0
Closing(the(Consumer(
Expecta4on(Gap:((
Enabling(Mobile(POS(
WEBINAR&&
SPONSORED&BY&

#mPOS&
Panelists&

Nick D’Alessio

Global Practice Leader – Retail
Zebra Technologies

Todd Berner

VP- Retail Solutions
Zebra Te...
CLOSING THE
CONSUMER
EXPECTATION GAP
ENABLING MOBILE POS
THE RETAIL INDUSTRY IS CHANGING… A LOT
• 

To survive and grow, we must focus on the retail
customer, and how we enhance t...
THINGS ARE CHANGING AND
RETAILERS ARE TRYING TO CATCH UP

65% >76
%

46%
use mobile to
research prices
before making a
pur...
A NEW BREED OF SHOPPER HAS EVOLVED:
THE CONNECTED CONSUMER

New Technologies

Social Influence

Enhanced Connectivity

Tec...
THESE CHANGES CREATE A NEW RETAILER
REALITY
Omni-Channel Integration

Capitalize on Social with Demonstrated ROI

Retailer...
RESULT: CONSUMER EXPECTATION GAP

Consumer
Expectations

Retailers’
Reality

"  Ability to interact with retailer
anywhere...
RETAILERS MUST CLOSE THE CONSUMER
EXPECTATION GAP THROUGH:

Personalized customer
engagement
Unique
customer insights
Effi...
MOBILE POINT OF SERVICE ENABLES
PERSONALIZED CUSTOMER ENGAGEMENT
• 

Requires real solutions – not just point products

En...
WHY SHOULD RETAILERS CONSIDER MPOS
NOW?
• 
• 
• 

• 

• 

Migration to EMV is creating urgency for merchants to upgrade pa...
ZEBRA COMMERCE
ZEBRA’S RETAIL SOLUTION STACK
Hardware

Zebra
Commerce
Integrate &
Customize

Software

•  Zebra Commerce™ ...
ZEBRA COMMERCE APPS:
SET THE STAGE FOR ALIGNMENT
Stock Room
Mgr

Shoe
Locator /
Item
Locator

Returns /
MOS

Cycle
Counts
...
ZEBRA COMMERCE - EFFICIENCY
Application Suite
•  In-Store Mobile Productivity
•  Improve Price Control
including Activatio...
ZEBRA COMMERCE - ENGAGEMENT
•  Engagement Solutions

• 
• 
• 
• 
• 

Sales Suggest
Item Search
Sales Request (Locator)
Sho...
ZEBRA COMMERCE - MOBILE PAYMENT
HARDWARE

Receipt
Printing

SOFTWARE

SOFTWARE

HARDWARE

Mobility
Applications

Mobile
Pa...
WHY CUSTOMERS BUY
ZEBRA COMMERCE
•  Domain Expertise
–  in Retail
–  in Mobility

•  Breadth of Solutions – Efficiency, En...
Thank&you&for&a9ending!&
You&can&view&or&download&&
the&presentaLon&here:&
&

h<p://rtou.ch/enablempos(
&

#mPOS&
Closing The Consumer Expectation Gap: Enabling Mobile POS
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Closing The Consumer Expectation Gap: Enabling Mobile POS

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Today's retailers labor under a consumer expectation gap between what buyers demand and what retailers can actually deliver. This presentation will show retailers how to use solutions such as Mobile POS to close that gap and deliver a true omnichannel experience.

During the presentation, Nick D’Alessio and Todd Berner discussed the trends driving this gap, how retailers are coming up on short on delivering expected value, and how they can use existing solutions to close the gap.

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Transcript of "Closing The Consumer Expectation Gap: Enabling Mobile POS"

  1. 1. Closing(the(Consumer( Expecta4on(Gap:(( Enabling(Mobile(POS( WEBINAR&& SPONSORED&BY& #mPOS&
  2. 2. Panelists& Nick D’Alessio Global Practice Leader – Retail Zebra Technologies Todd Berner VP- Retail Solutions Zebra Technologies MODERATOR Debbie Hauss Editor-in-Chief Retail TouchPoints #mPOS&
  3. 3. CLOSING THE CONSUMER EXPECTATION GAP ENABLING MOBILE POS
  4. 4. THE RETAIL INDUSTRY IS CHANGING… A LOT •  To survive and grow, we must focus on the retail customer, and how we enhance the shopping experience and drive efficient store operations •  We must continually re-evaluate how our business succeeds, and adapt to change •  “Decline can be avoided. Decline can be detected. Decline can be reversed” -Jim Collins Zebra Confidential
  5. 5. THINGS ARE CHANGING AND RETAILERS ARE TRYING TO CATCH UP 65% >76 % 46% use mobile to research prices before making a purchase. 74% rely on social networks to guide purchase decisions. Zebra Confidential of consumers report that a digital brand experience has changed their opinion (either positively or negatively) about a brand or the products and services a brand offers. year over year growth in the number of mobile users utilizing their phones to access retail sites.
  6. 6. A NEW BREED OF SHOPPER HAS EVOLVED: THE CONNECTED CONSUMER New Technologies Social Influence Enhanced Connectivity Technology Adoption Growth Zebra Confidential Connected Consumer
  7. 7. THESE CHANGES CREATE A NEW RETAILER REALITY Omni-Channel Integration Capitalize on Social with Demonstrated ROI Retailer Reality Leverage Mobile to Drive Sales Exploding Volumes of Customer Data Zebra Confidential
  8. 8. RESULT: CONSUMER EXPECTATION GAP Consumer Expectations Retailers’ Reality "  Ability to interact with retailer anywhere anytime "  Dated or non-existent wireless infrastructure "  Personalized shopping experience "  Antiquated POS and inventory systems "  Consistent experience across channels "  Fragmented experiences across channels "  Informed store associates available to help "  Staffing pressure with no real time access to information "  Digital access to self-service, when wanted Zebra Confidential "  Inflexible analog in-store environment
  9. 9. RETAILERS MUST CLOSE THE CONSUMER EXPECTATION GAP THROUGH: Personalized customer engagement Unique customer insights Efficient operations Storefront & back office While maintaining focus on the retail fundamentals: Attract new customers Zebra Confidential Convert them to buyers Keep them coming back Maintain profitability Reduce risk
  10. 10. MOBILE POINT OF SERVICE ENABLES PERSONALIZED CUSTOMER ENGAGEMENT •  Requires real solutions – not just point products Enabling Hardware •  Strategic Application Software Has two sides to the solution set: •  Customer enablement – i.e. •  Mobile payment •  Comparison shopping •  Coupons •  Retailer empowerment •  •  •  •  Zebra Confidential Mobile payment acceptance Assisted selling Flexible store layout Lower capital investment Integration & Implementation Services
  11. 11. WHY SHOULD RETAILERS CONSIDER MPOS NOW? •  •  •  •  •  Migration to EMV is creating urgency for merchants to upgrade payment acceptance technology (U.S. specific) Consumer adoption of smartphones and rise of mobile wallets is propagating the popularity of mobile transactions (and raising shopper expectations) Shift of revenue to eCommerce channels is forcing brick and mortar retailers to innovate to combat showrooming and create a differentiated experience by emphasizing live customer service and reducing friction at checkout Continued movement away from cash currency coupled with a heightened awareness of fraud risk places pressure on field service providers to accept payments real time and on-the-go, without having to lift credit card information As commerce moves toward omnichannel, so do business analytics, consumer apps, and marketing campaigns; payments complete the cycle. Zebra Confidential
  12. 12. ZEBRA COMMERCE ZEBRA’S RETAIL SOLUTION STACK Hardware Zebra Commerce Integrate & Customize Software •  Zebra Commerce™ brings hardware, software, & services together to meet customer’s retail & commerce needs •  The solution addresses four key areas: Customer Engagement, Operational Efficiency, Management Insight, and Mobile Payment Zebra Confidential Engagement Efficiency Payment Insight Services
  13. 13. ZEBRA COMMERCE APPS: SET THE STAGE FOR ALIGNMENT Stock Room Mgr Shoe Locator / Item Locator Returns / MOS Cycle Counts Escorted Shopper Shipping/ receiving Mobile POS (Checkout) Mobile Payment Delivery Price Management PCK-E Kiosk ESL (Display Data / ZBD) Mobile Payment 17 Zatar Zebra Confidential LinkOS Location Mobile Usage
  14. 14. ZEBRA COMMERCE - EFFICIENCY Application Suite •  In-Store Mobile Productivity •  Improve Price Control including Activation •  Improve Inventory Accuracy and Availability •  Implement Specialty Solutions Services •  Migrate Legacy Mobility Solutions •  Integrate with Multiple IT Systems •  Ongoing Level 3 Support Zebra Confidential •  •  •  •  Mark-Downs Price Activation Re-ticketing Price Changes •  Picking •  Put-away •  Location Mgmt •  •  •  •  Cycle Counts Receiving Transfers MOS •  •  •  •  •  Price Checker Gift Registry Store Ordering Alerts Proof –of-Delivery
  15. 15. ZEBRA COMMERCE - ENGAGEMENT •  Engagement Solutions •  •  •  •  •  Sales Suggest Item Search Sales Request (Locator) Shoe Locator Mobile Checkout / POS •  ESL / Digital Signage Zebra Confidential –  Assisted Selling with Sales Suggest •  Upsell •  Recommend –  Item Search •  In-store inventory •  Endless Aisle –  Sales Request / Locator / Shoe Locator •  Task Manager to Manage & Pick Stock Room Product & Bring to Customer –  Electronic Shelf Tags / Digital Signage (ZBD Investment)
  16. 16. ZEBRA COMMERCE - MOBILE PAYMENT HARDWARE Receipt Printing SOFTWARE SOFTWARE HARDWARE Mobility Applications Mobile Payment Gateway Credit Card Payment Hardware SERVICES • Integration • Customization • Maintenance Zebra Confidential 20 • Customer Service • Project Mgmt • Key Injection
  17. 17. WHY CUSTOMERS BUY ZEBRA COMMERCE •  Domain Expertise –  in Retail –  in Mobility •  Breadth of Solutions – Efficiency, Engagement, Insight, Payment •  Experience in Integrating Legacy Systems •  Hardware Agnostic –  Mobile Computing –  Payment hardware •  Attacked Payment as a Solution –  Allows merchant to maintain existing banking relationships –  Built for MSR to EMV - credit and pin debit •  Secure –  Payment: PCI-PTS application, EMV Level 2 kernel –  Applications: SSL 128bit for core apps •  Lower TCO– not cost effective to create & maintain these applications from scratch Zebra Confidential
  18. 18. Thank&you&for&a9ending!& You&can&view&or&download&& the&presentaLon&here:& & h<p://rtou.ch/enablempos( & #mPOS&
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