We’re getting closer
The impact of technology on retail brand experience
1 / The impact of technology on retail brand expe...
The impact of technology on retail brand experience
2 / The impact of technology on retail brand experience / Jason Pollard
Traditional retail experience
AWARENESS RETAIL EXPERIENCE
STORE
3 / The impact of technology on retail brand experience / ...
AWARENESS RETAIL EXPERIENCE
Personal + Retail
Personal + Retail
Developing retail experience
Omnichannel
retailing
STORE
4...
AWARENESS RETAIL EXPERIENCE
Personal + Retail
Personal + Retail
Developing retail experience
Constant
connectivity
STORE
5...
AWARENESS RETAIL EXPERIENCE
Personal + Retail
Coming soon to
a TV near you
Personal + Retail
Developing retail experience
...
Selling
ideas
(brand experience)
Selling
goods
What does this mean to retail?
7 / The impact of technology on retail brand...
Benefit
Try on before
buying online
What does this mean to retail?
8 / The impact of technology on retail brand experience...
What does this mean to retail?
9 / The impact of technology on retail brand experience / Jason Pollard
“For its first store in the United States, Samsung, the South Korean electronics
company, took an unconventional route: it...
What does this mean to retail?
Benefit
Convenient
convenience
11 / The impact of technology on retail brand experience / J...
What does this mean to retail?
Benefit
Shop straight
from your
magazine
12 / The impact of technology on retail brand expe...
What does this mean to retail?
13 / The impact of technology on retail brand experience / Jason Pollard
What does this mean to retail?
14 / The impact of technology on retail brand experience / Jason Pollard
What does this mean to retail?
15 / The impact of technology on retail brand experience / Jason Pollard
It also means we can
capture the imagination
of our audience like
never before...
16 / The impact of technology on retail ...
What does this mean to customers?
HAVE
TO GO
Compare
Opinion
Price
Availability
Features
Promotions
Rational
17 / The impa...
What does this mean to customers?
HAVE
TO GO
Compare
Opinion
Price
Availability
Features
Promotions
WANT
TO GO
Touch / Pla...
CUSTOMER
Customers are smarter
and more empowered,
with instant access to
information anywhere
They therefore, have
less n...
CUSTOMER BRAND
Customers are smarter
and more empowered,
with instant access to
information anywhere
They therefore, have
...
The single biggest
opportunity to
forge customer
relationships...
What does this mean for retail brands?
21 / The impact o...
... is to give
memorable store
experiences
The single biggest
opportunity to
forge customer
relationships...
What does thi...
How we are getting closer...
23 / The impact of technology on retail brand experience / Jason Pollard
24 / The impact of technology on retail brand experience / Jason Pollard
I am not the same as
23% of your customers
25 / The impact of technology on retail brand experience / Jason Pollard
Respect me
Know me and how I live
Give me what I need
Allow me to choose
26 / The impact of technology on retail brand exp...
WARRIOR
BUSINESSMAN
ACCOUNTANT
HUSBAND
VOLUNTEER
GENIUS
MENTOR
MUSICIAN
TEACHER
27 / The impact of technology on retail br...
BUSINESSMAN
COMPOSER
SUPERHERO
ARTIST
FATHER
FRIEND
MENTOR
FILM MAKER
STUDENT
28 / The impact of technology on retail bran...
Everyday people do
remarkable things
powered by
29 / The impact of technology on retail brand experience / Jason Pollard
30 / The impact of technology on retail brand experience / Jason Pollard
31 / The impact of technology on retail brand experience / Jason Pollard
32 / The impact of technology on retail brand experience / Jason Pollard
33 / The impact of technology on retail brand experience / Jason Pollard
34 / The impact of technology on retail brand experience / Jason Pollard
35 / The impact of technology on retail brand experience / Jason Pollard
36 / The impact of technology on retail brand experience / Jason Pollard
37 / The impact of technology on retail brand experience / Jason Pollard
38 / The impact of technology on retail brand experience / Jason Pollard
39 / The impact of technology on retail brand experience / Jason Pollard
40 / The impact of technology on retail brand experience / Jason Pollard
41 / The impact of technology on retail brand experience / Jason Pollard
42 / The impact of technology on retail brand experience / Jason Pollard
43 / The impact of technology on retail brand experience / Jason Pollard
44 / The impact of technology on retail brand experience / Jason Pollard
45 / The impact of technology on retail brand experience / Jason Pollard
46 / The impact of technology on retail brand experience / Jason Pollard
47 / The impact of technology on retail brand experience / Jason Pollard
Thank you
48 / The impact of technology on retail brand experience / Jason Pollard
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UXSG#2 Keynote Presentation

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Jason Pollard - We're gettiing closer

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UXSG#2 Keynote Presentation

  1. 1. We’re getting closer The impact of technology on retail brand experience 1 / The impact of technology on retail brand experience / Jason Pollard
  2. 2. The impact of technology on retail brand experience 2 / The impact of technology on retail brand experience / Jason Pollard
  3. 3. Traditional retail experience AWARENESS RETAIL EXPERIENCE STORE 3 / The impact of technology on retail brand experience / Jason Pollard
  4. 4. AWARENESS RETAIL EXPERIENCE Personal + Retail Personal + Retail Developing retail experience Omnichannel retailing STORE 4 / The impact of technology on retail brand experience / Jason Pollard
  5. 5. AWARENESS RETAIL EXPERIENCE Personal + Retail Personal + Retail Developing retail experience Constant connectivity STORE 5 / The impact of technology on retail brand experience / Jason Pollard
  6. 6. AWARENESS RETAIL EXPERIENCE Personal + Retail Coming soon to a TV near you Personal + Retail Developing retail experience STORE 6 / The impact of technology on retail brand experience / Jason Pollard
  7. 7. Selling ideas (brand experience) Selling goods What does this mean to retail? 7 / The impact of technology on retail brand experience / Jason Pollard
  8. 8. Benefit Try on before buying online What does this mean to retail? 8 / The impact of technology on retail brand experience / Jason Pollard
  9. 9. What does this mean to retail? 9 / The impact of technology on retail brand experience / Jason Pollard
  10. 10. “For its first store in the United States, Samsung, the South Korean electronics company, took an unconventional route: it refused to sell anything. Having leased 10,000sqft, or 929sqm, of astoundingly expensive real estate in midtown Manhattan, it instead incouraged customers to commune with its products - to check e-mail on Samsung computers, watch reality shows on Samsung flat-screen televisions and make long-distance calls on Samsung cellphones. Samsung called the new concept an ’experience store’, and despite fears from the shopping centre’s owners that it would become a costly nap room for New York’s huddled masses, the idea has caught fire. No shopping, only loitering What does this mean to retail? 10 / The impact of technology on retail brand experience / Jason Pollard
  11. 11. What does this mean to retail? Benefit Convenient convenience 11 / The impact of technology on retail brand experience / Jason Pollard
  12. 12. What does this mean to retail? Benefit Shop straight from your magazine 12 / The impact of technology on retail brand experience / Jason Pollard
  13. 13. What does this mean to retail? 13 / The impact of technology on retail brand experience / Jason Pollard
  14. 14. What does this mean to retail? 14 / The impact of technology on retail brand experience / Jason Pollard
  15. 15. What does this mean to retail? 15 / The impact of technology on retail brand experience / Jason Pollard
  16. 16. It also means we can capture the imagination of our audience like never before... 16 / The impact of technology on retail brand experience / Jason Pollard
  17. 17. What does this mean to customers? HAVE TO GO Compare Opinion Price Availability Features Promotions Rational 17 / The impact of technology on retail brand experience / Jason Pollard
  18. 18. What does this mean to customers? HAVE TO GO Compare Opinion Price Availability Features Promotions WANT TO GO Touch / Play / Try Personalisation Conversation Reassurance Negotiation Rational Emotional 18 / The impact of technology on retail brand experience / Jason Pollard
  19. 19. CUSTOMER Customers are smarter and more empowered, with instant access to information anywhere They therefore, have less need to go to store. When they do they expect more. What does this mean to customers? 19 / The impact of technology on retail brand experience / Jason Pollard
  20. 20. CUSTOMER BRAND Customers are smarter and more empowered, with instant access to information anywhere They therefore, have less need to go to store. When they do they expect more. As shopping becomes even more of a leisure activity Brands will have to seek creative and exciting ways to engage with their audience. What does this mean to customers? 20 / The impact of technology on retail brand experience / Jason Pollard
  21. 21. The single biggest opportunity to forge customer relationships... What does this mean for retail brands? 21 / The impact of technology on retail brand experience / Jason Pollard
  22. 22. ... is to give memorable store experiences The single biggest opportunity to forge customer relationships... What does this mean for retail brands? 22 / The impact of technology on retail brand experience / Jason Pollard
  23. 23. How we are getting closer... 23 / The impact of technology on retail brand experience / Jason Pollard
  24. 24. 24 / The impact of technology on retail brand experience / Jason Pollard
  25. 25. I am not the same as 23% of your customers 25 / The impact of technology on retail brand experience / Jason Pollard
  26. 26. Respect me Know me and how I live Give me what I need Allow me to choose 26 / The impact of technology on retail brand experience / Jason Pollard
  27. 27. WARRIOR BUSINESSMAN ACCOUNTANT HUSBAND VOLUNTEER GENIUS MENTOR MUSICIAN TEACHER 27 / The impact of technology on retail brand experience / Jason Pollard
  28. 28. BUSINESSMAN COMPOSER SUPERHERO ARTIST FATHER FRIEND MENTOR FILM MAKER STUDENT 28 / The impact of technology on retail brand experience / Jason Pollard
  29. 29. Everyday people do remarkable things powered by 29 / The impact of technology on retail brand experience / Jason Pollard
  30. 30. 30 / The impact of technology on retail brand experience / Jason Pollard
  31. 31. 31 / The impact of technology on retail brand experience / Jason Pollard
  32. 32. 32 / The impact of technology on retail brand experience / Jason Pollard
  33. 33. 33 / The impact of technology on retail brand experience / Jason Pollard
  34. 34. 34 / The impact of technology on retail brand experience / Jason Pollard
  35. 35. 35 / The impact of technology on retail brand experience / Jason Pollard
  36. 36. 36 / The impact of technology on retail brand experience / Jason Pollard
  37. 37. 37 / The impact of technology on retail brand experience / Jason Pollard
  38. 38. 38 / The impact of technology on retail brand experience / Jason Pollard
  39. 39. 39 / The impact of technology on retail brand experience / Jason Pollard
  40. 40. 40 / The impact of technology on retail brand experience / Jason Pollard
  41. 41. 41 / The impact of technology on retail brand experience / Jason Pollard
  42. 42. 42 / The impact of technology on retail brand experience / Jason Pollard
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  45. 45. 45 / The impact of technology on retail brand experience / Jason Pollard
  46. 46. 46 / The impact of technology on retail brand experience / Jason Pollard
  47. 47. 47 / The impact of technology on retail brand experience / Jason Pollard
  48. 48. Thank you 48 / The impact of technology on retail brand experience / Jason Pollard

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