How Harvey Nichols plans to fill the gap between offline and online sales

Online sales are trailing in-store sales, but luxury department store Harvey Nichols thinks it can fill it with services that induce people to shop online and keep what they buy.

Harvey Nichols announced a deal with retail technology company Hero this past week that lets online shoppers chat with tablet-carrying salespeople in stores about specific products on a WhatsApp-style messaging service. Shoppers can also view products using the Hero service’s live stream feature that lets Harvey Nichols salespeople share a live video feed of products they have been chatting about to shoppers.

In the past few months, there have been “tens of thousands of interactions” with the Hero technology as more stores implement the service, Hero CEO Adam Levene said. People who use Hero’s technology on the site ended up spending up to twice as much and are five times more likely to spend than those who don’t use it, said Pearson Poon, executive director at Harvey Nichols. He said return rates have declined since the trial started, but didn’t share specific numbers. The majority of the sales through Hero during the trial phase happened on mobile devices, he said. Overall, sales through the retailer’s site account for 10 percent of its total sales, with most of online sales coming through mobile devices, said Poon.

Salespeople at the retailer’s flagship store are being trained on how to use Hero ahead of a wider rollout to its seven other stores in the U.K. and Dublin. Part of the training focuses on Black Book, a feature that lets shoppers keep in touch with their preferred salespeople in and out of stores. Harvey Nichols plans to get hundreds of salespeople to use the technology to increase the chances of boosting online sales, Poon said.

Poon hopes to expand the work with Hero using data on how its sales associates interact with shoppers. The hope is to change Hero’s model so that when online shoppers do visit a store, the store knows who they are based on their shopping history and they can be offered additional benefits. Harvey Nichols has an undisclosed stake in Hero, in part so it can fast-track new innovations.

“A lot of our online customers have actually never been to a Harvey Nichols store, but with something like Black Book, we can start to invite them inside for new launches or in-store pop-ups, for example,” said Poon. “We want to eventually tie all our services up into a bundle for customers so that those features and CRM aspects of our model are working together to add value to the shopping experience.”

Services like Hero can be a way for retailers like Harvey Nichols to bridge the cold e-commerce experience with the intimate face-to-face interaction, said Jason Cobbold, md of innovation agency Redscout. “One of the challenges we frequently see is the inability of retailers to identify online behavior with offline behavior.  A person may have spent hours and hours investigating the spec, style and price of a car they want, and yet they will be completely cold to the sales associate answering the phone.”

Luxury fashion site Farfetch will also play a role in Harvey Nichols’ evolving strategy, selling Harvey Nichols merchandise. Deals with the likes of Hero and Farfetch could become more common as Harvey Nichols looks for ways to improve the customer experience. The retailer also is looking to Facebook and Instagram to play a larger role in driving online sales, with the business already experimenting with selling products through Instagram Stories, Poon said.

Get more news, analysis and research about the modernization of retail and e-commerce by subscribing to our weekly Amazon Briefing email. 

The post How Harvey Nichols plans to fill the gap between offline and online sales appeared first on Digiday.

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How Kik is banking on a crypto-based strategy

Messenger app Kik is hedging its future on the cryptocurrency token it built, Kin.

The Canada-based company is trying to become a way for brands to connect with its young users by offering them cryptocurrencies as incentives. (Over half its user base is reportedly aged 13 to 24.) As media companies struggle to monetize based on ad revenue alone, Kik is betting that crypto can fill the gap.

“We tried to monetize through interactive ads, but there’s a [Facebook-Google] duopoly of two companies generating the most revenue from ads. It’s very hard to compete,” said Kik’s vp of product Alex Frenkel. “Kik now doesn’t have to compete with those duopolies anymore, and we can monetize on creating value for users.”

For Kik, the path to monetization includes making money from brands that promote surveys, incentives for content sharing or other activities on the platform, and from the undisclosed amount of Kin that Kik currently holds.

Read the full story on tearsheet.co

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The media trends defining the World Cup, in 5 charts

The World Cup is underway, yet the response from advertisers has been subdued. With the fragmented way people watch the event, advertisers must scrap the traditional ways of getting their attention. Brands also are hesitant to sponsor this year’s World Cup because of increasing pressure to demonstrate ads’ business results, said Felim McGrath, senior trends manager at GlobalWebIndex.

Here’s a look at trends shaping this year’s World Cup, in five charts.

Online sports viewing gathers momentum
Sixty-two percent of internet users worldwide plan to watch World Cup matches on TV, while a quarter plan to watch online, according to a Ipsos study of over 12,200 people. The trend is clearest in developing countries like China, where 47 percent of internet users plan to watch the event online, followed by 45 percent in India and 44 percent in Saudi Arabia. The shift to online viewing helps explain why this year’s tournament brought in $179 million less sponsorship revenue than the last one, and budgets for future tournaments will grow at a slower pace, said Tim Part, senior consultant at strategy agency MTM Sport.

Source: Ipsos

The second screen in sports is social
More than half (51 percent) of fans watching World Cup matches on TV will use social media, while half will chat to or message friends as they watch, according to a GlobalWebIndex study of over 34,100 World Cup watchers. These findings are reflected in the timing of many of this year’s marketing campaigns around the event. The real boost in media spending around the World Cup happened after the tournament started rather than before, said Jonathan Barnard, head of forecasting and director of global intelligence at Zenith. Brands seem to be focused on responding to on- and off-field events rather than relying on scripted narratives that started before the tournament, said Barnard.

Source: GlobalWebIndex

The rise of the football influencer
As footballers become lifestyle and entertainment icons, fans’ loyalty to them deepens. Portugal’s Cristiano Ronaldo collectively generated 570 million likes, comments and retweets from social media followers between January and May, more than 270 million ahead of Neymar, who generated the second most engagements, according to Nielsen. “Brands want more personal stories now to build their strategies around and so are going after players rather than the teams,” Barnard said.

Source: Nielsen

Facebook abandonment
Younger footballers are seemingly abandoning Facebook for Instagram, connecting with fans beyond the game by sharing their lives using features like Stories, according to social media consultancy Pitchside. For the top 30 players in the Premier League, Instagram accounts for more than 53.2 percent of their combined audience, with 106.5 millions fans, while Facebook has just 26.4 percent of share with 53.8 million fans, according fan data recorded between February and the end of the domestic football season in May. The same study found that more than 4 in 10 (41 percent) of the top 400 Premier League players do not have an official Facebook presence compared with 9 percent that lack an Instagram account.

Source: Pitchside

China’s football focus
China’s team didn’t qualify for this year’s World Cup, but that hasn’t dampened China’s appetite for football. Advertisers follow the eyeballs, and in China, World Cup fever will spur advertising spending to 6.5 percent this year, up from 5.4 percent the previous year, to reach 630 billion yuan ($97.9 billion) — 16.2 percent of global ad investment, according to Dentsu Aegis. A large part of that spending will target millennials in China, according to Nielsen. This “bulge” of millennial fans is not typically seen in other markets, showing that the sport could be huge domestically in a decade, said Mike Wragg, Nielsen’s global head of research.

Source: Dentsu Aegis

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Cannes Briefing: ‘There has been a cleanup’: Ad tech’s presence diminishes at Cannes

Get all of our Cannes coverage (plus event invites, interviews and more) delivered directly to your inbox: Subscribe to our daily Cannes Briefing, delivered at 6 a.m. Cannes time each day this week. 

There’s a lot of talk about the much-needed ad tech consolidation, and nowhere is that more visible than at the Cannes Lions festival.

Last year, some 20 ad tech companies dominated the festival’s harbor. This year’s ad tech flotilla has thinned, with approximately half of the 18 yachts flying ad tech vendor colors. New (and somewhat late) entrants to this year’s flotilla party: management consultancies Accenture and PwC.

The reasons vary for the more low-key independent ad tech vendor presence: The once-brimming well of ad tech venture capitalist funding has shrunk. Added to that, publishers have taken a cleaver to their digital ad supply chains in order to regain control over their data, curb fraud and unmask hidden fees. That has helped rid the market of the kind of low-value ad tech vendors, fondly referred to in the industry as “bottom feeders,” that even fellow ad tech vendors are pleased to see disappear.

More recently, the arrival of the General Data Protection Regulation has led some U.S. vendors like Verve and Drawbridge to pull out of Europe entirely to avoid the cost of getting their businesses GDPR-compliant and avoid any risks should they fail to do so. Most ad tech executives are pretty candid in their predictions that other noncompliant U.S. vendors will also be forced to leave Europe in the coming months.

GDPR will dominate a lot of conversations at Cannes this week. And where better to have these difficult conversations than on a yacht overlooking the French Riviera, with free-flowing rosé on hand to soften some of the gnarlier questions. Publishers that have felt at a disadvantage as a direct result of Google’s last-minute GDPR policy changes plan to continue their conversations with the tech giant at Cannes, behind closed doors, according to sources. Meanwhile, advertisers will also ask difficult GDPR-related questions of vendors about how they can ensure they’re passing consent on verified audiences and inventory.

“This [GDPR compliance] will be a marathon and a theme far into the future,” said Ben Barokas, founder and CEO of ad tech vendor Sourcepoint. “It’s going to be an iterative process, and there will be more lessons to be learned.”

Last year, conversations at Cannes Lions centered around how to build better transparency into the digital ad supply chain, whether it’s around hidden fees, reducing fraud or simply having better visibility of who is providing value and who isn’t in the chain. “That market rationalization that emerged last year has meant that [this year], hype is lower, and people are doing cleaner business that’s more in favor of publishers,” said Romain Job, chief product officer at French ad tech vendor Smart, which has a large yacht on the harbor complete with a hot tub on the front deck.

“There has been a cleanup of vendors,” added David Pironon, programmatic director at Smart.

The reassertion of publisher control isn’t bad news for all vendors. For those that have cultivated strong relationships with publishers, Cannes remains a critical place to invest marketing budget, according to ad tech executives.

While September’s ad tech conference Dmexco in Cologne, Germany, is regarded as the place business deals are sealed, Cannes remains a vital top of the sales funnel where vendors can meet with publishers and chief marketing officers to discuss long-term objectives, and of course, posture for acquisitions. Ad tech vendors are always on the prowl to make good exits, and Cannes remains a criticial place for them to display their businesses to potential buyers. “Dmexco is the conversion, but Cannes is the prospecting, said Ciaran O’Kane, CEO of ExchangeWire. “Where the rosé goes in, conversations about deals on how to work together come out.”

After Oracle’s acquisition of ad tech firm Grapeshot, other vendors will be looking excitedly for a good martech merger-acquisition fit. There are notably more chief marketing officers at Cannes compared to previous years, and both ad tech and martech vendors will all be fighting to get in front of them. “They’re all chasing the same people,” added O’Kane. “The battle is going on for the hearts and minds of the marketers who want to link up all their tech. That’s going to have a big effect on the ad tech space.”

The trend of publishers and advertisers tightening up their digital ad supply chains, driven by a need for better control and to avoid GDPR risk, is causing smaller to medium-sized ad tech vendors to bow out. But the same trend is strengthening the power of those that remain, whether via acquisition or independently.

“The more established companies are getting much more excited. There is a consolidation of power at the top,” added Barokas, referring to vendors that have had big exits such as SpotX, Moat, Teads and Grapeshot. “They’re thriving. Anyone that has deep connections with publishers and advertisers will be thriving.”

Overheard on the Croisette (and beyond)
“The biggest problem in the industry right now is people are still just focused on reach and numbers.” — Ad exec

“We had to hire a fire marshal and a million security guards. I mean, we hired 200 people just for a 600-person party. I’m broke.” — Publisher PR

“Nobody wants to invest in media. Nobody. The money is over. The born rate these companies have, the math doesn’t work.” — Publishing exec

Who’s where?
Here’s your guide to who has taken over the Cannes jetty and beaches this year.

The Digiday Podcast Cannes Edition hosts Jesse Angelo
Jesse Angelo, CEO and publisher of the New York Post, visited Digiday Podcast Cannes headquarters — an Airbnb — to talk about Facebook as a threat to national security, the pivot to reality for venture capital-backed digital publishers and the prospect of subscription at the Post. Here’s what he had to say about the Post adopting a membership model as opposed to the meter in place at traditional rival the New York Daily News:

“As the Voxes and the BuzzFeeds have discovered, there’s a top to what you can do in digital advertising. When we think of membership, it’s not a digital subscription that restricts content. For us, we know we have superfans, people who love our product. People who use our phone app come back four to five times a day for 20 minutes. These people love us. What can we give them that’s more?”

Read more excerpts and listen to the episode.

Four questions with Todd Paris, managing director at Deloitte Digital

Why are you here?
We’re here bigger than in previous years. Creative consultancies are coming together to amplify the message we have.

What’s the message?
The message is, so we’re here to optimize for the brands; we’re helping brands own capability sets like in-housing. But we’re helping the ecosystem at large. We’re helping agencies work more effectively with brands. We’re not displacing agencies. Helping the different technology providers all engage better than the brands as well.

Is media buying in the cards for you?
We’re not playing in that conflicted space. We want to make sure we’re free to optimize for the brands. Our incentives are directly aligned with the CMOs. We have a great presence. We can listen and work in marketing organizations. If they want to talk about advertising, we can go down that path. If they want to talk about analytics, we can go there. It’s what they need, and we can pivot a number of ways.

What are they concerned with?
From an opportunity perspective, brands and CMOs finally understand that they’re the owner of data and owner of the customer experience. They need to take classic CRM data and marry it to audience data. In some cases, that means I need to own my audience data and combine it with the rest of the data, and it needs to be GDPR-compliant. It goes back in some cases to in-housing. The hardest part is taking ownership of the data. But the key is, clients still need their agency partners. The relationship might change, but they need them. — Shareen Pathak

Curiosity on the Croisette
The plush beachfront spots are normally taken up by the giant tech platforms like Google, Facebook and Spotify. One prime beach space this year — right near the Hotel Martinez — is occupied by Philip Morris. Yes, that Philip Morris. Billed as “Philip Morris Science,” it’s an effort to promote the tobacco giant’s nontobacco products — and position itself as a mainstream company. The splashy digs come a few months after Philip Morris hired ad and public relations agency veteran Marian Salzman to head up communications. — Brian Morrissey

Cannes slowdown
Many expected Cannes to be a little quieter this year, as advertising and media companies face harsh realities about the future of their businesses. One day into the festival, attendees say the belt-tightening is evident. Yes, the lavish beach parties, dinners and rosé are flowing freely along the Croisette, but perhaps not to the extent they have in recent years. Media buyers report seeing fewer party invites than they’re used to, and those invites are increasingly for smaller, more intimate events than large-scale parties. That might have something to do with Publicis Groupe’s drastic reduction of its attendance this year, of course. One agency executive also noted how the week seemed “front-loaded,” with multiple companies hosting major events on Monday and Tuesday, with relatively little planned for the end of the week. While it’s not unusual for execs to leave the festival a day or two early, one ad tech exec said he expects things to quiet down earlier this year. “Wednesday’s the new Thursday,” he said. — Jack Marshall

Blockchain watch
If last year was about big data, this year is about blockchain. Never mind that nobody’s quite clear on how exactly the distributed ledger technology will be used in marketing and advertising, and most applications still abound in theoretical suppositions. One agency exec told me that his bosses expect him to return to New York with real ideas about how to integrate blockchain into their offerings. We’ll keep you updated on how far blockchain hysteria will go this week. — Shareen Pathak

Coming up
10 a.m.: Gabbcon is hosting a session on blockchain in programmatic that promises to go “beyond the hype.” Tall order. (Palais II)
11 a.m.: Digiday and Teads are hosting a panel on the Teads yacht on “Video everywhere.”
3 p.m.: The Digiday Podcast is live with Complex Networks CEO Rich Antoniello. (Dentsu Aegis Beach House)
3:15 p.m.: New York Times CEO Mark Thompson will talk about “truth in the age of deception.” Watch for some potshots at Facebook. (Dentsu Aegis Beach House)
3:15 p.m.: Publicis CEO Arthur Sadoun and chief strategy officer Carla Serrano take the Cannes stage to discuss Marcel, the artificial intelligence platform that took up so many resources that Publicis decided last year to sit out of Cannes to help fund the project. (That hasn’t quite gone according to the plan.)
4 p.m.: Henry Davis, president of Glossier, talks about how Gossier built a newcomer beauty brand. (Palais)
4:30 p.m.: The Association of National Advertisers and Deloitte Digital are hosting a closed-door CMO roundtable followed by an open happy hour at the Dior Suite.

Tonight
8 p.m.: MediaLink hosts its annual industry dinner at the Hotel du Cap — with Jon Bon Jovi performing.
9 p.m.: Spotify Beach has a party with a performance by The Killers.
9 p.m.: CNN Palais Beach party with assorted musical acts. Food and drinks will be served. Dress code: Cannes chic.

The post Cannes Briefing: ‘There has been a cleanup’: Ad tech’s presence diminishes at Cannes appeared first on Digiday.

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Goodbye, Tronc, We Hardly Knew You

The media rebrand that everyone loved to hate is reportedly going through another name change. Tronc, the parent company of the Chicago Tribune, New York Daily News, South Florida Sun Sentinel and other newspapers is changing its name back Tribune Publishing, the name it had since 2013 when the 166-year-old company split its broadcast and…

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T-Mobile Partners With WPP’s Essence and Takes Some Media Planning and Buying Duties In-House

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What We Learned at Adweek’s Cannes Kick-Off Party

CANNES, France–Before marketers, brands, agencies and platforms got down to business at Cannes, Adweek convened some of the best minds in the industry up on the rooftop of the JW Marriott for a kick-off soir?e. In addition to cocktails and canap?s, our panel talked about the challenges facing today’s marketers. In the video above, we…

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This 43-Minute Film Won a Grand Prix at Cannes for Shining a New Light on Organ Donation

CANNES, France–Coraz?n, a 43-minute film, fully-financed by Montefiore Health System in New York and created by JohnXHannes, is one of the first winners at the Cannes Lions, taking Grand Prix honors in the Health & Wellness category. Additionally, Imaginary Friends Society, an ambitious project for the Pediatric Brain Tumor Foundation from RPA in Los Angeles…

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Supreme Court to Consider Apple Appeal in Lawsuit Over iPhone App Prices

The Supreme Court announced it will hear an Apple appeal challenging the propriety of a lawsuit brought by consumers who allege that the company illegally monopolized the sale of iPhone apps.

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Facebook Tightened Its Policies on Advertising Accessories for Weapons

Starting Thursday (June 21), advertisers on Facebook can no longer promote weapon accessories and other related items to people under 18. The social network already had restrictions in place banning ads for weapon sales and modifications, such as magazines, but weapons accessories–such as products that are mounted on guns for illumination, magnifying or focus, as…

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