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San Francisco Bay Area Wi-Fi Professional Services

5 Challenges in Retail Wi-Fi

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In-store Wi-Fi connectivity is now an expectation from customers and associates. Associates rely on Wi-Fi to complete sales and search inventory supplies so they can provide the best customer service possible. Customers carry a mobile phone in their pocket and conduct their own research before making a purchase.

How can retail stores evolve in a highly competitive industry and leverage the best of both worlds, e-commerce and brick-and-mortar? In-store Wi-Fi must be leveraged for both business operations and customer service.

Download the FREE PDF resource: 5 Challenges in Retail Wi-Fi

1. Reliable Network For Associates and Customers

Improving business efficiency through the use of technology requires a reliable Wi-Fi network. Every store is different. The layout, point-of-entries, and the types of customers can drive different results. We do know coverage is needed throughout the entire store.

The biggest mistake is having an inadequate Wi-Fi design. Ignoring this critical step is designing for failure. With every store having different characteristics, a design is necessary for a successful deployment of Wi-Fi services.

With an excellent Wi-Fi design, associate efficiency increases. Associates can better assist customers by having information on-hand, such as knowing inventory information. Customer service is increased through technology advances within the store.

According to research conducted by ¹IHL, retail stores have claimed a 48% positive impact on customer loyalty when associates leverage Wi-Fi. This lead to a 3.4% increase in sales.

2. Retail Customer Analytics

Gaining a competitive edge in a mobile first world means standing out from the rest. Retail stores must be superior in service by understanding customer behavior.

Improving customer service means focusing on the right key metrics. Metrics such as peak customer time periods or where customers spend their time in the store. This type of information can be gathered from the Wi-Fi network.

Woman carrying a mobile phone in retail.

These metrics lead to further understanding of customer behavior. Take advantage of Wi-Fi infrastructure to get a big picture of traffic patterns. Which ingress and egress points in the store are customers walking through? End caps and featured products can be strategically placed.

How many customers are walking through the store and where do they dwell the most? Foot traffic can determine the popularity of the store along with the path they take within the store. Where do customers stop to look at products? This type of information can feed into marketing and sales efforts. Information which can be gathered because everyone has a Wi-Fi capable phone. The next step in leveraging highly valuable Wi-Fi metrics using personalized messaging.

Location-based services dashboard for retail.
Mist dashboard showing location-based services analytics.

3. Customer Engagement

Wi-Fi location-based services provide a way to increase customer engagement and improve customer loyalty. Customer frustration can be eliminated if an in-store app provided wayfinding directions to a product they’re looking for without ever needing to speak to an associate.

As the customer browses the store, Wi-Fi location-based services can customize in-store displays with messaging aimed towards products that customer may be interested in.

Proximity messaging and marketing can be very powerful. Leveraging location-based services and virtual Bluetooth Low Energy (vBLE) Beacons can enable the marketing and sales teams to guide very specific customers towards a sale. With virtual beacons using Mist solutions, there’s no need to deploy hundreds of battery powered devices.

4. Customer Loyalty

Wi-Fi can help retail stores find new meaningful ways to thrive. IHL conducted a survey and found Wi-Fi had a big impact on customer loyalty. 28% of retailers reported an increase in customer loyalty due to in-store Wi-Fi helping to increase sales by 2%.

Customers expect retail establishments to offer free Wi-Fi. There’s no doubt, customers are searching for competitive pricing or possibly using it Wi-Fi as an influencer of the store’s products. Social media has created a new wave of influencer marketing.

Retail companies are looking for ways to monetize a Wi-Fi installation which is the wrong approach. By offering free Wi-Fi to customers, direct them to download the store mobile app and collect their email address to tie a loyal customer to a mobile phone. A loyalty program can be used to send proximity messages for special in-store deals.

Women shopping with Retail Wi-Fi

5. Lean IT Staff

Planning and deploying a robust Wi-Fi infrastructure is no easy task. It requires a lot of planning and design. Having a solution that can scale is important for lean IT teams supporting hundreds of retail stores. Ease of management needs to be simple, straightforward, and flexible.

A retail Wi-Fi solution needs automation in both deployment and troubleshooting. IT cannot be the roadblock in rolling out multiple stores quickly. By automating the configuration and deployment, IT can begin focusing on other important matters.

Retail Wi-Fi root cause analysis using Mist.
Wi-Fi root cause analysis with Mist.

When it comes to troubleshooting, the Wi-Fi solution should be able to narrow down the issue to a potential root cause allowing IT to take action instantly. When the Wi-Fi solution performs event correlation and anomaly detection, it makes the lives of IT more easier. Issues within stores can be identified and resolved quickly. Service level expectations can be set and when the threshold is breached, IT can be made notified of the exact issue immediately. This eliminates wasted time in chasing false positives and false information.

Learn you can leverage Wi-Fi in your retail business with the Wi-Fi experts at Packet6.

¹https://www.earthlinkbusiness.com/_static/_files/_pdfs/Impact_of_Store_Networks_on_Customer_Experience.pdf
²https://www.prnewswire.com/news-releases/study-finds-28-of-retailers-report-increased-customer-loyalty-due-to-in-store-wifi-300019094.html

3 Quick Wi-Fi Tips for Small Businesses

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Having a mobile workforce is a must for a small business to maintain a competitive edge. According to a survey conducted by iGR, 75% of businesses say they consider free wireless access to be either “important” or “very important” to their business now.

Download the free PDF Checklist below

End users rely on Wi-Fi to help generate revenue for small businesses. It can be the sales team conducting webinars or demos over Zoom conferencing and they get dropped off Wi-Fi thus crippling the experience of the sales call.

With Wi-Fi being more vital to end user productivity or for enhancing the experience to your consumers, we outline 3 quick Wi-Fi tips for your small business.

  • Channel Configuration
  • Transmit Power Configuration
  • AP Placement

Channel Configuration

Small businesses experience a large number of Wi-Fi issues due to misconfiguration. Because Wi-Fi is easy to deploy, it is difficult to see what problems may crop up. The symptoms are visible through user complaints.

Meraki AP Channel configuration
Configuring a Meraki AP’s 5 GHz radio.

When there are multiple APs (APs) deployed in your business, it’s important to validate which channels they are operating on by inspecting the 2.4 GHz and 5 GHz frequencies of the Wi-Fi network management system. A common issue we see businesses run into is having too many APs operating on the same channel, limiting the capacity of the Wi-Fi network.

Minimize the amount of channel overlap by having APs operate on different non-overlapping channels. In 2.4 GHz, there are three non-overlapping channels – 1, 6, and 11. The 5 Ghz range has 24 non-overlapping channels.

The 5 GHz range provides more capacity and less congestion compared to the 2.4 GHz frequency. Migrating users to 5 GHz will result in a better user experience.

Perform a site survey of your area to identify which channels are being used, what the channel utilization looks like, and if there’s interference. The result will assist in creating a channel plan around the most utilized channels.

RF spectrum of 2.4 GHz
2.4 GHz spectrum

Channel widths should be configured to 20 MHz in the 2.4 GHz frequency due to the number of non-overlapping channels and capacity available. For 5 GHz, we recommend 20 MHz or 40 MHz. If there’s enough channels to available and the frequency looks clean without interference and other neighboring networks, then 40 MHz channel widths can be used.

Increasing channel widths can increase throughput but the drawback is increased noise floor which decreases signal-to-noise ratio (SNR). The SNR can indicate the signal quality of a device. It can be a major trade-off.

Lastly, it’s important to understand the capabilities of the devices utilizing the Wi-Fi network. Some are not capable of using larger channel widths, some only operate in 2.4 GHz, others do not support all 5 GHz channels, and device drivers are not created equal.

As with any critical network service, we recommend looking into a full design or consultation on your next Wi-Fi implementation.

Transmit Power Configuration

A big issue with small business Wi-Fi is the default settings of the AP. Typically, we see the transmit power of an AP’s radios set to maximum power. Higher power is not always better. This often leads to clients unable to select the best, nearby, AP.

Devices have different thresholds when it comes to selecting the best signal and it’s typically beyond -70 dBm. An AP radio transmitting it’s signal at max power can create a situation called “sticky clients”. A scenario where a user brings their mobile device to another location in the office but the device maintains its connectivity to the AP where it first connected. The user then joins an important web meeting and the quality of that meeting is severely degraded due to the poor signal quality. All the while there’s a closer AP with a better quality signal.

A higher transmit power on the AP radios also creates an issue with devices that are unable to send signal back to the AP. Devices have lesser radio capabilities than APs thus they don’t transmit data at the same power. The device can “hear” the AP just fine, but AP cannot “hear” (demodulate) the device’s signal.

Lower the transmit power to a reasonable amount without creating a coverage hole. There should be 10-20% coverage overlap between APs to help facilitate roaming between APs.

This type of fine tuning requires careful planning and a validation survey is used to ensure the requirements have been met.

AP Placement

Many Wi-Fi issues can be quickly resolved with better AP placement. Omnidirectional APs propagate signal in a 360 degree fashion. There is less signal propagation coming from the back of an AP if you take a look at hardware polarization charts.

Poorly mounted AP
AP mounted with metal

It’s important to mount the APs properly. Best practice is to mount them from the ceiling grid or, if you have to, on the wall.

Keep APs away from metal, hidden in the drop ceiling with the HVAC ducts, and other material that can alter the characteristics of the signal.

A thorough design process can predict where APs should be deployed by taking wall materials into consideration and other obstructions.

Conclusion

Wi-Fi is a mission critical service in today’s business landscape. Accessing resources needs to be seamless and fast for small businesses to gain a competitive advantage. These quick tips can help improve your Wi-Fi network in the short-term. For a deep look into lost productivity, Packet6 can be your trusted partner. If you’d like to get to doing what you do best and allow Wi-Fi Pros to manage your Wi-Fi, take a look at Managed Wi-Fi as a Service.

Cisco Select Partner Certification Achievement

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I am pleased to announce Packet6 is now a Cisco Select Partner. The Cisco Select Partner Certification strengthens our relationship with Cisco and our commitment to our clients. This enables us to provide an increased level of support and further enhances our ability to address the needs of our clients’ evolving challenges.

I am very proud of our team. We’re dedicated to bringing an exceptional level of service and delivering solutions for our clients’ success to transform their business.

This distinction recognizes Packet6’s commitment to being a partner to enterprise wireless LAN solutions in the United States. We are very excited to serve your Cisco wireless LAN needs.

– Rowell Dionicio

Ready to engage us in your next project? Let us know today.

6 Characteristics Of High Performing WLANs

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Wi-Fi networks were originally built with coverage in mind and access points were installed in rooms where it was known to need Wi-Fi. But as businesses began migrating from Ethernet to a complete Wi-Fi only infrastructure, this made Wi-Fi a mission critical service to business objectives.

In the bustling city of San Francisco, a tech-centric business relied on Wi-Fi for all operations, including accessing the cloud. Uploading and downloading traffic patterns began slowing down Wi-Fi. To help increase productivity and take advantage of the investment made into the WLAN infrastructure, we helped plan and design a WLAN where end users saw an increase in performance, reliability, and their experience increased dramatically.

We outline 6 characteristics of high performing WLANs which do away with frustrated end users and get the business back on track to productivity.

Wi-Fi Starts with Planning and Design

You give your finger a quick lick and put it up in the air. Then you turn to your installer and point to randomly selected areas of the ceiling and say, “Put a WAP here, one over there, and one right here and we should be good..” This is a recipe for disaster.

To deploy a high performing WLAN, in which your workforce heavily relies on, requires more than guess work. It requires a proper design which begins with gathering requirements. When it comes to upgrading the core network, Wi-Fi must be treated the same. Treat Wi-Fi as an extension of your wired network.

Design is the result of thorough planning. It requires understanding how the WLAN will be used, what devices will be utilizing the WLAN, how many devices, and what applications. This is not an exhaustive list of questions but it’s a good starting point. The end result of planning and design will be a WLAN built for a productive end user experience.

Packet6 can help with the planning and design of your next generation WLAN.

Planning upfront will lay the foundations to a WLAN designed to fit the business needs. A WLAN must be designed for a mobile workforce. The technical professional must have in-depth Wi-Fi knowledge and understand the knobs required to tune for the specific environment.

A high performing WLAN will be designed so that there are less trouble tickets. It will be designed on the capability of the devices utilizing the WLAN, the capacity needs of the environment, and for high density of devices.

Making Wi-Fi Reliable

Accessing information quickly and easily on any wireless device drives the mobile workforce. Wi-Fi is now the primary access. Businesses have been migrating from Ethernet to an all wireless infrastructure. That means the WLAN infrastructure must be reliable.

Redundancy builds a robust WLAN infrastructure to prevent major outages. It prevents loss of productivity and loss of potential revenue. Ensure the WLAN is built with good backend infrastructure.

A reliable WLAN must be capable of adapting to the radio frequency environment. It must react to adverse effects from neighboring WLANs. Interference is another productivity killer which a WLAN needs to identify and mitigate.

With workforces placing an abundant reliance on cloud applications, maintaining a reliable WLAN is key to boosting business growth.

Securing the Wi-Fi Network

Mobile data traffic grew 63% in 2016, according to Cisco. There’s no avoiding the penetration of IoT devices as they take the enterprise by storm. It leaves many wondering how to secure IoT devices and their WLANs.

IoT may help drive innovation but data must be kept secure and unauthorized access needs to be thwarted.

A high performing WLAN must allow trusted devices to authorized data. Properly segmenting these networks is just one of many steps.

A WLAN system must identify rogue access points and devices with a method of containing those threats quickly.

In 2007, TJ Maxx had a cyber security breach of their credit card data because of weak Wi-Fi security. Don’t become the next headline.

Maintaining Good End User Experience

In today’s workplace, everyone is accessing the cloud at all times. Wi-Fi is now the primary method of access to network resources. People are carrying up to 3 or 4 devices at a time and needing to get their work done from any of those devices.

To provide a boost in productivity and effectively collaborate with others, slow or unresponsive Wi-Fi must be eliminated.

A well performing WLAN always goes back to reliability. An increase in reliability boosts end user productivity. Users can perform their work efficiently and from anywhere in the office. Voice calls are often done over Wi-Fi calling due to a lack of LTE signal penetration into the building. Video conferencing and streaming is putting a strain on the WLAN as well. Plan for these workloads.

The quality of the users work over Wi-Fi can be directly matched to the reliability of the Wi-Fi network.

Designing for Capacity

As people begin working in the office at early hours, the Wi-Fi network will be humming. As more people begin to fill in their seats some start noticing a degradation of Wi-Fi service.

The increase in number of devices creates a high density situation. With each person carrying 3-4 devices can put a strain on the WLAN.

The types of applications used on each of these devices defines how well a Wi-Fi network will perform. If it was designed according to requirements, it will perform as expected. Without planning for capacity equates to planning for failure.

Other factors must be taken into consideration. In addition to planning for capacity, APs must be mounted properly and antennas aligned in the right direction. It is all based on the usage and capacity requirements of the work patterns.

Wi-Fi Insight

How do we know if a WLAN is performing? Is the IT support staff armed with the right tools to understand the state of the Wi-Fi network. Analytics can provide valuable insight into how the Wi-Fi network is being used and to what capacity. This information can lead to optimizations for increased end user experience.

Analytics can also empower the IT support staff to troubleshoot quickly when issues arise. The data lends itself to measuring end user experience across an entire network stack.

With powerful information on-hand it can improve root cause analysis, decrease length in time spent during the investigation process, and improve time to resolution.

Conclusion

Wi-Fi networks are more complex than ever. The 6 characteristics are; starting with a plan and design based on requirements of the business and end users, reliability to ensure devices can connect when they need to, security – which should be thought of starting from the beginning of the design, Wi-Fi networks should provide a good end user experience and less frustrations, built for capacity as more devices are brought onto Wi-Fi, and should be monitored to investigate any issues, find trends, or to be proactive.

Wi-Fi NOW US 2018

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We’re excited to be media partners for the Wi-Fi NOW conference which is going to take place in Redwood City, CA.

We will be attending to deliver the latest news from Wi-Fi NOW.

The event will run between May 15-17
Location: Pullman San Francisco Bay Hotel, Redwood City California, USA

Wi-Fi NOW is the only expo and conference in the world dedicated to Wi-Fi. This May the entire industry will gather for three days of all things Wi-Fi in San Francisco Bay Area.

Wi-Fi NOW’s goal is Wi-Fi everywhere for everyone and their mission is to drive the industry forward by sharing the latest business-critical information on Wi-Fi and by connecting delegates to the global Wi-Fi leaders.

At this year’s Wi-Fi NOW USA they are zooming in on the following themes:

  • On a mission: More spectrum for Wi-Fi in the 6 GHz band
  • 802.11ax: A great leap forward to connectivity everywhere
  • Next-generation Wi-Fi for the hyper-connected Smart Home
  • The resurgence of City Wi-Fi
  • 2018: The year WiGig comes of age
  • Security & monetization: Powering the wireless enterprise
  • Wi-Fi IoT: A mass-market opportunity today
  • Connecting the unconnected with Wi-Fi & unlicensed bands
  • Mobility & convergence for carriers

We invite you to join the World’s Premier Wi-Fi Event with 20% discount. Use code: Packet6WFNUS20

Book your ticket here

View event website here

Cisco Live US 2018 Is Around The Corner

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Summer time brings out the party animal inside of us. While we imaging spending time at the beach and sizzling under the sun, the IT industry plans on attending the Cisco Live 2018 conference.

In 2017, Cisco Live was held in Las Vegas. I showed my excitement last year leading up to the event. We even did a live podcast recording in the World of Solutions with experts from Cisco Advanced Services.

One of the most memorable moments for me at the event was meeting the Customer Appreciation Event performer, Bruno Mars, in person! For about 10 seconds!

Cisco Live 2018

A year later, I am very excited to be attending Cisco Live 2018 in Orlando, FL. This year the theme is Imagine Intuitive. In the previous year they announced The Network. Intuitive. Now we must imagine? I’d like to see where they are going with this.

It’s not too late to register for Cisco Live 2018: Register today for early bird pricing!

Why Imagine? What should we be imagining? Is there going to be a special release to allows the network to do more than intent? We’ll just have to wait and see.

What To Look Forward To

Sessions at Cisco Live 2018 are meant to educate and inspire. This year I am looking forward to learning more about location services. Is there still a need out there? What improvements have been made and how can we better utilize location based services? I’d like to see if it’s extending beyond retail.

Of course, Wi-Fi is what I’m passionate about. There are many sessions I’d like to attend. How does Cisco plan to extend the intuitive IT to Wi-Fi? How can we use programmability, automation, and AI with the wireless network?

With that said, here are some sessions I’m looking forward to:

  • Anatomy of real-time wireless analytics and troubleshooting using DNA Assurance/AIRsense
  • Beginning your journey to Network Automation
  • Cisco Next-Gen Enterprise Wireless Architecture
  • How to Be a Network Engineer in a Programmable Age
  • Wireless Network Automation with DNA Center
  • Securely Designing Your Wireless LAN for Threat Mitigation, Policy and BYOD

The Fun Side of Cisco Live 2018

Leading up to Cisco live will be pre-event contests. Cisco has always done a fabulous job interacting with the community before the event. There are going to be many ways to participate which you can find more info at the Social Media Hub https://www.ciscolive.com/us/activities/social-media-hub-contests.

The contests don’t end when Cisco Live starts. There are contests during the event as well such as the #CLUS Super Photo, Tweetup Retweet, Cape Contest, Best Remote Attendee, and the social Leaderboard.

Customer Appreciation Event at Universal Studios

Education and inspiration is great, no doubt about it. But what I am most excited for is the Customer Appreciation Event. This is the biggest party Cisco Live has ever thrown. For 2018, Cisco will be reserving the entire Universal Studios theme park! On Wednesday, June 13, 2018 from 7:30pm to 11:30pm is when Cisco Live lets loose.

There will be food, drinks, rides, and a multi-artist music lineup. Yep, that’s right, there’s more than one performer!

While at Universal Studios, attendees will have unlimited access to rides such as Transformers, Harry Potter and the Escape from Gringotts, Revenge of the Mummy, and Despicable Me Minion Mayhem. There is also access to Universal’s Islands of Adventure starting at 6pm (non-exclusive).

Who wouldn’t be excited about this?

Guest Speakers

The closing keynote will have guest speakers Dr. Michio Kaku and Amy Webb. The discussion appears to be centered around the future and is meant to inspire and provoke our imagination and exchange of ideas. The closing keynote has always meant to leave us inspired with ideas brewing.

Be Part of a Good Cause

Cisco is donating 500 laptops to NetAcad schools in Florida. But they need your help! Be part of something bigger and help build a Pi-Top onsite. It’s a laptop powered by a Raspberry Pi.

There will be 500 laptops available for assembly. Help out the future workforce and inspire them to do great things with technology!

Conclusion

Cisco Live 2018 is shaping up to be a spectacular event, as always. I look forward to learning more this year how I can use automation with wireless technologies. Getting together with friends, old and new, is always a wonderful experience. I hope to see you there!