Customer services

Personalized Wellness

ScriptSave® - WellRx

As a nation we spend over $5 trillion a year to feed our bodies.1 That’s the value of food sold each year in the United States through retail and food service including nearly 38,000 supermarkets, an estimated 150,000 convenience stores, and over one million restaurants. The U.S. food industry is immense, touching every person in the nation every day. We then spend trillions more each year taking care of ourselves. The U.S. healthcare industry is massive, projected to be over $5 trillion a year by 2025 and representing an estimated 20% of the country’s GDP.2 So we have two titanic industries that touch each consumer… and yet food and healthcare are largely disconnected. Plus, with 40,000+ unique products in a typical grocery store, the choices are overwhelming to the average consumer trying to shop for foods to appease any number of nutrition-sensitive health conditions. Personalized Wellness At ScriptSave, our vision of personalized wellness aligns managed care organizations, healthcare providers, employers, food manufacturers and retailers to improve and maintain the wellness of each individual. The power of the personalized wellness vision lies in the economic benefits provided to each member of this ecosystem. The personalized wellness food-health supply chain begins with the individual consumer, an understanding of his or her health condition, and food products beneficial to that condition. As the source of food, retailers become, in a sense, an extension of personalized healthcare, and a trusted partner in wellness for each individual. What better loyalty for a retailer than helping customers live healthier lives? Public Health Implications The implications from a public health perspective are enormous. 70% of Americans are on at least one prescription drug and 60% of the U.S. population is dealing with at least one chronic health condition. Our aim is to evaluate food products based on their nutritional attributes and provide insight to possible grocery alternatives that are more favorably aligned with each shopper’s personal health and wellness goals.  Our vision is no less ambitious than to improve health outcomes for millions of individuals. ScriptSave is mobilizing key participants to realize the Personalized Wellness vision. Purchase validation of beneficial products creates a powerful feedback loop Improves future recommendations Powers performance-based incentives provided by managed care organizations Helps providers drive improved outcomes Provides brand manufacturers powerful insight to shopper needs  The Rise of Artificial Intelligence It is only recently that artificial intelligence data and technologies are available to personalize, at a product level, food recommendations that are beneficial to each individual. Deconstructing nutrition information to countless data attributes enables powerful linkage between health conditions and the hundreds of thousands of food products available across the United States. What makes it all work is the ability to convey personalized food guidance to the individual via the smartphone in their hand while in the store aisle. “Food is the area consumers really want to deal with the most,” states Jane Sarasohn-Kahn, health economist for Think Health. “Nobody really wants to take medicine. People would rather project-manage health through food as prescription.”3 A recent meeting with a physician group highlighted the shortcomings of efforts to date as doctors explained patients forget nearly everything within 24 hours of leaving the office. Perhaps what is most powerful about the personalized wellness vision is that everyone across the food-healthcare supply chain benefits from improved health outcomes and quality of life for the individual. Retailers gain stronger customer relationships as they come to be viewed as true partners in wellness, and consumer goods brand manufacturers have a path to redemption from the processed foods abyss. 1 “U.S. Food Retail Industry - Statistics & Facts”, Statista, www.statista.com/topics/1660/food-retail/ 2 Mark Hagland, “Medicare Actuaries: U.S. Healthcare Spending to Soar to $5.631 Trillion and 20.1 Percent of GDP in 2025”, www.healthcare-informatics.com, (July 18, 2016) 3 Drug Store News, Future Trends: Self care, wellness shift to drive innovation in new, emerging health segments, www.drugstorenews.com, (August 18, 2017) +MORE

Whatever the Question, A.I. is the Answer Because Nobody Likes Calling Customer Service

Susan Galer , Forbes SAP voice

Bejoy Narayana, CEO of BoodsKapper, develops AI applications that can cut down customer problem resolution time by a factor of 10. Give us your superstar customer service representative, and we’ll provide an AI application that replicates their behavior, reducing problem resolution time from 10 minutes to one. This is what I heard and saw from Bejoy Narayana, CEO of BoodsKapper at the recent SAP Financial Services Innovation Summit held at the SAP Leonardo Center in New York. The Texas-based startup develops AI applications on the SAP Cloud Platform designed to not only ferret out what customers want quickly, but also communicate in their preferred medium – using any texting app or moving to a telephone conversation.   “No one likes calling customer service, and we believe that experience can be much better by training the software to behave like the ideal customer service representative, getting to the point quickly to provide a solution for busy people,” said Narayana. “Modeling the actions of a company’s best customer agent, we can train the AI engine to be up and running in weeks just as you would a new employee. This can cut down interaction times by a factor of ten.” Creating a Human-Like Dialogue…Read the rest of this article by Susan Galer on Forbes SAP voice Posted on the CART blog with permission from Bejoy Narayana, CEO BoodsKapper +MORE

ScriptSave® WellRx

Medical Security Card Company LLC.

Discount Rx Card & Prescription Price Comparison Cost and inconvenience are the biggest reasons people don't take their prescribed medicines. ScriptSave WellRx wants to remedy that and help people enjoy better health. Start saving on your family's prescription medicines! Search for savings on prescription medicines and compare prices at pharmacies near you. With the ScriptSave® WellRx mobile app, you can find the prescription medicines your family needs at the savings you love. ScriptSave WellRx is the trusted resource that makes prescription medicines more affordable and easier to manage because ScriptSave WellRx cares about helping people stay healthy. ScriptSave WellRx is free to join. And, we're accepted nationwide at more than 62,000 pharmacies. It's easy to start saving on prescription medicines for your entire household – even pets! Simply download the ScriptSave WellRx prescription discount app to your iPhone or Android Phone, enter a drug name, and compare prices. You can open the app any time, anywhere to search for the best discount at pharmacies near you. Simply show your printed or digital prescription discount card when you go to pick up your prescription and enjoy the best possible deals on your medications. +MORE

Connect

Grab and Go Automated Commerce

Accel Robotics

We are building a ‘Grab and Go’ vision-based automated shopping system. Think about this like an Amazon Go solution for everyone else. +MORE

Connect

Grocery is Going Digital. The Time is Now.

CART

Online grocery sales are growing fast. A recent report released by FMI and The Nielsen Company states that 23% of U.S. households purchased groceries online in 2016, up from 19% in 2014, and representing an estimated 4.3% of U.S. consumer retail food and beverage spending. The report goes on to state that as many as 70% of U.S. consumers will be buying groceries online by 2025, spending more than $100 billion, an estimated 20% of consumer food and beverage spending.1 Grocery is going digital far faster than many predicted and the time is now for traditional retailers to stake their claim. +MORE

Download

BoodsKapper Retail bot

Boodskapper

This is our service for the retail industry and is primarily delivered through Facebook Messenger.  Consumers are able to send a picture of an item and ask if the retailer carries the item. The software is able to look up a retailer's catalog and answer the question.  Two-minute simulation here best explains the solution: http://www.boodskapper.com/#!retail/jjvu4 In this simulation, retailer has no prior record of the customer. Customer starts an organic conversation from Messenger, just as people do in life. BoodsKapper assists the customer to locate an article at the store. The customer picks up the conversation thread several months after the purchase and enquires about a variant of the item purchased. An organic conversation ensues and a purchase is made.is Deep reporting:   We would argue that information gold for the retailer are the conversations that your customers had with you through various channels. Our AI algorithms automatically find the meaning of the written text and use that to make the conversational response. As the meaning of conversations is analyzed and documented in real time, it is possible for us to enhance traditional reporting with this information. +MORE

Connect

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

Connect

Mobile Checkout

FutureProof Retail

The Mobile Checkout retail platform digitizes brick and mortar stores, bringing the convenience and personalization of eCommerce to physical retailers and their customers. Mobile Checkout Eliminates the Lines Mobile Checkout is a brandable iOS and Android app, a better system than self-checkout for the complete shopping experience from scan to payment. Private White-label Retailers deepen the customer relationship and own the install by deploying the platform as their own-brand staff and shopper apps. Scan Products Customers scan and bag while shopping. Mobile Payment Pay securely with credit card or mobile wallet directly through the app. Skip the Line Customers never wait in line to check out. Customize to your needs Expand the system with functionality like loyalty programs or counter service mobile ordering.     +MORE

Connect

It’s Independent Retailers Who Are Better Poised to Take Advantage of Technology


Chris Cialone, Wonder Rewards, Director of U.S. Sales Operations

Usually it’s the big chains that get the credit for leveraging the latest in technological innovations. We’re all used to seeing the splashy headlines announcing Kroger, Ahold or Amazon about to launch another new tech-centric feature or capability.  And it makes sense, one would think – the big guys have the big budgets, have innovation labs, and have R&D funding.  But independents have something the retailers don’t have – faster and nimbler decision-making abilities. Unfortunately, many independents don’t capitalize on this strength, waiting instead for technology to filter down – and by then, customers aren’t as excited and any point of differentiation is long gone. Today’s regional supermarket chains should find partners that can provide them a technological edge. Companies like Wonder Rewards, who have the ability to launch a turn-key, 100% digital loyalty marketing program that drives incremental sales by attract new customers, retaining the best customers, and offers up-sell and cross-sell opportunities. Wonder Rewards uses transactional data to: Plan out a responsive customer journey Analyze data for insights and segmentation Design marketing campaigns using insights Execute those campaigns with offers and content in personalized texts, notifications or email Report on results, re-calibrate and optimize campaigns What other technology is under-utilized by independents? Globalization. Technology has made the world smaller, it is now possible for a local grocery retailer to expand their customer base to include consumers in other countries, and these consumers LOVE American-made consumer packaged goods. There is a high trust factor to consumable products made in the US under stricter government safety regulations that exists outside of the US. Technology, like that made available to independents allows products sold by grocery retailers to be sold and delivered to the doorstep of millions of consumers in Asian countries.  In another example of an attention-grabbing headline from a big chain, last August Kroger released a statement saying that “e-commerce enables Kroger to quickly scale to reach new customers and markets where we don't operate physical stores, starting with China.” And that the arrangement will “meet Chinese consumers' growing demand for high-quality, organic food products.” Independent stores can now do the same with the Wonder Rewards online marketplace. You can expand the size of your customer base from your local market area to include millions of Chinese consumers who appreciate the value and quality of American made consumer package goods.  A logistic partner manages the process from product placement on the online marketplace to shipping direct to your new Chinese customer’s doorstep. E1 Marketing Edge is an example of an emerging tech-centric company that can expand the size of independent retailers’ market from those within a reasonable driving distance to a global audience, regardless of language or culture. Interested? Stop by booth # 1204 at NGA to learn more. +MORE

The Age Of Assistance: Learning How To Survive & Thrive

Caroline Brady - Product Integration & Marketing Specialist, Pointy

The death of brick & mortar, the retail apocalypse and the closure of big box retailers have all been frequently featured news topics in the past few months. With more and more customers choosing e-commerce many brick & mortar stores are struggling to stay afloat. So what are the main influences that have caused this change in buyer behaviour? Thanks to smartphones, the process of buying online has become even easier & more efficient. Now customers can simply search for the product they want on Google and buy it from an online retailer at the click of a button. The path to purchase online is clear for the customer – the product is easy to find, its stock status is known and the delivery date is certain. By comparison, buying a product from a brick and mortar store is often a much more complicated and uncertain process. Customers often don’t know where to find the product, if it’s in stock or if the store is even open – this leaves a lot of unanswered questions for the customer. The differences between these two experiences may partly explain why more and more people are choosing online instead of in-store.  So what can retailers do to stem this flow from in-store to online and attract customers back to the main street? A good place to start is by looking at the most recent trends in consumer search behaviour and seeing how retailers can capitalize on these.  Product Searches vs Store Searches The introduction of the smartphone has changed the way we search. With ready access to a computer in our pockets people are spending huge amounts of time online but their sessions are very short. Customer’s attention spans have decreased significantly and they expect instant answers to all of their search queries. The graph below compares searches for different toy products over searches for toy stores in the last 90 days. It highlights the increase in specific product search queries and shows that customers now have clear intent when it comes to searching online. Currently, most retailers rank number one when you search for their store’s name on a search engine like Google. However, even if someone is 50 feet away from their store searching for their best-selling product, the customer is most likely going to see an Amazon result rather than their local store. In order to capitalize on this recent change in search behavior you need to display your products online. The problem is that getting all your products online requires a huge amount of work and resources. Pointy makes displaying products online a whole lot easier. We create a webpage displaying all of your store’s products together with listing key contact information for your store. These pages are optimised rank well in this changed search environment. Path To Purchase With Products Displayed Online Displaying your products online together with having key contact details present on each and every web-page for your store removes many of the barriers and uncertainties customers are currently faced with when looking to buy products in-store. By removing these barriers the path to purchase from search to sale in-store begins to look very similar to that of buying online, thereby attracting more customers back to brick and mortar stores. A recent study conducted by Google found that 50% of customers who conduct a local search on their smartphone visit a local business within a day and 18% of these lead to a purchase within a day. Customers who are doing local searches for products are usually in a hurry. They want the product now and they are not willing to wait for shipping. By providing customers with instant gratification brick & mortars can actually beat Amazon. Many of our Pointy retailers say that the in-store experience they provide is one of the biggest strengths. Displaying your products online means more customers finding your store and visiting it. In-store purchases will improve the likelihood of repeat visits and gives the retailer a great opportunity to up-sell. What’s more, it allows you to develop a relationship with your customers that online retailers simply cannot mirror. (Retailer Testimonials: here) +MORE

ShopAdvizor, Join the new shopping experience!

Diego Chorny, CEO, ShopAdvizor

ShopAdvizor, the first collaborative community that reinvents the shopping experience by bringing value to consumers, retailers and brands, while generating double-digit sales increases  The last decade has witnessed heavy changes related to our shopping experience, where the consumer demands constantly more: ratings & reviews, rich content and relevant information in order to make the right decision. Hotels, restaurants, drivers ... almost everything is analyzed and rated by the user. ShopAdvizor understood that specific new need for the consumer goods industry and thus, developed an innovative collaborative model. Our French market has been our case of success, where ShopAdvizor already has more than 1,000,000 users and 3,500 brands participating, with Carrefour as a strategic partner. Uruguay was recently launched and 2% of the households are already members, while US, México and Spain are the next markets in the expansion plan. What is ShopAdvizor? It’s the first community where consumers, retailers and brands interact, generating benefits for all 3 stakeholders. ShopAdvizor allows consumers to try out millions of products for free -choosing them online and picking them up at stores- in exchange for their opinion and the generation of content and information for brands and retailers. Our app also allows shoppers to verify all needed information in order to make better purchase decisions. In ShopAdvizor everybody wins • Consumers try out millions of products for free in exchange for their opinion, and they save up to 30% in their purchases. In addition, ShopAdvizor processes data generated by consumers, retailers, brands and external sources to provide the consumer the best product information. Ratings & reviews, rich content, nutritional information decoded and promotional benefits allows consumers to have an improved shopping experience. • Retailers and Brands improve the relationship, fidelity and knowledge of their consumers along with a double-digit sales increase. The customer data ShopAdvizor processes, allows as to reach the consumers at the right moment with the right message. A unique community that provides solutions to real challenges: ShopAdvizor builds a closer relationship between the three parties by delivering different solutions under one collaborative platform: Ratings & Reviews - Content marketing: We have generated millions of certified ratings and reviews within the CPG industry that helps retailers and brands speed up sales, using them in all omnichannel touchpoints. We can nurture your platforms with recipes, videos and tips created by a trustworthy community. Targeted and discount coupons: ShopAdvizor gives retailers and brands access to Big Data regarding shopping and consumption behavior in order to deeply understand consumer and shopper needs and be able to deliver customized and targeted promotions and coupons. Online Market Research: Millions of interviews allows us to help you on shopper understanding in an efficient and disruptive model that allows you to connect directly with your desire target. Advertising: Manufacturers and retailers have also the possibility to communicate directly in the news feed of their customers at the right moment, offering promotions and valuable information to increase sales. It allows to pinpoint potential buyers who are considering your product and help you build highly accurate campaigns. How can retailers join the community? Is it easy? Can small retailers afford it? As a collaborative community every retailer can join, and they will be only charged for the sales the community generates. Totally risk-free! No matter the size, you will always play an important part and will have guaranteed results. ShopAdvizor France relevant information: • +1,000,000 users and 3,500 brands are already participating in the ecosystem. • With more than 12,000,000 million ratings and reviews, and rich content, ShopAdvizor has become the biggest source of consumer goods information in France. • Alexa shows the engagement level of ShopAdvizor users is slightly below Facebook but higher than Instagram, Twitter or any ecommerce of groceries retailers. • Awards: o HEC and Netexplo Observatory 2014: Finalist for most innovative initiative in France: Digital and Social Marketing. o ESOMAR: Case selected for the world congress 2014 o LSA France: Innovation Award in Marketing 2015 (France). • Selected among the 100 best of Spain, ShopAdvizor went to the conquest of Silicon Valley and was chosen by the Web Summit and the NRF Retail's Big Show to be part of its exclusive startups zone. Looking forward to The NGA Show this February. ShopAdvizor confirms its presence within the Center for Advancing Retail & Technology (CART) innovation section, booth 815. +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

As Major Grocery Retailers Continue to Invest Online, How Can Independents Compete?

By Gauri Munuswamy, Head of Sales, Mercato

Between 2013 and 2018, online sales of groceries have more than tripled, according to a 2018 report from Packaged Facts. The study predicts that as online options become more available and consumers become more comfortable buying groceries on their devices, online grocery sales will more than quadruple. It’s the tech-savvy, time-starved population, aged 18 to 35, which has propelled digital grocery shopping into one of the fastest-growing segments in retail according to USA Today. Convenience is at the top of these online grocery shoppers’ lists. In a 2017 Gallup survey, 9% of adults report ordering groceries online for pickup or delivery on at least a monthly basis, and that figure climbs to 15% among Millennials. Amazon and Walmart are the top players in online grocery, with other leaders including Instacart, Kroger, FreshDirect, and Peapod. Independents know they need to be online to compete in terms of the speed and convenience online shopping provides to consumers.  Some independents have answered that call with white label options. Others are opting for a full service solution to manage their online needs. The dilemma for independents isn’t whether they should offer the convenience of online ordering and delivery, but how to do it quickly and inexpensively without losing the in-store quality and care. With so many emerging technologies, it’s difficult to understand each option.  As a result, many merchants settle for online solutions that don’t quite offer the resources and data needed to stay ahead of supermarket chains. Getting online and integrating e-commerce is only a third of the battle, there’s also delivery and acquiring new customers.   Below are three options for independent grocers that want to offer the same convenience to their customers: 1. Build your own website To create an online store on your own, you need an e-commerce solution and often a whole new website. Independent grocers are constantly innovating and finding the most unique products on the market, but with some stores adding up to 150 new products per month - it can be difficult to find a solution on par with that kind of creativity.  You’ll also need full-time employees managing the dynamic inventory, coordinating deliveries, and handling customer service. These ongoing costs oftentimes do not prove profitable for many businesses. 2. Add a delivery service Most people order from local grocers within six miles of their home, but what about your customers that live farther away?  For those that want the convenience of a delivery service but aren't ready to get online, or their e-commerce platform partner doesn't offer delivery, using an on-demand delivery network might be the answer.  Mercato’s Order Management System (OMS) is a good first step because it allows independent grocers to tap into Mercato’s delivery network.  Stores can centralize phone and email orders by inputting customer’s information, order details, and payment information (cash or credit) for pick-up or delivery, with details accessible and centralized in one place. Mercato OMS features include: Leverage Mercato’s 10,000 plus courier network to deploy delivery within hours Search by customer name and automatically populate customer data and order history Easily organize and prioritize orders, from same-day to 30 days out Access a library of 300,000 grocery products for rapid order entry Enable targeted loyalty programs and special promotions with a robust CRM system Ensure state-of-the-art security for credit card processing and customer privacy 3. Harness the power of a marketplace Consumers use marketplaces every day to book hotels, find flights, and order food.  You can go from being a store with a simple website to also having a branded, customized storefront on a dynamic marketplace where hundreds of thousands of customers shop daily! With costs continuing to climb - for everything - from workman’s comp to the minimum wage - it’s getting increasingly  difficult to keep operational expenses down.  Working with an online marketplace and order management system can help independents streamline processes and save thousands of dollars in time and manpower. Mercato caters only to independents with technology that is customizable, built for flexibility and control. You can be as hands on or off with the platform as you’d like. The online ordering system seamlessly integrates with existing operational workflows and any existing point of sale (POS).  Rather than trying to coordinate each additional service on your own, Mercato integrates into one full-service solution and supports you with the following: Delivery - With Mercato, the store can use Mercato’s national courier network (up to 16 miles) and/or manage its own deliveries and charge by zip code. Marketing - OK, so your online store is up, but how do you drive customers to it? Many grocers partner with outside agencies while others manage the marketing themselves. Mercato offers  a complimentary marketing strategy specific to your store. It profiles existing customers, builds brand awareness to acquire new ones, and maximizes the lifetime value of each customer. Through targeted advertising on Google and Facebook, Email and SMS retention campaigns, and Mercato-funded promo codes – the system tracks which channels perform best. Service - Mercato works with you as if they were your own staff. As the son of a grocer in Brooklyn, New York, Mercato’s founder and CEO Bobby Brannigan grew up understanding how customer service and quality are at the heart of a successful independents’ business. The Mercato team embodies that same attention to customer care as a result. Each order, delivery, payment, even refund, is professionally handled so you can focus on the in-store experience. Major grocery retailers continue to double-down online, it’s an important time for independents to examine their options.  They just need to make the right choices for them, and their customers. +MORE

Tastry aims to shape the alcohol and food industries with the launch of new wine & food pairing platform

Katerina Axelsson, CEO , Tastry

Tastry, an AI company that uses flavor chemistry and machine learning to recommend products based on an individual’s palate and preferences, announced today the launch of their food and recipe pairing platform. Although food and wine pairing isn’t a new concept, Tastry has identified drivers for a change in this sector both for the consumer and for food and CPG manufacturers.  Their current wine recommendation platform has a proven 45% increase in consumer satisfaction and an average 3-5% lift in category sales for participating retailers.  Tastry’s data can help manufacturers predict and develop delicious, memorable foods targeted for an individual as well as cut R&D costs and predict emerging wine and food trends per shopper both regionally and beyond. Their new food pairing and recipe platform will offer recommendations based on what bottle of wine is being purchased, the dish being served, and even the occasion for a gathering. “We are excited about the launch of our new platform and the robust recommendations it will provide for customers, ” said Katerina Axelsson, CEO of Tastry.  “We believe that this new platform will allow consumers, CPG developers, and retailers to have a very personalized and informative experience as we continue to grow and increase our market presence.” Tastry has plans in the near future to release a recommender in the cannabis sector and will be issuing details shortly. To receive this information upon release, email Starr@tastry.com About Tastry: An AI company based in San Luis Obispo, California. Their patented technology has the ability to evaluate consumer taste preferences to sensory-based products using analytical chemistry, machine learning, and AI. Tastry has accurately taught a computer how to taste. The technology serves retailers by providing science-based suggestions for product development, inventory purchase, and direct-to-consumer recommendation. +MORE

Pointy

Pointy

Get your products online instantly. More customers through your door. Your products appear online Carry on as normal. Your products will appear on your Pointy Page automatically. No data entry needed. Simple to Set Up Pointy works with your existing barcode scanner. Just plug it in and you're ready to go. No Maintenance We maintain your Pointy page. There’s no on-going work to do! Visible Everywhere From laptops to iPads and smartphones, Pointy will help people find your products.  Integrate with Google "See What's In Store" Google's "See What's In Store" gives shoppers an additional way to discover what your store sells, directly on the Google search page. It's an effective way to attract more customers.  Expand your online presence even further Pointy ProductAds is an optional feature that runs high-performing ads on Google for all your products automatically. You have total control over the daily budget and geographic targeting range. No Commitment If you are not happy, you can leave at any time. +MORE

Connect

​SmartAisle and The Rise of Voice-Powered Retail

Ethan Goodman, Co-Founder, SmartAisle

There are three converging retailer pain points and dynamics that have created a compelling and important market opportunity:  First, there’s an historic labor shortage in the US – for the first time ever, there are more job openings than people to fill them, and this is undoubtedly impacting retailers’ ability to put high quality workers on the floor to interact with shoppers.  Second, The “Amazon Effect” is putting intense pressure on brick & mortar retailers to deliver a user experience that meets or exceeds that of E-Commerce – for example, better personalization – or risk losing trips and sales to Amazon and other pure plays.  And third, shoppers are indicating that they are increasingly open to engaging with voice-based virtual assistants in the in-store environment in favor of summoning a human sales associates – 52%, in fact, according to a recent report from AdWeek. So, we created an innovative new solution to help retailers address these challenges head-on. Meet SmartAisle, the world’s first voice-powered in-store shopping assistant.  SmartAisle brings the power and simplicity of voice technology to brick & mortar retail stores in a completely unique and ground-breaking way.  Specifically, it is a patent-pending technology platform that combines an intuitive voice interface, connected LED lights embedded on the shelf and a powerful artificial intelligence engine on the back-end to help shoppers with product selection and education at the First Moment of Truth.  It’s incredibly easy for shoppers to use:  First, shoppers see a call-to-action on at-shelf signage with a prompt for what to say to initiate the voice assistant – for example, “Alexa, open SmartAisle.”   Next, they answer a series of simple questions audibly about their product selection criteria – for example, in whiskey, their desired type (bourbon, rye or scotch) and a target price range (like, under $50).  And finally, our algorithm selects up to 3 recommended products; reads out the product names, descriptions and other relevant information (like ratings & reviews); and lights their position on the shelf for easy identification.   Beyond providing an undeniably cool & novel experience to shoppers, the value our platform can deliver to retailers, as I insinuated at the beginning, is significant. SmartAisle can do everything from enhance at-shelf navigation, selection and education to help close the sale; to capture and report incredibly valuable data about shoppers’ at-shelf behaviors and interactions, and allow retailers to optimize their staffing decisions – not necessarily replace human associates, but rather augment their capabilities and allow them to focus on other key tasks And we think SmartAisle does these things better than any available competitive options today, bet it:   Store associates, who in most cases have limited product knowledge, and whom shoppers sometimes avoid because they’re seeking discretion or don’t want to be “sold.”  Be it traditional at-shelf signage, which can only deliver static content and can’t capture shopper engagement data.  Or be it mobile apps, websites or bots, which require shoppers to have necessary hardware, software or browsers, and a reliable internet connection, and whose screen-based experiences can create barriers to speed.  At this point I’m sure you have all sorts of questions. Here’s my best effort to address the ones most frequently asked by clients and prospects alike:  Do I have to use Amazon Alexa as the underlying AI platform? No. SmartAisleSM is platform-agnostic, and can be built using other comparable AI like Google Assistant.  Has it been executed in a live store environment? Yes. We successfully ran a 2-month test with a boutique wine & spirts store in New York City, and just signed a contract for a 5-store test with a national liquor store retailer on the West Coast (set to launch this December).  How does it perform? Very well. During our 2-month test, SmartAisleSM drove a 20% YOY category lift for our client, and shoppers told us it provided an experience that was “noticeably better”, “easier to use” and “more entertaining” than normal.   Does it only work for Alcohol/Beverage? No. SmartAisleSM is perfect for any retailer aiming to elevate the in-store shopping experience, particularly those in heavy-assortment, high-consideration and/or premium-priced categories like Beauty/Cosmetics, Electronics, Fresh & packaged Grocery, Health & Wellness, Home Hardware, Pet Care and Fashion/Apparel.   How complex is it to execute? Not very. A typical engagement takes 3 months to launch from contract signature to go-live, we handle the installation and all needed maintenance, and the only infrastructure requirement of clients is accessible power. How is it priced? For the time being, pricing is still determined on a case by case basis. But we’re planning to implement a standard per store, per month model in the coming months.   Our vision is to be the world’s biggest, best and most indispensable network of digital in-store shopping assistants – installed in tens of thousands of stores, serving tens of millions of shoppers, and generating millions of dollars in incremental sales for our clients – and we hope you’ll join us on that journey. For more information, visit www.smartaisle.io or email help@smartaisle.io. +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

ShopAdvizor

ShopAdvizor

Helping consumers to save money, improve an omnichannel shopping experience and allowing retailers and brands to improve their relationship with consumers. How to achieve all these objectives under one single company?  ShopAdvizor tries to satisfy these needs and cover these problems by launching the first collaborative community for the consumer goods that interconnects consumers, brands and retailers.  A community that creates a closer relationship between the three parties by delivering 6 main products and services; Content marketing:  Use certified ratings and reviews generated by members of our community who have tested your products. They influence on the choice of products and generates confidence as well as increases the credibility of consumers comments in relation to brand advertising. Allows the development of a social link with your consumers by allowing them to create content for your brands and products by activating their voice. Online Market Research: Our collaborative model allows us to develop online surveys providing brands with valuable data helping them to reach their business challenges. Targeted and discount coupons                ShopAdvizor gives retailers and brands access to Big Data regarding shopping and consumption behavior in order  to deeply understand consumer and shopper needs and be able to deliver customized and targeted promotions and coupons. Advertising Manufacturers and retailers have also the possibility to communicate directly in the wall of their customers in the right moment, offering promotions and valuable information to increase sales. It allows to pinpoint potential buyers who are considering your product and help you build highly accurate campaigns. +MORE

Connect

Social Media: The neglected customer service department

Charlie Luck, Display and Instagram Marketer at Cisco

In today’s perpetually connected world it is more natural to contact a brand via social media than the traditional phone call. The instant nature of all social media platforms beats email and sometimes even phone calls. No customer enjoys being put on hold! Knowing that they can tweet a query or complaint and receive a reply or resolution a few minutes later will give customers plenty of peace of mind. 1. Address the Complaints Quickly! When a customer complains about you on social media, it’s important that you respond, and respond promptly. Even if you can’t immediately fix the issue, it’s great to acknowledge the customer and their problem. A simple “thanks for the feedback, we will work to resolve this issue as soon as possible” can go a long way with a disappointed client.  Customers love to feel seen and heard. There is nothing worse than waiting forever for a response from a company when you have a problem with a product that you bought from them. People get angry when they feel that they have wasted their hard-earned money. If you respond quickly and positively to complaints on social media, you may be able to turn a disgruntled customer into a loyal and raving one with just a minute of your time.  A customer willing to take their time to bash a company through social media also has great potential to gush about that very same company if their experience is turned into a positive one. Turning a sour customer situation around is easy when a company is regularly active in responding to their customers’ complaints on social media. The company also can showcase their superb customer service skills to the rest of the world when quickly addressing customer complaints.  2. Entertain or Inform!  Social media should be eye-catching, and overall, fun. Scrolling mindlessly down the timeline is a difficult reflex to break for most social media users. You need to arrest that mindless, endless scrolling of the Instagram or Twitter feed with interesting, challenging or even controversial content. The more creative you are with advertising, the better.  Funny pictures, interesting quotes, even relevant video links can capture attention from your potential customers. Posting unique messages on social media will set your brand apart from other companies that offer similar products.  A customer will remember a funny picture advertisement that made them laugh for far longer than they would a boring sales slogan. Don’t forget the power of the share. They will also be more likely to spread that funny ad and tag their friends in it--creating, even more, potential customers.  For instance, “going live” is a newer social media feature that many companies can utilize to engage their customer audience. This feature could be used to show sales in real time, to introduce members of a store team, or to showcase an event and create buzz.  Using creative hashtags or employing instagram influencers on social media to start contests can also be an effective way of getting an audience’s attention. Involving customers and starting a conversation with them online generates more views which lead to more business. Companies need to be ahead of their competition by displaying an online presence that makes their product or service more exciting and engaging.  3. Use Social Media to Educate Using social media as an educational tool and not just for advertising can bring you more customers while also answering questions that many potential customers might have about your product before they decide to purchase it.  Businesses can creatively post facts about their company as well as answers to frequently asked questions on their social media accounts. By using this strategy, you are proactively providing customer service before a customer might individually come seeking help.  Social media helps to reach a wider audience in less time than one-on-one customer service may take. Lens.com created a customer knowledge database which compiled answers to a plethora of common questions that many customers had. This proactive educational step brought them a significant increase in customer satisfaction ratings. Giving the customer more information right up front could also lead to an increase in sales (knowledge is power, after all). 4. Take Customer Suggestions While customer complaints might seem discouraging, they are a great tool for businesses to build on. A complaint is feedback that you can use to better your product. No one can improve unless they know what it is that they are doing wrong in the first place. The only way to grow as a business is to listen to what the consumer wants, and to then give them what they asked for.  When a customer posts on social media that the ice cream shop was out of their favorite flavor, the owner of that shop can apologize, and now knows to keep more of that particular flavor in stock since it’s obviously become more popular than he/she knew. Social media provides the opportunity to connect with the consumer in an immediate and convenient way.   There is hardly anyone left in the world that doesn’t own a smartphone or tablet, and everyone checks their devices on a daily basis. Checking into social media several (and sometimes hundreds) of times a day has become the normal routine for more than 50%  of the human population. By building an eye-catching and substantial social media presence, you can make your brand indispensable to the daily lives of customers in a friendly, memorable, and non-invading way that they will appreciate.  Today, most social media platforms are interactive with one another, so it is best for businesses to keep all of their social media accounts linked. Some customers may prefer Instagram to Facebook, and if a business’s posts are shared among multiple social media platforms, they will have a higher chance of reaching a larger customer base. If brands fail to recognize the marketing tool that social media has become, they will miss out on the most impactful (and often, the most cost efficient) form of advertising and customer service that is available in this day and age.  +MORE

Caper

Caper Labs Inc.

AI Powered Retail -Checkout made easy. Just toss it in, and leave. With our next generation smart self-checkout cart, powered by deep learning & computer vision, items are instantly detected as they enter the cart. Customers can just toss the items in & leave the store.  Scan Scan the item as you add merchandise into the shopping cart. No app download required.  Pay Once you're done shopping, directly pay on the cart with your credit card.  Scan Scan the item as you add merchandise into the shopping cart. No app download required. Bag & Go Directly bag your items, skip the cashiers and be on your way! +MORE

Connect

Singularized Product Recommendations

Tastry, Inc.

Tastry is a multidisciplinary innovator in the fields of Artificial Intelligence and Analytical Chemistry which leverages hybridized Expert and Content-based Machine Learning and Flavor Chemistry to provide Multi-Criteria Recommender Systems. …we like to say we “Taught a computer how to taste”. +MORE

Connect

The CART Virtual Pitch Event / Spring 2018

Gary Hawkins, CART

Hundreds of participants joined a distinguished panel of retailers and wholesalers on May 15th, 2018, as they stepped together into the Innovation Gap with Sterling Hawkins, Head of Venture and Innovation at CART and David Ciancio, Global Customer Strategist for dunnhumby, for the Spring Retail Innovation Pitch Event 2018.  The first-ever live webcast retail innovation pitch event, held in partnership with Winsight Grocery Business and with support from ShoptoCook and Curbside, consisted of four ten-minute pitches from udelv, BeeHex, Brain Corp and Popspots. The chosen pitch companies were selected from over 250 applicants and represent the leading edge of innovation coming into the retail industry. "Emerging technology isn’t just a possibility to consider,” said Sterling Hawkins, "it’s become a necessity as the pace of change increases exponentially in tandem with the dramatic power shift from industry-driven decisions to savvy consumers who want to be reached how, when and where they want to engage. Emerging technologies are advancing at a rate that’s almost incomprehensible. When we combine the linear trajectory that most of retail is on with what’s technologically possible, it opens up a gap, The Innovation Gap." Key retail decision-makers understand the value of working in The Innovation Gap. Importantly, it isn’t just what’s technologically possible, it has to be economically viable. “Wholesale partners and panelists make the whole thing real,” said Sterling. “It’s in this space where we get to look at the business to understand not only what we can do differently but what we can actually do better, grounded in the reality of retail operations.” Dave Ciancio reinforced the importance of stepping into the Innovation Gap, explaining how even a seasoned, entrepreneurial global company like dunnhumby, with innovation part of it’s core DNA, now looks externally to keep on top of change to best serve their clients’ more than 800 million households around the world in a 1:1 personalized conversation. Adriel Lubarsky, Director of Business Development at udelv kicked off the pitches, and appropriately set the stage when he shared, “the future is going to be remarkable!”  udelv, announced as the CART Virtual Pitch Event / Spring 2018 winner, epitomizes the exponential change in the industry. The founders’ determined strategy to bring udelv’s self-driving delivery vehicle to market years before self-driving vehicles were expected to be on public roads places them squarely in position to shape the future of autonomous delivery with technology that actually works much like a human brain to crunch data and make decisions. Large enough to handle significant loads and capable of launching in any state, udelv is currently working in multiple industries with vehicles co-designed to meet and exceed delivery expectations, even mastering the cold-chain.  As an example, udelv is delivering groceries to Draeger's customers in California with customized, honeycomb insulated compartments ensuring fresh foods stay fresh and consistently cold. They’ve even moved beyond using a mobile app with their text-to-open technology. As eCommerce explodes, the future is certainly bright for the winner of the Pitch Event. Finalist Popspots is focused on cost-effectively solving the $26 billion dollar problem of out-of stocks for retailers using in-store technology and artificial intelligence. Popspot plays in the checkout aisles with a combination of smart racks and mini-computer screens so retailers can quickly be notified of out-of-stocks and work to recoup lost sales and generate a strong ROI. Cost-effective, and with weekly reports, centralized oversight and potential to share best practices between store locations, this solution is already making great strides in the industry. The CART Virtual Pitch Event / Spring 2018 finalist BeeHex was originally funded by NASA and maintains a strong commitment to R&D with solid funding and numerous awards. While the company’s 3D printing solution can be implemented in production facilities or in-store, BeeHex feels the ideal spot is in the bakery department, freeing team members to focus on customers, and letting the machines do the work. The BeeHex 3D Dessert Decorating tool cleanly and efficiently decorates baked goods with pre-filled, disposable pouches of frosting. Capable of reducing production time on simple or complex decorating projects, BeeHex generates a quick ROI and is ready to embrace making a decorator's ideas reality. Envisioning the future, the BeeHex mission ultimately is to personalize food to the individual customer. BrainCorp is developing intelligent self-driving technology for commercial equipment and is being initially implemented with robotic floor cleaners. Their dual mode robotic floor scrubbers can work manually or autonomously and only need a single training session to learn the route around the store. These intelligent robots provide reliable cleaning, improve employee safety and maximize efficiency and productivity with in-depth reporting. Their  inter-navigation software is the company's “secret sauce’ and their capability of maneuvering in real-life situations makes them safe to use around customers. ————————————————— Join CART and Winsight Grocery Business for the Fall 2018 Retail Innovation Pitch Webcast on Wednesday, October 10th! +MORE

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

Mercato

Mercato, Inc.

Mercato connects you to the best artisans, purveyors and merchants in your community, making it easier, faster and more convenient than ever to get the best food - delivered.  Designed by an independent grocer from Brooklyn, NY with a mission to help local businesses compete and win.  Get your store online in minutes. ​Get inventory online Search 100,000+ items in the Mercato product catalog by name, category, or product code, or upload an inventory file to get thousands of products online in minutes. Setup delivery preferences Set your delivery zone, minimumorder value, delivery fee, maximum orders per hour, and delivery speed, or decide to outsource it to the Mercato delivery network. Go live! Your store becomes visible on themarketplace, and you can start accepting orders. Order notifications are sent based on your preferences by email, sms, fax, and/or phone. +MORE

Connect

SmartAisle

SmartAisle

SmartAisle℠ is the world’s first Voice-powered retail shopping assistant. It is an innovative new technology platform designed specifically to revolutionize the customer experience in brick & mortar retail stores. Through a combination of an intuitive Voice interface, connected LED lights affixed to the shelf and a powerful artificial intelligence engine working behind the scenes, it provides expert product recommendations, education and support to shoppers at the all-important point of decision. +MORE

Connect

Upping the In-store Technology Game in Grocery: A Do-or-Die Proposition

Alex Goodwin, Aila Technologies

“The grocery business truly is at a digital tipping point, where every aspect of the shopper’s journey will soon be influenced by digital, and increasingly enabled by digital platforms.”                                                                                     — Chris Morley, President of U.S. CPG & Retail, Nielsen, January 2017 The summer of 2017 has seen retailers making moves to add new digital capabilities at a frenzied pace. Albertsons is revamping its e-commerce systems. Publix has declared that it will offer home delivery at all locations by 2020. Kroger is piloting “digital shelf-edge” technology that it hopes will enhance efficiencies in pricing and data collection. And that’s just to name a few. Spurred by Amazon’s surprise announcement that it would acquire Whole Foods in June, grocers and mass retailers in the food and beverage space have been racing to get a leg up on the competition by investing in technology that can capture data, create enhanced customer experiences, and activate new processes such as delivery and in-store online ordering. Amazon is a real threat to existing grocery chains, but it’s not the only one: Target is expanding its commitment to food and beverage, and the nation’s biggest retailer, Walmart, is “gaining [grocery] market share at an accelerating pace.”  With so much at stake in what amounts to a technology arms race, grocers must be strategic in the experiences they craft and the processes they enable. On the other hand, an overly cautious approach may also prove costly: as digital-first consumers are increasingly influenced by technologically sophisticated industry giants, retailers who fail to act decisively risk losing hardfought market share in this ultra-competitive industry. As the grocery world braces for increasing demands for e-commerce capabilities, grocers would be well served to consider enhancing those in tandem with their in-store digital offerings.  The Online Challenge To date, online ordering only accounts for roughly 3% of grocery sales in the US, according to the Shelby Report, although that number is expected to grow significantly in the coming years. While the last-mile logistical hurdles continue to be problematic, the one big edge that e-commerce gives retailers comes in the realm of data collection.  Every digital transaction provides a wealth of sortable data about shopping habits such as purchase history and frequency. It also provides an array of opportunities for personalizing the interaction. For instance, digital platforms offer numerous options for delivering product recommendations based on past purchases or to pair with products already in the virtual shopping cart. In addition to creating a more pleasant shopping experience, these are proven ways to drive revenue: a recent Mckinsey report indicated that cross-selling can increase sales by 20% and profits by 30%. Similarly, Amazon admitted way back in 2006 that 35% of its revenues come from its cross-sales and upselling efforts. While simple apps can provide automated cross-selling capabilities online, grocers must find ways to bring these and other revenue-generating opportunities into their brick-and-mortar locations. A Seamless Buying Experience, Online and In-Store With 97% of the reported $600 billion in grocery transactions each year taking place in physical locations, it is imperative that grocers provide a seamless experience across all shopping channels. Brick-and-mortar stores must be able to deliver the same capabilities that customers are increasingly expecting when they order online — ever smoother and more efficient transactions, as well as product recommendations, loyalty rewards and discounts, and enhanced brand interactions.  The future of grocery will be built upon an in-store digital infrastructure made up of a series of connected devices capable of bringing the convenience and personalization of the digital world into the supermarket aisle. This infrastructure can solve discrete problems for consumers — wayfinding, detailed product information, line-busting, product recommendations, couponing, and more. At the same time, it will serve more broadly as a platform for innovation for retailers, to experiment with exciting new brand experiences and digital efficiencies.  The traditional, bulky, custom-built legacy hardware systems simply don’t have the versatility to keep up. Furthermore, in an industry in the midst of transformational changes, investing in expensive, single-purpose devices risks locking companies into operational workflows that might soon be obsolete. Instead, the infrastructure of the future will likely be built upon powerful consumer-oriented mobile devices. Today’s tablets and smartphones possess the features and functionality to enable solutions that solve current needs, such as in-store price checking kiosks, ordering stations, and POS systems, while also providing the hardware capabilities and flexibility to enable a nearly limitless array of future experiences and use cases.  Retail stores today must act as showroom, warehouse, and fulfillment center, providing both product and information wherever and however their customers need it. To enable this, retailers will be well suited to have the following components in place:  A digital infrastructure (from price checkers to point-of-sale terminals to associate handheld tools) that delivers a seamless digital experience throughout the store, while also tracking data for analysis and optimization of the customer experience, inventory management, store layout, product location, and more. Smart handheld devices that empower associates with full access to product information and customer needs, improving efficiency and productivity. In-store kiosks that offer a branded, user-friendly interface that will make the in-store experience as convenient as shopping online, maximizing next-gen technologies. These tools are available now, and the grocery tech race is already well underway. To maintain the status quo or move slowly is to sink into obsolescence. Bold, decisive action to infuse brick-and-mortar supermarkets with the best elements of the digital experience will be critical to surviving grocery’s ongoing transformation. +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

Pages