Italian firm Almax have introduced EyeSee technology into their mannequins to provide retailers with information abut the consumers passing by or through their stores.
Capable of facial recognition, the software can gauge reaction to outfits on display
“Any software that can help profile people while keeping their identities anonymous is fantastic,” said Uché Okonkwo, executive director of consultant Luxe Corp. It “could really enhance the shopping experience, the product assortment, and help brands better understand their customers.” Perhaps one day we will 'hear' them talk to customers perhaps offering promotions or details of to where the clothes in the store
The BBC recently reported on the ongoing struggles of some the UK most recognisable High Street brands.
With a list of brands that include Habitat, Comet, HMV, GAME, JJB Sports and Thorntons, it doesn't make happy reading. Reasons for the decline range from the current economic climate, to bad customer services, to the impact of competition. And yet there is 'e'-hope for some of these brands. Take Comet for example. Management Today reported that Appliances Online has made a bid for Comet's online operation. Appliances Online claim that Comet lost out because of ‘a poor attitude to is customers, deficient delivery service and inadequate after-sales offers'. And if having a good attitude to customers is reflected by Facebook 'Likes' then we have a clear winner in those terms
Appliances Online 582k Likes vs Comet 35k But this is not the only business model that potentially works better online after a poor bricks and mortar story That High Street favourite Woolworths is now trading successfully on line. Habitat kept only a few stores after the purchase by Homebase but again has maintained their online store . And the list has many more including Hawkin's Bazaar as well as HMV who are launching an online ecommerce site to combat their nemesis Amazon But as I've talked about before, it's not one way traffic. By being more Customer Centric both High Street stores such as M&S and John Lewis, as well as ebay, Amazon and Ocado see that often playing out both channels can be to their advantage. Rumours persist about Amazon and a high street presence and ebay had a UK store ( for about 5 days admittedly) It's not about Physical versus Digital. It's about doing what's right for the customer
“A system and method to present a user wearing a head mounted display with supplemental information when viewing a live event. A user wearing an at least partially see-through, head mounted display views the live event while simultaneously receiving information on objects, including people, within the user’s field of view, while wearing the head mounted display. The information is presented in a position in the head mounted display which does not interfere with the user’s enjoyment of the live event.”
Yes , that's right Augmented Glasses Microsoft style as described on their patent application. Seemingly ready to take on Google's Project Glass announced earlier this year
As a Russell and Bromley fan , I was interested to see if their shoes could be purchased online.
It seemed that I caught them mid-upgrade
But it was great to see that they offered me the opportunity to keep in touch and find out when the new website was up and running sometime in the Autumn. ( Having worked with a few Marketing Teams, they love to be that vague with the launch dates - not that the customers like it)
So the email sign up looked like this, and it was great to see that they didn't ask too much of me
And a matter of moments later I got a welcome email.
But that was the beginning of October 2012, and not having had any emails since I thought I'd take a peek at their website today...and can you spot the subtle change in copy?
Looks like a slight slip in the delivery date.
Now of course they still have bricks and mortar stores so surely there was an opportunity a month into the 'relationship' to keep me in touch as to what was happening both on and off line?
An ICLP study lists 25 key factors in driving customer loyalty
The report includes key learnings from some well know brands including
Ritz-Carlton who are ahead of the pack in achieving customer-centricity.
The hotel company turned a traditional message into a more customer focused concept – “Let us stay with you”. With a solid focus on more unique and personalised guest experiences at its hotels, Ritz-Carlton is benefiting from a deeper level of engagement with guests, and more loyal customer
Nuffield Health and their use of data
A leading health & fitness organisation with 55 gyms throughout the UK, they used data analytics and predictive modelling to identify potential lapsers and instigate sales and marketing campaigns that would help them retain these members. The model was found to have an accuracy of at least 70% and
helped to identify behaviour that indicated when a member might lapse.
Dell Computers understand loyalty is built on listening and responding.
Establishing trust and building credibility are two key elements of any social interaction – and they are especially vital in the social space where every interaction can be public. Loyalty in Dell’s case stems from fully understanding their customers and their needs and wants – not from market research but from direct communication with a large and very active customer segment. After a number of high profile service disasters, Dell established a social space where faults and problems were acknowledged openly and promptly. Customers could request new features and suggest improvements – and receive feedback. Within a year, Dell’s brand was perceived as both innovative and credible.
The Global Hotel Alliance understanding the importance of local.
They launched access to over 1000 “local experiences” as part of their GHA Discovery programme. Groupon Rewards and the growing success of Bloomspot show that deals and incentives work best in
a local environment giving greater control to the individual merchant and targeting
interactions by matching individual behaviours.
The full report and a list of the 25 factors can be downloaded here
Surely 'What time of day is it best to send my emails?' is one of the most asked questions in email marketing?
( Alongside what's an average open rate?) Some results analysed by GetResponse in Q1 2012 have been used to create this infographic
Hanna Andrzejewska, Communication and Marketing Specialist at GetResponse says
The really important finding was that all messages, no matter what time they were scheduled for, get most opens within the first hour from delivery (up to 23%).
This means that if a message is sent too early (or too late) to top engagement times, it will miss the chance of reaching its maximum results. It simply cannot wait in the inbox for too long.
The research confirmed that the subscribers are most engaged with their inbox content during the working hours: Scanning emails is the first thing they do when they start work — 8-10 a.m. Then, their inbox activity goes down, with the lowest results around lunch, and goes up again shortly before leaving work — 3-4 p.m.
An interesting thing is that the average click rate also increases around 8 p.m., which might mean that this is the time when recipients read through their messages with more attention.
She also told Marketing Sherpa that marketers should
One, schedule your message delivery to match the top engagement times so that [it] doesn’t wait in the mailbox for more than one hour.
Two, aiming at the afternoon upsurge will let you avoid the morning clutter (more marketers schedule their messages to land in inboxes between 6-12 p.m
Exact Target recently published this interesting interview about when to send an email. Forget the stats. For me it boils down to this shortlist : 1 - Know your audience
That was short, but it breaks down a little further 1 - Understand what they are trying to achieve: Are they researching, buying,using the product 2- Understand how they purchase your product or service : Buying weekly groceries is different buying holidays. So should the communication timings and frequency of email 3- Understand how they consume content : Are they using mobile, tablets or desktops
And remember, if you follow the crowd, you'd better make sure your email is capable of standing out and your customer will look for it above everyone elses