The Era of the Empowered Shopper

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Jason "Retailgeek" Goldberg presents the "Era of the Empowered Shopper" at the CrossView CrossChannel Executive Summit in Greenbrier , Virginia on May 2011.

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The Era of the Empowered Shopper

  1. 1. CUSTOMER EXPERIENCE FOR THEEMPOWERED SHOPPER Jason Goldberg Vice President of Strategy & Customer Experience, CrossView jgoldberg@crossview.com blog.crossview.com 503.610.8140 CrossView.com © 2011 CrossView, Inc. All rights reserved. CrossView.com 1
  2. 2. How Politicians See the World CrossView.com 2
  3. 3. How Astronauts See the World CrossView.com 3
  4. 4. How Accounts See Your Brand $4.0 STORE BILLION $1.5 BILLION WEB $0.5 BILLIONCATALOG / PHONE CrossView.com 4
  5. 5. How Customers See Your Brand CrossView.com 5
  6. 6. Why Cross-Channel? $1 SPENT ONLINE GENERATES: “45% of in-store visitors pay a visit to homedepot.com first” - Hal Lawton, President, Home Depot Online $60 IN-STORE $10 “We know that 60% of our U.S. store sales are influenced by our customers’ experience on IN-STORE bestbuy.com” - Brian Dunn, CEO, Best Buy CrossView.com 6
  7. 7. “ We know that 60% of our U.S. store sales are influenced by our customers’ experience on bestbuy.com, and 40% of the products we sell online are picked up in-store. ” Brian Dunn CEO Best Buy CrossView.com 7
  8. 8. “ We are a company that grew up with both a catalog and stores. Today, our catalog has become an inspiration piece that drives customers to shop online or in-store. Our goal is to create a customer seamless across experience that is all channels.” Barbra Turf CEO Crate & Barrel CrossView.com 8
  9. 9. “ 21% of internet transactions involve research in-store. ” Ian Geddes Lead Retail Partner Deloitte LLP CrossView.com 9
  10. 10. “ Customers that use 3 or more of our channels spend 6 times what single-channel shoppers spend. ” Glen Senk CEO Urban Outfitters CrossView.com 10
  11. 11. Multiple Touchpoints on Path to Purchase Direct Marketing Web Store Call Center Retail Interactive Mobile Web Store Mobile Self-Service Mobile POS Retail POS CrossView.com 13
  12. 12. perception analyzer CrossView.com 14
  13. 13. Three Brains neocortex limbic system reptilian complex CrossView.com 15
  14. 14. Rational vs. Emotional CrossView.com 16
  15. 15. CrossView.com 17
  16. 16. “Multifunction Printers”ONLINE CrossView.com 18
  17. 17. “All-In-Ones”IN-STORE CrossView.com 19
  18. 18. IN-STOREAVAILABILITY? CrossView.com 20
  19. 19. So Lo MoSOCIAL LOCAL MOBILE CrossView.com 21
  20. 20. social CrossView.com 22
  21. 21. Social CrossView.com 23
  22. 22. Social social proof ® brand CrossView.com 24
  23. 23. CrossView.com 25
  24. 24. local CrossView.com 26
  25. 25. Local CrossView.com 27
  26. 26. Local CrossView.com 28
  27. 27. Local CrossView.com 29
  28. 28. mobile CrossView.com 30
  29. 29. By 2014, Mobile Will Overtake Desktop Internet MOBILE vs. DESKTOP INTERNET USER PROJECTION 2,000 1,600 INTERNET USERS (MM) 1,200 800 400 0 2007 2008 2009 2010 2011 201 2013 2014 2015 2 Source: Morgan Stanley CrossView.com 31
  30. 30. Mobile BROWSING & RESEARCHING ON MOBILE DEVICE 18 - 34 60 INTERNET USERS (MM) 50 35 - 55 40 55 & Older 30 20 10 NOV 2009 JULY 2010 DEC 2010 SURVEY SURVEY SURVEY Oracle: Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers CrossView.com 32
  31. 31. “ Eventually, we think mobile will be the majority of the searches and the majority of the revenue.” Eric Schmidt CEO Google CrossView.com 33
  32. 32. “ Ultimately, these devices will impact the in-store experience (even) more than the online experience. ” Glen Senk CEO Urban Outfitters CrossView.com 34
  33. 33. CrossView.com 35
  34. 34. CrossView.com 36
  35. 35. CrossView.com 37
  36. 36. CrossView.com 38
  37. 37. CrossView.com 39
  38. 38. CrossView.com 40
  39. 39. CrossView.com 41
  40. 40. CrossView.com 42
  41. 41. for your time and attention. Jason GoldbergVP of Strategy & Customer Experience jgoldberg@crossview.com www.crossview.com © 2011 CrossView, Inc. All rights reserved. CrossView.com CrossView.com 43

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