Ok, so you have a website, facebook page, even mobile apps, but how is that helping you to engage your consumers when you need it most… when they are at your outlets! I mean how do you drive footfall and sales from digital to your brick & mortar channels? How do you identify your consumers, personalized that engagement and get them to buy before they step out? And we don’t mean spamming everyone with the same promotion at that outlet, but personalized according to their profiles, transaction history and location. Better yet, it’s all automated, you really don’t want to be pouring through and interpreting heaps of customer data. In this presentation, I share the challenges faced by retailers, shop owners, F&B and mall operators in bridging the digital and brick & mortar divide. While each solution is unique to your retail business, vertical or consumer behaviours, it is about breaking down the silos that exist in your consumer touch points, enterprise solutions, best practices and how TAO OF SHOP can help you to bring it all together.

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• Total sales from mobile : 20%
• Growth Rate (SG) : 20% monthly
• Registered Users (SG) : 900K
• Typical customer profile : 27 yrs, 75% female
Source : PayPal
Qoo10 mobile application for Asia Pacific :
• 64% are Singaporean users
• 37% of total mobile sales by Singaporeans
• Qoo10 SG holds the highest ratio of sales
to country size in Asia.
2013 : half of all online shoppers are mobile shoppers (1M)
2015 : mobile commerce expected to be worth S$3B

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We will have to start downsizing our stores over the next five years as customers
shift to e-commerce.
On their smaller stores: “When you combine lower rents, lower build out and a
smaller total footprint with high sales per square foot, it’s a very powerful economic
model.”
Walter Robb, Co-CEO
“We’re looking for more ways to combine our e-commerce business into our bricks-
and-mortar stores to create an integrated, multichannel shopping experience for
our guests.”
Daniel Duty, Director of Enterprise Strategy

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“But physical shopping still has its place. Many
consumers still see it as a socialising activity
with friends; to others, it can be an
entertainment,” he added. “What individual
retailers must do to survive in this new world is
to understand what consumers want and
behave, and then respond accordingly.”
“The pervasiveness of the Internet has turned everything upside down. This
is a trend that’s really picked up pace in the last three years. Before that,
tablets were a novelty; now, consumers are now able to conduct their own
research and purchase on mobile devices or home computers,”

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12. • http://www.forbes.com/sites/deniselyohn/2014/10/17/so-amazon-thinks-it-can-do-
retail/?utm_content=9051069&utm_medium=social&utm_source=facebook
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13. Retail’s changing landscape – omni-channel customer experience13
Present Future

14. • What is the most important goal to become a better omni-channel retailer?
• Allow the Customer to purchase, take delivery through channels of their choice
• Create a single brand identity across channels
• What’s getting in the way?
• Don’t have a single view of the customer across channels
• What’s your biggest barrier?
• Consolidate our customer data across channels
• Gaining better insight into cross-channel customer behaviour, in order to prioritize
• 24% are budgeting for a single customer interaction platform that crosses
channels.
• With Marketing taking the lead role on Omni-Channel
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17. A Social Media Campaign about Healthy Living
Targeted at Women
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18. Business(What)
1. Engage and sustain
customer relations (loyalty)
2. Increase awareness and
apply OSIM’s brand
message(s) – well being,
healthy lifestyle
3. Increase sales of OSIM
products targeted at
Women.
SocialMedia(How)
1. Socialize content and
touch points through
personalization and
conversation tools.
2. Build lifestyle-centric
spaces online that features
women’s lifestyle content
created by talents / brand
ambassadors.
3. Converge sales
channels, promotional
activities and product
placements/reviews to be
linked to social media
activities.
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19. Strictly Confidential & Proprietary ©PepperConn LLP19
Homemakers
Young mums, mothers to be,
stay-home mums. Care
givers, family focused. Tai-tai
lifestyle. Finding purpose
without having to work.
Health Fanatic/ Gal Next
Door
Relationship focused.
Friends, colleagues, dating.
The one whom people go to
for a shoulder to cry on.
Health & fitness Focused.
The Independent Female
Managing all on her own.
Living life to its fullest. Will try
anything once. Street smart.
Corporate go-getter. Results
oriented.
Janie AprilGladys

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Content&Context
- Balancing work,
and personal
demands
- How to maintain
shape and health
in a stressed out,
time limited
environment
Connections
- Executive health
clubs
- Self
improvement
workshops /
seminars
Conversations
- Poll on the best
executive lunches
- Managing
bosses and
subordinates
- Best time
management
practices
Conversion
OSIM self-
maintenance and
health products –
massage chairs,
family products,
uZap.
Target audience : PMETs, Middle – Senior management
executives

21. Nov Dec Jan
Monthly Themes Keeping in Shape A time for Family,
friends and yourself
A Whole New You
Weekly Themes 1. Shaping up
2. My Problematic
Areas
3. The Low Down on
Gym Membership
4. My uKimono
Angle
1. Christmas – time
for giving
2. A time for Family
3. A time for Friends
4. A time for
yourself
1. Living life to the
fullest, in tune with
the latest
2. Lengths taken to
look and feel good
3. Best buys and best
hangouts
4. Latest Fads
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22. • November’s Theme : Staying in Shape
• Product Focus : uKimono
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April Janie Gladys
Week 1 – Shaping up
in transition
Transition from Flying days -
Complimenting Active lifestyle
though fear of age catching up
Flying days
Slowing metabolic rate
Flying days
Post natal weight loss
Week 2 – My
Problematic areas
Good genes, eat lots but yet
slim. However, need help with
spot reduction.
Help! I’ve got a big butt. Rubba tum tum. My hubby’s
waist line will need two uKimonos.
Week 3 – The Low
Down on Gym
Membership
Alternative and fun ways to
work out – dance classes, wake
boarding, etc.
Hit the road Janie – marathon
training. It’s fresh air, get to see
Singapore from a different
perspective and it’s FREE!
No Pain, No Pain. Forget about
the Gym. I just need to get to
those problem areas.
Week 4 – Progress
update on uKimono
usage. Contest Topic
Progress up on uKimono’s impact on their problematic areas, etc.
Contest : Tell us someone you know who you think really needs uKimono. The most interesting article
wins. Suggest starting contest in Week 2 and ending by Week 4.

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Content - Personal Angle Connections - Lifestyle Content Conversations - Invite response
1 Challenges staying in Shape as a busy
executive. No time to hit the Gym.
Do you really use that Gym membership?
My friends who signed up for memberships
don’t use them.
Best suggestions on time saving methods
to stay in shape.
Follow up article : try the OSIM ukimomo
Personal Blogs
OSIM Blog Article
OSIM Blog
Personal &
Corporate
E-commerce / sales

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Source : First Data 2013

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bestseller list, to
create a mass
market hit
small royalty on a huge
range of products
profitable, successful niche product. Not a product for
everyone, certainly, but among those that care and are
choosing to pay attention, a fantastic choice.

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Fruits, meats, seafood,
gourmet coffee, tea, -
Seasonal, highly visual,
highly competitive
Staples, heavy : rice, milk, sugar, oil
Gourmet, organic products to upsell

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New releases, best
sellers, e-education
Assessment Books, Office Stationary
Subject specific : Self improvement, cook books

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Video about Birchbox
https://www.youtube.com/watch?v=vgg98FKgFv0

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Video about Bonobos Guide Shop
https://www.youtube.com/watch?v=CjVFzMVRi7k

32. 1: Store Locator
2: Product Availability
3: Shipping Options
4: Store Pick-Up
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Four options need to be available close to the product page's call-to-action or "add
to cart" button:
Source -
http://www.parkeravery.com/pov_eCommerce_Omnichannel_Strategy.html

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• 55% of eCommerce carts are abandoned
due to high shipping cost
• Address expensive shipping issues by enabling
easy collection from store or lockers
• Savings from merchant fees from payment
gateways passed on to consumer

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37. • Loyalty is about knowing your customers
better
• Rewards allows your customers to opt-in
to personal data collection
• “Who” + “What” + “Where” + “When” at
point of sale
• Unify customer databases across digital,
brick & mortar, systems
• Track your customers’ preferences
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Location Libraries
- GPS, Public WiFi
Maps
1
WiFi APs + Sensors
3
Audio Frequencies
2
Beacons
4

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• Personalize (who)
• Personalize (what)
• Personalize (where)
• Personalize (when)
• All the above

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46. 1. Unify multiple channels, including the store
• single management software / platform
• Cohesive sales n marketing across the organisation
• consumers get a single experience
2. Unify consumer database
• gain consumer insights
• personalise promotions based on customers’ profile,
segmentation, transaction history, time and location
3. Rethink the “Store”
• digitally integrated, cost effective hub
• identify and personalised consumer experience
• o2o (offline to online) marketing
4. Resulting in footfall, sales and loyalty.

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Your Branded
Mobile Apps /
Web
Powered By
Detects Consumer In-Store
Tao oF shop
Store-Assist App (In-Store)
PersonalizedPersonalizedPersonalizedPersonalized
PromotionsPromotionsPromotionsPromotions
Data Capture, Insights
Your Website Powered by Tao of Shop,
Facebook, Twitter
Tao of Shop Admin
Dashboard
Database
Publish, Sell, Reward
Customer Service & Assisted Selling
All-in-One Digital Solution, we provide you with :
• Your own branded mobile apps (Android, iPhone,
Mobile Web)
• Integrated webpages into your existing website
• Integration with your Facebook & Twitter pages
• Your own database, content and account mgmt
Consumer

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In-Store Web, Mobile & Social Media

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ADMIN DASHBOARD - POSTS
• Create once and publish to all - your Brand’s
Website, Facebook & Mobile Apps
• Embed coupons in posts to drive traffic and sales
to eShop or physical outlets
• Automatic notifications when customers are
near your outlets - Personalized Messages with
Coupons

51. Outlet 1
Outlet 2
51
• Detect and identify customers near stores using GPS
or / and in-store sensors
• Auto-push promotions near / upon entering
participating outlets, personalize based on :
• Location
• Consumer’s Profile *
• Transaction history *

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Paragon Outlet
Jurong Point Outlet
Sephora @ ION Orchard
Muji @ ION Orchard

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ADMIN DASHBOARD - eCOMMERCE
Create & manage your product catalogue across
your website and mobile apps
• Includes Payment Gateway, Orders Management
& Fulfilment
• Inventory Management
• Option to integrate with POS systems
• Easy collection in-store with Membership Card
• Orders Mgmt
• Inventory Mgmt

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• Virtual Membership Card on
Mobile app
• Points Tracking
• Seniority Badges & Ranks
• Customize Rewards / Loyalty
Program – Purchase &
Advocacy Actions
• Manage Rewards Points &
Redemption from Admin
Dashboard

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• Reward points with Purchase
at Point of Sale (POS)
• Manage Rewards
redemptions
Store-Assist App
Operated by Retail or Sales Staff at Outlets
• Identify customers – scan Virtual
Membership card
• Service Customers – access to
Details & Transaction history
• Manage Orders for Collection /
Delivery
• Coupon Validation
1
2 3

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Posts Coupons eShopMessages Rewards
Create, Publish &
Sell from a Single
Dashboard

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Acquire membership & Engage on digital &
Social Media
1
3 Engage consumers with QR Coded Ads /
Media Drive Traffic to Store
2 Locate Consumers near-by. Auto-push content
& Promotions to drive traffic into Store.

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Scans QR codes on Product
displays to view videos,
download brochures / Coupons
3
1
Detect individual consumer’s ID
when walking into your shop!
1
Earn Points for
Shares & Referrals
3
• Drive FootFall by Rewarding
consumer walk-ins.
2
Earn Points for
Shares & Referrals
4
Auto-Push Personalized promotions /
Coupons Based on each Consumer Profile
2
• Consumer Profile
• Transaction History
• Location

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Consumer Insights
on your Database !
Coupon Downloads, Content Views, Transactions,
Advocacy Actions, Locations
Personalize Content,
Promotions, Coupons,
etc.
Consumer Data & Tracking across
digital & store channels

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• Social
Content
• Coupons
• eCommerce
• Rewards
• Store Asst.
App
POS

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Full Digital Solution across
All channels
1
Identify & engage consumers
in-Store : increase
conversion rates
Gain consumer insights =
Personalization + Relevancy
3
2

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69. Click on this link to watch YouTube Video :
http://www.youtube.com/watch?v=eIPs1wungfg
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Contact us for a demo of our proprietary & patent-pending platform :
Adrian Teo
Founder & CEO
Pepperconn Pte. Ltd.
www.pepperconn.com
tel : 6509 5880 mobile : +65 821 821 97
email : adrian@pepperconn.com