04 Feb

Innovation, start-ups, and solving daily life problems

Looking at Google, news about innovation is a daily matter. Almost everybody is talking about innovation. Especially tech start-ups. But what if we look a bit further?

I remember a debate about innovation and taking risks, and looked for it in my Twitter feed. See: Innovation or stagnation (Oxford Union Debate) and Technological stagnation and advanced countries. Talking about Apple, for instance, was the iPad an innovation, and what about the Apple Watch? An interesting discussion.

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06 Jan

The top 8 eCommerce challenges of 2016

2015 has been a successful year for eCommerce. But its full potential remained untapped with only 12% of EU retailers selling online to consumers in other EU countries, and 37% within their own country.

Similarly, only 15% of consumers purchase online from another EU country, while 44% do so from their own country. An explosive growth is predicted in 2016 and the value of eCommerce is expected to double in the upcoming years.

“Mobile” is becoming the consumer’s preferred way of shopping and mCommerce is set to take centre stage in 2016 with a growth twice as fast as eCommerce. Optimisation of the mobile platform, therefore, is of the highest priority for retailers and suppliers. A survey shows that 69% of them admit that they are busy making their apps and websites (more) responsive and more intuitive for users, customers.

Since 2010 we are talking about the Age of the Connected Customer. Europe has more than 33 million e-shoppers. The technological possibilities for a brand, retailer or e-tailer to connect with customers are enormous. But all services are being criticised. Customers expect truly personalised experiences, and a lot more. So what are the eCommerce challenges of 2016?

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21 Jan

A great customer experience at every touchpoint

Nowadays banks are closing branches, retailers are going digital, and meals can be ordered through apps. One would almost forget that there are still touchpoints outside the digital world. And all those contact moments with customers have impact on the overall customer experience.

Michael Henshaw and Bruce Kasanoff wrote in their book, Smart Customers, Stupid Companies, about the importance of customer experience. Besides the digital experience, they mention the static experience and human experience. All should meet the expectations of your customers, and should be in line with each other. Your customers often cross multiple channels in one transaction, in the pursuit of one single goal. Their journeys aren’t linear, nor logical. They are intuitive, context driven, and omni-channel. So if you haven’t mapped those journeys yet, you need to start now!

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22 Dec

Wie is in de lead? (in Dutch)

Afgelopen week sprak ik met een directeur van een internationale supermarktketen. Hij is betrokken bij nieuwe shopconcepten. Ik vroeg hem bij wie hij daarvoor aanklopt en hoe de samenwerking verloopt.

eat retail store concept

We kregen een interessant gesprek over welke experts zouden moeten worden ingeschakeld. Hij was eerder betrokken bij een nieuw foodconcept. De opzet was om eerst de gewenste merkbeleving te definiëren en vervolgens zowel het productdesign, storedesign als ook de marketingcommunicatie met elkaar in lijn te brengen. Als voorbeeld diende Engelse foodconcepten zoals Pret A Manger en Eat. Read More