Digital payment options are available to independents. They just have to make sure that their solution providers offer it, or are vigorously working to make it available. Little can replace good personal customer service, and independent owners are in a position to do a better job of training and of delivering the message to their staff more effectively than their chain counterparts.

You lost me … and lost credibility when it was stated, “The study found that technical glitches are fairly common.” Shiny objects that don’t work reliably are hardly going to punish independents. Having the ability to pay a restaurant check when I’m ready on my own phone or tablet when servers’ hours are being cut repeatedly leading to long wait times — excellent. I don’t see the issue being the same in a brick-and-mortar store. That’s not to say they shouldn’t be looking at these options but they are not as posited table stakes, especially when they are not reliable.

Let’s not forget that much of mobile POS and simplified payment options were driven by the independents when the technology first launched. iPad POS software and options like Square started with the small guys and helped to set customer expectations. Sure, things like digital signage or video analytics might be more expensive to roll out but plenty of lower-cost options exist for independents. They can use these options to remain nimble and “test and learn,” since they are not concerned with legacy IT or large-scale rollout.

I feel like it’s the opposite, that smaller retailers have the advantage in this area. I’ll take both of course (see also: the Starbucks app and associates) but when push comes to shove, a great associate beats button pushing every time in my book.

This is a non-issue, when comparing customer service, and offering technology to customers. Direct customer service is what consumers crave and business thrives on. Consumers want personal interaction not technological options. Other than basic connectivity, consumers enjoy being helped, not finding help, and this is the key to successful retail.

It seems to me that personalized service is the one trump card smaller retail has to its advantage. I don’t think that will ever change. However, when technology is merged very effectively (and working) into the in-store/in-restaurant experience of customers, it is perceived as a message to the customer that the business cares about improving their experience and receiving input from the customer’s point of view. Amen to Bob Phibbs’s comment, “When I am ready to pay my check …” — be sure to read his post.

Consumers are not very tolerant of inefficient processes or anything that creates friction in their shopping experience. That said, I do think they will cut some slack for small business operators, as they understand that they don’t have the same level of financial resources or IT staff as large chains. For independent and small regional chain retailers it is helpful to choose technology from a vendor that provides a one-stop shop for hardware, software and support. Also, leveraging cloud-based applications for almost everything is a smart approach. IT is not a core competency for retailers — but it is a necessity. A cloud approach enables retailers to significantly reduce infrastructure, improve security and increase operational effectiveness. Given the move to the cloud and a growing preference by retailers for utility-based, as-a-service solutions, we see the next step in this evolution as “IT-as-a-Service.” This is a real opportunity for retailers with a one-stop-service for all their IT needs — hardware, infrastructure, applications, implementation and maintenance services. At the store level, moving to the cloud creates a… Read more »

I’ll continue to believe the primary shopping and buying drivers are…brand(s), product, staff, tech. If the whole experience is tech-enabled, all the better. But if it’s not tech-enabled, small stores and big stores alike can still compete based on the first three criteria.

I often visit a mall where there is an Apple store almost directly across the aisle from a Microsoft store. Both are as tech-enabled as you can get. The Apple store is always jammed. The Microsoft store is always crickets. In China they are seriously tech-enabled with WeChat and AliPay. In a little over a year I think the only credit card I ever saw emerge from a wallet was my own. It’s a very level playing field when it comes to tech-enabled retail. So it comes immediately back to brand, product and staff. Brand plus product rule. Staff can rule or at least differentiate. Tech is a short-term advantage for some until it becomes a level playing field.

I don’t view this as an either/or between technology and personal experience.

In a fast food or casual restaurant, speed and efficiency are often critical. Technology helps to address this and therefore improves the experience for customers. However other things, such as needing advice or recommendations, are still more the province of personal service and human interaction.

As for small retailers being at a disadvantage — I don’t buy it. Almost every good niche coffee shop and retail chain I visit use platforms like Square for payment and ordering. It’s super efficient and better than the registers of most larger retailers.

Not relying on technology is where independent retailers will win every time.

Handheld checkout and free Wi-Fi aside, there is nothing better than one-on-one interaction and personal service from a store associate. Smart indies use technology as a tool to enhance service, not to replace it.

Often settlers get the land, and pioneers get the arrows. Independent retailers have the benefit of seeing what’s been trialed (often at the highest investment cost) and what’s failed, and what ultimately gets consumer traction. They then have the opportunity to invest at a lower premiums. There are so many of these technologies from payments to e-commerce that have been democratized with very low costs and barriers to entry.

It’s an increasingly younger consumer with nearly half of the workforce being in Gen Y and Z in the next few years. That means a digitally-native consumer where in-store technology is just a brick in the wall. One that must marry to the rest of the retailer’s presence offline and online.

The cost of different systems are coming down low enough that even the smaller independent stores and restaurants can afford them. Furthermore, the smaller independents have an opportunity to create a local or boutique experience that the big ones can’t always replicate. That’s worth something. Combine that with amazing service and involvement with the local community and customers will endear themselves to the local and small independents.