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Tag: experience

  • Benoy completes design work of Jewel Changi

    Benoy completes design work of Jewel Changi

    International architecture and design firm Benoy has completed work on the interiors for Singapore’s new airport shopping centre, Jewel Changi.

    Opening its doors on April 17, the new 137,000sqm space connects three of Changi Airport’s current four terminals, making it easily accessible to the public and passengers. With more than 65 million passengers passing through Changi Airport last year, Jewel is designed to establish a new airport typology as a destination promoting community, commerce and entertainment.

    “We are incredibly proud of the work we have done for Jewel,” said Benoy director and head of Singapore studio Terence Seah. “We’ve created a dynamic environment that becomes a unique place for travellers and residents alike. This addresses the important question of place making in the aviation context.

    “In the process too, Jewel has enhanced the Changi experience. We are confident that other cities will be inspired to rethink the future of airports.”

    Benoy has drawn its capacities in retail, mixed-use, hospitality and leisure to deliver an experience-led destination for the city, offering a renewed sense of place for locals and visitors in connecting the city to the airport. The interiors navigate the many interfaces between aviation facilities and the retail centre.

    Celebrating the natural light offered by the forest valley at Jewel’s core, the retail design enables visitors to experience the vastness of the open space and the intimacy of nature throughout their elliptical journey of the building, reinterpreting the traditional sense of the commercial space.

    The expanded Terminal 1 also offers new pedestrian linkages to other terminals and the MRT via Jewel, improving connectivity and accessibility for all.

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  • Brands say customers are to blame for bad CX

    Brands say customers are to blame for bad CX

    There is a significant disconnect between the way brands and customers perceive trends in the customer experience, according to a recent survey by InMoment.

    While 36 per cent of brands believe their customer experience is definitely improving, only 13 per cent of customers felt the same way.

    The survey also found that brands are failing to take responsibility for their CX shortcomings, with 40 per cent of brands saying customers are “very” responsible for creating better experiences in-store, and 11 per cent saying customers are “completely” responsible.

    On the other hand, customers believe a good CX is a shared endeavour.

    “It’s evident that there’s a significant divide in Australia between how brands and customers rate the experience they are delivering and receiving, respectfully,” InMoment vice president of APAC Claire Fastier said.

    “This gulf in perception should be ringing alarm bells for brands who need to better understand customer expectation and deliver strong CX.”

    According to the report, the simplest way to solve this disconnect is to ask customers what they want directly – nearly 78 per cent of customers said this was the most important method of improving customer experience, while only 43 per cent of brands agreed.

    “Open channels for direct feedback between you and your customers,” the report reads.

    “Make it as easy as possible for them to tell you how they feel about your brand. Don’t shy away from asking them the important questions, and be sure to weigh both asking and listening wisely.”

    Additionally, retaining a human element is incredibly important, with half of customers stating that better service from staff was the most important thing brands can do to improve the customer experience. This is at odds with the brand perception, with only 29 per cent ranking this first in importance.

    Personalising service with purpose, neglecting customers without an intent to purchase, and taking constructive criticism as a positive metric are all further ways that brands can improve customer experience moving forward according to the report.

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  • Consumers are in control and searching for Experiences

    Consumers are in control and searching for Experiences

    Retailers must recognise consumers are in control and they are looking for experiences above all else, according to US trend expert Tom Mirabile.

    Speaking at the International Housewares Association’s annual show in Chicago, Mirabile said housewares suppliers and retailers need to focus all their efforts on what the consumer wants, how the consumer sees themselves, and how the industry can help create solutions for them.

    “We need to stop looking at objects and start looking at what those objects deliver,” he said. “People aren’t buying objects, they’re buying experiences.”

    Mirabile began his presentation with an overview of generational distinctions and key “need-to-knows” about each generation right now. Generation Z is on track to be the most well-educated generation (according to Pew Research), with a liberal set of attitudes and openness to emerging social trends. They also may be the first generation where cooking is truly no longer a gendered task, viewing “cooking as a craft or a skill,” according to Mirabile. This generation skews more toward traditional life cycles, with many saying they want to start a family and own a home.

    A much less traditional generation, millennials prefer staying home over going out. But they’re less likely to eat around the kitchen table; many eat in their bedrooms and even bathrooms. They also report replacing one meal a day with snacks.

    Another way of bucking the norms: “Millennials don’t see a brand as religion,” said Mirabile. “Loyalty does exist, but you have to constantly earn it.”

    Generation X is smaller in numbers but is entering its prime earning years. Thirty-one percent of discretionary spending in the US right now is coming from this generation, Mirabile said.

    Gen X is very self-sufficient and does more product research than any other generation. They’re also a true shopping hybrid; they still enjoy a trip in-store but have fully embraced online shopping.

    Many Baby Boomers are retiring, moving or remodeling their homes, which means they will be buying more items for their homes. Many are also in a period of personal reinvention. “Boomers are still looking to Millennials and Generation Z to see what they want to be,” Mirabile said.

    As for seniors, many are still economically active but much of their consumption has shifted to experiences and healthcare. By 2035, one in three US households (versus today’s one in five) will be headed by someone over 65 years old.

    Next up, Mirabile shared some key tenets that are important for housewares suppliers and retailers as they adjust to the quickly-changing marketplace where consumers hold all the control. He tied them to the acronym ‘FASTR’:

    F – Be flexible, be fun, be fearless. Change is constant, but even the most established brands can reinvent themselves. Mirabile cited Ikea and KitchenAid as examples. He also cited recent amusing commercials from Skittles, Wayfair and Geico, “(Brands) who can have fun and make fun of themselves send a message of self-confidence,” Mirabile said. And be fearless – don’t be afraid to take a stand or do something different from the norm. It helps make your brand feel authentic and helps you stand out from the crowd.

    A – Be addictive, be aware, be aspirational. American adults spend more than 11 hours per day listening to, watching, reading or generally interacting with media, according to the Nielsen Total Audience Report. The challenge is in hooking them in. Be aware: there’s a tremendous amount of information out there, but “you’ve got to be self-educated, you’ve got to be a culture vulture,” said Mirabile, and keep up with what consumers want. Be aspirational: “Today’s consumer doesn’t dream of owning, but of becoming,” said Mirabile. “Stop telling the customer who you are and start telling them you know who they are.”

    S – Be surprising, be shareable, be simple. The subscription e-commerce market has grown by more than 100 per cent a year over the past five years, said Mirabile. A reason? They deliver boxes of surprising items a consumer may never had found on their own (or without a lot of time and effort). Be shareable: these days, this doesn’t simply mean sharing an image, though that still does have value. It’s more about inspiring people to physically share something, such as the opportunity for a family to cook and eat a meal together. And be simple: “Instead of big claims, sometimes it’s about the little obsessions,” was a finding shared from PHD Worldwide.

    T – Be true, be transparent, be trustworthy. Consumer trust levels are at an all-time low, whether it comes to government institutions, businesses or media. Be transparent: This is important whether you’re talking about ingredients, labor usage, or product materials. Significant numbers of people across all generations will pay more money for eco-friendly materials, said Mirabile. Be true: this often starts within your own company culture and then rises through the ranks of everything you do.

    R – Be real world, be responsible, be reactive. “To me, this is all about looking at real-world problems people are having, and how you’re going to solve them for them,” said Mirabile. Be responsible: a large part of this has to do with sustainability, a key issue for many generations of consumers these days. Be reactive: getting negative reviews? You must be quick to react, explain and make things right online. eMarketer data finds that roughly two-thirds of US internet users reference product reviews at least often before making a purchase.

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  • How technology shape the future of retail in India

    How technology shape the future of retail in India

    The Indian Retail Industry is considered one of the fastest growing industries in the world and technology has emerged as a helping hand to the industry. The world has seen a transition in retail planning –with the industry going from being product-centric to being customer-centric – and retailers are leveraging technologies to reach the modern shoppers.

    Over time, retail technology has transcended from an aspiration to an expectation and has wedged itself securely between consumer and experience to create an everyday interface. While it has definitely made life easier for consumers, retailers in India have spent a better part of the last decade on their heels, reacting to profound changes throughout the sectors of the industry.

    Retailers today are not fighting with retailers anymore; instead they’re fighting with different technological interventions in order to be the most competitive in the world. With growing competition, it has become extremely vital for retailers to innovate continuously and implement cutting-edge technologies to fulfil today’s demanding customers’ need.

    In order to stay relevant in a highly competitive market, every retailer needs to stay on top of technological advances and also learn how to exploit these technical innovations to forward their business goals.

    Over the past few years, a number of technology trends have evolved and dramatically altered the retail industry. The emergence and the transformational growth of the new economy has unleashed powerful forces which are eventually and successfully reshaping the retail industry at a transformational speed. In order to succeed, today’s retailers have to offer a seamless shopping experience across all channels – and should not lose track of their customers.

    Today, the entire retail ecosystem has smartened with technology. There are so many things one can experiment with if a retailer uses technology, for example: smart displays, in-store services, smart shelves, home delivery, brand optimization options, supply chain optimization, logistics automation to name just a few.

    Then there are wallets, point of sale data, social networking – where you can home in on complaints as well as get appreciated. All this is driven by the retailer into applications where the consumer sees, feels, asks the retailer questions and eventually buys the product.

    Giant players of the retail industry have accepted technology with arms wide open to captivate and secure customers and have made optimum use of technology to optimize their business. Whereas small retailers, most of them belonging to the unorganized sector, are yet to adopt technology to be adept with the changes and technological innovations taking place in the retail market. If the entire unorganized retail trade, which is 80 percent of the entire retail trade, adopts technology, the retail industry will usher in a new era providing a much-needed thrust to the Indian economy. Technology is the knight on the white horse that will ride the retail market towards prosperity and triumph.

    What took the year 2018 by storm is phrase ‘Experiential Retail’. It became the code of the moment; delivered through convenient accessibility, in-store features, customer engagement through ATL and BTL animation or out-of-the-box blends of the physical and digital shopping universe.

    Some other trends that impacted the retail industry in a big way in 2018 are:

    IoT (Internet of Things)

    IoT has big implications for in-store marketing efforts of retailers and brands. Connected devices aren’t just changing the way consumers live, work and play – they’re dramatically reshaping the entire industry. The IoT movement offers retailers opportunities in three critical areas: customer experience, supply chain and new channels-revenue streams.

    Leading retailers across the globe are already investing heavily in IoT. They are beginning to transform their business practices and recognize that, in time, IoT will touch nearly every area of retail operations and customer engagement. In the IoT of today, everything has the potential of coming under the IOT umbrella. From the lighting system in the store, the PoS (Point of Sales) system, to the electric switches and even garbage disposal units…IOT is at the heart of retail transformation. It connects people, machines, items, and services to streamline the flow of information, enable real-time decisions, and heighten consumer experiences.

    While the IoT may still seem like science fiction, it is becoming reality faster than most of us can comprehend. Retailers that hesitate to develop and execute an IoT strategy will open the door for competitors – old and new alike – to swoop in and capture early IOT mind and market share.

    SMAC (Social, Mobile, Analytics & Cloud)

    The relationship between consumers and enterprises has never been as intrigued as in the 21st century. As digital technologies augmented by SMAC are creating new touch points for enterprises to awe their consumers, there has been an evolution in consumer experiences. Social, mobile, analytics and cloud or SMAC are the nexus of forces, which are reshaping how consumers experience a brand.

    SMAC are currently driving business innovation. It creates an ecosystem that allows a business to improve its operations and get closer to the customer with minimal overhead and maximum reach. Digital is now an essential part of the whole shopping experience and the entire business of retail, inside as well as outside the store. You don’t need to leave a physical store to get your digital fix. Instead, retailers are leveraging a wide array of in-store technologies meant to draw consumers in the door. As the impact continues to increase, the way retailers think of digital and invest in it, besides addressing the digital wants and needs of their customers is changing dramatically.

    Big Data

    Today, retailers are constantly finding innovative ways to draw insights from the ever-increasing amount of structured and unstructured information available about their customers’ behaviour.

    Data gathering, and analytics are playing a key role in evolving business models in retail. Usage of data and analytics to better understand consumers in the form of branding, product management, leveraging loyalty card information to tracking customer buying behaviour and making better pricing decisions are the key factors. Collecting and leveraging customer information to provide personalized recommendations is the norm going forward.

    Retailers – large and small – have been reaping the benefits of analysing structured data for years but are only just starting to get to grips with unstructured data. There is undoubtedly still a great deal of untapped potential in social media, customer feedback comments, video footage, recorded telephone conversations and locational GPS data. Great benefits have come to those who put it to best work, and the best solutions have more likely come from innovative thinking and approaches to analytics, rather than those who simply try to collect as much data as possible and then see what it does.

    Omnichannel Retail Adaptation

    Omnichannel is a term that extends and supersedes multi-channel. Multi-channel (or cross-channel) refers to delivering content and considering consumer experience on more than one channel. Omnichannel is about understanding and optimizing for the entire journey across all channels.

    Omnichannel today is a necessity. Brick-and-mortar retailers have been left with no option but to add online channel to their offline operations in a bid to reach as many customers as possible, and quickly. Omnichannel retailing creates benefits for consumers and opportunities for retailers. For consumers, it empowers connected consumers by making it easier for them to access information and compare product details; by increasing choice; and by increasing convenience and the range of options for shopping. For retailers Omnichannel creates opportunities, ranging from potential extension of sales and increasing brand awareness and loyalty.

    A poorly executed Omnichannel or personalization strategy, however, can do more harm than good. Handling one or two channels discretely but satisfying expectations is better than disappointing your consumers when you fail to deliver added value — or worse still, confuse or frustrate — while tackling all channels. Personalization can be even more dangerous because of very real risks that your brand can be given the dreaded creepy label.

    To be successful at delivering a personalized experience in Omnichannel marketplace, adaptive content is a requirement. It is content that is designed for both personalization and delivery across many channels.

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  • Food trends and their impact on consumption

    Food trends and their impact on consumption

    We are a young nation of 1.2 billion consumers. We are more connected to each other and the rest of the world than ever before. We travel within India and outside India more frequently. We are more informed about ourselves, about what we eat, about our environment and also about the impact of our consumption on environment. We see a large number of trends and counter trends that influence us. Some of these are fads that just pass away and some are here to stay. Here are some key trends that will have an impact on the way we consume.

    Food is an experience

    Indians have historically valued pure, freshly cooked home-made meals. The trend of eating out, widely prevalent in the West, has slowly emerged in India over the past few years. Eating out is no longer considered as a means of satiating hunger nor is it limited to the rare occasions. Shopping and casual outings, spending free time and experimentation are, not surprisingly, the new reasons for eating out!

    As per a recent Nielsen report, on average, Indians spend Rs 6,300 per year on eating out with affluent Indians spending approximately twice as much as their middle class counterparts.

    Usage of “Let’s Do…” for food is a true reflection of Food as an Experience. Consumers are frequently experimenting with a variety of cuisines, flavors, and combinations of food that were hitherto either unavailable or unheard of in the Indian market.

    Cross-cultural influences abound in dishes. Some examples of the innovative confluence of flavors are peri peri bhel, Schezwan and chocolate dosas and a wide variety of Frankies. Even the quintessential lassi can be found with a multitude of western influences such as chia seed additions and imported fruit flavors. Tikka and tandoori flavored mayonnaise, Indian versions of Chinese dishes, Chettinad sandwiches and paneer tikka pizzas are instances of Indian flavors seeping into western culinary dishes. The same is reflected in some of the food product launches.

    Variants range from quinoa rawa upma insta mix, smoky tikka mayonnaise & tamarind date chutney to beverages such as jamun kalakhatta, kokum, gol gappe ka pani, aam panna, and jal jeera made specifically as substitutes to fruit- based juice. These immensely popular products reveal the inclination of the Indian consumer towards mixing flavors.

    Health is Imperative

    As a nation, India is performing better on all indices of health such as quality and longevity of life. Indians are living better, longer and have healthier life spans. Thanks to mobile apps and wearable devices, it is possible to constantly monitor the heartbeat, quality of sleep, blood pressure and even the number of steps taken during the day. The entire idea of health has transformed from being curative to becoming preventive in nature.

    Although consumers are time constrained due to hectic work schedules, especially in urban areas, they are looking for avenues to build and maintain a healthy life style. While physical activity forms a core part of this endeavor, Indians are proactively choosing the right food products to meet their diet and health goals.

    Food products in the market range from breakfast cereals such as oats and muesli to vitamin pills. There is a marked rise in the consumption of baked goods, health biscuits, multi-grain flours, green tea and other health drinks. Furthermore, consumers are willingly buying premium products that promise health benefits. Some of the health attributes perceived to be the most important are high protein, high fiber, low cholesterol and low fat.

    Oats-based mango flavored, calcium and fibre-rich ready-to-drink breakfast option and power sprouts, honey dates flavored malt-based food drinks are good illustrations of healthy beverages available on the shelves. Snack packs of sweet and savory yoghurt and snack combos such as the Jalapeno Greek yoghurt with barley puffs are healthy replacements for the “in between meals” snacks that Indians are prone to eating. Packed khichdi mix infuses the health quotient of broccoli, carrots and almonds in the consumer’s diet. Another unique example is the gluten-free alternative to spaghetti made by cutting vegetables into thin noodle shapes or curls.

    Consumption of dietary supplements, especially in relation to adult nutrition, has also boomed. There is an emergence of “immunity boosting” foods as a major category in the market.

    These supplements can induce weight gain or weight loss or nourish the body with vital elements such as calcium, iron, omega 3 and vitamins. Moreover, active adults are consuming copious amounts of whey proteins and energy beverages.

    Consumers are as conscious of the wellness of their children as they are of their own. For instance, consumers are willing to experiment with chocolate-flavored nutritional supplements for children in a bid to ensure holistic growth. Busy parents who rely on prepackaged food or ready-to-eat meals are some of the key purchasers of probiotic drinks meant for children.

    The wide acceptance of health and wellness foods has created a Rs 10,352 crore market with a growth rate of about 10 percent. The sales contribution is the highest in non-metro but urban cities, at 40 percent. This is closely followed by rural areas at 32 percent and urban areas at 28 percent. The category penetration is highest in the south followed by the east.

    Natural & Ayurvedic Way of Life

    We see both these trends- Health and Tradition- coming together in Ayurveda and Natural Foods. The growing belief that natural products are uncontaminated and best is getting firmly ingrained in the minds of Indian consumers as the word “processed” implies a negative connotation of unoriginality. Ingredients recommended by our ancestors such as tulsi, turmeric, neem, lemon, mustard oil, ghee, saffron, amla juice, cold pressed oils of nuts and seeds are all finding their way on to the consumer’s plate. Food items made with these ingredients are not only considered as healthy but also as comfort food since consumers perceive that they have made a special effort to look after themselves. The re-emergence of yoga has only served to boost this trend. Consumers will continue to turn to nature to search for viable but healthy food options. This trend also manifests itself in organic foods though they are still a niche and are hampered by a lack of trust and high premiums. We foresee that the natural and ayurvedic trend will be stronger in the years to come and that multiple entrepreneurs will establish profitable ventures in these categories.

    Increasing Share of Proteins & Dairy

    The biggest trend as a Nation that we see is the shift to Proteins and Fats. For the first time in Indian history, milk has become the biggest agriculture crop at almost INR 5 lakh crore. It’s now bigger than all cereals and pulses put together and is 20% of the agricultural output. This shift towards fats and proteins from the traditional intake of carbohydrates for subsistence is the biggest perceptible proof of prosperity of the people. Though India is 70% non-vegetarian, it apparently has not yet crept into daily dietary preferences. Milk appears to be the most economic and culturally accepted protein source of daily diet in our country. It can also be seen as the reflection of the dietary habits of a younger India. In Modern Trade, we have seen milk and value-added milk products increasing their share and new entrepreneurs and new products coming up. We envision this trend to become stronger in the times to come.

    Startups in Food

    The emergence of modern trade and e-commerce has made it easy to be a single product company and has fostered innovation and entrepreneurship. Launching a new FMCG product is no longer the domain of multinationals or big players with financial and distribution muscle. Small and medium enterprises that were previously deterred by the huge capital investments required for distribution networks while launching new products can now easily develop and bring their products to the market in a cost effective manner.

    This has had a profound effect on the number of launches of innovative products in the market. Quinoa puffs, butter spreads, health and energy bars, pasta kits, packaged ready to cook idli/ dosa batters, raw juices, water based functional beverages, are all excellent examples of new age products built and marketed by small companies being widely accepted by the consumer base.

    In conclusion, the purchasing decisions of consumers are affected by trends to a large extent. As enablers in the consumer’s shopping journey, recognizing and translating these trends into viable business opportunities remains a key concern for manufacturers and retailers today.

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  • Siri House opens in Singapore with new concept

    Siri House opens in Singapore with new concept

    Hybrid showroom, restobar, retail space and gallery Siri House has opened in Dempsey Hill as a taste test for a planned flagship in Thailand.

    The venue combines multiple concepts into a single interconnected area, including mock interiors for Bangkok apartments, display spaces for Thai artists, and discrete retail corners focusing on Thai culture and designer items, with jewellery, apparel, accessories and various collectibles available for purchase.

    The store is currently trading seven labels, ranging from homeware and souvenirs to crafts and ceramics. Most products on sale have a quirky or artistic vibe.

    The venue also houses a 48-seat restaurant with art deco stylings, serving a colourful Asian-influenced menu alongside a selection of wines and cocktails.

    The Siri House flagship is scheduled to open in Bangkok by March.

    View gallery below for images of the store :

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  • How Pizza Hut is mixing technology with pizza

    How Pizza Hut is mixing technology with pizza

    Yum! Restaurants-led Pizza Hut is betting big on technology. The brand is investing technology at each every step from taking orders to delivery of the pizza. Elaborating more on the same, Managing Director, Pizza Hut (India Subcontinent), Yum! Restaurants, Unnat Varma said, “We are using technology in sorting out our kitchens. So kitchens are becoming better in terms of layout, efficiency, optimising labour. Apart from this, we are also using technology to schedule riders to make sure that pizzas reach hot and fresh to the consumers.”

    “To ensure a seemless experience to the customers we have again using technology. We have a new online experience for customers, it is one of the best friction-less experience. From getting customer’s location to ordering the pizza, the entire process has been reduced to a four-step journey,” he added.

    The brand is also not shying away from using drones to deliver the pizzas in the near future.

    “We are closely watching the drone delivery space. However, there is no current successful model. There has to be regulation, approval from the Government that drones can fly in the air space and to understand that how does it work for food as food is very atypical, it cannot loose temperature and it has to be accurate, it has to reach in a certain stipulated time and it has be delivered straight. We will host the space, we are very open, we are transforming ourselves digitally and technologically, if this space helps us unlock some future possibilities, we will definitely go ahead with it,” Varma revealed.

    Enhancing Customer Experience

    To add to the overall consumer experience, the brand has been constantly improving its products.

    According to Varma, “These days the customer experience is always around product and product excellence and there we have been making a continuos effort to make our product more delicious, fresh and hot but in addition to that it is about the entire experience – how fast customer can place the order, how fast cusotmer can locate our store, can we give cusotmers a great value deal, can we understand their requirements, can we customise, can we help them earn and let them use some loyalty points in the future.”

    Expansion Plans

    Pizza Hut India plans to open over 200 more outlets in India by 2022 to expand its retail footprint. Currently, it operates 422 stores in the country.

    “‘Pizza Hut is a very democratic brand, it is used by segments of the consumers in the market, so our attempt is to go to as close to consumer as possible, it could be going after the shoppers in the shopping mall or it could be going close to residential areas, or going to captive locations where we have people working, so we are open to all kind of opportunities that exist. We are even open to open our outlets at airports and railway stations too,” asserted Varma.

    The pizza chain runs a franchise model in the country, where investments for opening new outlets mainly comes from franchise partner.

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  • 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.

  • Samsung Experience Zone now available at HIA

    Samsung Experience Zone now available at HIA

    Qatar Duty Free (QDF) has launched a one-of-a-kind Samsung Experience Zone in Hamad International Airport (HIA). The Experience Zone, which is located at Concourse C, showcases the newest Samsung products for passengers to experience first hand.

    The Samsung Experience Zone, measuring approximately 150 square metres, showcases the latest mobile phones and accessories, such as Samsung Galaxy S9 and S9 Plus, Samsung Note 8, Samsung Gear VR, and much more.

    Head of Qatar Duty Free, Mr. Thabet Musleh, said: “Qatar Duty Free is proud to be the first airport retailer to introduce the Samsung Experience Zone in the Gulf region. QDF understands the power of technology, innovation and creativity now and for the future, in alignment with the Qatar National Vision 2030. It is a privilege to work with our key partner, Samsung Gulf Electronics, to bring the latest technology to HIA, providing our passengers with even more engaging experiences and making HIA a world-class shopping destination in itself.”

     

    The innovative duty free operator is now the second-largest duty free operator in the Middle East and was recently awarded ‘Airport Retailer of the Year’ at the DFNI Global Awards 2018 who recognise and accolade international retailers for being best-in-class.

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  • Cocosnack offers a new diner experience

    Cocosnack offers a new diner experience

    Cocosnack, in the centre of Hue city, claims to be the first American diner in Vietnam offering both local and international food.

    As the photos show, the venue features an unforgettable pink colour palette with strong 1950s-influenced theming. The shocking pink is offset by a black-and-white chequered floor.

    As well as burgers featuring Australian beef, the new outlet offers freshly made Vietnamese specialities.

    Using imported flour, the diner’s French chef can also produce French country-style bread, kebabs, pasta and pizza, as well as snacks.

    It is easy to recognise the diner with its stylised Citroen car by the entrance.

  • GSK Shopper Science Lab opens in Singapore

    GSK Shopper Science Lab opens in Singapore

    A new GSK Shopper Science Lab opened in Singapore will help drive business growth across Asia-Pacific, the company says.

    GlaxoSmithKline (GSK) Consumer Healthcare describes the research centre as a “cutting edge facility” which will deliver unique shopper insights and collaborations with retailers.

    “The Shopper Science Lab is a world-class shopper insight facility, equipped with state-of-the-art digital technology. With virtual reality, eye-tracking, facial biometrics, and data visualisation as some of the tools employed in-house, GSK will invite its trade partners, internal business teams and researchers to use the Lab to recreate retail environments; evaluate shoppers’ responses to online and in-store initiatives; and identify winning strategies and initiatives to enhance the shopping experience,” the company said in a statement.

    “As more shoppers join the global middle class, there is an increased demand for trusted, global brands particularly in the emerging markets. The GSK Shopper Science Lab has close proximity to large emerging markets like India and China, enabling GSK and its retail partners to study diverse emerging shoppers closely, with local data collected on the ground.”

    The GSK Shopper Science Lab consists of three labs integrated seamlessly:

    • A 1215 sqft Retail Lab, an immersive retail environment that allows the re-creation of modern and traditional retail environments such as a pharmacy or supermarket, allowing GSK and its partners to quickly test and evaluate shopper responses.
    • A Digital Lab which is a collaborative space which has the ability to test stimuli such as pack designs, point-of-sale materials, brand assets, TVCs, or content across all platforms.
    • A Collaboration Room, which provides a space to convene key decision makers, enabling them to embark on virtual and fully interactive simulations that include relevant data for faster and more informed decision making.

    “Traditional market research is often time-consuming and expensive,” explained Sidharth Singh, VP of commercial excellence, GSK Consumer Healthcare Asia, Middle East and Africa. “By leveraging the latest advances in virtual reality and biometric technology, we are now able to gather insights more efficiently and effectively.”

    An example of such technology is eye-tracking glasses which can be transported to various cities to provide researchers with an indication of how shoppers shop locally. Technology such as virtual reality, tracking sensors and software that can decode the hotspots, can help analyse this highly localised data to understand shopper behaviour in diverse markets.

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  • 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.

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  • Samsung targets Millennials with Galaxy S8-enabled experience zones

    Samsung targets Millennials with Galaxy S8-enabled experience zones

    Samsung has created four unique experience zones across 11 partner retail locations in Singapore as part of its Galaxy S8 nationwide launch. Titled “Galaxy Plus”, the campaign was conceptualised and produced by Cheil Worldwide, and will run for three months until the end of August.

    In a statement, Samsung’s spokesperson said the company will primarily be using print, out-of-home and social channels to promote the Galaxy S8, in addition to “Galaxy Plus”. The campaign’s objective is to show how the Galaxy S8 and its ecosystem allows Millennials to explore experiences that was previously not possible.

    Each “Galaxy Plus” zone is specially designed and created to showcase the characteristics and benefits of a particular Galaxy S8 feature or companion product.

    1. #throwback360 – The nation’s first 360° photo booth, designed to recreate nostalgic memories of growing up in Singapore with the Gear 360 (2017) camera.

    2. VRcade – A VR gaming area featuring the new Gear VR with Controller, where shoppers immerse themselves in Singapore’s first nationwide VR game tournament.

    3. DeXspace – A multi-media zone that brings to life the DeX Station: a dock that allows the Galaxy S8 to connect to a bigger screen so it can be used just like a desktop.

    4. Samsung Pay – A zone that is a cross between a Lego play area and an old-school game arcade. It lets shoppers experience the secure way to pay with Samsung Pay, and earn virtual tokens for a chance to win their very own Lego figurine from a classic claw machine.

    The four zones also feature prominent social media influencers – Andrea Chong (#throwback360), Jessica Tham (DeXspace) and Eden Ang (VRcade) – who will host monthly activities for families with prizes to be won.

    “‘Galaxy Plus’ was borne out of a desire to let millennials experience the Galaxy S8 product ecosystem for themselves in the most relevant ways,” said Eugene Goh, VP, Mobile & IT,Samsung Singapore. “So they see firsthand just how the S8 truly unboxes the passions they care about, in an in-store idea that goes far beyond traditional advertising.”

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  • Samsung Experience Store Large unveiled at The Gardens Mall

    Samsung Experience Store Large unveiled at The Gardens Mall

    Samsung Malaysia Electronics relaunched one of its most prominent Samsung Experience Store Large (SESLs) in Malaysia at The Gardens Mall here.

    Being only one of a handful of SESL establishments in the country with vast retail area that integrates merchandising, experiential zones and customer services, the grand reopening marked the establishment’s first major revamp since its inception in 2013.

    Samsung Malaysia Electronics said the SESL, operated by Welfon Telecommunication Sdn Bhd, is designed to be a one-stop retail solution, offering the full range of smartphones, tablets, wearables, ecosystem and genuine accessories.

    The company’s Head of Mobile Business, Hosea Heen, said the new flagship store concept is a reflection of the Samsung philosophy to provide the best costumer experience.

    “With this new SESL located at one of the prime shopping locations in the Klang Valley, we look forward to encouraging an open and welcoming (environment) that goes beyond just brick-and-mortar, and resonate with consumers from all walks of life,” he said.

    The SESL also provides the Samsung Smart Service, allowing customers to obtain after-sales care at the service centre, including full hardware repair, software upgrades, device consultation and advice.

    From June 9 to 27, in conjunction with the SESL’s grand opening, customers who spend over RM1,000 will receive a complimentary Mono Bluetooth Headset; while visitors who register their first payment via card will be entitled to a free Samsung Wireless Charger Stand worth RM279.

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  • Indonesian mall integrates tech in the shopping experience

    Indonesian mall integrates tech in the shopping experience

    Supermal Karawaci, one of the largest mall entertainment center in Western Jakarta, has launched an interactive mobile application that would allow retailers to offer personalized content and engage with customers better.

    The 125,000-square-meter retail destination in Banten Province, West of Jakarta has over 1,000 retail stores and outlets, three cinemas and the largest Timezone arcade in Southeast Asia.

    The app, which was built on the shopper engagement platform of Singaporean technology firm Sprooki, is integrated with Supermal Karawaci’s touchpoints and mobile apps. Using location and contextual data, retailers would be able to offer individualized content such as vouchers, special offers, event alerts and store information.

    The system allows social sign-in and content sharing on platforms, including Facebook, which has more than 76 million users in Indonesia as of end 2016 and projected to grow to 86.4 million by end of 2017, according to eMarketer. The service will also be available in both English and Bahasa.

    Pipih Tjandra, Supermal Karawaci Marketing and Leasing General Manager, said the Sprooki platform would help keep the shopping hub at the cutting edge of technology, which customers had come to expect.

    “Supermal Karawaci works every day to be in tune with what today’s consumers want and expect through innovative marketing strategies. By implementing the Sprooki platform, our mall will be one of the first shopping precincts in Indonesia to incorporate a data-driven mobile platform to improve shopper experience, helping our tenants to increase in-store traffic and sales,” he said in a news release.

    Pablo Amante, Sprooki’s Head of Marketing, said in an email interview that the Indonesian market is ready to start adopting location-based and engagement technologies to help retailers and business to engage their shoppers, making the Indonesian retail industry much more competitive.

    The latest report from eMarketer shows that the number of smartphone users in Indonesia will rise from 55 million in 2015 to 92 million in 2019 and would be the third largest smartphone market in the Asia-Pacific.

    According to Lee Kang, the Vice Chairman of the Indonesian Cellular Phone Association (APSI), number of smartphone users in Indonesia has been growing between 30 and 50 percent each year and this growth momentum will remain intact due to the availability of affordable 4G smartphones on the Indonesian market and further development of Indonesia’s 4G network.

    “Based on these figures, retailers, shopping malls, and all companies focused on engaging their customers through mobile will see in our software a powerful tool to optimize their sales and marketing strategies, based on real data about their customers’ behavior,” Amante said.

    Cloud-based platform

    The Sprooki software is a cloud-based platform that analyzes physical and digital shopper behavior detected inside and outside stores. The platform is an analytics and contextual engine that algorithmically analyzes digital and physical data and predicts what shoppers are most likely to respond to, offering shoppers most relevant products at the best moments and locations.

    “Mall’s retailers benefit most from Sprooki platform, which gives them the possibility of engaging mobile shoppers in context and personalized ways; driving footfall to their stores; rewarding their top customers; making data and insights actionable through integrated reporting and predictive recommendations, and all these by using only one platform, saving time and efforts, so retailers and malls can focus on their marketing and sales strategies,” Amante explained.

    The software can be integrated either in mobile apps or websites. In these environments, consumers are always able to opt out or not sign in. The challenge, however, is to provide highly targeted and relevant content in a way that shoppers appreciate the added value of having access to these offers, campaigns or rewards.

    “When our customers provide to its shoppers with contextual and personalized offers, general response by consumers is very positive, as the shopping experience is different for each one and it’s relevant according to their likes and what they are looking for,” Amante added.

    While this is the first implementation of Sprooki technology in Indonesia, its customers are already spread across Southeast Asia.

    Amante said some of its customers include the 313@somerset iconic mall at Orchard Road in Singapore where the company implemented Sprooki Campaigns module, which allows shoppers to access to exclusive offers and coupons through vouchers. At Far East Organization /Shop Far East Asia (Singapore), it has also implemented Sprooki Rewards, a module that allows the mall to offer a card-less loyalty program to its shoppers.  In Vietnam, the technology allows location-based features and beacon technology to work both outside and inside the Crescent Mall to collect strategic data, providing a unique experience to shoppers.

    At this stage, Supermal Karawaci shoppers are exploring this new way of access to exclusive offers, and the response has been more than positive, with a high rate of voucher downloads since its launch last December 15.

    “Sprooki is delighted to enable Supermal Karawaci with the most advanced technology for engaging with customers and understanding their behavior. Our mobile platform will give the precinct’s retail tenants an effective way to drive frequency of visits and increase sales conversions,” said Sprooki CEO and Co-founder Michael Gethen in a media statement during the launch.

    Retail challenges ahead

    Sprooki is confident that location-based, data-driven mobile services are the present and the future for the retail industry.

    “After the struggles that retailers have suffered in the last years due to the e-commerce and online shops, the game is again on for big retailers and shopping malls that want to bring shoppers back to the physical stores. And the only way to make this happen is by providing a new shopping experience, based on offering what the digital world already offers (personalization, analytics, related purchases, recommendations, rewards, etc.),” Amante said.

    Shoppers nowadays also expect more from their brands in terms of product offerings, customer services, efficiency, and engagement. That is the reason why features such as ‘click and collect’, digital voucher redemption, scan receipts, faster and easier payment methods are raising, in order to meet consumers’ expectations.

    Taking a look at the region and the challenges that retailers are facing in Southeast Asia, Sprooki sees a lot of opportunities.

    “Retailers nowadays have a big gap in terms of what they know about their shoppers, and how they behave in their shopping journey. Even the most advanced retailers that work already with big data haven’t found an effective and sustainable way to manage all these data without the need of investing a lot of money and time,” Amante said.

    Sprooki today is currently based in Singapore, and has offices in Hong Kong and Australia, with local contacts in Indonesia, Malaysia, Philippines, and Vietnam.

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