Forum Assessment (ITE 3653) by Lynch Cowan https://padlet.com/cowanlynch/forum 4. Retailers are building IoT service to enhance customer experience en-us 2018-07-30 01:27:45 UTC 2025-10-22 17:14:06 UTC hello@padlet.com https://padlet-assets.s3.amazonaws.com/icons/Lightdecrease.png syfqhnur98 https://padlet.com/cowanlynch/forum/wish/271674749 Hello and good evening everyone. Recently, I had read an article regarding our topic which is, Retailers are building IoT service to enhance customer experience. In the article, its mention how IoT are able to improve customer experience in doing business, hence the reason why retailers are using it. One of the ways IoT can change customer experience is by addressing customer problem. In business world, its crucial for the the retailer to attend to their customer problem as soon as possible to avoid losing them. This can be done by using IoT. IoT will help retailer to solve their customer problem faster and better. 
In your opinion, aside from that, what do you think the other ways IoT can help in improving customer experience? 

Reference: ITPRO.CO.UK. (2018). How the Internet of Things can transform customer experience. Retrieved August 1, 2018 from http://www.itpro.co.uk/strategy/28543/how-the-internet-of-things-can-transform-customer-experiences]]> 2018-08-01 14:39:30 UTC https://padlet.com/cowanlynch/forum/wish/271674749 cowanlynch https://padlet.com/cowanlynch/forum/wish/271684546 Hi, everyone! Yes, I have read about this one article too on retailers are building IoT services in order to maximize their customer satisfaction. Besides that, in my opinion, one of the factors that could bring advantages in business world is that,  automatically improve and learn over time via updates to products and services. In the article it is stated that businesses are gathering IoT data from their products to analyze customer experiences and learn to improve, the report said. "Companies like Tesla are also delivering entirely new features, such as Tesla Autopilot, to existing products by adding software that uses IoT sensors and control in new ways,".  

Reference: TechRepublic. (2018). 4 ways IoT can improve the customer experience. Retreive March 16, 2018 from https://www.techrepublic.com/article/4-ways-iot-can-improve-the-customer-experience/]]> 2018-08-01 16:29:31 UTC https://padlet.com/cowanlynch/forum/wish/271684546 junurshuhadajaafar98 https://padlet.com/cowanlynch/forum/wish/271725495 Hello everyone! I also want to share about retailers building IoT to enhance their customers' experience as I have heard a lot about how IoT helps them in enhancing customer experience. It is no doubt that this IoT is very important and give many benefit to many people including retailers. In my opinion, aside from what both of you have said, another way IoT can help in improving customer experience is by keeping the customer updated. Well, I am also one of the customer who likes to do online shopping, so it will be quite frustrating if I cannot know about the progress of my items that I've ordered. IoT however has made that kind of problem go away from bothering the customer. The retailers of online shopping around the world will keep their customers up-to-date by sending status updates about the item they have ordered. In that way, customers will put their trust 100 percent to the retailers and also it can reduce their customers' queries. 

Reference: 
InformationAge. (2017). How to improve customer experience with the internet of things. Retrieved from https://www.information-age.com/improve-customer-experience-internet-things-123467559/ 
]]> 2018-08-02 01:24:46 UTC https://padlet.com/cowanlynch/forum/wish/271725495 fadhlinasofiya98 https://padlet.com/cowanlynch/forum/wish/271882045  Did you guys know that, IoT in retail has created new ways to shop, including smart fitting rooms and virtual reality-enabled customer experiences.  As the consumers are growing more, retailers have turned to technology to create more personalized, in-the-moment service.  According to DigitasLBi’s Connected Commerce survey, 62% of consumers purchase more items more often when they receive personalized service in America. Moreover,  72% of buyers like to have personalized products or services.  Hence, customers want more efficient service, higher-quality products, bigger discounts—and they want retailers to meet their needs in the moment. What do you guys think about this situation?]]> 2018-08-03 12:32:40 UTC https://padlet.com/cowanlynch/forum/wish/271882045 syfqhnur98 https://padlet.com/cowanlynch/forum/wish/271898156 Hello and good evening everyone! Reading everyone post make me realize that we still have not talk about what is actually Internet of Things or we all more known as IoT? Canadian Marketing Association refer IoT as a network of physical object that can be accessed via the Internet. So what is the relationship between IoT with marketing and our topic which is customer experience? Well   
The basic mission of marketing is to understand consumer behaviors and needs and to address those behaviors and needs by creating relevant value.

IoT is in full swing at this stage as the perfect complement to marketing. Big data analysis from thousands of connected devices used by current or potential customers creates excellent opportunities to offer usage habits and timely value proposition.

We can think of connected devices in three stages:

  • Devices as media
  • Devices as a service
  • Devices connected to each other 

So IoT is very useful in marketing and business world as a device to connect them with the customer. I hope with this you guys will understand more about the connection of IoT with customer experince!

Reference: Canadian Marketing  Association. (2018). 

Enhance Customer Experience with the Internet of Things. Retrieved from https://www.the-cma.org/about/blog/enhance-customer-experience-with-IoT

]]> 2018-08-03 15:45:52 UTC https://padlet.com/cowanlynch/forum/wish/271898156 junurshuhadajaafar98 https://padlet.com/cowanlynch/forum/wish/271913666 Hello everyone! As explained by Syafiqah (the definition of IoT and the relationship between it and customer experience in retail sector), we can say that IoT plays a very important role. It was said that customer expectations increased from day to day and it has led retailers all around the world to feel the pressure to deliver new customer experiences. This is the time when IoT is the best solution for this problems. Today’s consumer expects the right deal at the right time in the right place.They expect an exceptional customer experience. But how do they manage the pressure? One of the way is : retailers will analyse customer buying patterns, using Facebook Ads or Google Analytics to track the consumers' interests. 

"As the customer experience continues to evolve, delivering an experience quickly while dealing with the pressure of time and competition is essential to retaining loyal customers. It will require working smarter rather than harder, automating much of your current workflow. Part of the process will also require adapting your current process of moving customers through their purchase to the new digitized reality." (Digitalist Magazine, 2018)

Well,this explains a lot why IoT is very important in retail sector in order to enhance customer experience. 

Reference:
 Digitalist Magazine, 2018). Leverage the Internet of Things to Deliver New Customer Experiences. Retrieved from https://www.digitalistmag.com/iot/2018/03/21/leverage-internet-of-things-to-deliver-new-customer-experiences-05994565
]]> 2018-08-03 19:55:20 UTC https://padlet.com/cowanlynch/forum/wish/271913666 Hello guys~ fadhlinasofiya98 https://padlet.com/cowanlynch/forum/wish/271930654 As to the continuation of Syafiqah's and JJunur's, I will explain a bit on hoe IoT works.
Easy to be said that IoT is the concept of basically connecting any device with an on and off switch to the Internet (and/or to each other). This includes everything from cellphones, coffee makers, washing machines, headphones and lamps. Another recent examples, cars and electronic houses. Isn't interesting?
How does it work actually?
IoT consists of all the web-enabled devices  that collect, send and act on data they acquire from their surrounding environments using embedded sensors, processors and communication hardware. These "connected" or "smart" devices, can sometimes talk to other related devices and act on the information they get from one another.
I hope my explanation can lighten up your knowledge on IoT.

Reference:
Quora. (2016). 

What is the IoT and how does it work?. Retrieved from https://www.quora.com/What-is-the-IoT-and-how-does-it-work

]]> 2018-08-04 02:48:16 UTC https://padlet.com/cowanlynch/forum/wish/271930654 syfqhnur98 https://padlet.com/cowanlynch/forum/wish/271953749 Hello again everyone! As all of you have explain more about IoT, let's talk again about how IoT can help in changing customer experience. As we know, there are many ways on using Internet of Things to enhance customer experience. One of them are by personalise each situasion for the customer. Customers expect their IoT devices to adjust and refine services and capabilities based on real-world context. For example, a company commercial electrical panels will monitor energy use and problems and deliver custom notifications to customers and service techs based on their business' needs. It basically means, if there is any problem regarding the service or business, both the retailer and the customer will be notify straight away in order for them to take the necessary action immediately and find the solution to solve the problem. This will avoid the problem to become worst. I think this features is very helpful and useful to both parties as its give some kind of assurances to do their business. They all be able to use and taking advantage of this feature, all thanks to IoT. 

Reference: TechRepublic. (2018). 

4 ways IoT can improve the customer experience. Retrieved from https://www.techrepublic.com/article/4-ways-iot-can-improve-the-customer-experience/

]]> 2018-08-04 16:33:07 UTC https://padlet.com/cowanlynch/forum/wish/271953749 junurshuhadajaafar98 https://padlet.com/cowanlynch/forum/wish/271955613 Hello! I'm back again (hehe). So every one of us has talked a lot about Internet of Things; the definition, the relationship and the ways how IoT enhance customer experience in retail. What about we share some of the examples of IoT in retail? Well, I have one to share with all of you today. I want to talk about Amazon Go, one of the example of Internet of Things. For your information, Amazon Go is a grocery store that was established by the online retailer, Amazon, in Seattle. 
Here, there is no human cashier, only cameras and technologies to process transactions. All you have to do is open the Amazon Go app and scan to enter the grocery store and you can start doing your shopping! You can just take whatever you like and after you have finished shopping, you can go back home straight away. Technologies have replaced human cashiers; shoppers are automatically billed via the credit card connected to their Amazon account, detected as they leave through the gates. 
Mind blowing, isn't it? The purpose of Amazon Go is to reduce queuing time the shoppers need to face every time they want to pay. So now they can just grab whatever they want and go. 

Reference :
Computer Business Review. (2018). Amazon Go: Internet of Things shopping opens to public. Retrieved from https://www.cbronline.com/news/amazon-go-internet-of-things-retail

]]> 2018-08-04 17:37:40 UTC https://padlet.com/cowanlynch/forum/wish/271955613 Amazon Go Grocery Store junurshuhadajaafar98 https://padlet.com/cowanlynch/forum/wish/271955706 Here is a video about Amazon Go. Feel free to watch it! 😉]]> 2018-08-04 17:41:11 UTC https://padlet.com/cowanlynch/forum/wish/271955706 cowanlynch https://padlet.com/cowanlynch/forum/wish/271964064 Hey! I'm back here again, yeap definitely nowadays we can see we're coming to the generation of less manpower, where everything will be depending on such as cashless, people start paying everything thru their smartphones. For example, our transportation application, Grab. For me, as I frequently use Grab to go here and there, I would prefer pay my fares with that person via GrabPay, where people can easily top-up of your amount in that application so that they won't busy looking for their money or stop-by at bank just to withdraw money to pay for Grab. Thus this method will cost them twice from their original fare. Other than that, customers can benefit discounts of using "Cashless" payment. Therefore, this is one of the impact that can be seen as a customer experience in retailer. With the launch of GrabPay Credits, customers from across Southeast Asia can have better access to cashless payments for their mobility needs. 

Reference: 
Rojak Daily. (2016). 

Grab Introduces Cashless Payment with GrabPay Credits. Retrieved from http://www.rojakdaily.com/news/article/1402/grab-introduces-cashless-payment-with-grabpay-credits

]]> 2018-08-05 00:11:33 UTC https://padlet.com/cowanlynch/forum/wish/271964064 GrabPay credits for your Transport cowanlynch https://padlet.com/cowanlynch/forum/wish/271964429 Geez! Watch on how GrapPay works on your Grab Apps.]]> 2018-08-05 00:28:53 UTC https://padlet.com/cowanlynch/forum/wish/271964429 syfqhnur98 https://padlet.com/cowanlynch/forum/wish/271984875 Hello guys! So I guess this time its my turn to give an example of IoT used by the retailers to enhance the customer service. Do you know that aside from AmazonGo and GrabPay that Shuhada and Lynch had mentoned in previous post, other retailer that use IoT as well is Sephora. Yes you read it right, Sephora, a beauty and comestic retailer from France. But how do Sephore use IoT in their business? Well, its easy. While other cosmetic companies rely heavily on department store sales, Sephora offers customers a number of tech options that allow them to personalize their shopping experience by trying on makeup virtually using AR, matching their skin tone to a foundation with AI, and sampling a fragrance via a touchscreen and scented air.

Perhaps its most innovative and accessible mobile offering is Sephora Virtual Artist, an AR tool that allows customers to try on thousands of shades of lipstick, eyeshadow, false lashes, and many other makeup products sold at Sephora. It also lets users go through beauty tutorials on their own face digitally to learn how to achieve certain looks. A new feature called Color Match taps AI to help customers find the right color shade for their skin tone via an uploaded photo. Virtual Artist is available in the Sephora app as well as in select stores.

So that is how Sephora use IoT in their retailer to enhance their customer service even though they are a cosmetic and beauty retailer. Interesting, isn't?

Reference: TechRepublic. (2018). How Sephora is leveraging AR and AI to transform retail and help customers buy cosmetics. Retrieved from https://www.techrepublic.com/article/how-sephora-is-leveraging-ar-and-ai-to-transform-retail-and-help-customers-buy-cosmetics/
]]> 2018-08-05 13:12:15 UTC https://padlet.com/cowanlynch/forum/wish/271984875 syfqhnur98 https://padlet.com/cowanlynch/forum/wish/271985205 So here is a simple and short video explaining more about how Sephora use IoT in their store to enhance customer experience. Hope you guys enjoy! 

]]> 2018-08-05 13:21:21 UTC https://padlet.com/cowanlynch/forum/wish/271985205 fadhlinasofiya98 https://padlet.com/cowanlynch/forum/wish/271987437 Here is an interesting short video about IoT and how it works. I hope this video can give you much more understanding about IoT.
Enjoy the video~]]> 2018-08-05 13:58:50 UTC https://padlet.com/cowanlynch/forum/wish/271987437 fadhlinasofiya98 https://padlet.com/cowanlynch/forum/wish/271988332 As to the additional for Syafiqah's previous post which was about Sephora, I will also talk about the famous portal in Malaysia which is Zalora.
For me Zalora is a good in their business and also good in using IoT to their customer services.
Other than displaying variety of brands, they also show the newest item on the main board. For me that is very brilliant because customers might want to see the newest item.
Furthermore, Zalora had prepared many column on their customer services. So, the customers can get in the details section.
Moreover, the interesting part about Zalora site are the payment and how to contact. They do not limit on certain payment and contacts. For contacts, they provided up to 10 contacts which includes Twitter, Instagram and WeChat. It is very comfortable for the customers if they have only one account to contact. For the payment, they have provided 9 ways to pay. Examples are Maybank2u, CIMBclicks, Master Card and Visa for Malaysian. For international customers, they had paypal account for them.
Interesting and easier, right?

Reference:
Zalora. (2012). Retrieved from https://www.zalora.com.my/]]> 2018-08-05 14:13:38 UTC https://padlet.com/cowanlynch/forum/wish/271988332 Disadvantages on IoT cowanlynch https://padlet.com/cowanlynch/forum/wish/271989990 Well, never had we realised that when it comes to disadvantages, the usage of techonolgy in retailer among customers has also their pros and cons. The disadvantages on IoT among customers is that too much exposed on their information. For example, their address where they live and other personal data. 

Thus for me, I personally think that when they exposed their personal data too much in the portal, those scammers can easily get their information from there and scammed them. 
Other than that, the youngster will become addict in using technology because of their parents introduced to them since their young. 

References: LinkedIn. (2015). 

Pros & Cons of Internet Of Things (IOT). Retrieved from https://www.linkedin.com/pulse/pros-cons-internet-things-iot-bhaskara-reddy-sannapureddy

]]> 2018-08-05 14:44:54 UTC https://padlet.com/cowanlynch/forum/wish/271989990 junurshuhadajaafar98 https://padlet.com/cowanlynch/forum/wish/271990316 Good evening everyone! Today I would like to share the benefits of IoT to retail employees (as we only focus on the benefits of IoT to customer in our previous post). As we all have known IoT has made a big revolution in retail industry, from the factory floor to store shelves, IoT technology like RFID sensors, beacons, digital kiosks and signage, video cameras, and smart shelves are providing retailers with new opportunities to improve the customer experience. So, what will the retail employee will get from this revolution? They will surely can manage to meet up with customers expectation easier that before and their job will be more effective. 

When there is an increasing demand from the customers, it would tire off the retail employee, that's why at this time IoT is really come in handy. For example, digital fitting rooms. It provide a way for customers to interact with available inventory and staff by call an associate by just one touch. Another example is smart shelves which will alert the employee to stock levels and can can initiate reorders or transfers from other stores, eliminating the frustration of a customer being unable to find their size or desired item. This also cuts down on administrative tasks the clerk would normally have to do, allowing them to focus more on their customers.

Reference :
 Mojix. (2018). IoT in Retail: The benefits to the Retail Employee. Retrieved from https://www.mojix.com/iot-retail-employee/
]]> 2018-08-05 14:53:14 UTC https://padlet.com/cowanlynch/forum/wish/271990316 fadhlinasofiya98 https://padlet.com/cowanlynch/forum/wish/271990461 Good evening! I will discuss a bit on the customer experience and the benefits for the customer if IoT services were build.
Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual customer experience is. You may think you have high-quality products and a strong customer experience, but if a customer gets a broken product that isn’t fixed, their perception of your company as lower quality then becomes the reality.
If IoT services are build, the benefits that customers can get are absolutely fast and convenience. This  is because they can easily buy their products without any problem. They also can easily compare each product and prices, and purchase it. Things will be easier if the retailers included IoT in their business.
Isn't it convenient for the customers?

Reference:
Customer Experience Wikipedia. (n.d).
https://en.wikipedia.org/wiki/Customer_experience#Retail_environment]]> 2018-08-05 14:56:09 UTC https://padlet.com/cowanlynch/forum/wish/271990461 cowanlynch https://padlet.com/cowanlynch/forum/wish/271991392 Hi everyone! So as we have discussed on the IoT retailers towards their customer in order to maximise their satisfaction, I think that we all agree that, IoT has the potential becoming one of the platform to improve alot in customer service. Especially when it comes to complaints towards retailers. I personally think that when I wanted to make a complain to the retailers regarding stuff that I have bought, I wont directly contact the seller as I think it makes me difficult in searching their contact number. I would prefer to just log in to the website and start filling up the complain letter form. Thus, this shows that IoT plays their role in order to maximise their customer satisfaction. 

I  would say this is a bit hard for someone to do that, but I believe that seller in online shopping they reply much faster when we complain abkut their products in the website as they always updates in their website. ]]> 2018-08-05 15:29:33 UTC https://padlet.com/cowanlynch/forum/wish/271991392 Digital Divide in Nepal fadhlinasofiya98 https://padlet.com/cowanlynch/forum/wish/272789260 Information and Communication Technology (ICT) has become a vital instrument for delivering a number of services such as education, healthcare and public services. Community wireless networks are community-centric telecommunication infrastructure developed to provide affordable communication for those who live in remote areas. This post discusses the role of Nepal Wireless in achieving socio economic development of rural communities by facilitating affordable Internet access. We analyze the challenges Nepal Wireless faced and articulate on the approaches it took to address those challenges such as lack of technical skills, appropriate technology and funding, difficult geographical terrains, unstable political situation, and expensive devices. In addition, we address the success and failure factors of this community-based ICT4D approach in order to guide similar endeavors.

]]> 2018-08-13 01:25:09 UTC https://padlet.com/cowanlynch/forum/wish/272789260 fadhlinasofiya98 https://padlet.com/cowanlynch/forum/wish/272791185 This is a video that summarize the education system in Nepal.
Watch and learn]]> 2018-08-13 01:43:17 UTC https://padlet.com/cowanlynch/forum/wish/272791185