IT News Online – How Transparent Payment Experiences Make Retail Brands More Valuable and Relevant (By Gilbert Lungu)


By Gilbert Lungu, Country Manager for Zambia at Cellulant (

As established brands in the retail industry compete aggressively to acquire, cultivate and defend their share of Zambian consumer spending, those who connect, engage and transact in the most unified way. and frictionless will be in the best position to increase their portfolio and market share.

Today’s grocery store, whether it’s a multinational retailer or your neighborhood store, has evolved into a shopping destination where consumers can buy everything from a cup of fresh coffee to sip while walking the aisles, passing by flowers and prescription drugs. But far from places of discretionary spending, COVID-19 made it clear that these stores, and this sector more broadly, are vital to households across Zambia – a trend that was even more evident in markets that imposed full and mandatory closures.

The pandemic has introduced new challenges for the many players in the retail sector in Zambia, from day-to-day store operations to supply chain management requiring meticulous planning and implementation to protect suppliers, employees and customers. As this happened, awareness and adoption of digitally driven grocery shopping experiences, especially from a payment perspective, was steadily increasing.

Consumer payments and the COVID-19 pandemic

According to Business Insider, The Payments Forecast Book 2019: Global Payments, by 2024, global consumers are expected to make 1.1 trillion non-cash payments when they purchase goods and services using a mix of mobile, online and connected devices.

Over the past two years, COVID-19 has not only energized payment trends that were already underway, but also changed major facets of the consumer experience. The way customers buy and pay has changed rapidly since before 2018. Additionally, their expectations of how they should pay have changed. For those retailers embracing this shift, this shift in consumer expectations is an opportunity to create more valuable and lasting consumer relationships.

Compared to cash, a digital payment processed and managed only by a customer is a much more hygienic face-to-face payment method.

It goes without saying that the need for hygiene transcends the upstream checkout lanes to floral, pharmacy and customer experience departments. Enabling contactless and digital first payment options in these high contact areas helps protect employees and customers, in addition to providing them with a superior payment experience. Looking at all merchants, in 2020 our data shows an increase in the use of digital payments as consumers seek to limit the use of cash. For example, according to data released by the Bank of Zambia (BoZ) in June 2020, the number of mobile money subscribers increased by 38% compared to March 2020 and active mobile accounts increased by 30%. The value of mobile money transactions also increased by 16%. These data are indicative of the increase in the diverse use of mobile money as a means of payment for goods.

As an example, Tingg was created by Cellulant for this specific purpose: to provide a unique digital payment platform to meet the complex payment needs of businesses. The solution has already enabled companies such as Ross Breeders, Real Meat, Chicken Inn / Pizza Inn / Creamy Inn, Lake Harvest and many other high volume businesses to accept mobile money payments and create a safe environment. , secure and transparent. experience for their clients.

At Cellulant, we firmly believe that retail merchants who embrace digital payment solutions that enable simple and rewarding customer experiences – from purchase to payment – will realize and maintain a digital competitive advantage.

Digital payments provide a convenient and secure way for customers to pay. For businesses large and small, they reduce the risk associated with managing cash, manage customer queues, provide the opportunity to expand their customer base, and potentially improve revenue and profitability. Providing digital payment options will serve as a competitive advantage for businesses that want to win in this new reality.

Distributed by APO Group on behalf of Cellulant.

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