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.
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. 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. A NEW BREED OF SHOPPER HAS EVOLVED:
THE CONNECTED CONSUMER
New Technologies
Social Influence
Enhanced Connectivity
Technology Adoption Growth
Zebra Confidential
Connected
Consumer
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. 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. 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. 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. 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.
13. 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
14. 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
15. 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