Magento Webinar: Connecting the Endless Aisle to the Virtual Supply Chain
In-Aisle Mobile Engagement Webinar
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Mobile Retail 2011: A Guide to In-Aisle Mobile Engagement Eric Anderson, Vice President of Marketing Will Reese Ph.D., Director of the Digital Futures Group June 2011
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To understand how shoppers are using their mobile devices to select products in store aisles, White Horse Digital Futures Group conducted an observational study. The findings and initial recommendations for retailers are shared in this deck. The complete webinar is available to download at the White Horse Resource Center (www.whitehorse.com/resources) The full report will be available in early July. Check the White Horse website for details.
Transcript of In-Aisle Mobile Engagement Webinar
Mobile Retail 2011: A Guide to In-Aisle Mobile Engagement
Eric Anderson, Vice President of Marketing Will Reese Ph.D., Director of the Digital Futures Group
June 2011
The In-Aisle Mobile Experience
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
Why (Purpose)
How (A Note on Methods)
What (Findings & Recommendations)
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
Encourage rapid development of in-store mobile
Supply needed insight
Why
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
May 2011
“Ethnographic” or “contextual” approach
13 smartphone users11 retail venues$75
How
Insight #1: Physical support for in-aisle mobile usage does not yet exist.
Insight #1: Physical support for in-aisle mobile usage does not yet exist.
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
Entrance signageWi-fi Staff educationStaff evangelismCollateralOn-shelf instructions
TRISH
BEST BUY
75 secondsBEST BUY
SEPHORA
“Actually I’ve never seen anybody do that before (user their phone to scan a product). Is it like an app on your phone, or …?”
(Saleswoman, Sephora)
SEPHORA
Opportunity #1:Invest in an in-aisle experience system.
Learn what makes sense for your customersAnnounce it (on-wall, on-shelf, end cap)Support it (public wifi)
Welcome smartphone shoppersSupply on-shelf “how-to’s”Share “do’s and don’ts”Stoke staff enthusiasm Promote your app or mobile site
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
Insight #2: The mobile web is an untapped in-aisle resource.
Insight #2: The mobile web is an untapped in-aisle resource.
Few retailer apps downloadedEasy to forget the appNon-mobile-two-handed use-Incomplete searches-longer searches
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
STEVE
GAMESTOP
“This site’s just not built for a mobile device.”
(Steve, videogame journalist)
GAMESTOP
Opportunity #2: Deliver a bettermobile website.
User-centered design that accounts for location as contextRatings & reviews to overcome purchase hurdlesProduct information in a mobile formatSupport for in-store with location-sniffing, in-store maps, etcFloor sales drivers: points, dividends, warranties
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
Insight #3: The experience is fragmented.
Insight #3: The experience is fragmented.
Bevy of unrelated tools (“broken manuscript”)Burden on memory Information silos-inspiration (photo)-inducement (email)-appointment (calendar)-alignment (UPC, QR)-enactment (credit card)-announcement (social media)
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
LESLIE
ANNE TAYLOR LOFTANNE TAYLOR LOFT
“It’s missing the belt. I hope they have one.”
(Leslie, product engineer)
ANNE TAYLOR LOFT
Opportunity #3: Connect tasks to drive purchase.
Retailers must own these linkagesConnect tasks to drive sales-in-ad QR nearby venues, prices, stock-email sale announcement calendar, check-in, cashier hold-SMS to save & share potential purchasesExperiment and test
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
Insight #4: Shopping broadcasts are expressive.
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
Insight #4: Shopping broadcasts are expressive.
They are not transactionalNot deals, not product recosTransactions are for individualsIn social media, shops are propsConsumers want to tell “interesting stories”
STACEY
“(Two friends) commented on your check-in at Sephora: ‘Ahhhh. The Mothership.’”
(Facebook push-notification to Stacey, media personality)
SEPHORA
Opportunity #4: Establish a role inshopping stories.
Understand the social component of visits to your retail spaceSupport that social component through mobileDeliver unique, buzz-worthy experiences for loyalistsOffer fun, surprising things for consumers to scan and shareKnow your brand character, and enact it
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
The key insight.
help your in-aisle customers use mobile(they’ll love you for it)
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
How White Horse can help
Uncover your target’s distinct mobile behaviors and map needs to opportunities.Design an integrated mobile experience that drives sales and loyalty.Deliver a mobile website that aligns with audience needs.Support in-store merchandising through mobile.Make it all measurable.
| ©2011 White Horse Productions, Inc. Content may not be reused without permission.
