Retail News CRM

Tag: customer

  • Ikea services foray boosts loyalty and sales

    Ikea services foray boosts loyalty and sales

    Ikea is turning to services to increase turnover and boost engagement with customers. Moreover, partnering with specialist companies in such areas as delivery and assembly allow it to focus on product design and sales, leaving post-checkout experiences in the hands of specialists, rather than committing its own staff and training resources. An example of the new Ikea services initiative is US odd-jobs app TaskRabbit, which Ikea bought in late 2017. Ikea recommends the service to customers who lack the time or patience to assemble their own kitset furniture products.

    Ikea reports that the number of jobs handled by TaskRabbit staff since it acquired the business had doubled and 10 per cent of the jobs undertaken are now assembling kitset furniture – five times the pre-purchase rate.

    Since the acquisition, TaskRabbit has expanded coverage to all 48 US cities with an Ikea store, launched in Toronto, Canada, and expanded in the UK beyond London.

    In Hong Kong, where few customers own cars, Ikea now offers both a delivery and assembly service with fixed fees according to location. Previously, it partnered with an app-based third party contractor.

    In Australia, Ikea has partnered with Airtasker and in India with UrbanClap, to offer assembly services.

    Reuters describes the Ikea services strategy as “a major strategic shift that it has been forced to adopt to stay in the game as waves of new competitors in an increasingly online world erode its dominance”.

    TaskRabbit’s quick success is prompting Ikea in the US to consider expanding services offered through Ikea, to include such tasks as interior design and furniture repair which would in turn potentially boost sales from stores.

    Jesper Brodin, CEO of Ingka Group, which owns most US Ikea stores, says TaskRabbit’s customer data could also help Ikea come up with new ideas for furniture.

    “As this community grows, it’s not only about fixing one or two things but actually to add professionalism in interior decoration, into ‘life at home’ practicalities,” Brodin said in an interview.

    “TaskRabbit is a super interesting business case because it is scalable, not only geographically but also into services at home.”

    GlobalData Retail MD Neil Saunders says a services foray could help Ikea boost its market penetration in the US, which is currently just 2 per cent. Despite the low market share, the US represents Ikea’s second-largest international market behind Germany, where it enjoys as 12 per cent share. Rivals like Walmart and Wayfair in the US have started offering assembly through TaskRabbit’s rival app Handy.

    Brodin wants TaskRabbit to expand into more countries.

    “We are convinced this is a way to access new customers in our cities. The convenience customer today has so many more choices, and they are used to getting a quick answer.”

  • Indonesia’s E-commerce Market Larger Than Estimated; Consumer Habits Changing

    Indonesia’s E-commerce Market Larger Than Estimated; Consumer Habits Changing

    E-commerce accounted for 8 percent of total retail sales in Indonesia last year, on course to reach 18 percent by 2023, fueled by changing behavior among tech-savvy customers who are willing to spend more for convenience, according to a recent study by American multinational investment bank Morgan Stanley.

    The study estimates the size of Indonesia’s e-commerce market at $13 billion in 2018, having grown by 50 percent annually over the past two years. It suggests that the e-commerce market in Southeast Asia’s biggest economy may follow a similar growth trajectory to that of China and expand by at least 32 percent annually over the next five years to $52 billion in 2023.

    “This is notably above our previous estimate of $7.3 billion, or 4.4 percent of sales, partially due to better data availability but also due to the rapid growth in the user base… Indonesia is now only five years behind China in terms of penetration,” Morgan Stanley wrote.

    A separate study by global tech giant Google and Singapore’s Temasek, published last December, put the size of Indonesia’s e-commerce market at $12.2 billion in 2018 and $53 billion in 2025.

    The Morgan Stanley study, based on interviews with 1,582 respondents in eight Indonesian cities, suggests that the growth trend is still in an early stage, with many indicating that they only started shopping online in the past year.

    “Interestingly, 65 percent of the respondents in our survey had only started shopping online within the past year, and the majority believed e-commerce would become their main method of shopping over time,” the investment bank wrote in the report published on Tuesday.

    “There are 195 million smartphone users in Indonesia and only about 30 million online shoppers. The growth potential of the user base is still clearly huge,” it wrote.

    Apart from smartphone penetration, low data costs and the growing number of people with bank accounts serve as crucial enablers for continuing e-commerce growth, Morgan Stanley said. Data costs about 50 US cents per gigabyte in Indonesia, compared with $2.1 per gigabyte in China. About 49 percent of the adult population in Indonesia now has a bank account, compared with 20 percent in 2011.

    Apparel 

    Clothing and footwear fuel the sales growth, with 93 percent of respondents indicating that they bought items in this category online in the past 12 months. Half of them buy apparel at least once a month, Morgan Stanley said. In comparison, only 16 percent and 25 percent, reported that they purchased consumer electronics and mobile devices, respectively, which is the most common category in early state e-commerce.

    The study also noted changing customer behavior, which would likely affect their interaction with traditional brick-and-mortar stores. Three in every four customers said they would check for promotions or prices online before buying anything offline, Morgan Stanley reported.

    Seven in every 10 said they would continue shopping online, even if it meant they would have to pay for delivery. Morgan Stanley said this reflects consumers’ “willingness to pay for convenience.”

    “Fast shipping was the primary reason for preferring one website over another,” the bank said.

    Retailers 

    The trend presents challenges to traditional retailers to remain profitable and provides a powerful platform for small brands to challenge established manufacturers.

    “Our analysis reaffirms our medium-term concern for apparel-focused retailers like [Matahari Department Store]. The average transaction size for apparel online, per our survey, is similar to Matahari’s basket size,” Morgan Stanley said.

    “For beauty and personal care companies like Unilever, the combination of e-commerce and digital media is making it easier or cheaper for smaller companies to build brands and offer nationwide distribution,” it wrote.

    Everybody’s Game

    Investment in Indonesian internet companies has steadily risen over the past two years, which saw them attract at least $7.4 billion in capital in 730 deals.

    With all this potential growth, Morgan Stanley has yet to see clear winners in the country’s e-commerce market.

    Four players control most of the formal e-commerce sales: Lazada, Shopee, Tokopedia and Bukalapak, with the top three each controlling between 20 percent and 30 percent of the market. Bukalapak was in the low teens, according to the Morgan Stanley’s estimation.

    Lazada, a pioneer of e-commerce in Southeast Asia, is still the most preferred platform, according to the bank’s survey

    “Lazada had high usage rates across categories and genders. The cash-on-delivery option was one of the key drivers of the preference,” it said.

    Shopee was second overall in terms of usage and preference, being more popular in smaller cities and among people buying baby products, toys, and beauty and personal care products.

    “Tokopedia’s preference and usage were lower beyond Jakarta in our survey. Its usage rate was only 38 percent in second-tier cities like Surabaya, Medan and Bandung, compared to 62 percent in Jakarta,” Morgan Stanley said.

    A surprising find in the survey is that Tokopedia and Bukalapak both enjoy more than 80 percent customer recognition, but less than 50 percent had made purchases on their platforms within the past 12 months.

    “For Southeast Asia, we remain convinced that its e-commerce platform is being undervalued. Our survey not only confirms the popularity of Shopee but also that its users are willing to pay for delivery, which solidifies its path to profitability,” Morgan Stanley said.

    Lees ook:

  • Sarment Holdings, Blackberry join to deliver security for luxury customer

    Sarment Holdings, Blackberry join to deliver security for luxury customer

    Sarment Holding Limited is pleased to announce that it is partnering with BlackBerry to co-develop KEYYES CHAT, a highly-encrypted messaging application to provide identity and overall data security management for Sarment’s rapidly growing ultra-high, and high-net worth user base. The development of KEYYES CHAT will be in conjunction with a series of other security-focused applications which are anticipated to be launched starting in 2019.

    The KEYYES CHAT application has been developed with the BlackBerry Spark Communications Services SDK, which provides end-to-end encrypted chat, voice, video and data transfer functionality. It includes FIPS-validated, app-level, AES 256-bit encryption to ensure data is always protected on a device, across the mobile network and into the enterprise infrastructure.

    “Working in collaboration with BlackBerry was an obvious choice for Sarment, given they have long been regarded as a global leader in secured data and communications. Integrating this technology into Sarment’s digital ecosystem KEYYES is one of the steps we are taking to continue to provide our communities with useful tools they can trust. We started with bookings, purchases, deliveries and now we are adding communication to solve the issue of privacy and data security for our growing user-base. By leveraging BlackBerry’s Spark Communications Services SDK communication technology, KEYYES CHAT users can feel confident that their data and privacy are certifiably secured,” said Will Beattie, Chief Technology Officer of Sarment Group.

    In 2018, Sarment launched a unique offering which has quickly garnered the attention of the luxury industry by migrating its network of consumers and luxury brand partners into a unique digital ecosystem named KEYYES. ​KEYYES works as a curator, service provider and experience planner. Users discover expert insights, purchase curated goods and make bookings at featured lifestyle venues like restaurants, bars, art galleries, spas, wellness retreats, fashion houses, private clubs, automotive showrooms and designer’s workshops. KEYYES is currently available in 5 cities in Asia and the Company is targeting to be in over 20 additional cities worldwide in the next 3 years.

    KEYYES CHAT will be integrated in KEYYES App but will also be available to the general public in a lighter format with the same level of end-to-end encrypted security. It will give users the possibility to discover and be informed about KEYYES world if they are not yet a member.

    “We are extremely excited to be working with BlackBerry to address the cyber security and overall privacy of our users, and look forward to growing the breadth of our technology and specific application portfolio together in the coming months and years,” said Quentin Chiarugi, CEO of Sarment Group. “Sarment plans to migrate all its employees’ communications and its partners using KEYYES CHAT as the only communication tool when the application is launched. We want to showcase to our corporate partners how valuable KEYYES can be for their own employees and their customers.”

    “As more and more of our private lives are shared and conducted online, the need for secure communications is critical,” said ​Alex Thurber, SVP and GM of Mobility Solutions, BlackBerry. “KEYYES delivers a useful service for high-net worth individuals, whose data may be of value to those with malicious intent, and being able to trust in the integrity of the chat system will be a primary decision-making factor for them in considering the service. With the BlackBerry Spark Communications SDK, KEYYES CHAT will allow seamless communication between members, partners and employees while protecting the privacy and security of its users.”

    Lees ook:

    Lees ook:

  • Indonesian Consumers Face Harassment by Fintech Debt Collectors

    Indonesian Consumers Face Harassment by Fintech Debt Collectors

    As a result, she faces constant harassment by debt collectors who call her, wait outside her home, and even go as far as contacting her parents, family members, friends and acquaintances. “I was not expecting these fintech firms to subject their customers to such dreadful practices. They accessed my contact list and messages [on my mobile phone]. They even called my current bosses,” Cintia said.

    “My friends even told me that these fintech firms were defaming and harassing them, sending my friends’ personal photos to their bosses and some of the people in their contact lists, calling my friends imposters,” she added.

    The trouble started a few months ago after she borrowed Rp 1 million each from Uang Kita, Kantong Darurat and Perdana (previously known as Rupiah Plus).

    Risks Associated With Collateral-Free Loans

    Each fintech firm has a different set of requirements borrowers must meet, but most of them do not ask for any collateral, which comes with one major drawback: high interest rates.Despite customers only needing an identity card and a cellphone number to borrow emergency cash, these loans carry interest rates of 1 percent per day for a maximum tenor of 14 days. This exceeds by far the already steep interest rates of 29.9 percent per year that credit card companies charge their customers.

    Customers must also be prepared for some unpleasant treatment from these fintech firms if they fall behind on their repayments.

    “At first, I started borrowing money just for fun but I ended up with these debts and I’m making one debt to pay another debt. I want to pay it off in installments, but they refuse to accept it. They want me to settle the loans in full,” Cintia said.

    Misna Wati, who works for an undisclosed company in Jakarta, has owed money to 25 fintech firms since May last year. She said she regularly receives harassing phone calls and WhatsApp messages from debt collectors and representatives of the firms.

    “We are worried all the time. We did not expect them to be able to access our contacts, call logs, even messages,” said Misna, who declined to state her age and occupation.

    Misna and Cintia are now both seeking assistance from the Jakarta Legal Aid Institute (LBH).

    Need for Strong Data Protection

    With numerous reports about breaches of data privacy by the financial industry, the House of Representatives must accelerate the process involved in passing the data protection bill.The bill, which was supposed to be enacted last year, has now been included in the 2019 priority list of the National Legislation Program, which means that the House might deliberate it sometime this year.

    While Ministerial Regulation No. 20 of 2016 is intended to protects users’ personal data on the electronic system, it is deemed insufficient in preventing large-scale data breaches.

    The regulation only stipulates administrative penalties for violations or the settling of disputes between offenders and system providers or data owners, but does not allow for the recovery of damages related to customer data breaches.

    The bill, if it is passed into law, would apply both in Indonesia and abroad, but only to Indonesian citizens and Indonesia-based business entities.

    The regulation is very important as Indonesia has more than 143 million internet users, which is more than half of the country’s population, according to data compiled by the Internet Service Providers Association (APJII) in 2017.

    Fintech’s Popularity

    Fintech services have gained popularity in Indonesia over the past few years due to their seamless technology systems, innovation, customer-focused approach and simplicity. Fintech companies also offer payment systems, financial assistance and fundraising options.According to a joint study by global technology giant Google and Singaporean wealth fund Temasek, Indonesia’s internet economy – the financial value of all digital services – could exceed $100 billion by 2025, compared with $27 billion last year.

    But despite numerous benefits, the microcredit industry is still poorly regulated in Indonesia and the government is currently dealing with a rising number of illegal or unlicensed fintech firms operating in the country.

    The government banned 738 illegal financial technology websites and applications last year in a bid to protect consumers.

    As Indonesia is now one of the centers of the digital financial industry in the region, it attracts numerous companies from neighboring countries that establish a presence in the country, but which often choose not to obtain licenses from industry regulator, the Financial Services Authority (OJK).

    Most of the unlicensed fintech apps and websites are from China, Malaysia and Thailand. These fintech firms do not have registered offices, either in Indonesia or in their home countries.

    “The OJK has instructed us to ban unlicensed fintech websites and apps,” Ferdinandus Setu, acting head of public relations and communication at the Ministry of Communication and Information Technology, said in a statement last week.

    He said the ban so far applies to 211 websites and 527 smartphone apps, which seemed to have been increasing since August last year.

    There were 171 illegal fintech apps available for download on Google Play in November last year, compared with 144 in August. The ministry also recorded 77 illegal fintech websites in September.

    The ministry said no illegal fintech websites and apps were recorded between January and July last year.

    Ferdinandus said besides the OJK’s instruction, the communication ministry’s actions were also carried out after collecting public reports through a web crawler known as AIS, which filters out content deemed illegal under Indonesian law, such as pornography, the spreading of false news and the promotion of terrorism and radicalism.

    The ministry encouraged members of the public to report websites offering financial services that may be deemed illegal, or fintech companies that are not registered with the OJK.

    Reports can be submitted to aduankonten.id, or @aduankonten on Twitter. A task force comprising more than 13 ministries and agencies will investigate the reports.

  • Vietnam’s Viettel seeks to double Myanmar customer base: CEO

    Vietnam’s Viettel seeks to double Myanmar customer base: CEO

    Vietnam’s largest telecommunication company, Viettel, is seeking to double its five million subscribers in Myanmar by the end of the year. Viettel, whose $1.22 billion unit Viettel Global Investment is trading on the Unlisted Public Company Market, has also shown interest in investing in North Korea and Cuba. “The growth seen in Myanmar is rare in the telecom market,” Viettel’s president and chief executive officer Le Dang Dung said on Friday. “We still have room to grow there.”

    Myanmar, where Viettel and its local partners launched a $1.5 billion 4G network in June last year has emerged as one of the most promising markets for the company, Dung said.

    The Mytel network, jointly developed by Myanmar National Holding Public Ltd and Star High Public Co Ltd, has amassed around five million subscribers, a figure which Dung said he expects to double by the end of this year.

    Viettel is also in talks to buy stakes in existing telecommunication firms in Malaysia and Indonesia, Dung said, without giving further details due to the sensitivity of the deals.

    The company will be the first to develop a 5G network in Vietnam, Dung said, in anticipation of rapid development of data services.

    He said Viettel had earmarked $40 million for the development of its own 5G chipset, but was also considering using technology from Ericsson and Nokia.

    The military-run firm, formally known as Viettel Group, has around 60 million subscribers in Vietnam and over 30 million users across 10 other countries – predominantly in Asia and Africa.

    The company is also in talks to buy a 20 percent stake in a European mobile carrier, Dung said, without elaborating.

    Dung said Viettel plans to stop expanding its investment in the African market, however, where the company has struggled to make a profit due to poor economic growth.

    Closer to home, Viettel is looking to invest in North Korea, said Dung, where Koryolink – a joint venture between the North Korean state and Egypt’s Orascom Investment Holdings – has amassed millions of subscribers since its 2008 launch.

    “We first sought permission from North Korea to build a mobile network there in 2010,” he said. “But we’re still waiting for sanctions to be lifted and for the country to open its market to foreign investors.”

    Lees ook:

    Lees ook:

  • Starbucks South Korea offers incentives using own cups

    Starbucks South Korea offers incentives using own cups

    Starbucks South Korea says the number of customers bringing their own cups to the store leapt 24 per cent in just one month. The boost is the result of its ‘Eco Bonus Star Program’ aimed at reducing waste and improving consumer awareness of sustainability issues. Through the Eco Bonus Star Program, customers of Starbucks South Korea can collect additional ‘stars’ – or bonus points – by bringing their own cups to cafes. The stars can be used for discounts and other benefits.

    Customers can choose to receive an immediate discount of 300 won (US27 cents) if they don’t want to collect stars.

    Starbucks said that, compared to 970,000 customers who brought their own cups in October, more than 1.21 million customers brought their own cups in December, the first full month of the program.

    Two-thirds of customers chose to save up stars, rather than receive the discount.

    “More than 1.81 million additional stars were given to customers just 50 days after the Eco Bonus Star program was implemented,” said Starbucks.

    “Gold members for My Starbucks can get a free drink for 12 stars, which also likely encouraged more customers to bring their own cups.”

    More than 8 million customers have brought their own cups this year, twice as many as last year.

    Lees ook:

    Lees ook:

  • Millennials Dominate Indonesia’s Online Shopping Scene

    Millennials Dominate Indonesia’s Online Shopping Scene

    Millennials are driving growth in Indonesia’s e-commerce industry as they buy a wide range of items, from clothes and gadgets to phone credit and electricity tokens, from online outlets with increasing frequency, according to a recent report from market research and consulting firm Ipsos Indonesia. The E-Commerce Outlook 2018 report released on Monday looked at the profiles of 32 million online shoppers in the country.

    The study drew results from an online survey in August. Ipsos Indonesia said the study served as an exploratory stage to be followed up by a more extensive survey planned for next year.

    The study found that 64 percent of online shopping is dominated and driven by millennials, both in terms of product categories and revenue, Ipsos research director Andi Sukma said, referring to the 25-30 age group.

    “They are made up of young families that have a minimum income of Rp 4 million [$280] per month,” said Indah Tanip, an associate director at Ipsos Observer.

    Most millennials are drawn to e-commerce for its convenience and competitive prices, the rise of financial technology and online payment platforms, such as OVO and Go-Pay, which have also encouraged more millennials to purchase their phone credit and pay bills through e-commerce apps, the Ipsos report said.

    The report also identified the five most-visited e-commerce sites: Tokopedia, Shopee, Lazada, Bukalapak and Blibli.com.

    Citing data from the Indonesian Internet Service Providers Association (APJII), Ipsos said the wider availability of broadband internet in the country has helped fuel e-commerce growth. About 72 percent of Indonesians living in urban areas and nearly 50 percent in rural-urban areas have internet access.

    The E-Commerce Outlook 2018 report also looked at community habits, online service accessibility, popular e-commerce sites and consumers’ preferred payment methods.

    Lees ook:

  • FTC Korea approves convenience stores’ voluntary rules to curb competition

    FTC Korea approves convenience stores’ voluntary rules to curb competition

    South Korean convenience store operators have agreed not to engage in cut-throat competition in the latest move to better protect struggling franchisees. A key centerpiece of the voluntary deal calls for CU, GS25 and 7-Eleven and three other convenience store brands to decide “carefully” over whether to open a new convenience store near an area where a rival convenience store is already located.

    The deal said that convenience stores of rival brands should be at least 50 metres away from each other. Currently, convenience stores of the same brand should be located at least 250 metres away from each other to make sure that they do not compete against each other.

    The latest move came as South Korea has been struggling to protect franchisees in a country where chaebol, or family-controlled conglomerates, have dominated the economy for decades.

    “The voluntary regulation, if implemented in good faith, could help ease saturation and improve management conditions of franchisees of convenience stores,” Kim Sang-jo, chairman of the Fair Trade Commission, said in a signing ceremony of the voluntary deal in Seoul today.

    Last week, President Moon Jae-in instructed the antitrust chief to support a voluntary deal among South Korean convenience store operators so as to address the saturation of the market.

    Convenience stores have sprung up in commercial areas in Seoul and other major cities in recent years, driven by growth of single-member households.

    Last year, the number of convenience stores surpassed 40,000, a dramatic increase from 1989 when the first convenience store opened in eastern Seoul.

    Kim said the voluntary deal could prevent convenience store operators from recklessly opening new outlets in areas where there are already many convenience stores.

  • Poor customer experience costs retailers in Asia

    Poor customer experience costs retailers in Asia

    Nearly two-thirds (63 per cent) of consumers in Asia will no longer shop with a retailer after just one poor customer experience. That is one of the conclusions of a research study conducted by unified commerce provider Tofugear in partnership with Rakuten Insight. Based on a survey of 6000 shoppers across 12 countries in Asia, the research underlines the importance of delivering on experience for retailers.

    Top frustrations with stores included products being out of stock, long checkout queues and poor service from staff. When it comes to online shopping, consumers were turned off by high shipping costs, inaccurate product information and slow fulfilment speeds.

    Philip Wiggenraad, head of research at Tofugear, says: “The connected consumer in Asia is empowered and not afraid to look elsewhere when their needs are not being met. Retailers need to understand that they often only have one chance to get it right.”

    E-commerce is popular with consumers in the region: 59 per cent prefer to shop online rather than in stores.

    However, there were considerable variations depending on the country. China led the way (88 per cent), while markets such as Hong Kong and Singapore (both 51 per cent) were more evenly split in their preferences between online or stores.

    While millennials are the most prolific online shoppers, with more than half (55 per cent) doing so at least once a week, Gen Z also has a definite lean towards the online channel.

    “Physical retailers expecting a resurgence of the store driven by Gen Z should think twice and continue to look at ways to make their stores relevant in the digital age,” says Wiggenraad.

    Respondents to the survey showed a strong willingness to engage with store technologies in order to make their shopping journey more frictionless. Two-thirds (65 per cent) would use their mobile phone for self-checkout, while 62 per cent were open to using apps in stores as part of a connected retail experience.

    Access the full findings of the Digital Consumer in Asia 2018 report by downloading the PDF here.

  • KT subscribers jump ship after fire accident

    KT subscribers jump ship after fire accident

    KT’s week has taken yet another turn for the worse as the fire that caused major telecommunications disruptions in Seoul and the surrounding area has likely left the company with a hefty compensation bill and subscribers looking to take their business elsewhere.

    According to data from the Korea Telecommunications Operators Association on Tuesday, the number of KT’s mobile service subscribers has been shrinking since a fire broke out at the carrier’s Ahyeon telecommunications switching center in Seodaemun District, western Seoul, on Saturday.

    On Saturday, the total number of subscribers to the country’s second-largest mobile carrier fell by 828 people compared to the previous day. This means that the number of people that left KT was larger than those who newly subscribed to the carrier that day.

    On the contrary, subscribers to SK Telecom increased by 246 people and LG U+ 582 people on the day of the accident.

    On Monday, the number of KT subscribers again dropped by 678 people. During the two operating days, KT lost a net 1,506 subscribers.

    Before the accident, the number of KT subscribers was on the rise. On Thursday, KT’s pool of subscribers increased by 69 people and by 83 people on Friday, but that trend was reversed after the fire.

    The troubled company said most fire-affected services have returned to normal on Tuesday, but analyst Kim Hyun-yong from eBest Investment & Securities said, “KT’s sales and brand image can be damaged if the situation is not fixed quickly considering the long hours and broad scope of disruptions [caused by the accident,]” in a report.

    SK Telecom also suffered from problems in its mobile communications services in April and LG U+ last year, but disruptions were resolved in a matter of hours, not days.

    Analysts estimate KT will have to spend at least 23.2 billion won ($20.5 million) in compensation to individual customers as it decided to waive a month’s phone bill for KT subscribers residing in the affected regions. The amount is roughly 1.6 percent of KT’s projected operating profit for this year according to Yang Jong-in, a research fellow from Korea Investment & Securities, Tuesday.

    “We made our assumptions based on KT’s market share in the five affected districts in Seoul,” Yang said.

    Another analyst Kim Joon-sop from KB Securities estimated the amount of compensation to be larger, at around 31.7 billion won.

    As compensation plans for the business losses of small and microbusiness operators have not yet been laid out by the mobile carrier, the amount of compensation could snowball.

    The accident comes at a tragic time for KT, as it was just a week before the carrier expected to introduce its first 5G network-based services. Korean carriers have been preparing to launch their first 5G services in dongle-type devices from December and had scheduled large press briefings this week prior to the official launch.

    KT has now delayed its event. On Monday, the mobile carrier sent notices saying “we decided to cancel our scheduled event to quickly fix telecommunications disruptions caused by the fire,” to reporters.

    The 5G network has been KT’s key focus and Chairman Hwang Chang-gyu had promised in September to invest a whopping 9.6 trillion won into its 5G business over the next five years. The company had also cemented its image as a leading 5G service provider by serving as the official telecommunications partner at the PyeongChang Winter Olympic Games earlier this year.

    The latest incident, however, has hampered KT’s latest bid to take a bigger share of the local telecommunications market, which has been in a similar shape for the last decade: SK Telecom taking 50 percent, followed by KT with 30 percent and LG U+ 20 percent.

    “SK Telecom, which boasts a well-established image of offering quality mobile services, and LG U+, which bets on cost-effective services, are likely to take advantage of the latest accident,” an industry insider said.

    Still, KT is trying its best to restore the disrupted network.

    According to KT, 96 percent of its mobile communications service has been restored, while 99 percent of landline internet and 92 percent of fixed-line phone services are repaired as of 11 a.m. Tuesday.

    KT said microbusiness operators still suffering from telecommunications disruptions are those that depend on copper cables rather than more modernized fiber optic cables. While 99 percent of fiber optic cable-based landline phone services are back to normal, only 10 percent of the copper cable-based services have been restored.

    “Copper cables are heavy and thick so they cannot be taken out through manholes for restoration,” KT said in statement. “They can only be recovered after our people are allowed into the tunnel where the fire broke out.”

    To minimize damage to copper-cable users, KT said it will offer 1,500 wireless LTE routers to shop operators so they can use electronic card payment systems. KT is also offering 300 wireless payment devices to convenience stores after discussions with the various franchise headquarters. The carrier has also been rushing to convert copper cables to fiber optic ones in areas with a large number of shops since Monday.

    From the government’s side, the Ministry of Science and ICT created a task force on Tuesday consisting of related government officials and representatives from mobile carriers to discuss how to manage low-level telecommunications facilities like the Ahyeon facility, which was graded D in terms of importance.

  • Women can make or break Vietnam’s F&B industry

    Women can make or break Vietnam’s F&B industry

    With more women spending more on eating out, they have become linchpins of the F&B industry, a study indicates. A new survey by HCMC-based market research firm Decision Lab finds that female consumers can make or break the food and beverage industry of Vietnam.

    Average visits per capita by female consumers to the out of home food and beverage market has increased by 5 percent during last year, from 121 between the fourth quarter of 2016 and the third quarter last year to 128 between the fourth quarter last year and the third quarter this year.

    Women have also increased spending on almost all major food channels in Vietnam, namely full service restaurants (FSR), or sit down eateries where food is served directly to the customers’ table, and quick service restaurants (QSR), where table service is minimal and the typical fare is fast food, street food, convenience stores, canteens and bars.

    As a result, women’s contribution to the out of home market revenue has increased by a whopping 10 percent.

    Among the women themselves, the 15-34 year-old segment accounts for 82 percent of the visits in the out of home market, and more than half of those by white-collar workers. Students are also seen as the driving force of female visits at 25 percent.

    As such, Decision Lab points out that the growing influence of women on the foodservice market is real and the industry would be well advised to use female-friendly messages to increase the traffic.

    According to market research firm Vietnam Report (VR), Vietnamese spend more than a third of their income on food and beverages, topping education and utilities.

    VR said the food and drink market has become more exciting in recent years with the entry of technologies such as phone apps that allow users to find nearby restaurants and order deliveries.

    Food and beverages were two of the 10 most bought products online last year, it said, citing data from market research company Nielsen.

    Lees ook:

  • JD sales jumps as shoppers reached 300 million

    JD sales jumps as shoppers reached 300 million

    JD sales lept 25.1 per cent in the third quarter, to RMB104.8 billion (US$215.3 billion). “We are pleased to report solid results for the third quarter, with our core JD Mall business driving consistent growth under its highly experienced management team,” said CEO and chairman Richard Liu.

    “JD’s commitment to convenient, reliable service and high-quality, authentic products continues to translate into an increasingly loyal user base. Our ‘Retail as a Service’ strategy is also gaining traction as we provide a wide range of partners with innovative retail infrastructure solutions,” he said.

    Annual active customer accounts increased to 305.2 million in the year to September 30, from 266.3 million at the same time a year earlier.

    Net income from continuing operations attributable to ordinary shareholders for the third quarter was RMB3.0 billion (US$400,000), three times more than for the same period last year.

    “JD’s strategic focus on improving customer experience helped drive strong performance across the business,” said Sidney Huang, JD’s CFO. “We will continue our disciplined strategy of investing in key technologies as we focus on optimising operations and driving economies of scale over the coming quarters.”

    Among highlights of the quarter was the signing of a raft of major international brands to the JD platforms, including L’Occitane de Provence, House 99, Hera, Salvatore Ferragamo,  Furla, Gieves & Hawkes, Kent & Curwen, Cerruti 1881 and D’Urban. JD’s dedicated luxury platform Toplife welcomed John Galliano, Buccellati and Shang Xia among others.

    As at September 30, JD had some 200,000 merchants on its online marketplace, and 175,366 full-time employees.

    Lees ook:

    Lees ook:

    Lees ook:

  • Stocking up on Digitalization to Increase Share-of-Basket

    Stocking up on Digitalization to Increase Share-of-Basket

    With the rise of e-Commerce, Asian retailers are under tremendous pressure to continuously push traditional boundaries and embark on digital transformation to engage consumers. Keeping up with the latest trends in providing the best consumer experience have retailers looking to tech innovations, particularly digital technologies, to play a key role in capturing and keeping customers’ attention and loyalty.

    Technologies such as the cloud, Internet of Things (IoT), mobility solutions, and augmented reality (AR) are driving customer-facing innovations such as digital marketing, smart shopping carts, couponing, and mobile apps – that bring people into the store and keep them coming back. Cloud applications also make it easier for store associates and corporate staffers alike to collaborate and take care of back-office needs.

    The reality is that retailers need to embrace digital transformation and use technology in innovative ways to enhance the customer experience if they want to remain competitive.

    Technology Challenges

    However, rapid adoption of digital in retail not only improves outcomes but ignites new challenges for IT administrators in retail organizations. Among the challenges are how to:

    • Support increased customer engagement with in-store technologies that have high-bandwidth demands
    • Support increasing use of applications in the cloud with a resilient and secure network
    • Ensure connectivity and provide secure access for point-of-sale (POS) applications and electronic payment transactions
    • Ensure performance for real-time applications such as voice, video, and unified communications

    Taking on one of these efforts in the past may have required every resource, but now all of these must be accomplished by the same IT staff.  Also, these changes must be deployed across hundreds and even thousands of store locations spanning vast geographical regions.

    Yet the connective element that brings everything together for retailers –  existing networks are now too complex, too expensive, and frankly, too outdated to support the challenges and opportunities that come from digital transformation. A new approach to the retail network is required.

    With a Virtual Cloud Network, retailers can create an end-to-end software-based network architecture that delivers services to applications and data wherever they are located at global scale from edge to edge, with consistent, pervasive connectivity, and security.

    Faster service delivery on the cloud

    Alfamart in Indonesia is an example of a retailer that embarked on digital transformation by adopting cloud and mobility solutions, and reaped the benefits of a modernized, connected business network.

    Faced with a vast network of over 10,300 minimarts spread across the Indonesian archipelago and basic internet infrastructure in many far-flung areas, it was difficult for Alfamart to convey information in a timely manner across its network.

    The slow flow of information impeded the business’ ability to make critical decisions in a timely manner,  resulting in them not being able to react quickly enough to customer feedback or market trends, and affected overall competitiveness.

    Alfamart decided to connect all of its store employees and partners with a bring your own device (BYOD) strategy and an enterprise mobility management platform over the cloud.

    All store employees are now equipped with the most up-to-date product information, prices and stock level at their fingertips, enabling them to act quickly to meet market trends, and manage peaks in demand for the fast-moving perishable goods they provide.

    This has improved their speed-to-market, reduced training costs by 20 per cent, enhanced mobility across device and platforms, and improved internal communications between management and employees. Customer satisfaction levels have also gone up.

    Keeping systems up and goods in stock at all times

    City Mart in Myanmar is another retailer which benefited from modernizing its legacy IT infrastructure by adopting virtualization. Lengthy downtimes were a common occurrence under their old IT system, which affected their supply chain and resulted in unfulfilled customer orders, negatively impacting revenues.

    The supermarket network implemented a software-defined IT infrastructure and automated certain IT processes, which not only eliminated server downtime but also cut operational expenses by half. Predictive analytics and smart alerts also helped improve the system performance.

    With a new inventory management system, City Mart is now able to gain visibility of their stock across their entire network of 180 stores, whether on storeshelves or in the warehouse. This enabled them to better understand changing consumer demand patterns across different stores, ensure that goods are in stock at all times, and build stronger relations with suppliers.

    Ultimately, the virtualized IT infrastructure supports City Mart’s expanding business, enabling the retailer to meet the needs of Myanmar’s growing consumer class.

    Networking for Retail 2020

    The future of networking is software, and the network of the future is the Virtual Cloud Network. Virtual Cloud Networks allow retailers to create a digital business fabric for connecting and securing applications, data, and users across the entire network in a hyper-distributed world. In this way, retailers can simplify networking and wide area network management, optimize cloud access from all locations, assure high performance for even the most demanding applications, and enforce security and compliance across the network in every store location.

    Lees ook:

  • 6 key components to effective customer experience

    6 key components to effective customer experience

    Today’s highly competitive retail environment requires that retailers create compelling and unique customer experience (CX) allowing them to have a frictionless shopping experience across all the channels. The customer experience is not confined to a single department or a job role but a holistic organizational effort that requires participation from all the stakeholders within the retail organization. Customer experience is a strategic goal led by the CEO driving the omni-experience transformation within the organization. Consistency across the customer-facing touchpoints is essential to ensure a perfect and consistent customer experience.

    According to IDC experience survey, “consistent experience across different channels of interactions” cited as the number 1 factor by the respondents. Retailers must also orchestrate their channels with business process and support those processes with integrated software systems.

    IDC sees the customer experience as a business strategy that is part of a customer-centric business strategy. Customer experience is one of the four experiences defined by IDC (the other are employee, partner, and supplier). While an organization may have the result of a customer experience in mind, it may choose to pursue an employee experience or partner experience strategy as its means to ultimately deliver a differentiating customer experience. IDC defines customer experience as follows: Customer experience is the entire process over the lifetime of a relationship between customers and an organization with which they engage. In this context, customer experiences can range from a single transaction to an ongoing relationship over a period of many years.

    Key Components of Customer Experience

    • Culture, strategy, and processes. The organization’s culture is central to making a CX strategy work. Leadership must show support for CX initiatives because the ripple effect through the organization is profound. The concrete evidence of this cultural directive should be found in the strategy and processes that support it.

    • Products and services. The product or service that the retailer offers should inherent to the satisfaction of the customer, and it must fulfill a need or demand. The quality of the product or service should also reflect the value for money.

    • People. Customers are obviously at the center of CX. But the company’s employees are just as important, if not more so, as they are in the direct flow of delivering the customer experience. Employees are the advocates and evangelists for the company. In addition, suppliers and partners enable the production, sales, and implementation of the product or service, requiring them to understand the organization’s strategy in order to represent its brand.

    • Information. Information includes all of the content, data, and analysis that are distributed among key stakeholders: the customer and the organization, by employees to other employees, and from partners to customers through the delivery and support of products.

    • Access. Access includes all the touch points through which a customer experiences a retail brand. The consistency of these touchpoints is the powerhouse factor in driving customer experience.

    • Technology. Technology, including both hardware and software, supports and automates the CX environment. Technology should streamline and reduce friction for customers when using digital channels.

    Lees ook:

    Lees ook:

    Lees ook:

  • Apple to hold educative sessions at Apple Stores to increase customer engagement

    Apple to hold educative sessions at Apple Stores to increase customer engagement

    It may just be a marketing gimmick, but Apple’s latest initiative has all the elements to attract the crowd in its stores. The tech giant is planning to mobilize the mass to its stores by arranging educative sessions, dubbed “Today at Apple”, which would be organized by experienced professionals and will impart wisdom on a varied list of topics ranging from literature to coding.

    This initiative is aimed at building a better engagement between Apple enthusiasts and the brand by providing creative outlets and sessions, completely free of cost. The sessions will be held by experienced Creative Pros, who will make use of the varied products that Apple has to offer in order to educate the participants.

    Apple’s Senior Vice President of Retail, Angela Ahrendts said: “Today at Apple’ is one of the ways we’re evolving our experience to better serve local customers and entrepreneurs.”

    “We’re creating a modern-day town square, where everyone is welcome in a space where the best of Apple comes together to connect with one another, discover a new passion, or take their skill to the next level. We think it will be a fun and enlightening experience for everyone who joins,” she added.

    So if you are a photography enthusiast getting ready to sharpen your skills via six “How To” sessions at the nearest Apple store, that would cover shooting, organizing, editing and more or if you think you have elevated from all the basic stuffs, you can participate in the photo walks. If you are a coder, you can learn how to tinker around with Swift Playgrounds, which shares the same ethos that professional developers regularly apply in their day to day coding activities.

    Lees ook: