A long-standing hypothesis around here is that we’ve entered a new age of internet-shaped shopper expectations.
The thinking is that, in this age of Google, Amazon, and ubiquitous connectivity, an increasing number of Western shoppers now expect the entire world to work like an iPad 3 hooked to a steroidal data pipe.
Where, with a flick of the finger, anything and everything can be found. In multiple choice. Where comparative price and product data is there for all to see. Where transparency is equated with authenticity, and authenticity with trust.
And where everything moves ahead at blink-of-an-eye speed.
Evidence of the latter was found this past week on the front page of the New York Times.
Steve Lohr (“For Impatient Web Users, an Eye Blink Is Just Too Long to Wait”) reported that Google researchers found that a delay of four hundred milliseconds or more between key stroke and computer response – that’s four-tenths of a second, literally the blink of an eye – will cause people to search less.
According to a computer scientist at Microsoft, a response time of 250 milliseconds is now the magic number “for a competitive advantage” on the web.
Truth be told, our impatient society will wait more than a few blinks for a big video file to download. But Google research shows that four of five online users will click away if a video stalls while loading.
In this day and age, it’s lack of speed that kills.
Worth remembering as one designs the next web experience.
Worth remembering as one designs the next store experience.
Ladies and gentlemen, start your engines.
p.s. I will be speaking at the Catch Em and Keep Em Webcast on Thursday March 8th, 2012 about our research released at NRF 2012 back January. We will talk about what in our research show how retailers can catch and keep the channel hopping consumers. You can register to watch the event here.
Tags: electronic commerce, future of retailing, future store, Jon Stine, multi-channel retailing, omni-channel, shopping experience
The conference call buzz of past weeks confirms that one of the retail tech topics du jour is the quest for a “mobility strategy.”
Requests from good retailers. Meetings with smart folks hard at work identifying use models and value-creation plays for both associates and consumers.
No question that it’s important.
But every retailer should be asking how important – especially consumer mobility. Especially in today’s world of cross-channel shopping.
Let’s look at the numbers.
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Tags: Catch ‘Em and Keep ‘Em, Cisco, cross-channel shopping, interactive shopping screens, Jon Stine, mobile shopping, mobility in retail, multi-channel retailing, retail, retailing, Smartphones, tablets in shopping
I was at a technology conference in London late last year, and the topic was mobility – and, inevitably, BYOD: bring your own device.
The mobility evangelists (and they dominated the four-person panel) waxed poetic as to all the fabulous things that iPhone- and Android-armed employees could bring to the business. Rich content! Social networking! Collaboration! Meeting each other for lunch!
Then a grouchy American analyst walked to the podium, and growled two words: “Data Security.”
And silence fell like a thick blanket over the room.
BYOD is one of technology’s topics du jour, an issue that will create a few tons of PowerPoint and a fresh revenue line for consulting firms in the next 18-24 months.
Cynicism aside, it’s a very important issue – and not just for ICT shops. And, it’s an issue that will be easily misunderstood.
Yes, BYOD is about data security. Yes, there’s a need for hard and high corporate security walls. Clearly-stated rules. And devout attention to PCI.
But beyond that, let’s pause and reflect.
BYOD is not about the devices. The devices will continue to evolve at Moore’s Law speed, and the stuff the kids are bringing into the office today will be obsolete by the time your new policies reach the governance committee.
Truth be told, BYOD is about the big tech-driven generational change in expectations and behavior. It’s about the new normal of life with the Internet. Life in the Internet.
It’s about Millennials who use technology like I use a knife and fork. It’s about a tsunami wave flooding every phase of business life – from the headquarters office to the distribution center to the store.
And this tsunami will not just touch devices. It will drive change in the cloud content that employees will use. It will drive change in their willingness to sit in cubes (versus do the work at home or at Starbucks or wherever there’s a fast wireless pipe). It will drive change in their expectations for interaction and participation, for education and training.
It will even touch the glowing third rail of data security. (As this is the generation of Wiki-Leaks and unbridled transparency on Facebook.)
Let me know what you think.
Tags: bring your own device, byod, Cisco, data security, Jon Stine, mobile technology, retail, retailing, technology trends