Presentation from NRF 2019 Retail's Big Show Glenn Shoosmith, Founder & CEO, Bookingbug

1. INNOVATE OR DIE
Winning with digital retail transformation, frictionless
customer journeys and experience

2. Glenn Shoosmith
Founder & CEO of BookingBug
After graduating in 1997 with a degree in computer science, I spent 10 years working in a wide
variety of industries, as a developer, consultant, team and project manager. I ended up writing
trading systems for some of the world’s biggest investment banks before starting work on
BookingBug in 2008.
@glennbookingbug /glennshoosmith

3. The battleground has shifted.
Your customers have gone digital
3
TIME IS THE NEW
CURRENCY EVERY
EXPERIENCE IS
PERSONALIZED
CONSUMERS DEMAND
FLUIDITY ACROSS
CHANNELS
EXPLOSION OF
CHOICE
SELF-SERVICE IS
THE NEW NORMAL
THE BEST PRICE
DOESN’T
NECESSARILY WIN
CUSTOMERS
EXPECT YOU TO
KNOW THEM

4. Dramatically transforming
the retail customer journey
4

5. Human-to-human interaction still matters,
in-store experiences are essential
5

6. A digital-only strategy
is not a panacea
6

7. 7

8. 8

9. 9
>50%Conversion In-store
1-3%Conversion from website

10. 10
ONLY
6%companies have confidence in their
online-to-offline strategy
Source: Smart Insights, RetailNext
ONLY
16%customers think companies adequately
integrate online/offline experiences

11. 11
“The failure zone”
DIGITAL PHYSICAL
12,000
Store closures since 2016
5,855 987

12. Climbing out of the failure zone
is really hard to do
12

13. The key to revenue success
with today’s digital consumers
is realizing the multiplier effect of
human-to-human interactions
ACROSS DIGITAL AND PHYSICAL
13

14. 14
64%Spend or invest more in products/services
after an in-person appointment or live consultation
Source: Google Consumer Survey

15. 15
turn physical footprint and staff
experts into competitive advantage

16. You will NEVER be able to compete with
Amazon, take advantage of the asset that
you have and they don’t
Your staff. Your stores.
16

17. A few forward-thinking executives
have figured it out
17

18. How did they do it?
18

19. 19
Appointments, events and
live store interactions
MOVE TO THE FOREFRONT

20. ...to engage digital customers
wherever they are
20

21. …and orchestrate
a unified journey across
the digital-physical divide
21

22. …while mastering multiple
dimensions of complexity
22
multi-customer
multi-staff
multiple locations
types of appointments
variety of services
mixed baskets
time zones
time constraints
appointments,
events, queuing
fixed vs elastic
duration
random or
chronological
languages
currencies
footfall traffic
flow patterns
staff skill sets
mobile
online
videoF2F
at home
in-store
across lines
of business
across lines
of business
Outlook
text
email
resource availability
SMS
CRM
ecommerce
POS
BI
workforce
management
marketing
automation
call center

23. 23
UNIFIED CHANNELS,
SERVICES
UNIVERSAL
EXPERIENCE
RIGHT
RESOURCES,
RIGHT TIME
OPTIMIZE PHYSICAL AND
HUMAN RESOURCES
ORCHESTRATE
EVERY
MOMENT
JOURNEYS
THE
SCIENCE OF
ENGAGEMENT
DATA-DRIVEN

24. 24
3x
increase in basket
size and staff
efficiency
CAPTURING MORE REVENUE
PER ENGAGEMENT

25. Even at scale, your staff can
be experts.
25

26. 26
1.5k
stores

27. 27

28. 28
50%
revenue
overachievement
TAKING IN-STORE SERVICES
ONLINE

29. 29
80%
of appointments
convert to
revenue
DRIVING REVENUE WITH
APPOINTMENTS

30. 80% conversion would never
happen on your website alone
Why aren’t you focusing on your stores?
30