Webinar presented by Mike Wittenstein of Storyminers and hosted by BARE International. Fashion Industry: How can we better influence THE moment of truth? You want to learn how to re-design Customer Experience and increase your brand’s ROI? How can we better understand the psychology of the customers in the industry and create more revenue?  Discover all the replies in these innovative Webinars sponsored by BARE International and hosted by two renowned speakers, who are going to blow your mind with their knowledge and convert you in the Game Changer of the Fashion Retail Industry.  Learn how to unleash the power in a moment of truth at this BARE/Storyminers free webinar. Attendees will learn about customer experience, journey maps, get some leading edge retail examples of moments of truth, learn how customers find/enjoy/share experiences, see how journey maps can help current and future states, and get some market-proven design tips.

1. Be a Fashion Industry
Game Changer
EXPERIENCE MATTERS

2. Chapter Background
1. What Success Looks Like
2. Thinking Bigger
3. Tools
EXPERIENCE MATTERS

3. What Success Looks Like…
EXPERIENCE MATTERS
Product Store Experience Supply Chain Omnichannel Customer
http://c300221.r21.cf1.rackcdn.com/
oliviabridal-design-vera-wang-deandra-
price-vera-wang-wedding-dresses-cheap-
for-sale-1364197574_b.jpg
http://caponeart.com/wp-content/uploads/2016/09/design-kitchen-
appliances-design-kitchen-appliances-photo-of-goodly-design-
kitchen-best-set.jpg

4. EXPERIENCE MATTERS
Product Store Experience Supply Chain Omnichannel Customer
What Success Looks Like…
http://media.vanityfair.com/photos/
573f7bfa23c1227948d0a3ff/master/w_690,c_limit/apple-
store-new-design-san-francisco-03.jpg
http://itechcraft.com/wp-content/uploads/2014/12/
estimote-ibeacon1.jpg

5. EXPERIENCE MATTERS
Product Store Experience Supply Chain Omnichannel Customer
What Success Looks Like…
https://www.youtube.com/watch?v=6G3JIyG_GeY

6. EXPERIENCE MATTERS
Product Store Experience Supply Chain Omnichannel Customer
What Success Looks Like…
http://media.vanityfair.com/photos/
573f7bfa23c1227948d0a3ff/master/
w_690,c_limit/apple-store-new-design-san-
francisco-03.jpg https://www.youtube.com/watch?v=FoVvPZRFd1I https://www.youtube.com/watch?v=FoVvPZRFd1I

7. EXPERIENCE MATTERS
Product Store Experience Supply Chain Omnichannel Customer
What Success Looks Like…
http://www.consensuscorp.com/why-consensus/
Establish
Grow
Unify
Predict

8. EXPERIENCE MATTERS
Product Store Experience Supply Chain Omnichannel Customer
What Success Looks Like…
?

9. Chapter Background
1. What Success Looks Like
2. Thinking Bigger
3. Tools
EXPERIENCE MATTERS

10. EXPERIENCE MATTERS
you have to think bigger

11. EXPERIENCE MATTERS
it’s not enough for the experience
to be omni channel…
youhave to become omni channel

12. EXPERIENCE MATTERS
That means learning each others’ languages
• Product design > supply chain = RFID
• Supply chain > in-store analytics +
machine vision = personalization
• Store operations > research + process
improvements = sales lift

13. Chapter Background
1. What Success Looks Like
2. Thinking Bigger
3. Tools
EXPERIENCE MATTERS

14. Tools
EXPERIENCE MATTERS
Journey Maps Moments of Truth Experience-Story Connection

15. Tools
EXPERIENCE MATTERS
Journey Maps Moments of Truth Experience-Story Connection

16. Tools
EXPERIENCE MATTERS
Journey Maps Moments of Truth Experience-Story Connection
Stories
come from
clues and
emotions

17. design from the outside in
EXPERIENCE MATTERS

18. design from the outside in
change from the inside out
EXPERIENCE MATTERS
strategy, branding, tech, operations

19. invite customers + employees
to your meetings
EXPERIENCE MATTERS
design, troubleshooting, planning, pizza

20. EXPERIENCE MATTERS
learn more about them
mystery shopping, video analytics, hybrid channel analysis

21. EXPERIENCE MATTERS
test your ideas before launching them
walk-throughs, prototyping, human prototyping®

22. Chapter Background
1. Start With What Success Looks Like
2. Think Bigger
3. Use New Tools
EXPERIENCE MATTERS
Summary

23. Chapter Background
4. Design Out>In, Change In>Out
5. Know Your Customers Even Better
6. Test, Launch, Learn, Improve,
EXPERIENCE MATTERS
Summary

24. 15-minute chat
sameness
EXPERIENCE MATTERS

25. Questions + Answers
EXPERIENCE MATTERS

26. By his own admission, Mike Wittenstein is a designer who can’t draw. He
advises leaders on how changes to their customer experiences can positively
affect their brand narratives and their bottom lines. He is the managing
partner at Storyminers, a design pioneer and developer of unique methods
and tools for enhancing front-line customer experiences.
700+ engagements
25+ countries
$1.6B+ value created
Select Clients: Air Canada, Apple, AT&T, Barnes & Noble, Best Buy,
Blackrock, Cable & Wireless, Chick-fil-A, Clorox, Delta Air Lines, Holiday
Inns, IBM, LeasePlan, McDonald’s, Party City, Publix, Safeway, SAP,
Zaxby’s, and many other game-changing brands.
EXPERIENCE MATTERS
MBA, BA
CMC, CSP, CCXP
English, Portuguese, Spanish, Russian