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7. Todays’ SMB
merchant is not the
one we knew 5 or 10
years ago…
Key Themes
from the 451
Research Study
8. Digital transformation
is driving a profound
evolution of consumer
behavior and
commerce
technologies, resulting
in an influx of new
complexities for SMB’s
To thrive in such a
dynamic commerce
environment,
embracing change
must become the new
norm for SMB’s
The next several years
will see SMB’s increase
their adoption of new
commerce software
and technologies to
keep pace with all of
this change
1 2 3
10. Business Challenges for SmB Merchants
10%
12%
14%
25%
37%
16%
12%
20%
27%
22%
20%
20%
23%
21%
15%
Other, please specify
Managing employees
Adapting to new technologies
Creating customer loyalty
Controlling costs
Acquiring new customers
1st 2nd 3rd
What is the top challenge facing your business this year? (n=205)
12. Payment Technology Used
4% 6%
9%
14%
25%
42%
Tablet point of sale
Wedge/integrated card reader (generally
integrated into the physical PoS display)
Mobile point of sale (mPoS) device
Handheld pay-at-table terminal
PIN pad
Countertop terminal
What is your primary method of accepting card payments? (n=179)
14. § Although current-generation POS systems are
doing a fair job fulfilling their purpose of
accepting payments, there’s indication of a
need for a more robust POS that goes beyond
just payment acceptance.
§ Less than 1 in 4 of respondents stated their
existing POS does not go above and beyond
their needs
§ 81% of respondents are considering, planning
or in the process of upgrading their POS, 38%
within the next 6-12 months.
POS Upgrades are
Underway
38%
19%
16%
27%
Plan to upgrade in next 6-12mo
No plans to upgrade
In the process of upgrading / recently
upgraded
Considering upgrading without an
immediate timeframe
In regards to your point of sale system, which of the following are you planning
to do? (n=179)
15. SmB Interest in Customer Facing Applications
64%
49%
35%
30% 28%
8%
Pay with credit
card points
Pay with a
mobile wallet
Redeem/earn
loyalty points
and rewards
Add additional
products/service
to the order
Display
promotions /
advertisements
on the point of
sale display
None of the
above
What specific customer facing applications/use cases are most important to you in a point of sale system? (select all that apply)
16. § Mobile wallets lead the trend with over 63% of
respondents noting an increase in demand/use
§ Mobile loyalty and mobile coupons are also
trending upward– almost 50% of respondents
have seen an increase
§ Across the 3 technologies, <12% have seen less
demand or use, signaling the use of mobile at
the point-of-sale is likely here to stay
Customers Demand &
Use Mobile More
28%
18% 19%
35%
29% 27%
30%
46% 43%
5% 4%
8%
2% 2% 3%
Mobile/Digital Wallets Mobile Loyalty Mobile Coupons
How much change in customer demand for / use of the following
technologies have you seen over the past year?
Significantly more demand/use Somewhat more demand/use
About the same demand/use Somewhat less demand/use
Significantly less demand/use
17. SmB Adoption of Digital Technology
43% 38% 35% 35% 32% 29% 29% 27%
10%
20% 24% 26%
18% 27% 27% 21% 23%
27%
15% 19% 16%
22%
17% 19%
22% 20%
18%
22% 20% 23% 25% 24% 25% 27% 30%
45%
E-commerce
website
Mobile-optimized
website
NFC-based mobile
payments
EMV mPOS Mobile
coupons/offers
Branded
customer-facing
mobile app
Mobile
loyalty/rewards
program
BLE Beacons
What is your company’s position on the following technologies?
Currently implemented Plan to implement in next 6-12mo Considering implementing without an immediate timeframe No implementation plans
18. With new
applications and
connected devices
entering the market
practically every
day, the IoT
presents
possibilities for
retail and
hospitality
businesses of any
size.
19. IoT: The network of physical objects, such as devices, vehicles,
buildings, etc., which are embedded with technology that enables
them to communicate and collect and exchange data.
§ 77% of SMBs indicate they have a moderate or
strong understanding of IoT, but few fully
grasp it
§ Despite its early stage, we believe IoT will have
a pervasive and transformative impact across
all aspects of commerce
§ End result will have a direct and favorable
influence on how goods and services are
purchased and customers are engaged
The Intersection of IoT
and Commerce
23%
47%
30%
On a scale of 1-10, how would you rate your understanding of
the concept of "Internet of Things (IoT)“ (n=205)
Little to no understanding (0-3)
Moderate understanding (4-7)
Strong understanding (8-10)
20. When asked, 87% of SMB’s said
that they can see IoT applying
directly to their business in some
way.
Key use cases:
§ Developing or enhancing
existing products/services
§ Attaining customer-centricity
IoT Business Application
0%
13%
25%
32%
41%
46%
46%
Other
I do not see IoT directly applying to
my business in any way
Helping us to reduce risk
Helping us to optimize operations
Helping us to better understand our
customers
Helping us enhance customer
targeting/increase sales
Helping us to develop new or enhance
existing, products or services
How do you envision IoT applying most directly to your business?
(Select all that apply) (n=205)
21. IoT Status
In the eyes of SMB’s, IoT is quickly
becoming more than just a theoretical
concept.
§ 15% of SMB’s have already deployed one
or more IoT initiatives
§ Another two thirds of SMB’s are
planning or considering an IoT
deployment
§ Education is critical for the remaining
26% who are not considering an IoT
deployment
The potential to combine IoT initiatives and
POS upgrades is very real, and there is a
major correlation between the two
31%
15%
26%
28%
What is your organization's current status on IoT-related initiatives?
(n=205)
We plan to deploy an IoT
initiative within the next 6-
12mo
We have already deployed 1
or more IoT initiatives
We are not planning or
considering deploying an
IoT initiative
We are considering
deploying an IoT initiative
with no immediate time
frame
22. High Correlation Between Planned POS Upgrade
and IoT Deployment
SmB’s POS Upgrade and IoT Initiative Plans
We are in the
process of upgrading
our POS / recently
upgraded
We plan to
upgrade our POS
in 6-12 months
We are considering
upgrading our POS
without an
immediate
timeframe
We have no plans
to upgrade our
POS
We have already deployed 1 or
more IoT initiatives
36% 18% 10% 6%
We plan to deploy an IoT
initiative in the next 6-12 months
50% 54% 15% 6%
We are considering deploying an
IoT initiative without an
immediate timeframe
7% 21% 48% 29%
We are not planning or
considering an IoT initiative
7% 7% 27% 60%