BRP: consumers expect quick access to products and most retailers respond by offering same day delivery

According to the 2017 Digital Commerce Survey, Autonomous Fulfillment is the Next Step in Delivery as Self-driving Vehicles and Helper Robots Become More Prevalent

Boston, MA, 2017-Sep-22 — /EPR Retail News/ — According to a new report from BRP, consumers expect quick access to products and most retailers are now responding by offering same day delivery. Currently, 51% of retailers indicate they offer same day delivery, up from 16% last year, and within two years 65% plan to offer this service. Delivery via a third party service, such as Uber or Lyft has also increased (from 20% last year to 32% this year) as retailers look at different ways to offer customers the flexibility to shop, purchase and receive their goods on their own terms.

“With Amazon offering same day delivery in some markets, the push is on for retailers to get items delivered to customers as soon as possible,” said Jeffrey Neville, vice president at BRP. “Autonomous delivery and distribution are the next step with self-driving vehicles soon a reality and a few food delivery start-ups already testing the concept.”

Consumer behavior and mobile technology are dramatically changing the traditional retail model. Amazon continues to disrupt retail as it delves deeper into brick-and-mortar with the acquisition of Whole Foods. Meanwhile, bankruptcies and store closures make daily headlines, as the phrase ‘retail apocalypse’ becomes the topic of many conversations. These developments dictate retailers’ necessity to adapt to the new customer journey to accommodate the blurred lines of retail and innovative methods of shopping driven by mobile technology, artificial intelligence and rapidly changing fulfillment methods. To succeed, retailers may need to reinvent themselves to create an effective blend of the physical and digital worlds to maintain customer loyalty.

BRP conducted the 2017 Digital Commerce Benchmark Survey to understand the current retail challenges and the available opportunities for retailers as they face the future of retail. The key customer imperatives are:

  • Personal – Combining behavioral, historical and customer profile data empowers retailers to deliver tailored and relevant content to meet customers’ individual needs. 38% of retailers indicate that improving personalization is a top digital customer experience priority.
  • Ubiquitous – Customer expectations for a personalized, seamless experience require retailers to  follow customers’ journeys as they research and shop from anywhere. 49% of retailers will offer customers the ability to ‘start anywhere, finish anywhere’ within five years.
  • Unified – Retailers’ technology, processes and organization need to be unified and aligned across channels to offer a seamless and consistent customer experience. 54% of retailers indicate that creating a consistent brand experience across channels is a top priority.

To download the complete 2017 Digital Commerce Benchmark Survey, visit: https://brpconsulting.com/2017-digital-commerce-survey/.

The 2017 Customer Experience/ Unified Commerce Benchmark Survey platinum sponsor is Manhattan Associates and the gold sponsors are ECRSMi9 RetailNCR, and Radial.

About BRP

BRP is an innovative retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience | Order Management | Networks
Merchandise Management | Supply Chain | Private Equity

For more information on BRP, visit http://www.brpconsulting.com.

Source: BRP

BRP new white paper provides retailers tips on how to improve payment and data security across all channels

BRP new white paper provides retailers tips on how to improve payment and data security across all channels

 

New Report from BRP Offers Tips for Improving Payment Security both In-Store and Online

Boston, MA, 2017-Aug-16 — /EPR Retail News/ — According to a new white paper from BRP, fraudsters have become more sophisticated and retailers need to adapt new security tactics to protect their customers’ payment card and personal data. The Payment Security Update: What’s Next After EMV white paper provides retailers practical tips on how to improve payment and data security across all channels.

“While EMV has received most of the attention in the last few years, there are several other critical security strategies that play a much greater role in protecting sensitive payment card and personal information,” said Perry Kramer, vice president and practice lead at BRP. “It is imperative that retailers have the right strategies and controls in place to thwart the ever-increasing advances made by fraudsters.”

EMV doesn’t really offer data security functionality, for that, retailers need to look to end-to-end encryption (E2EE) and tokenization. BRP’s 2017 POS/Customer Engagement Survey recently found that 68% of retailers have implemented E2EE and 48% have implemented tokenization of payment data. Increasingly, retailers realize that simply meeting PCI compliance standards is no longer sufficient to protect customer data.

“Hackers are becoming increasingly sophisticated, requiring organizations to re-analyze and revamp their current security protocols to adequately protect their customers’ payment and personal data,” said Ryan Grogman, vice president at BRP. “Retailers who have not implemented these technologies are at high risk, as the likelihood of being targeted by hackers increases every day.”

The challenge lies in deploying a comprehensive security strategy that mitigates risk, while at the same time protecting and maintaining corporate advances in unified commerce initiatives. The development of a synergistic payment security strategy is imperative, and must incorporate industry best practices in order to ensure an appropriate balance is struck between the customer experience and data security.

This white paper provides insights on the following topics:

  • Baseline Payment Security Measures
  • A Multi-Tiered Security Approach
  • The Rapid Growth of Omni-Channel Transactions’ Impact on Tokens
  • The Shift to Online Fraud
  • Increased Mobile Transactions Create Additional Security Complexities
  • Quick Wins to Beat Online Fraud
  • Quick Hit Protective Tactics

To download the complete WHITE PAPER: Payment Security Update: What’s Next After EMV?, visit: https://brpconsulting.com/2017-white-paper-payment-security/

About BRP

BRP is an innovative retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience | Order Management | Networks
Merchandise Management | Supply Chain | Private Equity

For more information on BRP, visit http://www.brpconsulting.com.

Source: BRP

BRP report: Retailers plan to use Innovative Technologies to Improve Customer Service

BRP report: Retailers plan to use Innovative Technologies to Improve Customer Service

 

According to the 2017 Customer Experience/Unified Commerce Survey, Savvy Retailers are Planning to use Innovative Technologies to Improve Customer Service

Boston, MA, 2017-May-23 — /EPR Retail News/ — According to a new report from BRP, 55% of retailers are focused on optimizing the customer experience to increase customer loyalty by improving the mobile shopping experience and creating a unified experience across all channels.

“The customer experience in a unified commerce world is much more complex than it is in a pure play e-commerce or brick-and-mortar retail environment and we are seeing retailers map out the entire customer journey to design the optimal customer experience,” said Perry Kramer, vice president and practice lead at BRP. “This complexity expands exponentially as the proliferation of social media, the Internet of Things, (IoT), artificial intelligence and machine learning influence the retail world and more specifically, the customer journey.”

Stores must now encompass both worlds – the sensory experience generally available in the physical world, such as touching and feeling merchandise and personally interacting with a knowledgeable associate – whether simply human or a combination of AI and human characteristics – married with the unique and personalized shopping experience common in the digital world. The physical and digital worlds are forever intertwined as we look to the future.

BRP conducted the 2017 Customer Experience/Unified Commerce Benchmark Survey to understand retailers’ customer experience priorities today and for the future, and how the evolution of unified commerce helps provide retailers with the right people, processes and technology to enable retailers to enhance the customer experience.

The key customer experience capabilities are:

Educate – One of the areas of greatest improvement is the offering of social media as a research option for customers to learn more about the brand and products. Overall utilization is up from 73% of retailers utilizing it last year to 92% this year, however, many retailers indicate that their current social media offerings need improvement.

Engage – Most retailers have plans to implement new technologies to identify customers via their smartphones, mobile applications and other emerging technologies. Within three years, 59% of retailers plan to use Wi-Fi and 63% plan to use mobile apps to identify customers in their stores.

Execute – 67% of retailers are offering a consistent product assortment across channels; however, many retailers are still struggling with manual processes as 43% indicate the processes need improvement.

Enhance – Retailers realize the importance of utilizing customer insights gathered from social media as 89% of retailers are now using social media comments as a critical customer satisfaction measurement, up from 59% last year.

Enablers – Enhanced networks are a critical requirement for a unified commerce environment and 76% of retailers plan to enhance or replace their network within the next three years.

To download the complete 2017 Customer Experience/Unified Commerce Benchmark Survey, visit: https://brpconsulting.com/2017-unified-commerce-survey/.

The 2017 Customer Experience/ Unified Commerce Benchmark Survey platinum sponsor is Aptos and the gold sponsors are Cayan, ECRS, Experian Data Quality, Fujitsu, Manhattan Associates, Mi9 Retail, NCR, Netsuite, PCMS, Radial, Tyco Retail Solutions.

About BRP

BRP is an innovative retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience | Order Management | Networks
Merchandise Management | Supply Chain | Private Equity

For more information on BRP, visit http://www.brpconsulting.com.

Contact:

David Naumann
916-673-7757
mailto: dnaumann@brpconsulting.com

Source: BRP

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QuickPivot partners with BRP to deliver seamless customer experiences before, during and after purchase

Boston, MA, 2017-Jan-13 — /EPR Retail News/ — QuickPivot, the SaaS cross-channel marketing platform enabling B2C companies to market at customer speed, today (January 10, 2017) announced an alliance with Boston Retail Partners (BRP), the market-leading consultancy helping retailers optimize their business and technology processes to deliver seamless customer experiences before, during and after purchase. This alliance combines QuickPivot’s Cross-channel, Campaign Management (CCCM) platform, which enables marketers to deliver coordinated customer experiences across all channels, with BRP’s strategy, integration and implementation services to help retailers quickly realize the benefits from faster, smarter marketing decisions.

As many as 70% of smart-phone users research products while in the store (GoogleThink), and consumers who purchase through multiple channels tally 30% higher lifetime value than those who do not (IDC). These are just two statistics in a sea of evidence that point to the value of omni-channel customer experiences, and why building a world-class marketing architecture is a priority for so many retail CMOs and CIOs.

“BRP recognizes that coordinated, omni-channel experiences are a consumer expectation,” said Walter Deacon, Principal and Founder at BRP. “Retail marketers are smart and creative, but their hands are often tied by legacy marketing suites or emerging point solutions that miss the mark. QuickPivot’s marketing suite aligns well with BRP’s vision for a complete, contemporary marketing hub designed for omni-channel retailers. This alliance offers retailers a one-stop-shop solution to plan, execute and measure omni-channel marketing programs from one platform.”

Ken Marshall, CEO of QuickPivot added, “We’ve been working hard to create powerful and intuitive software for retailers. We couldn’t be happier to have BRP as a partner. BRP brings an impeccable track-record of delivering client value and has worked with hundreds of retail brands across the country. We look forward to providing the capabilities that align with BRP’s vision, and to drawing on their vast retail experience to make our platform even better.”

BRP is an innovative and independent retail management consulting firm dedicated to providing superior service and enduring value to its clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology and process solutions. The company focuses exclusively on the retail industry and consults in three key areas: IT strategy, vendor selection and project implementation. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience & Engagement | Order Management
Merchandise Management | Supply Chain | Information Technology

The company is a recognized thought leader in the retail sector and continually takes the pulse of the industry through benchmark surveys including the industry-leading annual POS/Customer Engagement Survey they have published for 18 years. In addition, the company publishes benchmark surveys on Customer Experience/Unified Commerce, Digital Commerce and Merchandise Planning. For more information, visit www.bostonretailpartners.com.

About QuickPivot

QuickPivot™ delivers fast, powerful, easy-to-use software for smart and nimble marketers with big ideas. The QuickPivot Cross-channel, Campaign Management (CCCM) platform combines big data analytics, discrete customer journey insights, visual and intuitive segmentation, and simplified customer journey mapping in one unified SaaS offering. Winner of several industry innovation awards, the QuickPivot platform enables marketers to deliver coordinated customer experiences across all channels, measure results in real-time, and refine marketing programs to improve performance. As brands look for cost-effective ways to drive rapid campaign creation and execution, QuickPivot is emerging as the vendor of choice. That’s why clients like Shutterfly, HP, Allen Edmonds, the NHL, and over 20 channel partners are turning to QuickPivot as their contemporary marketing hub. For more information, visit www.quickpivot.com

Media Inquiries: 

David Naumann
916-673-7757

Source: BRP

BRP issues The Future Store Manifesto – 2016 Scorecard

Boston, MA, 2016-Dec-07 — /EPR Retail News/ — One year after The Future Store Manifesto was published, BRP issued a scorecard to evaluate how retailers are progressing along the road to the “future store.” The Future Store Manifesto – 2016 Scorecard, sponsored by Salesforce Commerce Cloud, highlights how retailers are changing their initiatives to align with the key future store imperatives: mobile, relevant, personal, ubiquitous and secure.

The digital world is infiltrating brick and mortar stores, where consumers are equipped with smartphones and a new set of expectations. Over the past twenty years, many in the retail industry have predicted the demise of the physical store. But the reality is, the store is still the foundation of retailing. It is where the tactile and sensory experience comes together for the consumer.

To succeed, retailers are infusing digital features into the store environment to personalize the shopping experience, compete more effectively with online pure-play retailers and exceed customer expectations. The store is not dead, it’s digitized!

“It is impressive to see how many retailers are making the five critical elements of the future store a top priority, however, many retailers have a long way to go,” said Ken Morris, principal at BRP. “The physical store will continue to be the heart and soul of retail operations for the foreseeable future, however, a transformation is in process. While the store isn’t going away, it’s already starting to get a whole lot more connected, mobile and smarter.”

“The unified consumer experience is table stakes today, and retailers know it. They don’t question  why they should do unified commerce. They question how – as in, how to break down the silos between digital and store systems to get to the omni-channel use cases. It all starts with a move to a single, real-time view of the consumer, prices and inventory availability across all channels,” said Eric Olafson, SVP Stores, Salesforce Commerce Cloud.

Here are a few of the key findings in this special report:

  • Mobile – 78% of retailers plan to use mobile POS to enable associates to complete a customer’s purchase on the sales floor by the end of 2018
  • Relevant – 58% of retailers plan to utilize geolocation within two years
  • Personal – 51% of retailers plan to offer suggested selling based on what is in the customer’s closet by mid-2019
  • Ubiquitous – 50% of retailers will allow a customer transaction to start anywhere, finish anywhere within five years
  • Secure – 88% of retailers plan to have end-to-end encryption (E2EE) implemented to ensure data security by 2019

About Salesforce Commerce Cloud

The Salesforce Commerce Cloud empowers retailers to unify customer experiences across all points of commerce, including web, social, mobile and store.  From shopping to fulfillment to customer service, the Commerce Cloud delivers 1-to-1 shopping experiences that consistently delight customers, driving increased engagement, loyalty and conversion.  With embedded predictive intelligence and a robust partner ecosystem, the Commerce Cloud delivers customer satisfaction and growth from planning to launch and beyond.

For more information, visit commercecloud.com, call +1-888-553-9216 or email commercecloud@salesforce.com

About BRP

BRP is an innovative and independent retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

For more information on BRP, visit www.bostonretailpartners.com.

MEDIA CONTACT:

David Nauman
Vice President of Marketing
916-673-7757
dnaumann@bostonretailpartners.com

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BRP issueS The Future Store Manifesto – 2016 Scorecard

 

Source: BRP