Intelligent Commerce

© 2014 Netstarter

agenda 1. Introduction

2. About Netstarter

3. The Formulae

4. Data – The Key

5. In Store Technology

6. The Possibilities

© 2014 Netstarter

experts in commerce

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a single point of contact

MagentoAWS Hosting

SEO

Conversion Optimisation

MarketplacesIntegration

Creative

Strategy Marketing Automation

CRM

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we’re qualifiedThe #2 ranked partner globally

Most certified partner worldwide

More certifications than all other Australian partners combined

More certified developers than the Magento team itself

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Ze FormulaUnderstanding the formulae and variables

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Understanding the Maths

$1

Sales = Visitors x Conversion Rate x Average Order Value

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Attract Convert Retain

Understanding the Process

Increase Visitors

Increase Average Order Value

Increase Visitors

Increase Average Order Value

Increase Conversion Rate

Increase Average Order Value

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Think

Omni-channelOmni-channel is a multichannel approach to sales thatseeks to provide the customer with a seamless shoppingexperience whether the customer is shopping online froma desktop or mobile device, by telephone or in a bricksand mortar store.

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The secret ingredient

Data

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the bad1. Organisations often do not have a clearly

defined data acquisition, storage and

utilisation strategy

2. Online transactions typically account for 3%

of sales for most bricks and click

organisations.

3. Most organisations do not collect even basic

data at the time of purchase In Store (Name

& Email Address)

4. As a result 97% of transactions occurring

are ‘Anonymous’ and the ability to re-

market to these customers is often lost

5. There is often no ability to recognise In

Store purchases online and vice versa

6. Loyalty and reward schemes are often not

shared between the various channels

7. Pricing can be different between various

channels resulting in unhappy customers

(e.g. eBay, Store, Website)

8. Even when data is available it is not used to

intelligently segment and personalise

content to the user via the relevant

channel.

© 2014 Netstarter

Data Acquisition Strategy

1. @ Checkout

2. Sign Up to Mailing List

3. Competitions

4. Profile Builder (Hidden OR Visible)

5. Data Capture Tools

6. Social

7. Many Many More

* The above are all In Store and Online

CRM

Loyalty

Marketing Automation

© 2014 Netstarter

omni-channel

fulfilment

1. Providing your customers with MORE options

1. Click & Collect

2. Store to Door

3. Store to Store

2. By ensuring you have Accurate and Timely data you can minimise the requirement to hold additional stock AND increase the variety of items available for sale through the channels.

Online In Store Warehouse

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Technology Platforms

eBay Commerce Marketing Platform Adobe Marketing Cloud

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bringing web

technology in-store

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1. Able to target individual screens at each store using Magento

content.

2. HTML5 supported screens

3. Delivery over 3G

4. Plug into other technologies including i-beacon, sonar, NFC or

hardware devices

5. Capture MAC ID via wifi ping to determine browsing habits

and in-store behaviour

6. Personalise messages and merchandising to customers

7. Enhance customer engagement in-store

8. Improve customer service

© 2014 Netstarter

1. Content crowdsourcing platform for omni-channel retailers

2. Aggregate and curate social content from City Beach, brand

ambassadors and customers

3. Tag content with eCommerce CTAs

4. Push content to web and in-store devices

Social

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In Store

Comps

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The Bad

Online transactions typically account for only 3% of most

Bricks and Click businesses

Most organisations do not collect even basic data at the

time of purchase In Store (Name & Email Address)

Most organisations do not collect even basic data at the

time of purchase In Store (Name & Email Address)

Don’t be left behind

It’s Coming

© 2014 Netstarter

Making every experience WOW

WHAT IT COULD HAVE BEEN• John Stamos (34 Year old male who lives in Chatswood comes online to buy 2 bags of dog food for his 1 year old Spaniel and 12 year old

Labrador who has arthritis).• Banners shown focus on dog related products (e.g. toys for medium sized dogs and arthritis medicine for Labradors). Potentially these can

include a special promotion for john as a VIP to get 10% off as he has spent over $1000 (combined in store and on-line) over the past 3 months.

• A notification is provided to John (either in the email after purchase or online) of an in-store event around caring for old dogs that will be occurring in Artarmon next weekend and Chatswood this weekend

• John isn’t quite sure which arthritis medicine to buy so he phones the 1300 number. The customer service on the phone pulls up Jons records (potentially integrated with Greencross data) and confirms what the dog has historically been taking. John then enters into a co-browsing session with the operator who shows him a number of options and provides him with a further 5% discount coupon code.

• An option for to enable automatic recurring (and the subsequent savings) will be presented to John to enable him to easily change his selection whilst online

• At checkout John has the option to use a fast delivery option (within 3 hours) or pickup from store (within 1 hour) which he chooses as he is out of food

• Assuming John purchased the arthritic medicine an email will be sent out to him 30 days later (assuming this is how long the medicine lasts) for replenishment of the medicine. This will also provide an option to setup an automatic recurrence of this (potentially with an incentive)

• The email correspondence will also offer a promotion or offer for a check-up at the local Greencross Vet• When the goods are sent to John a free toy is added for his Spaniel with a personalised note saying that it is for Max’s birthday next month

Scenario: Someone online buys 2 bags of dog food and it is delivered

STOCK STANARD OUTCOMEThe order is placed and sent to the customer. Hopefully they logged on so we could know which customer it is

© 2014 Netstarter

Making every experience WOWThe Story Continues …

WHAT IT COULD HAVE BEEN• John checks in through the Beacon application upon entering the store• The staff member is notified about John and his profile• Based on this knowledge the staff member is able to offer the right advice to John and upsell

him on a variety of products.• The staff member (prompted by the system) recommends that John comes to the upcoming

in-store talk on aged dog care at either Chatswood or Artarmon in the upcoming weeks• The Beacon application recognises that John’s older dog is due for a renewal of arthritic

medicine and provides John with a promotion code to use in his in store purchase.• With bags full of Petbarn products John pays using PayPal from his application with a single

swipe and walks out the door knowing he will be back on Saturday morning with Brutus.• Oh yes and because John had such an awesome experience he likes you on Facebook and

tweats the experience. He also tells his geriatric dog walking Thursday morning friends about this and they all come along for the lecture on Saturday

Scenario: Someone walks into a Store

STOCK STANARD OUTCOMEHe looks around purchases something and walks out

© 2014 Netstarter

Thank You

© 2014 Netstarter

more than an ecommerce agency

Lead

Generation

Customer

Insights

Personalised

Comms

Sales

Conversion

Engagement

& Service

Customer

Feedback

DISCOVER INFLUENCE CONVERT REACH LISTEN

Letterbox / Lasoo / Search/ Social / Online Display / Competitions / Kiosk / D2D / Sampling

Single customer

view

Analytics &

insights

Right offer

Right channel

Right Time

Omni-channel

commerce

Conversion

optimisation

Multi-channel

customer

engagement

Voice of

customer

NPS & CES

© 2014 Netstarter

initial insights

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Stepping stones to getting going

Ideas

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advanced promotions

• Personalised promotion code generation

• Birthday promotions

• Free Gift

• Buy 2 products and get 3rd with $X off

• Buy X and get a Y for $Z off

• Satisfy a set of condition and get a free product automatically added to the cart

• Add a X to the cart and choose Y for the fixed price of $Z

• Buy 2X and get any product from Y category for $Z

• Buy 3 and get 1 cheapest (or most expensive) free, get 6 and get 2 cheapest (or most expensive) free

• Buy 2 X and get the 3rd X for free (or for 40%, 50% etc. off)

• Get $X discount from each $500 spent’

• Get any X items from category Y for $N

We have extended Magento’s robust promotions engine to support a number of

additional actions that enable retailers to replicate the successful merchandising

strategies commonly used in store.

© 2014 Netstarter

loyalty program

• Earn points for creating an account post checkout

• Earn points for enriching your profile – this additional information is stored as

custom user attributes which can be passed to your CRM or marketing automation

platform to enable highly personalised communication that converts better

• Earn additional points for posting your latest purchase on Facebook or Twitter

In addition to the native reward actions supported by Magento Enterprise, our

module introduces will enable to create an enriched customer profiles and

increase the number of registered account holders – translating in a more

personalised communication and increased conversion.

© 2014 Netstarter

segmentation & personalisation

• Hero banners for a segment or customer group

• Personalised banners for a category or product page

• Responsive banners that adapt over different breakpoints

• Relevant promotions to a specific segment or customer group

Our Fashion Stack leverages native segmentation engine to facilitate the

personalisation of:

© 2014 Netstarter

social login

• Netstarter’s social login module supports Facebook and Twitter

• The login widget can be integrated with both registration and login controls

• After choosing the preferred login channel, the customer simply enters their

usernames and passwords to log in - no additional information is required.

• If the customer is already signed into their social account (Facebook login, Gmail

login, Twitter login), the system will automatically use the information from their

social account to login.

• The module also supports a ‘post-purchase’ widget to encourage the user to

share product info with their network

Our social login module supports enables customer

replicate similar functionality offered by Jan Rain or Gigya

without incurring any ongoing licensing fees

© 2014 Netstarter

email

marketing

1. Tight integration with Magento

2. Store orders, baskets and wishlists for every customer.

3. Segment customers on their purchase behaviour.

4. Automate email triggers such as welcome series or post

purchase feedback.

5. Report on ROI and page visits from each email campaign.

6. Lost baskets including the basket contents.

7. Unique coupon codes for any promotion.

8. Product recommendations, dynamically include product

recommendations in emails.

© 2014 Netstarter

1. Create a single customer view – centralise both in-store and

online order information for improved segmentation and

personalisation

2. Target customers as you view them across multiple channels

3. Import customers, orders and shopping carts from your

Magento, online marketplaces and POS systems

4. Cost effective way to extend Magento’s native reporting

5. Create and manage campaigns within OroCRM

6. Full customer call, email and task tracking

© 2014 Netstarter

1. Multi-channel loyalty programs

2. Extends Magento’s native reward actions to encourage

- referrals

- sharing products

- sharing purchases

- tiered loyalty

- customer re-activation

3. Extensive API to enabled integration with POS/ERP

4. Native integration with ORO CRM

© 2014 Netstarter

Case Studies

© 2014 Netstarter

• Revenue up 25% since launch

• Organic traffic up 27%

• Engagement up 11.5% (page views)

• Mobile traffic up 42%

• Mobile revenue up 95%

© 2014 Netstarter