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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.

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

Published in Business , Technology
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  • 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. How Politicians See the World CrossView.com 2
  • 3. How Astronauts See the World CrossView.com 3
  • 4. How Accounts See Your Brand $4.0 STORE BILLION $1.5 BILLION WEB $0.5 BILLIONCATALOG / PHONE CrossView.com 4
  • 5. How Customers See Your Brand CrossView.com 5
  • 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. “ 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. “ 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. “ 21% of internet transactions involve research in-store. ” Ian Geddes Lead Retail Partner Deloitte LLP CrossView.com 9
  • 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. 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. perception analyzer CrossView.com 14
  • 13. Three Brains neocortex limbic system reptilian complex CrossView.com 15
  • 14. Rational vs. Emotional CrossView.com 16
  • 15. CrossView.com 17
  • 16. “Multifunction Printers”ONLINE CrossView.com 18
  • 17. “All-In-Ones”IN-STORE CrossView.com 19
  • 18. IN-STOREAVAILABILITY? CrossView.com 20
  • 19. So Lo MoSOCIAL LOCAL MOBILE CrossView.com 21
  • 20. social CrossView.com 22
  • 21. Social CrossView.com 23
  • 22. Social social proof ® brand CrossView.com 24
  • 23. CrossView.com 25
  • 24. local CrossView.com 26
  • 25. Local CrossView.com 27
  • 26. Local CrossView.com 28
  • 27. Local CrossView.com 29
  • 28. mobile CrossView.com 30
  • 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. 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. “ 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. “ Ultimately, these devices will impact the in-store experience (even) more than the online experience. ” Glen Senk CEO Urban Outfitters CrossView.com 34
  • 33. CrossView.com 35
  • 34. CrossView.com 36
  • 35. CrossView.com 37
  • 36. CrossView.com 38
  • 37. CrossView.com 39
  • 38. CrossView.com 40
  • 39. CrossView.com 41
  • 40. CrossView.com 42
  • 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