Cisco Blogs


Cisco Blog > Retail

Why Your In-Store Web, Mobile, and Video Experiences Matter

The lines between offline and online experiences are blurring. Customers no longer go online, they are online 24/7, and that includes inside your stores. In fact according to recent Google research, 89% of smartphone users leverage their smartphones while shopping in stores. And close to 70% of those used it to look at the retailer’s site and 21% look at apps.

Furthermore, according to Laura Wade-Gery, executive director of Multi-channel eCommerce for Marks & Spencer, “Shoppers who shop on our website as well as in our stores spend four times as much; throw smartphones into the mix and they spend eight times as much.” Enabling web, mobile, and video experiences in the store represents a huge opportunity – whether it is interactive, connected digital signage; Wi-Fi; employee-focused endless aisle apps; and so on.

Yet the majority of our customers face the reality that digital innovation is overwhelming their enterprise network. Everything from web apps, HD video, software updates, mobile apps, and even digital signage are traversing the network eating up valuable bandwidth. In addition, most retailers subscribe to doing more with less – particularly when it comes to IT – so upgrading enterprise network bandwidth across every store every few years is often just not viable, both from a budget and agility perspective. That is not to mention that a lot of Cisco customers can’t upgrade their bandwidth due to store location even if they wanted to.

image01

But bandwidth constrained enterprise networks are only one side of the story. Latency is the other, whether caused by distance or amplified by enterprise network architectures such as backhauling Internet traffic over the WAN through the datacenter and out to the Internet. Currently, the vast majority of retailers use this network topology for store Internet access.

image11

And as we all know, high latency is particularly detrimental to web application performance.

image05

Just look at the difference in latency and bandwidth between in-store and residential Wi-Fi. In fact, latency for in-store Wi-Fi is higher than latency for LTE.

image00

The bottom line is that congested, high-latency, low bandwidth enterprise networks result in slow HTTP applications, video, and software updates.

image04

And we all know that video or apps that are slow or not working properly are bad for business. There has been plenty of research highlighting the fact that as web apps get slower, conversion rates decrease, abandonment rates increase, and employee productivity plummets.

image09

In other words, slow apps – whether inside or outside the store – equals unhappy customers and unproductive employees. The answer to this problem? Retailers need to focus on accelerating HTTP/S applications, video and software updates while maximizing enterprise network bandwidth to ensure fast, high-quality experiences to all of your end users.

To learn more, be sure to register to join us on June 16 for a free one-hour webcast.

Tags: , , , , , , , , ,

Analytics Opens a Window into Each Shopper’s Journey

The key to retail today is customer understanding —where each customer stands on his or her personal shopping journey, whether in-store or out. Retailers must “know” each shopper as never before. And they must offer the kinds of contextual, personally relevant experiences that will optimize their merchandise mix, create faster inventory turns, and drive greater customer engagement.

Yet, as a recent Cisco study revealed, offline retailers – or retailers that combine on and offline capabilities – have their own unique advantages – if they step up to the opportunities of the Internet of Everything (IoE) economy. By blending the benefits of the physical store — such as the ability to touch, compare, and try on products — with the benefits of the virtual world, retailers can create a new value proposition that can’t be matched by their online-only competitors. In the process, they not only drive their own industry’s disruption but challenge for market leadership.

Learn more by reading Mala Anand’s blog here.

Tags: , , , , , ,

A Retail Revolution: The Digital Generation Is Changing the Way We Work, Live, Play, Learn, and Shop

Retailers once had a pretty clear idea of who shopped where and how they did it. After all, there were not that many options available for shoppers. Consumers would see an ad or peruse a catalog, and then visit the physical store with the hope that their preferred item was in stock.

These days, retailers understand there is an entirely new kind of shopper. Indeed, since the advent of e-commerce, retail complexity has increased exponentially, and today’s digital consumer navigates a wide range of channels and potential shopping journeys.

As a recent Cisco survey of retail trends discovered, e-commerce has added about 40 possible shopping options for a typical shopper. With the rise of the Internet of Everything (IoE) — the explosion in networked connections of people process, data, and things — potential shopping journeys will expand to 800 and beyond. Some of the new options coming into play could include mobile devices equipped for live Web engagements, checkout optimization, mobile payments, wearables, augmented reality, and drone delivery.

The variety of journeys available to shoppers is growing exponentially.

IoE_Retail_Journey_3-2 copy
Source: Cisco Consulting Services, 2015

This sweeping digital transformation has dramatically altered the shopping behaviors of consumers, who now demand experiences that are contextual and hyper-relevant (enabling consumers to receive what they want, when and how they want it), whether in-store or out. As a result, retailers are reinventing their business models and rethinking much of what they once knew, including traditional customer segmentation.

Leslie_Hand
Video: IoE in Retail: Hyper-Relevance through Consumer Context

Increasingly, we are entering a period that has been referred to as “post-demographic consumerism” in which consumption patterns are no longer defined by traditional demographic segments such as age, gender, location, income, family status, and the like. This presents a significant challenge to retailers already grappling with growing complexity in their operations.

For example, Cisco’s research reveals that Gen Y is far from monolithic. On one hand, Gen Y continues to accelerate the shift to online channels (faster than any other group): although 34 percent make more than half of all purchases online as they seek convenience and greater access to information, 54 percent would shop only in stores for the next month if they had to make a choice. Moreover, just as the physical store remains important to Gen Y, many seniors are shopping online or with mobile devices.

In short, consumer segments are increasingly fragmented and ephemeral. The sheer number of potential shopping journeys is growing exponentially, and the change is occurring faster than ever before. For an individual shopper, however, the journeys are also dynamic. Consumers are constantly shifting to other journeys as new innovations emerge —
and faster than retailers can respond. Compounding this, the velocity of innovation is increasing as IoE dissolves traditional barriers (for example, through the low cost of app creation, the Kickstarter-style funding model, and so forth).

Since every retailer is unique, and there is enormous variation across categories, each retailer must define its own target segments, and then be prepared for the rapid evolution of new “microsegments.” Cisco is working with retailers to define target segments and prepare for the evolution of new ones.

To enable the customer outcomes that will determine the winners of the IoE era, most retailers understand that they need to know their customers as never before and, critically, possess the requisite business agility to adapt. Fortunately, IoE and consumer analytics technology provide the platform to truly understand, engage and respond to their customer.

Analytics is a key competitive frontier in the IoE era, enabling retailers to provide consumer experiences, offers, and interactions that are contextual, relevant, and timely. Moreover, analytics empowers the retailer to respond dynamically to constantly changing customer behavior.

To succeed in this area, retailers need a technology strategy that captures data at the “edge” of the network — from mobile devices, sensors, video cameras, and the like — and analyzes it locally, in real time, to respond to fast-moving opportunities. By leveraging analytics and other key elements of IoE such as video and mobility, retailers can drive greater efficiency in each customer journey, offer real-time savings, and create a more relevant customer engagement.

As shopper segmentation blurs, analytics is critical to understanding the new digital customer. Old or young, rich or poor, all customers have value and want to interact with retailers in new, hyper-relevant ways. IoE-driven solutions are the way to do it.

Tags: , , , , , , , , , , , , , , , , ,

Joe Bradley on the Hyper-Relevant Retailer: From Dark Assets to Dynamic Processes

One customer can be multiple shoppers, and retailers need real-time insight into every shopping journey. Be sure to take a look at Cisco VP Joseph Bradley’s new blog as he shares three retail Internet of Everything attributes that deliver hyper-relevance and build a dynamic infrastructure: http://cs.co/9003xAm3

New Study Tells Retailers: Win Consumers’ Trust to Deliver the Experiences They Want

Be sure to check out Blair Christie’s new blog on winning consumer trust! She discusses how a new Cisco study shows that shoppers are looking for efficiency, engagement, and savings from the store. For example:

  • 77 percent of respondents said they would be “somewhat” or “very likely” to use a solution to optimize the checkout process.
  • 79 percent indicated a willingness to take advantage of in-store offers provided via digital signage
  • 73 percent said they’d like to receive special offers through augmented-reality solutions
  • 57 percent indicated a desire to learn more about products in the store by using augmented-reality capabilities

Learn more about this exciting study!