Presentation to 2013 Cards & Payments Conference.
What our customers are asking for.
Quant research indicating key shopper needs are (1) link payments and loyalty cards (2) make m-commerce less hassle
Qual research indicating little interest in many new payment ideas
3. Payment innovation often driven by
necessity
1
650BC
Coins
2500BC
Gold bars
1659AD
Cheques
960AD
Banknotes
1
1855
Fully printed
notes
1694
UK banknotes
£1
1968
BACS
1951
Diners Club
D
1987
Debit cards
1966
UK credit card
UK
2003
Chip & PIN
1997
e-banking
& mobile
payments
2007
Contactless
2008
Faster
Payments
Debit cards achieved 50% penetration in 5 years
Cash machines achieved 50% penetration in 16 years
4. Retail is changing but transactions remain
at the heart
Store
Mobile
Social
Field Force
Transactions
5. What are retailers asking about?
Invest in
Contactless?
Make refunds
across channels?
How do I get cost-effective
data security?
Make payments cheaper
Reducing scope of
PCI?
What about
loyalty schemes?
Should I worry about digital
wallets?
Take payments
on the move?
9. New technology is pervasive but not ubiquitous
Which of the following do you use nowadays on a regular basis, i.e. at least once a month?
69% of women use
Facebook, compared
to 52% of men
10. Loyalty is ubiquitous…
Which of the following do you use regularly (once a month)?
68%
13%
6%
4%
59%
13%
5%
4%
Only 9%
Do not use a loyalty card
regularly
48%
9%
5%
4%
21%
8%
4%
3%
11. …increasingly linked to payments….
Which of the following cash do you use at least once a month?
16%
8%
2%
15%
8%
2%
11%
3%
Cash back on debit card
Cash back on credit card
56% do not use any of these
schemes regularly (e.g. once a
month)
12. …..and open to digitisation
Agreeing it is very convenient to receive vouchers in the following ways
53%
48%
44%
16%
At the till on paper/card
By post
By email
By searching online
12%
10%
5%
By text
Through an App
Using a QR code
13. Interest in future payments in isolation is negligible
I would like to
use
Nice to have
18%
9%
8%
6%
6%
6%
31%
An online wallet where you can store cards a smartphone (e.g. Google Wallet)
5%
20%
Chirpify
2%
10%
Fingerprint, Iris scanner
Using your smartphone to make payments but still with a PIN
Using your smartphone to make contactless payments to £20
Supermarket poster in railway station to scan for later deliveries/pick up
SMS payments e.g. Pingit
Would not store loyalty cards
21%
21%
21%
17%
21%
14. Attitudes to new payment systems
Consumer attitudes to new payment systems
Well designed payment
application
- consumer perception
Good, gimmicky
High
effort
Irregular
transaction
Polarising,
Good v freaky
Hassle-free
Great - safety
Strong consumer
need
Weak consumer
need
Do I need
this?
Complicated,
high effort
Less well designed payment
application
- consumer perception
Too easy,
insecure
imperative of omni-channel reconfiguring of the store’s role within the omni-channel propositionmaking the most of mobile (in-store and m-commerce)customer intimacy as the only alternative to price as a competitive weaponmaximise sales to global shopppersuncertainty – nobody has the answers to what happens nextsuppliers – need flexible experts, future proofed
How can I choose the right payment type for each new country?Do I need to accept Union Pay?What’s the best Tax Free Shopping service?Can I have a single payment service that works across all channels?How do I block the fraudsters without annoying my customers?What about tokenisation?Make reconciliations easier.How to I take money when my till becomes an iPad?How can I make it easy for my customers to buy with a mobile?Is my payment infrastructure really future proof?Can you make PCI painless?Should I implement contactless?
Question 6SmartPhoneUsers/NonSmPhoneUsers I don't use any of these regularly 51% 65%Cash back on your debit card or bank account 18% 14%Cash back on your credit card 15% 15%Groupon 15% 5% Quidco 12% 5% TopCash 11% 5%VoucherCloud 6% 0%Wowcher 3% 1% Travelzoo 2% 1%