Tag: Austin

SXSW 2016: The Customer May Always Be Right, But What The Heck Do They Want?

Posted on | by Mariana Fischbach

SXSW Interactive 2016 blazed through Austin this past week in typical disruptive fashion, bringing the tech industry’s brightest minds into town for a five-day festival that was all business during the day and all party during the night.

No matter the application, the topic of how to engage customers was at the forefront of the most prominent conversations. From machine learning to data analytics to mobile, all technology pointed to one focal point – the customer and their engagement.

However, during all of the discussions one thing became apparent: while we now have technology that can help us track and study customers’ actions throughout the engagement cycle, we cannot yet decipher what prompted the customer to begin the engagement process with a particular brand.

Zappos Product Manager Kandis Yaokum best described it during the panel session titled “Future of Cool: Predicting What’s Next in Fashion”. Sitting alongside ThoughtWorks Senior Retail Consultant Rachel Brooks, Google Fashion Data Scientist Olivier Zimmer and Shoptelligence Founder Laura Khoury, Yaokum discussed how data analytics is helping fashion retailers predict what will be the industry’s next big trend. When Yaokum was asked “what kept her up at night?,” she answered that it was not knowing why a particular customer decided that a certain product was the “cool one” to buy and what stirred the initial curiosity to engage with a brand.

All the panel members described how data analytics is historical by nature, and can help deliver better insights into overall trends that can help predict the future. However, understanding what sparked a customer’s initial attention is still something that technology cannot yet decipher.

It seems we are at an inflection point, however; additional sessions all pointed to a better understanding of the customer and different ways we can look at the convergence of brand and technology to spark and measure customer’s attention. Key themes that emerged included:

It’s all about psychology: a brand’s engagement with a consumer should have personal and organic connection.

  • Marcela Sapone, founder of the New York based startup, Hello Alfred, discussed that how brands make you feel is all about perception, and brands can use this perception alongside technology as a metric to continue innovating and building a better product.

Going beyond the product – A physical store setting should be more about the overall experience and providing content customers can immerse themselves in.

  • STORY founder Rachel Shecthman discussed how the retail store should be utilized as a media channel to create an experience that immerses customers in the overall story and gives them something to do. We should think about physical stores as living labs and places of entertainment that are enabled by technology.

Democratizing access to luxury: luxury is now defined as a combination of access, experiences and usability.

  • Discussing wearables, Uri Minkoff and Decoded’s Liz Bacelar emphasized how luxury items should be both about usability and functionality and how the wearables of the future will be more about portraying emotion than tracking health data.

ALL customers are individuals.

  • Refinery29’s Phillipe von Borries discussed how all brands should look to people as individuals instead of grouping them into a block such as a generational age group. The power, he says, lies in niches – people who are defined by their overall passions and hobbies.

At the end of the day, the customer is the key driver, and brands that look to incorporate innovative technologies and tactics into their overall customer experience philosophy will continue to spark their attention.

New Year, New Site, New Baby!

Posted on | by Ketner Group

This has been an exciting couple of months at Ketner Group. As we covered in our last few blogs we had a very successful NRF with 11 of our 18 clients attending, making announcements and holding over 80 meetings with analysts and media.

Jeff Meets Jack!Behind the scenes, our team has been furiously working on building this brand new site that you see today. Countless hours went in on our end cultivating the content and working with Creative Pickle to create this beautiful site! We thank them for their patience and creative leadership.

Thirdly, and most exciting, we are happy to announce that our fearless leader, Jeff, and his wife, Molly, are
now grandparents! Their daughter and son-in-law welcomed Jack Andrew Winterroth in to the world at 9:30pm on Wednesday, February 3. He is a healthy 6 pounds and 12 ounces. We are thrilled to welcome this newest addition into the Ketner Group family. Congratulations Jeff, Molly and the entire Ketner clan!

 

Videogames, Stethoscopes and Retail Robots: South by Southwest 2016 is going to Rock

Posted on | by Ketner Group

SXSW_Platinum-2015-RGBWhen the experts from a diverse range of disciplines come together under one roof, each with their own unique perspectives and hard-earned knowledge, invaluable insights are to be expected. This March, some of the world’s most respected medical innovators, videogame designers and marketing all-stars (just to name a few) will join the panels of South by Southwest 2016’s Interactive Series in Austin, Texas to dissect, debate and present the most groundbreaking discoveries in each of their respective fields. Of course, they will all be awesome, but there are six in particular that we are dying to see (and you should be too). We have a handful of clients throwing their hat in the ring to speak on some incredible panels, and we encourage you to support the panelists with your vote, and tell us which presentations have you most excited!

First up is Order Dynamics, resident experts at retail data analytics. They will dive into the world’s toughest industry to find the perfect commerce cocktail with their discussion on “Retail Data Mixology.” John Squire, President of DynamicAction, will join Kevin Ertell of Sur la Table, Laura SXSWHeller of FierceMarkets and Forbes, and Dr. David Bell, a consumer shopping behavior expert from the University of Pennsylvania, to uncover key ways to pinpoint customer and marketing needs. Show your support by voting them into the Panel Series here.

As well, 360pi, big data pricing analysts, are prepared to give you a glimpse “Inside the Retail Vortex.” They will share valuable insights along with Paula Rosenblum of RSR Research, Andy Voelker of Ace Hardware, and Dana Klein of Reebok Adidas Group, on what the “new normal” of retail looks like for brands who are adapting (or not) to the online surge. Vote them into the Panel Series here.

Shopatron will save you from the wait of online shopping and divulge how to avoid the retail “time suck.” Learn from CEO of Shopatron Ed Stevens and San Francisco Chronicle columnist and author Thomas Lee about how retailers can improve customer sentiment and reduce shipping costs by getting smart about local product searches. Vote for this panel to be officially selected into the Series here, and we’ll see you there!SXSW2

Mirakl will tell us the story of “How the Online Marketplace Ate Retail.” We all love shopping online in some form or fashion – but how much of that is done on Amazon, and now Jet.com? While it may be ideal for consumers, retailers are still working out exactly how to keep their profits up and overhead low. Join Mirakl’s CEO for the U.S. Adrien Nussenbaum, Paula Rosenblum of RSR Research and Forbes, and Chandhu Nair of Staples as they provide insights on our web-based retail era. Show your support with a vote here, and we’ll see you in Austin!

Watch human and machine collide with Edgecase’s Lisa Roberts and their fellow panelists Brian Schultz of Crate and Barrel, John Perasco of Urban Decay, and Alicia Fiorletta of Retail TouchPoints as they present “The Future of Retail: Human + Machine Curation.” Show them your excitement and support with a vote here to see just how machine learning can revolutionize online shopping.

Want to be a retail fortune-teller? Retail Innovation Consultant Rachel Brooks of ThoughtWorks will predict the “Future of Cool” for retailers in the fashion industry alongside Google’s Fashion Data Scientist Olivier Zimmer, Zappos’ Content Editor Kandis Yoakum, and CEO and Founder of Shoptelligence Laura Khoury. They’ll discuss how technology can help retailers deduce up-and-coming fashion trends, but they need your vote here to officially join the Series.

With such a compelling lineup, innovation is expected, breakthroughs are likely, and fun is a definite. Place your votes now (deadline is this Friday, September 4), and we will see you in March!

It’s an Amazon world, we’re just living in it

Posted on | by Ketner Group

If you know anything about the retail industry you’ve probably heard a thing or two (or a million) about Amazon. Amazon, an ecommerce giant, provides thousands, if not millions of items to consumers from all over the world delivered to your door step within days. Retailers, physical and digital, find themselves competing with Amazon constantly. It’s hard to beat impeccably cheap prices, two-day free shipping and same-day delivery in some cities for Prime members. But now there’s something else to compete with. Amazon announced that it would be launching Prime Day, an event to celebrate their 20th anniversary. Amazon boasts that it will have deals that are much bigger than those on black Friday. Of course the purpose of this is to drive sales, but how can other retailers beat such a heavy promise?

Walmart, for one, is taking a big stab at competing with Amazon. Walmart’s CEO Fernando Medeira posted a blog titled “Why Every Day is Low Price Day at Walmart,” in which he announced they would reduce the minimum free shipping for online purchases from $50 to $35 and reduce prices on thousands of online items. “We’ve heard some retailers are charging $100 to get access to a sale,” Medeira stated in the post. “But the idea of asking consumers to pay extra in order to save money just doesn’t add up for us.” A point well made by Walmart, which was clearly taking a punch at Amazon’s Prime Day event. A few days later Walmart increased the competition a bit more with their new promotion called “Dare to Compare,” in which they guarantee that they will offer lower prices than Amazon and invite consumers to compare the prices themselves.

Though two of the biggest retailers in the world are going head to head in competing for market share based on low prices, they are not the only ones. Food Lion has also jumped on the price lowering bandwagon. They announced they would be lowering prices on thousands of items that are most important to consumers based on extensive research and frequently purchased items. To ensure that consumers are aware of the price cuts, Food Lion is using three signed deal offers including, “WOW: Lower prices on thousands of items that matter most to customers, offered for longer periods of time,” which also alludes to Amazon’s brief one-day event.

As the highly anticipated Prime Day is in full swing, many consumers are anything but impressed. Many consumers went to social media to criticize the event for its unexciting items and for the fact that there are waitlists for those items. Though Prime Day isn’t what people expected, the event still sparked a lot of competition from other retailers and interest from the media and consumers alike. The fact that other retailers created promotions in response to Prime Day deals shows just how significant Amazon’s influence is in the retail industry.

 

Meet Adrienne Newcomb

Posted on | by Ketner Group

adrienneHi there, Adrienne Newcomb here! I’m the newest addition to the Ketner Group team. I joined Ketner Group this month as an Account Manager and so far, everything is off to a great start!

I’m originally from Fort Worth (not Dallas) and have lived in Austin for close to nine years now. Like many others, I moved to Austin to attend The University of Texas at Austin (Hook ‘em), and when my four years at UT Austin studying public relations were up, I couldn’t quite find it in my heart to leave.

I began my PR career as a communications specialist at Mental Health America of Texas (MHAT), where I had previously interned during undergrad. Much of my work at MHAT was spent planning events, raising funds and working closely with board members. Just before I decided to leave MHAT, I spent some time working with an ad agency on website redesign for the non-profit. Through that experience, I knew I wanted to the next stop on my career path to be at an agency.

I decided to take a leap of faith and quit my day job at MHAT without my next full-time opportunity lined up. Luckily, I quickly landed as an intern at what was then WPP Team Dell (and now PPR Worldwide), Dell’s communications agency of record, where I began my dive into two new worlds: agency life and enterprise technology. After a few months crash-course in both and working with a large, worldwide client such as Dell, I was hired full-time. During my time at PPR, I obtained valuable PR experience and was also introduced to the world of analyst relations. My experience included coordinating 1:1 briefing schedules for hundreds of influencers and executives at Dell World and managing the ins and outs of day-to-day activities and  client relationships.

Now for the fun stuff!

I’m a dog mom to Mackey, a red and white piebald, miniature dachshund who I adopted last year through a rescue group. Our favorite activities include snuggling on the sofa and strolling along Shoal Creek. Feel free to request photos and videos, I’m happy to share.

I’m also an aunt to two beautiful girls who are eight and almost two. They live in Fort Worth, but I usually see them once a month or so. Again, photos and videos available upon request. Speaking of family, I have an older brother and younger sister, making me the middle child. According to the experts, that explains a thing or two.

In addition to my fur and human family, I’m an avid reader (feel free to send over any recommendations, or we can nerd out over our recent reads), an aspiring home decorator and an overly involved Texas Ex.

And here I am, the newest addition to the growing Ketner Group team and now you know a little about me. I look forward to meeting you and getting to know you, as well!

#RetailRoundUp

Posted on | by Ketner Group

It has been a very busy week for the retail industry, from being able to shop and buy items from Nordstrom with just a simple text, to the new-found ways to utilize pop-up stores. Check out the top stories this past week from the retail world:

Nordstrom enables shopping via text via Retailing Today

Imagine a world where you could text someone what you wanted, and all of a sudden it’s yours. Well, for all of those shopaholics out there, it’s time to rejoice. Nordstrom has launched TextStyle at all of their  116 U.S. stores, and it’s basically revolutionized retail. TextStyle allows shoppers to make purchases from a personal salesperson or stylist, and enables associates to send new product recommendations to customers with a text message. If the customer would like to purchase the items, they can by simply replying with ‘buy’ and a unique code. Shoppers can also send their salesperson a text message with a product description or photo. All purchases are completed with the customer’s Nordstrom account information, and items are shipped directly for free.

Of course this isn’t the most mind-blowing news around. There are many retailers that have similar programs like this, but Nordstrom is now the only retail company in the U.S. that offers customers who opt-in the ability to shop and buy with just a text message. TextStyle provides consumers with a unique, efficient and extremely personalized way of shopping.

Target addresses digital channels after overwhelming demand for Lilly Pulitzer collaboration via RIS News

April 19, 2015, is a day that will live in infamy. It was the day that the Lilly Pulitzer collaboration with Target, #LillyForTarget, launched, sold out in minutes, crashed the company’s website and left many people angry, sad and extremely disappointed. Target’s CEO, Brian Cornell, noted that the company was disappointed their, “digital channels were not able to properly accommodate the surge in traffic at the time of the launch.”

Since that chaotic event, Target has been working to redeem itself and its digital business. Target announced during their Q1 2015 earnings call, that the company will make a $1 billion investment in technology and supply chain. Kathryn A. Tesija, executive vice President, chief merchandising and supply chain officer, ensures the company will continue to invest in technology and supply chain to allow their guests to shop on demand, and to improve the economics of its online business meaningfully. Target is now “working to address root causes and learn from the experience” as they prepare for the upcoming holiday season and the accelerated growth of the company.

Jo-Ann Fabric among first retailers to partner with Pinterest’s new Buyable Pins via Chain Store Age

We’ve all been there… well most of us. You’re scrolling through your Pinterest feed and you basically fall in love with everything you see. You re-pin it, thinking that you might attempt to create it later. After a while, you finally have time to create this beautiful masterpiece that is supposedly simple to do. But then you realize achieving the perfection that is pictured on Pinterest is basically unattainable, and your sad attempt hardly resembles it. Well, look no further because you can finally buy items from Pinterest directly from the site!

Pinterest is embarking on their first attempt in e-commerce by partnering with various retailers, including fabric and craft specialty retailer Jo-Ann fabric and Craft Stores, for their new Buyable Pins. Currently, there are over 4.2 million pins linking back to Joann.com. With buyable pins, consumers can find a product, pin it to their board, and directly purchase it off of Pinterest.

The Buyable Pins are expected to launch on the Pinterest iOS app this month and for Android and desktop later this year. Other retail partners for Pinterest’s Buyable Pins include Macy’s, Nordstrom, Neiman Marcus and Ethan Allen.

Pop-Ups: How temporary storefronts are changing brand loyalty via Fierce Retail

Pop-up stores are a big trend this year. Though the concept of placing a shop within a shop to attract attention to new designers and collections is nothing new, but the concept of a pop-up shop today has evolved into something much more intricate. The 2015 pop-ups are used as a sort-of beta test for a physical presence for retailers that have previously only had an online store and to see how it might change brand loyalty.

Many retailers are joining this trend, including e-commerce giant Amazon with its launch of a holiday pop-up store in 2014. Brands such as Zappos, The Grommet, Crest & Co. and Boohoo have recently introduced their first pop-up store. Even the highly anticipated buzz for the sold out Lilly Pulitzer collection for Target was fueled by a pop up shop in New York’s Bryant Park.

This growing trend for retailers utilizing pop-ups can be attributed to a few important reasons. First, retailers are starting to realize that pop-up stores are a feasible way to increase sales and presence in the marketplace. Secondly, these temporary stores are a great way to track customer approval for the transition from online to brick-and mortar in a temporary setting. Lastly, opening a temporary store is relatively inexpensive with little risk, which is great when testing something new. Pop-ups are not only a great way to assess costs and success; they’re also a great way to promote a brand.

The Power of One Generation

Posted on | by Ketner Group

“They” say millennials are changing retail. Being one, I can say I agree with this statement. We’ve all seen the articles and research reports that talk to the impact that the millennial generation has had on the retail industry, but for me it’s a reality that I live and breathe everyday.

This past weekend I treated my sister to a shopping spree, as part of her Christmas gift. (I know, a little late, but better late than never!) It’s been widely reported that millennials are extremely brand loyal, and I, unknowingly practiced that this weekend. My sister and I went to Barton Creek Square Mall in Austin, Texas, and we only visited stores that we have had previous positive experiences with, including White House Black Market, Gap and Nordstrom. We didn’t even take the time of day to pop into the other stores. I would rather spend a little more on an item knowing I’ll have a more enjoyable shopping experience in that store, rather than spending time at their lower cost counterpart.

An article last spring in Bloomberg broke down how millennials are spending – stating they are more frugal and careful about what they buy. Through my personal experiences I find this true, not just for me, but for my friends. Leading into the shopping spree last weekend, I told my sister what our budget was, of course factoring a $50 buffer because I know our shopping habits. I planned for the months leading up to not have a weekend of triple digit spending make me have a financially-fueled emotional break down. I researched the stores I thought we should check out and sent my sister links to outfits and stores that were reasonably priced.

Another attribute about millennials, and something that is very near and dear to my heart, is that we prefer paying for experiences, not products. Honestly, I’d rather have airline miles or rewards that turn into miles rather than a new pair of shoes. Okay, I’d still like the shoes, but I’d give up other parts of my spending habits to go on a trip. But if my spending can lead to those experiences, then even better! Millennials are now even being coined the “Burning Man Generation,” due to their spending on experiences instead of things. Millennials are living proof of the old saying “you can’t take it with you.”

Retail is shifting and millennials are spearheading this movement. It’s scary but empowering to know my generation is playing a huge part in changing the retail scene. Knowing that we have this power, how will the next generation – know as Generation Z or Boomlets – change it even more?

PR Spring Cleaning: Four Key Steps to Raising Your Company’s Media Profile

Posted on | by Jeff Ketner

Spring is the season of new beginnings—and one of the busiest times of year for Ketner Group and our clients. We recently wrapped up our annual voyage to New York for the National Retail Federation conference, and are now getting ready to go full swing into SXSW 2015! KG clients are making exciting new product and customer announcements in the coming months, and we’re busily working with them on fresh ideas and opportunities for PR and marketing campaigns.

With Daylight Savings Time upon us in a little over a week, now is the time to do a bit of “spring cleaning” for your PR program. Believe it or not, retailers will soon be thinking about their new technology investments in preparation for the back-to-school and holiday shopping seasons, so it’s essential for technology vendors to keep up a high profile with PR and marketing campaigns.

What can companies do to kick start spring fever? Here are four simple suggestions:

Pick up the pace with press releases. Press releases are an essential way of gaining earned media coverage and creating buzz for your company. We love to see our clients generate one to two newsworthy announcements each month, as it’s a way to let key editors, analysts, influencers and prospects know your company is on the move.

Pitch, pitch, pitch. In today’s always-on news cycle, the media are hungry for content, and fall is ripe with opportunities. Holiday shopping will be one of the top business stories this fall and winter, for example, and many of our clients have story angles that feed directly into potential coverage in the coming months.

The key is to be relevant and creative. Do you or your customers have particular expertise that might be valuable to media? Then pitch your ideas; after all, the media is continually looking for interesting stories.

Focus on analysts. Industry analysts play a critical role in the technology ecosystem. How long has it been since you’ve briefed the key analysts covering your space? If it’s been 6-12 months or longer, it’s time for an update, regardless of whether or not your company is a client. After all, analysts need to understand your products, strategy and customer base in order to do their job; and since they often advise end-user companies on vendor selections, it’s essential that the analysts are up to date on your company.

Refresh your content. It’s no secret that content is king. Now is the time to refresh your website with fresh content, short videos, case studies, infographics, e-books, case studies and vehicles for telling your company’s story. Most of our clients’ software solutions have hefty price tags and solve critical business problems, so prospects will be on your site often to look for relevant, up to date content.

Friendly reminder from the Ketner Group – Don’t forget to set your clocks forward on March 8! Happy Daylight Savings Time day!

Geeking out over SXSW Panel Announcement!

Posted on | by Ketner Group

It’s only Tuesday, and the week is turning out to be very special for the Ketner Group team! A few months ago we took on the very daunting and detailed task of submitting a few of our clients to present at SXSWInteractive, in conjunction with the SXSW festival hosted right here in Austin, Texas. Yesterday morning, we were among the thousands of entrants refreshing our Twitter feed and the SXSW webpage. And finally, the magic happened—the list was announced, and we saw one of our client’s panel session was selected! Much excitement ensued, and perhaps a few yee-haws and whoops!

Image courtesy of SXSWInteractive
Image courtesy of SXSWInteractive

In addition to seeing our client OrderDynamics’s panel on the $800 billion “Ghost Economy” of lost sales retailers battle every year, there are several panels and sessions I’m planning on attending next March. Here’s a preview of a few retail and brand sessions I’ll be attending:

  • The $2 Billion Promise of Predictive Intelligence: Predictive intelligence is becoming a major topic for retailers. I’m planning on attending this session to see how Cisco and 6Sense are addressing this through their software platform to turn previous clicks and conversions into future products and purchases.
  • Mobile Tech and the Retail Revolution: Who hasn’t Shazammed a song to win an argument with a friend? In this panel, the CPO of Shazam, CPO of Mood Media and a senior editor of WWD will be discussing how retailers can utilize technology to create one-of-a-kind in-store shopping experiences while employing the wealth of product knowledge on the internet through mobile interaction.
  • Managing a Shit Storm and Restoring Your Brand: Let’s be honest—with a title like that who wouldn’t want to attend this session? I have a personal admiration for professionals and practitioners in the crisis communication field, so anytime I have an opportunity to learn from them, I’m there. This panel will give me some insight on proactively and reactively managing crises. I’m also interested in seeing how big data companies are evaluating social media response to crises.
  • Personalization for the People: Personalization is a HUGE topic in retail for the upcoming year. Retailers are tiptoeing on the fine edge of maintaining consumer privacy and providing personalized experience. I’m looking forward to hearing how this panel will suggest maintaining customer loyalty and amazing shopping experiences while not being seen as the “Big Brother” of retail.

As this year will be my first SXSW to attend and with over 700 sessions, meetups and panels to chose from, I will be making a schedule of my sessions of choice with three back-up options per time slot. Yes, I’m one of those people. If you’re coming to SXSW, be sure to stop by the Ghost Economy panel; it promises to be haunting.

Connecting Technology and Trust

Posted on | by Ketner Group

Technology is a cool thing. I’m realizing this more and more as I become immersed in the retail tech world. Our retail technology clients are able to help retailers become more price-competitive via price intelligence software, others can connect all the enterprise dots of an international, omni-channel retail organization to keep all the moving parts of the company on the same page. On a more personal level, technology has completely changed the way I communicate – because of social media sites like Facebook or mobile apps like Snapchat, I can instantly connect with with friends in Canada or Europe without leaving my chair or having an exorbitant phone bill, which is no fun.

But as the old saying goes, “With great power comes great responsibility.” Technology allows you to make all these social and business connections, but what about the flip side of it? The security side of it? You’re sharing your information over this invisible dimension and trusting that no one is going to use this information against you.

Technology connects people across the globe. Facebook is a great example of this, but have they taken it too far? Their messenger app recently received a lot of bad press for reportedly using personal contact information and using spyware-type coding, not to mention it’s a completely separate app from the actual Facebook app. This new application brought up a lot of discussion of terms and service agreements and personal knowledge of your privacy, which is something we should all be aware of when checking that little box. Here is a great read about the app and its permissions.

Trust is a major factor in any relationship made, whether between friends or as a loyal customer. Yet there are so many instances where trust is not enough. Take the celebrity photo leak scandal, or the five million Gmail passwords that were leaked. Home Depot is the most recent retailer to have a data breach with more than 2,000 stores affected and customer data exposed. Retail Systems Research analyst, Paula Rosenblum, recently published a great article in Forbes about the data breach and consumer protection.

Apple just came out with a payment platform, Apple Pay. Will our payment and banking information go the way of nude celebrity photos? Yes, Apple has security measures in place, most prominently not utilizing the traditional magnetic strip, but everything is safe until its not.

Retailers undertake a great responsibility using customers information, be it banking or personal, and if (actually these days its more like when) their systems get breached they have to be willing to go above and beyond to regain consumers’ trust.

Most all retailers have taken huge financial and operational strides to ensure their systems are PCI-compliant as to avoid costly customer data breaches. These are huge undertakings to protect us and maintain our trust, but as consumers, we must also monitor and protect our personal information and be mindful of technology’s capabilities, good and bad.