Exhibitor Insights: Uniting In-Store and Digital Channels: 7 Success Stories
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Exhibitor Insights Tuesday, January 17, 2017 Uniting In-Store and Digital Channels: 7 Success Stories Karim Iskandar, EVP, Global Sales BookingBug
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Exhibitor Insights: Uniting In-Store and Digital Channels: 7 Success Stories
- 1. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Uniting In-Store and Digital Channels: 7 Success Stories KARIM ISKANDAR, EVP, Global Sales, BookingBug
- 2. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 About BookingBug 2008 100+ 100 326 ISO 27001 Established 9 years ago Enterprise clients in Retail, Financial Services, Government and Telecoms Staff around the world Global offices: Boston, London and Sydney Fastest growing technology company in the UK, 79th in Europe, according to Deloitte Data security at the heart of everything we do
- 3. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 BookingBug is a global platform for seamlessly enabling all bookings for all organizations and consumers across all channels All Bookings Appointments Classes & Courses Events Reservations Enquiries All Organizations All Channels Retail Banking Telecoms Healthcare Education Government SMEs And more Online Mobile In Branch Contact Center
- 4. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Benefits in uniting in-store and digital channels Improve customer lifetime value Leverage data to create personalized marketing Seamless user experience on all channels Customer experience and loyalty Manage staff and improve associate experience
- 5. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 56% will still typically shop mainly in-store 35% a mix of online and in-store Trends in uniting in-store and digital channels Source: Nationwide research study of 1,000 US consumers in December 2016
- 6. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Store purchases are better in-store v Online purchases Trends in uniting in-store and digital channels Getting the product fast 79% v 9% Answering product questions 50% v 22% Getting a sense of the brand 42% v 15% Helping choose what to buy 34% v 28% Source: Nationwide research study of 1,000 US consumers in December 2016
- 7. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Trends in uniting in-store and digital channels What do retailers need to improve to encourage visits? Better staff attitude & knowledge 87% More access to trained staff 80% Chance to pre-book with staff 47% Source: Nationwide research study of 1,000 US consumers in December 2016
- 8. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Trends in uniting in-store and digital channels of consumers are interested in setting up staff access online ahead of their store visit 53% Source: Nationwide research study of 1,000 US consumers in December 2016
- 12. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 reduction in admin tasks - staff can focus on customers 75% increased bookings 20K Centralized appointment data provides a holistic view of customers Business Impact Free classes generate customer loyalty
- 15. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 bookings per month 15K increase in basket size 3x use data to drive marketing campaigns initiative/solution demand-driven by consumers Business Impact
- 19. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 exceeded revenue expectations 75% more than doubled appointment volume over 2 years 2x Business Impact in-store and at-home services and expanding 15 Great mix of phone, web and in-store bookings Provide exceptional customer service and build stronger customer relationships
- 21. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Business Impact Bookings in 2 days after email campaign 400 stores across Europe 105 Increased appointment volume 10x
- 23. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 unique users visited booking website 10K clients made bookings 2.5K items purchased from free and paid bookings 1K Business Impact 2 weeks after launch
- 25. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 real time visibility across stores 88 increase in customer bookings 25% use data to drive marketing campaigns Business Impact reduced employee downtime
- 34. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Business Impact Box office & online solution growth in sales since implemented 3 years ago 25% Used data to improve CX
- 36. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 store roll out with quick and easy adoption by staff 80Topline increase in revenue for holiday sale Improved customer experience Business Impact Improved associate experience
- 37. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Efficiency & AX Benefits in uniting in-store and digital channels
- 38. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Utilization & New Revenue s Benefits in uniting in-store and digital channels
- 39. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Data & Insights Benefits in uniting in-store and digital channels
- 40. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 CX Benefits in uniting in-store and digital channels
- 41. Retail’sBIGShow2017|#nrf17Retail’sBIGShow2017|#nrf17 Efficiency & AX Utilization & New Revenue s Data & Insights CX Benefits in uniting in-store and digital channels
Editor's Notes
- ** Brief intro of BB, keep short and to the point
- ** Keep short and to the point
- ** Benefits in uniting in-store and digital channels Improving customer LTV Customer experience and loyalty Leverage data to create personalized marketing Seamless UX across all channels Manage staff and improve AX
- ** Nationwide study of 1K US consumers in December - 56% will still typically shop mainly in-store
- ** Nationwide study of 1K US consumers in December Stores purchases are better in-store v online purchases for
- ** Nationwide study of 1K US consumers in December What do retailers need to improve to encourage visits? 47% want a chance to pre-book with staff 53% of consumers are interested in setting up staff access online ahead of their store visit
- ** Nationwide study of 1K US consumers in December What do retailers need to improve to encourage visits? 47% want a chance to pre-book with staff 53% of consumers are interested in setting up staff access online ahead of their store visit
- ** Configured for both events and appointment journeys – customer loyalty and CX Needed to centralize data, reduce overwhelming admin, allow real-time marketing events BB configured for 450+ locations in USA Booking Journey available on Toys R Us app. Perceived to provide Toys R Us/Babies R Us a competitive advantage vs other retailers in their sector.
- ** Screenshot of Event or Appointment option
- ** Offer variety of classes to enhance CX
- ** Business Impacts Increased bookings by over 20k 75% less admin Centralized appointment data with a deeper understanding of their customers Improved customer loyalty for customers who book Registry Appointments Classes and Events build brand awareness
- * Well known brand in the UK and globally, sells high quality and great value goods and appointment booking was driven by their customers Founded in 1884 914 stores in the UK Data gathering drives marketing campaigns 32 Million customers around the world Incredibly high number of appointments (15,000 bookings a month) Enables floor staff to focus on customers instead of spending admin time handling bookings About to go live with Events exclusive to loyalty card holders: differentiates engagement with different types of customers (As they are not live yet, this is not in the public domain so we shouldn't talk about it) Showcase conditional questions
- ** Screenshot of available bookings No offerings on Saturday or Sunday because foot traffic is already high
- ** Business Impacts 15k bookings per month Use data for personalized marketing campaigns 3x increased basket size Initiative was demand-driven by consumers
- ** 15 different in-store and at-home services offered, steering it’s business towards being appointment driven Can handle in-store appointments (i.e. beauty) as well as at-home appointments (i.e. floor fittings - JL staff visits the customer at home) Single Sign On Integration (JL customers able to login using their usual JL credentials) for seamless CX “When we realize BookingBug’s technological advantages would be amplified by its extensive experience of similar challenges, they really stood out to us.” - Richard Ambler, Head of Product Services
- ** Screenshot of 10 beauty services offered
- ** Screenshot of 3 beauty services selected (waxing, facial, manicure) System knows to organize appointments in appropriate order Would never get a wax after a facial, JL knows this
- ** Business Impacts 15 in-store and at-home services and expanding – steering business toward being appointment driven Mix of phone, web, and in-store bookings Exceeded revenue expectations by 50% More than doubled appointment volume over 2 years Provide exceptional customer service and builds customer relationship
- ** Use bookings to increase customer engagement
- ** Email campaign for new golf club line – produced 400 bookings over 2 days Went from 400 to 4,000 bookings 105 stores across Europe
- ** Offers free and paid classes aimed at increasing customer engagement Increase purchases through class offerings Free events such as a run around town or first sky lesson Goal is for customers to purchase items when booking a class Journey developed by Adidas developers using our APIs: customer is in charge of bespoke requirement delivery, with the support of BB's expertise.
- ** Business Impacts – 2 weeks after launch 10K unique users visited booking website 2.5K clients made bookings 1K items purchased from free and paid bookings
- ** Boosts personal shopping appointments 25% with BookingBug Debenhams is a leading international department store, founded in the UK 240 stores across 27 countries Use BB in 88 key stores across all customer communications Wanted to improve the CX to increase appointment bookings and enhance customer loyalty Wanted to increase staff efficiencies Wanted to establish a clear view of appointments and their value Launched an attractive and modern website
- ** Business Impacts 25% increase in customer bookings Use data to drive marketing campaigns Reduced employee downtime Real time visibility across 88 stores
- ** Globally known brand – Highlight use of Events – use events (Santa’s Grotto and Ice Skating) and personal shopping appointments Payment integration Complete end-to-end solution for Events - integrations with different applications allow full reporting: Events journey able to handle complex ticketing (peak/off pack, adult/child..) Integrated with tills to handle walk-ins and assign revenue to booking Tablet scanner app to scan tickets and confirm attendance
- ** Screenshot of event options (Grotto or Ice Rink)
- ** Screenshot of Santa’s Grotto website
- ** Screenshot of Santa’s Grotto booking option Number of adults and kids Make payment online
- ** Screenshot of Ice Skating booking journey
- ** Screenshot of entering information for ice skating – Donation option to “Save the Children”
- ** Screenshot of ice skating confirmation email - Completely different feel from Santa’s Grotto
- ** Screenshot of Santa’s Grotto and Ice Skating tickets - Completely different feel and design
- ** Business Impacts Box office and online solution 25% growth in sales since implemented 3 years ago Used data to improve ice skating rink sessions for a better CX
- ** Corporate Montra: Employee First Their foundation principals say 1 Great Person = 3 Good People that’s why they pay 50-100% above industry avg because they hire the GREAT people Less than 10% employee turnover rate More insight into this culture: http://standfor.containerstore.com/putting-our-employees-first/ Appointments are made in-store by TCS staff for custom closet line Alfa. There’s no front end yet, but they find value in capturing data from walk-in customers Rolled out to 80+ locations in December Training and adoption was seamless, employees thought interface was intuitive Used appointments for Holiday Sale which certainly increased revenue (don’t have an actual #, Jamie stated this) TCS utilize BookingBug’s new studio interface Appointments are set times, not queuing. Person shops while waiting for appointment Notified via text for appointment reminder an associate is available to assist Evaluating options to introduce queuing solution (As they are not live yet, this is not in the public domain so we shouldn't talk about it)
- ** Business Impact Improved AX Easily rolled out to 80 stores Quick and easy staff adoption Increase in revenue during holiday sale Improved CX
- ** Benefits in uniting in-store and digital channels Efficiency & AX Manage staff capacity Better use of void/quiet times Improve associate experience
- ** Utilization & New Revenues Increase footfall Increase uptake of services Increase upsell and cross sell
- ** Data & Insights Higher quality customer insights New targeting marketing opportunities Better service and staffing insights
- ** CX Better online & offline Increase engagement levels Increase customer loyalty
- ** Benefits in uniting in-store and digital channels conclusion