Mobility

Frictionless Loyalty Programs – FAASO’s Case Study

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The quick service restaurant chain FAASO’s recently launched MOBILE wrAPP, an ordering, payment cum loyalty app. Available on Android, iOS and Windows, the app lets users locate stores, browse the menu, place delivery or takeaway orders, and make online or cash on delivery payments. To incent repeat purchase, the company credits INR 400 (~US$ 6.67) … Read more

Omnichannel Fiasco #2: M-PESA

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In Omnichannel Fiasco #1: Standard Chartered Credit Card, I’d described a recent omnichannel experience that started well but went downhill soon thereafter. In this post, let me describe another omnichannel experience that was a fiasco from the word go. This was with Vodafone M-PESA mobile wallet. When M-Pesa was on the drawing board, my company … Read more

Shopper’s Stop – Loyalty Or Disloyalty Program?

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Since I wrote Loyalty Or Disloyalty Programs? and Beware Of Losing Sales With Bad Loyalty Programs, a couple of companies have used mobile technologies in very innovative ways to design loyalty programs that truly foster loyalty. But Shopper’s Stop is not one among them. The pioneer of India’s organized retail industry recently introduced a mobile app variant of its … Read more

Omnichannel Fiasco #1: Standard Chartered Credit Card

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I recently went through two omnichannel experiences, one that started well but went downhill thereafter, and another that was a disaster right from the beginning. Before I deep dive into my experiences, here’s a quick working definition of omnichannel: Omnichannel is where a single business process is deliberately split across multiple channels so that each … Read more

Coin Solves A Pain. But Is It A 100 Dollar Pain?

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In Mobile Wallets Should Fix What’s Broken – And It Ain’t Payments, I’d highlighted why paying with plastic cards comes naturally to most people and why mobile wallets are not offering any compelling reason for people to switch to them instead of continuing to use plastic cards for their everyday payments. I’d also pointed out in … Read more

If Doctors Can Google, Why Can’t Patients?

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In this article (click here to read it online or here to download a PDF version) many leading doctors complain that by resorting to Google for diagnosing themselves, patients are eroding the traditional doctor-patient trust. IMO, they have themselves to blame. It’s only a matter of time before the Internet alters the medical profession, just as it … Read more

FAASO’s Wins “QR360 Code Of The Week” Award

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FAASO’s is the winner of “QR360 Code Of The Week”, the award series we kicked off with Precious Platinum last month.   The winning QR code appears on the upper right hand corner of the quick service restaurant chain’s menu. Scanning it takes users to the app store page of MOBILE wrAPP, the company’s smartphone ordering-cum-loyalty … Read more

Eight First Impressions Of Starbucks India

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Starbucks marked its entry into India by opening a few stores in Delhi, Mumbai and Pune over the last few months. I visited one of these stores recently. Here are my first impressions of Starbucks India based on this visit. [slideshow_deploy id=’1337′] This store is a lot roomier than the many Starbucks outlets I’ve visited … Read more

Precious Platinum Wins The First “QR360 Code Of The Week” Award

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We’re seeing an explosion in the use of QR codes lately, especially in magazines, posters and B2B newspaper ads. However, we’re also seeing a drastic difference in the way different brands implement the technology in terms of size, placement, CTA, and so on. Harvard Business School, Vodafone and a few other brands bungle even the … Read more

Mobile Wallet Has Few Takers – Even At Starbucks

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In a world that’s awash with exuberant projections in 2022 for products that are not yet launched in 2013 – no, I’m not just looking at you, ISIS – GigaOm injected a touch of reality by providing some actual figures for mobile wallet payment volumes: US$ 500M in USA last year (Source: GigaOm / Berg … Read more