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Since August 1, 2023, a new regulation aimed at reducing massive waste has come into effect, ending the systematic printing of receipts. This change involves new rules to be followed, particularly concerning the collection and consent of customer data. What exactly does this entail, and what solutions are available for merchants? Let’s break it down together.

Which Receipts Are Affected by the Systematic Printing Ban?

According to Article L. 541-15-10, IV, 1° of the Environmental Code, the receipts targeted by the ban on systematic printing and distribution are as follows:

– Cash register receipts
– Card payment receipts
– Receipts produced by vending machines
– Vouchers and promotional or discount tickets

What Are the Obligations for Merchants?

Providing Choice

Merchants are now obligated to offer multiple options to their customers regarding receipts:

– No receipt : Customers can choose not to receive a receipt at all.
– Paper receipt : If the customer wishes, they can still request a paper receipt.
– Digital receipts : Merchants must offer the possibility of sending the receipt electronically, for example via email or SMS.

If your customer chooses the third option, be aware that you are subject to strict obligations regarding the protection of personal data, which we will discuss later.

The Issues of Dematerializing Receipts for Personal Data Protection

The dematerialization of receipts can lead to additional processing of personal data, particularly to enable the receipt to be sent by SMS or email. This therefore involves the collection and storage of information such as consumers’ phone numbers and email addresses.

It is in this context that the CNIL ensures that dematerialization practices comply with data protection principles and consumer rights.

What Is the Role of the CNIL?

The Commission Nationale de l’Informatique et des Libertés (CNIL) is the French regulator of personal data. It supports private and public entities in implementing their compliance with personal data protection.

The CNIL receives and handles complaints from individuals and has control powers, whether on-site or online. It can require an entity to regularize its processing through a formal notice or impose sanctions, such as fines.

Dematerialized Receipt: Rules to Follow According to the CNIL

Informing Customers About the Use of Their Data

Merchants must inform their customers clearly and transparently about the use of their personal data. This can be done in two ways:

– Brief information at the checkout : Display a brief explanation at the checkout so that customers are immediately informed.
– Providing access to complete information via QR code**: In addition to this first level of information, a QR code can be provided that customers can scan to access detailed and comprehensive information on how their data is processed.

Limiting Data Collection

If the merchant decides to send the receipt in a digital format, they should favor solutions that limit as much as possible the collection of personal data, or even avoid it altogether.

For example, retrieving the receipt via scanning a QR code only requires the collection of essential data to establish the connection.

The CNIL even encourages the development of these techniques and recommends using this approach.

However, if personal data is collected, it is essential that it is adequate, relevant, and limited to the predefined objectives.

Limiting Data Retention Periods

The retention period of personal data must be determined in light of the purposes of processing and any applicable legal obligations. Generally, laws do not specify a specific retention period. Therefore, the data controller must determine this retention period.

There are different data lifecycle stages to be aware of:

– Active database retention: Data is retained and accessible to respond to the processing purpose in the context of current and immediate use.
– Intermediate archiving: When data is no longer necessary for the processing purpose, it can be stored and made accessible only for generally administrative needs (litigation, accounting, fraud…).
– Final archiving: Data is retained long-term for legal or historical reasons but is no longer used in current operational processes.

To assist you, the CNIL has developed a practical guide on retention periods.

Securing Data Access

It is essential to ensure data security by implementing robust protection measures to ensure their integrity, availability, and confidentiality.

Moreover, it is crucial to avoid their disclosure to unauthorized third parties by ensuring that the data is only accessible to authorized individuals.

Facilitating the Right to Object to the Reuse of Contact Data

If contact data is collected during the issuance of a digital receipt, subscribing to commercial communications must not be automatic.

It is important to allow customers to give their consent or easily object to the reuse of their contact data, especially for sending commercial communications about their products/services. Merchants must offer clear and accessible means for exercising this right, such as opt-out options during data collection or unsubscribe links in commercial communications.

This ensures that customers can control the use of their personal data.

📌 Note that sharing personal data with commercial partners is always subject to the customer’s consent.

Neostore as a Solution for Complying with Data Protection Rules in Stores

Neostore allows the dematerialization of receipts directly into customers’ wallets. The solution offers the possibility of creating a customer account without collecting personal data. Then, it can be added to their wallet to find all their receipts. The customer then receives a notification indicating that their receipt has been added to their wallet. Perfect for easily tracking their purchases !

Moreover, Neostore integrates with various point-of-sale software, including:

– Cegid
– YOS
– Yocauda
– Bilieve

Limit Personal Data Processing Without Losing Contact with Your Customers**

Neostore offers an innovative platform using technologies that minimize personal data processing without losing contact with customers.

The platform allows the customer to simply present a unique and confidential code via their wallet to identify themselves at checkout, without having to share personal data.

As a bonus, customers can sign up and log in using the “Apple Sign-in” feature with the “Hide My Email” option, ensuring additional protection.

Keep Control of Your Storage

Neostore does not store customer data but transmits it directly into the merchant’s system or CRM tool (Cegid Retail, Salesforce, etc.). This approach allows control over data storage and limits duplication.

Minimize Personal Data Processing

The tool allows merchants to collect only the necessary data to achieve their objectives without imposing specific data collection.

Easily Collect Customer Consent

The platform facilitates the collection of customer consent through opt-in checkboxes and relevant information notices. The information necessary to comply with privacy regulations is provided transparently, with an information model available for merchants.

It also facilitates the exercise of customers’ rights over their personal data (modification, deletion, objection, etc.) directly in the wallets.

Managing tickets at the entry of events poses a significant challenge for many organizers. Integrating e-tickets into mobile wallets offers serious advantages to ensure a smooth and hassle-free experience for attendees. Discover in this article how easily this technology will integrate into your strategy. Enjoy reading!

Which sectors are involved ?

The concerned sectors are diverse and include institutions that attract large crowds or require secure and efficient ticket management. These include:

– Museums
– Amusement parks
– Festivals
– Concerts and shows
– Theaters
– Sporting events
– Cinemas
– Conferences and professional exhibitions
– Zoos and aquariums
– Clubs and bars
– Historical sites and monuments

Challenges in Entry Management

Managing entries for high-influence venues is no small feat. It requires precise coordination to ensure a smooth and efficient experience.

To achieve this, several parameters must be taken into account:

– Incorporating technological solutions to facilitate the sale, distribution, and management of tickets
– Modernizing entry points for better connectivity
– Securing access by ensuring that only holders of valid tickets can enter the event
– Making the purchase and use of tickets as intuitive and enjoyable as possible
– Offering flexible options to accommodate unforeseen customer needs (refunds and exchanges)
– Protecting participants’ personal information, in accordance with current regulations

The Advantage of Dematerializing Entry Tickets

Increasingly, consumers prefer digitized tickets due to the ease of use they provide. To ensure an impeccable customer experience and thus sustain your business, it is important to adapt to this new trend. Discover the reasons:

Reduces Printing Costs

Switching to digital tickets entirely eliminates the need to print physical tickets. This results in significant savings on costs related to the purchase of paper, ink, and other printing supplies!

Tickets are sent instantly by email or directly to users’ smartphones via dedicated apps, eliminating postage fees and the need for staff to manage physical distribution.

Improves Security

E-tickets are securely stored on participants’ mobile devices, greatly reducing the risks of loss or theft.

They also incorporate advanced security features that cannot be easily replicated, such as unique QR codes or barcodes.

Perfect for ensuring a safer experience for both participants and organizers!

Speeds Up Ticket Verification

Nothing is worse than endless queues! Almost instantaneously verify digital tickets simply by scanning the QR code or barcode. This solution is particularly welcome at large gatherings!

Better Accessibility of Tickets

Gone are the days of desperately searching for your ticket at the bottom of a bag, only to find it sometimes folded or, worse, torn! Customers can purchase and store their digital ticket from anywhere and at any time via their mobile phone. An incredibly practical solution!

Reduces Environmental Impact

By reducing paper printing, you decrease your environmental footprint. Elementary, my dear Watson! The icing on the cake is that you improve your image among an increasingly environmentally conscious public.

Data Collection

Digital tickets allow for the collection of detailed information about participants during purchase or registration:

– Preferences
– Demographic data
– Participation history
– Etc.

This data enables organizers to tailor communications and offers for each participant, thus enhancing their experience.

However, all data collection and analysis must comply with privacy and data security laws!

Flexibility

Digital ticketing systems allow users to easily modify their tickets via an online platform or mobile app.

Whether it’s a change of date, seat, or ticket category, these adjustments can be made in just a few clicks.

Users can also cancel their tickets directly and receive refunds or credits according to the event’s policies.

A time saver for staff and a guaranteed customer satisfaction!

What are the solutions to ticket dematerialization?

Dematerialized PDF

Tickets in PDF format can be easily downloaded from an email or a web page. This accessibility allows users to save them on their devices and print them if necessary.

The downside is that it can be challenging to manage PDF files on mobile devices, especially if the user needs to navigate between different applications.

Another drawback is the difficulty in correctly zooming in on ticket details, particularly the QR code. Additionally, the often insufficient brightness of mobile screens can also complicate the reading of information.

Native Mobile Application

Native apps offer a variety of features that enhance the user experience:

– Resale management
– Ticket security
– Dynamic QR codes (change with each opening or transaction, making duplication or forgery extremely difficult)

The problem is that customers must download an app and create an account, which can be seen as a barrier, especially if the user interface is not intuitive.

Integrating NFC can also be complex due to restrictions imposed by some smartphone manufacturers, such as Apple, and technical challenges for developers.

Not to forget, the initial cost of developing a native app, as well as ongoing costs for updates and maintenance, can be high!

Mobile Wallet

Participants can add tickets directly

to their wallet via a link sent by email, directly on the ticketing site, or by scanning a QR code at the event entrance.

This way, they can keep them organized in one place, accessible at any time from their smartphone.

However, integrating mobile wallets with existing ticketing systems can present challenges, as it often requires technical adjustments to ensure compatibility between different platforms.

What are the features related to digital ticketing?

The features have evolved to significantly improve the user experience and event management. Notably:

Ticket Customization

Ticketing publishers have developed specialized templates that clearly display essential information on the ticket (seating, start and end dates, venues, and other relevant details).

Automatic Reminders

Ticketing systems can send automatic reminders to participants on the day of the event or a few hours before (last-minute information, navigation tips, or weather alerts).

NFC and Dynamic QR Codes

Securing access to events is facilitated by using technologies such as NFC (Near Field Communication) and rotating QR codes that change periodically to prevent duplication. The result is a quick and secure verification, while reducing the risk of fraud.

Link to Digital Wallets

Tickets can be easily integrated into digital wallet applications like Google Wallet, allowing users to store, manage, and access their tickets from their smartphone.

Semantic Tags and Phone Controls

Some advanced features enable the phone to automatically go on silent mode during the event and may also include other context-based automations.

The Role of Mobile Wallets in Managing E-tickets

Mobile wallets, also known as electronic wallets or e-wallets, are native apps designed to store and manage various types of digital information:

– Loyalty cards;
– Special offers and coupons;
– Event and transport tickets;
– Gift cards;
– Boarding passes;
– Promotional messages and notifications;
– etc.

Just one click adds the card from anywhere. Whether it’s from a dedicated email, on the website, or directly at the brand’s point of sale.

Benefits for users using mobile wallets for events

Centralization

A true single platform, mobile wallets allow you to store and manage all e-tickets.

Instead of juggling between different emails or apps, users can access their tickets from a single interface.

With this centralization, it’s easy to check ticket details, including:

– Dates;
– Times;
– Venue information;

All while having the ability to modify, cancel, or transfer tickets directly from their phone.

A definite advantage for participants as well as for organizers who greatly simplify interactions!

Ease of Use

The customer journey unfolds in 3 steps:

1. First, the customer purchases their ticket online or at a physical point of sale.
2. Then, they download their ticket (with one click or via a QR code at a physical ticketing location).
3. Once at the venue, they present their ticket at the event entrance (QR code/NFC) to the access control.

Improvements in Customer Data Security

Mobile wallets offer enhanced security for the confidentiality and security of personal and transactional information.

This is the case with Neostore, which has implemented specific features to help comply with enforced regulations (GDPR, CCPA, LGPD, etc.).

Multi-language Support

Whether it’s at museums, sporting events, or concerts and festivals, visitors often come from all over the world!

By providing multiple languages, mobile wallets become accessible to a larger number of people, which strengthens inclusivity and welcomes international participants.

An important feature to reduce the risk of misunderstandings or errors in understanding the instructions!

Case Study: Radio France Uses Mobile Wallets for Its Ticketing

Radio France, a leading cultural institution, welcomes 200,000 spectators each year to concerts and events organized at the Maison de la Radio et de la Musique. Until very recently, a third of the tickets were still printed.

To address this, it partnered with the Neostore platform to integrate digital tickets into the spectators’ mobile wallets.

From the first day of deployment, more than 35% of the tickets were digitized in the mobile wallets!

As a result, consumers now benefit from smooth and rapid access to events, directly from their mobile phones, while ensuring maximum ticket security.

Conclusion

Ticketing presents multiple challenges that require innovative solutions for efficient and secure entry management.

The digitization of tickets thus presents itself as a solution to modernize access to events:

– Reduced costs
– Increased security
– Improved participant experience

In this context, mobile wallets play a pivotal role in managing e-tickets.

They strengthen participants’ engagement by offering them an enriched and seamless experience thanks to the centralization of tickets directly on smartphones.

An undeniable asset to remain competitive in an evolving market!

The luxury market no longer just sells exceptional products; it aims to provide an ultra-personalized customer experience to meet the needs of an increasingly well-informed and demanding clientele.

To enhance customer loyalty, the luxury retail sector must carefully navigate the realm of data collection and usage. This article explores the challenges faced, particularly regarding international data protection regulations, and the innovative solutions that enable luxury brands to turn data into enriching, privacy-respectful customer experiences. 

 Overview of the Luxury Market and Its Specifics 

 Global Growth

In 2023, the luxury industry achieved sales of 1.5 trillion euros, marking a growth of 8 to 10% compared to 2022—a new record demonstrating its resilience in an increasingly challenging environment. 

The luxury goods segment, which includes fashion, leather goods, jewelry, watches, and beauty, grew by only 4%. However, this slow yet sustainable growth is expected to continue until 2030, with a steady growth rate of 5 to 7% per year, according to experts from Bain & Company. 

Chinese buyers have played a significant role in this growth. In 2021 and 2022, they accounted for between 17% and 21% of the global luxury personal goods market. This figure is expected to reach 40% by 2030. 

Geographically, each region is progressing, except for the Americas, which saw an 8% decline, despite being the largest luxury market alongside Europe. This significant decrease is due to macroeconomic uncertainties and a decline in aspirational consumers. However, a recovery in the North American market is expected from the second half of 2024. 

Asia, on the other hand, is experiencing strong growth, led by Japan with a 17% increase. China’s sales grew by 9%, less than expected, while South Korea declined and Southeast Asia saw very strong local demand, especially in countries like Thailand. 

Europe’s luxury goods market grew by 7%, a modest increase that still surpassed 2019 values, thanks to tourist purchases and an increase in average spending. 

  The Importance of Customer Experience in This Sector

Offering quality luxury products is no longer sufficient to satisfy increasingly demanding customers. Today’s consumers are highly solicited and feel they have already experienced everything. It is crucial for brands to differentiate themselves and maintain novelty to create a unique and memorable connection with customers. 

With an optimized customer experience, you can: 

 – Enhance loyalty and trust 

– Increase brand awareness 

– Encourage customers to become brand ambassadors 

 A good customer experience is characterized by ease of access, comfort, consistency, and hospitality. Thus, a customer-centric approach where humans are at the heart of the concerns is adopted. As a result, extreme personalization is becoming the strategy par excellence for offering a unique experience. 

  The Importance of Hyperpersonalization and Data Collection

Hyperpersonalization is a marketing strategy that involves tailoring offers, messages, and experiences to consumers based on their preferences, behaviors, and individual data. 

As a result, brands can create exclusive and unique offers, enhancing the feeling of exclusivity and prestige. This strategy is formidable, as 91% of consumers are more likely to shop with brands that offer personalized offers and recommendations, according to a study by Accenture. 

A deep understanding of your customers is essential to personalize the experience best. This is where customer data comes into play! By collecting the most relevant information, you can offer a five-star service. 

Challenges of Collecting and Using Premium Customer Data In-Store

Generally, the collection and use of sensitive data is no small feat. Between confidentiality and customer consent, the collection can be tedious to implement. This is even more true in the luxury sector, where discretion and demand are paramount. 

Clienteling Optimization 

Your customers are primarily looking for a unique experience where a close relationship is established with sales advisors. This is the whole interest of clienteling! This strategy consists of actively retaining the consumer by maintaining continuous contact with them. 

 Creating a customer account is essential! It will keep all your clients’ key information, including: 

  – Personal information (name, email, phone, address) 

– Their preferences (favorite product categories and brands, sizes or measurements for clothing) 

– Purchase history (including date and place of purchase) 

– Loyalty program (status in the program and points accumulated) 

– Preferred payment method 

– Personalized services (appointments with a stylist, etc.) 

– Shipping information and methods (a third party may receive the products) 

By using previously collected data, salespeople can greet customers by name and know their product preferences, offering personalized recommendations based on their specific needs. 

Note that creating a customer account is particularly essential for expensive purchases. By keeping their purchase history, you facilitate order tracking, exchanges, or refunds and can also help maintain a record of their own collection. This is an interesting asset to ensure a relationship of trust with your client. 

However, be careful not to collect data too detailed . Only collect relevant data! 

Operational Management of Data Capture in Stores

However, creating a customer file presents difficulties in its implementation. Indeed, the time to enter customer information can impact the in-store experience. Just like the difficulty of exchanging with a predominantly international clientele. Hence the importance of being multilingual! 

The staff must also be trained on the collection and use of customer data. Each country has its regulations in terms of legal notices, consent, and compliance. Any violation can lead to financial penalties and damage to the company’s reputation. 

 This training not only ensures compliance with current laws and regulations but also protects customers’ privacy. By understanding the specific requirements of each jurisdiction, staff can better adapt to compliant practices that promote trust and transparency in your interactions with clients. 

Data Sensitivity and Privacy

One of the specifics of a luxury clientele is the need for discretion. They often expect a high level of confidentiality because of their status (VIP/famous) or the costly nature of their purchases. If their personal information is compromised, they face risks to their privacy, such as phishing attempts or identity theft. 

Consequently, this type of clientele may be reluctant to give their personal information aloud directly at the checkout. 

Management of VAT Refund and Duty-Free in Stores 

Some merchants, particularly luxury brands, practice VAT refunds, allowing clients residing outside the European Union to benefit from a VAT exemption on their purchases. 

To be eligible, the traveler must be:  

– Aged 16 years or older 

– Staying in France for less than 6 months 

– A usual resident in a non-EU state or a third state 

The purchase must be retail merchandise, of a tourist and non-commercial nature. The total amount of purchases including tax must exceed €100, and they must have been made in the same store on the same day. 

To obtain this exemption, there are two possibilities: 

– Either the seller grants the VAT refund directly at the time of purchase, the sale being then made without tax (HT) 

– Or the sale is made including tax (TTC), and the VAT is refunded when leaving the European Union. In this case, the merchant must provide an export sales form with a barcode, which must be validated at the time of departure. 

But before anything else, the merchant must ensure that the customer is indeed eligible. To do this, they must collect sensitive information such as the address, age, and passport number of the client. These sensitive data are often communicated reluctantly aloud because of their confidential nature. 

Solutions to Meet These Challenges in Luxury Retail

Extension of Customer Base for Better Identification in Stores 

You probably already have a customer registration tool in your luxury stores and still want to optimize data collection. Client base extensions significantly improve the customer experience and optimize sales operations. 

The Neostore extension integrates with existing CRM tools: 

– Cegid 

– Salesforce 

– Tulip 

– Proximity insight 

– Balink 

– Etc. 

NeoStore’s registration forms are designed to offer a smooth and personalized experience for managing various scenarios such as registration, identification, enrichment, and consent management. 

The icing on the cake, the registration forms are multilingual and adapt to each client, especially for those who wish to obtain a VAT exemption on their purchase in-store. 

The form provided will collect all the essential information for verifying eligibility for the VAT refund, including the client’s passport number. 

With a simple and intuitive information filling process, your sales advisors save time in handling customers. 

No more filling out lengthy paper forms! Customers can access their registration form simply by scanning a unique and secure QR code on their own mobile device. Perfect for preventing unauthorized access and protecting the privacy of customers’ personal data. 

 📌 Note: Neostore does not require the addition of a new app for salespeople, but integrates easily as an extension to the existing clienteling apps. 

As a result, the data collected via the registration forms can be immediately integrated into the store’s customer relationship management (CRM) system, facilitating real-time updating of client profiles. The risk of manual entry errors is significantly reduced, ensuring more accurate and reliable data collection. 

As a result, brands using Neostore to delegate client base registration have significantly improved the quality of their data, with a 20 to 40% increase in usable data. Just like the fact that brands base up to 98% of their clients via QR code. A serious competitive advantage! 

💡Tip: Do you want to register a client, but they are in a hurry? Send a Neostore link via Whatsapp, inviting them to create their account later. This is also an excellent way to develop social selling in-store! 

 Strengthening Data Protection and Consent

The implementation of client base extension tools such as Neostore offers serious advantages in terms of personal data protection. These systems are often designed to integrate the latest legal requirements, thus reducing the risk of non-compliance and potential penalties. 

They also allow for effective management of client consents, ensuring that data is used only for purposes explicitly approved by the client. 

This strengthens clients’ trust and ensures compliance with privacy protection laws. 

Conclusion

To stand out in the highly competitive luxury sector, it is crucial to offer exceptional client experiences. Hyperpersonalization should be at the heart of your strategy, with a human-centered approach to interactions.

It requires a thorough collection of various types of data to provide services and products tailored to each individual. However, data collection must be carried out in a way that does not compromise the confidentiality and comfort of clients. 

For this purpose, client base extension tools integrate with existing CRM tools to facilitate and secure the registration of information via multilingual forms, accessible by QR code or unique code. As a result, data protection and client consent are strengthened. 

An undeniable asset to improve the client experience and maintain your competitiveness in the global luxury market! 

2 Keep control on your data storage and limit the duplication of data

• Neostore does not store data provided by your customers via your Neostore layout. After being collected, such data is directly stored into your system/CRM tool (Cegid Retail, Salesforce…).
• If a regulation requiring local storage in a specific country (Russia, China…) applies to you, a storage directly to your local servers could be considered.

3 Minimise the processing of personal data and collect data you really need about your customers of data

• Into your Neostore layout, you can collect data from your customers you really need regarding your purpose(s) and then, minimise data to build trust with them. Neostore does not impose to collect specific data from your customers.
• Data minimisation is one of principles relating to processing of personal data in several regulations in the world.

4 Build trust with your customer: Collection of consent and provide transparent information

• Thanks to a trusting environment, customers are more inclined to provide their data to brands. Then, the quality of your data and your customer experience will improve.
• According to its « Zero party data » vision, Neostore helps you to collect consent of your customers:
• Into your Neostore layout, you can implement one or more consent check box (« Opt-in ») with a relevant information notice regarding the purpose.
• For example: To comply with the CCPA, you can add a « Do not sell my personal information » checkbox.
• This consent could be logged into your CRM tool if such storage is possible.
• You can provide to your customers all needed information to comply with transparency information requirement in application of privacy regulations. Such information could be provided with a first layer of information and a link to your complete privacy policy.
• A GDPR information template could be shared with you.
• This feature could also be used as evidence of implementation of a « freely given, specific, informed and unambiguous » consent as required by GDPR.

5 Keep your Consent Management Platform (CMP) for your cookies policy 

• If Neostore encourages to stop using third-party data, you can also implement into your Neostore layout your own CMP.

6 Help your customer to exercise their rights regarding their personal data

• The platform could be used to encourage customers to exercise their rights (modification, deletion, opposition…) directly from it.

You have any question about Privacy issues? Neostore could help you, do not hesitate to contact us.

If you want to use layout from your own e-commerce website to build up your GDPR compliance, you can also use our API.

Increasingly favored by consumers, the mobile wallet is at the heart of our interactions with the physical world, such as in stores, transportation, and leisure activities.

These mobile apps offer new and highly useful services that simplify our daily lives. They are shaping the commerce of tomorrow. The commercial environment is becoming more connected, more transparent, more secure, and even more unified! In-store experiences will be in harmony with their clientele.

For brands and retailers, e-wallets offer a new privileged channel of engagement. Indeed, these applications complement an existing mobile strategy. Moreover, they open new perspectives for brands eager to forge stronger connections with their customers without having to develop a mobile app.

Origins of the Mobile Wallet

Major American firms Google and Apple entered the mobile wallet market in the early 2010s:

• In 2011, Google launched Google Wallet.
• In 2012, Apple introduced Passbook.

These mobile solutions allow users to consolidate their tickets, movie passes, reservations, and loyalty cards within a single application. From the outset, the promise was significant. However, the ecosystem was not yet fully prepared…

What is a Mobile Wallet App?

Mobile wallet apps, also known as e-wallets, aim to digitize our old-fashioned wallets. Based on this principle, your e-wallet includes:

• Your credit and payment cards;
• Your loyalty cards;
• Gift cards, etc.

But there’s more to it. Indeed, numerous derived solutions exist. Thus, your mobile wallet may contain a plethora of other solutions:

• Reservations (airline/train tickets, concert tickets, vehicle rentals, etc.);
• Access badges (hotel rooms, companies, etc.);
• Keys (apartment, car, or house rentals, etc.).

Adoption of Mobile Wallet: Mobile Payments

Introduced in 2014, Apple Pay now boasts over 441 million users worldwide. In the United States, it is estimated that the number of new mobile wallet users will increase by about 6.5 million each year between 2021 and 2025.

In 2018, Google Pay was born from the merger between Android Pay and Google Wallet. Google Pay currently has about 100 million users, with growth accelerating rapidly.

Apple Wallet: New Uses in Our Daily Lives

In states such as Arizona, Connecticut, Georgia, and Iowa, residents can integrate their ID cards and driver’s licenses into Apple’s mobile wallet. This announcement was made by Apple in early September 2021. Arizona and Georgia will be the first states to offer this solution. Other states will follow very quickly.

Thanks to the rollout of iOS 15, Apple’s Wallet now allows unlocking access to some equipped buildings. Silverstein Properties announced that their employees’ access badges would be integrated into their Apple Wallets, via their iPhones or Apple Watches. More offices in New York, Philadelphia, and Los Angeles will be equipped in the coming months.

The hotel chain Hyatt has recently communicated about deploying this new technology to replace room keys in 6 of its American hotels.

The German firm BMW has developed BMW Digital Key. Up to 5 additional people can be associated with a vehicle equipped with the Digital Key solution.

All these new uses will undoubtedly strengthen the supremacy of major players and foster adoption by users in all areas, especially shopping.

The Global E-Wallet Market

The market leaders: Apple Wallet and Google Pay

In Europe, the Wallet solutions from Apple and Google Pay are the most used because they are the most well-known.

Recently renamed “CARTES” in France, Apple’s wallet application is available natively on iPhones, iPads, and Apple Watches. Meanwhile, Google Pay is not pre-installed on all Android devices. Thus, Google offers to download Google Pay.

Other Players in the Mobile Wallet

Many players offer functionalities similar to the e-wallet.

Worldwide, certain web and mobile applications integrate the functionalities of a wallet valid only within a brand network (Uniqlo, H&M, Nike, etc.).

In China, WeChat is expanding by offering loyalty “mini-programs.”

Mobile Wallet: The Players of Commerce & Loyalty

1. Generic Mobile Wallets Like Apple’s Wallet or Google Pay, these generic mobile wallet solutions allow the dematerialization and storage of several types of passes:
   • Credit cards;
   • Loyalty cards;
   • Membership cards;
   • Vehicle keys;
   • etc.
2. Proprietary Wallet Applications These applications developed by brands integrate wallet functionalities. However, they can be used only within the brand’s network, like Uniqlo, H&M, or Nike.
3. Loyalty Card Marketplace Apps These applications allow users to digitize and store their existing loyalty cards in a single app, like Stocard or Fidme.These loyalty card marketplaces fully control the customer relationship. In comparison, applications like Apple Wallet or Google Pay allow this management in a white-label fashion.

Passes at the Heart of the Mobile Wallet

What is a pass in the mobile wallet? The various dematerialized supports we can download and save in our mobile wallet apps are often called “passes.”

These passes can be downloaded by users in various ways:

• Via email;
• Via SMS;
• From a website or an app;
• By scanning a QR code;
• Thanks to an NFC tag located in a physical place.

Thanks to the mobile wallet, the physical world more easily interconnects with the digital universe, a realm we now all use daily. The primary advantage of these mobile wallet applications is to simplify the user experience.

With these technologies, users no longer need to search for their various cards. They are now accessible in real time and can update automatically.

Updating the Passes of the Mobile Wallet

It’s convenient! The information on the passes updates dynamically. It’s instantaneous and very useful for knowing in real-time the balance of a gift card, the number of points on a loyalty card, or the status of an order to be picked up in-store.

Push Notifications

To simplify the user journey, push notifications can be emitted on iOS device screens. The benefits of these notifications are multiple:

• Alerting to a new points balance;
• Warning the user that their voucher is about to expire;
• Reminding the user to use their loyalty card when they approach a checkout in a physical store.

As of this writing, Android has limited the sending of push notifications.

Passes and NFC

These passes can be easily identified by fixed and mobile payment systems, either by scanning a 1D or 2D code on the card or by using NFC technology.

NFC technology is increasingly deployed for its ease of use and its democratization through contactless payment.

Mobile Wallet: Opportunities in Commerce?

• Brands do not need to develop or maintain a native app.
• Replace physical supports in stores (loyalty cards, gift cards, vouchers, etc.).
• Simplify the omnichannel purchase journey for customers by offering them a pass linked to their click-and-collect order.
• Boost traffic in stores.
• Improve customer identification and knowledge.
• Enhance customer satisfaction.

The mobile wallet solution developed by Neostore allows for easy handling of this engagement channel.