S A K S
M O B I L E

BUILDING AN OMNI RELATIONSHIP
Roger  Scholl  Bio	
•  Vice  President  of  Web  Operations  at  Saks  
Fifth  Avenue	
O G E R
R
•  Oversees  the  Digital...
Jordan  Lustig  Bio	
Roger  Scholl  Bio	

•  Director  of  Product  Management  at  Saks  
• Fifth  Avenue	
Vice  Presiden...
 
S A K S
F I F T H
A V E N U E
41 STORES
LAUNCHED SAKS.COM IN 2000
Intro  to  Saks	
	
  

V I D E O

•  Facts  about  saks  and  saks.com	
•  Video  about  Saks
S A K S
O M N I
S T R A T E G Y
S A K S
O N M I
M N
S T R A T E G Y
PEOPLE

IN-STORE
EXPERIENCE

SEAMLESS
OMNI-CHANNEL
CUSTOMER
EXPERIENCE

MERCHANDISE
& ...
S A K S
O M N I
S T R A T E G Y
C H A N N E L S
WHERE WE ARE TODAY

2 0 1 0
LAUNCHED MOBILE
M.SAKS.COM
C H A N N E L S
WHERE WE ARE TODAY

2 0 1 1
LAUNCHED IOS APPS
IPHONE & IPAD
C H A N N E L S
WHERE WE ARE TODAY

2 0 1 2
FIND IN STORE
SHIP FROM STORE
STORE WIFI
M . S A K S
G R O W T H
DEMAND

600%

ORDERS

800%

CONVERSION

400%

VISITS

80%
I O S
A P P S
G R O W T H
TOTAL DOWNLOADS

800,000+
I P A D
S I T E
G R O W T H
15% OF REVENUE
99% OF ALL TABLET VISITS ARE IPADS
M O B I L E
M.SAKS.COM
M.SAKS.COM • CHECKOUT
M.SAKS.COM • REFINEMENTS
M.SAKS.COM • FLASH SALES
M O B I L E
IOS APPS
IOS APP
IOS APP • BARCODE SCANNER
IOS APPS • LOOKBOOKS
IOS APPS • EDITORIAL VIDEOS
IOS APPS • RUNWAY VIDEOS
IOS APPS • REVIEWS
IOS APPS • FIND IN STORE
IOS APPS • INTERNATIONAL
IOS APPS • GIFTLIST
I P A D

S I T E
IPAD SITE • DEV ADAPTATION
IPAD SITE • EDITORIAL / HOTSPOTS
IPAD SITE • WAITLIST
IPAD SITE • FIND IN STORE
 
S T O R E
A S S O C I A T E S
I O S
A P P S
S T O R E
W I F I
B A C K E N D
C H A N N E L S
WHERE WE ARE TODAY

STORE
FULFILLMENT

MY
SALES

FIND
IT
t	

MOBILE
CLIENTELING
CCA

MOBILE
...
B A C K E N D
C H A N N E L S
WHERE WE ARE TODAY

STORE
FULFILLMENT

MY
SALES

FIND
IT
t	

MOBILE
CLIENTELING
CCA

MOBILE
...
B A C K E N D
C H A N N E L S
WHERE WE ARE TODAY

STORE
FULFILLMENT

MY
SALES

FIND
IT

MOBILE
CLIENTELING
CCA

MOBILE
POS
B A C K E N D
C H A N N E L S
WHERE WE ARE TODAY

STORE
FULFILLMENT

MY
SALES

FIND
IT

MOBILE
CLIENTELING
CCA

MOBILE
POS
B A C K E N D
C H A N N E L S
WHERE WE ARE TODAY

STORE
FULFILLMENT

MY
SALES

FIND
IT

MOBILE
CLIENTELING
CCA

MOBILE
POS
S T O R E
F U L F I L L M E N T
STORE FULFILLMENT
STORE FULFILLMENT
STORE FULFILLMENT
STORE FULFILLMENT
M Y

S A L E S
ASSOCIATE SALES
MERCHANDISE SALES
ACCOUNTS & EMAILS
Mobile  POS	
•  Roger  to  send  bullets  and  screen  shots	

M O B I L E
P O S
MOBILE POS
MOBILE POS
MOBILE POS
M O B I L E
C L I E N T E L I N G
C A M E R A
	
	
	

ALLOWS ASSOCIATES TO PHOTOGRAPH
MERCHANDISE AND SHARE WITH CLIENTS
IPADS ON THE SELLING FLOOR
M A P S
	
	
	

ALLOWS ASSOCIATES TO GIVE
CLIENTS DIRECTIONS
IPADS ON THE SELLING FLOOR
P H O T O S
	
	
	

ALLOWS ASSOCIATES TO EMAIL
CLIENTS PHOTOGRAPHS
IPADS ON THE SELLING FLOOR
E - B O O K S
DOCUMENTS / PDFS IN LIBRARY
	
	
	

IPADS ON THE SELLING FLOOR
SAKS STORE WEBSITE
CCAMBASSADOR
SAKS POV
STYLE.COM
	
	
	

IPADS ON THE SELLING FLOOR • LINKS & APPS
SAKS FACEBOOK
SAKS TWITTER
GOOGLE TRANSLATOR
	
	
	

IPADS ON THE SELLING FLOOR • LINKS & APPS
MOBILE CLIENTELING
MOBILE CLIENTELING
MOBILE CLIENTELING
MOBILE CLIENTELING
MOBILE CLIENTELING
MOBILE CLIENTELING
MOBILE CLIENTELING
MOBILE CLIENTELING
Driving  Engagement	
•  How  are  we  engaging  users  in  the  mobile  
channel	

D R I V I N G
E N G A G E M E N T
MOBILE FRIENDLY EMAIL TEMPLATES
PUSH NOTIFICATIONS • SMS ALERTS
PASSBOOOK
iOS  Updates	
•  Deliver  new  features	
•  Content  Updates	
 O
I
•  Keep  things  fresh	
 A
U P D

S
T E S

DELIVER NEW ...
Takeaways	
•  T A K E A W A Y
Jordan  and  Roger  to  supply  content	
EMBRACE TECHNOLOGY
CHANGE STORE CULTURE
ALLOW 24/7 ...
T H A N K

Y O U
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Saks Mobile Omni Relationship 2013

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Saks Mobile Omni Relationship 2013

  1. 1. S A K S M O B I L E BUILDING AN OMNI RELATIONSHIP
  2. 2. Roger  Scholl  Bio •  Vice  President  of  Web  Operations  at  Saks   Fifth  Avenue O G E R R •  Oversees  the  Digital  Product  Management,   S C H O L L Merchandise  Operations,  and  Quality   Assurance  functions. VICE PRESIDENT OF WEB OPERATIONS
  3. 3. Jordan  Lustig  Bio Roger  Scholl  Bio •  Director  of  Product  Management  at  Saks   • Fifth  Avenue Vice  President  of  Web  Operations  at  Saks   Fifth  Avenue R D A N •  Manages  the  digital  Product  Management   J O • office  and  customer  experience  on   Oversees  the  Digital  Product  Management,   L U S T I G Merchandise  Operations,  and  Quality   saks.com,  the  new  saksoff5th.com  and   Assurance  functions. Saks’  mobile  channels. DIRECTOR OF PRODUCT MANAGEMENT
  4. 4.   S A K S F I F T H A V E N U E 41 STORES LAUNCHED SAKS.COM IN 2000
  5. 5. Intro  to  Saks   V I D E O •  Facts  about  saks  and  saks.com •  Video  about  Saks
  6. 6. S A K S O M N I S T R A T E G Y
  7. 7. S A K S O N M I M N S T R A T E G Y PEOPLE IN-STORE EXPERIENCE SEAMLESS OMNI-CHANNEL CUSTOMER EXPERIENCE MERCHANDISE & INVENTORY MANAGMENT MARKETING & CREATIVE
  8. 8. S A K S O M N I S T R A T E G Y
  9. 9. C H A N N E L S WHERE WE ARE TODAY 2 0 1 0 LAUNCHED MOBILE M.SAKS.COM
  10. 10. C H A N N E L S WHERE WE ARE TODAY 2 0 1 1 LAUNCHED IOS APPS IPHONE & IPAD
  11. 11. C H A N N E L S WHERE WE ARE TODAY 2 0 1 2 FIND IN STORE SHIP FROM STORE STORE WIFI
  12. 12. M . S A K S G R O W T H DEMAND 600% ORDERS 800% CONVERSION 400% VISITS 80%
  13. 13. I O S A P P S G R O W T H TOTAL DOWNLOADS 800,000+
  14. 14. I P A D S I T E G R O W T H 15% OF REVENUE 99% OF ALL TABLET VISITS ARE IPADS
  15. 15. M O B I L E M.SAKS.COM
  16. 16. M.SAKS.COM • CHECKOUT
  17. 17. M.SAKS.COM • REFINEMENTS
  18. 18. M.SAKS.COM • FLASH SALES
  19. 19. M O B I L E IOS APPS
  20. 20. IOS APP
  21. 21. IOS APP • BARCODE SCANNER
  22. 22. IOS APPS • LOOKBOOKS
  23. 23. IOS APPS • EDITORIAL VIDEOS
  24. 24. IOS APPS • RUNWAY VIDEOS
  25. 25. IOS APPS • REVIEWS
  26. 26. IOS APPS • FIND IN STORE
  27. 27. IOS APPS • INTERNATIONAL
  28. 28. IOS APPS • GIFTLIST
  29. 29. I P A D S I T E
  30. 30. IPAD SITE • DEV ADAPTATION
  31. 31. IPAD SITE • EDITORIAL / HOTSPOTS
  32. 32. IPAD SITE • WAITLIST
  33. 33. IPAD SITE • FIND IN STORE
  34. 34.   S T O R E A S S O C I A T E S I O S A P P S
  35. 35. S T O R E W I F I
  36. 36. B A C K E N D C H A N N E L S WHERE WE ARE TODAY STORE FULFILLMENT MY SALES FIND IT t MOBILE CLIENTELING CCA MOBILE POS
  37. 37. B A C K E N D C H A N N E L S WHERE WE ARE TODAY STORE FULFILLMENT MY SALES FIND IT t MOBILE CLIENTELING CCA MOBILE POS
  38. 38. B A C K E N D C H A N N E L S WHERE WE ARE TODAY STORE FULFILLMENT MY SALES FIND IT MOBILE CLIENTELING CCA MOBILE POS
  39. 39. B A C K E N D C H A N N E L S WHERE WE ARE TODAY STORE FULFILLMENT MY SALES FIND IT MOBILE CLIENTELING CCA MOBILE POS
  40. 40. B A C K E N D C H A N N E L S WHERE WE ARE TODAY STORE FULFILLMENT MY SALES FIND IT MOBILE CLIENTELING CCA MOBILE POS
  41. 41. S T O R E F U L F I L L M E N T
  42. 42. STORE FULFILLMENT
  43. 43. STORE FULFILLMENT
  44. 44. STORE FULFILLMENT
  45. 45. STORE FULFILLMENT
  46. 46. M Y S A L E S
  47. 47. ASSOCIATE SALES
  48. 48. MERCHANDISE SALES
  49. 49. ACCOUNTS & EMAILS
  50. 50. Mobile  POS •  Roger  to  send  bullets  and  screen  shots M O B I L E P O S
  51. 51. MOBILE POS
  52. 52. MOBILE POS
  53. 53. MOBILE POS
  54. 54. M O B I L E C L I E N T E L I N G
  55. 55. C A M E R A ALLOWS ASSOCIATES TO PHOTOGRAPH MERCHANDISE AND SHARE WITH CLIENTS IPADS ON THE SELLING FLOOR
  56. 56. M A P S ALLOWS ASSOCIATES TO GIVE CLIENTS DIRECTIONS IPADS ON THE SELLING FLOOR
  57. 57. P H O T O S ALLOWS ASSOCIATES TO EMAIL CLIENTS PHOTOGRAPHS IPADS ON THE SELLING FLOOR
  58. 58. E - B O O K S DOCUMENTS / PDFS IN LIBRARY IPADS ON THE SELLING FLOOR
  59. 59. SAKS STORE WEBSITE CCAMBASSADOR SAKS POV STYLE.COM IPADS ON THE SELLING FLOOR • LINKS & APPS
  60. 60. SAKS FACEBOOK SAKS TWITTER GOOGLE TRANSLATOR IPADS ON THE SELLING FLOOR • LINKS & APPS
  61. 61. MOBILE CLIENTELING
  62. 62. MOBILE CLIENTELING
  63. 63. MOBILE CLIENTELING
  64. 64. MOBILE CLIENTELING
  65. 65. MOBILE CLIENTELING
  66. 66. MOBILE CLIENTELING
  67. 67. MOBILE CLIENTELING
  68. 68. MOBILE CLIENTELING
  69. 69. Driving  Engagement •  How  are  we  engaging  users  in  the  mobile   channel D R I V I N G E N G A G E M E N T
  70. 70. MOBILE FRIENDLY EMAIL TEMPLATES
  71. 71. PUSH NOTIFICATIONS • SMS ALERTS
  72. 72. PASSBOOOK
  73. 73. iOS  Updates •  Deliver  new  features •  Content  Updates O I •  Keep  things  fresh A U P D S T E S DELIVER NEW FEATURES CONTENT UPDATES KEEPS THINGS FRESH
  74. 74. Takeaways •  T A K E A W A Y Jordan  and  Roger  to  supply  content EMBRACE TECHNOLOGY CHANGE STORE CULTURE ALLOW 24/7 ACCESS IDENTIFY GROWTH OPPURTUNITIES TEST AND REFINE S
  75. 75. T H A N K Y O U

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