advertisement
advertisement

This is page 2 of:

How Do I Track Thee, Mobile Shopper? Let Me Count The Ways

September 24th, 2012
  • Singing The Bluetooths
    Mobile vendor LoyalBlocks just finished a pilot of very small New York City-based merchants where the store has an Android unit (provided by the vendor, if necessary) that actively searches for any other device using either wireless or, interestingly enough, Bluetooth.

    “We’re using the Android device as a sort of radar that detects the customers as they walk in. The wireless module of that Android device is used to create an active scanning area within” the store, said the vendor’s CEO, Ido Gaver. “When the customer launches the app for the first time, aside from creating the user account, it’s associating their mobile device parameters with their profile.”

    LoyalBlocks estimates that it can deliver accuracy of about five inches, a spokesperson for the vendor, Loren Pomerantz, said.

  • Riding The Tunes
    Mood Media, the owner of famed elevator music generator Muzak, launched a wonderfully clever move with Macy’s this summer. The program, as announced, is a way of enabling Macy’s—and other chains—to launch ShopKick chainwide by riding over the existing sound speakers.

    But Mood also spoke of its ability to send tones out from those speakers and have an app listening for these high-frequency bursts of sound. Given that each sound will announce which speaker it’s coming from—some stores have hundreds of these speakers in each location—and that the app can detect the relative strength of those sounds and, therefore, extrapolate the relative position to each speaker, it can theoretically locate shoppers with an unusually high degree of precision.

    Even better, given that these speakers already exist within quite a few of the largest chains—Mood customers include Walmart, Target, Home Depot, Sears, Toys”R”Us, Foot Locker, Abercrombie & Fitch, TJX, CVS and Macy’s—this has some practical, relatively low-cost potential.

  • By The Light Of The Silvery LED Bulb
    A startup called ByteLight embeds its technology within a standard LED light, which sends out a light pattern that its application can recognize. The strength of the received pattern indicates where the shopper is standing within one meter, according to the vendor’s CTO, Dan Ryan, when it’s triangulated with patterns from nearby lights.

    Downsides: The phone not only has to be activated with the app launched, but it can’t be in a pocket or anywhere else where the light would be blocked. That means the shopper can’t accidentally hold it with a finger covering the phone’s camera lens. For phones that have two lens—front and back—the finger-blocking is less of an issue, because the app should work as long as both lens are not blocked.

    On the plus side: The phone can be in airplane mode—no network—and this light-based app should still work.

    For what it’s worth, Ryan said he’s not concerned about his offering’s limitations. He envisions it being used to track shoppers while they are actively interacting with the mobile app. If that’s the case, then there’s no reason why the phone would be off or in someone’s pocket or for a finger to be covering the lens (or both lens).

    That’s a valid approach, and it would certainly apply to the Special K scenario described at the beginning of this story. But it underscores the differences in the approaches and how retailers need to think through exactly how they want interactions to happen. The fully effortless scene of a customer walking into a store and being identified when his or her phone is in a pocket is just one possibility.

    And to be fair, there are a huge number of caveats with all these approaches. First, the legal issues surrounding such shopper tracking are still unclear. One federal appellate panel has ruled, but we have yet to hear from the full circuit. Nor has the U.S. Supreme Court, which already has a case relating to this topic before it, weighed in. There are tons of state legislatures, too, not to mention thoughts from Congress and various federal agencies.

    Then there is the question of how much tolerance—or resistance—for such efforts shoppers will offer. Given how little people seem to care about privacy—through their purchase actions, not what they tell people taking surveys—it’s most likely that retailers will have free reign to take location tracking as far as each chain wants.

    Critically, this assumes such tracking is used to deliver true benefits to shoppers. Amazon has always been the gold example of this tactic. The E-tailer customizes its pages and sends tons of E-mail pitches but is so focused on truly appearing helpful that it generates almost no resistance. If this helps customers get in and out of stores more quickly and helps to rapidly locate hard-to-find products, this could be a huge win. Assuming, of course, at least one of these technologies proves to actually work in the field.


  • advertisement

    2 Comments | Read How Do I Track Thee, Mobile Shopper? Let Me Count The Ways

    1. ed Says:

      Instead of targeting the customer personal mobile device, how about tracking the basket or the cart in the store using RFID? If baskets or carts are not available, it is possible to use RFID embedded loyalty card.

      This would make a better seamless transition to use the same metrics for tracking e-commerce baskets and shopping carts as well as prevent the expensive headache of attempting to create a ubiquitous solution for every consumer mobile device.

    2. Evan Schuman Says:

      It depends if you’re looking at this as a temporary placeholder measure or a long-term strategy. Given all of the changes, there’s a lot of good arguments for the placeholder approach. But longterm, mobile device approaches are inherently superior. What if someone runs in and doesn’t take a cart or basket? They’ll still have their phone. What if the chain doesn’t use a loyalty card (such as Walmart) or that customer didn’t bring it or doesn’t feel like pulling it out? And what about tracking shoppers through multiple trips across multiple places? Although it’s initially much more complex and expensive, setting up a system that is based on a device that the shopper takes everywhere at all times is going to be the better long-term approach. (What happens when the shopper changes phones? OK, I didn’t say it would be perfect.)
      :-)

    Newsletters

    StorefrontBacktalk delivers the latest retail technology news & analysis. Join more than 60,000 retail IT leaders who subscribe to our free weekly email. Sign up today!
    advertisement

    Most Recent Comments

    Why Did Gonzales Hackers Like European Cards So Much Better?

    I am still unclear about the core point here-- why higher value of European cards. Supply and demand, yes, makes sense. But the fact that the cards were chip and pin (EMV) should make them less valuable because that demonstrably reduces the ability to use them fraudulently. Did the author mean that the chip and pin cards could be used in a country where EMV is not implemented--the US--and this mis-match make it easier to us them since the issuing banks may not have as robust anti-fraud controls as non-EMV banks because they assumed EMV would do the fraud prevention for them Read more...
    Two possible reasons that I can think of and have seen in the past - 1) Cards issued by European banks when used online cross border don't usually support AVS checks. So, when a European card is used with a billing address that's in the US, an ecom merchant wouldn't necessarily know that the shipping zip code doesn't match the billing code. 2) Also, in offline chip countries the card determines whether or not a transaction is approved, not the issuer. In my experience, European issuers haven't developed the same checks on authorization requests as US issuers. So, these cards might be more valuable because they are more likely to get approved. Read more...
    A smart card slot in terminals doesn't mean there is a reader or that the reader is activated. Then, activated reader or not, the U.S. processors don't have apps certified or ready to load into those terminals to accept and process smart card transactions just yet. Don't get your card(t) before the terminal (horse). Read more...
    The marketplace does speak. More fraud capacity translates to higher value for the stolen data. Because nearly 100% of all US transactions are authorized online in real time, we have less fraud regardless of whether the card is Magstripe only or chip and PIn. Hence, $10 prices for US cards vs $25 for the European counterparts. Read more...
    @David True. The European cards have both an EMV chip AND a mag stripe. Europeans may generally use the chip for their transactions, but the insecure stripe remains vulnerable to skimming, whether it be from a false front on an ATM or a dishonest waiter with a handheld skimmer. If their stripe is skimmed, the track data can still be cloned and used fraudulently in the United States. If European banks only detect fraud from 9-5 GMT, that might explain why American criminals prefer them over American bank issued cards, who have fraud detection in place 24x7. Read more...

    StorefrontBacktalk
    Our apologies. Due to legal and security copyright issues, we can't facilitate the printing of Premium Content. If you absolutely need a hard copy, please contact customer service.