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Meet CitiXsys at booth #L05 and see how iVend Retail lets you deliver connected shopping experiences

Singapore (June 24, 2019) – CitiXsys, developer of the global retail and hospitality management platform iVend Retail, which helps businesses increase customer retention and deliver seamless brand experiences at every sales touchpoint will be exhibiting in Booth #L05 at the convention and expo from June 25-27, 2019, in the Suntec Convention Centre in Singapore. The CitiXsys team will provide retailers with the opportunity to try iVend Retail and experience how it can help them meet shopper expectations. The team is also ready to meet with current and prospective members of its growing VAR community to discuss the benefits of partnering with us to provide a digital store platform to end user retailers.

Across Asia Pacific and in Singapore in particular, many retailers are adopting a cautious approach amid worrisome sales forecasts, however, successful retailers are looking to introducing new store formats and experience-based offerings to stay ahead by curating merchandise and introducing focused and targeted retail experiences.

“Retailers need the right technology to steer their businesses toward profitability, and in a time of constant change those leading the pack are looking for ways to refine in-store processes and choose the right retail systems that will help them deliver the convenient, personalised experiences today’s consumers want,” explained Paula Da Silva, Executive Vice President of Global Partners and Alliances for CitiXsys.

The iVend Retail suite provides retailers with terminal and mobile point of sale (POS), eCommerce, promotions, loyalty, digital passes, inventory management through a single stock pool, with comprehensive reports and analytics and connectors to leading ERP from Sage, SAP, Microsoft and others.

CitiXsys invites VARs attending Seamless Asia 2019 to stop by Booth #L05 for a demonstration and also invite you to speak with our team to learn about the advantages of partnering with CitiXsys. Retailers at Seamless Asia 2019 have the opportunity to try the solution firsthand and learn more about how it can help them meet customer expectations.

Schedule to meet with iVend Retail by clicking here: https://ivend.com/seamless-asia/

About iVend Retail

iVend Retail by CitiXsys is a global provider of integrated omnichannel solutions for retail and hospitality chains. Its software solutions integrate vital systems to produce a flawless ecosystem where data flows instantly and freely, with minimal IT investment. Designed to provide exceptional customer experiences throughout the entire shopper and dining journey, iVend Retail solutions for point of sale, loyalty, eCommerce, digital passes, analytics and mobility, will increase revenue, improve customer retention, and bring in new business, all while lowering your operating costs. Its suite of solutions is available through a worldwide distribution network of certified partners.

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CitiXsys, developer of the global retail and hospitality management platform, iVend Retail, which helps businesses increase customer retention and deliver seamless brand experiences at every sales touchpoint, announced it has appointed Pauline Jacintha as Channel Sales Director for all of Southeast Asia, and hired Jacqueline Marras as Channel Sales Manager for the Philippines and Shutsarun (Bella) Sukjam as Channel Sales Manager for Thailand.

These strategic hires support the company’s strategy to expand operations and infrastructure across Asia, with an emphasis on strengthening the iVend Retail presence across the region by bringing the company’s highly-flexible, integrated omnichannel software to more end users through strategic partnerships.

Jacqueline Marras, based in the Philippines, has significant experience guiding technology partners to success, and has joined CitiXsys from SAS. Shutsarun (Bella) Sukjam is based in Thailand and brings experience from Microsoft and Oracle. Together, the Southeast Asia team brings over two decades of experience in senior sales leadership, channel partner management and technology industries.

In a continuation of global growth and expansion plans, these appointments follow the announcement of a $20 Million investment received by CitiXsys last year, enabling the company to quickly move into one of the world’s fastest-growing areas of commerce and open six new office locations.

“With this experienced team on board, our goal for Southeast Asia is to enable current and future partners to grow along with our solution, and make iVend Retail readily available to retailers in the region to help them maximize ROI on their investment and scale their businesses with ease,” shared Paula Da Silva, Executive Vice President of Global Partnerships and Alliances for CitiXsys.

About iVend Retail
iVend Retail by CitiXsys is a global provider of integrated omnichannel solutions for retail and hospitality chains. Its software solutions integrate vital systems to produce a flawless ecosystem, where data flows instantly and freely, with minimal IT investment. Designed to provide exceptional customer experiences throughout the entire shopper and dining journey, iVend Retail solutions for point of sale, loyalty, eCommerce, digital passes, analytics and mobility; will increase revenue, improve customer retention, and bring in new business, all while lowering your operating costs. Its suite of solutions is available through a worldwide distribution network of certified partners.

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The North American sales team for CitiXsys, developer of the integrated omnichannel software platform, iVend Retail has grown with the addition of William (Tripp) Wallace as Channel Sales Manager for North America. Wallace, based in Atlanta, GA, brings extensive sales and point of sale (POS) experience to the channel team, and joins Chris van Staden, Channel Sales Director and Alexandre Kaidbey, Director of Pre-Sales and Professional Services for North American CitiXsys operations.

This recent hire supports the company’s strategy to expand partner infrastructure in North America with its solution, which features native connectors to popular ERP systems, making it attractive to VARs that are already working with their customers’ ERP systems and looking for a point of sale that can be easily installed.

Wallace’s previous retail and POS background primarily comes from his work experience at NCR Corporation. Additionally, he has nearly two decades of sales experience. He will be responsible for enabling and directly supporting new ISV and value-added reseller partners in North America and he will report to van Staden.

“I am excited to bring my knowledge of the channel, inside and outside sales, and POS to this new opportunity. I believe there is tremendous growth potential for both myself and iVend Retail in the U.S. market, and I fully expect for us all to be successful together,” says Wallace.

Following on the announcement of a $20 Million Series B funding to CitiXsys last year, the company is moving aggressively to address the global retail market with innovative solutions. CitiXsys CEO, Kamal Karmakar commented that, “Today more than ever, the boundaries between online, offline and mobile shopping channels are eroding, causing consumers to ask for more from retailers, and retailers accordingly to ask for more from their technology providers.”

About iVend Retail
iVend Retail by CitiXsys is a global provider of integrated omnichannel solutions designed for the way retailers work today. iVend Retail’s solutions for point of sale, loyalty, eCommerce, digital passes, mobility, and analytics increase retailer revenue, improve customer retention, and bring in new business, all while lowering operating costs. Learn more at ivend.com.

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Retail customers are increasingly demanding a true omnichannel experience from their merchants of choice. To stay competitive, retailers need a flexible, best-of-breed point of sale (POS) solution that can integrate easily with their ERP and other back-end business solutions.

However, that integration is rarely smooth. ERP software vendors do offer POS modules, but they often lack the functionality needed to meet constantly evolving customer demands. At the same time, many third-party POS solutions are difficult (or at times impossible) to effectively integrate with other solutions without costly and time-consuming customizations that can make future updates more challenging.


Integrate Your ERP Like a Pro iVend POS gives you ultimate flexibility with open APIs and native ERP integrations you won’t find with other point of sale systems.

Schedule a Demo Today >>

Retailers want to choose both their ERP and POS solutions on their merits, while having the capability to easily integrate the two. Below we’ve listed five tips to help make that happen using an open API-based retail suite.

1) Define your integration goals first.

What do you hope to accomplish by integrating your POS and ERP solutions? Are there internal efficiencies you hope to gain? Are you attempting to implement an omnichannel sales approach? Do you need to improve your analytics capabilities? Some combination of those?

With clear goals in place, it will be easier to outline and identify the retail systems that will need to be integrated, and the data that these solutions will need to share.

“Don’t underestimate the value of integrating your POS and ERP systems. The single best decision you can make to improve your enterprise is to remove the barriers between these two systems. The implications for your organization are far reaching from improved analytics to a decrease in redundant, manual data processes,” says Paula Da Silva, EVP of Partners and Alliances – Global at CitiXsys.

2) Choose the right POS and ERP solutions.

Your integration will only be as good as the software tools you choose to integrate. While many vendors promise an easy integration or claim to have pre-built connectors to your business systems, the quality of those integrations (and the labor required to make them work) can vary significantly. Do some due diligence when it comes to investigating these claims – talk to customer references, and make sure your own IT team can test out these solutions (preferably using your own data) before making a decision.

An open-platform POS system is ultimately the only way to ensure this type of seamless integration. An open API allows developers to integrate with POS with the ERP and other solutions. With an ERP-agnostic approach, this type of POS can help streamline data exchanges between store systems, accounting, e-commerce, CRM, and other systems in a way that will eliminate manual data entry and ensure accuracy.

An open API approach also makes the POS solution “future-proof” in that you can more easily support any changes to your business software ecosystem over the long term.

3) Designate a “master architect” to manage the integration.

POS and ERP integration affect every aspect of a retailer’s business. As such, managing this project can’t be a part-time job. Identify an executive within your organization with high-level project management experience that can dedicate themselves full-time to the integration.

This project manager will need to get all parties and stakeholders on board, including employees from the C-level down to the store associates. To that end, you should select someone that has the ear of top executives, credibility within the organisation as well as the ability to sell the new system across the organization.

If you don’t have someone that fits the bill internally, then engage a third-party to help manage the integration. Without a clear, empowered project chief, it’s unlikely the integration will stay on track time-wise and stay within budget.

4) Don’t forget quality control (QC) measures.

The integration quality control team should have a deep knowledge of both the POS and ERP systems, as well as their behaviors in defined scenarios. Both systems should be tested thoroughly prior to the go-live to ensure the integration is working as expected under a variety of conditions.

Establish a tight, well-defined testing and go-live schedule and roll-out plan with agreed upon data migration, mapping, and testing milestones. This will help keep the project on schedule and avoid scope creep as things progress.

5) Have a clear ROI in place.

At the start of the project, use your previously defined integration goals to create a list of measures of success with which to gauge the integration. Gather data prior to the integration to establish a baseline, and determine just how improved operations under the new solution are expected to be.

For example, iVend Retail’s customers report a number of key improvements after an implementing iVend Retail solutions that contribute to ROI, including:
–  5%-10% increase in sales
–  1%-2% increase in net margin
–  10% reduction of inventory investment
–  20% increase in customer satisfaction
With those key performance indicators defined, make sure you have a way to effectively gather data to make those measurements after the deployment is complete.

iVend Retail offers a scalable, Open API POS solution that can ease ERP integrations and transform disparate business solutions into a seamless retail ecosystem. Contact us today to find out more about how to eliminate POS-to-ERP integration challenges.

Executive Vice President of Global Partners and Alliances for CitiXsys, Paula Da Silva has more than 25 years of experience in information technology. Since 2006, Paula has been instrumental in building iVend Retail into a global market leader in the retail industry and currently spearheads the recruitment of channel partners to expand iVend Retail’s worldwide footprint. As a thought leader she has authored multiple online articles for publications like Apparel, Retail Touchpoints, Total Retail, RIS News and Multichannel Merchant. Frequently invited to speak, she’s made appearances at Retail Now, The Australian Retailer Association and at Sage Partner Community events. Paula’s passion for retail extends to her personal life where she has made shopping an art form, visiting premier shopping destinations around the globe from Sydney to Los Angeles.

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May 28, 2019, India – Building on its ongoing weekly CSR efforts to support the local communities that CitiXsys employees live and work in, the #iVendGivesBack team has joined efforts this World Hunger Day to distribute food aid to more than 10,000 homeless people in and around Delhi NCR for the next 10 days.

Every year, as a part of World Hunger Day (May 28) awareness drives are conducted throughout the world to reach out to those in need with food aid and bring more understanding to the inextricable link between hunger and poverty.

More than 821 million people in the world go hungry every day and to address this, the #iVendGivesBack team has undertaken an important goal to feed the needy each day during these ten days and on each day of giving to empower those living in poverty to become the agents of their own development and help lift themselves above the poverty line for good.

CitiXsys provides meals for close to 1,000 people each day that are distributed by the #iVendGivesBack team, who add personal donations and take time out of their busy days to serve warm meals locally around CitiXsys’ Research & Development Centers in Delhi, India

View our photo gallery of the #iVendGivesBack team in action and join us on World Hunger Day to make a difference in the poorest communities.

About iVend Retail

iVend Retail by CitiXsys is a global provider of integrated omnichannel solutions for retail and hospitality chains. Our software solutions integrate vital systems to produce a flawless ecosystem where data flows instantly and freely, with minimal IT investment. Designed to provide exceptional customer experiences throughout the entire shopper and dining journey, iVend Retail solutions for point of sale, loyalty, eCommerce, digital passes, analytics and mobility will increase revenue, improve customer retention, and bring in new business, all while lowering your operating costs. Our suite of solutions is available through a worldwide distribution network of certified partners.

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May 22, 2019, New Delhi – As part of its core commitment to corporate social responsibility, CitiXsys launches a second-year initiative (#CitiXsysGivesBack) to empower employees to serve and support the local communities around its Research & Development Centers in New Delhi.

Every Friday CitiXsys employees on a rotating basis are given leave from work to give back to their local community by entering impoverished neighborhoods and local orphanages to distribute packaged and cooked foods, snacks and drinks. All of the food is arranged centrally by the Company, and on distribution day is cooked fresh in the morning to be distributed during lunch times to those most in need. Employees participate both in the form of distribution of food assistance and goodwill visits with children, plus by contribute packaged food donations that they have purchased on their own.

CitiXsys believes that it is part of its corporate social responsibility to be involved in issues such as respect for the people, environment, and communities that we live and work in. These principles have always been part of the Company’s activities, and find expression in corporate culture, relations with institutions and industry associations, and in outreach supporting the communities in the areas where it is present. To this end, everyone at CitiXsys participates in this initiative from the office assistants up to department heads and corporate leadership.

In its first year with a defined CSR initiative, CitiXsys employees volunteered at a local orphanage by contributing much needed raw goods and sweets for local kids and spent a few hours with them after office hours each week.

CitiXsys is also a proud participant and supporter of the Mission Million campaign (#MissionMillion2018) organized by the Robin Hood Army. Ashna Sethi, Senior Manager of Global HR for CitiXsys, is largely to credit for spearheading the generous Company-wide CSR initiatives, commented that, “we joined in the exciting effort to do our part to donate food to impoverished communities and help meet the ambitious goal of feed one million of our fellow citizens in need of assistance.” CitiXsys has also run a charitable donation campaign for the Retail Orphan Initiative (www.retailROI.org), a foundation that seeks to help the 400 million orphaned and vulnerable children around the world.

About iVend Retail

iVend Retail by CitiXsys is a global provider of integrated omnichannel solutions for retail and hospitality chains. Our software solutions integrate vital systems to produce a flawless ecosystem where data flows instantly and freely, with minimal IT investment. Designed to provide exceptional customer experiences throughout the entire shopper and dining journey, iVend Retail solutions for point of sale, loyalty, eCommerce, digital passes, analytics and mobility will increase revenue, improve customer retention, and bring in new business, all while lowering your operating costs. Our suite of solutions is available through a worldwide distribution network of certified partners.

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FOR IMMEDIATE RELEASE, May 10, 2019, Fiji – Responding to governmental regulations on tax structure for hotels and supermarkets in Fiji, the oldest family owned and operated resort on Malolo Lailai, Musket Cove Island Resort and Marina has made an investment to upgrade its IT systems to streamline their daily sales operations and comply with the Fiji Revenue and Customs Service (FRCS) VAT monitoring system (VMS) via the accredited iVend Point of Sale (POS).

IT Excellence & Unparalleled Customer Service

Tucked among the coconut palms, tropical gardens, lagoons and a stunning beachfront, this island hideaway resort captures the essence of Fiji and accordingly, management looked no further than trusted, local IT experts Datec Fiji Ltd. to evaluate and implement new technology for their resort operations, with a diverse range of accommodation choices, residential development, marina, day spa, supermarket, bar & restaurants managed by a dedicated staff of 175.


Don’t settle for just a point of sale. Choose iVend Retail. POS. Loyalty. mPOS. eCommerce. Digital Passes. Analytics.

See it in Action! >>

Embracing Digital Transformation in Fiji

According to Greg Levestam, IT Manager at Musket Cove, “We evaluated a few vendors who could help us comply with government standards and after our research, felt that the iVend Retail software was way in front of the competition with regard to functionality; we also knew we’d receive strong local support from Datec.” Musket Cove employee, Abhishek Singh agreed that the system was a big upgrade, and readily made accessible more detailed reports on daily operations, accounts, audit and stock take, all the while allowing them to serve their customers in the laid-back fashion typical of the Island.

iVend Retail by CitiXsys is an integrated omnichannel suite comprised of point of sale, loyalty, eCommerce, inventory, digital passes, analytics and mobility solutions with integration with any ERP. Retail and hospitality businesses gain the ability to seamlessly provide exceptional customer experiences throughout the entire shopper and dining journey. The solution is available through a worldwide distribution network of certified partners.

Datec Leads the Local Implementation

Datec Fiji Ltd. managed iVend Retail accreditation with the Fiji Revenue & Customs Service (FRCS) VAT Monitoring System (VMS) last year. According to Raj Singh, Business Development Manager at Datec (Fiji) Limited, “We were pleased to add Musket Cove to our existing Fijian customer base and iVend Retail to product portfolio, already consisting of Sage ERP and other IT products. We found iVend to be above the other POS software we were selling due to its customisations that allow us deliver compliance with the Fijian government and also connect to Sage or another ERP.”

Musket Cove Island Resort and Marina, winner of the TripAdvisor Certificate of Excellence is proactively getting ahead of digital transforming and navigating a rapidly changing technology ecosystem with best-of-breed business management solutions.

For more information:

About iVend Retail – www.ivend.com

iVend Retail by CitiXsys is a global provider of integrated omnichannel solutions for retail and hospitality chains. Our software solutions integrate vital systems to produce a flawless ecosystem where data flows instantly and freely, with minimal IT investment. Designed to provide exceptional customer experiences throughout the entire shopper and dining journey, iVend Retail solutions for point of sale, loyalty, eCommerce, digital passes, analytics and mobility will increase revenue, improve customer retention, and bring in new business, all while lowering your operating costs. Our suite of solutions is available through a worldwide distribution network of certified partners.

About Datec Fiji Ltd. – http://www.datec.com.fj

Datec (Fiji) Ltd is a leading ICT Solutions Provider and Integrator offering a diverse range of products, solutions and services. Datec is committed to impacting clients’ business outcomes by providing technologies that maximize their potential. Founded 30 years ago, Datec today has some of the most skilled technical teams supporting a diverse range of customer requirements in Fiji. We use our experience and capabilities to empower our clients across various sectors including Corporate, Tourism, Government, Financials, SME, NGOs, Schools, Media, etc

About Musket Cove – https://www.musketcovefiji.com

The resort is family owned and operated by Fiji’s oldest resort company, enjoying more than 50 years in the Fijian hospitality industry. At Musket we are proudly Fijian and embrace our countries rich and diverse culture. We are committed to delivering a true Fiji Island experience. You will be hosted by 175 extremely warm and dedicated staff, who will endeavour to ensure your holiday experience is unique and that you return home with fond memories of our island paradise.

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Retail technology leader throws its full weight into the region with expansion plans for Malaysia, Philippines, Thailand, Indonesia, Vietnam, and Singapore

For Immediate Release, May 8, 2019, Singapore – CitiXsys, a global provider of integrated omnichannel solutions for retail and hospitality management is embarking on an expansion plan with office openings across Southeast Asia to help retailers improve all facets of their operations and partner with leading technology resellers interested in addressing the Asian retail market.

Southeast Asia is set to grow in prominence on the global retail stage – it is the world’s fastest growing internet region with eCommerce alone expected to reach $53billion USD by 2023. After raising a Series B round of $20m USD in late 2018, CitiXsys has the financial backing to aggressively go into these markets.

“Purchasing a retail management solution is one of the most important decisions a retailer can make, since the future of the entire business hangs on its success,” says Kamal Karmakar, CEO of CitiXsys. “Southeast Asia offers an ideal business climate today, and with such massive opportunity in this important region, well-placed retailers can capitalise by streamlining their operations and also delivering a better customer experience.”

CitiXsys’ flagship product iVend Retail, is an omnichannel solution designed to enable retailers to maximise their sales and margin potential by delivering a seamless shopping experience for customers across all channels. For enterprise retailers, it is the only omnichannel offering with an extensible code base and API integration to any ERP, plus proven connectors to SAP, Sage and Microsoft Dynamics 365 Business Central.

“Already in 2019, the CitiXsys Channel Partner ecosystem in this region has grown by 30% signaling a need for solutions designed to complement the way retail works in Asia today,” shared Executive Vice President of Global Partnerships & Alliances for CitiXsys, Paula Da Silva. “By opening up more local offices and bringing on local product expertise we will be able to better support the needs of our fast-growing client, partner, and distributor base in Southeast Asia.”

Thitima Manitporn, Business Director for e-Rong Consultants Co., Ltd. echoes the enthusiasm for CitiXsys’ growth in the region and observed that, “the omnichannel solution market in Thailand will be expanding a lot in the future and after learning about iVend Retail by CitiXsys we felt it was an amazing product for us, is easy to customise and will help us better support our existing retail customers.”

Following are some highlights of CitiXsys’ rapid deployment:

  • In Thailand, CitiXsys has signed prominent IT enterprise distributor, e-Rong, to enable its own network of partners to roll out iVend Retail.
  • CitiXsys’ new offices will total 6 across Southeast Asia, in Jakarta, Indonesia, Vietnam, Manila, Philippines, Bangkok, Thailand and Kuala Lumpur, Malaysia.
  • In Singapore, a partnership was signed with leading SAP solutions partner Axxis Consulting to resell CitiXsys products.

With the expansion plan in full swing, there is an immense need to hire local talent and build on the established employee base in Philippines, Malaysia and Vietnam with an active Human Resources search for a Channel Sales Manager, Consulting Manager (Local Product Expert) and Inside Sales to fully staff each of its 6 offices.

To learn more about the omnichannel solution used by leading retailers across Southeast Asia, please visit www.ivend.com and information on career opportunities can be found at https://ivend.com/careers/

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Loyalty programs are becoming more important to shoppers, according to the 2019 Global Shopper Trends Report by iVend, which found a 12% increase in customer loyalty card usage over last year. In 2018, 83% of shoppers reported it was a deciding factor on where to shop and this year, it rose to 93%.

Customer loyalty cards have made a surge in popularity thanks to digital wallets and retailer apps that make it easier for consumers to earn, redeem and manage rewards online. Another major contributor is Gen X and Millennial shoppers who are the most frequent users of loyalty cards. The two age groups are fuelling the boom right now – 95% report participating in loyalty schemes – but Gen Z, the generation with increasing buying power and the up and coming retail trendsetters, is not far behind with 93% participation.


Be the Store They Choose Every Time Implementing a loyalty scheme translates into more sales.

Learn more about iVend Loyalty >>

Customer Loyalty Card Usage

iVend’s Shopper Trends Report found that nearly 92% of patrons reported that they made purchases to earn loyalty rewards. These repeat customers are the key to retail viability, as most agree with the Pareto Principle — that 20% of shoppers are responsible for 80% of revenues.

When given a choice between stores, 35.3% of shoppers base purchase decisions on loyalty rewards at least half the time. If a customer needs to buy groceries, this means 50% of the time they are going to choose the grocer where they’ll earn rewards for their purchases.

How Often Consumers Shop with a Retailer Because They Earn Loyalty Rewards or Points

Customer Loyalty Card Motivators

According to 83.3% of global consumers, the most common motivation for shopping with retailers that have customer loyalty cards is to earn discounts and free items, but that’s not enough to entice everyone. Almost 38% of survey respondents join these programs for members-only product updates, while 26.7% want access to VIP events, benefits and experiences. Customer loyalty cards can also make shopping experiences more enjoyable, which is the draw for 21.3% of shoppers.

Customer Loyalty Card Account Management

iVend’s survey also found that most global consumers prefer to manage their customer loyalty cards themselves. Only 3.3% of consumers prefer a store associate manage their loyalty program accounts for them, while the sheer majority of shoppers like to maintain control over the programs they participate in.

How do people access their loyalty program or information?

  • 33.3% in person with a card
  • 32.9% through a smartphone app
  • 24.5% through an online portal

Loyalty Card Management by Age

As mentioned, Gen X, Millennials and Gen Z like to manage their cards digitally, but customers ages 55 and older are less likely to use digital methods to manage their customer loyalty cards. Only 12.7% of customers ages 55-64 manage theirs through a smartphone app, and that number goes down to 5.2% for people 65 and older. The large majority –nearly 60%–of senior shoppers 65 and older like to manage loyalty transactions in person, with a physical card, making in-store customer service very important to senior shoppers.

Implementing a Customer Loyalty Card Program

Customer loyalty programs should be multi-tiered incentives that fit your brand and offer achievable reward levels based on visit frequency or purchases. Implementing a loyalty solution that integrates with your retail management system will help you facilitate the program and evaluate its success. These programs also provide customer relationship analytics that can form the foundation of a marketing campaign based on shoppers’ buying habits, frequency of their visits or loyalty to certain brands.

Customer loyalty cards don’t automatically translate into repeat business, but a proactive approach will ensure that shoppers feel like their purchases are valued so they’ll want to return. Not offering your customers a way to be loyal to your brand could be hurting your revenue.

iVend Loyalty goes beyond simple points and rewards. It integrates with your point of sale and your ERP, giving you reporting and analytic capabilities to build a successful retail marcom initiative that boosts sales. Schedule a demo today.

As Vice President of Global Marketing, Mia is responsible for providing leadership and executing on marketing initiatives for CitiXsys globally. She brings 10 years of marketing experience for B2B and B2C technology companies in the retail, supply chain and food & beverage sectors. Her expertise lies in developing award-winning content and delivering data-driven demand generation campaigns. Mia works closely with regional sales teams to develop strategies for demand generation and has a keen eye for regional marketplace variances having worked in the USA and abroad in Africa & Latin America.

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In last year’s survey report, about 50% of consumers reported ordering items online for in-store pickup. One year later, there’s been unprecedented growth in this omnichannel retail strategy, as 81.4% of shoppers surveyed report using “Click and Collect” or “Buy Online Pickup in Store” (BOPIS).

However you refer to it, shoppers are all for it. What’s the reason behind the 62% jump in in-store pickups of online orders? The research from this year’s shopper trend report shows several factors from convenience to saving money as part of the driving force behind the trend.


Build a Healthy Retail Ecosystem Get this infographic to see the 5 things you need to thrive in an integrated omnichannel world.

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  • The convenience of online shopping
    There are few downsides to online shopping. Shoppers don’t have to leave the house, stores are open 24/7, and customers can see everything in stock and sorted by a variety of fields like size, colour, season, etc., with a tap of a finger or a click of a mouse. Click and collect is the natural evolution of eCommerce for consumers who prefer to shop online but crave instant gratification.According to the iVend survey, 44% of respondents favour click and collect retail because it saves them from wandering up and down aisles looking for an item. It’s so much faster to go straight to the designated online order pickup area, collect the items and get out.

    For the undecisive, click and collect provides the opportunity to consider all the possibilities before clicking on the buy now button.  In fact, 38% of survey respondents reported using click and collect because they like taking their time when deciding on a purchase.

  • The instant gratification of in-store shopping
    BOPIS is ideal for shoppers who like ordering online but hate waiting for an item to ship or who don’t want to pay shipping charges.  Click and collect retail eliminates both the wait and the costs associated with shipping.iVend’s survey notes that 47.4% of people choose click and collect to avoid shipping charges, while 38.9% want to have their items right away, rather than waiting for shipments to arrive.

    The added flexibility around returns plays a factor in the click and collect retail trend as well. Buying online, picking up in store alleviates the added hassle of having to ship back unwanted, damaged or ill-fitting items. Nearly a quarter (21%) of those surveyed cited easy returns as a motivator for choosing to pick up an online order in a store when presented with the option at checkout.

  • The boost in retail sales
    According to a report by real estate giant CBRE, BOPIS and its sister method, buy online ship to store (BOSS), have increased sales for major retailers. According to the same study, home improvement store The Home Depot in the United States reported that 47% of online orders are picked up in store. The increase in in-store pickups is directly related to the boost in sales.iVend Retail customers also report an increase in sales revenue after implementing click and collect capabilities because of the increase in foot traffic to their brick and mortar locations. Driving foot traffic gives retailers the opportunity for additional sales from impulse buys and peripheral items or services.

Making Click and Collect Retail Work

With more retailers offering click and collect services to increase sales and in-store traffic and more consumers taking advantage of it for the convenience and time-saving factors, it’s a great time to implement this omnichannel strategy into your retail ecosystem, if you haven’t already.

For click and collect to be successful, it’s imperative that backend systems are fully integrated. Your inventory has to sync with your eCommerce store and with your point of sale – and hopefully your ERP. It all has to be connected to make it work and to realize the ROI that other retailers are enjoying by offering BOPIS and BOSS in their stores.

If you are ready to take your omnichannel to the next level with an integrated omnichannel ecosystem that can support click and collect services, contact us for a free demo of iVend Retail’s retail management system.

Executive Vice President of Global Partners and Alliances for CitiXsys, Paula Da Silva has more than 25 years of experience in information technology. Since 2006, Paula has been instrumental in building iVend Retail into a global market leader in the retail industry and currently spearheads the recruitment of channel partners to expand iVend Retail’s worldwide footprint. As a thought leader she has authored multiple online articles for publications like Apparel, Retail Touchpoints, Total Retail, RIS News and Multichannel Merchant. Frequently invited to speak, she’s made appearances at Retail Now, The Australian Retailer Association and at Sage Partner Community events. Paula’s passion for retail extends to her personal life where she has made shopping an art form, visiting premier shopping destinations around the globe from Sydney to Los Angeles.

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