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Could Ticketmaster’s extension with University of Florida herald the future of online ticketing?

Mobile Commerce Daily – In a move indicative of the changing ticketing industry, Ticketmaster has extended its partnership with the University of Florida as its official ticketing partner, allowing sales through Ticketmaster’s mobile-optimized Web site and app.

Ostensibly a continuation of a successful collaboration at face value, examining the elements at play during negotiation and looking at shifts in the broader market could have implications for the future of the online ticketing industry. Similar moves to monopolize programs’ primary and secondary ticket sales channels by competitors like StubHub tell a tale of online ticketing giants in an arms race, preparing for future skirmishes in the mobile space.

“With the majority of Internet usage now taking place on mobile devices, it is imperative that all e-commerce is mobile friendly,” said David Naumann, vice president of Marketing at Boston Retail Partners. “Retailers and service providers are offering mobile friendly Web sites, mobile apps or both to make shopping easy.”

“Given the nature of ticketing, it makes sense to have a single source of service to prevent any chance of double-selling any seats. A one-stop shop for your team’s tickets also make it easier for marketing tickets on the team’s Web site and for fans to know where to shop for tickets.”

Read Full Article: Could Ticketmaster’s extension with University of Florida herald the future of online ticketing?

How do we get from faux omni-channel to unified commerce? – RetailTechCon 2016 Workshop Recap

Boston Retail Partners conducted the “How do we get from faux omni-channel to unified commerce? ” workshop at RetailTechCon in Orlando on March 31, 2016. The workshop brought together leading retailers for a discussion on how retailers can fix the problems associated with “faux” omni-channel and achieve a unified commerce environment.

This interactive workshop included audience participation and an artist summarizing the discussion with graphic images in real-time (see below).

RetailTechCon 2016 Unified Commerce Image

RetailTechCon 2016 Workshop DiscussionThe retail executives attending this session debated the benefits and challenges of implementing a unified commerce system as well as several key implications to consider. It was a lively debate with some very interesting points from a pragmatic retail perspective.

Many retailers have taken the “just get something done” approach to deliver a seamless customer experience that transcends channels. The unfortunate result of this quick fix approach is a “faux” omni-channel model that doesn’t execute as promised and has the risk of disappointing customers.

Retailers can no longer afford to operate within channel silos. Now is the time for retailers to transform the organization, business processes and technology to align with the new shopping behaviors and expectations of today’s customers. A unified commerce platform is the new imperative for handling orders, fulfillment and inventory across channels in real-time. Retailers still have a long road ahead to achieve a successful unified commerce platform, but increased customer satisfaction and profits will make it worth the effort.2016 RetailTechCon Recap_Cover

Here is a link to download the document that recaps this workshop discussion:

DOWNLOAD: 2016 RetailTechCon Workshop Recap – How do we get from faux omni-channel to unified commerce?

As always, I am interested in your feedback on this topic. Please share your opinions and comments below.

Ken

 

 

VIDEO: Moving from Faux Omni-channel to Unified Commerce

According to the 2016 POS/Customer Engagement Survey, many retailers have taken the “just get something done” approach over the last few years to attempt to deliver a cross-channel/unified commerce experience. The unfortunate result of this quick fix approach is a “faux” omni-channel model that doesn’t execute as promised and risks disappointing customers.

Watch this video blog post to hear Ken Morris, Principal, Boston Retail Partners, explain why many retailers are saddled with legacy systems that are not designed to accommodate today’s retail environment and how they have scrambled to cobble things together in attempts to deliver the omni-channel capabilities customers expect. Ken also shares his perspectives on the best approach to move to unified commerce.

Moving from Faux Omni-channel to Unified Commerce

Visit our BRP Videos page to watch videos on other topics.

As always, I appreciate you thoughts on this topic. Please enter your thoughts and comments below.

David

Unified Commerce is the Goal, but “Faux” Omni-channel is the Reality!

According to a new special report from BRP, retailers recognize the need for a holistic customer experience that transcends channels, but most attempts are falling short. According to the BRP SPECIAL REPORT: Unified Commerce is the Goal, “Faux” Omni-channel is the Reality, many retailers have taken the “just get something done” approach over the last few years to attempt to deliver a cross-channel customer experience. The unfortunate result of this quick fix approach is a “faux” omni-channel model that doesn’t execute as promised and risks disappointing customers.

2016_Special_Report_Unified_Commerce_CoverThe industry has now reached a critical point where retailers can no longer afford to operate from within channel silos. They must transform their organization, business processes and technology to align with the demands of their customers. According to BRP’s 2016 POS/Customer Engagement Survey, 85% of the retailers surveyed realize the importance of offering a true unified commerce environment to their customers but most have not reached that goal yet. Only 18% of the retailers surveyed indicate they have implemented a unified commerce/single commerce platform, and two-thirds of those companies indicated that it “needs improvement.”

“Unified commerce goes beyond omni-channel, putting the customer experience first, breaking down the walls between internal channel silos and leveraging a single commerce platform,” said Ken Morris, principal, Boston Retail Partners. “The idea of a single, centralized, real-time platform for all customer engagement points is a key tenet of unified commerce. A unified commerce platform is not simply the future in-store or web platform, but combines POS, mobile, Web, call center and clienteling into one single integrated platform. It has become the new retail imperative.”

Unified Commerce


Unfortunately, the risk of losing customers due to a disappointing shopping experience caused by flawed omni-channel architecture is deadly – this is why retailers are focusing on “real” unified commerce in 2016.

I encourage you to download and read the full report.

DOWNLOAD:

BRP SPECIAL REPORT: Unified Commerce is the Goal, “Faux” Omni-channel is the Reality

I hope you enjoy the report and welcome your comments and feedback. Please share your comments below.

David

VIDEO: The Future Store – Real-time Retail Changes Everything

We are on the cusp of a significant and fundamental transformation within the store environment. The future store must encompass both worlds – the sensory experience of the physical store combined with the personalization and convenience of online shopping. The most successful retailers will seamlessly blend the physical with the digital in the future store. Retailers can no longer afford to operate from within silos and must transform their technology, business processes, and organization to align with their customers’ expectations.

Watch this video blog post to hear Ken Morris, Principal, Boston Retail Partners & Eric Olafson, SVP Store Solutions, Demandware, discuss how the store has changed and will continue to change.


Boston Retail Partners & Demandware Talk Stores 2.0 at NRF Big Show

For more information on the transformation of the store, read this white paper:

The Future Store Manifesto

Visit our BRP Videos page to watch videos on other topics.

As always, I appreciate you thoughts on this topic. Please enter your thoughts and comments below.

David

Retailers Cite ‘Unified Commerce’ as Customer Engagement Priority

Convenience Store News – Survey finds most omnichannel attempts thus far are falling short. A new customer engagement survey by Boston Retail Partners (BRP) reveals that “unified commerce” is a top retailer priority for 2016. Companies recognize the need to create a holistic experience that transcends channels for connected consumers who increasingly have the ability to shop where, when and how they want from their mobile devices.

According to the 2016 POS/Customer Engagement Survey, 85 percent of respondents indicated that unified commerce is a top priority. The research offers insight into retailers’ current point-of-sale (POS) and customer engagement initiatives, priorities and future trends as the physical and digital worlds converge within the store.

Read full article: Retailers Cite ‘Unified Commerce’ as Customer Engagement Priority 

Houston, We have a Problem! – 2016 POS Survey Identifies Issues with Retail’s Faux Omni-Channel

Retailers recognize the need to create a holistic customer experience that transcends channels, but most attempts are falling short.

85percentAccording to the 2016 POS/Customer Engagement Survey, 85% of the respondents indicate that unified commerce is their top priority. Many retailers have taken the “just get something done” approach to deliver a seamless customer experience that transcends channels. The unfortunate result of this quick fix approach is a “faux” omni-channel model that doesn’t execute as promised and has the risk of disappointing customers. While 60% of retailers indicate they have implemented “inventory visibility across channels,” 80% of those retailers indicate that the system “needs improvement.” According to another recent study, this is a real issue, as 60% of click-and-collect orders placed on Cyber Monday had problems.[i]

“Saddled with legacy systems that are not designed to accommodate today’s retail environment, retailers have scrambled to cobble things together in attempts to deliver the omni-channel capabilities customers expect. Retailers need to invest in infrastructure, networks and service oriented architecture (SOA) layer and do it right. The risk of losing customers due to disappointing shopping experiences caused by a flawed omni-channel architecture is deadly and that is why “real” unified commerce is retailers’ top priority for 2016.” – Ken Morris, principal, Boston Retail Partners

The 2016 POS/Customer Engagement Survey of top North American retailers offers insights into retailers’ current point of sale and customer engagement initiatives, priorities, and future trends as the physical and digital worlds converge within the store.2016 POS Survey Cover

Key findings in the 2016 POS/Customer Engagement Survey include:

  • Creating a true unified commerce environment is the top priority – 85% of retailers indicated this was a top priority for 2016
  • Improving customer engagement and the customer experience is critical – 68% of retailers indicated this was a focus for the upcoming year
  • Retailers are still occupied with payment/data security – 38% of retailers stated this was a top priority

I encourage you to download and read the complete 2016 POS/Customer Engagement Survey: https://brpconsulting.com/2016-pos-survey/.

I hope you enjoy the report and welcome any comments or feedback. Please share your comments below.

David

[i] “Buy online, pick-up in the Store. Simple, right? Not this Christmas,” Washington Post, December 20, 2015.

Small Retailers Better Able to Adopt Unified Commerce

PracticalEcommerce – More than three quarters of retailers, including large, established chain stores, plan to unify or connect the software that manages their sales and fulfillment across multiple sales channels — in just the next five years. Small retailers may be able to implement unified commerce sooner than large companies and gain something of a marginal competitive advantage.

Boston Retail Partners, a consultancy, reported in September 2015 that 78 percent of the retailers it had surveyed planned to implement some form of unified commerce platform by 2020. This type of solution can reduce labor expenses, improve workflows, and even, in some cases, improve the shopping experience — thanks to better customer service and better account information.

What Is Unified Commerce?

As a term, unified commerce describes the idea of bringing together, unifying, or interconnecting the various software solutions required to sell products across different channels into a suite or set of solutions that share information and offer a singular interface for users.

Unified commerce may also be thought of as a response to the growth of omnichannel retailing, wherein one retailer might sell to both consumers and other businesses from a physical store, an online store, a half-dozen marketplaces, and via a catalog.

“In omnichannel, you have multiple channels, but you don’t have one piece of software, one version of the truth,” said Boston Retail Partners co-founder Ken Morris in an interview. “You have many versions of the truth. In the unified commerce world, it’s all connected in real time.”

Read Full Article: Small Retailers Better Able to Adopt Unified Commerce

Kohl’s unpacks same-day mobile delivery for nine-market expansion before holidays

Mobile Commerce Daily – Kohl’s is teaming up with crowdsourced logistics company Deliv to offer shoppers in nine major markets same-day delivery options for purchases made via smartphones, tablets and desktop, showcasing how retailers are gearing up to satisfy consumer demands ahead of the holidays.

While Deliv currently powers the brand’s same-day delivery options in three metropolitan areas, a greater amount of consumers will receive access to the streamlined service ahead of the holiday season, a peak shopping time for most retailers. Kohl’s dedication to cementing its status as a mobile-friendly marketer will likely offer it a leg up when it comes to beating other retailers in the fight to grab a large share of shoppers’ wallets.

“As more and more retailers begin to offer same-day delivery, consumers’ expectation of quick/same-day delivery will become the norm – especially those who live in big metropolitan areas,” said David Naumann, director of marketing at Boston Retail Partners, Boston. “Retailers, like Kohl’s, don’t have the resources or demand to support their own private delivery network and will need to tap third-party delivery services like Deliv.

“The key challenges of conquering the last mile of commerce are scale, consistency and cost. It will be interesting to see if crowd-sourced, same-day delivery can ‘deliver’ on this promise.”

Read full article: Kohl’s unpacks same-day mobile delivery for nine-market expansion before holidays

 

Survey: Retailers value mobile commerce

Chain Store Age – When it comes to selling products online, retailers want to go wherever their customers go. According to the 2015 E-Commerce Benchmark Survey from Boston Retail Partners, close to half (45%) of surveyed retailers indicated that mobile websites are their most important e-commerce capability.

The study also indicates e-commerce remains a major retail growth area, as 85% of retailers expect an increase in 2016 e-commerce website revenue. However, retailers are not approaching e-commerce as a siloed channel. Almost eight in 10 (78%) respondents plan to implement a unified commerce platform that seamlessly operates all commerce channels. More than four in 10 (43%) indicate that a consistent brand experience across channels is essential.

Read full article: Survey: Retailers value mobile commerce