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Creating a Great Customer Experience Any Place with Tara and Anne

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Creating a Great Customer Experience Any Place with Tara and Anne

  1. 1. Creating a Great Customer Experience: Any Place, Any Time Anne Forkutza, Design Lead, iQmetrix Tara Bartlett, Marketing Manager, iQmetrix
  2. 2. Agenda ! What is OmniChannel? ! In-Store ! Web ! Social ! Mobile ! Tying it all together
  3. 3. Evolution of Customer-Retailer Touch Points Single Channel Multi-Channel Cross-Channel Omnichannel
  4. 4. What is Omnichannel? Seamless experience across channels and touch points Anytime, any place, anywhere
  5. 5. The Rise of the Connected Consumer Information‐hungry, price‐savvy, and mobile‐empowered shoppers expect a one-screen, one-store consistent experience across retail channels and touch points. This means a move from “connecting the channels” to “blending the channels.”
  6. 6. Why Omnichannel? Multi-Channel the New Norm >50% of customers make multi-channel purchases The Rise of Social Media >78% of consumers trust peer recommendations Mobile >38% of smartphone users have made a purchase using a Commerce smartphone Online Shopping >15% Growth over the last year
  7. 7. Omnichannel is accelerated by the rapid rise of mobile shoppers 4 out of 5 consumers use their smartphone to shop Source: comScore 2012
  8. 8. How are shoppers using their Smartphones? Source: Deloitte
  9. 9. What does all this mean?
  10. 10. = ? Social Mobile Web DOWNSIZING
  11. 11. No
  12. 12. In-Store is Preferred Purchase Channel Preferred Purchase Channel: In-Store YES 76% 74% of shoppers that visit a mobile site or app for a retailer or brand make a purchase
  13. 13. Evolution of the Store Source: Deloitte’s Store 3.0 study
  14. 14. Previously… “Retailers have invested heavily into bringing elements of the in-store experience to their websites.” -, September 2012
  15. 15. Now We’re seeing a shift towards Omnichannel through bringing the benefits of online into the store experience
  16. 16. Burberry
  17. 17. The role of the store is changing, NOT going away.
  18. 18. The Future Role of the Store will be Quite Different Source: Designing the Next Generation of Retail Places, iQmetrix – Alen Puaca
  19. 19. The Future Role of the Store will be Quite Different Source: Designing the Next Generation of Retail Places, iQmetrix – Alen Puaca
  20. 20. The Changing Role of In-Store Source: Deloitte’s Store 3.0 study
  21. 21. Even Well-Known Online Brands are Recognizing that In-Store is Here to Stay Source: Deloitte’s Store 3.0 study
  22. 22. In-Store Best Practices ! Bring the benefits of online into your store ! Convenience is key !   Make it easy for customers to research, find and buy products in-store ! Connected, knowledgeable sales team ! Make your store a place where people want to hangout
  23. 23. In-Store What about the other channels? Mobile Social Web
  24. 24. Web Retailers continue to have an edge with consumers, when they can leverage their physical storefronts with a strong online presence. 76% of all consumers say they have used a retailer’s website to research a potential purchase NPD’s new “E-commerce and Consumer Electronics: Online Shopping & Purchasing” report – Sept 2011
  25. 25. Web Best Practices !   Make it easy for customers to find you !   Be Clear. Your customers are busy. !  Keep your content simple and easy to navigate !   Help them get in touch !  Ensure contact details are prominent !   Consistency of information – online and in-store
  26. 26. Social “We don’t have a choice on whether we DO social media, the question is how well we DO it” - Erik Qualman, author of Socialnomics
  27. 27. Social: Facebook Regular users of Facebook are extremely active shoppers. 67% of B2C companies have Recently hit a acquired a customer from Facebook billion users! Source: Hubspot
  28. 28. Social: Twitter 40% 7,854 accounts are created every day Of Twitter users say they search for products through Twitter
  29. 29. Facebook & Twitter Content Ideas Pics and Videos Customer Service Offers Product Tips Local Company News Industry News
  30. 30. Social Media Best Practices ! Participate and keep the conversation flowing ! Use it as an opportunity to listen not just promote ! Engage Staff ! Consistency is key ! Offer value Social media cheat sheet:
  31. 31. Social Media Best Practices Use in-store digital signage to attract fans and followers
  32. 32. Mobile QR Codes are an easy, inexpensive and engaging way to connect to your customers 29% of mobile users are open to scanning a mobile tag to get coupons (Source: Microsoft Tag, 2012)
  33. 33. Mobile XQ Mobile Shopping List Consumers can scan a QR code and save their shopping list built in Browse to their smartphone
  34. 34. Mobile Offer a user friendly mobile site 57 % of consumers will not recommend a business with a poorly designed mobile site. 40 % of consumers will go to a competitor’s site after a bad mobile experience (Source: Compuware, 2012)
  35. 35. Unifying all Channels ! Create a plan ! Identify Target Audience ! Set goals ! Determine your brand voice and ensure it is consistent across all channels ! Be authentic
  36. 36. Case Study: Macy’s Delivering a unified experience across all channels
  37. 37. Macy’s: Online while In-Store ! Kiosks are available in- store to check out product reviews ! Receive product recommendations through “Getting the Look” ! Handbag department shows real purses and digital displays side-by- side.
  38. 38. Macy’s: Online while In-Store Paper visual collateral replaced with LED-lit panels that can be controlled remotely from each counter’s headquarters
  39. 39. Macy’s: Online while In-Store “Search and Send” service enables the ability to search for out- of-stock items at other locations, with the option to ship to home.
  40. 40. Macy’s: Mobile while In-Store ! Interactive skincare recommender tool on the iPad ! Mobile POS ! Electronic receipts ! Google Wallet
  41. 41. Macy’s: Encouraging In-Store through Social Checking in via Foursquare during Macy’s iconic Thanksgiving Day Parade not only unlocks an exclusive badge, but is also the key to access exclusive in-store promotions for that day.
  42. 42. Macy’s Outperforming Others Due to Omnichannel Source: Deloitte’s Store 3.0 study
  43. 43. Recap
  44. 44. Omnichannel In-Store Mobile Social Web
  45. 45. Omnichannel
  46. 46. The Consumer Pathway Remains the Same Pre-Purchase Purchase Post-Purchase
  47. 47. XQ Interactive Retail Attract XQ AdPlay XQ Stream Engage Purchase Browse for iPad XQ Browse Educate Mobile Shopping List
  48. 48. XQ Interactive Retail
  49. 49. Why Invest in Omnichannel? Omnichannel consumers are worth more
  50. 50. 1 Integrate your physical and online presence 2 Implement innovative in-store technologies Provide a consistent experience across all 3 channels Bring the best of the online experience in-store with Interactive Retail technologies
  51. 51. | 1.866.iQmetrix © 2011 iQmetrix. All right reserved. iQmetrix, the iQmetrix logo, RQ4 and other trademarks, service marks, and designs referenced in this material are the exclusive property of iQmetrix Software Development Corp. and/or its subsidiaries.