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#CCES14 
CONQUER 
THE 
FITTING 
ROOM 
Making 
The 
Most 
Of 
Your 
Most 
Valuable 
Real 
Estate 
Webinar 
Sponsored 
by 
Presented 
by
Welcome 
Webinar 
AEendees 
#CCES14
Follow 
This 
Webinar 
On 
TwiEer 
#CCES14 
#CCES14
About 
Retail 
TouchPoints 
ü Launched in 2007 
ü Over 28,000 subscribers 
ü To provide executives with 
relevant, insightful content 
across a variety of digital 
medium 
#CCES14 
Free subscription to our weekly newsletter: 
WWW.RETAILTOUCHPOINTS.COM/SIGNUP
#CCES14 
Conquer 
the 
FiJng 
Room 
– 
Make 
the 
Most 
of 
Your 
Most 
Valuable 
Real 
Estate 
Consistent 
Customer 
Experience 
Winning 
The 
BaEle 
Of 
Customer 
Service 
Vs. 
Task: 
OpPmizing 
The 
Customer-­‐Centric 
Payroll 
EquaPon 
Growing 
Revenue 
While 
Controlling 
Labor 
Cost 
CommunicaPon 
MaEers: 
Solving 
the 
Store 
ExecuPon 
Challenge 
Understand 
In-­‐ 
Store 
Shopper 
Behavior 
With 
Precise 
LocaPon 
AnalyPcs
#CCES14 
Panelists 
MODERATOR 
Debbie Hauss 
Editor-in-Chief 
Retail TouchPoints 
Brian Laney 
VP Sales 
Alert Tech 
Anne MacKenzie Kotraba 
Retail Consultant 
SMK Workforce Solutions
WE 
CARE 
(A 
LOT) 
ABOUT 
THE 
FITTING 
ROOM 
Alert 
Tech 
is 
20+ 
year 
old 
family 
run 
retail 
powerhouse. 
• We 
live 
at 
the 
juncPon 
of 
hardware, 
soware 
and 
data. 
• Fully 
customizable 
OEM 
#CCES14 
• Made 
in 
the 
USA 
(Houston, 
TX) 
• Our 
CEO 
Marge 
Laney 
is 
the 
industry's 
leading 
authority 
on 
transformaPonal 
technology 
and 
customer 
service 
processes 
centered 
on 
the 
in-­‐store 
fiJng 
room.
Our 
retail 
soluPons 
power 
over 
30,000 
fiJng 
rooms, 
and 
support 
over 
100,000,000 
customer 
engagement 
interacPons 
annually. 
#CCES14 
CLIENTS
NO 
ONE 
KNOWS 
MORE 
ABOUT 
THE 
FITTING 
ROOM 
We've 
shown 
many 
of 
the 
world's 
top 
apparel 
retailers 
that 
in-­‐store 
fiJng 
rooms 
are 
the 
most 
valuable 
square 
footage 
in 
retail. 
#CCES14
#CCES14 
RETAIL 
CHALLENGES 
RISE 
OF 
OMNICHANNEL 
• The 
internet 
and 
and 
mobile 
have 
unified 
the 
selling 
environment. 
Strategies 
must 
be 
unified 
and 
mulP-­‐faceted 
to 
win 
in 
the 
marketplace. 
VALUE-­‐DRIVEN 
SHOPPERS 
• Shoppers 
have 
adapted 
to 
economic 
pressures 
by 
showrooming 
and 
making 
fewer 
trips 
to 
malls, 
but 
spending 
more 
during 
each 
visit. 
RETURNS… 
THE 
SILENT 
KILLER 
• According 
to 
the 
NRF, 
Brick 
and 
Mortar 
apparel 
customers 
returned 
merchandise 
valued 
at 
$185.5 
billion 
in 
2009 
– 
nearly 
8% 
of 
total 
sales. 
• In 
2012, 
returns 
approach 
20%.
FACILITATE 
THE 
CONNECTION 
#CCES14 
• Show 
occupancy 
• Display 
acPve 
calls 
• Provide 
service-­‐ 
every 
Pme 
• Connect 
the 
associate
One 
Simple 
Truth 
– 
This 
is 
psychology 
#CCES14
NO 
BUYING 
DECISION 
IS 
FINAL 
UNTIL 
THE 
TRY-­‐ON 
IS 
COMPLETE 
– 
EITHER 
AT 
HOME 
OR 
IN 
THE 
FITTING 
ROOM. 
#CCES14
#CCES14
#CCES14 
WHAT 
WE 
MEASURE 
FiBng 
Room 
Visits 
What 
% 
of 
door 
traffic 
visits 
the 
FiJng 
Rooms? 
Customer 
Calls 
Will 
servicing 
customers 
in 
the 
FiJng 
Room 
result 
in 
more 
sales? 
Occupancy 
Time 
How 
does 
the 
length 
of 
each 
FiJng 
Room 
visit 
affect 
sales? 
Response 
Time 
How 
does 
staff 
response 
to 
service 
request 
impact 
sales 
and 
customer 
loyalty?
#CCES14 
• COACHABLE 
MOMENTS 
• ACTIONABLE 
INSIGHTS 
• MERGE 
WITH 
WORKFORCE 
SOLUTIONS 
DATAPULT
ROOM 
VALET 
EMPOWER 
THE 
IN-­‐STORE 
TABLET 
• CLEAR 
VISIBILITY 
• NEXT 
STEP 
CAPABILITY 
• DOOR 
KNOCKS 
AND 
WHITEBOARDS. 
#CCES14
Measurement 
#CCES14 
OperaPng 
Model 
Customer 
Experience 
Service 
Model 
ExecuPon 
Service 
Enhancements
#CCES14 
Q&A 
MODERATOR 
Debbie Hauss 
Editor-in-Chief 
Retail TouchPoints 
Brian Laney 
VP Sales 
Alert Tech 
Anne MacKenzie Kotraba 
Retail Consultant 
SMK Workforce Solutions
Understand 
In-­‐Store 
Shopper 
Behavior 
with 
Precise 
LocaPon 
AnalyPcs 
#CCES14 
Next 
Session 
WEDNESDAY 
• 
OCTOBER 
22ND 
AT 
2PM 
EST 
/ 
11AM 
PST 
PATRICK 
BLATTNER 
CPO 
-­‐ 
iInside 
ANNE 
MARIE 
STEPHENS 
VP, 
Retail 
Sales 
& 
Customer 
Development-­‐ 
iInside 
ERIN 
OLDERSHAW 
SMK 
Workforce 
SoluPons

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Rtp customer experience series 5 alert tech fv

  • 1. #CCES14 CONQUER THE FITTING ROOM Making The Most Of Your Most Valuable Real Estate Webinar Sponsored by Presented by
  • 3. Follow This Webinar On TwiEer #CCES14 #CCES14
  • 4. About Retail TouchPoints ü Launched in 2007 ü Over 28,000 subscribers ü To provide executives with relevant, insightful content across a variety of digital medium #CCES14 Free subscription to our weekly newsletter: WWW.RETAILTOUCHPOINTS.COM/SIGNUP
  • 5. #CCES14 Conquer the FiJng Room – Make the Most of Your Most Valuable Real Estate Consistent Customer Experience Winning The BaEle Of Customer Service Vs. Task: OpPmizing The Customer-­‐Centric Payroll EquaPon Growing Revenue While Controlling Labor Cost CommunicaPon MaEers: Solving the Store ExecuPon Challenge Understand In-­‐ Store Shopper Behavior With Precise LocaPon AnalyPcs
  • 6. #CCES14 Panelists MODERATOR Debbie Hauss Editor-in-Chief Retail TouchPoints Brian Laney VP Sales Alert Tech Anne MacKenzie Kotraba Retail Consultant SMK Workforce Solutions
  • 7. WE CARE (A LOT) ABOUT THE FITTING ROOM Alert Tech is 20+ year old family run retail powerhouse. • We live at the juncPon of hardware, soware and data. • Fully customizable OEM #CCES14 • Made in the USA (Houston, TX) • Our CEO Marge Laney is the industry's leading authority on transformaPonal technology and customer service processes centered on the in-­‐store fiJng room.
  • 8. Our retail soluPons power over 30,000 fiJng rooms, and support over 100,000,000 customer engagement interacPons annually. #CCES14 CLIENTS
  • 9. NO ONE KNOWS MORE ABOUT THE FITTING ROOM We've shown many of the world's top apparel retailers that in-­‐store fiJng rooms are the most valuable square footage in retail. #CCES14
  • 10. #CCES14 RETAIL CHALLENGES RISE OF OMNICHANNEL • The internet and and mobile have unified the selling environment. Strategies must be unified and mulP-­‐faceted to win in the marketplace. VALUE-­‐DRIVEN SHOPPERS • Shoppers have adapted to economic pressures by showrooming and making fewer trips to malls, but spending more during each visit. RETURNS… THE SILENT KILLER • According to the NRF, Brick and Mortar apparel customers returned merchandise valued at $185.5 billion in 2009 – nearly 8% of total sales. • In 2012, returns approach 20%.
  • 11. FACILITATE THE CONNECTION #CCES14 • Show occupancy • Display acPve calls • Provide service-­‐ every Pme • Connect the associate
  • 12. One Simple Truth – This is psychology #CCES14
  • 13. NO BUYING DECISION IS FINAL UNTIL THE TRY-­‐ON IS COMPLETE – EITHER AT HOME OR IN THE FITTING ROOM. #CCES14
  • 15. #CCES14 WHAT WE MEASURE FiBng Room Visits What % of door traffic visits the FiJng Rooms? Customer Calls Will servicing customers in the FiJng Room result in more sales? Occupancy Time How does the length of each FiJng Room visit affect sales? Response Time How does staff response to service request impact sales and customer loyalty?
  • 16. #CCES14 • COACHABLE MOMENTS • ACTIONABLE INSIGHTS • MERGE WITH WORKFORCE SOLUTIONS DATAPULT
  • 17. ROOM VALET EMPOWER THE IN-­‐STORE TABLET • CLEAR VISIBILITY • NEXT STEP CAPABILITY • DOOR KNOCKS AND WHITEBOARDS. #CCES14
  • 18. Measurement #CCES14 OperaPng Model Customer Experience Service Model ExecuPon Service Enhancements
  • 19. #CCES14 Q&A MODERATOR Debbie Hauss Editor-in-Chief Retail TouchPoints Brian Laney VP Sales Alert Tech Anne MacKenzie Kotraba Retail Consultant SMK Workforce Solutions
  • 20. Understand In-­‐Store Shopper Behavior with Precise LocaPon AnalyPcs #CCES14 Next Session WEDNESDAY • OCTOBER 22ND AT 2PM EST / 11AM PST PATRICK BLATTNER CPO -­‐ iInside ANNE MARIE STEPHENS VP, Retail Sales & Customer Development-­‐ iInside ERIN OLDERSHAW SMK Workforce SoluPons