A new Kinetic-based tool to track shoppers interactions

Nintendo’s Wii platform has already sparked applications well beyond the world of gaming, so it’s not entirely surprising to see Microsoft’s Kinect do much the same thing. Enter Shopperception, a Kinect-based tracking system that gathers data on shoppers’ interactions with the products on retail shelves.

The brainchild of Argentinian development company Agile Route, Shopperception uses Kinect sensors to bring 3D spatial recognition capabilities to market research applications that have traditionally relied on costly and error-prone human observers. Brands, researchers and retailers can then continuously monitor the way shoppers interact with the products on the shelves, including metrics such as how long they spend, which products they touch, which are put back and which are ultimately purchased. They can also use the technology to compare the success of competing shelf layouts or point-of-sale promotions, for example. “Heat map” reports, meanwhile, are available to depict consumers’ interest in different products or shelves. The video below demonstrates Shopperception in action:

One would be hard-pressed to think of a better way to study consumer behavior than by unobtrusively tracking real-world shoppers in a natural retail setting. Brands, retailers and researchers: one to get involved in!

via In retail stores, research tool uses Kinect to track shoppers’ behavior | Springwise.

2012 top trends to dominate Middle East hotel sector

Ten leading hoteliers present the top 10 industry trends expected to dominate the Middle East hotel sector in 2012

1. M-commerce
“Rapid advancements in travel technology are on the cards, especially mobile bookings which has opened a whole new world. According to industry sources 18% of mobile users are expected to make bookings using their smart devices.”Michel Noblet, President & CEO, HMH – Hospitality Management Holdings

2. Influence of consumer ratings
“Websites such as Trip Advisor will continue to push hotels to become better attuned to customer’s needs. It is no longer about what we say about ourselves in a brochure that maters, it is what our reviewers say. We need to listen to our guests and even though not every review can be positive, hotels need to acknowledge issues and work to fix them.”Ali Hamad Lakhraim Alzaabi, President and CEO of Millennium & Copthorne, Middle East and Africa.

3. Digital booking
“Online booking will be another top trend. Our hotels will heavily switch to the online channel. Potential and existing clients are becoming tech-savvy experts. They know what they want, and are far more sophisticated in what they are looking for, easily accessing information about our hotels through digital tools. Thus, our key priority area is to be on top of the latest online tools and aggressively develop our digital services and presence: from mobile apps to E-Marketing, to our loyalty program, Le Club Accorhotels.”Christophe Landais, managing director, Accor Middle East

4. Growth of the mid-market

We think it will be a bit of a return to 2009 in 2012. In light of the economic instability in Europe I think added value packages will once again become very attractive. This instability will help grow another trend, mid-market hotels. I predict this will continue to grow in the region throughout 2012, especially the clearly defined brands within the mid-market segment.Marko Hytonen, Area Vice President, The Rezidor Hotel Group

5. Emergence of new brands

“I believe we will see the introduction and growth of brands that are new to the region, brands such as Hotel Indigo. We are yet to bring Hotel Indigo to this part of the world, but following the success of the brand elsewhere we expect to announce our first property early next year. The growth of our Staybridge Suites brand will also continue and this helps us cater for the needs of the long stay guest.”John Bamsey, Chief Operating Officer, India, Middle East & Africa, InterContinental Hotels Group

6. Spa and wellness

“Spas are becoming important to both the leisure and business traveler. Nowadays, they are a necessity rather than a luxury, just as a health and fitness club is today, as more and more people seem to be looking seriously at their personal health and well being. Rotana has introduced spa facilities to many of its properties following extensive research into the desires and needs of guests. The direction we are going is to include a Spa in each of our 5 star Resorts & Hotels.”Selim El Zyr, president and CEO, Rotana Hotels

7. Talent and training

“The battle for talent is a real one compounded by the complexities of the need to engage countries very real needs to immerse their own workforce in our industry” Jeff Strachan, vice president – sales and marketing, MEA, Marriott

8. Rise of the BRIC (Brazil, Russia, India, China) travellers 
“These emerging economies are slowly but surely making their mark as strong source markets as well as development markets. Hilton has recognised this and, with particular regard to China, launched an initiative in 2011 called Hilton Huanying — a tailored experience for all travellers of Chinese origin. Inspired by the Chinese word for ‘welcome’, the programme enables visitors to book Hilton hotels with confidence knowing the properties will meet their cultural needs and expectations. These include, front desk team member fluent in Chinese, tea kettles, dedicated Chinese broadcasting channel on TV, welcome letter in Chinese and chinese tea available in the bedrooms. We also provide special Chinese dishes at breakfast. Over 50 hotels in the Hilton Hotels & Resorts portfolio have signed up to the programme.”Rudi Jagersbacher, President, Hilton Worldwide, Middle East & Africa

9. Bargain hunters
“One of the most important trends is the very short lead of advance booking. This can be attributed to the availability of airline capacity to specific destinations which in turn relaxes customers urgency for advanced booking and allows guests the opportunity to search for last minute bargains. Guests are looking for added-value. In terms of preferences and behaviour patterns, travellers are still taking vacations and travelling widely but they demand extra value for money more than before. They are still looking for quality of service and personalized experiences but added value is a key factor while selecting their accommodations.”Gerard Hotelier, Vice President Operations- Middle East, Mövenpick Hotels & Resorts

10. Social media
“Social media creates opportunities never envisioned before. It influences how you are positioned on google, your reputation can be damaged or enhanced within a blink of an eye, social commerce is coming, and all this is going mobile. It is a revolution for the hotel industry, and it is just the beginning. Said that, as a company you have to wonder how to invest and how much. The ROI is still not clear, and there is a RISK on spending too much.” Sami Nasser, SVP, Sofitel Middle East and Indian Ocean 

Via http://www.hoteliermiddleeast.com

2011: a Great Year

The year 2011 is going to end. It has been an amazing year for DESITA, ECOFFEE and showfood.

This blog was read by people from all over the world – Europe, U.S.A, Turkey, UAE and even Siberia- and we were glad to see that many are the ones following us who are interested in sustainability and responsibility related to Retail, Ho.Re.Ca, Hospitality and Franchising.

We were amazed by the great response to post such as “A Pop-Up revival in Retail marketing”, “Zara 5000th store in Rome leads the way to a  sustainable retail” and “New terms of engagement for Levi Strauss&Co. Global Supply chain”, that were read and retweeted more than 2000 times.

We would also like to publicly thank all our supporters: HH Abdul Aziz bin Ali Al Nuaimi –aka the Green Sheikh, Serint Group, Titanka, Novamont, Fantoni, TWG, Quadrante, Smeg, Fair Trade Italia, Organic Academy, Green Graffiti, Al Baba,Karafirin, Kiroskay, Nyga chef, Bartecho, World Green Tourism, EcoSeed, Hospitality News, Asia & Middle East Food Trade, Goumbook.

Last but not least, a great thank you to all our readers. Thank you for your support and your helpful feedbacks and interesting comments.

We wish you all a Great Christmas and a Happy 2012
Norman Cescut and normancescut.com staff

PS We will be back on Jan.10, 2012

Healthy meals for more active students thanks to an Abu Dhabi cafe’s initiavite

Alexander Clavel, managing director and founder of the Federal Restaurant Corporation which runs Mirabel cafe in Abu Dhabi has undertaken the task of creating healthy lunch options for kids.

It is a subject that’s close to Clavel’s heart, so when he was approached by Aldar Academies Al Muna school to create convenient, nutritious meals in a box, he jumped at the chance.

“I think children in the UAE are generally unhealthy, and as an expectant father, I’m very much worried about this,” he said. “Obesity among children across the UAE is on the rise – as it is in the USA and Europe – due to changing dietary habits and limited physical activity. All this can be changed, much of it reversed, with good, healthy eating.

“This, combined with limited physical activity leads to a whole host of problems including diabetes, allergy development, erratic energy levels and mood swings.

“In the UAE you can literally find anything to eat and anything to do so there are no excuses for being lazy! Yet many pay more at the pump for Premium petrol for their cars but less for the quality of their food for their children. That logic can only change with education.”

via Abu Dhabi cafe creates healthy meals for schools | HotelierMiddleEast.com.

A new open online platform to share knowledge on hotel sustainability by Accor

Accor, the world’s largest hotel group and operator of brands such as Ibis, Novotel and Sofitel, said it had launched the online platform to make information on sustainability, including, research, surveys and case studies of good practice, available to any operator, whatever their size, for free.

The move coincides with the completion of a major piece of new independent research by Ifop on behalf of Accor that shows the vast majority of hotel guests are concerned by sustainable development.

Research findings
Accor’s executive vice president for sustainable development, Sophie Flak, said the findings confirmed there could be no more excuses for hotels not taking action on environmental, social and economic development.

“Sustainability is a very well known concept among hotel guests,” she said. “Discovery has gone; it is time for concrete action.”

The survey of 7,000 Accor guests across six countries, including the UK, France, Germany, Australia, Brazil and China, found that eight out of 10 hotel guests felt sustainable development was important to them. It also revealed that guests had high expectations for hotels to take action across four key areas: water, energy, waste and child protection.

But Flak said one of the most important findings of the survey was that a majority of guests now expect a hotel that implements sustainable policies to be a comfortable one to stay in.

“66 per cent of guests said a responsible hotel was a comfortable hotel,” she said. “No one can tell me now that they can’t set up a sustainable hotel because it will not be comfortable.”

Environmental targets
Accor, which operates 4200 properties across 15 brands in 90 countries and employs 145,000 staff, launched its own five-year sustainability programme, Earth Guest, in 2006. The programme, however, has only been partially successful in meeting its objectives. Accor set itself a target to reduce its energy by by 10 per cent between 2006 and 2010 but missed it by 4.5 per cent, while it only reduced paper waste by 53 per cent against a 70 per cent target. But it exceeded its target on water, cutting it by 12 per cent against a target of 10 per cent. It has yet to set targets on carbon emissions, said Flak, but will be doing so in a new environmental strategy the company will be announcing in early 2012.

Common standards
The release of the data, early next year, will coincide with the planned launch by the £3.7 billion international tourism industry of common standards to calculate and report on the carbon emissions of the sector.

Accor said findings of its latest research were now available on its open platform, Earth Guest Research. It wants other hotels to use it to adopt sustainable policies and said it plans to release several pieces of new research a year. In return, it is calling on other hotels to share their research and methodology so the whole industry can benefit.

“Sustainability can’t be handled by people who know nothing about it,” said Flak. “That is why we need these documents and facts.”

In September, the UN World Tourism Organisation launched an online toolkit to help hotels evaluate energy consumption, find renewable sources and cut their cost through improved efficiency.

via accor news | Accor creates open platform to share knowledge on hotel sustainability.

Start Today: UK brands join forces supporting sustainability

At the beginning of November, each UK based brand participating to the Start Today sustainability initiative has begun rolling out marketing campaigns, carrying the Start Today branding, urging consumers to take ‘one simple step’ toward being more environmentally friendly.

Start Today, which was conceived by integrated agency Meteorite, is led by Start, an initiative to encourage sustainable living, overseen by HRH the Prince of Wales, Business in the Community and The Marketing Society.

Insurer More Th>n, which has signed up to the project, is running activity focusing on ‘greener gardening’.

Through a partnership with broadcaster Classic FM, it is using Blue Peter gardener Chris Collins in a direct, social-media and digital campaign based on offering consumers tips that can make gardening more sustainable.

‘We wanted to do something that was simple and tangible,’ said Pete Markey, chief marketing officer at RSA, which owns More Th>n. He insisted that there was a ‘clear relevance’ to the drive because the insurer has policies covering garden and house plants.

‘This is a real chance to make a statement about how progressive and forward-thinking we are,’ added Markey.

Meanwhile, DIY retailer B&Q is running an in-store and digital promotion aimed at encouraging consumers to switch off household electrical items, and to buy products that can help reduce utility use.

Ian Cheshire, chief executive of B&Q-owner Kingfisher, said: ‘The days of paying a massive premium for sustainability are probably gone. Consumers are interested in helping to save the planet but (want to) save money as well.’

When the plan for the day of action – originally dubbed One Day, 1/11/11 – was revealed earlier this year, the stated aim was for every piece of marketing communications running on 1 November in the UK to include a green message. However, just 10 companies signed up to the scheme.

Cheshire defended the take-up, stating: ‘It’s a great selection of brands. This is only year one; it came around a bit too quickly for many brands to build it into their marketing plans.’

START TODAY CAMPAIGN THEMES

via Major brands join forces in Start Today sustainability initiative – Brand Republic News.

Using Social Networks to Improve Operations

For decades the mystery shopper was the main way retailers assessed operations from a customer’s point of view. By sending in a fake shopper, typically once a month, an individual store essentially was buying a dozen performance snapshots per year.

Then telephone surveys began to supplement mystery shopping. Today, digital technologies are supplanting both, with online customer surveys providing an exponentially greater number of performance snapshots per day.

A well-managed loop that links customer experience feedback with recommendations on social networks like Facebook, Twitter, and Yelp, can boost service quality and operational performance, increase traffic and create more happy customers — people who crow about a retailer online for free, turning their friends into new customers too.

A new mini-industry has emerged using these techniques, known as “customer experience management,” or CEM. Our company, Empathica — as well as a number of competitors — are providing customer feedback to operations, while partnering with “web-scraping” companies to listen to random chatter online.

Now we’re turning attention to linking operations to marketing through “social CEM.” The aim is not to drive online advertising impressions, but to explicitly and transparently drive the behavior of customers, front line service staff and retail managers. The aim is to create a true dialogue, not simply a listening post for customer kudos and complaints. And by doing so, this loop can drive meaningful operations and customer satisfaction gains.

An example: At Debenhams, a major international department store chain based in London, a customer complained through an online survey about a poor meal they received at the store’s restaurant. “Ordered turkey dinner. Very dried out. Overcooked vegetables in greasy, cold gravy.” The store manager called the customer that night, apologized, and sent a coupon for two free meals. The customer was invited to post their happiness with the problem’s resolution on Facebook, and did. The store manager made sure the kitchen turned out better turkey dinners. The result: a satisfied customer, better kitchen operations, and free social network advertising. Debenham’s effectively took what would have been a one-off customer experience problem and turned that customer into an Debenham’s advocate online and improved its operations to reduce the possibility of future disgruntled customers.

A social network feedback loop starts with information gleaned from customer surveys conducted online. Those survey-takers are then linked directly to social networks like Facebook through a link on the survey.

So how many customers will actually bother to move from surveys to socializing their experience? We have some data that suggests a healthy amount. We conducted 25 million surveys last year; more than 80 percent of respondents said they’d recommend the brand they were being quizzed about. We’ve then seen 10 to 20 percent of customers follow through with social network postings after the survey.

Some recommendations for retailers considering tying together their feedback, social, and operations loops: Customers need some nudging: incentives like coupons do the job. At 100 Boston Market restaurants, customer advocates got $3 coupons for a recommendation. In a three-month period, Boston Market received 100,000 Facebook newsfeed recommendations; advocates redeemed more than 4,000 coupons.

Finding customer advocates isn’t the only goal. Unhappy customers need to be channeled through a “customer rescue” process to help solve problems and mend relationships, and provide feedback on problems for operations to solve.

At Citibank branches in New York City, for example, every customer who completes a survey receives a call back from their bank manager within one to two days. The manager uses survey feedback and software intelligence to determine whether complaints need resolution or whether the manager should provide a simple “thank you” to reinforce the local branch’s commitment to customer service — like old fashioned retail and small local banks or credit unions still do.

The advocate process is proving far more powerful than regular social network advertising. The key is authenticity: we listen to our friends and colleagues for advice and recommendations. So while retailers and restaurant owners can buy social media advertising, the real place to drive growth is on the consumer newsfeeds. Not only are those kinds of clickthroughs more numerous. They are also more powerful. Beyond simple word of mouth advertising, poor-performing outlets get suggestions for improvement, which they use to guide better operational performance.

via Using Social Networks to Improve Operations – Gary Edwards and Mike Amos – Harvard Business Review.

Exclusive from the Abu Dhabi Tourist Green World Forum: where sustainability matters

Posting directly from Abu Dhabi, where I have been invited  by our worldwide ambassador, the Green Sheikh, and our supporter Goumbook, in the person of Mrs. Tatiana Antonelli Abella, to attend to the World Green Tourism event, supporting them during the opening day which took place last Monday, Dec. 5th.

The Green Sheikh and HE Razan Khalifa Al Mubarak at WGT 2011

The morning conference was opened by the introduction of  HE Razan Khalifa Al Mubarak, Secretary General Environment Agency – Abu Dhabi (EAD) who actively supports responsibility and sustainability actions in Abu Dhabi and UAE respectful of the local environment and wildlife.

Immediately after our worldwide Ambassador HH Abdul Aziz bin Ali Al Nuaimi, aka the Green Sheikh, captured the audience with an engaging presentation, merging his life philosophy and his belief together with his support for the environment and with his many travel experiences and encounters with people of all races, cultures and social classes. From Antarctica to Brazil, Iceland and Australia via amusing anecdotes, the Green Sheikh skillfully showed the audience that we are all equal, no matter if men or women, adults or children, Christians or  Muslims or Jews or following other religions, rich or poor.

The presentation was accompanied by amazing images and he used the cardinal points as a guide for his presentation -N, E, S and W- each one having its own enhanced meaning: N as Nature, S as Social, E as Empowerment, and W as World. Because travellers too can make a better world, through a more aware, green and responsible tourism

To my great surprise – and I want to publicly thank the Green Sheikh for this- the Green Sheikh introduced the ECOFFEE platform to the audience, presenting it as a great opportunity for young entrepreneurs.

ECOFFEE as a “Sustainable entrepreneurship platform” was in fact coined together with the Green Sheikh during our first meeting some of months ago, while talking about  ECOFFEE’ services and projects, like the Franchising coffee shop, especially designed for those entrepreneurs who want to run a profitable, responsible and ethical business.

What I am witnessing here at the WGT event is the growing importance of the environment, sustainability and responsibility issues which are now actually transferred into daily business practices even in the Tourism industry – I am glad and proud to be among those who are actively supporting it each and every day with DESITA and ECOFFEE’s business practices.

How to run a sustainable restaurant or pub | VIDEO

It is now almost two years since the Sustainable Restaurant Association launched in a bid to help restaurants, pubs and caterers become more sustainable and hundreds of businesses have since been audited and rated.

BigHospitality has recently published a very interesting video filmed by Hospitality Media about how to run a successful sustainable restaurant. Not to be missed.

Subway Eco-Store Receives Silver LEED Certification

Subway Restaurants has been taking part in a lot of green initiatives lately – such as switching out thousands of incandescent bulbs for energy efficient ones. But the biggest thing they’re doing is building new restaurants according to the US Green Building Council Guidelines in an effort to receive LEED Certification.

Their first Eco Store in Kissimmee, Florida received a Silver Certification this week, by reducing its energy usage, water consumption, and waste production through more efficient equipment, and using more responsible practices. It’s estimated that the Subway Eco Store uses about 20% less energy than a standard Subway store would in a similar location. Look forward to two new Subway Eco Stores opening this week in North Carolina and Louisiana.

via Subway Eco-Store Receives Silver LEED Certification – Greener Ideal.