Retail perspectives and innovation: Payments, personalisation and the phygital

Transcription

1 Retail perspectives and innovation: Payments, personalisation and the phygital

2 01 Methodology Contents 02 Methodology In Q2 of 2018, WBR Insights surveyed 200 senior executives at major UK and French retailers on behalf of VoucherCodes and Contents 04 Retail tech investments in a phygital era RetailMeNot, France. The research prioritised large multichannel retailers from a wide variety of verticals, including: fashion, luxury, sports, homeware, DIY and consumer electronics. Respondents to the survey were Heads or Directors of: E-commerce, Retail, Omnichannel, Multichannel or Digital. The survey was conducted by appointment over the telephone The tipping point for tech How brands are embracing innovation to create a seamless customer journey with Phillip Briffett, Senior Director, VoucherCodes Better personalisation through data and privacy A mobile-first approach to payments The results were compiled and anonymised by WBR Insights and are presented here with analysis and commentary by WBR Insights, VoucherCodes and RetailMeNot, France Conclusion About VoucherCodes 22 About RetailMeNot 22 About WBR Insights

3 03 Introduction Retail tech investments in a phygital era 04 Introduction This report, produced by talking to senior decision-makers at some of Europe s leading retailers, is designed to shine a spotlight on what they are doing to transform the retail experience in-store, and how they are dealing with the associated challenges. As channels, technologies, and services multiply, the ever-growing desire of retailers to connect the physical and the digital shopping environments has led to decisive action. This action heralds the dawning of a new era in e-commerce the phygital era. To understand how retailers are adapting their business to suit changing customer expectations, we looked through the prism of the three P s: payments, personalisation and the phygital. Understanding how these forces are affecting the market is essential to understanding the transformation of the retail sector today. Retail tech investments in a phygital era Our research shows that the appetite for investment in technology to help retailers achieve their aims is great. This is especially true of technology that can help them to tie their online customer data to transactions taking place in their bricks and mortar stores. Our research shows that mobile apps have a big part to play in the future of the in-store retail experience for shoppers. Mobile apps were not only named the number one technology investment priority in the last 12 months, but also going forward. As a result of this investment, technology is going to be pivotal, and very visible, in the adaptation from the high street stores of the past to the smart store of the future. 68% of the retailers we spoke to have invested in their own mobile app in the last 12 months; on top of that 58% have invested in mobile coupons, and a further 55% have invested in mobile payments. This again highlights the growing desire to connect the digital and the physical shopping environments. Our research also focusses on personalisation, and how retailers will take the best practices learned online, and apply them in-store. Many retailers have already applied some of these strategies: more than 70% are using predictive offers or services already either online or in-store. There is more to do though to effectively implement these services in-store, and real opportunity too, especially in terms of AI and machine learning. Finally, we take a look at mobile payments and how retailers have been forced to rapidly upgrade their payments infrastructure to do what every retailer must do if they mean to survive keep pace with customer expectations.

4 05 The tipping point for tech with Philip Briffett - VoucherCodes The tipping point for tech with Philip Briffett - VoucherCodes 06 What is going to be the next big thing in retail? As demonstrated by this research, many retailers are now prioritising adopting mobile payments as they work to improve the in-store experience for customers. Although mobile payments have been around for a while now, I think we re going to see them truly take off over the next year or so. We re already seeing this become more common in the check-out process online. As more consumers are turning to their mobiles to shop, retailers are responding by beginning to integrate PayPal, Apple Pay and other similar services into their checkout - further streamlining their mobile user experience. We ve also seen a growing number of multichannel retailers offer digital receipts to their in-store shoppers - connecting the offline journey to the online and providing the integrated digital experience today s shoppers expect. In 10 years time I expect the in-store experience will have changed, and the days of going into a store and seeing rows of jeans in lots of shades and sizes will become less widespread. Retailers are continuing to adapt to the growth of online, and it s likely that many will reduce their physical footprint over the next few years. It s probable that high street stores will have less stock on display, as retailers follow in the footsteps of Apple and Amazon and introduce experiential stores driving more engagement with consumers. One trend we keep hearing a lot about is augmented reality (AR), but it s still very much in its infancy particularly when it comes to retail. Artificial The tipping point for tech How brands are embracing innovation to create a seamless customer journey By Philip Briffett, Senior Director, Retail Brand Solutions, VoucherCodes intelligence (AI) on the other hand has been used by retailers for some time especially online, as retailers offer consumers tailored content and shopper recommendations. We can expect to see virtual assistants advance significantly in the next few years as this technology continues to evolve. I think we ll also see more retailers integrating AI into their supply chain to ensure optimum stock levels. As consumers become more confident using AI in the privacy of their own homes, with the likes of Amazon Echo and Google Home the use of virtual assistants in-store will likely become more common. In ten years time, shoppers should expect virtual assistants to be helping them find what they need in-store quickly and efficiently. How can retailers break down the barriers for an effective omnichannel experience? The main challenge we re seeing with omni-channel, is effective communication not only between businesses but within a company itself. Businesses are often guilty of not communicating enough between the on and offline teams, and part of the challenge on the horizon is how we change this behaviour. Brands know how important a seamless user experience is. It isn t just about making sure you have a good online and mobile site: for multichannel retailers it also means providing a streamlined omnichannel journey for the customer. Nearly 49% of major retailers in the UK consider it best practice to invest in both the physical and digital shopping experience*, and over the last 12 months we ve seen retailers make a serious move towards an omnichannel approach to drive loyalty amongst customers. One approach we re utilising at VoucherCodes is geofencing technology; investing in mobile push notifications to harness stronger consumer loyalty for the brands we work with. App users can opt-in to receive offers that are specifically relevant to their current location, which helps to drive meaningful conversations between our retail partners and their customers. Technologies like geo-location enable us to draw unique comparisons between consumer footfall, digital marketing campaigns, and online shopping behaviour, whilst also offering customers the opportunity to redeem rewards almost on the spot. This is allowing retailers to drive loyalty, creating a unified omnichannel experience which will meet the demands of their cross-channel shoppers. Over the next 12 months we will see retailers add even greater functionality, drawing on more intelligent data and creating more personalised options and messaging. In the digital era, where increased convenience and speed are becoming paramount for success, harnessing this kind of technology will ensure customers are being targeted effectively in turn rewarding retailers with stronger loyalty in the future. Is customer loyalty shifting? In a word, yes. Shift in customer loyalty has a lot to do with the fact that young adults today are the first generation who have grown up surrounded by technology: most will barely remember a time when they weren t a click away from the things they want. These digitally savvy spenders demand convenience, ease and immediacy in their shopping experience. This demand for convenience makes them less brand loyal, open to try the latest craze and to shop around to get the experience they want. Millennials have already pushed many retailers out of their comfort zone when it comes to loyalty, and Gen Z will shake things up even more. As this generation of young people move from education to the working world, they are beginning to have real spending power on the high street - making it crucial that retailers adapt to their needs. How can brands approach customer loyalty? The past couple of years has seen retailers expand and improve the in-store experience, in an effort to increase customer loyalty. As the popularity of the physical store fades, high street retailers need to up their game to compete with the ease and stress-free experience that online shopping offers. Consumers aren t visiting the high street as frequently, so it s all about giving shoppers an experience worth making the trip for. Brands such as John Lewis and Lululemon are doing this already with things like their champagne bar and in-store yoga classes respectively. Experiential activities like these offer a point of difference to keep brands at the forefront of a customer s mind, giving them a story to tell and a reason to come back. *VoucherCodes and WBR Digital, The Changing Face of the Retail Experience, 2017

5 07 Retail tech investments in a phygital era Retail tech investments in a phygital era 08 A new opportunity for the app Retail apps are on the rise once again. Our research indicates that investing in an e-commerce app for their business is a top priority for leading European retailers, and still very much a focus for creating a digital connection with consumers. Increasingly, apps are seen not only as an alternative channel for online sales, but also as critical tool with which to entice and engage customers adding a new dimension of interactivity to the shopping experience. Investing in apps may also mean creating a partnership with another company. For many retailers, part of the attraction of partnering with a third party e-commerce app is to be able to tap into a ready-made, engaged audience of new, potential customers. This is especially useful for retailers who are looking to increase their footfall in-store. After apps, retailers are now looking to the next level of e-commerce technology to enhance both their in-store and online shopping experiences. From chatbots to help streamline customer service operations to AI designed to power recommendation engines, there is plenty of opportunity for retailers who want to empower their e-commerce operations with the latest technology and that s just behind the scenes. Top retailers in Europe think that technology to enhance the in-store shopping experience is also a priority. In particular, getting ahead of the game in terms of AI and Virtual Reality (VR) may help to give a powerful boost to the brand in the eyes of the consumer this is even more desirable for high-end or luxury brands who see themselves as innovators. Into which of the following areas have you invested in the last 12 months? Own mobile app Mobile coupons Mobile payments Payment technology Beacon technology Digital receipts Geofencing technology Third party apps VR technology 68% 58% 55% 49% 48% 45% 43% 39% 37% What do you think are the most important technologies for retailers to invest in? (Aggregate ranking from 1 to 5) 1 st 1.58 Mobile applications 2 nd 1.9 Artificial intelligence and bots 3 rd 1.91 Augmented reality and virtual reality 4 th 5 th 2.11 In-store displays The investment landscape When we look a bit more closely at where retailers have been investing in the last 12 months, we can see that the focus on mobile also extends to technology that works in tandem with mobiles such as mobile coupons (58%), mobile payments (55%), beacons (48%), and geofencing technology (42%). Customer experience is at the heart of what retailers are trying to achieve. This is demonstrated by the fact that they designed their e-commerce presence primarily based on simplicity and convenience (77%), and accessibility and seamless journey (69%). All of this underlines the importance of the smartphone in the modern e-commerce landscape, and how retailers are looking for ever more innovative ways to simplify the user experience. Which customer expectations did you primarily consider as you designed your e-commerce website, or app? Simplicity and convenience Accessibility and seamless journey Branding universe immersion Facility in payments Community and social recognition Personalisation for closer relationship Immediate, interactive and responsive services or offers Anticipation of customers needs for predictive services or offers 37% 49% 59% 57% 77% 69% 68% 65% What are your plans for tech investments over the next 12 months? 75% Invest heavily in mobile (i.e. developing apps, coupons, mobile payments) 55% Focus on bringing technology in-store (i.e. ipads on the shop floor) 47% Invest heavily in cutting-edge technology (i.e AR, AI etc.) 29% Redesigning online presence (i.e. revamped website, mobile site) 7% Haven t considered investing more in technology in the next 12 months In-store tablets 36% AR technology None of these options 13% 27% 2.5 New payment methods 0% Do not see the value in investing in technology in the next 12 months

6 09 Retail tech investments in a phygital era Retail tech investments in a phygital era 10 The road ahead for investment Our research suggests that over the next 12 months we will see retailers doubledown on their mobile investments, investing heavily in mobile technologies and initiatives including coupons, apps, and mobile payments. Regardless of the type of technology, one insight is clear: retailers see investment into technology as hugely important to unlocking growth. In fact, fewer than one in ten of the retailers we spoke to claimed to be not making any additional investments into technology over the next year. Retailers are also not afraid to seek out start-ups to improve their business operations after all, it can get them access to innovative ideas that might otherwise fall into the laps of their competitors. 38% of the retailers we spoke to are already partnering with start-ups, while another 33% are currently looking for start-ups to work with. Are you investing in start-ups to empower your activities and get new business products, technologies or services? 2% No, this isn't something we believe is necessary Please rank the following investment areas in order of priority for your business? (Aggregate ranking from 1 to 6) 1 st 2 nd 3 rd 1.85 Improve the overall purchasing experience 2.31 Encourage customers to stay longer in-store Let s get phygital If there is one objective that retailers would like to achieve with their investment, it is a better purchasing experience for their customers. As well as that they would love to inspire their customers stay longer in-store. As we have seen earlier, retailers are keen to spend money on new mobile initiatives, so it follows that retailers perceive the key to improving the in-store shopping experience and making shoppers stay longer is a better mobile experience. The key is bringing the physical and the digital together. This approach to retailing is seen as a big opportunity by three quarters of the retailers we spoke to. If there is an overriding theme to this pattern of investment, it s that retailers want to enrich consumers shopping experiences by weaving together the digital and the physical in ever more innovative and accessible ways. From digital signage to personalised advertisements, recommendations, and offers; merging physical and digital methods offers advantages to both shoppers and retailers. Is the growth of phygital (the convergence of digital and physical shopping experiences) an opportunity or a threat to the typical bricks and mortar retailer? 38% of the retailers we spoke to are already partnering with start-ups, while another 33% are currently looking for start-ups to work with. 27% No, it is not on the agenda at the moment 38% Yes, we are already partnering with start-ups 2.57 Create new points of interaction for better CRM 27% Unsure 38% Opportunity 4 th 2.57 Help staff to be more efficient and sell more on the shop floor 5 th 33% Yes, we are looking to acquire or nurture start-ups 2.83 Collect more data on customers 33% Threat 6 th 2.86 Increase sales and revenue

7 11 Better personalisation through data and privacy Better personalisation through data and privacy 12 Better personalisation through data and privacy This time it s personal One of the most powerful ways that retailers can encapsulate the phygital concept is by using customer data from the online sphere to personalise the in-store shopping experience. This is another example of retailers attempting to recreate their online successes in-store. In the very early days of online shopping, customers were almost completely anonymous before they completed a transaction. At that time, it was primarily via direct in-store engagement that retailers were able to get to know their customers. The last ten years has seen this pattern of engagement and customer analytics completely transformed. The rapid development of online tools has allowed retailers not only to track and measure their customers online behaviour in far more detail, but to put that data to work to improve the shopping experience. In fact, retailers can now proactively apply their customer data to improve the shopping experience online so effectively that the in-store experience is now playing catch-up in terms of personalisation. The end point of this is undoubtedly to tie all of these experiences together into one seamless experience for the shopper whether in the shopping centre or on the smartphone but how can retailers achieve this goal? What are you doing / what do you plan to do in the next five years to increase demand by using a personalised in-store or digital experience? What are the biggest challenges facing your business in creating a personalised customer experience? (Aggregate ranking from 1 to 5) 1 st 1.64 Delivering a consistent brand experience across all channels 2 nd 1.77 Acquiring the latest expertise in a fast-evolving digitalised industry 73% 67% 3 rd v We are doing this now 27% 33% n We plan to do this in the next five years n We have no interest in doing this 2.07 Knowing what data to use too much big data Predictive offers or services Geofence technology 4 th 54% 44% 2% 38% 53% 9% 29% 57% 14% 2.21 Getting the business on-board 5 th AI powered chatbots Introducing virtual assistants Using AI to solve logistical problems i.e. stock shortages 2.31 The financial investment involved

8 13 Better personalisation through data and privacy Better personalisation through data and privacy 14 Technology to the rescue again? Our research clearly indicates that retailers believe that technology will give them the tools they need to drive further personalisation in-store. Two-thirds of the major European retailers we surveyed are already using geofence technology to connect online shopping to the high street. A third of retailers are experimenting with virtual assistants in-store, and a further half are planning to do so in the next five years. There are challenges though, as retailers attempt to use data-based personalisation to revolutionise the in-store experience. Number one on the list of challenges is a familiar one: the omnichannel ideal making sure that the customer has a consistent brand experience regardless of channel or platform. Retailers are also struggling in some cases to make sure that they have the requisite talent within the business to make sure that they are at the cutting edge of innovation. Competition for the best people in the industry is fierce unsurprisingly, recruitment is the second largest challenge facing retailers today in terms of creating a personalised experience. The third challenge is all about knowing what to do with data when you have it, linking directly back to having the right expertise in your organisation. Modern e-commerce operations create a deluge of data that can be overwhelming; retailers need both the right systems and the right people to be able to turn this into insights that can drive growth and revenue on the high street. What does being customer-centric mean according to you? (Aggregate ranking from 1 to 5) 1 st 1.78 Structuring internal processes to optimise the customer journey 2 nd 1.96 Using customer data to more effectively target marketing campaigns Personalisation and privacy Where data is concerned, privacy is never far behind and that is particularly true in 2018 the year of General Data Protection Regulation (GDPR). While the jury is still out on the scale of the impact of GDPR on data collection and personalisation in e-commerce, our research confirms that it is at the forefront of the minds of retailers. Almost a full third of retailers told us that it was their number one concern about the future of data-informed personalisation strategies. The focus of this concern reaches into the heart of the relationship between the public, data and corporations. The two biggest concerns for retailers are: how GDPR will affect both their ability to access new data-sources and share data with third-parties; and to what extent they will be able to gather information about customer shopping habits from sources outside of their online ecosystem (named by 67% and 61% respectively). These issues are at the core of what GDPR is meant to address, and data privacy continues to be a hot topic amongst consumers and consumer media thanks to a couple of high-profile news stories in H This could have major ramifications for retailers on how they interact with third-parties, consumers and suppliers. What is your greatest concern about the future of personalisation? In which areas do you think GDPR will impact your ability to provide more personalised services to your customers? 67% Reaching consistent database communities and sharing knowledge with third parties 61% Gathering useful information on customers via multichannel sources When it comes to being customer-centric we also see retailers seeking to do more with what they have, in particular with regard to restructuring internal systems and making better use of data. When asked what being customer-centric actually means in practical terms, retailers told us that first of all it meant optimising and improving the customer journey by aligning internal processes, and secondarily it meant using data they already have to provide more targeted and personalised offers to their customers. This second point is especially crucial for retailers as their data gives them a direct pathway to learn, predict and recommend based on what customers actually want to buy and this will in turn help the business sell more. Ultimately, retailers need to be driven primarily by customer demand if they stand still for too long, they can risk being made irrelevant, and that can spell disaster. 3 rd 1.94 Using customer data to provide personalised offers 4 th 17% Not being able to keep up with technology advancements required 14% Not understanding the technology required 32% GDPR legislation 43% Implementing special operations and campaigns with targeted customers 38% Offering instant and targeted offers or services based on data collection 5 th 2.02 Involving consumers in innovation processes 18% Not being able to keep up with its changing trends 19% Not being able to meet consumer demand 31% Getting in touch with customers according to their taste and preferences 2.31 Developing the ability to use systems to gather customer feedback at each touch-point to improve the offering 24% Improving customer acquisition and CRM activities

9 15 Better personalisation through data and privacy A mobile-first approach to payments 16 It s not all bad news though, after all GDPR is designed to protect against the improper use of data by unscrupulous organisations not to clamp down on personalisation in e-commerce. In fact, many e-commerce executives see GDPR as an opportunity rather than a threat in terms of clear and transparent comvvmunication with their customers. Our respondents told us that when it comes to fostering a better relationship with their customers, GDPR may actually help as it means that they have to keep their databases up-to-date in terms of customer consent. The more engaged and receptive your audience is, the more likely they are to respond positively to your messaging. Ultimately, the new push for data privacy in Europe has given retailers the opportunity to take another look at their systems and procedures and make sure that they are acting in concert to improve the customer experience this can only be a positive thing for business growth. How do you intend to use GDPR legislation to foster a better relationship with your customers? 77% Consent acquisition: keep data treatment for commercial uses through customers consent 59% Privacy by design: better data collection and management with adapted solutions Our respondents told us that when it comes to fostering a better relationship with their customers, GDPR may actually help as it means that they have to keep their databases upto-date in terms of customer consent. The more engaged and receptive your audience is, the more likely they are to respond positively to your messaging. A mobile-first approach to payments 56% Positive communication: reinforce trust and confidence with consumers by enabling them to best protect their privacy

10 17 A mobile-first approach to payments A mobile-first approach to payments Retail perspectives and innovation: Payments, persionalisation and the phygital 18 A new payments landscape The shift to mobile payments has arguably been the most significant single shift in customer shopping habits in the last five years. ApplePay was introduced in most major European markets in 2015/16 and since then the sight of people tapping their phones on terminals has completely overcome novelty and moved into ubiquity. (If yes to the last question) After the implementation of mobile payment methods, what was the biggest benefit for your business? Has your business adopted mobile payment methods? Which of the following would you like your company to develop for your customers? Evidence of this ubiquity is highlighted by our research. More than 70% of respondents reported that they have fully or partially implemented mobile payments and all of the rest planning to do so in the near future. There is good reason for this: retailers have seen real benefits from the quick adoption of mobile technology. The biggest benefit to retailers of implementing mobile payment methods has been the way they facilitate engagement instore improving convenience and customer experience in real time. In addition, 80% of retailers in our study felt that mobile payment technology had directly encouraged shoppers to come back to the store more frequently, and half think that the technology causes them to spend more per transaction than they would have done otherwise. 38% Facilitating the payment experience to engage customers better 81% Yes, they facilitate easier payment and encourage customers to shop more frequently 52% Yes, they encourage shoppers to spend more than they would do if using conventional payment methods 80% Digital deals and offers If either of those observations are true, there is a clear consensus view that mobile payment technology is a positive driver of sales in-store, and gets customers coming back time and time again only one in ten retailers disagreed. Has your business adopted mobile payment methods? 26% No, but we plan to do so in future 0% No, and we have no interest in doing so 36% Driving more sales and revenue 9% No, customers mostly remain attached to traditional payment methods (credit card, cash, loyalty cards etc.) Your next payments strategy 1% No, the sales on mobile are still minor, mobile is more of a consultative and informational tool Exactly what the future holds for in-store and online is something of an open question; if the past is any indication, then we can expect the landscape in ten years to look quite different from the way it looks today. 66% Biometric payment methods (e.g. iris, fingerprint, face / voice recognition etc.) 27% Yes, but it is not yet fully implemented 47% Yes, we are using mobile payments now 26% Improving our processes, staff organisation and ability to follow-up Will cash be obsolete, will we still even be using cards? Or will we all be paying with crypto-currencies? While it s a little early to speculate, the future of payments is now firmly on the mind of top retail executives. Perhaps the more interesting question for now is what retailers should do next to stay ahead of the innovation curve. For our respondents, the first priority is to use the additional reach offered by technology to bring more customers into their store 80% told us that they would like to see their company develop more digital deals and offers to achieve this. However, experimental ideas are not too far behind more than 65% of respondents showed an interest in biometric payment methods, and nearly half in RFID tags. 47% Radio Frequency Identification (RFID) tags 0% It did not make life easier for us 38% Concept stores (e.g. stores without any staff)

11 19 A mobile-first approach to payments Conclusion 20 How to get ahead Most retailers know that they have to stay ahead of the curve, or else suffer the steep reputational and financial price there is to pay for lagging behind. This is not theoretical; it is becoming a modern-day truism that you have to innovate to survive on the high street the number of barren store-fronts and household brand names lost in memoriam are testament to this. The root cause of the need to be ahead in the innovation game is not lost on retailers either they told us that their biggest challenge in terms of implementing new payment methods is the rapidly changing expectations of their customers. Adapting existing payment processes to accommodate newly introduced payments technology is also a significant challenge for retailers. Reinventing a system as integral as payments from the ground up is not a simple task for many retailers even integrating new types of payments technology with legacy systems can lead to complications. Retailers can also struggle to know for certain which technologies to invest in. Keeping abreast of customer expectations is one thing, but retailers don t want to be reinventing their systems and retraining their staff every two years. For this reason they need to be able to discern which technologies are going to stick around, and which are merely a fad. Ultimately, it is these changes in shopping behaviour in shops and online, as well as the resulting change in consumer expectations, that are truly driving the need for innovation on the high street as well as online. 1 st What are the biggest challenges facing your business in implementing new payment methods for customers? (Aggregate ranking from 1 to 5) 2 nd 3 rd 1.66 Rapidly changing expectations of the consumer in terms of payment methods 1.74 Adapting our existing payment processes to accommodate new methods (e.g. new EPOS in stores, adapting the online checkout) 2.04 Knowing which technologies to actually invest in Conclusion You don t need to go back very far in time to find retailers who dramatically underestimated the extent to which online sales would grow, and the speed at which they would do so. Retailers had to learn to move quickly with the times. The businesses that have flourished in this new commercial landscape have been the ones who have kept pace with customer expectations. Now these businesses want to reinforce their bricks and mortar stores with the knowledge they ve gained about selling more online. This means integrating their customer data into the in-store shopping experience this is widely seen as a huge opportunity for bricks and mortar retailers. Maximising the advantages offered by three-dimensional shopping space also means taking a three-dimensional view of commercial strategy, the pillars of which are value, convenience, and experience. You have to offer something tangible which speaks to all three, and digital technology undeniably has a huge part to play in doing this successfully. Investing in technology that can help them do this is a big priority for retailers today. The report has shown it means using mobile apps to identify, guide, and communicate with their customers while they are in-store. Mobile apps can also be an effective method of delivering targeted, personalised offers to help drive sales. Finally, retailers are focussed on staying up-to-date with customer expectations with regard to payments more than ever customers just want to tap and go ; getting the payments mix right is a huge part of the customer experience. Creating a customer experience that stands out from the pack, is convenient and offers real value is the Holy Grail for the modern retailer. The good news is that there are more tools on offer today to help them do it than ever before. The challenge, as usual, is to implement it successfully. Maximising the advantages offered by three-dimensional shopping space also means taking a three-dimensional view of commercial strategy, the pillars of which are value, convenience, and experience. You have to offer something tangible which speaks to all three... 4 th 2.23 Training staff on new payment methods 5 th 2.32 The financial investment involved

12 21 About VoucherCodes & RetailMeNot About WBR Insights 22 VoucherCodes is the UK s largest voucher website, helping millions of consumers shop with the brands they love, for less. Our website, newsletter and mobile shopping app make it safe and simple for our 8 million+ registered members to save money, whether they re shopping online, in-store or through their mobiles. VoucherCodes is part of RetailMeNot, a global marketplace that helps retailers and brands connect with millions of active shoppers anytime, anywhere to drive engagement and sales. With more than 70,000 offers for over 4,500 brands and retailers in the UK we are the number one destination for British shoppers looking for real savings while making buying decisions, both online and in-store. In 2016, we facilitated more than 605 million worth of retail sales for our UK partners. We consistently innovate to offer new solutions that drive ROI for our retailers and brands, satisfy our consumers and create a top-rated workplace for our employees. At WBR Insights we conduct professional research amongst high-level decisionmakers in key industry verticals. We use this research to create content-powered marketing campaigns designed to kick-start dialogue, share insights, and deliver results. From whitepapers focused on your priorities, to benchmarking reports, infographics and webinars, we can help you to inform and educate your readers and reach your marketing goals at the same time. Contact us to find out how your business could benefit from: Year-round access to our network of decision-makers and industry leaders Lead generation campaigns that fit your priorities In-depth research on current fast-moving issues and future trends Promoting your organisation as an authority in your industry RetailMeNot, France is part of RetailMeNot, Inc., a leading savings destination, that generated $4.8 billion retailer sales through consumer transactions from paid digital offers in its marketplace in 2017, more than $560 million of which were attributable to its in-store solution worldwide. RetailMeNot, France enables more than 45 million consumers to find thousands of offers while they shop online, on mobile and in-store. Its expertise and adapted solutions to brand s stakes enables long-lasting partnerships that help retailers build efficient promotional strategies. Its portfolio of websites and mobile applications includes two brands in France, Ma-reduc.com that offers good deals and promotional codes, and Poulpeo. com which specialises in cashback solutions. In 2017, RetailMeNot, France facilitated more than 227 million worth of retail sales with more than 150,000 codes and cashback offers for over 8,000 international partners on the French markets.

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