The Consumer Matters is the blog of Leslie Grandy, aka Gearhead Gal.  My passion is creating and delivering compelling products that delight customers through simple and elegant user experience design.

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Entries in deals (2)

Monday
Dec212009

Check Your Phone Before Checking Out

I've downloaded a number of retail-related apps on my phone, and I am a sucker for those that purport to provide deals and special offers directly to my phone.  I have recently downloaded Point Inside, an app intended to help navigate shopping malls, and enables mall developers and retailers to promote store events and deals.  I also have a AAA Discounts app, which helps me find businesses that offer AAA members discounts. ShopSavvy, a comparison shopping application, was first on Android and recently became available to iPhone customers who can use the phone's camera to read a barcode and look up other stores that might offer the product for less. And I have a couple of apps from the fashion magazines I enjoy, which also provides me feeds with offers from both local and national stores.

All of these apps are free downloads, because they are largely ad-supported. I enthusiastically download free shopping apps, but with each one, I can't help but wonder if I am seeing the "best" offer? Shopping apps which represent multiple vendors - as opposed to the branded retail apps like Gap or Starbucks - often include proprietary advertising platforms intended to leverage a network of existing users or loyal customers, like AAA customers, Elle magazine readers, or mall shoppers. Advertisers who appreciate the reach of these ready-made audiences and can then choose their mix of mobile application partners.

But from the consumer's perspective, these apps aren't exact substitutions for clipping the Sunday circular or taking the Bed and Bath coupon from mailbox, because they are not leveraging the same behavior to get the customer to take the deal.  For example, I never had an app on my phone with my favorite mall's directory, so I am guessing it may help me most when I visit shopping centers in other cities, since my patterns around the local mall are pretty familiar to me. However, I used to receive a monthly magazine from AAA with coupons, which I never remembered to take with me in my car. Now these offers are always with me on my phone, which I can imagine will make them more useful. I can look at the AAA deals as easily as the Point Inside mall promos or a coupons from aggregators like app providers Cellfire and Yowza. If my local Home Depot is having a special on Weber barbecue grills, I might know now about the deal by scanning the bar code to learn I can go 5 miles to another store to buy it more cheaply. I have so many tools now to find the best value, including search and my mobile web browser, I have come to expect I should check my phone now before hitting the store check-out.

If only I could have an app to search all my other shopping-related apps for the best deal among them...

 

Tuesday
Dec012009

"Trusted Advisor" - The Next New Thing for Services

With the breadth of information available through our Internet-connected PC, being an informed consumer seems easier than ever before. Add that to the real-time access to all kinds of data via apps stores and the mobile web on your smartphone, and consumers may actually have too much information to cross reference and research all of their choices. Enter the next new thing in service value being created for consumers - the "Trusted Advisor."

Trusted Advisors can appear in many flavors. They may be the people like you on your social networks who create community ratings for sites like TripAdvisor or Yelp. Or they may actually be businesses sourcing products or recommending offers for you based on data you opt in to provide. From "decision engines" like Billshrink.com to deal of the day mobile apps like AAA discounts to social Commerce sites like woot.com, there is a burgeoning industry of service providers hoping to help consumers convert from impulse shoppers to educated buyers.

But are these services helping consumers to discover and select the right products that optimize price/value? How does a consumer ultimately know in whom they should place their trust - the retailer or the advisor? Advisors that aggregate content and then apply algorithms and customer profile data may provide a useful information filtering service that lets a consumer remove some of the marketing noise from their evaluation process. Trusted Advisor services use a continuous flow of information to support the consumer's inquiry, however, the consumer doesn't always know if the business model that underlies the service offering emphasizes particular inputs from advertisers or business partners.

Free information may be worth what the business or consumer pays for it. To build trust in a brand that it can curate valuable information and make useful recommendations that fit each individual's needs takes time. More importantly, though, it takes relevance. Brands that attempt to provide a Trusted Advisor benefit to consumers cannot assume blind faith in the results they produce. To earn the loyalty that underlies any business model for these types of services, product designers will have to first ensure the consumer can clearly evaluate the utility these kinds of sherpa services provide.