Expanding TouchPoints to Improve the In-Store Shopping Experience
-
Upload
g3-communications -
Category
Business
-
view
2.598 -
download
0
description
Transcript of Expanding TouchPoints to Improve the In-Store Shopping Experience
![Page 1: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/1.jpg)
Expanding TouchPoints to Improve the In-Store Shopping Experience
![Page 2: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/2.jpg)
Panelists
Andrew Gaffney Editor Retail TouchPoints
Gary Schwartz President & CEO Impact Mobile
![Page 3: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/3.jpg)
Welcome Webinar Attendees
Your GoToWebinar Attendee Viewer is made of 2 parts:
1. Viewer Window 2. Control Panel
Type your question here
![Page 4: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/4.jpg)
Yes, we are currently investing in improving the customer experience (0 to 6 months)
This is a priority over the next 6 to 12 months
This is a priority over the next 12 to 24 months
Not a priority at this time
Is improving the in-store customer experience a priority for your organization?
![Page 5: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/5.jpg)
If yes, which of the following technologies are you prioritizing to help improve the shopping experience?
Currently Using Plan To Deploy in Next 12 mos. Researching No Plans
Line Busting/Mobile POS 9.4% 21.7% 41.5% 27.4%
Clienteling/Guided Selling on Mobile 6.4% 20.0% 46.4% 27.3%
Mobile Couponing 13.3% 18.6% 44.2% 23.9%
Social Media 58.8% 20.2% 14.0% 7.0%
Digital Signage 29.2% 20.4% 26.5% 23.9%
Marketing at POS 45.0% 19.8% 20.7% 14.4%
![Page 6: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/6.jpg)
Checkout
Associate-to-Shopper Engagement
Shopper Personalization
Item Location
Which area of the current in-store shopping environment do you believe presents the greatest
need for improvement?
In-Stock/Out-of-Stock Positions
![Page 7: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/7.jpg)
Mobile POS
Which of the following technologies do you believe has the greatest potential to improve the customer
experience for your shoppers?
Clienteling/Guided Selling
on Mobile Device
Interactive Digital Signage
Self Serve Kiosks
Self Checkout Personalized Promo Offers at
POS
RFID In-Store Video
![Page 8: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/8.jpg)
Budget Restrictions
Lack of Experience/Expertise
Concerns Over Durability in Retail Environment
Doesn’t Fit Into Current Strategy
Security Concerns
Other
Which business challenges/constraints are preventing you from investing more aggressively in new customer
touch points?
![Page 9: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/9.jpg)
Mobile Website
Mobile Apps (iPhone,
Android, BB)
SMS/Text Messaging
Mobile Couponing
Geo-Location Based
Marketing
Twitter Facebook Foursquare
Which of the following new channels/technologies do you think has the greatest potential to improve Customer Engagement with your customers?
![Page 10: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/10.jpg)
Management Workbenches
Associate Tools
Device Integration (phone, web, internal)
Clienteling
If your organization is planning to increase the use of mobility within the store, what are the primary areas
you will be focusing on?
Customer-Facing Applications
Other
![Page 11: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/11.jpg)
Motorola
Datalogic
Apple
Google Android Partners
Looking specifically at the use of mobility in your stores, which hardware vendor or mobile platform are you most interested in working with moving forward?
RIM/Blackberry
Other
![Page 12: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/12.jpg)
Click2K’Ching The Mobile Shopper & The Impulse Economy
![Page 13: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/13.jpg)
need to tie the consumer’s mobile number to the basket
Thanks for your entry. If you wish to join VIP club and receive deal alerts, reply VIP.
Tie mobile to basket
![Page 14: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/14.jpg)
82% of US adults own cell phones 1. Connect with them via their primary means of communication.
1 Source: Pew Research Center’s Internet & American Life Project and The Nielsen Co. survey: April 29-May 30, 2010
CRM in your pocket . . .
![Page 15: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/15.jpg)
Store 82%
Sporting event 36%
Doctor’s office 55%
In plane 14%
In church 7%
Movie Theatre 17%
VS. Store Other
![Page 16: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/16.jpg)
Reach & Frequency
VS. Bells & Whistles
Reach & Frequency
VS. Bells & Whistles
![Page 17: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/17.jpg)
comScore, Inc. 2010
First click . . .
![Page 18: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/18.jpg)
Text message campaigns have greater than
15% response rates VS email with
less than 1%
![Page 19: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/19.jpg)
The average text message
is read within
4 minutes of delivery VS email at
48 hours
![Page 20: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/20.jpg)
2LMJCXFC7C
VS.
m-‐Media m-‐Mouse (acAvate) (publish)
![Page 21: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/21.jpg)
![Page 22: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/22.jpg)
Web / App navigaAon . . .
comScore, Inc. 2010
Web / App navigaAon . . .
comScore, Inc. 2010
![Page 23: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/23.jpg)
• Mobile is a horizontal buy that adds value to your vertical PUSH • Activate traditional publishing mediums • Create a permission-based 2-way channel • Help the brand bridge to POS, WEB, CRM programs . . .
VS.
VerAcal Horizontal (cross-‐channel) (in-‐channel)
VerAcal Horizontal (cross-‐channel) (in-‐channel)
![Page 24: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/24.jpg)
VS.
Discover Web Discover Me Discover Web Discover Me
![Page 25: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/25.jpg)
ReThink (funcAon)
Shrink (form)
VS.
![Page 26: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/26.jpg)
In recent A B testing with large retail D2C digital opt-in database: • Email 8% conversion • Mobile 20% conversion
Example Conversion
![Page 27: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/27.jpg)
Yes, this is part of our current strategy (0 to 12 months)
This will be a focus over the next 12 to 24 months
Is your company focusing on “digitizing the in-store shopping experience” to match the convenience of the
Web?
No, this is not part of our current strategy
![Page 28: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/28.jpg)
If yes, which of the following are you currently integrating into your in-store shopping experience?
Currently Using Plan To Deploy in Next 12 mos. Researching No Plans
Product Reviews 27.4% 25.6% 28.2% 18.8%
Recommendations 21.8% 33.6% 28.6% 16.0%
Share Products via Social Media 20.9% 29.6% 29.6% 20.0%
![Page 29: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/29.jpg)
Yes.
No, but we plan to add.
Does your organization have a formal, company-wide social media strategy encouraging employees to
interact with customers?
Not at this time.
![Page 30: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/30.jpg)
If yes, which social media tools have you found to be most effective?
YouTube Twitter MySpace Foursquare LinkedIn Others
![Page 31: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/31.jpg)
Yes.
If yes, have you been able to quantify increases in consumer spending or store visits related to your
social media efforts?
No.
![Page 32: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/32.jpg)
Budget Restrictions
Brand Consistency
Lack of Experience/Expertise
Doesn’t Fit into Current Strategy
If you have not yet adopted a social media strategy, what are the primary reasons?
Security Concerns
Other
![Page 33: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/33.jpg)
Apparel/Footwear/
Accessories
Vertical Industry
Automotive Aftermarket
C-Store CE/Office Supply
Department/Mass
Merchant
eCommerce/Direct
Grocery Home Center/Hardware
Home Furnishings
Specialty Sporting Goods/
Outdoors
Up to $50 Million
$50 to $250 Million
$250 Million to $1 Billion
$1 Billion and over
1 - 50
51 - 250
251 - 500
501 - 1,000
1,001 - 5,000
5,001 +
Company Revenue Company Size
A little about the respondents...
![Page 34: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/34.jpg)
Questions?
Your GoToWebinar Attendee Viewer is made of 2 parts:
1. Viewer Window 2. Control Panel
Type your question here
![Page 35: Expanding TouchPoints to Improve the In-Store Shopping Experience](https://reader033.fdocuments.net/reader033/viewer/2022051612/54c4be9a4a7959952d8b45d1/html5/thumbnails/35.jpg)
Thank You for Attending this Webinar
We will be distributing this presentation ���to this webinars attendees upon request.
Email: [email protected] for a copy.