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September 13, 2017 by Fred

Did Google Have a Better Choice Than to Partner with Walmart?

Short answer?  Probably No.

Let’s dig in.  Amazon is the 800lb gorilla in the e-commerce world.  They dropped the bomb of the Echo years before anyone could respond, and Google was the first at-bat with their Google Home.  However, both companies have very different pedigrees and therefore are tackling the same problem – how to command more of their consumer’s wallets and kitchens/living rooms – two very different ways.

Foundations Set the Tone and Challenges

The battle for consumer’s homes is in full force.  Amazon is now on their second version of their Echo in-home speaker, one with a screen, continues the push even more.  Google responded, finally, in the last year with their own speaker.  Both companies have been going head to head with features such as outbound phone calling, access to news and podcasts, and skills/actions galore.  However, the root of the why each company wants to be in your house has to do with their core services – e-commerce and search.

For Amazon, they’ve always been about e-commerce.  Whether it was becoming the marketplace that everyone compared prices to while in-store, to creating physical devices such as tablets and phones, it was always about content and purchasing that content.  The creation of Prime just solidified their presence as a dominant e-commerce vendor.  With the launch of the Echo and putting a direct ordering system in the kitchen of more than 11 million Echos according to Morgan Stanley at the beginning of 2017, it’s no wonder why everyone wants to catch up.

But Google’s history and money making are rooted in search and ads, not commerce.  For Google to make money with their in-home speaker, it needed to have a different approach and needed to go head to head with the e-commerce giant.  An uphill battle to say the least.  Google made some smart choices when it launched to play catch up to Amazon.  It didn’t focus on e-commerce out of the gate.  It focused on its strengths — organizing the world’s information and delivering it via voice.  Ask your Google Home anything related to information and it would beat out an Amazon Echo and Alexa the majority of the time.  But searches don’t’ make money.

 How Do You Beat a Giant?  You Partner With Others

I wrote earlier about my dissatisfaction with Google trying to beat Amazon when they moved their “list building” from Google Keep to Google Express.  While I knew Google had to figure out a way to make money, I didn’t think the time was right to move one of the key functions I found most valuable of the Google Home.  While my list couldn’t order and deliver goods to my door, I really just wanted the convenience of building my grocery list with my family.  It wasn’t until recently that I even tried to order some goods from Costco via Google Express.  The experience wasn’t as nice as I would have liked.  More on that later.

Then Google announced they were partnering with Walmart to take on Amazon.  Amazon had since acquired Whole Foods and again, everyone is fighting for the kitchen and the home.  At first, I will say I wasn’t thrilled.  Walmart?  Really?  Maybe it is personal preference on where I shop, but my initial reaction was why not Target?  It took me about a day and some conversations at work for me to realize it isn’t about any opinions or personal feelings I had about Walmart or shopping there in person because I wasn’t going to be “shopping” there in person.  It is about distribution, access to masses of goods, both grocery and textiles and electronics.  Google doesn’t have the logistics network that Amazon does.  Google doesn’t have the huge inventory of goods that Amazon does.  If Google was going to compete with Amazon at the e-commerce level, it couldn’t rely on all the niche stores in Google Express.  It needed the next best e-commerce retailer in their corner…and Walmart, is it.  Walmart needed Google because they couldn’t innovate fast enough and needed to get direct access to their Google Assistant.  Oops, did I just say Google Assistant vs. Google Home?  Yes, because that’s really what Walmart wanted access to.  The millions of devices that will have the Google Assistant on board which is not just Google Home, but Android devices.

It’s Game On

So it’s game on in the hunt for the voice-driven e-commerce world.  Digital assistants like Google Assistant and Alexa are going to go head-to-head for a long time.  Both Google and Amazon are taking hardware and software routes to get to the most consumers possible.  The reality is that Google is fighting an uphill battle as it relates to e-commerce.  The partnership with Walmart was a smart one.  Amazon is fighting an access battle.  While Google and the Google Assistant is not just in a Google Home, but third-party speakers and millions of cell phones, Amazon’s phone attempts have failed.  It is only with a recent partnership with Motorola that Alexa is getting baked into handsets with the MotoZ2.  It’s going to be an interesting next 18 months as the Walmart/Google relationship gets off the ground.  Did Google have a different choice of who to partner with?  Not really.  Currently, Amazon is #1 according to the National Retail Federation of top e-commerce websites.  Walmart is #4 and Target is #26.  Enough said.

April 12, 2017 by Fred

Google is Trying Too Hard to Beat Amazon Echo at Commerce

Google Home
Google Home (Photo Credit: Fred Faulkner)

The battle for the home personal assistant is in full force.  Amazon came out of left field with the release of Echo and the Alexa assistant over two years ago.  Since then, everyone from Google to Samsung to Apple to Microsoft has been scrambling to come up with their digital assistant or in-home connected speaker.  Each has their own strengths based on their originators background.  For the Echo, the core is about commerce.  It is what Amazon is best at and while there is content from Amazon Music, it is really about enabling more purchases on Amazon Prime.

Google, on the other hand, comes from a pedigree of search and ads.  Without a display, getting ads into the mix of Google Home will be a tricky topic.  We’ve already seen the feedback from when Beauty and the Beast was coming to theaters.  Commerce isn’t really a strong suit of Google’s, but it’s not stopping them from trying to monetize the in-home device.

For me and my wife, the best feature of Google Home is the ability to manage our shopping list.  We (and the kids) would add items to a shared Google Keep list and it really became a part of our weekly routine. Well, that’s about to change.  This week Google unexpectedly changed how shopping lists are managed with Google Home and shifted the lists out of Google Keep and into Google Express, Google’s commerce tool.  Needless to say…I, and many others, are not happy.  It’s not so much that Google wants to push Google Express on me.  I just think they did it in the wrong way.

First, just over a month ago, Google added commerce capabilities to Google Home.  Using Google payment options, you could enable shopping to Costco and Target.  While I set up my payment options, I never actually went through the exercise to set up products to be purchased, or re-supplied, through one or several of the partner companies.  Regardless, the feature of commerce existed.

Second, the collaboration of adding and managing our shopping list, a weekly routine for us, has now been disrupted.  We can no longer manage the list easily.  Google Express is a website for me to log into, and I have to go through what seems like more steps to even see my list by going through the Google Home app, into a slide out menu, to my shopping list, to then fire up a browser.  WHAT?!  Before it was as simple as open Google Keep, tap on my shopping list, which was my first list.  Easy.  So the user experience got worse…big time.

Third, how this was all communicated was horrible.  No transition period.  No, ‘hey, we are looking to change the experience and here’s why this benefits you.’  None of that.  Just switched this week without warning.  Poor customer experience.

Finally, I think Google is trying too hard to be like Amazon.  I know they think they need commerce to make this tool profitable for them because they know putting ads into Home will really piss people off.  And they are right.  However, I will say, I went with a Google Home over an Amazon Echo because shopping wasn’t the primary driver for me.  My primary driver was the Google ecosystem that my life was already committed to.

Google needs to play to its strengths on this one.  Be different.  Don’t try to copy everything Amazon does.  In fact, it is going to screw up the product if you do.  Play to your search pedigree.  Play to your strong ecosystem of mail, calendar, reminders, mobile, and more.  I’m happy to have Google Express integrated. I’m happy to shop through it even though I have Amazon Prime.  Frankly, I just don’t shop that way with Amazon.  I’m not sure I will with Google Express either.  Shopping is not the reason I bought a Google Home.   Ron Amadeo says it best from Ars Technica Op-Ed…they are ruining a good product to push a inferior service.

February 8, 2017 by Fred

Google Should Have Put Assistant into Messenger, Not Allo

Google AlloLast year Google released a pair of apps called Allo and Duo to address the messaging and video calling market. Many bemoaned yet another set of apps from Google instead of updating existing ones.  With competition from Facebook Messenger, WhatsApp (also owned by Facebook), and iMessage by Apple, why did Google need yet another app.  History of Google Hangouts and even their own Messenger app were not great.  The special sauce in Allo that wasn’t in any of their other apps was their new digital assistant called Google Assistant.

Challenges with Conversion from Other Apps

Even with over 10M downloads of Allo as of December 2016, adoption has been a challenge.  The first 5M of those was in the first five days.  The second 5M was in the following months.  The biggest issue is that if you want to really take advantage of it you need to have both parties using it.  Even if it is on iOS and Android.  When Allo first came out, I wondered how I would adopt it from using Google Hangouts for work and just plain Messenger for my phone.  Because even if I used Allo as my primary messaging app, my recipients of messages would see my phone as some odd combination of letters and numbers as my “identity” to them.  Let’s also just consider that older generations were not going to install a new app on their phone.  Younger generation was and is still into WhatsApp and SnapChat.   So we had non-starters right from the get go.

Missed Opportunity – Should Have Updated Messenger

So why didn’t Google just update Messenger, their default messaging app, to include Google Assistant?  I don’t know.  Maybe they needed/wanted a clean slate from a new codebase.  Maybe there was some shared infrastructure between Allo and Duo.  Regardless of the reason, it is a missed opportunity to update an existing app that had a large install base vs. requiring a new install.  While Facebook had some success with this by pulling Facebook Messenger out of the native Facebook App, they had wide adoption of using the feature already.  I know I held out downloading FB Messenger as a separate app.  Now that I have it, I only use it occasionally.  However, on a recent log in to communicate with a friend, a new Chatbot feature, “M” showed up and introduced itself to me.  And here is where things get interesting.

ChatBots in Messaging Apps

So I’m a fan of Google Assistant which is essentially a chatbot.  Especially since I have a Google Home already and I interact with Google Assistant every day at home.  It is not a native application yet on my MotoX Pure Edition.  You can only get Google Assistant on Pixel phones (soon to be others).  Regardless of how Google is going about rolling out Google Assistant, Facebook just updated an existing app that is installed on millions of devices.  Siri is already in all iPhones.  Cortana…well yeah, it’s around.  But Samsung is now introducing a digital assistant into their Galaxy phones with the Galaxy S8.  The point is this, whether you call it a digital assistant or a chatbot, they are coming and they are going to be the “new” thing for consumers.

Google, you’ve missed an opportunity.  I hope you can get it figured out.  Maybe you need the premium hardware of the newer phones to get Google Assistant more widely adopted.  Allo was a nice try, but it was dead out of the water by limiting its features.  You would have been better off updating an existing installed app to bring new features than making users download yet another app.  Here’s to hoping that the best part of Allo, Google Assistant, makes a bigger impact soon.

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