Global shop09 enhancing_the_in-store_experience

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Global shop09 enhancing_the_in-store_experience

  1. 1. Enhancing The In-Store Experience5 Technologies Changing The Marketing Landscape
  2. 2. Turbulent Times
  3. 3. Customer Needs Business Needs• Save Time • Retain & Convert• Save Money • Increase Efficiencies• Improve Experience • Improve Satisfaction (Service & WOW!) • Differentiate
  4. 4. Customer Experience Technologies Provide ABridge Between Customer & Business Needs
  5. 5. DIGITAL KIOSKS MOBILE AUDIO SMARTSIGNAGE SHELVES
  6. 6. Why The In-Store Experience Matters... Generation Tech XBox • Wii • HD • Cell Phones • Internet
  7. 7. Why The In-Store Experience Matters... Abundance of Choice
  8. 8. Why The In-Store Experience Matters... The Connected Customer - Social Buzz
  9. 9. A Bad CustomerExperience Leads to...• Lost Business 81% would stop doing business 69% would NEVER return• Viral Detractors 74% tell others about poor treatment 20% have posted negative feedback online• Operational Burden 61% have directly complained 37% have returned products Source: 2008 Customer Experience Impact Report (RightNow Technologies & Harris Interactive)
  10. 10. A Good CustomerExperience Leads to...• Customer Acquisition 53% would recommend• Repeat Business 52% would feel encouraged to spend more• Sustained Business 50% will always/often pay more for better Source: 2008 Customer Experience Impact Report (RightNow Technologies & Harris Interactive)
  11. 11. Technology Can Be Used to Amplify The Experience
  12. 12. The Experience Is Engaging
  13. 13. The Experience Is Engaging
  14. 14. The Experience Is Engaging
  15. 15. The Experience Is Engaging
  16. 16. The Experience Is Empowering
  17. 17. The Experience Is Empowering
  18. 18. The Experience Is Empowering
  19. 19. The Experience Is Empowering
  20. 20. The Experience Is Embedded
  21. 21. The Experience Is Embedded
  22. 22. The Experience Is Embedded
  23. 23. The Experience Is Embedded
  24. 24. The Experience Is Mobile
  25. 25. The Experience Is Mobile
  26. 26. The Experience Is Mobile
  27. 27. The Experience Is Intelligent Triggers Targeted Media ProducesProduct Pick-up Offers or Motion Guided Selling Consumer Metrics
  28. 28. The Experience Is Intelligent
  29. 29. The Experience Is Intelligent
  30. 30. The Experience Is Intelligent
  31. 31. The Experience Is Integrated
  32. 32. The Experience Is Integrated Labs/Cafes Guest Services Wayfinding Casino/Bars Spa/Fitness StateroomsCrew Cabins Property Management Broadcast Center Onboard Administration Appointments Shore Excursions BizTalk Point of Sale
  33. 33. The Bridge TechnologiesDIGITAL KIOSKS MOBILE AUDIO SMARTSIGNAGE SHELVES
  34. 34. It’s All About the Experience!
  35. 35. Thank YouBrian Ardinger - Chief Marketing Officer Phone: 402-323-6262 Web: www.nanonation.net Email: brian@nanonation.net

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