Tuesday, August 12, 2014

#retail: Connected Apps to Help Online Grocery Business: Hiku by Auchan

Auchan, through its Chronodrive banner, has revolutionized to me the online grocery business by creating the drive thru supermarket. In France this new retail channel has sprung up, and will count for 6 billion euros at the end of 2014.

The main goal now of these companies is to grow the penetration rate (15% of the French population has used a drive thru at least once this year), but also to generate more uses. 

Auchan is hence testing a connected object, named Hiku, to generate more usage of its drives. It is tested on 100 of its top users, since the beginning of July. The object has been designed in order to manage the shopping list of the whole familly, either by scanning bar codes, or by voice orders. Hiku obviously creates a real added value to the users, and has a real marketing purpose: to ease the order process.

I believe that Hiku is going to become a real tool that will change the way we grocery shop.

Monday, August 11, 2014

What Is Wrong With #India for the #retailers? #Carrefour leaving the county

India represents one of the highest growth potential for retailers in the world, and so for the longest time. Its 1.2 billion people population and its rising economy represents for sure a high potential. Especially while Brazil and China has already been colonized for the longest times by global retailers such as Carrefour, Casino, or Walmart. 

But the expansion in China and Brazil has been achieved while ago, and both legislation and poor transportation infrastructure has made it nearly impossible for retailers to grow. After two tries, Group Carrefour, the largest retailer in the world outside its local market, has decided to abandon its activities

Here is why:
The Indian government opened up the country's $500 billion retail sector to foreign supermarket operators in 2012, but mandatory local sourcing requirements and a decision to let individual Indian states decide whether to allow global chains have deterred new entrants.
Only British supermarket operator Tesco Plc has so far announced plans to set up stores in India.
The new Indian government under Prime Minister Narendra Modi, elected in May, has also opposed foreign investment in the supermarket sector, fearing it will hurt small shopkeepers.
"The barriers were laid down by the previous government and the new government only made it worse by opposing the policy," said Devangshu Dutta, chief executive of retail consultancy Third Eyesight.
"So companies who do not want to lose money in the market have been left with very little choice but to either hold back or fold up," he said.
The world's largest retailer Wal-Mart Stores Inc last year called off its Indian partnership and shelved a plan to open retail stores. The company is now focusing on opening wholesale stores in the country and recently launched an e-commerce venture in India.
But I believe India really need retailer in order to boost its demand and its economy. Hence, retailers will allow the country to grow its purchasing power, and its ability to afford a better lifestyle, which could boost the sales of other international suppliers such as P&G, Nestlé, or Mondelez. 
Obviously, India wants to keep control over this important market in order to allow an Indian retailer to keep a competitive place prior to the arrival of retail tycoons. The only issue is that these delays really impact the economy of India, which growths is lowering faster than its Chinese and Brazilian competitors. I don't believe anyway that a local operator may be able to grow enough to assure a high retailing service in such a large country. The expertise of international leaders is required to do so.
The time to market has not arrived yet, and some companies are still looming on the market. But for how long?

Sunday, August 10, 2014

When Will We Have Quality Smartphone With Keyboard back?

I have posted several posts about this topic, and my struggle to find a good smartphone now that my last Blackberry bold has fallen apart. 
I own now a Samsung Android Galaxy Ace Smartphone. I was actually quite happy at some point to leave Blackberry, because over the years, I must admit the lack of applications has been a real bargain. I now have access to a lot of cool applications which really help, no questions. I also like the size of the screen, which allows to consult the web and videos very easilly.

But as you may know, I consider a smartphone as a business tool, in order to get organized, but also to "create". By creating, I mean editing text, writting reports or blog posts on the go. Something that I find nearly impossible to make with a tactile screen, wether it is a Samsung's or an Apple's. 

Don't get me wrong, I believe the whole tactile screen idea is genious. Indeed, it allowed to a massive number of people to access the Internet and all its components in mobile activities. It has really and deeply change the world. 

But I still believe there must be a lot of people like I am that would like to have a great keyboard smartphone where they can access applications and all the necessary I was discussing (schedule and task organization software).

Now Blackberry is leaving the smartphone market to focus on network security for businesses. I believe that there must be a place for a premium market to deliver high quality smartphones for executives like I.

Does Anyone know one of those smartphones?

Wednesday, August 06, 2014

Demetir, une solution pour améliorer l'expérience client au téléphone

Je voulais faire un peu de publicité pour un service que je trouve très intéressant, qui m'a été présenté par Benoît Bouffard de la société Demetir.

Ils ont développé en effet un système très intéressant pour gérer la partie "qualification" d'un appel consommateur entrant. Ainsi, au lieu d'entrer dans une fastueuse étape où il faut renseigner tout un tas d'information avant d'avoir un opérateur, cette opération ce fait en amont de l'appel, ce qui permet d'améliorer sensiblement l'expérience consommateur, tout en gardant exactement le même type d'informations.

De même, le système permet de faire du feedback management, en mettant directement à la fin de l'appel un questionnaire en place pour voir la satisfaction de l'appel.

Je pense que le système est ingénieux, et permet de sensiblement améliorer la relation client.

Qu'en pensez-vous?

Monday, August 04, 2014

Should Marketers Trust Their Gut or Data?

I favorited not so long ago a  tweet of RetailWire with this headline. And indeed the question is really good. For the longest time, with the rise of the information technologies, marketers have considered customer data as the Saint Graal of marketing. CRM tools have also thrived on this idea. Information and the new technologies allowing to analyze them provided the certainty to propose the best proposal to customers, and then secure sales growth.

But then, Steve Jobs raised as the marketing guru of its generation. Steve Jobs considered that he should not listened to customers demand for two main reasons:
  • Customers don't really know what they want
  • How could you propose something that stands out of the competition if you base your products on the same info than the other companies own?
And hence, Steve Jobs proposed products that were not expected or asked by customers. And it blowed their mind.

Now, you don't create the Ipad or the Iphone every year. And probably there are those two approaches in marketing:
  • One based on gut, on the ability to think out of the box
  • One based on customer data, in order to respond to the everyday demand.
I believe that Gut and Data are as important. It just depends on the situation. 

Now new technologies, especially neuromarketing, which allows to better understand customers' behaviors, may give better insights and data to make decisions for marketers.

What do you think about it?