Category Archives: Loyalty

Note of Retail Week conference – Innovation in Payments

I chaired Retail Week’s Innovation in Payments Conference on 15 September in London.

Here’s my presentation followed by the notes I took of the rest of the event.

UK market facts (Payment Council)

  • 30bn “spontaneous” payments made by individuals every year
  • 49% of these are cash, ten years ago this was 70%

In one month, the average UK consumer makes:

  • 27 cash payments
  • 16 debit card
  • 6 direct debit
  • 4 credit card
  • 2 contactless
  • 1 Faster Payment
  • 5% of consumers rarely pay with cash at all. This number is growing.
  • 4% of consumers rely exclusively on cash. This number is not falling. These people tend to be older and find that using cash allows them to budget effectively.
  • 94% of adults have a debit card. 60% have a credit card.

Contactless payments are growing strongly and will account for 30% of all consumer payments by 2025. Today, contactless payments are mainly in grocery (37%), restaurant/takeaway (16%) and transport (10%.) Contactless usage is higher among ABC1s and younger people.

There are 11bn cash payments which could be replaced with contactless. These are in grocery (21%), confectionary/tobacco/news (14%) and restaurant/takeaway (13%).

Consumers are keen on remote banking. Only 25% are exclusively branch banked. However, just 33% use their bank’s mobile app. This will restrict the utility of “push” payments from bank apps such as Pay By Bank App (PBBA).

Interchange

UK retail should benefit from £700m reduction in Interchange payments. This is equivalent to just 0.14% of retail sales so there’re really no way of telling if/when it is passed on to consumers.

Android Pay

Now live in the UK, Android Pay has signed a number of card issuers including most of the large banks. A big marketing push is planned for September.

The user experience for POS not quite as elegant as Apple Pay. For example, for a combined payment and loyalty transaction, shoppers need to make two taps of the phone. In-app seems better designed and Google are quoting some nice KPI’s from early customers in the US. One shopping app is receiving 20% of transactions by Android Pay with a doubled conversion rate.

Apple Pay is notoriously hard to speak to. One very large retailer told me that her organisation was offered one 20 minute slot – take it or leave it – with no refreshments provided. Apple Pay won’t even speak at industry conferences so Google will surely pick up some business for Android Pay just by being human. Google’s business model remains advertising based and it doesn’t charge retailers or issuers for Android Pay transactions.

Hillarys Blinds

Good case study from Hillarys which dominates the UK window covering market. Hillarys has over 1,000 agents out in the field measuring windows and providing instant quotes. Obviously, it makes sense for Hillary’s to try and take the money there and then rather than sending an invoice.

It wrote some bespoke software in 2005 for its agents to use to take customers’ card details on via their Hillary-issued mobile phones but this was not really compatible with updated PCI regulations. Instead, it wanted to use an mPOS device. The challenge was that 20% of UK homes do not have a mobile signal so Hillarys needed a device that could take transactions when offline. Adyen has done this with a solution from the airline industry linked to a Verifone E355. £20m of payments annually is going through these devices and customers very much like the idea of paying with chip & PIN in their own homes. Transactions are tokenised so that Hillarys can take balance and staged payments.

Harris & Hoole

This 42 shop chain of specialised coffee shops was owned by Tesco but has recently been sold to Caffe Nero. Harris & Hoole is now on the fourth version of its successful mobile app and can arguably claim to have the most effective on the market. The key components are loyalty, drink preference, payments and deep ePOS integration.

The payment wallet is pre-pay because pay per transaction card processing fees for very small amounts has been uneconomic. This has changed following the Interchange caps and post-pay would now be a viable option.

The app geolocates the customer within the store and prompts the customer to check-in. At this point, the customer’s name/photo/regular drink are passed to the ePOS so the server can say “the regular, Geoff?” If the customer says yes, a push of a button on the ePOS sends the drinks order to a screen above the barrista. If the app is set up for payments, then the stored value account is debited. If not, the server asks for cash/card payment in the normal way.

There is no way of telling for certain the business benefit of the app as H&H don’t know the behaviour of app users before they began using the app. However, H&H did reveal:

  • Orders from the app are processed 20% faster than others
  • 20%-25% of all orders involve the app. At Tooley Street, 46% of all orders are driven by the app including 15% of payments.
  • In 98% of stores >10% of orders come from the app
  • In 25% of stores >20% of orders come from the app
  • The app grew from 6% of orders to 18% when H&H retired the previous paper-based loyalty stamp card. This was a bold move but a successful one.
  • Where Apple Pay is offered to a shopper, it is used in 85% of cases
  • Support has been a headache, especially for Android as there are so many versions

Busaba

This is a fast growing chain of Thai-inspired casual dining establishments that does a big lunchtime and post-work trade in central London. Table turnover is fast and many parties want to split the bill.

Busaba launched a pay at table app which allows easy bill splitting but also includes its “39 steps to enlightenment” loyalty programme. The app is based on MyCheck. In 2016, 83,000 transactions were made with the app to a value of £2.9m at an ATV of £38. So far this year 70,000 transactions have yielded £2.3 revenue with an ATV of £44.

The app has been downloaded 170K times (75% iOS) with 147K registered users and 100K regular users across 17 restaurants. Apple Pay usage is growing fast and doubled in the last quarter. As well as turning tables quicker, the app gives RFM and other useful CRM data.

The next phase is to add extra features to the app including e-gifting and order at table. The latter is expected to result in additional sales of drinks.

Waitrose

The big trend in grocery is more customers buying more often but buying less. 40% of people don’t know at 4pm what they will be having for dinner. Waitrose customers are increasingly polarised between “fast lane” and “slow lane” behaviour. Its payment strategy focuses on security, choice and ease and is based on a fully tokenised managed PED service from Verifone.

In the “fast lane,” Waitrose introduced QuickCheck, hand-held devices which can be used to scan merchandise before it’s put in the trolley. At the end of the shop, customers go to one of the self-checkout machines, scan a barcode and pay with their card. This has been around for twelve years and have some devoted followers. QuickCheck is being upgraded with new handsets and an alternative in which the shopper can download a QuickCheck app and use their own phone to scan the products.

Click on the image for an explanatory video
Click on the image for an explanatory video

The service is only available to MyWaitrose loyalty members. This ensure that Waitrose knows where you are in-store and can send you relevant communications for the department in which you are shopping. Scanning is the spine around which everything else is built. People still have to use the self-checkout machine at the end because there may be age-restricted items in the basket.

Self-scanning has been quite slow to take off. The move to shoppers bringing their own bags should help – the old bagging process is a major disincentive to self-scan – but Waitrose is also trying to overcome customers’ concerns about not wanting to look like a shoplifter.

Waitrose installed “skinny” self-checkout machines in one London store – no scales, no cash drawer – and improved customer satisfaction from 56% to 72% in a week. Queues fell and the store is doing 2000 extra transactions/week at £12 ATV.

Across its estate, 35% of all transactions are now contactless. This is six seconds faster than chip & PIN. Waitrose has one cash-free store. This is on the Sky TV campus but is a special design due to space limitations. There are no plans for any other cash-free outlets.

Waitrose is piloting the VF355 for queue busting and fulfilling non-standard orders eg picking up a turkey at Christmas. Waitrose is very happy with Verifone as a strategic partner.

Tossed

London based healthy eating salad bar with 27 stores and ambitious plans.  Its USP is that you order a bespoke salad that is made in front of you. This is a great strength but also a major weakness because choice and customisation slow down operations. These have gone through four iterations.

  1. Order at the salad bar, pay at till – this was very slow and distracted the “tossers” from tossing.
  2. Order at the till and take a ticket to the salad bar – an improvement but was still too slow and resulted in a “mosh pit” of customers milling around the store
  3. Mobile app on which customers could pre-order for collection – nice idea but didn’t fit into how customers really have decide what to eat for lunch.
  4. Replace some tills with kiosks – nobody used the kiosks
  5. Replace all the tills with kiosks and forced the shift to self-service

In a typical store, six manned till points have been replaced with 17 tablet/kiosks, each with a Verifone payment terminal attached. Tossed spent a lot of time on getting the UI right having piloted in their head office canteen. Point One (the ePOS vendor) worked on the project.

The move to kiosk has taken cash out of the organisation completely. Nobody has complained. It has also increased the amount of customisation that consumers ask for which has put some pressure on production. Staff have been reassigned from the tills to production so net labour cost is the same.

This was a theme from the previous day’s Finance Director conference. A combination of Brexit and increases in the minimum wage means that retailers will need to ensure that scarce human resource is directed at things customers care about. In the Tossed example, staff are better employed making the product than with ordering/paymentt.

YoYo

This is a well-funded mobile wallet that spun out of Imperial College Labs. It began with close loop applications and is present in 35 universities and 66 office restaurant locations. It reckons that 13% of the available spend is made through YoYo today.

Longer term, it wants to enter the High Street – it has signed Planet Organic – and use its consumer insight to combine loyalty, offers and e-receipts.

When a customer want to pay by YoYo, the sales associate hits the YoYo tender type button on the ePOS. The customer opens his phone, opens the app which produces a bar code. This is scanned by a scanner attached to a special YoYo box attached to the ePOS. Merchants are settled by YoYo directly and independently of their merchant acquiring relationship.

DigiSEq

DigiSEq is a platform allowing the credentials of any contactless bank card to be provisioned to any piece of wearable technology. It’s a great concept although there are plenty of challenges. I blogged about DigiSeq here.

WoraPay

WoraPay has similar functionality to YoYo but doesn’t want to build its own brand. Instead, WoraPay offers white label payment/loyalty apps to retailers. It is has been picked up by the Lloyds Bank ventures team and is live at the Lloyds Bank staff canteens in which 10.200 man years are lost each year in queues.

At Lloyds, 1 in 3 lunch orders are now paid for by WoraPay. The app works very differently to YoYo. Customers order and pay for their food in advance via the app which gives them a virtual ticket to use when collecting their lunch.

Lloyds Cardnet are now selling WoraPay.

Universal Basket

This is an app that allows you to put any product from any retailer into a single shopping basket and to buy the basket with one payment. Universal Basket stores your details and automatically creates account and fills out the forms on multiple checkout pages behind the scenes.

universal-basket

The app works via screen scraping which means that there are some obvious PCI challenges. UB says it’s managed to meet overcome these and is now in Beta. There are some customer experience ones too – notably that you’ll get asked for your CVV code because UB isn’t allowed to store this. So, you could get multiple 3DS challenges which won’t be a great customer experience. But it’s a neat concept nonetheless and I’ll be keen to see how far Universal Basket gets.

No Universal Solution for Retail Software

The retail software market is not a single field in which large scale, generic products thrive. It’s a series of niches; some larger than others, in which sector specialists with deep domain knowledge and long term customer relationships prosper. Universe Group, which reported last week, is one of these. Shareholders will be hoping it can translate strategic intent into profit although the share price itself seems a little stuck.

Universe Group share price
Universe Group share price

Universe has pretty much cornered the market for independent petrol retail, boasting Valero, MFG and MRH among its customers, amounting to over 1200 sites. Under the HTEC brand, Universe provides a full turnkey solution of POS, payments and loyalty software, hardware and support. Excluding acquisitions (of which more below) revenues grew 16% to £16m in 2014. It has invested in updating its software and, most importantly its payment service, to the latest standards including P2PE.

HTEC unattended payment terminal
HTEC unattended payment terminal

Deep domain knowledge makes Universe hard for any competitor to displace. In part, this is about long-term client relationships which which were highlighted by its rather unexpected win for the technology platform underpinning  Morrison’s Match & More loyalty scheme.

Beyond customer intimacy, Universe also has all the necessary integrations into petrol forecourt software and fuel card schemes, many of which are awkward to replicate. It’s not that new entrants couldn’t make the necessary investments, it’s more that the business case looks rather speculative when you’re considering moving into a relatively small market characterised by dominant and entrenched suppliers. In addition to Universe, there’s Torex Micros Oracle to bargain with.

Universe’s management recognise the limited growth potential in petrol and have been bulking up with acquisitions in convenience and CTN’s. The first was Indigo Retail in 2013. This business supplied point of sale and loyalty software to convenience stores and generated sales of £2.1m sales with £0.43m EBITDA. The purchase price in a cash/shares/performance deal was worth about 1 x sales.

It’s hard to make any money in IT services these days but the capability is essential for traditional software vendors to win and keep customers. Universe next bought 40-strong Retail Service Team (£3m turnover, no profits) for just £150K. Management says that this acquisition improved group margins so evidently some significant synergies have been made since the transaction.

Then last week Universe acquired Spedinorcon, another specialist retail software business that services 1500 CTN’s. Spedi’s financials are not disclosed but couldn’t have been too healthy either. The purchase price was just £30K up front plus performance related fees expected between £150K and £250K. Spedi’s special assets are software that mangages newspaper distribution (not very exciting in 2015) and integrations to the order management systems of about a dozen leading wholesalers.

Wholesaler integrations can be tough for competitors to copy too but the CTN market hasn’t had much technology innovation for years and is likely to be relatively open to the new wave of cloud based products (Vend, Revel etc) coming on to the market. Universe is in a good position to win but will need to increase Spedi’s R&D spend to ensure its products are up to date. This screenshot from the Spedi website shows the scale of the challenge.

Spedi Exchange screenshot
Spedi Exchange screenshot

 

iBeacons – Retailers Are Still Experimenting

Walking down Carnaby Street yesterday morning, my iPhone buzzed with notification from Lyle & Scott, the fashionable young menswear brand who have a store on the street. I’d not realised at the time, but Lyle & Scott had just announced an iBeacon pilot with iconeme.

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I’ve blogged before about why retailers don’t need to rush into iBeacons. The technology works fine. Provided shoppers have downloaded the appropriate app (either the retailer’s own or multi-retailer service such as iconeme) and have their bluetooth switched on, messages can be reliably sent and received.

The real issue is that very few retailers have enough customer insight to generate personalised,  contextual, location and time sensitive messages to their clients. Those that don’t, risk quickly losing goodwill on the back of untargeted push notifications.

Lyle & Scott has a lovely shop on Carnaby Street but the iBeacon implementation tries to both encourage footfall and push people to their website at the same time.  When you approach within about 15m of the store, here’s the notification you get:

iBeacon notification
iBeacon notification

20% off is a good offer but I’d have preferred a more personal call to action such as a free glass of champagne. I was also a bit confused by the request to launch the app. If I’m standing outside the store, there’s little value in having me looking at my phone when maximum focus should be on getting me inside to touch and feel the merchandise.

The typo is a shame and there are a couple of other inaccurate links that let down the experience.

When I opened the app, I was shown the new season merchandise.

iconeme product menu

You can drill down on a single garment within the iconeme app.

iconeme product page

From this page, you can share or forward the item. Alternatively, if you hit the bag icon, you are directed to the appropriate product page on the Lyle & Scott mobile site.

Well, almost the right page.

Lyle Scott product page

Some mistake here? I tried with another item.

Here in the iconemen app….

iconeme product page 2

… and now in the Lyle & Scott site. It’s changed colour again.

lyle scott product page 2

Once you leave the iBeacon zone, the iconeme app forgets everything and presents a blank screen.

iconeme 3

This reinforces the location-centric element of the proposition – if you’re not outside the shop, you can’t see the content – but misses an opportunity to sell to people later in the day; maybe when they are in a more relaxed mood and more open to online shopping.

These snagging issues are easily fixed.

What brands will find much harder, is to develop best practice usage of iBeacon messaging so that shoppers value and welcome each contact. Otherwise, they may simply turn off the bluetooth and opt out.

Working with cross-industry platforms should help retailers get the user experience right first time and I’d be interested to see some learnings from iconeme’s long standing iBeacon pilots at Hawes & Curtis and elsewhere.

 

 

 

 

 

Will Apple Pay kill Quidco?

Card-linked offers are a fast growing corner of the retail loyalty industry. These schemes, of which Quidco and Topcashback are the leaders, offer shoppers cash rebates for spend with participating merchants. The shopper registers for the scheme and their payment card number (PAN) is used to track each transaction. These schemes have been successful because:

  • Shoppers can use one card to access rewards from many retailers.
  • There is no need for vouchers or discount codes.
  • Retailers can participate without making an IT modifications
  • Retailers can generate immediate footfall by posting offers which the CLO schemes then communicate to their subscribers

There are also some drawbacks

  • CLO’s are manually intensive. Typically, once the scheme has signed up a new retail partner, it organises for a file of each day’s card transactions to be sent from the retailer’s merchant acquirer to a trusted third party. There is it scanned for participating cards and these transactions are sent to the CLO scheme. The scheme then works out which transactions qualify for cashback, sends a bill to the retailer for the cashback/scheme’s commission and credits the money to the shoppers account.
  • CLO’s can only be applied to the whole basket. The card payment transaction only carries the total value of the purchase. So, for a department store (say) there’s no way of telling whether the shopper bought cosmetics or a cricket bat. That makes CLO’s a very blunt instrument.
  • CLO’s are not real time. It takes 24 hours (at best) to process a transaction which means there’s no way of either confirming to the shopper that they have received a reward or of communicating to shop staff that this customer is entitled to special treatment. This makes the whole process impersonal for both the retailer and shopper and impedes brand building.
  • CLO’s are fundamentally insecure. They can only operate through one or more parties storing PAN’s. This is allowable under PCI rules provided they are stored with appropriate safeguards but carries significant risk. Fines and collateral damage in the event of a data breach are unpleasant. LoyaltyBuild, an Irish, provider was forced to suspend trading for four months following the theft of customer card details.

ApplePay launches today in the USA and in Europe in Q1 2015. Although Apple Pay allows shoppers to spend money on their habitual payment cards, it doesn’t use PAN’s.  This is bad news for the CLO industry.

In place of a PAN, a token is generated for each transaction. The token has the same architecture as a PAN. The first six numbers identify the bank that issued the card so that the transaction can be routed in the normal way. But the last ten digits change for each purchase. This means that CLO schemes won’t be able to use the PAN as a unique identifier with which to track their clients.

Quidco and friends won’t be out of business immediately. Not everyone has an iPhone (although Apple Pay won’t be the only payment method that uses the new tokenisation methods) and it’s plausible that CLO shoppers may ignore Apple Pay in order to keep the cashback flowing.

However, CLO schemes can’t rely on PAN’s in the medium term and would be well advised to invest some time in commercialising alternative ways of tracking where their members spend their money.

If a Mannequin could speak what would it say?

5 shirts for £100. What else?

Mannequins have long fascinated a certain type of artistic individual. For example, nobody alive in the 1970s will forget the Kids from Fame and this forensic exploration of the links between the human and material worlds.

But what if mannequins could really talk? A London-based manufacturer of retail furniture has given them the power of speech. Well, sort of.

Iconeme (a spin off from Universal Display) has attached iBeacons to manniquins in three stores – Hawes & Curtis in Jermyn Street, House of Fraser, Aberdeen and Bentalls in Kingston. The beacons broadcast a unique number via Bluetooth. If you’ve downloaded the Iconeme app, then once you’re in range, your phone pings with a message of some sort.

Future of retail? Or another opportunity for spam? I’ve written about the theory and pitfalls of iBeacons before. So, I was excited to try the service out at Hawes & Curtis (my favourite shirt shop) and here’s what happened.

About ten yards from the store (see below), my phone vibrated with a message.

Hawes & Curtis, Jermyn Street
Hawes & Curtis, Jermyn Street
Iconeme message from Hawes & Curtis
Iconeme message from Hawes & Curtis

Okay, the message was a bit long but I understood the sentiment and clicked on it and was taken to a screen within the Iconeme app. This highlighted the four outfits on display in the shop window.

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Clicking on the outfits, gives the opportunity to “shop the look.” The squiggles on the right of the price tag are options to (1) ping to the product page on the Hawes & Curtis website….

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(2) discover where in store the product can be found….

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(3) share the product with friends via a 188 (??) character tweet.

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That’s it. The dialogue is one-way and there’s no opportunity to speak back to the mannequin or to Hawes & Curtis. But then, I was in a shop and could very easily speak to the shop staff. And I’ve never shared Leroy’s obsession.

Of course, the service only worked because I’d signed up for Iconeme earlier and given permission for it to send me location-based notifications.

The download and registration were pretty straight-forward. The app only asked for my age, sex and measurements.

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I’d expect future versions of the app to request more detailed personal information including post code and any loyalty scheme info for participating stores.

The app then gives you a chance to control the spam.

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The T’s and C’s need some work. Try reading this on an iPhone.

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Likewise, the privacy policy. I just clicked “accept” but I haven’t the slightest idea what I agreed to.

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VERDICT

This is a novelty right now but, used wisely, this technology could be of great benefit to shoppers. I love Hawes & Curtis shirts. If I’m walking past a store, there has to be something useful the brand can say to me. Especially if they’ve managed to tie in my previous purchase history. I also like the idea of having a single app that I can use to control messaging from a number of different retailers.

It’s interesting that it’s a mannequin manufacturer that is commercialising the service. Universal Display has relationships with most brands on the high street and the incremental cost of the iBeacon is negligible. Their challenge will be to quickly gain credibility with their clients’ digital marketing teams. Nevertheless, Iconeme has give the user experience some thought and have produced something that is both low touch and engaging.

There remains, of course,  a risk that the technology will not be used wisely. Sending notifications is costless and marketers may very well  abuse the privilege by sending large numbers of irrelevant messages. Just as they do with email.

 

 

Greggs? GREGGS!!

There’s a clear case for high frequency/low ticket value retailers to offer customers a pre-pay mobile wallet. Starbucks has blazed the trail but a few eyebrows were raised when Greggs (not normally an early adopter) announced that it would be next.

Greggs is a UK based traditional retail bakery chain. It is so ubiquitous on every high street that it’s become the subject of a Barraclough family game. The first person who sees a Greggs, says “Greggs.” Everyone else then shouts “GREGGS.” That’s it. We make our own fun.

There’s no longer any money in bread  so Greggs is repositioning itself within the the “food on the go” market. Stores are being relocated/refitted with the product mix moving  to sandwiches, pizza and warm beverages. Opening hours have been extended to catch breakfast traffic and seating areas  introduced.  You can read the detail in Greggs’ results deck.

A key thrust of the new strategy is to introduce a loyalty scheme. Greggs has chosen to bypass plastic and paper and move straight to a modern mobile-based system which combines payment and loyalty in a single app. I sneaked a VIP invitation to the programme and was one of the first to try it out.

The app is available on iPhone and Android. The home screen looks nice and friendly although is a bit difficult to navigate around. To register you hit the Account button,  to pay, you hit the Rewards button. Not obvious.

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Registering is quite straightforward and Greggs very cleverly hits you with a great offer before you begin. Load £20 in your wallet and you get a free breakfast.

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Fired up with enthusiasm about the free breakfast, you then need to create an account complete with email and password. Heaven knows why Greggs needs to know my date of birth. It also asks for your address which is necessary if you want to put a payment card in the wallet but superfluous  if you choose the Paypal option.

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At this point, you have two options for loading your wallet. Either the traditional card route – enter your 16 digit PAN, CVV etc – or set up an auto-load with Paypal. Greggs is offering a £5 bonus if you use Paypal. For the shopper, that’s what Kevin Bacon would describe as a no-brainer. Whether it makes so much sense for Paypal (who are presumably funding this) is a different matter.  Assuming they make 1% margin on transactions, Paypal would need to clear £500 in purchases to break even on the offer. That’s a lot for a typical Greggs customer.

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With £25 in my wallet, I was now ready to find the nearest Greggs. That’s not normally a challenge as there are more Greggs in the UK than you can shake a stick at. But the app does have a helpful store locator.

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The Great Portland Street store is a re-fitted Greggs, complete with strip wood floor and seating area. I picked my lunch, approached the counter and asked if I could pay with the app. The staff had never come across the app before but I explained that the app produced a barcode and then it was pretty straight forward.  They rang up the transaction. I hit the Rewards button on the app.

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The app then produces a one-time use barcode. I can’t be certain, but I suspect the barcode is actually a gift card and the transaction runs on the same rails as Greggs’ existing gift card scheme. Very sensible, if true.

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The barcode scanned first time and the transaction was completed. I wasn’t offered a receipt but I’m sure the till could have produced one of I’d asked. I asked the staff what they thought. They were pretty excited and thought this way of paying felt like the future.

The app recorded the purchase immediately, updated my balance and reminded me about the free breakfast.

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Within the Account tab, my puchase history had been updated including basket details. This is one of the key advantages of retailers investing in their own loyalty apps rather than using a third party solution which doesn’t offer integration with the EPOS transaction log.

Greggs App

Greggs has given some thought to the point of sale experience and the technology is well laid out, neat, tidy and clearly signed for the customers. There’s a contactless option too.

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I then sat down to eat my lunch.

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Verdict

Credit to Greggs for being so early to introduce a mobile loyalty/payment app. The initiative is strategic for Greggs and supports its need to learn more about its customers. The retailer is clearly willing to invest in the technology and in the offers necessary to make this a success.

Setting up the app requires shoppers to do some work but £5 + a free breakfast is fair recompense.  Paypal integration works well and the point of sale experience is well thought through. The only area to work on is the wording on the app home screen which often isn’t intuitive.

It will be interesting to see what the take-up is like. Starbucks customers love its payment app despite the relatively unexciting offers. Greggs brand is not as strong so it will need to work harder to maintain the reasons to use the app. Contactless remains the quickest, least hassle payment option for the shopper and customers will revert to cash/cards if the momentum of offers and communications is not maintained.

UPDATE

The nice folks at Greggs got in touch to say that there is a very good reason why they collect the date of birth. I’m not going to tell you why as that would spoil the surprise.