Tag Archives: ecommerce

“Virtual” Toy Store

We continue to see retailers creating experiences outside the 4 walls of the store using QR codes to reach customers, enable engagement and make shopping easy. Read more here.

See my last year’s entry on the topic.

Guess Self-Service iPad in Aisle

Guess puts iPads in stores to enhance shopping
Lifestyle apparel brand Guess is arming stores with iPads to enhance the overall shopping experience and generate additional sales. The iPads are mounted on rolling stands that serve as self-service kiosks to Guess’ online resources for a wider product selection. Store associates can also roll the self-service kiosks into dressing rooms to visually display options and accessories to shoppers. Within the store, the application allows shoppers and store associates to browse various styles via the LookBook functionality and to select products for either immediate purchase or order online if the product is not available in the store. After hours, the iPad is set up to deliver training videos to store associates and managers. Guess has also deployed the iPad solution to it outside store activity including some events, including the recent Jingle Ball at the Staples Center in Los Angeles, and on a 6-week road show in Asia. Guess currently has iPads use in a dozen stores in the United States with plans to roll them out to additional locations this year.

See my prior post 5 Examples of Mobile Apps for Employees.

Why Borders went Bankrupt…

Not delivering a great customer experience will probably mean that you will not succeed in the long run. However, delivering a great customer experience is not enough to keep you in business.

Borders Books was #1 on Forrester’s list of online book sellers but better than that Borders was rated by Forrester as having the best customer experience in any industry – right before it went bankrupt.

Why? It didn’t have anything to do with merits of a great customer experience. One of the issues was they didn’t stay on top of the evolving needs of their customer’s as they shifted their behavior to digital consumption. They didn’t grasp the significance of the internet as a way to deliver their product, not just sell it. They continued to execute on their value proposition of having the largest selection of inventory but they failed to shift to deliver it through the channel preferred by the customer. They failed to keep an eye on their customer’s evolving needs and continued to work on perfecting a dying model.

They aren’t the first to miss a major transition point. Sears sold its catalog business in 1993, Jeff Bezos founded Amazon in 1994. They had the perfect delivery system to be able to take over the eCommerce space. Read more here “Why Borders Failed While Barnes & Noble Survived

Kohl’s Kiosk Shows Positive Results!

"Online" Kiosk Enables Access to all Inventory

This is a great proof point that consumers want more than a multi-channel experience. They want anywhere, anytime purchasing power.

At Kohls a portion of the digital bonanza is coming from a somewhat unlikely location: within Kohl’s brick-and-mortar stores. Kiosks installed chainwide in 2010 accounted for $30 million in sales during the 2010 fall season, according to CFO Wesley McDonald.

Read the full story.

Google’s Boutiques.com Delivers a Curated Experience

Screen Shot of my personal page on Boutiques.com

Google’s ecommerce fashion site features curated boutiques by tastemakers and bloggers. The goal of the site is how to engineer the shopping experience for taste. We buy a camera based on the specs but how we decided what to wear requires assistance and is driven by the occasion and our personal style.

Google’s site helps you to understand what the tastemakers feel will be hot as well as what might be right for you. You can follow celebrity stylists and create your own personalized boutique — others can follow you. This idea is based on a Street Style culture – that girls walking down the street can be stylish. It has an excellent mix of curation (by experts and enthusiasts), social shopping and personal recommendations.

I set up my profile and was impressed with visual nature of the experience which enabled me to select the cut, colors and styles I prefer. I thought the recommendations were very in line with my style and taste. I am loving the emails I receive on sales items from my favorite designers.

See this report for more information.

Amazon Opens Pampers Store on Facebook.

The Pampers Webstore on Facebook is owned and operated by Amazon.com. It means consumers don’t need to leave Facebook to buy Pampers products. Consumers use their existing Amazon account during checkout to order the products, although they are still on the Pampers page.

– Selling through Facebook drives people to “like” the brand and increases the value of the earned media advertisers get from dollars spent.
– Getting a Facebook member to “like” or “fan” the page allows the brand to send the consumer messages. One of the easiest ways is through Facebook paid advertising.

Check out this article for more information.

Ebay Group Gifts Service

Ebay has launched a solution that makes it easy to contribute (and therefore collect) the money toward a purchase of a group gift. This online group gift-buying service is call GroupGifts. Consumers go to groupgifts.eBay.com, choose a gift and invite friends and family via Facebook or email. If you don’t get enough contributions you can either request more money or choose a less expensive gift. Here is a video of the service and a USA Today article with more information.

Walmart CrowdSaver

Walmart has created a digital daily deal service similar to Groupon called CrowdSaver. The difference is that CrowdSaver is an app that will be run through Walmart’s Facebook page (where Groupon has a separate site and daily deal for each city). If the Walmart daily offer gets the required amount of “likes” by customers, everyone (not just those who “liked” it) get to enjoy the deal when they check back later in the week.

Walmart is hoping their customer base will embrace the idea that if they see a deal they like they will rally their friends on Facebook to “like” the deal so that Walmart follows through with the offer. Read this Brandweek article for more information.