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Almost ninety% of Retailers System to Use Gamification for Shopper Engagement, In accordance to Boston Retail Partners’ Survey

Daily News 999 – In direct reaction to heightened buyer anticipations for a personalised, seamless encounter anywhere, every time and nevertheless they shop, partaking the consumer and managing the buyer encounter are leading priorities for stores. Unified commerce and customer encounters that transcend channels are the new product, and suppliers have an understanding of that customer partnership administration (CRM) is an critical enabler and key to influencing buyer conduct.

Boston Retail Partners’ 2015 CRM/Unified Commerce Study of top North American vendors delivers insights into retailers’ recent condition and planned initiatives, priorities, and long run traits that relate to CRM procedures involved with the retail industry’s shift to unified commerce.

Read full article: Almost ninety% of Retailers System to Use Gamification for Shopper Engagement, In accordance to Boston Retail Partners’ Survey

90pc of retailers to tap gamification for omnichannel CRM shift: report

Mobile Commerce Daily – Offering enhanced gamification features, incentives and loyalty programs are tactics that retailers plan to use in their mobile strategies, with 883 percent more seeking to identify consumers upon entry within five years, according to a new report from Boston Retail Partners.

Boston Retail Partners’ 2015 CRM/Unified Commerce Survey found that top American retailers aim to create or boost their existing CRM programs into a closed-loop system that identifies customers in-store, engages and analyzes them, and retains their business with a loyalty platform after point-of-purchase. Sixty-one percent of respondents also revealed that they have leveraged gamification features in their loyalty programs, which points to the increasing in-app engagement that consumers have come to expect from rewards platforms.

“The key takeaway from the 2015 BRP CRM/Unified Commerce Survey is that customer experience and engagement continues to be the top priority for retailers,” said Ken Morris, principal, Boston Retail Partners, Boston, MA. “Consumers expect a personalized, seamless experience wherever, whenever and however they shop.

Read full article: 90pc of retailers to tap gamification for omnichannel CRM shift: report

6pc of retailers can identify consumers upon entering store: report

LUXURY DAILY – Whether through smartphones, iBeacons or other technologies, retailers are ramping up their ability to pinpoint consumers and tailor shopping experiences, according to a new report by Boston Retail Partners.

Ninety percent of retailers can identify consumers at the in-store check-out, up 17 percent from the year-ago period, but that is generally too late to make an impact, no matter how useful for profile-building and future engagement. In the next five years, there will be an 883 percent increase among retailers looking to identify consumers upon entering the store, according to the report.

“Consumers expect a personalized, seamless experience wherever, whenever and however they shop,” said Ken Morris, principal at Boston Retail Partners, Boston. “Unified commerce and customer experiences that transcend channels are the new model, and it is imperative that retailers’ customer relationship management programs deliver a seamless experience across all channels.”

Read full article: 6pc of retailers can identify consumers upon entering store: report

Outlet expansion lets luxury retailers control off-price business

LUXURY DAILY – Department stores have been aggressively expanding their outlet retail footprints to capture discount sales from aspirational consumers, but are these off-price stores doing more harm than good?

Discount stores enable a retailer to reach more consumers at varying price points, but a growth strategy that favors off-price bricks-and-mortar may in time hurt the full-line store’s luxury image. This requires a delicate balancing act for retailers to retain their branding, positioning and pricing strategy.

“Off-price retail has been one of the hottest segments since the recent recession and, as a result, full-price/luxury retailers have lost a share consumers’ wallet to this segment,” said Ken Morris, principal at Boston Retail Partners, Boston.

“Some of the merchandise at the off-price retailers is actually coming from luxury retailers’ overstock and discontinued inventory, or through their wholesale partners, and now luxury retailers want to take back this margin and sell it at their own off-price stores to boost their overall revenue and profit,” he said. “Macy’s announcement to introduce the Backstage off-price concept is the latest validation that it is more of a matter of when, than if, luxury retailers expand into the discount segment to increase sales.”

Read the full article: Outlet expansion lets luxury retailers control off-price business

Unifying sales channels enhances consumer experience: Boston Retail Partners exec

Luxury Daily – While retail has evolved with additional sales channels, the black book of client information has remained largely unchanged, according to an executive from Boston Retail Partners at the Luxury Insights Summit 2015 April 29.

Providing a high-quality shopping experience requires knowledge of a consumer’s wants and needs, which can be aided and supported by technology. Centralizing consumer information and implementing systems that can recognize them across channels makes for a more consistent, agile purchase journey.

“Over the years, technology has significantly changed…,” said Ken Morris, principal at Boston Retail Partners, Boston. “Retail hasn’t woken up to that yet, but they are starting to wake up to that. We’re evovling and what we’re evolving to is this concept called real-time retail, cloud-based retail.

“The black book that supports everyone in this room that associates have kept hasn’t changed at all. It’s continually the black book. Who owns it is a constant battle and a constant process. “

Read full article: Unifying sales channels enhances consumer experience: Boston Retail Partners exec

8 Ways Buying Luxury Will Change

FORBES – Luxury brands need to reinvent the way they sell to you to remain relevant, said a number of experts, speaking today at Luxury Daily’s “Luxury Insights Summit” in New York. For decades, buying luxury goods has meant a trip to the store, although gradually high-end brands have been exploring e-commerce. Burberry has been on the cutting edge of making the bricks-and-mortar experience more dynamic, integrating technology that brings products to life and ties your mobile phone to in-store shopping. Still, it’s not all rosy. Remember “Pretty Woman?” Only about one-third of luxury shoppers in the United States have a favored salesperson they can count on versus 77 percent in emerging markets, notes Cara David of YouGov. And the clock is ticking. Nadia Tuma of McCann’s Truth Central says, time is the most precious resource of affluent consumers.

This article provides a glimpse at eight changes in how luxury brands will sell to you in the future and includes ideas from Ken Morris, principal, Boston Retail Partners.

Read full article: 8 Ways Buying Luxury Will Change

Fortnum & Mason shows its sensitive side with storewide campaign

Luxury Daily – British department store Fortnum & Mason is getting consumers’ senses tingling with a storewide campaign created to appeal to the five senses of sight, sound, touch, taste and smell.

Sensorium, as the campaign is called, will give consumers the opportunity to experience the wide variety of products available at Fortnum & Mason through offerings such as special candles, window displays and food tastings. Campaigns that incorporate many different aspects of a store are more likely to result in purchases, while the unified theme of Sensorium helps Fortnum & Mason appeal to consumers’ interest.

This article includes quotes from Ken Morris, principal, Boston Retail Partners.

Read Full Article: Fortnum & Mason shows its sensitive side with storewide campaign

Loft accessorizes with Instagram frenzy to promote spring clothing lines

Mobile Marketer – Ann Inc.’s Loft is attempting to ramp up its followers and raise awareness of its spring clothing lines by rolling out a photo contest on mobile application Instagram over the course of seven days, proving that establishing an emotional connection with consumers on social media is still key for clothing retailers.

This article includes quotes from David Naumann, director of marketing, Boston Retail Partners.

Read full article: Loft accessorizes with Instagram frenzy to promote spring clothing lines

American Eagle Outfitters steps up mobile sales with in-app offers

Mobile Commerce Daily – American Eagle Outfitters is continuing its mobile-minded year by attempting to ramp up mcommerce sales with a new “offers” section within its mobile application, proving that consumers are gravitating to mobile for exclusive offers.

Users of the AEO | Aerie app are now able to click the “Current offers” button on the side bar to view up-to-date promotions and details on how to redeem them. Consumers will still be able to scan products, shop the retailer’s inventory and purchase gift cards within the app as well.

“Today, more than 75 percent of U.S. consumers own a smart phone and mobile Internet usage has now surpassed desktops,” said Ken Morris, principal at Boston Retail Partners, Boston, MA. “With more consumers shopping on their phones, it imperative for retailers like American Eagle to become more intimate with their customers and keep them engaged.

“American Eagle’s offer section on its mobile app is a great way to persuade its customers to frequently open its app and inspire incremental purchases.”

 

Read full article: American Eagle Outfitters steps up mobile sales with in-app offers

Wyndham’s flat night redemption rates could change mobile rewards platforms

Mobile Commerce Daily – Wyndham Hotels is celebrating the revamping of its mobile loyalty program by offering members a flat redemption rate for free hotel stays alongside an updated version of its mobile application, suggesting that hotel brands must offer more readily accessible rewards to drive commerce.

The reimagined loyalty platform, which is set to launch on May 11, aims to implement a generous points earning structure and eliminate confusing rewards categories for consumers. Now, members of Wyndham Rewards will be able to enjoy no blackout dates on their earned room stays, a feature that is likely to offer the brand a step up in the competitive hotel mobile loyalty sector.

This article includes several quotes from Ken Morris, principal at Boston Retail Partners.

Read full article: Wyndham’s flat night redemption rates could change mobile rewards platforms