|| Blog: Lyle Bunn
Wednesday, 28 January 2015
In the wake of US retailer Target closing 133 stores just 2 years after their opening, Toronto Star Fashion Columnist Karen von Hahn offers some insights into the buying attitudes of Canadians versus Americans. This commentary by Lyle Bunn looks at buying habits through the lens of Digital Place-based Media. It is useful to read von Hahn’s her full article What Target’s fail Says About Canadians.
Canadians are different shoppers than Americans notes Karen von Hahn.
1. Canadians do not shop for sport. Perhaps it's the self-denying, tight-fisted Scot heritage or the wish to provide a better life for the next generation. Canadians do not enjoy parting with money, perhaps because Canadians simply have less disposable income than Americans since mortgage interest payments are not tax deductible and the cost of living in Canada is higher including everything from a accommodation to cars, to a bottle of wine or going out to dinner.
What this means to digital signage use and providers: The consumer purchase journey must include regular, ongoing profile of the brand and its promise. And, the point-of-purchase, or in the case of food services, the point-of-ordering must motivate trial, buying, upsell and cross-sell if the revenue aspirations of the brand or retailer are to be achieved. Digital media offers the opportunity to brand and merchandise simultaneously while presenting brand attributes in its most inspiring manner.
2. When Canadians do spend they are extremely discerning and are “touch and feel” shoppers. The comparative success of premium high street brands here such as Williams-Sonoma, Pottery Barn and JCrew, each of which took baby steps here in their expansion, shows that we will pay more for brands that deliver.
What this means to digital signage use and providers: American retailers are aware of the value-consciousness of the Millennials demographic which is evidenced across all consumer demographics in Canada. “Value” is an expression of total benefits including such elements as suitable quality at suitable price, the purchase experience and remedy when the brand promise is not met. Digital signage can establish appropriate expectations including presenting the benefits that consumers could anticipate receiving. Many US retailers and brands (i.e. TJX in its Winners banner) test approaches in Canada before wider roll-out in their US locations, or monitor Canadian approaches (i.e. Tim Horton’s, Holt Renfrew, Air Canada Center, Oxford Properties, ScotiaBank, TD Bank, etc.) precisely because Canadian shoppers are more discerning and the competitive environment demands greater differentiation. It helps that many of the digital signage primary providers were founded or have principle operations in Canada where “best practices” can be advanced, tested and profiled. Hundreds of end users for example, attended the Digital Trends Showcase (DTS) in downtown Toronto in October 2014, which demonstrated merchandising approaches using Adidas as the sample brand. A major consumer package goods (CPG) will be used in the fall 2015 DTS demonstration event.
3. Canada’s urban centers are well served by brick-and-mortar retail options. Extensive, robust Internet access serves both rural and urban shoppers.
What this means to digital signage use and providers: Retailers must generate traffic and then convert shoppers to buyers. By offering an environment that merits being a destination, the retailer enjoys traffic, visit frequency, a deeper shopper loop and increased numbers of people in the shopping party and dwell time. These translate into conversion based on the 3 Ps, product, price and promotion. On-location media that adds to the experience and engagement results in increased conversion, basket size and share of wallet.
When online research is part of the path to purchase, message fidelity is fulfilled and content costs reduced through “transmedia,” where communications are adapted and repurposed while using the same graphics, font family, benefit statements, tag lines and story line. Brands can tell their story and sell their story through high quality video, animations and graphics that echo each other online and in-store.
4. Canadians are distrustful of hype, and when all the hype is investigated, God forbid the retailer or brand does not deliver, resulting in utter dismissal and disdain for the hooey.
What this means to digital signage use and providers: Eyes are attracted to messages that matter and the brain engages with communications that indicate how a problem is solved or an aspiration fulfilled. The inherent ability for dynamic signage to present features and benefits in the context of weather, economic or social conditions means that the brand or retailer is continuously able to put their best foot forward. The “bliss point” of a satisfied consumer and equally satisfied retailer is achieved.
In conclusion, in its ability to simultaneously brand and promote while adding a positive, modern ambiance and vitality that increase the attractiveness of a location, digital signage offers high return on investment to retailers and brands.
Lyle Bunn is an independent analyst, advisor and educator in North America’s Dynamic Place-based Media industry. He has assisted over 300 organizations to benefit from the media, has helped train over 10,000 end user and professionals, and published over 300 articles, whitepapers and Guides including the popular “Dynamic Media in Retail” guidebook and NRF15 Summary available at http://www.lylebunn.com/Pages/aboutus.aspx. Email
Tuesday, 21 October 2014
The answer to confusion is always “no”. As product selection at the retail shelf is, by definition, a source of confusion for consumers, brands have a significant opportunity for point-of-purchase conversion through shelf level or service counter promotion.
When connecting the dots that represent the information and touch points on the ever-changing path to purchase, they ultimately converge at the shelf level. Even online ordering, the ever-increasing torture of physical space retailing with its “show-rooming”, is supported by shelf level media. The culture of shopping is moving forward as consumers seek information, inspiration, ever-changing stories that put the product in the context of their needs, wants, life and events.
In a session titled “The Future of Engagement” at the recent symposium hosted by the Digital Screenmedia Association, Jim Crawford, CEO of Chute Gerdeman and Ethan Whitehill, CEO of TwoWest provided insights about the retail experience. “Every store has a story,” Whitehill said. “How do you tell that story with technology? How do we enhance that story for the shopper?”
“Retail is mostly through brick-and-mortar stores, in large part because the in-store experience still provides utility, a sense of community and meaning” the panelists agreed. “Shopping happens because of the task, and the treat,” Whitehill said. “Brick and mortar delivers that better than any other experience.”
The two paramount marketing media questions that serve as the basis for action by the brand are a) Will consumers see the promotional message? And b) Will the message activate their action?
A resounding “yes” is the response to shelf level digital media. Dynamic media at the retail shelf reduces the “friction” at this most important of all points on the sometimes eclectic, always evolving path to purchase. Messaging that amplifies the brand identity and its promise at the point where the consumers hand moves products from a shelf to their cart, or places an order at a service counter deliver the prize that brands seek, including selection for trial or next use.
Many marketers, and consumers, believe that the consumer is at the center of the universe with buying power being a gravitational force that influences all brand and supply chain behavior. Emboldened by social media, consumers are happy to make brands feel the laurels or darts of their behavior.
Brand perception on the part of a consumer plays out at the store shelf. Appeal, distain or indifference motivate product selection, as the marriage of convenience between brand and retailer works to device and execute sufficiently capable branding and promotional communications.
The arsenal of point-of-purchase instruments is fairly limited, typically including package design, shelf positioning, attractive pricing or some nearby static signs that aim to earn attention.
The retail shelf has been coined as the First Moment of Truth by Dina Howell, which proposed that all elements of marketing and promotion should be defined from shelf level interaction and then including merchandising, promotion, advertising and branding campaigns.
In a September 21, 2005 article on page 1 of the Wall Street Journal titled, “In a Shift, Marketers Beef Up Spending Inside Stores”, Procter and Gamble Co. reflected its belief that “shoppers make up their mind about a product selection in about the time it takes to read this [sentence].” Dina Howell, as Director, First Moment of Truth (FMOT, pronounced EFF-mot), at Procter & Gamble, said “P&G wants to connect with consumers when and where they are most receptive to information about P&G Brands. We want to delight the consumer as well as simplify the shopping experience.” She said, “Working with retailers is pivotal to P&G success”, Ms. Howell added, “The store must be an extension of the brand and we must work in collaboration with retailers at that critical first moment of truth when a consumer makes the purchase decision”.
FMOT defines the point of product selection as the starting point for consumer goods marketing. In short, by appealing to consumer’s senses, values and emotions at the specific point of purchase, marketers can convert browsers to buyers and give their product the best chance of selection.
This “first moment of truth” as coined by P&G Acknowledges the decline in effectiveness of broadcast ad spending, the growing importance of retail media in the marketing mix, improved measurement capability and most importantly, the effectiveness of point-of-purchase and out-of-home ad display.
By inverting this marketing communications funnel, P&G has turned the questions to focus on achieving highest Return on Objectives. They ask, “In starting at the point of selection, how should we invest to achieve planned sales volumes and margins?” The basis of the planning and decision framework shifts to the achievement of effectiveness of “customer engagement” and relationship.
Retail marketing in this century harkens the important shift in 1694, when Galileo very successfully, and against established powers, that the sun was the center with planets and moons revolving around it, rather than the Earth being at the center.
In marketing, the brand has been central, but successful marketers accept that it is the consumer that is at the center, with brand options and the communications of each revolving around that buying power.
“The importance to growth of any brand is driven primarily by in-store visibility, consumer shop-ability and information that drives purchase decision,” says Jean-Pierre Lacroix, President, Shikatani Lacroix.
Russell Young, SVP, Interactive and Mobile Experiences at retail and dynamic media provider Stratacache says “Whether you call it the Point of Influence, or the Final Moment of Truth, there is no denying the importance of creating inspiration at the retail shelf level. Savvy brands and retailers realize this important point in the customer journey and continue to seek out innovative methods for driving conversion during these precious few seconds. The key to success in optimizing this shelf level engagement is to convey value in a subtle manner that feels natural in that specific environment.”
“Creating digital at-purchase moments is one of the most effective ways to influence purchase decision in-store, “notes Marcos Terenzio, Director, Digital Experience, Shikatani Lacroix.
The value of shelf-level dynamic signage, says Laura Davis-Taylor SVP, Director of Omnichannel Experience of The Integer Group, a member of the Publicis Omnicom Group of agencies, is “In being able to capture, connect and close in one fell swoop. The uniqueness of it can effectively capture attention unlike no other POP. It’s truly can’t miss. The attraction and content and call to action (CTA) can close them by answering their questions and lighting up their impulse propensity—sometimes in mere seconds”.
She adds, “It has worked well when ensuring that the way that the shopper encounters it is contextual to what they are trying to solve at the moment—in that particular store, in that category with that specific product”. By enabling consumer browsing, comparison, researching and selecting items in retail, it fits between Pre-Tail® when consumers research and choose a store or website, and Post-Tail® beyond the purchase moment and product use”.
Andy McRae, General Manager of Eot2Dot Communications, Inc. that provides the popular Scala content management platform and its additional capacities for third party advertising management, is a strong proponent for digital at and near-shelf media.
McRae says “We have long felt that shelf level media is possibly the most important step in the path to purchase. Being able to influence the purchase decision at the shelf allows retailers to maximize value. Using a combination of omnichannel capability, real time networked appliances and displays, and advanced analytics capable of changing content to fit the situation gives retailer ultimate control over the shopper’s experience”.
“Devices such as Electronic Shelf labels (ESLs) provide retailers with an easy way to change messaging, including pricing, based on any number of data inputs. Understanding the influences on a purchase decision is only half the equation. Having a system that allows changes to be made based on those influences, especially if it is automatic, completes the process” he notes.
“Dynamic pricing has long been the ultimate goal for most industries, but retail in particular” declares McRae, adding “The advent of inexpensive, low power Electronic Shelf Labels combined with the robust content management system, and advanced purchase analytics offered by Scala have finally brought this from a manual process based on guesses to a highly automated process guided by facts”.
Says McRae, “More and more often retailers are asking for intelligent data driven communications networks for their store environments. These systems must offer purchase analytics, real time content update capability, integration with point of sale systems, and comprehensive result measurement. The displays themselves now range from large spectacular outdoor and outside –store viewable video walls designed to attract people into the store, to the very small Electronic Shelf Label (ESL) aimed at influencing the actual purchase decision”. McRae speculates that “It is estimated that in the next 5 years, as much as 50% of purchases will be made on-line, or through mobile and social commerce so it is critical that any shelf level media have a mobile tie-in as a way of extending the shopping experience across multiple channels”.
“Shoppers are looking for retailers to connect with them, make it easier to search, plan and purchase. We have been working with brands to capture data from on-shelf interactive displays, using it to measure business results and improve marketing strategies” he said, adding “it’s all about strategy, scalability and relevancy. Our goal is always to make it easier for retailers to communicate and interact with today’s shoppers using the most advanced technology platforms.”
The Laurentien Bank has installed small screens horizontally under glass at the teller station. “This allows the client being served and signing paper such as deposits in front of the teller to see the digital screen messages with bank-related content, “ said Benoit Johnson, CEO of Montreal-based provider Viftele, which provides digital signage for the bank. “This screen allows the bank to have less small static signs at this specific space and the customers are presented with a hard to avoid message.”
“Empowering the consumer to have control and access to product information easily and conveniently is the key to their decision regarding what they buy. The value of shelf level digital media is that it is convenient and dynamic, and is a useful alternative to the mobile device though it can be used in conjunction with mobile to increase the brand reach” says Suzana Spratley, CEO of the digital engagement agency TechTAP.
Spratley adds, “It is all about the connected consumer having control over their choices in an easy and convenient way. By placing the choice for the consumer in a digital medium at shelf height, the brand will offer more than one key decision point; for example price as well as product features, benefits, ingredients, alternate uses, etc. Better choices bond consumers to brands and build advocates.” She emphasizes, “Brands must engage, inform and enhance the experience in a convenient and useful way”.
Displays are being used that maximize shelf space and do not displace any product frontage while being installed and operated.
A popular shelf dynamic display device is provided by Regency Digital. Vice president Abraham d’Ancona says, “The merchant is offered the opportunity to connect with the consumer. It reinforces the brand while maximizing shelf space and point-of-purchase consumer messaging that adds a sense of excitement, immediacy and urgency. In doing so,” adds d’Ancona, “it engages the patron to fulfill their needs and wants while also motivating product trial or an impulse buy. It is all about shopper conversion and product selection.”
The shelf video strip from Regency Digital includes multiple 2 x 4 inch video panels in a 1-inch deep housing that attaches easily to any retail shelf horizontally or vertically. Individual screens are able to play independently or in conjunction with each other and can be subdivided allowing for full color, high resolution video, animation, stills, QR codes or other engagement media. The device includes the display strip, a 2-inch cube media player that accommodates Wi-Fi or USB media loading, a mounting bracket and connection cables.
European retailers have already embraced shelf level dynamic media for more than two years, enabled by retail support agencies with retailer and brand relationships as well as experience with in-store merchandising /advertising or POP. “The most successful applications” says d’Ancona “has been where the shelf level video strip is the at-shelf element of a campaign that involved other promotion media. Products that have done especially well using shelf level video include new and aspirational products as well as market leading brands in consumables such as diapers, baby formula, chocolate, cosmetics, beverages, in particular when used in larger retail chains. Marketers who care about success in the retail store now have the tool that they need to generate more stock turns and gain market share over competitors at the retail shelf.”
“Getting the buyers attention has never been tougher, with so much messaging that it can just be noise to the buyer, that is why the video bar is so effective, it’s unique eye catching format at the point of decision engages the customer literally at his/her point of decision and delivers the motivation to buy” notes Mike White, CEO of Multi-media Solutions, which has provided digital signage for award winning retail applications such as duty free shops at the Shoppes at Ocean Drive at Miami International Airport.
D’Ancona notes that the Regency Digital video strip is being used on a constant basis in two of the leading retailer supermarkets and drug stores, and that brands tend to use the shelf level video strip on an ongoing basis after an initial trial.
Jose Avalos, Director, Visual Retail, Retail Solutions Division for Intel Corporation in the Embedded & Communications Group concludes “Digital Signage as an ingredient can be transformational to numerous product categories like Interactive Whiteboards for education, Digital jukeboxes for hospitality and transparent displays for supermarkets, among others. In the retail sector it is understood that 68% of all purchases are unplanned and 70% of brand choices are made at the shelf. The advent of Intelligent Shelving with integrated advertising and information content can fulfill a much more active role where it understands shopper needs, understands the product or products it is showcasing, and uses enhanced capabilities to participate more fully in the selling process. And it can do this in a way that is highly personalized, including the use of personalized pricing and promotions”. He adds “For manufacturers, an intelligent shelf can create data-led sales and marketing opportunities and help them better understand who is buying their products, and who is not. It can also maximize profit for the retailer by optimizing pricing dynamically, and enable manufacturers and retailers to reward shopper loyalty, all at the shelf edge”.
The consumer is at the center of the universe and that most essential of marketing success points, the moment of truth, is the retail shelf. Brand campaigns, retailer policy and the supply of shelf level display must align. As they do, the shopper will deliver benefits to all.
Lyle Bunn (Ph.D. Hon) is an analyst, advisor and educator in North America’s digital out-of-home industry. He has been recognized with six industry awards, helped hundreds of organizations to take advantage of dynamic signage, has published almost 300 articles, whitepapers and guidebooks, and has helped to train more than 10,000 media and supply professionals.
Wednesday, 25 June 2014
InfoComm is all about the selection and development of media and the June 14-20, 2014 annual conference was inspiring. More than 37,000 delegates from 114 countries attended. 5700 education seats were filled and 947 exhibits presented a wide range of innovations.
Early in the week the US Department of Transportation Federal Highway Administration reported on its study of roadside dynamic display safety, declaring that "Commercial Electronic Variable Message Signs" do not impact driver safety.
Is this a new descriptor (?) I wondered. Surely not for wide use, but it did point to an ongoing concern about what to name the media. "Digital Signage" seems dated, "Screenmedia" though increasingly used is commonly too broad a descriptor and terms such as "Dynamic Place-Based", "Enterprise Media" and others are applied. As the media applications broaden, we can assume that a wider range of names for this media application will emerge and be used.
"Who are these people(?)" I asked myself while touring the digital signage area of the show floor, as there were many new exhibitors.
For your consideration: The digital signage supply base continues to grow with providers of technology elements as well as supply partnerships and consortium. Numerous new patents have been filed and granted over the past few months including iSign for its ecosystem linking place-based display and mobile devices for commerce, impulseGuide for content management approaches and multi-choice/trivia authoring, VertiGo Digital Displays for outdoor displays for outdoor display/kiosk and Digital Factory for convection cooling. The fact that most of these suppliers did not exhibit, and nor did any of the larger digital signage providers such as Scala, Stratacache among other suggests that these providers are moving forward with day-to-day relationships and projects without the need for trade show floor exhibit presence.
Further, it would appear that the majority of AV/IT integrators that will add digital signage to their portfolio have already done so. As they have selected core products and continously scan for new and better products as needed, one could believe it is less important to await the InfoComm show floor while attending Digital Signage Expo or distributor events to gain the greatest benefit in supplier connection.
But, many of the top 25 AV/IT integrators do not yet have a corporate-wide offering as many branches depend upon their search/learn/apply approaches. These firms are encouraged to get their offerings to the next level if they wish to enjoy supply to larger deployments or be part of taking existing networks to the next level of value.
Digital signage education sessions delivered some of the best value that I've seen to date. Most went far beyond the "101" level as delegates were typically in the situation where they had already deployed and were looking to move the value and benefit from their installations to new levels.
For your consideration: Place-based message display and engagement media has been embraced by organizations in virtually every sector and use for patron, shopper, traveler, staff and student communications. The medium has proven its merits and end-users, as well as suppliers, are realizing that objectives, processes and the technology that served them at the initial levels of operation typically require refinement and change if improved economies of scale are to be realized.
Some other insights offered during InfoComm14 related to digital signage include:
- Statistics about the digital signage sector that would describe its proliferation or growth are not easy to come by. NPD Displaysearch analysis based on the flat panel supply chain do not consider display size of less than 26 inches, which discounts the deployment of service counter, shelf level, elevator or other smaller form factor displays. Intelligence on the installed base of DS, the number of users, total sector employment, etc. can only be achieved by extrapolating or calculating based on the available data.
- Typical display size for deployment in increasing and is now generally 52 inch or greater based on the price performance. The narrowing of display bezel is enabling more visually effective video wall use.
- 4K displays do present stunning imagery when the content and the media fueling approach support 4K resolution. The uptake of 4K in digital signage is expected to be slow as these elements develop further with the most immediate term applications being fashion display, museum and attraction exhibit.
- Laser-based projection, with its 20,000-hour lamp life (versus about 600 hours on projectors currently), offers significant potential for large space dynamic media projection, which has so far been cost prohibitive due to mounting and maintenance needs.
- Content drives business value. Never has this been so broadly understood and taken as a "given" in a large conference setting.
Lyle Bunn is an independent analyst, advisor and educator in North America's Digital Signage - Place Based Media Sector. He has assisted more than 300 enterprises and helped to train more than 10,000 professionals to benefit from the media. He has published over 280 articles and whitepapers and has been named among the 111 Most Influential People in the industry by DigitalSignageToday.com
Thursday, 31 January 2013
Digital signage is an instrument of the location in which it presents messages and engagement - presenting stories and reflecting values through information, messages and media. While the infrastructure and even the intended types of outcome are similar, each usage reflects the character and intentions of the organization in which the display is located using a visual language.
The medium has proven that it is viewer accepted, fit for task, stable and predictable. In reflecting the culture, dynamic displays are now regular fixtures in news and situation rooms, video walls appear in stores, stadiums and airports and millions of LCD/LED flat panels from 7 to 70 inches are operational in places where people shop, browse, travel, gather, play, work and study.
Corporate networks are “owned” by establishments while ad-based networks serve the need for “paid” messaging, each making valuable contributions to business and communications goals in the powerful “paid-owned-earned” media model. Early adopters, current users and network operators know that dynamic place-based media provides high return on investment when applied properly.
Technologies have become more cost-effective by reducing the human factor inputs of integration, installation and network operations. Technology suppliers continuously sell new adoption of the medium.
The way in which the medium is used is moving through continuous improvement driven by communicators, network operators and services providers (i.e. content, etc.) to maximize the type of location and viewing context served by over 400 ad-based and hundreds of corporate networks.
Content strategy and creation expertise continues to be critical to the growth of the medium, as it is “content” that ultimately delivers the value of the medium. Content advisors and developers within the industry are part of the estimated 25,000+ people employed as internal or contract personnel who create the millions of individual content spots presented on dynamic signage to support branding, merchandising, information and ambiance goals.
The “next level” is now. As the sector has enjoyed over 10 years of ongoing investment during its high growth following 9/11, changes are inevitable.
In presenting during a webinar for Ad-based Digital Place-based Network Operators on Jan 23rd, Pat Quinn, CEO of PQ Media noted that the industry is entering the “shakeout” phase following its “gold rush” stage toward “breakout” and “mature growth”. The current phase will see failures, consolidation and re-positioning.
Megatrends driving the Dynamic Signage industry to its next level in corporate and advertising-based network are based on:
a) Awareness that the medium “works,” resulting in greater use of the medium.Operating at “the next level” is implied by these megatrends at the level of individual end users, network operators and suppliers. In every case network effectiveness includes:
b) Failure of some networks to achieve expected revenues, funding and anticipated results, through which projects gets isolated or “orphaned” generally due to under-resourcing or misuse.
c) The need for economies and efficiencies.
d) Network operators becoming a new supply option for outsourced, turnkey capabilities, in particular as ad-based network operators can meet corporate “owned” network needs.
e) Better integration with other communications devices in the “paid - owned – earned” media model.
f) Addition of advertising (3rd party revenues) to corporate networks that enable cost offset and support for partner goals.
g) Shifts in supply and network operations business models.
h) Insights through use.
i) The changing capabilities of suppliers.
• More visual engagement of targeted audiencesAs industry stakeholders move to the next level, they are entering a domain where information on best practices is not readily shared or widely available.
• More Integration into the “Paid – Owned – Earned” media model
• Improved utility, impact and value from CONTENT
• Network optimization & better outsourcing approaches
• Third party revenue achievement
• Better content & links to analytics
• More cost effective technology infrastructure
Getting to that next level will result from greater use of application and usage expertise as provided by advisors, award programs and case studies better reflecting the business case, events (i.e. information sharing) and education offering more advanced levels of training to illuminate the path to greater success.
Lyle Bunn (Ph.D. Hon) is an analyst, advisor and educator in North America’s Dynamic Media sector.