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Mobile Engagement - Moving Beyond Transactions to Interactions
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Mobile Engagement - Moving Beyond Transactions to Interactions

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Not since the Internet have we seen a more disruptive technology to the retail landscape than mobile. With Nielsen projecting that smartphones will make up more than half of all phones in the U.S. by …

Not since the Internet have we seen a more disruptive technology to the retail landscape than mobile. With Nielsen projecting that smartphones will make up more than half of all phones in the U.S. by the end of 2011, the rise of the mobile-enabled shopper is rapidly growing. Consumers are using their mobile devices for product research, price comparison and purchases, with store associates now serving customers that may know more about the particular products offered inside the store than they do.

The democratization of mobile technologies has fundamentally shifted the ROI model for retailers. Smart phones are now commodities, wireless standards have simplified network configuration, and users have demanded best of breed interface design. This technology shift enables retailers to re-think their customer interaction model and equip associates with devices and data typically found behind the cash wrap to anywhere on the store floor. Mobile solutions empower the store associate with richer information to serve customers while delivering a more personalized, efficient interaction from point-of-interest to point-of-sale. In this session, learn about the key considerations for deploying mobile inside your stores, from stakeholder success to extending your existing POS infrastructure efficiently, effectively, and securely.

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  • 1. Moving Beyond Transactions to Interactions with Mobile Solutions
    Jerry Rightmer, President & CTO
  • 2. More than 50% of respondents who entered a store knowing what they wanted to buy left empty handed because they couldn’t find what they were looking for.
    Kurt Salmon Associates’ Consumer Outlook Survey
  • 3. Just yesterday we were asking ourselves how to make our websites as good as our stores, and now we’re working hard to get parts of our stores’ experience as good as our website.
    Glenn Senk, CEO, Urban Outfitters
    ©2011 Starmount Confidential
  • 4. The Way We Shop Has Changed Too…
    Shoppers Are Social
    Shoppers Are Mobile
    Shoppers Are Smarter
    Consumers, not retailers, are now in control
    of their shopping experiences
  • 5. Customers know more than your store associates
  • 6. 45% of customers with smartphones used them to perform due diligence on a store's prices.
    Phone-Wielding Shoppers Strike Fear Into Retailers
    Wall Street Journal, IDC Survey, December 15, 2010
  • 7. Retailer Toolbox
    Consumer Toolbox
  • 8. Mobile Price Comparison
  • 9. Mobile Couponing & Reward Applications
  • 10. Mobile-Enabled Social Shopping
  • 11. Google Everywhere
  • 12. Responding to the Digital Saavy Shopper
    A MULTI-CHANNEL WORLD. 78% of consumers today use two or more channels for a single transaction.
    RSR and ATG, 2010
    EVOLUTION OF POINT-OF-SALE. Nearly 20% of specialty retailers plan to replace traditional POS with mobile check-out in the next two years.
    IHL Group/RetailConnections 2010 Smartphone Study
    IT’S ABOUT RETAIL TOUCHPOINTS. More than 30% of retailers are planning to spend on mobile, clienteling, kiosk and self-service applications.
    Aberdeen, The Automated and Connected Store: Next Generation Shopping Experience, Nov. 2009
  • 13. Native Apps & Mobile Commerce
  • 14. Mobile Self-Checkout
  • 15. Extending the “Apple Store” Experience
  • 16. EngageCustomers With Personalized InteractionsIn-Store Mobile Selling
    Market Drivers
    Nearly 20% of specialty retailers plan to replace traditional POS with mobile check-out in the next two years.
    65% of retailers have identified mobility as a key point-of-sale focal point.
    Mobile Differentiators
    • Access to deeper product and customer information for more accurate selling
    • 17. Deliver product specs, inventory, customers ratings and reviews, plus suggestive selling tools at the sales associate's fingertips
  • Sell at the Point-of-Decision
    Product Search
    Product Comparison
    Product Details w/ Ratings & Reviews
    Cross-channel Inventory Lookup
  • 18. Interact With Your Customers
  • 19. Mobile Is NOT Just and Extension to POSor the web…
    CRM
    Product Suggestions
    Location Master
    Ratings and Reviews
    POS Controller
    Perpetual Inventory
    Product Master
    Digital
    Content
    Your eCommerce Site
    Online Ordering
  • 20. Closing Thoughts
    Help Your Customers Shop!
    Use the Two Best Resources You Have:
    Data
    • Open Your Enterprise
    • 21. Provide Consistent Information Everywhere
    People
    • Put Your People in the Aisle
    • 22. Equip Your Sales Associates with Mobile Tools
  • Questions?
    starmountsystems.com
    Twitter: @StarmountRetail

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