Learn how to use your point of sale data and integrations to improve your business processes. Presentation for NORCO 2017 Product Launch.

1. COMPANY OVERVIEW - JUNE 2016
SOMETHING
FOR NOTHING

2. COMPANY OVERVIEW - JUNE 2016
• Introduction
• Perception in our industry
• From the dentist’s office
• Timeline & Information age
• Tools of the trade (POS, eCom, Social Media, Loyalty, Data Analysis)
Agenda

3. COMPANY OVERVIEW - JUNE 2016
• Value perception
• Transactional experience
• Benchmarking
• Platforms for growth
Topics

4. COMPANY OVERVIEW - JUNE 2016
The Initial Exposure
• Fruitless search for a desired product
• Inconsistent shopping experience
• Inadequate presentation and service

5. COMPANY OVERVIEW - JUNE 2016
Rebicycle 2016
• Benchmarked against luxury second hand car brands
• (un)Necessary high perceived value
• Focus on a consistent transactional experience
• Stopped trying to do things ourselves

6. COMPANY OVERVIEW - JUNE 2016
• Little to no room for operational growth
• Difficulty reaching our audience
• Customer perception from target audience isn’t ideal
• Severely undervalued product
• Understaffed
Rebicycle (The Problems)

7. COMPANY OVERVIEW - JUNE 2016
WHY DON’T WE
EARN MORE?
– Tom Demerly
• Despite the requirements, bicycle repair
and service is perceived as child’s play
• Need to provide a modern and
sophisticated PRESENTATION of
services
• General lack of formality by staff during
customer interactions
• Stubbornly unprofessional which
reflects in final price paid by customer
May 12, 2016

8. COMPANY OVERVIEW - JUNE 2016
THE BIKE
SHOP VS
THE
DENTIST
• Tune up: $50 vs $1500
• Service: Come hang out in the
shop! vs “I’m sorry, but do you have
an appointment?!”
• Price: Negotiable vs “Make sure to
have your CC ready…”
• Perception: Unprofessional vs
Unquestionably professional

9. COMPANY OVERVIEW - JUNE 2016
THE BIKE
SHOP VS
THE
DENTIST
“…most adult cycling customers are
actually new cycling customers
whose benchmark of what a
customer experience should be is
formed in retailers like IKEA, Apple,
Victoria’s Secret and Abercrombie.”
-Tom Demerly

10. COMPANY OVERVIEW - JUNE 2016
THE OBJECTIVE
Get away from pen and paper
Never do anything more than once
Create a hub for your business
Point all activities to and from the hub
Record all information on a readily
accessible platform
Deliver a crisp and consistent experience

11. COMPANY OVERVIEW - JUNE 2016
Timeline
The first
“pen &
paper”
transaction
The first
cash
register
replaces
the
calculator
eCommerce
begins
making an
apparence
Cloud
technology
increases
availability of
information
Social Media
and
information
become
synonymous
Omnichannel
retail
becomes the
norm
4000 BC 1883 1971 1999 2006 Present

12. COMPANY OVERVIEW - JUNE 2016
The Retail
POS
Customer
Tracking
Mobile,
desktop, tablet
Browser
or iPad-based POS
Connectable API
In-depth
reporting
Inventory
Management
Past &
Present

13. eCommerce
Opening a shopping window to the world
Reach more customers with
a platform that offers global sales
capabilities and advanced marketing
and SEO tools
No need to be tech-savvy —
set up an online store in a matter
of hours
Create upsell opportunities by
combining instore and online
promotion
The New Kid
on the Block
Online Retailer Online/instore Consumers
Your street vs the world
Click and Mortar experience

14. OF CONSUMERS
SHOP ONLINE
REGULARLY
OF CONSUMERS
SEARCH ONLINE
BEFORE THEY
PURCHASE

15. BY 2017,
WEBROOMING SALES
ARE EXPECTED TO HIT
$1.8 Trillion
-Forrester Research

16. COMPANY OVERVIEW - JUNE 2016
eCommerce
ConnectorsMarketplaces
Ebay
Amazon
Google Shopping
eCommerce
LS Ecom
Magento
Shopify
SmartEtailing

17. COMPANY OVERVIEW - JUNE 2016
OMNICHANNEL
•In Store POS
•eCommerce
•Marketplace
•Social media
•Mobile sales
•Data analysis
/ˈɒmnɪtʃan(ə)l/
1. Denoting or relating to a type of retail which integrates the
different methods of shopping available to consumers.
adjective

18. Omnichannel customers have a 30%
higher lifetime value than those who
shop using only one channel
- IDC Retail Insights
Omni-Channel
Retailer
Modern Consumer

19. COMPANY OVERVIEW - JUNE 2016
case study
98% OF TARGET CUSTOMERS SHOP
ONLINE
3/4 OF THEM ARE MOBILE
1/3 VISITS TARGET AFTER CHECKING
ONLINE FIRST
40% OF ONLINE CUSTOMERS
WERE UPSOLD IN STORE

20. Social Media
Greatest and most used tool of
communication with your customers
Help target the perfect audience for your
marketing and advertising campaigns
New tools and platforms to address
ongoing issues

21. COMPANY OVERVIEW - JUNE 2016
Social Media - Rebicycle
Forced to take on a by-appointment only model
Created a new administrative position
Empowering our customers to solve the problem for us
Solidifies the experience for our customers
Makes setting the rules easier
PROBLEM
SOLUTION
OUTCOME

22. COMPANY OVERVIEW - JUNE 2016
Building Connections
• Knows your customers better than you do
• Introduction into the world of data analysis
• Incredibly effective and helping you target the right
audience
• Most effective at building a new audience
Custom Audiences
Lookalike Audiences

23. COMPANY OVERVIEW - JUNE 2016
Loyalty
• Historically effective way of building
reciprocity with your target audience
• Integration with POS for seamless
experience
• Automation of customer targeting
based on your business model
• Additional opportunity for customer
engagement
From punch card to app Examples:
Thirdshelf
App Card
Tap Mango

24. COMPANY OVERVIEW - JUNE 2016
The “future” gets better
Video, Wi-Fi & Bluetooth
trackers can create heat
maps of your sales floor
Locally and
personally targeted
promotions
Analyze data effortlessly

25. COMPANY OVERVIEW - JUNE 2016
RECAP
• Perception, PERCEPTION, Perception
• NO more pen and paper
• Do as little as possible yourself
• Let technology be your most dedicated
employee
• Let social media and loyalty apps manage
your customer relationships
• Use your business hub as the main tool for
expansion
• Don’t be afraid to ask
• Let’s all benefit now from tools we will
eventually be unable to ignore.

26. COMPANY OVERVIEW - JUNE 2016
SOMETHING
FOR NOTHING
THANK YOU