4. #RSPS15
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8. HER JOURNEY WITH YOU
• How do we get her to the
store
• And then through the door
• And then to have a perfect
experience
• And then to make the most of
her visit
• And then to come back again
9. HER JOURNEY WITH YOU
To the
Store
Through the
Door
Op=mize the
Experience
Make the
Most from
Her Visit
Get her Back
Again
To the
Store
How do I drive
Capture Rate?
How do I
Measure
Opera=onal
Efficiency?
How do I
Increase
Basket Size?
Can I Drive
Loyalty and
Get Her Back
Again?
10. BEST PRACTICES
• Test and Control Panels
• Pre and Post Measurements
• Isolate Tests for Best Results
• Iterate – make changes fast
• Incorporate Point of Sale Data
• Incorporate other relevant data
• Big data meets small data
• Keep the data flowing
• Automa4c repor4ng
• Cross func4onal input
11. OUTSIDE THE STORE
Ques#ons
1. What are my shopper’s behaviors leading up to
“in the store experience”?
2. Is my window strategy effec4ve?
3. What’s my driving the performance of my
marke4ng programs?
What to Measure
1. Passby Traffic
2. Views into Windows
3. Dwells at Windows
4. Mall Traffic (or other Passby Traffic)
5. Marke4ng Contribu4on
6. Cross Mall/Loca4on Spend
7. Geo-loca4on Data
How to Measure
12. THROUGH THE DOOR
How to Measure
Ques#ons
1. What is driving my sales performance?
2. Are my shoppers the same as my buyers?
3. What is the immediate reac4on of my customer
to my store environment?
What to Measure
1. Entrance Traffic
2. Capture Rate
3. Dwell Exposure and Engagement
at Front Forward Area of Store
4. Demographic Breakdowns
5. New vs. Repeat Customers
6. Visit Dura4on
13. IN THE STORE
The Experience
How to Measure
Ques#ons
1. Where are my points of fric4on in the store?
2. Is my store easy to navigate?
3. Which areas (departments, fixtures, etc.) of my store
are traffic drivers vs. purchasing drivers?
What We Measure
1. Traffic, Dwell, Exposure and Engagement by Area,
Fixture, or Display
2. Dwell Conversion
3. Mobile POS Loca4on Metrics
4. Queue Metrics
5. Fihng Room/Service Area Traffic and Metrics
6. Staffing Aligned to Service Areas
7. Merchandising Op4miza4on
14. IN THE STORE
The Shopper
How to Measure
Ques#ons
1. How do I give my shoppers the right informa4on to
become buyers?
2. What is the shopper’s journey throughout my store?
3. How do I know how loyal my customers are?
What We Measure
1. New vs. Repeat Customers
2. Dura4on in Store
3. Mobile Browsing Pakerns
4. Interac4on Metrics
5. Training System Metrics
6. Beacon Interac4on Metrics
7. Understanding of Full Path
8. Full Path Segmenta4on