Shopping Reinvented: Next-Generation Big Ticket Retail
âą
3 gefĂ€llt mirâą341 views
Thriving in today's Home FUrnishings retail market requires creativity, consistency, and most of all, customer engagement. This presentation takes a look at new ways HF retailers can leverage technology and connectivity to reach more shoppers in more compelling ways.
Empfohlen
Empfohlen
Weitere Àhnliche Inhalte
Was ist angesagt?
Was ist angesagt? (20)
Andere mochten auch
Andere mochten auch (20)
Ăhnlich wie Shopping Reinvented: Next-Generation Big Ticket Retail
Ăhnlich wie Shopping Reinvented: Next-Generation Big Ticket Retail (20)
KĂŒrzlich hochgeladen
KĂŒrzlich hochgeladen (20)
Shopping Reinvented: Next-Generation Big Ticket Retail
- 1. SHOPPING REINVENTED: NEXT-GENERATION BIG TICKET RETAILING
- 2. ONE OF TODAYâSGREATEST CHALLENGES⊠Rapidly Evolving Market ConditionsAre Changing the Way ConsumersSearch for, Evaluate, and Purchase Goods and Services âŠWILL DEFINE BIG TICKET RETAIL TOMORROW
- 3. The Average Consumer is Bombarded with 34GB of Data per Day The Average Consumer is Bombarded with 34GB of Data per Day Wal*Mart Databases are Estimated to be >2.5PB Wal*Mart Databases are Estimated to be >2.5PB Total Amount of Data in Existence in 2010 = ~1.2ZB Total Amount of Data in Existence in 2010 = ~1.2ZB Petabyte Megabyte | Gigabyte | Terabyte | Petabyte | Exabyte | Zettabyte | Yottabyte Zettabyte UNPRECEDENTEDSHOPPER DATA INTRO
- 4. ENGAGEMENT IS MANDATORY INTRO
- 5. ENGAGEMENT IS MANDATORY INTRO
- 6. SMARTPHONES REACH THE MAINSTREAM INTRO
- 7. Competitive shoppingâŠfrom inside your store INTRO
- 8. Shoppers are telling us they want to Shop Where they ConnectâŠand Connect Where they Shop âItâs all about meâ(and 10,000 of my closest friends) INTRO
- 9. SHOPPERS CONTINUE THEIR RELENTLESS MIGRATION ACROSS CHANNELS 1- Forrester Research 2009 $1Trillion in store sales will be influenced by the Internet in 20121 INTRO
- 10. ALL-CHANNEL IS THE NEW CROSS-CHANNEL INTRO
- 11. NEW TECHNOLOGIES + NEW EXPECTATIONS + NEW BEHAVIORS = A NEW RETAIL REALITY INTRO
- 12. NEW RULES FOR A NEW REALITY Big Ticket Retailers Must Aspire to Be⊠ERP Platforms Must Be⊠EVERYWHERE OMNIPRESENT Available anytime, anywhere customers choose to engage and interact. Able to deliver personalized & seamless experiences wherever the customer is. OMNIPOTENT CONNECTED Able to deliver consistent inventory, prices, and promotions relevant to each customer in every channel. Always aware of each customerâs unique history, choices, behaviors, and expectations. ADAPTIVE OMNISCIENT Constantly learning from customer behavior to anticipate needs, personalize experiences, stay relevant. Flexible enough to adapt to ever-changing technology, expectations, and market conditions. INTRO
- 13. 13 SHOPPING REINVENTED BACKGROUND Looking Ahead SHOPPING REINVENTED SOLUTIONS APPENDIX
- 14. âSâ IS FOR SOCIAL:SHARING, SERVICE, SHOPPING
- 15. Do You Have A Social Strategy? 99% of Surveyed Retailers Currently Have or Plan to Have a Facebook Fan Page1 1 - -eTailing Group and Power Reviews 2009 SOCIAL
- 16. Do You Have A Social Strategy? 91% of Surveyed Retailers Currently Plan to Use Twitter for Status Updates by 2011 Twitter.com/EscalateRetail 1 - -eTailing Group and Power Reviews 2009 SOCIAL
- 17. Do You Have A Social Strategy? SOCIAL
- 18. SOCIAL IS FOR SHARING Your Message, YOUR PROMOTIONS, YOUR CATALOG SOCIAL
- 19. SOCIAL IS FOR SHARING THEIR OPINIONS, THEIR PURCHASESâŠTHEIR QUESTIONS SOCIAL
- 20. SOCIAL IS FOR SHARING THEIR OPINIONS, THEIR PURCHASESâŠTHEIR QUESTIONS SOCIAL
- 21. SOCIAL IS FOR SUPPORT @ Twitter is a lightning-fast platform that can help sift through and solve problems quickly @ Customer service via Twitter often takes less time and less money than a call center call @ Twitter is one of the most viral platforms around, which can turn one happy customer into an international story FASTER, CHEAPER, MORE VISIBLE ANDâŠGOOD FOR YOUR BRAND??? SOCIAL
- 22. SOCIAL IS FOR SHOPPING Shoppers expect us to leverage their networks to create Social Shopping experiences: User Reviews, Shop Together, Deal Feeds, Group Buys, Popularity Lists, Auctions, Social Network Storefronts, Share-With-Your-Network, etc. SOCIAL SHOPPING (noun)Combining E-COMMERCE AND TRADITIONAL SHOPPING IN A SOCIAL Networking ENVIRONMENT SOCIAL
- 23. SOCIAL IS FOR SHOPPING SOCIAL SHOPPING (noun)Combining E-COMMERCE AND TRADITIONAL SHOPPING IN A SOCIAL Networking ENVIRONMENT SOCIAL
- 24. Home DĂ©cor Yes I do! Plenty of room for my remote controls! I gave it a âtest runâ in the store â very comfortable! Great! Go ahead and order it! SOCIAL
- 25. SOCIAL IS SYNONYMOUS THE WEB IS NOW CONNECTED IN A FAR MORE COHESIVE WAY SOCIAL
- 26. SOCIAL IS CATCHING ON WITH THE BIGGEST HF COMPANIES⊠SOCIAL
- 28. Objectives: What are you trying to achieve? Is it about listening, talking, or energizing? How will you measure it?
- 29. Strategies: What will it look like when you're done? Start with the end in mind and visualize how customer relationships will change.Â
- 30. Technologies: What are the tools you plan to use? Hint: Don't pick the tools first.SOCIAL
- 31. MAKING GOOD ON THE POTENTIAL OF MOBILITY
- 32. SMARTPHONES ARE FAST BECOMING DOMINANT WEB ACCESS DEVICE * 2013 Cell phones will be the most common device used for browsing the web Browser-equipped phones:1.83 billion PCâs & other âold fashionedâ computers: 1.78 billion 2015 Cell phones will become the majority of the worldâs primary browsing device *Source: Gartner Research MOBILE
- 33. 48% Of consumers with the ability to download applications to their mobile phones have downloaded shopping applications* * Thomas/Ferrous Inc. and Q&A Research MOBILE
- 35. Promotions
- 36. Contests
- 37. Special OffersAshley Furniture (Carolinas)~$122 in Revenue for Every Dollar Spent on SMS âSecret Saleâ Campaign. MOBILE
- 39. Promotions
- 40. Contests
- 43. QR CODE SCANNING MAKES MOBILE BROWSING EASY Quick ResponseCodes are beginning to get a foothold in North America Cameras on cell phones read the QR code and navigate browser to a designated URL Eliminating clumsy typing of long URLs QR Code TEXAS STADIUM, WORLDâS LARGEST HDTV MOBILE
- 44. MICROSOFT TAG: TAKING QR CODES TO ANOTHER LEVEL New design readable by lesser cameras installed in cell phones Cameras can read very small tags Preserving expensive catalog real estate Only the serial# is actually embedded in the Tag Opens up exciting analytics possibilities Microsoft Tag MOBILE
- 45. BRINGING TO LIFE â WHEREVER CUSTOMERS ARE BROWSING PRODUCTS Ralph Lauren: Ran a series of ads promoting exclusive US Open Tennis apparel that linked readers to product information and opportunities to purchase on their phone MOBILE
- 46. BRINGING TO LIFE â WHEREVER CUSTOMERS ARE BROWSING FEATURES Ford Taurus: Leading users to a site featuring six different video clips explaining the exciting aspects of Taurusâ new technology MOBILE
- 48. Customer Reviews
- 54. Loyalty Status
- 55. Related Items and Cross-Sells
- 56. Social NetworkingPOCKET KIOSK MOBILE
- 57. CASE STUDY: SIMMONS BRINGS THEIR PRODUCTS TO LIFE IN SHOWROOMS Simmons: Now places QR Codes on merchandise and produced mobile-friendly content to enrich the showroom shopping experience. MOBILE
- 58. IMAGINE THE POSSIBILITIES IN YOUR SHOWROOMSâŠA QUICK LOOK MOBILE
- 59. GETTING STARTED:WHAT YOU CAN DO TODAY Investigate your customersâ adoption of mobile phones as shopping tools Start small and capture phone numbers Contests, rewards, etc. Service updates Understand how easily your systems can expose key data elements Inventory Sales Order Status Customer MOBILE
- 60. AUGMENTED ADVERTISING AND MARKETING
- 61. ADDING LIFE TO PRINTâŠBY ADDING DIMENSION Augmented RealityBringing print media to life How it WorksA camera âreadsâ information thatâs on a physical object and converts it into digital content that it lays over the real-world image that the camera has recorded A/R
- 62. PUBLISHERS HAVE BEGUN AUGMENTING⊠A/R
- 63. AND SEVERAL BIG BRANDS HAVE BEGUN AUGMENTING⊠A/R
- 64. AUMENTED REALITY TEST DRIVES BMW Z4 âROAD ARTâ A/R
- 65. AUMENTED REALITY TEST DRIVES Well-coordinated cross-channel campaign Lots of âsizzleâ High novelty factor Extremely engaging experience A/R
- 66. AUGMENTED REALITY AT WORK⊠SELLING FURNITURE Letâs Take A Look at a Recent Wal-Mart Ad for Teen Bedroom Furnishings A/R
- 67. AUGMENTED REALITY AT WORK⊠SELLING FURNITURE A/R
- 68. MOBILE DEVELOPERS HAVE BEGUN AUGMENTING, TOO A/R
- 69. MYDECO.COM: 75,000 ITEMS IN AN A/R CATALOGUE FOR iPHONE A/R
- 70. A/R
- 71. YELP:TAKING A/R TO THE STREETS A/R
- 72. IMAGINE THE POSSIBILITIES WITH YOUR BRAND⊠(754 Reviews) Slumberland Furniture, Lincoln NE SAME DAY DELIVERY On All Purchases Before 6:00 p.m. What if we applied similar technology to furniture retail? ULTIMATE SALE! JUST ARRIVED Through Labor Day! New Natuzzi Leather Collections A/R
- 74. BIG TICKET RETAILERS ARE REINVENTING SHOPPING⊠CLOSING
- 75. 2,016 Followers 1,376 Fans http://2modern.com 10,000 Readers 2modern CLOSING
- 76. THE TIME TO EXPLOIT THOSE OPPORTUNITIESâŠIS NOW Market conditions, technology, connectivity are clearly working together to change consumer expectations and behaviors Itâs time to take stock of our strategies and look for ways to evaluate, exploit, and expand the opportunities inherent in todayâs rapidly evolving consumer landscape⊠REINVENT SHOPPING CLOSING
- 78. ADAPTIVEWarehouses Suppliers & 3PL Stores CLOSING
- 79. WHAT WILL WE BE TALKING ABOUT NEXT YEAR? SHOPPING CLOSING
Hinweis der Redaktion
- Evolving consumer lifestyles, ubiquitous connectivity, and the furious pace of technology are converging to forever change the way consumers search for, evaluate, and purchase goods and services
- Average person is bombarded with 34GB of data per dayWal*Mart databases are estimated to be >2.5PBTotal amount of data in existence in 2010 = ~1.2ZBChallenge to store and manage all that data; Opportunity to leverage the data into actionable information. Challenge that customers expect us to put that data to use to enhance their shopping experiences.
- Forrester Research predicts there will be 150,000,000 Smartphone subscribers in the US by the end of next year.The time to understand what that means â and how to take advantage of the opportunity â is now.
- Facebook now reaches over 400M users. The fastest growing segment is 55-65 year old women. Social networking is clearly spanning generations of our customers, and study after study tells us that they want to shop where they connectâŠand connect where they shop.
- 24/7/365 takes on new meaning as consumers are forever wired, constantly connected, and always ready to shopNike iPod Sport KitYelp MonocleWoot.comPlayStation StoreeBay MobileMobil Speed PassKindle
- Business as usual is no longer acceptable. Stores are no longer the sole driver of our businesses. Rather, they are one of ânâ ways consumers expect us to reach them and interact. Consumers are demanding change, and will reward BT businesses that adapt with them. During our session today we will share ideas, tools and technologies that may spark ideas to help you meet their demands for change and possibly help you reinvent shopping for your customers. Some of the ideas are âtodayâ ideas, and some may âor may not be -- be âtomorrowâ ideas. But we think all of them are, at a minimum, thought-provoking.Along the way weâll try to give you insight how to add some of the âtodayâ ideas to your strategy and we hope you find value in our content and also hope you have a little fun with us along the way.
- Letâs think about some of the major tenants of good customer service and how they relate to Twitter:Problem resolution: The main goal of customer service is to help someone resolve their issues. While phone conversations can help solve problems, wait times do not. Twitter is a lightning-fast platform that can help sift through and solve problems quickly. If itâs a small issue, a single tweet may be enough. For a more complex problem, the brand can initiate a deeper conversation with the customer.Cost reduction: Customer service via Twitter often takes less time and a lot less money than a call center call. With Twitter, itâs necessary to be short and to the point, which reduces the time needed to solve each problem.Positive brand image: Great customer service gets talked about, and this can lead to more sales and more attention. Twitter is one of the most viral platforms around, which can make one happy customer into an international story.
- Social Shopping Can Be Defined in Many Ways.From simple things like User Reviews and Group Deal sites (e.g. Groupon) to âShop with Meâ and ultimately shopping while in network.Wet Seal is a great example of leveraging friend networks to enable collaborative shopping . Nine West, Charlotte Russe and several others actually present e-commerce capabilities inside Facebook.
- Social Shopping Can Be Defined in Many Ways.From simple things like User Reviews and Group Deal sites (e.g. Groupon) to âShop with Meâ and ultimately shopping while in network.Wet Seal is a great example of leveraging friend networks to enable collaborative shopping . Nine West, Charlotte Russe and several others actually present e-commerce capabilities inside Facebook.
- Imagine the potential. Amazon can recommend films for you to buy based on what youâve been looking up on IMDB, Pandora in turn can play music youâll like based on your friendsâ Amazon purchases. Suddenly the web is connected in a far more cohesive way than has ever been possible before. Some of it will be used to promote products to you but there will be a lot of scope for developers to create amazing, new, social services that feed deep into your social graph.
- Itâs time to take mobile seriously.Your customers certainly have.
- IKEA saw an average user response of 5.21 percent via the in-store Bluetooth post, the application was requested by SMS in-store a total of 6,800 times, and the IKEA PS microsite saw a unique user base of 15 percent