payment information. This really speeds the checkout process. 5. Digital Receipt After the transaction is complete, a digital copy of the receipt is sent to Intuit's QuickReceipts where consumers to store all their digital receipts. There's even an iPhone app that provides easy access to the receipts. This covers about half of what what we'll be showing, so be sure to stop by. I'll also be talking about how mobile is impacting the retail experience at the Wednesday morning session NRF Mobile Retail Initiative: a Blueprint for Action. See you at the Big Show!

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• CRM vs VRM

  - by David Dorf

  In a previous post, I discussed the potential power of combining social, interest, and location graphs in order to personalize marketing and shopping experiences for consumers.  Marketing companies have been trying to collect detailed information for that very purpose, a large majority of which comes from tracking people on the internet.  But their approaches stem from the one-way nature of traditional advertising.  With TV, radio, and magazines there is no opportunity to truly connect to customers, which has trained marketing companies to [covertly] collect data and segment customers into easily identifiable groups.  To a large extent, we think of this as CRM. But what if we turned this viewpoint upside-down to accommodate for the two-way nature of social media?  The notion of marketing as conversations was the basis for the Cluetrain, an early attempt at drawing attention to the fact that customers are actually unique humans.  A more practical implementation is Project VRM, which is a reverse CRM of sorts.  Instead of vendors managing their relationships with customers, customers manage their relationships with vendors. Your shopping experience is not really controlled by you; rather, its controlled by the retailer and advertisers.  And unfortunately, they typically don't give you a say in the matter.  Yes, they might tailor the content for "female age 25-35 interested in shoes" but that's not really the essence of you, is it?  A better approach is to the let consumers volunteer information about themselves.  And why wouldn't they if it means a better, more relevant shopping experience?  I'd gladly list out my likes and dislikes in exchange for getting rid of all those annoying cookies on my harddrive. I really like this diagram from Beyond SocialCRM as it captures the differences between CRM and VRM. The closest thing to VRM I can find is Buyosphere, a start-up that allows consumers to track their shopping history across many vendors, then share it appropriately.  Also, Amazon does a pretty good job allowing its customers to edit their profile, which includes everything you've ever purchased from Amazon.  You can mark items as gifts, or explicitly exclude them from their recommendation engine.  This is a win-win for both the consumer and retailer. So here is my plea to retailers: Instead of trying to infer my interests from snapshots of my day, please just ask me.  We'll both have a better experience in the long-run.

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• The Apple Passbook

  - by David Dorf

  In a previous job I worked on smart card systems.  Our vision was to replace the physical wallet with a chip card that contained stored value, credit cards, and loyalty cards.  The technology was up to the task, but the business model never worked out.  When all those things go onto a single card, who owns the card and maintains the applications?  Each bank wanted their own card with branding, so instead of consolidating lots of cards onto one, we ended up with the same number of cards, just more expensive chip cards.  The Costanza wallet would not die. More recently I've been able to move lots of these cards into iOS apps using products like CardStar, TripIt, and Fandango.  I guess moving from physical to digital is progress, but still no consolidation.  But this week Apple announced its Passbook, an iOS feature that consolidates boarding passes, loyalty cards, and movie tickets.  Another step in the right direction. We've been waiting for Apple to announce a NFC solution to take advantage of the 400 million credit cards it stores in iTunes for its customers.  Perhaps Passbook is the first step in that direction.  It wouldn't take much to add credit cards to Passbook, then enable secure transfer of the track data using a NFC equipped iPhone.  I've got to think this has to be part of the larger vision, but of course Apple is very secretive. I think the steps will be loyalty, coupons, and then payment when it comes to the evolving Passbook.  Retailers should keep an eye on Apple, and expect these things to happen in the Apple stores first.

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• Your Experience Platform

  - by David Dorf

  Crosstalk once again exceeded my expectations, improving upon last year's conference in terms of venue, knowledge sharing, and entertainment.  Its great to see the Oracle Retail family continues to grow, especially outside the US.  I had a great time talking to retailers, analysts, press, and colleagues from around the world. Because the economy, demographics, technology, etc. are constantly changing, retailers must always be evolving their business to capture the next market.  But it takes guts to change something that appears to be working, and it takes a bit of luck to get the timing right.  To a large extent, innovation is about "guts and luck." To help retailers innovate, Oracle Retail provides all the necessary software to create Your Experience Platform.  There is no "Oracle Experience Platform" as each retailer needs something different to deliver on their brand promise.  We provide the actionable insight, optimized operations, and connected interactions, but its still up to the retailer to make it theirs. One such retailer is Masters, a home improvement retailer in Australia formed through a partnership between Woolworths and Lowes.  Woolworths is an established retailer in Australia, so they are already close to their customers and able to understand their needs.  In Australia 74% of dwellings are detached houses and the population is continues to "move up" into bigger and bigger homes. Masters is using Oracle Retail's software to create their experience platform that will deliver on their brand promise, which includes everyday low prices, wide range of products, smarter self-service, and an inviting store environment.  The Oracle Retail software provides the foundation that allows them to rapidly deliver on this promise -- Masters is engineered for success.

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• Analytics in an Omni-Channel World

  - by David Dorf

  Retail has been around ever since mankind started bartering.  The earliest transactions were very specific to the individuals buying and selling, then someone had the bright idea to open a store.  Those transactions were a little more generic, but the store owner still knew his customers and what they wanted.  As the chains rolled out, customer intimacy was sacrificed for scale, and retailers began to rely on segments and clusters.  But thanks to the widespread availability of data and the technology to convert said data into information, retailers are getting back to details. The retail industry is following a maturity model for analytics that is has progressed through five stages, each delivering more value than the previous. Store Analytics Brick-and-mortar retailers (and pure-play catalogers as well) that collect anonymous basket-level data are able to get some sense of demand to help with allocation decisions.  Promotions and foot-traffic can be measured to understand marketing effectiveness and perhaps focus groups can help test ideas.  But decisions are influenced by the majority, using faceless customer segments and aggregated industry data points.  Loyalty programs help a little, but in many cases the cost outweighs the benefits. Web Analytics The Web made it much easier to collect data on specific, yet still anonymous consumers using cookies to track visits. Clickstreams and product searches are analyzed to understand the purchase journey, gauge demand, and better understand up-selling opportunities.  Personalization begins to allow retailers target market consumers with recommendations. Cross-Channel Analytics This phase is a minor one, but where most retailers probably sit today.  They are able to use information from one channel to bolster activities in another. However, there are technical challenges combining data silos so its not an easy task.  But for those retailers that are able to perform analytics on both sources of data, the pay-off is pretty nice.  Revenue per customer begins to go up as customers have a better brand experience. Mobile & Social Analytics Big data technologies are enabling a 360-degree view of the customer by incorporating psychographic data from social sites alongside traditional demographic data.  Retailers can track individual preferences, opinions, hobbies, etc. in order to understand a consumer's motivations.  Using mobile devices, consumers can interact with brands anywhere, anytime, accessing deep product information and reviews.  Mobile, combined with a loyalty program, presents an opportunity to put shopping into geographic context, understanding paths to the store, patterns within the store, and be an always-on advertising conduit. Omni-Channel Analytics All this data along with the proper technology represents a new paradigm in which the clock is turned back and retail becomes very personal once again.  Rich, individualized data better illuminates demand, allows for highly localized assortments, and helps tailor up-selling.  Interactions with all channels help build an accurate profile of each consumer, and allows retailers to tailor the retail experience to meet the heightened expectations of today's sophisticated shopper.  And of course this culminates in greater customer satisfaction and business profitability.

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• NRF Big Show 2011 -- Part 1

  - by David Dorf

  When Apple decided to open retail stores, they came to 360Commerce (now part of Oracle Retail) to help with the secret project. Similarly, when Disney Stores decided to reinvent itself, they also came to us for their POS system. In both cases visiting a store is an experience where sales take a backseat to entertainment, exploration, and engagement This quote from a recent Stores Magazine article says it all: "We compete based on an experience, emotion and immersion like Disney," says Neal Lassila, vice president of global information technology for Disney. "That's opposed to [competing] on price and hawking a doll for $19.99. There is no sales pressure technique." Instead, it's about delivering "a great time." While you're attending the NRF conference in New York next week, you'll definitely want to stop by the new 20,000 square-foot Disney store in Times Square. If you're not attending, you can always check out the videos to get a feel for the stores' vibe. This year we've invited Disney Stores to open a pop-up store within the Oracle Retail booth. There will be lots of items on sale that fit in your suitcase, and there's no better way to demonstrate our POS, including the mobile POS running on an iPod Touch. You should also plan to attend Tuesday morning's super-session The Magic of the Disney Store: An Immersive Retail Experience with Steve Finney. In the case of Apple and Disney, less POS is actually a good thing. In both cases it was important to make the checkout process fast and easy so as not to detract from the overall experience. There will be ample opportunities to see this play out in New York next week, so I hope you take advantage.

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• Stop Saying "Multi-Channel!"

  - by David Dorf

  I keep hearing the term "multi-channel" in our industry, but its time to move on. It kinda reminds me of the term "ECR" or electronic cash register. Long ago ECR was a leading-edge term, but nowadays its rarely used because its table-stakes. After all, what cash register today isn't electronic? The same logic applies to multi-channel, at least when we're talking about tier-1 and tier-2 retailers. If you're still talking about multi-channel retailing, you're in big trouble. Some have switched over to the term "cross-channel," and that's a step in the right direction but still falls short. Its kinda like saying, "I upgraded my ECR to accept debit cards!" Yawn. Who hasn't? Today's retailers need to focus on omni-channel, which I first heard from my friends over at RSR but was originally coined at IDC. First retailers added e-commerce to their store and catalog channels yielding multi-channel retailing. Consumers could use the channel that worked best for them. Then some consumers wanted to combine channels with features like buy-on-the-Web, pickup-in-the-store. Thus began the cross-channel initiatives to breakdown the silos and enable the channels to communicate with each other. But the multi-channel architecture is full of duplication that thwarts efforts of providing a consistent experience. Each has its own cart, its own pricing, and often its own CRM. This was an outcrop of trying to bring the independent channels to market quickly. Rather than reusing and rebuilding existing components to meet the new demands, silos were created that continue to exist today. Today's consumers want omni-channel retailing. They want to interact with brands in a consistent manner that is channel transparent, yet optimized for that particular interaction. The diagram below, from the soon-to-be-released NRF Mobile Blueprint v2, shows this progression. For retailers to provide an omni-channel experience, there needs to be one logical representation of products, prices, promotions, and customers across all channels. The only thing that varies is the presentation of the content based on the delivery mechanism (e.g. shelf labels, mobile phone, web site, print, etc.) and often these mechanisms can be combined in various ways. I'm looking forward to the day in which I can use my phone to scan QR-codes in a catalog to create a shopping cart of items. Then do some further research on the retailer's Web site and be told about related items that might interest me. Be able to easily solicit opinions and reviews from social sites, and finally enter the store to pickup my items, knowing that any applicable coupons have been applied. In this scenario, I the consumer are dealing with a single brand that is aware of me and my needs throughout the entire transaction. Nirvana.

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• Mobile and Social for Retail

  - by David Dorf

  I've got two speaking gigs in the next few weeks, so I thought I'd preview both here. First I'll be at eTail West on February 24th to talk about mobile. I'll be previewing a new study of how shoppers are using mobile phones. Here's a sneak peek at one of the slides: It should be no surprise that as more consumers adopt smartphones, more are finding ways to use them to help with shopping. Sometimes that's to find a store, download a coupon, or do price comparisons. I'll also be discussing the NRF Mobile Blueprint, and will walk through an example of mobile impacting the in-store experience. Retailers need to look upon mobile as the method of bringing the digital assets of e-commerce into the aisles to enhance shopping. On March 9th I'll be at NRF Innovate co-presenting with Jon Kubo of Wet Seal on social strategies. Jon is a retail innovation rock-star and I always learn something new from every conversation with him. Below is a another slide preview: I cheated a little on the top 10 most popular retailer pages by not including Victoria's Secret Pink. VC is already represented, so I didn't include them a second time. The most interesting statistic I found was that the average user spends 55 minutes on Facebook a day. Wow! I also decided to use the old "Like" and "Fan" icons just because I like them better (pun intended). Wet Seal has been collecting interesting statistics on liked products, so I hope Jon will share lots (I'm on a roll). Hope to see you at both events.

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• 2-D Codes in Retail

  - by David Dorf

  The UPC you find on packaging is a one-dimensional barcode that's been in use, in one form or another, since the 1970s. While its a good symbology to encode numbers like a product identifier, its not really big enough to hold much more. It also requires a barcode scanner (like those connected to the POS), although iPhone apps like RedLaser have proved a mobile camera can be made to work in many situations. The next generation barcodes are two-dimensional and therefore capable of holding much more information as well as being more conducive to cameras. The most popular format is the QR Code, widely used in Japan because almost every mobile phone has a built-in reader. A typical use for QR Codes is to embed a URL so that that a mobile phone can quickly navigate to the specified web page. QR Codes can be found on posters, billboards, catalogs, and circulars. Speaking of which, Best Buy recently put a QR code in their circular as shown below. If fact, they even updated their iPhone application to include a QR Code reader. I was able to scan the barcode above right from the screen with my iPhone without issues, even though its fairly small in this image. Clearly they are planning to incorporate more QR Codes in their stores and advertising. If you haven't seen QR Codes before, you're not looking hard enough. They are around and will continue to spread.

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• Reviewing Retail Predictions for 2011

  - by David Dorf

  Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} I've been busy thinking about what 2012 and beyond will look like for retail, and I have some interesting predictions to share.  But before I go there, let’s first review this year’s predictions before making new ones for 2012. 1. Alternate Payments We've seen several alternate payment schemes emerge over the last two years, and 2011 may be the year one of them takes hold. Any competition that can drive down fees will be good for everyone. I'm betting that Apple will add NFC chips to their next version of the iPhone, then enable payments in stores using iTunes accounts on the backend. Paypal will continue to make inroads, and Isis will announce a pilot. The iPhone 4S did not contain an NFC chip, so we’ll have to continuing waiting for the iPhone 5. PayPal announced its moving into in-store payments, and Google launched its wallet in selected cities.  Overall I think the payment scene is heating up and that trend will continue. 2. Engineered Systems The industry is moving toward purpose-built appliances that are optimized across the entire stack. Oracle calls these "engineered systems" and the first two examples are Exadata and Exalogic, but there are other examples from other vendors. These are particularly important to the retail industry because of the volume of data that must be processed. There should be continued adoption in 2011. Oracle reports that Exadata is its fasting growing product, and at the recent OpenWorld it announced the SuperCluster and Exalytics products, both continuing the engineered systems trend. SAP’s HANA continues to receive attention, and IBM also seems to be moving in this direction. 3. Social Analytics There are lots of tools that provide insight into how a brand is perceived across popular internet sites, but as far as I know, these tools are not industry specific. The next step needs to mine the data and determine how it should influence retail operations. The data needs to help retailers determine how they create promotions, which products to stock, and how to keep consumers engaged. Social data alone does not provide the answers, but its one more data point that will help retailers make better decisions. Look for some vendor consolidation to help make this happen. In March, Salesforce.com acquired leading social monitoring vendor Radian6 and followed up with acquisitions of Heroku and Model Metrics. The notion of Social CRM seems to be going more mainstream now. 4. 2-D Barcodes Look for more QRCodes on shelf-tags, in newspaper circulars, and on billboards. It's a great portal from the physical world into the digital one that buys us time until augmented reality matures further. Nobody wants to type "www", backslash, and ".com" on their phones. QRCodes are everywhere. ‘Nuff said. 5. In the words of Microsoft, "To the Cloud!" My favorite "cloud application" is Evernote. If you take notes on your work laptop, you will inevitably need those notes on your home PC. And if you manage to solve that problem, you'll need to access them from your mobile phone. Evernote stores your notes in the cloud and provides easy ways to access them. Being able to access a service from anywhere and not having to worry about backups, upgrades, etc. is great. Retailers will start to rely on cloud services, both public and private, in the coming year. There were no shortage of announcements in this area: Amazon’s cloud-based Kindle Fire, Apple’s iCloud, Oracle’s Public Cloud, etc. I saw an interesting presentation showing how BevMo moved their systems to the cloud.  Seems like retailers are starting to consider the cloud for specific uses. 6. F-CommerceTop of Form Move over "E" and "M" so we can introduce "F-Commerce," which should go mainstream in 2011. Already several retailers have created small stores on Facebook, and it won't be long before Facebook becomes a full-fledged channel in the omni-channel world of retail. The battle between Facebook and Google will heat up over retail, where both stand to make lots of money. JCPenney and ASOS both put their entire catalogs on Facebook, and lots of other retailers have connected Facebook to their e-commerce site. I still think selling from the newsfeed is the best approach, and several retailers are trying that approach as well. I just don’t see Google+ as a threat to Facebook, so I think that battle is over.  I called 2011 The Year of F-Commerce, and that was probably accurate. Its good to look back at predictions, but we also have to think about what was missed.  I didn't see Amazon entering the tablet business with such a splash, although in hindsight it was obvious. Nor did I think HP would fall so far so fast.  Look for my 2012 predictions coming soon.

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• Mobile Shopping Alerts

  - by David Dorf

  Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} It’s been popular to offer coupons when people check-in to a store, because you’re catching them at the best possible time – they’re presumably in a shopping state-of-mind, and they’re at your store.  But wouldn’t it be even better to catch the people walking by your store and entice them to visit?  That’s the concept of geo-fences.  When people enter a geographic zone, they are sent a relevant text message alerting them about something nearby. I wrote about Placecast doing this for The North Face, noting that the messages were a unique combination of both offers and useful information about outdoor activities. After creating a program with European carrier O2, Placecast recently entered into an agreement to provide similar services to AT&T customers.  The ShopAlerts program allows AT&T customers in Chicago, Los Angeles, New York City, and San Francisco opt-in to receive these messages.  The program will be expanded nationwide as early as this summer. It’s a much better model for customers (and Placecast) to sign-up once with the carrier instead of each individual retailer, but I hope the messages aren’t restricted to advertising.  I really the like the idea of providing other information, such as nearby special events, races, and perhaps even things to avoid like construction.

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• Big Data Appliance

  - by David Dorf

  Today Oracle announced the next release of it's Big Data Appliance, an engineered system composed of hardware and software targeting the efficient processing of big data.  The solution leverages 288 Intel cores running Cloudera's distribution of Apache Hadoop in 1.1 TB of main memory.  This monster helps companies acquire, organize, and analyze large volumes of structured and un-structured data. Additionally a new versions of the Oracle Big Data Connectors and Oracle NoSQL Database were released. Why is this important to retailers?  As the infographic below conveys, mobile and social have added even more data to the already huge collections of POS transactions and e-commerce weblogs.  Retailers know that mining that data will help them make better decisions that lead to increased sales, better customer service, and ultimately a successful retail business. Monetate

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• Isis Finally Rolls Out

  - by David Dorf

  Google has rolled their wallet out for several chains; I see the NFC readers in Walgreen's when I'm sent their for milk.  But Isis has been relatively quiet until now.  As of last week they have finally launched in their two test cities: Austin, and Salt Lake City.  Below are the supported carriers and phones as of now, but more phones will be added later. Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} AT&T supports: HTC One™ X, LG Escape™, Samsung Galaxy Exhilarate™, Samsung Galaxy S® III, Samsung Galaxy Rugby Pro™ T-Mobile supports: Samsung Galaxy S® II, Samsung Galaxy S® III, Samsung Galaxy S® Relay 4G Verizon supports: Droid Incredible 4G LTE. Of course iPhone owners have no wallet since Apple didn't included an NFC chip. To start using Isis, you have to take your NFC-capable phone to your carrier's store to get the SIM replaced with a more sophisticated one that has a secure element configured for Isis.  The "secure element" is the cryptographic logic that secures mobile payments.  Carriers like the secure element in the SIM while non-carriers (like Google) prefer the secure element in the phone's electronics. (I'm not entirely sure if you could support both Isis and Google Wallet on the same phone.  Anybody know?) Then you can download the Isis app from Google Play and load your cards.  Most credit cards are supported, and there's a process to verify the credit cards are valid.  Then you can select from the list of participating retailers to "follow."  Selecting a retailer allows that retailer to give you offers via the app. The app is well done and easy to use.  You can select a default payment type and also switch between them easily.  When the phone is tapped on the reader, there are two exchanges of information.  The payment information is transferred, and then the Isis "SmartTap" information which includes optional loyalty number and digital coupons.  Of course the value of mobile wallets comes from the ease of handling all three data types (i.e. payment, loyalty, offers). There are several advertisements for Isis running now, and my favorite is below.

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• Oracle Retail Mobile Point-of-Service

  - by David Dorf

  When most people discuss mobile in retail, they immediately go to shopping applications.  While I agree the consumer side of mobile is huge, I believe its also important to arm store associates with mobile tools.  There are around a dozen major roll-outs of mobile POS to chain retailers, and all have been successful.  This does not, however, signal the demise of traditional registers.  Retailers will adopt mobile POS slowly and reduce the number of fixed registers over time, but there's likely to be a combination of both for the foreseeable future.  Even Apple retains at least one fixed register in every store, you just have to know where to look. The business benefits for mobile POS are pretty straightforward: 1. Faster checkout.  Walmart's CFO recently reported that for every second they shave off the average transaction time, they can potentially save $12M a year in labor.  I think its more likely that labor will be redeployed to enhance the customer experience. 2. Smarter associates.  The sales associates on the floor need the same access to information that consumers have, if not more.  They need ready access to product details, reviews, inventory, etc. to meet consumer expectations.  In a recent study, 40% of consumers said a savvy store associate can impact their final product selection more than a website. 3. Lower costs.  Mobile POS hardware (iPod touch + sled) costs about a fifth of fixed registers, not to mention the reclaimed space that can be used for product displays. But almost all Mobile POS solutions can claim those benefits equally.  Where there's differentiation is on the technical side.  Oracle recently announced availability of the Oracle Retail Mobile Point-of-Service, and it has three big technology advantages in the market: 1. Portable. We used a popular open-source component called PhoneGap that abstracts the app from the underlying OS and hardware so that iOS, Android, and other platforms could be supported.  Further, we used Web technologies such as HTML5 and JavaScript, which are commonly known by many programmers, as opposed to ObjectiveC which is more difficult to find.  The screen can adjust to different form-factors and sizes, just like you see with browsers.  In the future when a new, zippy device gets released, retailers will have the option to move to that device more easily than if they used a native app. 2. Flexible.  Our Mobile POS is free with the Oracle Retail Point-of-Service product.  Retailers can use any combination of fixed and mobile registers, and those ratios can change as required.  Perhaps start with 1 mobile and 4 fixed per store, then transition over time to 4 mobile and 1 fixed without any additional software licenses.  Our scalable solution supports lots of combinations. 3. Consistent.  Because our Mobile POS is fully integrated to our traditional POS, the same business logic is reused.  Third-party Mobile POS solutions often handle pricing, promotions, and tax calculations separately leading to possible inconsistencies within the store.  That won't happen with Oracle's solution. For many retailers, Mobile POS can lower costs, increase customer service, and generally enhance a consumer's in-store experience.  Apple led the way, but lots of other retailers are discovering the many benefits of adding mobile capabilities in their stores.  Just be sure to examine both the business and technology benefits so you get the most value from your solution for the longest period of time.

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• Commerce, Anyway You Want It

  - by David Dorf

  I believe our industry is finally starting to realize the importance of letting consumers determine how, when, and where to interact with retailers.  Over the last few months I've seen several articles discussing the importance of removing the barriers between existing channels. Paula Rosenblum of RSR first brought the term omni-channel to my attention back in September. She stated, "omni-channel retail isn’t the merging of channels – rather, it’s the use of all possible channels (present and future) to enhance the customer experience in a profitable way." I added to her thoughts in this blog posting in which I said, "For retailers to provide an omni-channel experience, there needs to be one logical representation of products, prices, promotions, and customers across all channels. The only thing that varies is the presentation of the content based on the delivery mechanism (e.g. shelf labels, mobile phone, web site, print, etc.) and often these mechanisms can be combined in various ways." More recently Brian Walker of Gartner suggested we stop using the term multi-channel and begin thinking more about consumer touch-points. "It is time for organizations to leave their channel-oriented ways behind, and enter the era of agile commerce--optimizing their people, processes and technology to serve today's empowered, ever-connected customers across this rapidly evolving set of customer touch points." Now Jason Goldberg, better known as RetailGeek, says we should start breaking down the channel silos by re-casting the VP of E-Commerce as the VP of Digital Marketing, and change his/her focus to driving sales across all channels using digital media. This logic is based on the fact that consumers switch between channels, or touch-points as Brian prefers, as part of their larger buying process. Today's smart consumer leverages the Web, mobile, and stores to provide the best shopping experience, so retailers need to make this easier. Regardless of what we call it, the key take-away is that "multi-channel" is not only an antiquated term but also an idea who's time has passed.  Today, retailers must look at e-commerce, m-commerce, f-commerce, catalogs, and traditional store sales collectively and through the consumers' eyes.  The goal is not to drive sales through each channel but rather to just drive sales -- using whatever method the customer prefers.  There really should be just one cart.

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• Comparing Isis, Google, and Paypal

  - by David Dorf

  Back in 2010 I was sure NFC would make great strides, but here we are two years later and NFC doesn't seem to be sticking. The obvious reason being the chicken-and-egg problem.  Retailers don't want to install the terminals until the phones support NFC, and vice-versa. So consumers continue to sit on the sidelines waiting for either side to blink and make the necessary investment.  In the meantime, EMV is looking for a way to sneak into the US with the help of the card brands. There are currently three major solutions that are battling in the marketplace.  All three know that replacing mag-stripe alone is not sufficient to move consumers.  Long-term it's the offers and loyalty programs combined with tendering that make NFC attractive. NFC solutions cross lots of barriers, so a strong partner system is required.  The solutions need to include the carriers, card brands, banks, handset manufacturers, POS terminals, and most of all lots of merchants.  Lots of coordination is necessary to make the solution seamless to the consumer. Google Wallet Google's problem has always been that only the Nexus phone has an NFC chip that supports their wallet.  There are a couple of additional phones out there now, but adoption is still slow.  They acquired Zavers a while back to incorporate digital coupons, but the the bulk of their users continue to be non-NFC.  They have taken an open approach by not specifying particular payment brands.  Google is piloting in San Francisco and New York, supporting both MasterCard PayPass and stored value. I suppose the other card brands may eventually follow.  There's no cost for consumers or merchants -- Google will make money via targeted ads. Isis Not long after Google announced its wallet, AT&T, Verizon, and T-Mobile announced a joint venture called Isis.  They are in the unique position of owning the SIM in the phones they issue.  At first it seemed Isis was a vehicle for the carriers to compete with the existing card brands, but Isis later switched to a generic wallet that supports the major card brands.  Isis reportedly charges issuers a $5 fee per customer per year.  Isis will pilot this summer in Salt Lake City and Austin. PayPal PayPal, the clear winner in the online payment space beyond traditional credit cards, is trying to move into physical stores.  After negotiations with Google to provide a wallet broke off, PayPal decided to avoid NFC altogether, at least for now, and focus on payments without any physical card or phone.  By avoiding NFC, consumers don't need an NFC-enabled phone and merchants don't need a new reader.  Consumers must enter their phone number and PIN in the merchant's existing device, or they can enter their PIN in the PayPal inStore app running on their phone, then show the merchant a unique barcode which authorizes payment. Paypal is free for consumers and charges a fee for merchants.  Its not clear, at least to me, how PayPal handles fraudulent transactions and whether the consumer is protected. The wildcard is, of course, Apple.  Their mobile technologies set the standard, so incorporating NFC chips would certainly accelerate adoption of many payment solutions.  Their announcement today of the iOS Passbook is a step in the right direction, but stops short of handling payments. For those retailers that have invested in modern terminals, it seems the best strategy is to support all the emerging solutions and let the consumers choose the winner.

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• History of Mobile Technology

  - by David Dorf

  Over the last ten years, mobile phones have gone through several incremental technology leaps that have added capabilities that impact the retail industry.  I've listed the six major ones below, along with their long-lasting impact. 1. Location In the US, the FCC required mobile phones to implement E911 (emergency calls) by 2006, requiring the caller to be located to within 300 meters.  Back in 2000, GPS was opened up for civilian use, and by 2004 Qualcomm had figured out how to use GPS in mobile phones.  So mobile operators moved from cell tower triangulation to GPS, principally for E911.  But then lots of other uses became apparent, especially navigation.  The earliest mobile apps from retailers made it easy to find nearby stores, and companies are looking at ways to use WiFi triangulation inside stores. 2. Computer Vision In 1997 Philippe Kahn shared a photo of his newborn using a mobile phone thus launching the popularity of instant visual communications.  Over the years the quality of the cameras got better, reaching the point where barcodes could be read around 2008.  That's when Occipital came on the scene with their Red Laser application, which was eventually acquired by eBay.  This opened up the ability for consumers to easily price compare inside stores.  Other interesting apps included Tesco's Wine Finder and Amazon's Price Checker, both allowing products to be identified by picture. 3. Augmented Reality Once the mobile phone had GPS, a video camera, and compass functionality it was suddenly possible to overlay digital information on the screen in real-time.  Yelp, which was using GPS to find nearby merchants, created a backdoor called Monocle on the iPhone that showed nearby merchants overlayed on the video camera view.  Today AR apps are mostly used by retailers for marketing, like Moosejaw's app that undresses models in their catalog. 4. Geo-Fencing So if we're able to track the location of a mobile phone, why not use that context to offer timely information?  My first experience with geo-fencing came courtesy of North Face, the outdoor enthusiast store. When a mobile phone enters a predetermined area, like near a store, a text message is sent to phone with an offer or useful information.  Of course retailers can geo-fence their competitors as well and find out which customers are aren't so loyal. 5. Digital Wallet Mobile payments leverage different technologies such as NFC, QRCodes, bluetooth, and SMS to facilitate communication between the consumers's phone and the retailer's point-of-sale. The key here is the potential to consolidate loyalty cards, coupons, and bank cards into the mobile phone and enable faster checkout.  Nobody does this better than Starbucks today, but McDonald's and Duncan Donuts aren't far behind.  Google, Isis, Paypal, Square, and MCX are all vying for leadership in this area.  If NFC does finally take off, it will be leveraged by retailers in more places than just the POS. 6. Voice Response Mobile Phones have had the ability to interpret simple voice commands for a while, but Google and Amazon were the first to use voice to allow searches for products.  Allowing searches by text, barcode, and voice makes it easy to comparison shop in the aisles.  Walmart even uses voice to build shopping lists, and if the Siri API is even opened we could see lots more innovation in this area.

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• Walmart's Mobile Self-Checkout

  - by David Dorf

  Reuters recently reported that Walmart was testing an iPhone-based self-checkout at a store near its headquarters.  Consumers scan items as they're placed in the physical basket, then the virtual basket is transferred to an existing self-checkout station where payment is tendered.  A very solid solution, but not exactly original. Before we go further, let's look at the possible cost savings for Walmart.  According to the article: Pushing more shoppers to scan their own items and make payments without the help of a cashier could save Wal-Mart millions of dollars, Chief Financial Officer Charles Holley said on March 7. The company spends about $12 million in cashier wages every second at its Walmart U.S. stores. Um, yeah. Using back-of-the-napkin math, I calculated Walmart's cashiers are making $157k per hour.  A more accurate statement would be saving $12M per year for each second saved on the average transaction time.  So if this self-checkout approach saves 2 seconds per transaction on average, Walmart would save $24M per year on labor.  Maybe.  Sometimes that savings will be used to do other tasks in the store, so it may not directly translate to less employees. When I saw this approach demonstrated in Sweden, there were a few differences, which may or may not be in Walmart's plans.  First, the consumers were identified based on their loyalty card.  In order to offset the inevitable shrink, retailers need to save on labor but also increase basket size, typically via in-aisle promotions.  As they scan items, retailers should target promos, and that's easier to do if you know some shopping history.  Last I checked, Walmart had no loyalty program. Second, at the self-checkout station consumers were randomly selected for an audit in which they must re-scan all the items just like you do at a typical self-checkout.  If you were found to be stealing, your ability to use the system can be revoked.  That's a tough one in the US, especially when the system goes wrong, either by mistake or by lying.  At least in my view, the Swedes are bit more trustworthy than the people of Walmart. So while I think the idea of mobile self-checkout has merit, perhaps its not right for Walmart.

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• Personalized Pricing

  - by David Dorf

  In past postings I've spent a fair amount of time talking about targeted promotions.  Using a complete view of the customer that includes purchase history, location history, and psychographics gleaned from social media, we can select the offer with the greatest chance of redemption.  This is done to influence shopping behavior, which might be introducing the consumer to a new product line, increasing their basket size, increasing frequency of purchases, etc. Safeway seems to be taking a slightly different approach with their personalized pricing.  In additional to offering electronic coupons and club card offers, they are also providing a personalized price for certain items based on purchase history.  So when Sally want to shop at Safeway, she first checks the "Just for U" website for three types of deals.  She starts by selecting manufacturer coupons to load into her loyalty card, then she checks the Club Card for offers like "buy one get one free." The third step is the interesting one.  Safeway will set a particular lower price for Sally good for 90 days on items she buys often.  Clearly this isn't enforcing a new behavior but rather instilling loyalty.  I would love to know exactly how they are determining the personalized price.  Of course bargain hunters can still stack the three offers so they can, for example, get their $4.99 Oatmeal for $0.72. I like this particular question and answer from their website's FAQ: My offers are not that great. Can I tell you what offers I need? That's a good idea. That functionality is not currently available, but we appreciate your input and are constantly improving our just for U program. Stay tuned for exciting enhancements! I suppose if Safeway is tracking all the purchases, they can easily determine whether the customer if profitable.  As long as the customer stays profitable, why not let them determine a few offers themselves?  Food for thought.

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• A Comparison of Store Layouts

  - by David Dorf

  Belus Capital Advisors is an independent stock market research firm that sometimes rolls up its sleeves and walks retail stores.  This month Brian Sozzi walked both Macy's and Sears and snapped pictures along the way.  The results are a good lesson in what to do and what not to do in retail.  The dichotomy between the two brands is stark, and Brian's pictures tell the stories of artistry and neglect.  For example, look at these two pictures: Where do you want to shop for sneakers?  The left picture shows the Finish Line store within Macy's and the right shows empty shelves at Sears.  The pictures really show the importance of assortments, in-stock inventory, and presentation.  Take a look at the two stories, and pay particular attention to the pictures of Sears. 19 Photos that Show the New Magic of Macy’s Sears is Vanishing from our Minds, the Shocking 18 Photos That Show Why

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• Stuff I learned at Innovate 2011

  - by David Dorf

  After returning from the NRF Innovate 2011 conference, I picked up few nuggets I thought I'd share here.  These thoughts are a bit random, but I hope they're useful nonetheless.Kevin Kelly opened the conference with six verbs that represent the future.  They were Screening, Interacting, Sharing, Accessing, Flowing, and Generating.  It struck me that these are all ways in which we merge the digital and physical worlds.  The internet of things continues to gain momentum.Some buzzwords:  deal economy, subscription commerce, discovery (instead of search), curationThat last one, curation, came up over and over.  Retailers, especially those in fashion, are finding value in helping their customers organize and present their own collections.  Social media has made sharing such collections easy, and mobile lets them take those ideas into the stores.  Mannequins are becoming less relevant.I heard from both HauteLook and Gilt Groupe (flash sale retailers) that a large percentage of their visits come from mobile devices, and most of those are iOS devices.  I find it interesting that even though Android has passed iPhone in units shipped (and will eventually pass iOS as a whole), its still the Apple crowd that leads the way.RadioShack mentioned their Holiday Heroes campaigned was very successful.  They asked their Foursquare users to check-in at a gym, coffee shop, and transportation hub as part of being a hero.  For this feat, customers were awarded a special badge that was worth 20% off at their next store visit. They claim a 3.5x increase in ticket size vs. regular check-in customers, and a 5x increase vs those that don't check-in at all.I also learned of RadioShack's #28 campaign, which is apparently one of the largest Twitter trends ever.  Their partnership with LIVESTRONG has gotten them followers, impressions, and credit for supporting the fight against cancer.The guys at Invodo showed the importance of video to e-commerce.  They gave compelling examples of how video can show customers the value of products better than just words.The highlight of the show was Guy Kawasaki's talk on innovation, which was not only informative but also peppered with humor and personality.  Back in the early days of the internet boom, Guy turned down the CEO position at Yahoo! because the commute was too long.  By his calculation, that was a $2B mistake.There are other good accounts of the conference at the NRF Blog.

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• Virtual Grocery Store

  - by David Dorf

  Because South Korean's are so busy, Tesco decided that its Homeplus grocery chain should offer a virtual alternative in subways.  As you can see in the video below, shoppers passing through a subway station can see a virtual representation of the store and scan items with their mobile phones.  This builds a shopping list which is delivered to their homes later that day. This is a very cool example of leveraging technology to offer a shopping experience that's different from bricks and clicks.

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• Social Retailing

  - by David Dorf

  For retailers the move to mobile has been obvious.  More and more consumers are interacting with retailers, both online and in the store, using their mobile devices.  Retailers are quick to invest in both consumer facing mobile apps as well as ones to equip employees.  But when I talk to retailers about social, the value isn't as clear-cut.  Intuitively, retailers know that better relationships with customers will result in higher sales, but the trip to get there has many paths. The interesting thing about social media is that it has the potential to permeate all parts of the business.  Obviously it works well for marketing, but it also has a place with recruiting, knowledge management, trend analysis, and employee collaboration.  Information gathered from social media can enhance existing processes like assortment planning, product development, space planning, promotion planning, and replenishment.  Letting the customer influence each of these areas helps align the experience. One of the things holding retailers back is the lack of consistent and integrated tools to manage social media and make sense of the huge amounts of data.  To that end Oracle has been aggressively acquiring in the space, as depicted in the infographic below.  Soon, social will get the same level of investment as mobile. The Social CRM Arms Race: A Timeline - An infographic by the team at Pardot Marketing Automation

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• The State of the Internet -- Retail Edition

  - by David Dorf

  Over at Business Insider, there's a great presentation on the State of the Internet done in the Mary Meeker style.  Its 138 slides so I took the liberty of condensing it down to the 15 slides that directly apply to the retail industry.  However, I strongly recommend looking at the entire deck when you have time.  And while you're at it, Business Insider just launched a retail portal that's dedicated to retail industry content.  Please check it out as well.  My take-aways are below after the slide show. &amp;amp;amp;amp;lt;span id=&amp;amp;amp;amp;quot;XinhaEditingPostion&amp;amp;amp;amp;quot;&amp;amp;amp;amp;gt;&amp;amp;amp;amp;lt;/span&amp;amp;amp;amp;gt; [Source: Business Insider] Here are a few things I took away from the statistics: Facebook and Twitter are in their infancy.  While all retailers should have social programs, search is still the driver and therefore should receive the lions share of investment.  Facebook referrals are up 92% year-over-year, but Google still does 80% of the referrals. E-commerce continues to grow at breakneck speed, but in-store commerce is still king. Stores are not showrooms yet.  And social commerce pure-plays like Gilt and Groupon are tiny but worthy of some attention. There are more smartphones than PCs on the internet, and the disparity will continue to grow. PC growth will be flat and Tablet use will continue to grow. Mobile accounts for 12% of all internet traffic. A quarter of smartphone sales come from China, so anyone with a presence there better have a strong mobile strategy. 38% of people have used their smartphone to make a purchase, and many use their smartphones inside stores.  Smartphones are a critical consumer tool for shopping. Mobile is starting to drive significant traffic to e-commerce sites, especially tablets.  Tablet strategies are crucial for retailers. Mobile payments from the likes of Paypal and Square are growing quickly.  It will be interesting to see how NFC plays in this area. Mobile operating systems are losing market share to iOS and Android.  I wonder in Microsoft can finally make a dent? The internet is being dominated by mobile devices, and retailers had better have a strong mobile strategy to meet consumer demand.

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