Archive for March, 2011


Social media interactions are a primary influence for just 3% of visitors to e-retail websites in the UK, research by ForeSee Results has found.

Key findings of the report:

  • Familiarity with the site, company or brand is the most common influencer of a website visit (46% of site visitors). This highly influential group of visitors are also the most satisfied (75 on a 100-point scale), most likely to purchase (75) and most likely to recommend (76)
  • The least satisfied customers (64) are those who have visited a retailer’s site after receiving a message directly from the company on a social network

The findings indicated that more traditional marketing techniques are better drivers to retailers’ web sites, with SEO results influencing 13% and direct email campaigns influencing 10%.

Larry Freed, President and CEO of ForeSee Results, commented “Every retailer should know how many customers are influenced by promotional emails, advertising on Facebook or word-of-mouth recommendations, and furthermore, they should know which group are most likely to buy.

“They should also know how people want to hear from them and how well they’re doing when it comes to communicating through those channels. Serious thought needs to be given to finding out whether social media is worth the investment for their business, and then if the answer is yes, they need to make the most of it by making sure that interactions on social media meet the needs and expectations of customers. Otherwise, the effort is wasted and could even be detrimental to the business.”

Please note the views expressed in this blog are the views of the author, Andre Brown and do not represent the view of Locayta, its employees or its shareholders. For more information about Locayta, visit www.locayta.com

Recent research by Accenture has found that almost half (45%) of the most active mobile device users would welcome the opportunity to pay for goods and services using their handset.

The research looked at consumers’ practices and attitudes regarding mobile commerce, “tech forward” consumers from 11 countries who use at least four internet-connected devices and at least four internet services were surveyed.

Consumers in Asia were the most enthusiastic when it came to mobile commerce. Overall, 69% of survey respondents in Asia indicated they favoured using mobile phones for most payments, led by Chinese consumers (76%) and India (75%), followed by Korea (56%) and Japan (47%). Outside Asia, the next highest positive response was from Brazil, where 70% of respondents favoured using mobile payments. In the US and Europe, combined, only 26% of those surveyed were in favour of using mobile phones to make payments.

When asked if they had used a mobile to make a payment in the past six months, almost half (47%) of consumers in China had, followed by Korea (42%) and Japan (33%).

More than half (64%) of those surveyed indicated they would use gift cards and coupons delivered directly to their mobile phones, led by Chinese respondents (94%), Korean respondents (91%) and Indian respondents (76%)

Andy Zimmerman, Director, Mobility Services Accenture, said “ Mobile commerce – which encompasses mobile banking, such as checking balances or paying bills over a mobile phone, plus coupons, promotions, redeemable gift cards, loyalty points, and more – is poised to drive huge changes in the way we shop and pay for goods and services.

“We can expect a convergence of traditional and alternative currencies, and it has huge implications on the entire in-store retail experience. While the survey indicates there are issues to address in terms of privacy and security, these findings are good news for mobile network operators because consumers have requirements they look to operators, technology vendors, or financial institutions to address.”

Please note the views expressed in this blog are the views of the author, Andre Brown and do not represent the view of Locayta, its employees or its shareholders. For more information about Locayta, visit www.locayta.com

Specsavers has selected Ancoris, a specialist provider of cloud computing and enterprise security solutions, to deploy Google Apps to 2,500 of its staff worldwide.

The move is part of Specsavers IT strategy to improve communication and collaboration throughout the organisation and support its continued global expansion. The company has grown considerably in recent years, launching in APAC in 2008 and following this up with a further 200 stores in the last two years.

Ancoris initially implemented Google Apps for 80 users in a newly opened manufacturing plant in Hungary, specialising in lenses, before extending the implementation to the company’s global workforce.

The company is able to deploy email and collaboration tools to new sites without the need for a large on site presence. This can be centrally manage email systems, utilise existing infrastructures, such as Active Directory for access and user accounts, link to its corporate intranet and support mobile working by enabling staff to access mail, calendaring and sites from any internet enabled device.

Specsavers is currently rolling out Google Apps to its head office staff in Australia and New Zealand, while deployment to the remaining head office, lab and manufacturing operations in the Nordics, Netherlands and the UK is expected to be completed in H1 2011.

Please note the views expressed in this blog are the views of the author, Andre Brown and do not represent the view of Locayta, its employees or its shareholders. For more information about Locayta, visit www.locayta.com

Marks & Spencer has topped the overall league table in the second mCommerce benchmark study by eDigitalResearch.

The study assessed the shopping process on both optimised and non-optimised sites, looking at first impressions through to product delivery. Results show that general customer satisfaction with the end-to-end mobile journey is starting to increase as retailers invest heavily in the channel.

Derek Eccleston, Research Director, eDigitalResearch, said “ With the popularity of smart devices set to continue growing, more and more retailers are now developing mCommerce sites to facilitate shopping on the move.

“As we continue to witness a MEcommerce revolution, where people are now able to dictate to retailers how, where and when they shop, it is essential that browsing and shopping via a smart device is quick and simple, yet provides the same functionality and design as a retailers standard website accessed via a PC”.

M&S offer mobile consumers a practical mCommerce site, gaining an overall score of 88.8%, improving on their second place from 2010. The keyword search they have allows users to refine and filter results quickly and easily, whilst their product pages offer a condensed and compacted version of the standard web pages.

Feedback shows that whilst shoppers prefer the usability of a fully optimised mobile site, they still favour the design, style and appeal of a standard website. First impressions was the worst performing section with an average score of 76%, highlighting the continued investment and development needed from retailers in order to match their online counterparts.

The research also found that some retailers such as Waitrose, are confusing and complicating the mobile journey and limiting shoppers to certain product ranges, despite developing an mCommerce site.

Retailers still need to offer consumers a seamless journey whatever the format. The research clearly shows that shoppers expect the same level of service and experience that they are used to on the high street and online.

Please note the views expressed in this blog are the views of the author, Andre Brown and do not represent the view of Locayta, its employees or its shareholders. For more information about Locayta, visit www.locayta.com

Figleaves.com, the online underwear retailer, has added dynamic delivery options to their website, including drop boxes, through their MetaPack home delivery service.

Andrew Miles, supply chain manager, figleaves.com, said “We are committed to providing our customers with an excellent delivery service and a range of delivery options to make shopping with us easier. In choosing MetaPack we are open to easily add a number of carriers and services without the need of further integration and have chosen ByBox owing to its unique proposition.”

The web retailer has created a simple interface that connects their front-end to the MetaPack application, which feeds real-time information to be made available at the checkout page without any time lapse. The webservice calls are based on the postcode of the consumer, which determines which delivery options and ByBox locations will be offered.

Customers can select next day delivery through ByBox and nominate the nearest locker collection point during the checkout process. Fulfilled orders are collected from the figleaves.com warehouse at 5pm, trunked and delivered overnight to designated locker locations from Truro to Inverness and most towns in between.

Email alerts are then sent to the consumer to let them know their goods are in the locker and a code is issued to enable them to collect their items. With up to two days to retrieve their packages, consumers know their items are safe and secure until they are able to pick them up.

Please note the views expressed in this blog are the views of the author, Andre Brown and do not represent the view of Locayta, its employees or its shareholders. For more information about Locayta, visit www.locayta.com

eCommerce platforms, through which people can buy goods and services, will dominate the retail business in 2011, and expert has claimed.

Paul Marshall, chief executive of pre-shopping website Lasoo, believes that shops that do not ramp up their online sales capabilities will lose out.

He commented “The next step is eCommerce and with significant growth in online commerce, both here and offshore, the brick and mortar retailers who don’t have an eCommerce play have been losing market share.”

Mr Marshall also predicted that that number of transactions via mobile websites using mobile handsets will continue to grow. He added that companies, such as his own, need to continue to be accessible at all times and on any platform, to suit the customer.

The comments made by Mr Marshall were supported by a number of other retail experts, with James Stewart, a retail specialist at insolvency firm Ferrier Hodgson, saying that high street shops will come under increasing pressure in the coming years as online sales make up a larger proportion of the marketplace.

Please note the views expressed in this blog are the views of the author, Andre Brown and do not represent the view of Locayta, its employees or its shareholders. For more information about Locayta, visit www.locayta.com