CRM

Are you Leaving Profits in the Basket? 10 Secrets to Increase Basket Size Week After Week

Dan Dashevsky, My Cloud Grocer

Independent supermarkets that offer products both in-store and online have an online basket size averaging between $120 and $184, based on the recent Brick Meets Click study. This compares favorably to Amazon Fresh at $84; Instacart, $98; Fresh Direct, $105; and Peapod, $147, as reported by 1010data. Out of 19 independent banners participated in the BMC study, Breadberry supermarket in Brooklyn, New York, had an online basket size of $184, the largest reported. Many of MCG’s clients have similar or even larger basket sizes than Breadberry’s. These 10 secrets have enabled our clients to achieve such outstanding results.   1.     Speed matters. Website visitors tend to care more about speed than about the bells and whistles we might be tempted to add to our websites. Google did an interesting experiment with regard to load times, asking web surfers if they would rather see 10 or 30 search results at a time. The users agreed that 30 results per page sounded like a good idea. Google then implemented this on some of their results pages. The shock came when traffic to pages that displayed 30 results dropped an astounding 20%. Google then tested the loading time difference between the 10- and 30-result pages. They found that this was just half of a second. So page loading time has been shown to be a crucial factor in user retention. It is also becoming a more important factor in search engine rankings. 2.     Product photography. The images on a site are another important factor. High-definition, mouthwatering pictures make a big difference when it comes to food shopping. Many website owners opt for the easy solution, and only display product images they can easily obtain from publicly available databases such as Kweeki and Item Master. These databases do not include all products, however, and image quality is often poor and inconsistent. The time and effort invested in high quality product photography to ensure that every product carried in the store is online and has a beautiful image pays good long-term dividends. 3.     Less is more. Instead of cluttering pages with as much product info as possible, keep it simple. Make the product image and a brief description the center of attention. Then you can add to the page some relevant and popular products to help customers remember to buy products that they may otherwise forget. 4.     “Shop by recipe.” Customers are looking for creative ideas to keep their meals fun. With a Shop by Recipes feature, they can find a recipe, click, and send ingredients to their shopping cart. The more interesting it is to browse your online store, the more your customers will buy from you. 5.     “My favorites.” Customers complete their shopping list much faster when they start with a pre-populated list of the products they normally buy. Once they are done with the basics, they have time to browse for more products, adding to the total basket size. 6.     Digital circulars. Everyone loves savings, and the more the better. Having plenty of items on weekly specials not only increases your in-store traffic but also increases your online basket size. Your printed flyer can only fit a limited number of items before it begins to look like a flea market and becomes impossible to read. Online, there is no limit to how many items you can display on special. Customers simply flip to the next page and keep on adding savings to their shopping cart. 7.     Quick re-order. By giving customers the ability to quickly send all the items from their previous order directly to their shopping cart, you’re simplifying their life and minimizing the possibility that they may forget an item or two. 8.     Keep it fresh. Let’s face it, shopping for groceries is not a recreational activity, but if you keep on introducing new products, it becomes more interesting, and this too will be reflected in your basket size. 9.     Accurate order fulfillment. Customers who are using your online order service are doing so for convenience, They want to save time for other priorities. If you fulfill their order quickly, and most important, accurately, you will see many more orders and higher order amounts now that they have trust in your service. Many MCG clients see increase in online basket size with customers who are placing their third and fourth orders. Once they develop the trust in your service, they will reward you with loyalty and larger basket sizes. 10. Good customer service. As in brick and mortar stores, good customer service is the key to success. This is what differentiates you from your competitors. Be ready to replace the not-so-fresh strawberries that a personal shopper put into a customer’s bag by mistake. Customers will buy more online from you if they are confident that if something is not satisfactory you will take good care of them. +MORE

AI Powered Promotion Optimization

CART

Artificial intelligence (A.I.) is tailor-made for high SKU count, high transaction frequency supermarket retail. The insight and recommendations that A.I. provides can help retailers drive significant top line sales gains without increased promotional cost. In the high- volume, low-margin supermarket industry, where even slight improvements can deliver considerable increases to bottom line profitability A.I.-powered promotion optimization is nothing short of transformative. +MORE

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Smart Gammified Customer Feedback Surveys and Analytics

Wyzerr

Wyzerr builds artificial intelligence software for data collection and analytics that look and feel like games. The basis of Wyzerr’s platform is making it as fun, fast, and easy as possible for consumers to provide actionable feedback data, and business stakeholders to understand and use that data to make decisions in real-time. Wyzerr’s ‘Smartforms’ can capture 25 questions in under 60 seconds. Our secret sauce is the machine learning algorithms infused within the platform. Wyzerr smartforms processes feedback in real-time like a human being would, rapidly digesting the information and asking new questions as a human would in a real dialogue. It allows brands to truly understand who their customers really are. What they like, don’t like, what makes them sad, mad, and happy…all in real-time. This machine learning capability makes it possible for every customer to receive a unique feedback questionnaire. There’s no such thing as one-survey-fits-all at Wyzerr.  The data is analyzed in real-time to produce actionable insight around the clock. Instead of complex graphs and pie charts, our insight-based dashboard outputs data on a GPA scale, assigning grades (A, B, C, D, and F) for different key performance indicators. Similar to how progress reports in school advise students on what they should do to improve their grades, Wyzerr's AI component advises business stakeholders what they can do to improve their customer experience. Overtime, and with more feedback data, Wyzerr can also recommend new products and services to be developed, suggest improvements to existing products, identify new trends and upsell opportunities, and advise on the types of market messages to run. It’s essentially a technology to use customers’ feedback to support operational decisions. We offer data science in a box. +MORE

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My Cloud Grocer Solution Guide

CART

My Cloud Grocer provides a retailer-branded online shopping solution to supermarket retailers. The online shopping site is responsive (will display properly on desktop, smartphone, and tablet screens) and features fast load times and payment functionality using token technology surpassing PCI compliance. My Cloud Grocer provides the retailer with support for picking, managing, and delivering orders. The company’s retail clients have experienced increased overall sales, due to reduced scatter... +MORE

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Darius™ for Retail

Darius Technologies

Darius for Retail is a fully integrated, cloud based shopper engagement platform. Darius delivers proven and measurable return on investment, by allowing retailers to put their shoppers at the center of everything and making it easy to engage and influence them pre-store, in-store, and post-store. Darius allows retailers to design, manage, develop and, measure interactions with their customers throughout the entire shopper journey.  The ‘tech’ bit: Darius™ is a modular ‘ecosystem’ retail technology platform that is designed to integrate and allow interaction with any existing retail systems and solutions such as Beacons, WiFi, dynamic shelf illumination, or e-coupons, and so on, to make continuous engagement with shoppers possible, wherever they are on the path to purchase. The customer experience bit: Darius™ allows retailers to put their shoppers at the center of everything by making it easy to engage and influence them pre-store, in-store, and post-store. The business bit: Darius™ delivers proven and measurable return on investment. That means more shoppers in-store, more often. It means attracting new and hard to engage shopper types. And it means bigger baskets and the increased spends that comes with that. It makes marketing budgets and, where they may already exist, retail tech investments work so much harder. +MORE

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Award-winning eCommerce solution

My Cloud Grocer

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My Cloud Grocer is an award-winning eCommerce solution designed to help supermarkets thrive in a competitive digital world. Offering a robust, customizable virtual storefront, My Cloud Grocer’s top-rated white label platform powers and integrates the full shopping experience, from initial order to the customer’s door. Our clients see lower operational costs and consistently outperform competitors, enjoying the largest weekly sales and online baskets in the industry. +MORE

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3 Types of Retail Execution Data: What They Are, and Why They Matter

Mat Brogie, Part of founding team and CEO of Repsly, Inc.

In today’s fiercely competitive market, retailers are taxed with the responsibility of making sure their in-store presence gives them an edge over their e-commerce counterparts. Effective retail execution is absolutely essential to keeping store sales afloat, seeing as over half of purchase decisions are made within brick-and-mortar walls. High-performing organizations incorporate three distinct data types into their retail execution strategy to keep store sales high and competitors at bay. Here we’ll discuss what those data types are, and how retailers and suppliers converge to best utilize them. Activity Data Activity data refers to the measure of outputs from brand representatives or store personnel. This encompassses metrics such as “visit frequency” or “number of shelf resets completed.”  These metrics have the power to reveal how team members are spending their time in-store. For example, retailers can rest assured that brand representatives are upholding their commitments by monitoring how often they visit the store and how much time is spent there. This data also proves useful in devising better schedules for employees based on how and when they interact with brand reps. Managers from either party (retailer or supplier) can more easily identify top performers by comparing activity data to sales lifts. What’s more, transparency around this data promotes accountability for whichever party is responsible for various retail execution tasks.  Activity data sets the stage for what’s going on within the confines of a store, but it can’t paint the whole picture. The real value comes from analyzing it against observational and sales data.  Observational Data Observational data includes qualitative data points that tell the story of what’s actually happening inside the store. Examples of this data type include notes on brand presence, photos of the shelf, or information on merchandising activities. This data tells the story of what’s actually happening at the store level, and has several practical uses. Some include: Sharing photos to prove compliance with a display or promotion Monitoring photos and other data points pertaining to shelf presence in order to flag stockouts more quickly and keep track of damages that might become returns Brands building trust with a retailer by sharing competitive intelligence from other stores through photos and questionnaires (i.e. “What does the inside of their store look like?”, “Who is shopping in it?”, etc.) Recording information about foot traffic and customer sentiment during a promotion or demo event  Observational data is able to reveal key insights about in-store presence at a very granular level of detail. However it becomes even more powerful when used in conjunction with sales data. Sales Data Sales data is simply the sales generated over a specified time period. Perhaps the most straightforward of the three data types, it’s still extremely telling. What’s interesting to retailers is how the other two data types (observational and activity) are able to push the needle on sales. Both retailers and brand suppliers can benefit from comparing historical sales data to improve forecasting, especially around the holiday season. When combined with activity and observational data, sales data reveals whether or not a promotion is effective or if a display is being properly set up. Similarly, steady sales followed by a steep drop-off could signify a stockout or the consumer switching to a competitor. Taking a look at sales and observational data can also convey where cross-merchandising is present to help retailers and brands make decisions about where else to stock complimentary SKUs. A close analysis of sales data can uncover a cannibalization that’s hurting other SKUs in a set. Conversely, brands can showcase which SKUs or promotions are the biggest sales drivers for retailers.  Putting It All Together A sizable 25% of in-store sales are lost to poor retail execution. When used either separately or in conjunction, three types of retail execution data are a retailer’s secret weapon to winning over consumers. Forward-thinking organizations understand this reality, and apply the three types of data as part of a virtuous cycle of insights, planning, and action at retail. +MORE

CART'S INNOVATION PROGRAM

Gary Hawkins, CEO , Center for Advancing Retail and Technology

CART’s Innovation Program, done in partnership with Retail Tomorrow, is a unique offering that works for retailers and solution providers alike. Designed for national and larger regional retailers, the CART team works with the retailer’s executive team to identify 2-3 specific areas of interest like automation, in-store experience, etc. With interests established, the team then goes to work identifying the leading solution providers in each area, filtering through and curating the most appropriate capabilities. That process often entails talking with each solution to ensure applicability and set expectations. Amongst the many factors we evaluate is making sure the size and scale of the retailer is aligned with the solution provider’s resources. Connecting a young solution to a massive retailer might sound exciting, but if the solution provider lacks the resources to pilot and then scale deployments it leads to frustration on all sides. Once the appropriate solution providers have been identified we all go on-site to the retailer’s HQ to spend a day with their executive team focused around education as each solution is given an opportunity to present to the group and talk about what they do. The format allows for Q&A along with opportunity to start building relationships as everyone networks over coffee breaks and lunch. From the solution provider’s perspective, the opportunity to get time with the senior exec team from prominent retailers is invaluable. Once a solution provider is selected to participate, the CART team will work with you to review your presentation materials to make sure you’re providing the most powerful and relevant message possible about your company and what you do. The CART team will provide some coaching for the presenters to make sure you deliver your message in the time allotted (these events are pretty tightly scripted to accomplish everything).  Expectations are clearly identified on all sides early in the process. From the retailer, CART is looking for executive level commitment and engagement with the process, the executive team’s commitment to spend the day with in the on-site meeting with all the solutions, and a commitment to seriously consider piloting appropriate solutions. From solution providers, CART is looking for new innovative capabilities to help the retailer address challenges they have or provide new capabilities that are beneficial to the retailer. This involves having a good understanding of retail and how retail works and helping educate everyone in the meeting as to the technologies involved. Retailers interested in learning more about the CART Innovation Program can get more information here Solutions interested in participating can learn more here +MORE

CART Weekly Report 1/10/19

CART, Center for Advancing Retail and Technology

Amazon’s cashierless Go stores could be a $4 billion business by 2021, new research suggests | Recode This should have every retailer’s attention: A new report out by RBC Capital Markets suggests that Amazon’s Go stores could be a $4billion business within the next several years. The stores, which Amazon has announced they may open up to as many as 3,000 of the format by 2021, outperform the traditional convenience stores, with the Go store doing an estimated $1.5m in annual revenue. While the stores have a high capital cost to open due to all the technology, they have lower operating costs do to not having cashiers.  Cashierless shopping is becoming a major area of interest for supermarket retailers as several tech companies are pushing hard to provide similar technology to other retailers. The latest is Grabandgo which just raised $12m in a series B; the company is apparently in agreements with 4 significant retailers and the technology can cost-effectively scale to a 100,000 square foot store.  Google Assistant nears 1 billion installs as usage quadruples | Fast Company Voice-based digital assistants are growing fast. Google projects that by the end of this month its voice assistant will be running on 1 billion devices, up from 400 million a year ago. The number of active users have quadrupled over the past year.  Google’s announcement comes on top of Amazon’s holiday season selling millions of Alexa devices. Alexa is now available on over 20,000 different devices and has over 40,000 skills, integrations with third-parties to perform certain functions based on a verbal command. While voice-based shopping has not taken off yet as some people had projected the foundation is certainly there as these assistants get smarter. Kroger, Microsoft Create Futuristic Grocery Store. Amazon, Take Note | Bloomberg Kroger is working hard to personalize the brick & mortar store in its partnership with Microsoft, focused on digital shelves. The digital shelf can show the usual product pricing information but can also show ads, and other information. Where this tech gets really interesting is Kroger’s stated ability to help eComm order pickers select the right products by ‘lighting up’ the products to be picked as the worker goes down the aisle. Even more, Kroger is linking the digital shelf to the shopper, customers using Kroger’s self-checkout app can be guided to the items on their shopping list. Similar capability can be used to target relevant items to each shopper that has opted in, Kroger lighting up items it thinks are relevant or of interest to the shopper as they move through the store. +MORE

Mobile App Pain Points

John Kangas, CEO, FwdMbl Solutions

Your current in-house system works great within your four walls.  The pain starts when you walk out that door and it can give you a full-on business migraine by the end of the day. We can ease the pain by targeting these five major sources when your workforce hits the road. Breakdowns in Communication When an Account Manager, Sales Rep, Delivery Driver, or Customer directly needs information, they need it NOW!  It should not require phone calls, strings of emails to and from the office or multiple warehouse locations to find product, invoice information, aging or account information, upcoming orders, etc. It’s frustrating and time consuming for everyone involved.  You should not require an Internet connection to give this to your customer when you are standing in front of them. FwdMbl Solutions gives Account Managers, Sales Reps, Delivery Drivers all this information right at their fingertips. It is available without the need for Wi-Fi or a cell signal and can be printed, emailed or faxed right there. There’s no need to track down items or pricing, looking up inventory and pricing is immediate. Pricing Errors Let’s face it, pricing can be complicated. If updates in pricing don’t make it to the ones that are selling in the field you can lose money. If incorrect information is given it can turn into an embarrassing situation.  Pricing can be different per customer given contracted pricing or discounts. Sales may be given leeway to adjust pricing on the fly within reason.  There are many scenarios as there are companies.  Pricing needs to be up-to-date and correct each and every time FwdMbl Solutions handles all pricing scenarios. All pricing updates can be real-time saving you money and confusion. Workflow Issues The system you are using doesn’t match your workflow.  You need to hunt for your tasks and weed through things you don’t use.  You are jumping from one item to another just to complete these tasks.  This takes precious time and leads to frustration. FwdMbl Solutions gives you role-based programming.  It gives you only your work for the day and one task seamlessly flows to the next. It’s so efficient, before you know it, your day is complete with time to spare! Internet Connection/Equipment Problems I see it almost every day while going to the grocery store, convenience store or my favorite restaurant.  Account Managers, Sales People, and Delivery Drivers trying to connect to Wi-Fi, or get any Internet connection.  Once they do, connection is slow and they have wait for webpages to display on their screen.  When it does finally appear, the information is hard to read or cannot be given to the customer. Printers disconnect or jam. Old devices just giving up the ghost. FwdMbl Solutions’ Apps are native apps that work connected or disconnected. They are not merely a webpage you are trying to display on your phone.  We use our unique technology to make sure your employees are never waiting for the information they need.  Once the information is pinpointed it can be printed, emailed or faxed to give immediate access to your customer. Training is Difficult FwdMbl Solutions’ Apps are robust, yet simple and elegant.  The screens are not busy or hard to read.  The workflow is intuitive and training is a breeze. The PAIN IS REAL!  When your software is in your employees’ hands and doesn’t work disconnected, has missing or inaccurate customer or order information, has printer or scanner malfunctions, or is cumbersome to use it is a recipe for unhappy employees and unhappy customers. At FwdMbl Solutions we can enhance your customer experience and improve employee satisfaction with our Mobile Apps and Portals.  We do this by connecting to your existing systems, so there is no need to change everything you do, only what they see.  We interface to your backend ERP, POS or other systems and display your information in a Mobile App or Portal that is fast and truly mobile. It is easy to use and best of all, it runs on the mobile phone you already own. Don’t own a phone? You can use an affordable Android device from our hardware partners. +MORE

The Growing Role of Data Intelligence in eGrocery

Michael Demko, CEO and Founder, Locai Solutions

2018 was marked by many advancements in the various applications of data intelligence – the ability for computers and apps to gather information, and use it to give customers a truly personalized experience – setting the stage for the next-level in convenience. Shoppers are now less resistant to the idea of individualized product suggestions, which creates a new dynamic of customer service: people expect products to be presented to them in an easy, personalized, and intelligent way.  A great user experience is an imperative part of any eCommerce offering, but the underlying logic, algorithms, and intelligence that bring depth and relevance to the user experience is where the real innovations are occurring. In 2019, personalization and AI will grow from being merely promotions and product recommendations to a set of  tools that help retailers sell time-saving solutions. By 2020 45% of retailers plan to utilize artificial intelligence to enhance the customer experience. Currently, many platforms generate lists that you can buy from, but with machine learning you can now deploy solutions that provide higher levels of convenience for your customers.  What exactly does the customer experience? A more frictionless buying experience. Upon initial sign in to an app powered by an engine like eGroceryIQ, customers answer questions about their dietary preferences, portion sizes, and favorite items. After each purchase, the order details are collected and used to modify that user's next shopping experience. If the customer reviews an item, that information is also integrated into future product and recipe recommendations. eCommerce platforms embedded with AI powered solutions will take all this customer data, integrate it with what is currently in their shopping cart, and provide them with a highly personalized and engaging shopping experience. These smart apps, using segment-of-one personalization, create a unique interface for each customer. Instead of having to sift through an entire catalog, shoppers are presented with their favorite items right away, as well as similar product suggestions – foods they might like based on past purchases.  Other applications for data intelligence include capabilities that provide shoppers with information to problem solve for quantity and product type. Customers can filter and scroll through listings to compare nutritional information and see what items fit with their dietary preferences or restrictions. AI solutions  can sift through recipes, parse ingredients, map them automatically to a retailer’s assortment and systematically scale the amounts needed for a family of 4 or a single serving enabling customers to use tools such as meal planning to maximize use of products already in their virtual shopping cart. As machine learning continues to evolve, the possibilities become endless.. Is it worth the investment? All that value for your customers translates to higher sales. Intelligent solutions mean higher basket sizes, improved loyalty & retention, increased conversion rate, and higher purchase frequency.  Furthermore, data intelligence can be used to advance your merchandising, logistics, and fulfillment efforts. According to Tech Emergence, "the predictive capabilities of AI may play an important role in forecasting inventory needs, determining prices of products based on internal and external factors, analyzing customer behavior, loss prevention, delivery services–and potentially much more."  Equipped with volumes of data about your customers, new platforms will emerge to enable you to more easily pivot your business strategies, optimize your interfaces, and offer a catalog of high selling products.  The bottom line? More convenience equals greater customer satisfaction and more revenue. Intelligent solutions for today and tomorrow According to Forbes magazine, almost half of Americans now buy groceries online. Recent surveys by Food Marketing Institute (FMI) and Nielsen show that 49% of US consumers had bought CPGs (consumer packaged goods) online in the past three months, up from 23% in 2016. The rates were higher among younger demographics – 61% for millennials and 55% for Gen Xers. As these rates continue to increase, experts predict that AI will continue to expand to meet the growing needs of both grocers and shoppers. Without AI, traditional grocery stores will have a difficult time meeting consumer behavior and demands. Many are finding that simply adding an online catalog is not enough to satisfy their customers, nor drive higher sales. The key is increasing value through efficiency and continuous learning about your customer. Solutions embedded with machine learning are designed to meet the needs of both the retailer and the consumer – giving the consumer an engaging, personalized experience, and the retailer a comprehensive, sales-driving and scalable platform. In order to succeed digitally, a broad set of components are needed and we’re beginning to see more and more partnering between grocers and technology solutions. As Yeal Cosset, Chief Digital Officer of Kroger said, “Personalization based on available data will not work. If the filter of the data is only good you will become obsolete, but if it is great you will have success.” Investing in flexible platforms that enable integration with the best in class consumer and operational features will become necessary, as a wide host of 3rd party application providers continue to emerge as the industry evolves. +MORE

Five Predictions for Retail Transformation in 2019

Gary Hawkins, CEO , Center for Advancing Retail & Technology (CART)

As we begin 2019, tomorrow is no longer going to resemble today. The pace of tech-fueled innovation continues to grow, bringing with it increasing change across the supply chain and greater impact on traditional retail operations and models. 2019 is going to be a year of even greater change. Here are five key areas to watch this year: Frictionless shopping: The Amazon Go store with its cashier-less shopping experience has gotten the industry’s attention and this year we will see a great deal of activity in this space. There are several tech companies working to bring similar capabilities to the retail industry along with cost-effectively scaling the technology to work in traditional supermarkets. I believe the proliferation of retailers’ mobile apps having some kind of self-shopping capability - the shopper scanning their products as they shop using their smartphone and then an expedited payment process - is an interim step to a completely frictionless shopping environment. The whole idea of the Amazon Go store is to make buying products as easy as possible; the shopper having to use their app to scan and pay makes it easier to buy but not as easy as just walking in, picking up what you want, and walking out. Automated fulfillment: Kroger’s partnership with Ocado to build and operate twenty automated grocery eComm fulfillment centers is on track. We are seeing several other retailers enter into agreements with Takeoff Technologies to build mini automated fulfillment centers that can sit in the backroom, automatically fulfilling high-velocity packaged goods ordered online. Walmart is working with a partner to build an automated fulfillment center that is designed to sit alongside their stores, fulfilling high-volume products. In 2019 we are going to see even more activity in this space as other retailers will be forced to follow these leaders as automation brings efficiency and lower fulfillment costs, opening up a productivity gap. We will be seeing other technology providers step into this space as the market expands. Automated delivery: Kroger’s partnership with Nuro to use automated, driverless delivery vehicles to deliver online orders to the shopper’s home is already in pilot. Udelv and other solutions will be gaining more interest as retailers begin to focus more attention on the final mile delivery. While many retailers have signed deals with Instacart or Shipt to handle actual delivery, we’re going to see growing interest in Uber and other services to handle deliveries and fast growing interest in automated solutions like Nuro and Udelv in search of cost efficiencies. Health & Wellness gets personal: The wearables market is growing fast as Apple’s Watch and similar devices provide even more functionality to monitor key health indicators in realtime. The explosion in health data coming from these wearables will become increasingly tied to food guidance, helping the individual understand what specific food products to purchase and consume based upon the individual’s health condition and realtime data. As an example, Dexcom recently released a device that provides realtime glucose monitoring for people with diabetes. The ability to use knowledge of an individual’s glucose levels at that specific time - for example, while they are standing in front of the shelf - will inform guidance to beneficial foods. This movement is already underway as the massive food and healthcare industries converge, driven by Amazon’s ownership of Whole Foods, PillPack, and other activity in healthcare. Kroger’s Opt-UP app enables the shopper to easily understand the quality of the foods they are buying and easily filter the store’s product selection based upon the shopper’s interests, needs, and preferences. Look for a lot more activity around this space in the coming year. Melding of digital and physical retail: While most industry activity has been focused around eCommerce and automation of fulfillment and delivery of orders, I believe we are going to see growing attention to the melding of digital and physical shopping. This encompasses bringing augmented reality into the store and shopping experience; we’ll also see growing activity in virtual reality shopping as VR tech gets better and cheaper. Digital signage will spread across the store and get smarter, not only using demographic info to present messaging relevant to the person standing in front of the screen, but engagement will be far more personalized. Kroger’s new shelf Edge system is moving in this direction, lighting up as a shopper moves down the aisle to call out relevant products. Obviously there are many more areas where technology is going to transform retail but these are five key areas to watch. Each of these fundamentally changes the game: Frictionless shopping and automating fulfillment and delivery remove significant costs and will put growing pressure on competing retailers as companies using these technologies scale deployments.  Personalization will move quickly, not just in marketing but in linking an Individual shopper’s health to her favorite store’s product assortment, guiding the shopper to products to improve her wellbeing.  Lastly, shopping is about to become far more interesting and truly immersive as technology really begins to impact the shopping experience, whether you are in the brick & mortar store or sitting at home. +MORE

Pseudo Customer Centricity: Fool’s Gold

Gary Hawkins on Winsight Grocery Business, CART

Retailers must employ a customer-first philosophy into organizational culture Many regional retailers are (at last!) intent on becoming customer-centric, more than a decade after The Kroger Co. led the way and more than two decades after early loyalty pioneers proved the value of a true customer focus. But too many retailers believe that customer centricity can simply be bolted on to their organizations without realizing that true customer centricity is far more involved. Like the intrepid gold miners of the 1840s, these retailers awaken to the realization that what they’ve taken for retail gold is in actuality a false promise, seduced by the fools gold of pseudo customer centricity. I can recount meetings with senior executives from well-known retailers who espouse their customer centricity efforts; spending massive sums on consultants and solutions powered by a decade’s old approach based on customer segments integrated to the retailer’s category planning processes, and even personalized offers to shoppers. Countless of these retailers remain anchored in a product-focused world, even those who tout using technology to discover what products should be put on offer to their customers rather than starting with a vendor-funded offer pool.  True disciples of customer centricity deeply embed a customer-first philosophy into their organizational culture, extending it to every part of the enterprise. These companies realize that providing savings on products relevant to the shopper is only the beginning. Leading companies such as Amazon and Kroger are investing heavily in taking customer centricity to the next level: comprehensive, seamless user experiences across channels and devices, integrating personalized product recommendations with an understanding of the individual shopper’s specific health conditions, and laying the technology foundation for immersive shopping experiences melding the physical and digital worlds. Customer first disciples understand the dynamic flow of customers and their shopping behavior over time, putting in place capabilities and processes attuned to providing contextual relevancy inside and outside the store. And personalization—driven by past purchases and recommendation algorithms—is fast evolving to what I think of as strategic hyper-personalization, leveraging vast intelligence about each individual shopper to power a mix of recommendations to win the shopping trip, grow baskets, maximize retention, and foster customer advocacy—one customer at a time, in real time. Many regional retailers are based in more rural areas where company executives believe their shoppers are less tech savvy, relieving pressure on digital imperatives. According to Pew Research, 95% of Americans own a cellphone in 2018, with 77% of Americans owning a smartphone. Pew also calls out that in 2018, 89% of Americans use the internet. Location is no longer a proxy for customer technology illiteracy.  This year, Amazon is projected to realize over $258 billion in U.S. retail sales, an estimated 49% of all online retail spending in the United States. With this kind of penetration, and the ability to ship products anywhere overnight, traditional supermarket retailers would do well to remember that their shoppers are increasingly expecting (demanding!) the seamless and comprehensive user experience provided by Amazon, and increasingly by Kroger and Walmart. Yet, too many retailers remain mired in digital purgatory, constrained by capability silos and the inability to bring piecemeal capabilities together in a seamless fashion for shoppers.  Lastly, many seasoned grocery executives have spent their careers being rewarded for following, letting someone else bring innovation to market and only following when it has been proven successful. Years ago IT executives would buy IBM, even if it wasn’t the best choice, but because it was the "safe" choice. This practice continues today as retailers sign deals with "established" providers because they believe it is the safe choice, failing to understand that today’s environment rewards fresh, forward-looking thinking. Retail executives need to look beyond yesterday’s approach to customer centricity to capabilities and platforms that actually position the retailer for future success. The cost of failing to provide a seamless shopping experience, for failing to provide true individual shopper personalization, and failing to provide real time contextual relevancy, can rapidly obliterate any savings or security from yesterday’s "proven" approach. Tom Furphy, a former Amazon executive and the originator of Amazon Fresh, in a recent interviewspeaking to the challenges retailers face today, especially a reliance on past practices, says it all: “What seems safe is actually destructive. That’s a recipe for longer term disaster.” This article originally appeared on Winsight Grocery Business and can be viewed here +MORE

The Top Five Ways Retailers Benefit from Industry Trade Shows

Courtney Muller, Chief Corporate Development & Strategy Officer, Clarion UX

When was the last time you attended a retail or food and beverage trade show? If you have to pause to think of the answer – or know immediately that the answer is, “Never” – then it might be time to find a show or expo near you. Trade shows are the best places for those within the industry to get out of their stores and network; find new products and stay abreast of the cutting edge technology offerings; and gain invaluable education in the areas you need it most. In short, even if you spend time every day trying to stay current, you could never see it all – or know what to search for. There is no better place than a trade show … from seeing new products, meeting new people, becoming educated on a new way to engage your customers, or finding out about technology … this is the place to find what you don’t know!   Here are some of the top reasons you should attend a trade show this year: Network with Decision Makers When you think of networking, perhaps the typical “mixer” scenario comes to mind with people you don’t know awkwardly milling about a bar or restaurant, trying to strike up conversations with random people in the hopes that you might be able to benefit one another in some way. Networking at a trade show couldn’t be any more different. As an attendee, you can specifically find exhibitors with the products you seek; attend educational sessions that pertain to topics you are interested in, therefore attracting other audience members who share the same challenges; and be assured that your peers in the same industry as you are seeking similar solutions as you.  And you might even run into a colleague you haven’t seen in years! Find New Products and Foods You subscribe to industry periodicals and get Google Alerts in your inbox every day, but have you seen that new robot that identifies out of stock items and potential slip and fall hazards? Have you read about leveraging data to establish loyalty and trust with food delivery customers? A trade show is the perfect venue to scope out all that is new in the retail world from tech products to new foods and services – all in one place – to help you use technology to create a seamless customer experience. As you look for new technology innovation to keep you competitive, you may find the perfect partner for online ordering, rapid delivery, or rapid checkout through customer’s smartphones.  No matter what you want to go to a trade show to find, you will likely be pleasantly surprised by discovering even more than you thought along the aisles. See New Trends in Action Are vegan offerings a must-have? Should you offer chef demonstrations to showcase meal ideas? Are international flavors high on consumer’s minds? What chef dishes are they trying replicate at home? Be on the front line of this year’s and next year’s trends so you can bank on what your customers will be looking for in the near future. You’ll walk away with new products and great ideas you can implement immediately in your store operations. You may even realize that you are on the verge of creating an entirely different trend yourself that has yet to appear on the market – good information that you can capitalize on in the year to come. Receive Best in Class Education If school is a distant memory – or perhaps you learned hands-on in a family business and worked your way up the ranks – one of the best perks of most trade shows is the educational content provided to attendees and exhibitors alike. Whether you’re interested in operational excellence, developing your workforce, building bigger baskets, or sessions dedicated to those hot new tech trends we previously mentioned, trade shows like The NGA Show (presented by the National Grocers Association) in San Diego this coming February will have you covered on all fronts. What’s more, you can connect with presenting industry specialists to gain even more valuable insight into the topics that interest you most. Gain Immediate, Actionable Ideas The bottom line … your time is valuable and you want to spend any time out of your store obtaining the cream of the crop ideas - from new products, growth strategies and tech trends. Hear what the experts have to share, sample emerging products, uncover new technology, and refresh your enthusiasm for the business. You’ll walk away with a plan to bring all of these new ideas and initiatives into your store operation to drive profits, growth and innovation.   No matter where you are in your retail career, a trade show will no doubt provide you with opportunities, education and inspiration as you progress in the business. Interested in learning more? Check out the upcoming NGA show: National Grocers Association Show, San Diego, CA, February 24-27, 2019, www.thengashow.com  Each year, The NGA Show brings together independent retailers and wholesalers, food retail industry executives, food/CPG manufacturers and service providers for unparalleled opportunities to learn, engage, share, network, and innovate.  Given today’s ever-changing marketplace and evolving advancements in innovation occurring in the food retail industry, The NGA Show is a must-attend event, providing over 40 educational workshops, an expo floor featuring innovative and game-changing products and solutions and countless networking opportunities.  Registration is open at www.thengashow.com – early bird registration rates in effect through December 10, 2018.  +MORE

NGA Show 2019: The Epicenter of Grocery Industry Innovation

CART, Advancing Retail

In a special event leading up to the opening of the new NGA Show 2019, CART will bring together unique education, an impressive line up of speakers, and cutting edge innovation to make San Diego the epicenter of grocery industry innovation during Feb. 24-27, 2019. With a focus on regional retailers and dynamic independent operators, the CART team will present an innovation tour de force designed to help attendees not only stay in the game but help them win. CART is coming together with leading retailers through-out the industry to provide attendees a new worldview for the future of retail where transformation and disruption are the new normal: iRetail. Focused on five ‘i’s, iRetail will give attending executives a framework for evaluating their existing capabilities and provide a roadmap to closing the innovation gap. In a time of declining and disappearing industry events, the NGA Show has become a beacon of light for the industry as it has grown each year, even outgrowing its longtime home in Las Vegas, spurring the move to San Diego this coming February. CART has had a long time partnership with NGA and is taking the relationship to a new level this year, building on the success of CART’s Innovation Event at last year’s show.  Make sure to put Sunday, Feb. 24, 2019, on your calendar and plan to attend the CART special event at the new NGA Show! +MORE

Technology's Profound Impact on the Supermarket Industry

Peter Larkin, President & CEO, National Grocers Association

Often cited as the one of the greatest catalyst of change within the retail grocery industry, technology is an area that independent supermarket operators must understand, and embrace.  Technology continues to have a profound impact, where virtually every detail of the supermarket industry is being touched by new solutions and platforms. I see three technology threads, each entwined with the other. One is the explosion of mobile applications and programs that are turning grocery shoppers into high information consumers. According to Pew research, smart phone adoption among Americans has more than doubled since 2011. Not only are shoppers becoming more sophisticated, but they are using technology as a way to gain more information, transparency, and convenience. At the touch of a mobile screen, consumers can instantly access to updated information on locally sourced perishables, competitive promotions, price checks and recipe ingredient lists. In turn, this migration to the digital space is shaping customer relationships with retailers. Today’s shopper does not want to be talked to but instead wants to be a part of the conversation. Consumer product manufacturers and marketers make up a second technology thread. By analyzing large chunks of customer data and retail sales, manufacturers, retailers and service suppliers are exploring innovative ways to touch their target audiences. Big data though can be vast and hard to harness. Whether it’s social media, a mobile payment system, or loyalty programs, technology can effectively create many new opportunities for savvy retailers to learn about and to connect with their shoppers to better serve their needs. A good place to see and learn about a number of these innovative solutions is right here at www.advancingretail.org. The third thread is in the store itself, where technology is increasingly employed to improve overall store productivity to program more effective lighting, to boost checkout efficiency, to track shopper traffic flows to improve layout and sales per square foot, or to offer customers immediate cost savings via real time wifi connections as they shop. A great, and very recent, example of this is Sedano's Supermarkets launch of a “robotic supermarket,” which entails an automated fulfillment center where AI-enabled robots will assemble full supermarket orders of up to 60 items. While the landscape is quickly evolving, many independent grocers are taking advantage of cutting-edge technologies to engage with their shoppers, find efficiencies, and reach new and existing customers where, how, and when they want. Independents have been making their move into digital. They are hiring dedicated staff, dedicating marketing budgets to digital initiatives, more effectively leveraging social media platforms, and integrating the latest technologies into their business strategies.  With the dramatic pace in which new apps and tech solutions are coming on to the market, it can all seem a bit overwhelming, but technology will play a defining role in the supermarket industry.  Those retailers that are on the forefront of implementing new technology and embrace the hyper-connected, tech-savvy consumer are positioning themselves for success. I’m one who is convinced that these threads will weave into a pattern of rising sales and profits. And that’s why the 2019 NGA Show will kick-off with a new educational event, spearheaded by our partners at CART, entitled “iRetail: Technology Innovation Reshaping the Grocery Industry.” The event is designed to give supermarket operators a framework for navigating fast-paced innovation while maintaining a focus on the importance of people and physical stores as we move into the future. Despite increased competition from all angles, it is an exciting time for the supermarket industry – and we at NGA are bullish about what the future holds for the independent grocers! Known as the true entrepreneurs of the industry, independents are nimble enough to quickly overcome obstacles, and are finding innovative ways to respond to changing consumer preferences, which is something they’ve always been good at given their close ties to their communities and the consumers they serve. +MORE

Locai Solutions

Locai Solutions Inc

locai is the first company to offer a full suite of software that integrates an e-commerce platform with a fulfillment management system. locai provides a flexible set of solutions including a turn-key eCommerce website, as well as access to great UX features - such as product recommendations, meal planning, and endless aisles - via APIs for easy integration into your existing eCommerce platform. These features have been proven to drive higher basket sizes, and create greater customer engagement, satisfaction, and retention. The locai platform is also the first eCommerce solution for grocers to be built on a cloud based architecture that enables order execution via the full spectrum of fulfillment formats. The locai Fulfillment Management System is versatile and capable of supporting numerous operating footprints, from warerooms to dark stores and/or dedicated distribution centers, and while fully integrated with locai's eCommerce Platform, the FMS can easily integrate with other eCommerce platforms and order management systems to create a unique solution for your brand. Embedded with real-time operating metrics, intelligent pick cart building logic and order verification, the locai Fulfillment Management System is proven to reduce operating cost per order while improving order accuracy. +MORE

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Customer Touchpoints and the Human Experience

Gary Hawkins, CART

I was visiting someone in the hospital the other day and, looking about the room, noticed an Amazon Echo installed on the wall opposite the hospital bed. There was a sign under the device telling patients that they could ask Alexa to call their nurse or make other requests. In speaking with the nurse I learned that Amazon is working with the hospital in a pilot to test the application of Alexa in the hospital environment. Beyond the hospital, Amazon is pushing Alexa into the hospitality industry where a growing number of hotels are putting the digital assistant in rooms so guests can request services just by asking. While this alone is fascinating, and illustrates just how far and how fast voice-based technology is moving, it really opens up a larger discussion on customer touchpoints. Retailers today have a fast growing number of ways to connect with a shopper, inside and outside the store. And, more than ever before, retailers need to be mindful of the human experience they are providing across those myriad touchpoints because in today’s digital world, user experience is everything. Consider the myriad ways a retailer can touch a shopper: In the digital world that includes the website, mobile, email, text, social media, and more. A Deloitte study calls out that “more than 60% of customers interact through multiple channels and irrespective of time, place, device, or medium, they expect consistency.” In the store, retailers can engage using kiosks, mobile, and the POS. We can’t forget about print, including the weekly ad and direct mail, along with television, radio, and other mass channels. And of course, just like in the hospital, voice will soon be everywhere. A good exercise for retail marketers to go through is to create an inventory of all the touchpoints they currently use, and then alongside that create a list of other touchpoints that could be deployed or used. Once the list of existing touchpoints is created, work to understand which shoppers are using each and why. For example, do high-value shoppers regularly use your mobile app? Do more convenience shoppers gravitate to your website?  Don’t forget about your associates; oftentimes they are the only interaction the shopper has with your business. The Wall Street Journal had an article recently about how airlines are arming their flight attendants with extensive data on their flyers to facilitate service on board. As a very frequent flyer I have experienced this firsthand, the attendant addressing me by name and asking if I would like my usual drink. Retailers have untapped potential to arm in-store associates with product and customer intelligence via smartphones to help them provide better service. One of the largest challenges traditional retailers face is having disparate capabilities and an inability to provide the seamless digital experience across devices and touchpoints that today’s shoppers are expecting… and demanding. Another Deloitte study (Customer Ambitions Delivered) states “research shows 89% of market leaders expect to compete primarily on the basis of customer experience - a number that has jumped from 36% four years ago. As more companies realize the benefits of engaging with their customers along every touchpoint, customers are growing accustomed to top-of-the-line experiences. Modern customers expect a tailored experience— one with flexible purchasing options, painless technology integrations, and ample opportunities to provide feedback if they receive stellar or sub-par products or services.” Retailers can then extend the inventory of touchpoints exercise, thinking through the ‘mission’ of each touchpoint and its role in growing (retailer brand) awareness, shopper acquisition, growth, and retention. Core to this is making every interaction across each touchpoint contextually relevant to the shopper. Again, the human experience is critically important. Every customer engagement at every touchpoint provides an opportunity to learn more about the shopper and, for digital touchpoints, provide a more personalized experience. To do this requires identifying the shopper as quickly and easily as possible so that you respond with relevant offers and information. Increasingly we are seeing digital displays and signage in the store incorporate cameras and other sensors able to provide additional analytics and insights to customer behavior. Best practices: Create and maintain a list of customer touchpoints used. Consider grouping the touchpoints such as digital, print, in-store, etc. to better understand your capabilities Create a ‘mission’ for each touchpoint which forces you to think through how it can be used to support shopper acquisition, growth, and retention Work to create a platform infrastructure that ‘feeds’ each touchpoint to create the seamless - and relevant - experience shoppers want Use every touchpoint and customer engagement to learn; improving the relevancy of the engagement and learning to make the touchpoint more valuable Any digital touchpoints should be fed by realtime intelligence reflecting the latest interactions the shopper has had with you _____________________________ To learn more join the CART team along with Kate Favrow, Corporate Marketing Manager for AWG, and Roger Marin, CIO of Draeger’s, for the upcoming Customer Touchpoints webinar on Tuesday, July 24, at 2pm Eastern. View article on Winsight Grocery Business here   +MORE

Pace of Innovation -- Shattering the Status Quo

Gary Hawkins, CART

Retailers are shellshocked by the increasing pace of technology fueled innovation that is transforming and disrupting the industry. It seems not a week goes by that we don’t read about yet another new competitor entering the grocery space or some new innovation being rolled out by an existing competitor. Case in point: Kroger’s recent announcement that it is deploying its Shop, Scan, and Bag self-shopping solution at 400+ stores. This in response to Amazon’s cashier-less Go store pilot and Walmart’s similar self-shopping solution. Supermarket retailers are challenged on several fronts relative to innovation. It is nearly impossible for a retailer to be aware of all the new innovation entering the market. As an example, CART reviews an estimated 100 new solutions each month. Beyond awareness though is the challenge of deciding what areas to focus on (supply chain, distribution, marketing, store operations, etc.) and deciding what specific solution to pilot. And then having to decide what new capabilities to deploy across operating stores. Having efficient operations, quality foods, and great pricing and service is simply the cost of entry to supermarket retail. The new battleground is innovation. This is a new world for retailers to navigate. As an example, we see too many retailers implementing different digital capabilities in a piecemeal fashion rather than working towards a cohesive and comprehensive platform. The self-shopping capability mentioned earlier is a great example. Some retailers are trying to implement this kind of capability through a third-party app or a separate app rather than bundling it into one mobile app for their customers. Shoppers are after an omni-channel, seamless experience, not being forced to interact with different apps or systems to do business with a retailer. CART is here to help. We’re able to leverage our strong retail experience, industry knowledge, and unique insight to new capabilities and innovation flowing into the market to help retailers understand where they are today relative to their competitors and best-in-class retailers. Developing an innovation roadmap is important to help in prioritizing what new innovation to focus on and to create a foundation capable of adapting to new capabilities and technologies as they come into the market. +MORE

NRF 2018: Tech-Fueled Innovation in Retail -- The Future is Here

CART

Thoughts on NRF 2018… So I just returned from a jam-packed three days at the NRF Show in New York city. I’ve attended NRF for a number of years now and was struck by how big and how busy the show was this year. The attendance on Sunday and Tuesday was strong but the number of people at the show and on the exhibit floors on Monday was just mind-blowing. It may have been the busiest single day that I’ve seen. Many international retailers were there along with the usual extensive array of retailers across many verticals from the US. My feeling is that a growing number of retailers understand the importance of innovation to their businesses and that is a key driver for the activity at the show. Some years there is a common thread that seems to run across many of the exhibitors. This year that ‘link’ was artificial intelligence - everyone was talking about AI and how it was part of their solutions. While some of this is real, AI has quickly become the latest buzzword and is already overused. AI is no longer (nor was it ever) it’s own thing but rather AI technology is being incorporated into a fast growing number of solutions and applications, powering more effective capabilities. Robots were out in force with several robotics companies represented. Marketing personalization was well represented along with many other areas. The main exhibit floor is packed each year with the big established solution providers like Microsoft, Intel, Oracle, NCR, Toshiba, and many others. The NRF Show gets more interesting on the lower level exhibit floor where smaller (sometimes younger) companies are exhibiting and that’s where you can find more innovation. And then there was Retail 20/20 where young innovative solutions were showcased. This area drew a lot of attention. I think more than anything the NRF Show this year represented the diversity of tech-fueled innovation that is coming into the retail industry and the challenge for retailers to try and keep up with new innovation. Here are a few of the cool technologies CART tweeted about: Inventory Scan Complete!  #NAVii Optimizing your inventory with #Robotics  Discover consistent accurate & never-before-seen insights of your inventory   Fellow Robotics  How cool is this? It’s magical @perchexperience physically-aware displays sense when shoppers approach, touch and pick up products and responds with dynamic media  Perch Interactive @kroger #EDGE #Smart Shelf interacts w/shoppers using Kroger mobile app & can detect their location in the aisles, offer tailored promotions based on purchasing habits & highlight items on their #grocery lists as they pass by Edge - Edgewater Wireless Exciting news! Facebook and RetailNext Collaborate to Provide Greater Insight into Store Shoppers  RetailNext It’s really cool how @Integem_Inc Holographic #AugmentedReality system intelligently recognizes people and body movements, then immerses them into a virtual world in real-time. Integem Inc. @LocusRobotics innovative autonomous mobile robots make it easy to optimize your warehouse operation, respond to #ecommerce volume growth & seasonal peaks while giving you control over your labor costs Locus Robotics See @RenttheRunway’s Senior Director of Engineering demo how RTR uses Aila’s Interactive Kiosk to streamline in-store operations and create better customer experiences via @AilaTech Aila Technologies @Mike_Mack CEO & Fract co-founder @NRFBigShow Enhance #CustomerExperience with @fractInc Fract is winner of CART’s May 2017 #PitchEvent Fract helps #Businesses increase market share of their locations with a geospatial #AI platform fract™  @BNRobotics drives autonomously through aisles doing “basic stuff” -like taking care of tedious shelf-auditing tasks- allowing employees to focus on more important things Bossa Nova Robotics +MORE

Stepping into the Gap at the NGA Show 2018

Gary Hawkins, CART

Wow! The NGA Show 2018 was non-stop excitement from our opening presentation on Sunday afternoon to the Innovation lounge to the last moments on the exhibit floor.  It was powerfully exciting to see independent retailers embrace new innovation - an estimated 250 retailers attending the Industry Innovation session that CART delivered on Sunday afternoon. Independent retailers were taken on a journey into the innovation gap - the growing gap between traditional retailer deployment of new capabilities and the exponential growth of tech-fueled innovation. CART coordinated a pitch event as part of our Industry Innovation session on Sunday afternoon where four exciting young companies showcased indoor farms, eCommerce delivery capabilities using an automated delivery vehicle, in-store shopper analytics, and awesome augmented reality to capture and engage shoppers. And that was just the beginning! Four sponsors providing innovative solutions anchored the Innovation Lounge: Birdzi’s comprehensive digital customer engagement platform, ScriptSave’s Personalized Wellness program, Daisy Intelligence’s AI powered promotion optimization, and Rosie’s eCommerce solution. Each company provided an educational tech talk on Monday and Tuesday of the show to help retailers understand the power of leveraging technology to drive business success. The innovation flowed into the exhibit floor with great displays from over a dozen companies in the CART Pavilion helping attract just non-stop traffic as retailers visited the CART pavilion to learn, engage, and build relationships with key innovative solution providers that can help grow store sales and engage customers. The 2018 NGA Show was the most exciting and powerful CART event yet and planning has already started for the 2019 Show that’s going to be held in San Diego. Make sure its on your calendar! +MORE

Profitable Delivery with FwdMbl Solutions

John Kangas, FwdMbl Solutions, LLC

Whether an Independent Grocer or a Wholesaler successful product delivery is a key part of a successful bottom line. FwdMbl Solutions (pronounced Forward Mobile) provides Proof of Delivery and Picking software options that are configurable, role based and give insight into the process.  Our delivery software manages and provides answers to 5 W’s of delivery. What needs to be delivered? Who needs to pick, stage, and deliver? When do I need to pick and deliver? Where do I need to pick and deliver? Why was this picked or delivered? Insight and options coupled with an experienced software provider gives you the best delivery solution. INDEPENDENT GROCER Once customers place an order for delivery or curb side pickup, our software guides employees thru the picking, staging and delivery process. Picking is the process of employee going down the aisles of your store and gathering product needed to fill the order. Staging is the process of bagging and boxing the picked products and preparing them for delivery.  Delivery is the process of getting the product into the hands of the consumer. Picking App Order information is transferred from your POS or eCommerce Website provider to our server. Our software reads in this information and lays out a picking plan. Picking plans can be configured for your location but generally group orders within a delivery window, batch up like products, and lay out an efficient walking path thru the store.  Our solution allows picking plans for a single picker, multiple pickers, runners, department pickers, and any amount of orders at the same time. Delivery App After picking and staging is complete, orders move to the Delivery App.  Orders are assigned to a Curb Side or Home Delivery route. The Delivery App tells users when to deliver the order, where to deliver the order, and how to deliver the order. The Delivery App lists the orders, any substitutions that were made to the order, and any special instruction provided by the consumer.  The Delivery App allows for collection of a Signature, GPS Tracking, and emails delivery confirmation of the order. Complication & Exception Handling We also handle the exceptions and complications that arise in the delivery process. Complications could be, the customer is not home to accept delivery, customer calls and wonders when the order is coming, or a customer refuses some or all of the product when the delivery person is attempting delivery. The Delivery App allows the driver to contact the customer by phone or text, allows managers and service staff in the store to view delivery status to answer questions, and allows refused product to be recorded and returned to the store. Having a way to handle exceptions and a way to quickly see into the process is key to building a profitable process. Customer Awareness Our solutions are open and offer a robust API allowing us to integrate with anything and everything. We can integrate or create a Chatbot that allows customers to lookup delivery information from Facebook Messenger on your store’s Facebook page.  This same level of integration allows us to add commands to Alexa and Google Home devices as well as integrating with your current website allowing customers to see delivery status. WHOLESALERS & DISTRIBUTORS Optimized Delivery Orders and Route Information is passed to our software from Routing Software or an Enterprise Resource Planning solution. The Delivery information provides our software with information about when the route needs to start, the stops to make, estimated time of arrival at each stop, and what is to be delivered or picked up. The Delivery App guides the driver thru a verification process and captures a signature to complete the stop.   Delivery App The Delivery App is configured by route, truck type and operational requirements setup by the company. Users start their day by opening the Delivery App and viewing route information. Route information identifies the truck and trailer to take, what warehouse to be at to start the route, and how long the route is going to take. Stop location details include contact information, ETA, and mapping options. Stop item details can be a list of items to be delivered at the stop.  Stop pallet information is a list of pallets and license plates that need to delivered to the stop. The Delivery App contains pallet verification process used by drivers to scan pallets to verify deliver. Stop returnable information track pallets and other returnable shipping materials exchanged between the wholesaler and the customer. The Delivery App allows driver to record left and picked up quantities of returnable items. The Delivery App captures GPS position, signature and received by name of the person accepting the order for the customer. Delivery notifications are sent to the customer and to the company letting everyone know the status of the delivery. Complication & Exception Handling Our Proof of Delivery solution understands that not everything goes as expected. We handle refused product, returned product, and can give drivers more information about customers if the company decides they need it. We provide insight into ETA versus Actual Delivery times, timeline and duration reporting, and customer service reporting. Having a way to handle exceptions and a way to quickly see into the process is key to building a profitable process.​​ +MORE

FwdMbl

FwdMbl Solutions, LLC

Account Management, DSD, Route Sales, & Proof of Delivery Apps Mobile Sales & DSD Customer, Leads, Prospects Orders, Credits, Invoices Aging, Statements Receive On Account, Credit Cards GPS Tracking & Signature Capture Print, Email, & Fax Documents Items, Availability, Inventory Images DEX, NEX & EDI Warehouse Transfers & Scrap Multi-Language Works Offline Proof of Delivery Delivery List Stop List Route & Stop Status GPS Tracking Signature Capture Returnable Container Tracking Asset Tracking Pallet Tracking Customer & Stop Documents Multi-Language Works Offline Account Management Customers, Leads, Prospects Quotes, Estimates, Notes Orders, Credits & Returns Receive On Account Aging, Statements Documents Sales History Warehouse Inventory Customer & Item Documents Multi-Language Works Offline Route, Inventory & Order Management Inventory Management Items, Kits Serial Number, Lot Tracking Expiration Date, FIFO/LIFO All Types of Transactions Reason Codes, Notes Pick, Pack, & Ship Reorder Points & Planning Barcode Labels & Scanning Multi Site, Warehouse, Bin Mobile Inventory App Order Management Customers Sales Orders Credits, Returns Dispatch Orders Work Orders Invoicing Quotes Inventory Integration Accounting Systems Integrations Mobile Sales App Route Management Driver & Route Setup Customer Assignment Inventory Assignment Cash Settlement Inventory Settlement Route Reports Signature Reviews Timeline & GPS Tracking Integration With Other Systems Mobile Management App   +MORE

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Wonder Rewards

Wonder Rewards

Wonder Rewards is a global provider of end-to-end digital customer loyalty and engagement solutions that drive incremental sales, serve up a better understanding of customer shopping behavior and actionable insights, and personalize the shopping experience. We offer an Alliance Loyalty Marketing Platform with millions of shoppers engaged in the "spend", "earn", "redeem" transactional cycle, with greater redemption value and spending power, than any other rewards program. Add value, not lower price, to transaction: NO Startup Costs, NO Recurring Fees 100% digital, proven technology.  No cards. No keytags Integrate online and offline sales Best CRM Analytics that drive and increase sales Strengthen the relationships with customers  POS Integration – Plug-in application, compatible with any POS                              (Eliminate Integration Costs) Intelligence-Based Marketing Wonder Rewards analytics is based on Salesforce.com Marketing Cloud, providing data-driven insights that guide business decisions and optimize marketing campaigns.  Supercharge your customer acquisition, retention, upsell and cross-sell strategies.  Gain a deep understanding of your customers and build stronger relationships with analytics that are automated, smart and predictive. +MORE

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IBM Watson

IBM

Welcome to the era of cognitive business From Watson apps to full-scale solutions, IBM's cognitive technologies understand, reason and learn. Watson products and APIs can understand all forms of data to reveal business-critical insights, and bring the power of cognitive computing to your organization.  Watson APIs  Use Watson language, conversation, speech, vision and data insight APIs to add cognitive functionality to your application or service.  Watson Discovery Rapidly build a cognitive search and content analytics engine. Watson Discovery helps developers quickly ingest data to find hidden patterns and answers, enabling better decisions across teams.  Watson Conversation Quickly build, test and deploy bots or virtual agents across mobile devices, messaging platforms, or even on a physical robot to create natural conversations between your apps and users.  Watson Virtual Agent Quickly configure virtual agents with company information, using pre-built content and engage customers in a conversational, personalized manner, on any channel.  Watson Knowledge Studio Teach Watson to discover meaningful insights in unstructured text without writing any code. +MORE

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LiveRamp Connect

Acxiom

Onboard your data and unleash new possibilities. Data Onboarding with LiveRamp Connect brings your CRM, sales, and other customer data into the digital marketing applications and media platforms you use every day. When your data is activated for use in online marketing campaigns, so much more is possible. LiveRamp Connect anonymizes and then matches your anonymized CRM and purchase data to online devices and digital IDs through a secure, automated process that protects consumer privacy. Data segments are then distributed to your preferred marketing and media platforms for measurement, targeting, and anonymous reach, one-to-one marketing. +MORE

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Kitchology

Kitchology

Kitchology is the first company to create an integrated social cooking platform for the 160 million people dealing with special diets and the suppliers who sell to them $500B in groceries every year. It is available on the web and as free app. Consumer find a recipe of interest? Using machine learning, we substitute ingredients creating a set of better new recipes taking predicted pantry stockings into account. A recipe can be modified typically  to up 15,000 variations to accommodate diets. Consumers plan to shop? We prepopulate shopping lists, suggest additional ingredients to buy, and make product recommendations. We stay with the cook during the cooking process and use a social graph to connect them with others. Suppliers use Kitchology for access to unique analytics used for marketing and product design. They also publish content and present offers on the platform while the consumer is doing meal planning and shopping. Kitchology is big data for special diets.  +MORE

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Store Management Suite

LOC Software

Store Management Suite (SMS) is a complete set of applications, supporting single to multi-store chain environments. SMS is a client-based retail solution providing a seamless, integrated software suite that manages point of sale, back office, corporate office, warehouse and all aspects within the retail enterprise. The suite contains modules that are typically outsourced, including bank integration, customer loyalty, labor management, mobility, pay-at-the-pump, digital signage, and more. +MORE

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reach | engage

reach influence

Each of your shopper’s experiences may be unique, but you have the same goal in mind for all of them—provide an experience that will bring them back time after time and continue to spend more. [ri] has the expertise to design a custom engagement program for you to implement in your store. +MORE

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Solutions for Brands

MyWebGrocer

MyWebGrocer Media: Reach consumers at the point of decision and put your brand in front of the largest digital audience 100% focused on groceries.  Marketing Solutions: Our native content and tools, weekly sales information, diverse grocery audiences, and valuable data about online grocery shopping habits is what makes us stand out. Marketing solutions help your brand stand out on grocery retailer sites, and many of these approaches can be applied across the web when you need additional reach and want to support broader shopper marketing initiatives.  Data & Insights: We help our advertisers to understand the value of reaching digitall engaged shoppers, and learn about online behavior that can inform media strategy. MWG offers a variety of studies to gauge campaign impact, provider a 360 degree view of consumer behavior.  Audience Extension: Identify preferred geographic, demographic or purcahse intent user segments, and MyWebGrocer's media optimization team will target consumers across the web to drive retailer engagement and product awareness. Leverage the full complement of MWG dynamic ads, circulars content, brand destinations and audience data & insights. Maximum reach, maximum awareness and measurable impact to in-store sales.  +MORE

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