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Why Mobile is the Answer to a Connected Customer Experience

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Dawn Trenson, Director of eCommerce at Steven Alan and Phil Granof, CMO at NewStore, discuss the impact of mobile on the connected in-store experience, including:

Providing a personalized omnichannel shopping experience
Empowering store associates
Ensuring accurate inventory
Obtaining a holistic view of consumer behavior, regardless of space and time

Veröffentlicht in: Einzelhandel
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Why Mobile is the Answer to a Connected Customer Experience

  1. 1. NewStore Inc. #mobilemandate Why Mobile is the Answer to a Connected Customer Experience
  2. 2. NewStore Inc. #mobilemandate Dawn Trenson Director, eCommerce at Steven Alan Phil Granof CMO at NewStore
  3. 3. NewStore Inc. #mobilemandate History of Steven Alan
  4. 4. NewStore Inc. #mobilemandate The Tethered Self Source: StatCounter Global Stats (September 2015), Mobile includes smartphone and tablet traffic
  5. 5. NewStore Inc. #mobilemandate Introduction Providing a personalized omnichannel shopping experience Seeing the brand as the consumer sees it Empowering store associates Ensuring accurate inventory
  6. 6. NewStore Inc. #mobilemandate
  7. 7. NewStore Inc. #mobilemandate What Do You Do When You First Wake Up? Our interaction with each other through our phones begins as soon as we awake. Within the first 15 minutes of waking up, 4 out of 5 smartphone owners are checking their phones and among these people, nearly 80% reach for their phone before doing anything else. These statistics alone drive home the utility of and reliance on smartphones. The Tethered Self Among All Respondents reach for phone within 15 minutes of waking reach for it immediately after waking reach for it immediately and use as alarm clock 79% 62% 44% Among 18-24 year olds reach for phone within 15 minutes of waking reach for it immediately after waking reach for it immediately and use as alarm clock 89% 74% 54%
  8. 8. NewStore Inc. #mobilemandate Omnichannel Has Been Missing A Silver Bullet
  9. 9. NewStore Inc. #mobilemandate Mobile is the Silver Bullet Sales Associates Bricks & Mortar OnlineInventory Fulfillment
  10. 10. NewStore Inc. #mobilemandate Expectation Gap
  11. 11. NewStore Inc. #mobilemandate Greater Comfort with Digital ∖ Fashion brands and consumers have become more comfortable with the digital marketplace allowing for increased personalization.
  12. 12. NewStore Inc. #mobilemandate Personalizing the Omnichannel Experience
  13. 13. NewStore Inc. #mobilemandate Empowering Brand Ambassadors
  14. 14. NewStore Inc. #mobilemandate Empowering Brand Ambassadors 90% of Sales Associates are discouraged from possessing a mobile device in-store. 49% of Store Associates said that the existence of a dedicated store associate app would impact their decision to take a job as an associate. Ironically, 90% of retail shoppers using smartphones in-store are creating a major experience gap in the store’s omnichannel strategy.
  15. 15. NewStore Inc. #mobilemandate Ensuring Accurate Inventory Build Shopping List Only 20% of successful retailers offer it. 39% of consumers are unlikely to visit a retailer’s brick- and-mortar store w/o it.
  16. 16. NewStore Inc. #mobilemandate See the Big Picture Know Me Value Me Inform Me Serve Me Secure Me
  17. 17. NewStore Inc. #mobilemandate Forget the Buzzwords Merchandizing Technology/Ops Marketing
  18. 18. NewStore Inc. #mobilemandate Your Story is Not “Your” Story Anymore
  19. 19. NewStore Inc. #mobilemandate Empower Instant Gratification
  20. 20. NewStore Inc. #mobilemandate Be Careful What You Do In-House… Web App Native App Kiosk Wearables Digital Display mPOS Beacons Clientelling Wayfinding WAN Associate App Personalization Visual Merchandizing Campaign Mgt. Loyalty PIM OMS Pricing / Offers Digital Asset Mgt. ERP Stock Room Task Mgt. Staff Mgt. Training WCM Merchandizing Transaction Engine BI Touch Points Store Systems Experience Platform Back Office
  21. 21. NewStore Inc. #mobilemandate What Do the Next 12 to 18 Months Hold for Retailers?
  22. 22. NewStore Inc. #mobilemandate Q&A
  23. 23. NewStore Inc. #mobilemandate Thanks for joining us! Be sure to follow us on Twitter @newstoreinc
  24. 24. NewStore Inc. #mobilemandate Mcommerce Summit: State of Mobile Commerce 2016 New York, NY Thursday, May 5, 2016 For more information please go to MobileMarketer.com COMING SOON...

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