This document discusses enhancing consumer engagement through intelligent digital signage. It describes the company providing the signage solutions, their experience and offerings. It then outlines three stages of digital signage maturity: thinking, doing, and mastering. The mastering stage involves converging digital platforms and using dynamic, data-driven content and social media to create engaging experiences that influence consumer behavior.
It is with great privilege and joy that we were invited by Reed Exhibition (RX) to give a talk on data analytics at their Annual RX Asia-Pacific Regional Sales and Marketing Academy in Shanghai.
wearedbp.com (Extented): Digital Transformation - What's Next?Ivan Fernandes
The document discusses the implications of digital transformation for brands, agencies, and consumers. It argues that successful brands of the future will be digital and customer-focused, defining and delivering future brand experiences. It also stresses that future brands will have a profound understanding of digital impact and will use digital technologies to create value throughout the value chain. The document advocates leveraging digital technology for optimal business engagement, embracing technology for competitive advantage, and delivering superior customer experiences.
Gamification: Priming Your Market For Salesfinndigital
Gamification is the application of game-design thinking to non-game applications to make them more engaging.
More than "badges", more than loyalty, more than swag incentives, gamification taps into the heart of the customer. It gives them a reason to get involved with your brand - and each other.
Using case studies of actual trade shows and events with BoothTag, the presentation demonstrates an approach to customer engagement that delivers measurable inbound traffic and primes the pump for sales.
You'll wrap up with a fresh approach to attracting, motivating and retaining customers and influencing their behavior.
The document discusses the future of luxury retail stores, proposing a store with minimalistic empty walls containing no physical products, instead using holographic displays and projections to showcase products in a clean, brand-influenced space. Customers would be identified through RFID tags, passports, banking information or social media and could view and manipulate personalized product displays and try on clothing virtually through smart mirrors and gesture controls. Payments would be made by simply scanning one's hand.
This document discusses how an online reservation and management system can help businesses. It allows businesses to manage bookings, operations, and finances from anywhere. The system provides real-time availability and rates online, centralizes reservations, sales, customer relationships and other functions. It helps businesses prepare for guests, create the guest experience, and stay in touch with customers.
This document discusses enhancing consumer engagement through intelligent digital signage. It describes the company providing the signage solutions, their experience and offerings. It then outlines three stages of digital signage maturity: thinking, doing, and mastering. The mastering stage involves converging digital platforms and using dynamic, data-driven content and social media to create engaging experiences that influence consumer behavior.
It is with great privilege and joy that we were invited by Reed Exhibition (RX) to give a talk on data analytics at their Annual RX Asia-Pacific Regional Sales and Marketing Academy in Shanghai.
wearedbp.com (Extented): Digital Transformation - What's Next?Ivan Fernandes
The document discusses the implications of digital transformation for brands, agencies, and consumers. It argues that successful brands of the future will be digital and customer-focused, defining and delivering future brand experiences. It also stresses that future brands will have a profound understanding of digital impact and will use digital technologies to create value throughout the value chain. The document advocates leveraging digital technology for optimal business engagement, embracing technology for competitive advantage, and delivering superior customer experiences.
Gamification: Priming Your Market For Salesfinndigital
Gamification is the application of game-design thinking to non-game applications to make them more engaging.
More than "badges", more than loyalty, more than swag incentives, gamification taps into the heart of the customer. It gives them a reason to get involved with your brand - and each other.
Using case studies of actual trade shows and events with BoothTag, the presentation demonstrates an approach to customer engagement that delivers measurable inbound traffic and primes the pump for sales.
You'll wrap up with a fresh approach to attracting, motivating and retaining customers and influencing their behavior.
The document discusses the future of luxury retail stores, proposing a store with minimalistic empty walls containing no physical products, instead using holographic displays and projections to showcase products in a clean, brand-influenced space. Customers would be identified through RFID tags, passports, banking information or social media and could view and manipulate personalized product displays and try on clothing virtually through smart mirrors and gesture controls. Payments would be made by simply scanning one's hand.
This document discusses how an online reservation and management system can help businesses. It allows businesses to manage bookings, operations, and finances from anywhere. The system provides real-time availability and rates online, centralizes reservations, sales, customer relationships and other functions. It helps businesses prepare for guests, create the guest experience, and stay in touch with customers.
Webinar: The 5 Stages of Personalization MaturityLucidworks
Individualization is at the pinnacle of the Personalization Maturity Model and is the key to driving KPIs. Where are you on the Personalization Maturity scale?
Presented by: Diane Burley, VP Content, Lucidworks and Richard Isaac, CEO, RealDecoy Consulting
This document discusses the power of location data and analytics. It provides an overview of the Local Search Association (LSA), which helps businesses market locally to consumers. It outlines how location signals can offer clues about people's identities, interests, and intentions. It notes that mobile devices now drive most internet usage, enabling more holistic understanding of online and offline behavior through location data. Finally, it previews a session that will discuss how brands and retailers can use location intelligence to better target and measure audiences, drive foot traffic, and learn about their best customers.
1) The retail future will focus on seamless omnichannel experiences where customers can easily move between online and in-store shopping.
2) Customers expect fast, personalized service across all channels. Retailers must leverage technology to quickly respond to customers and tailor each experience.
3) Digital payments like mobile wallets will become more popular, but cash and cards will still be used. Technology will shift focus from operations to enhancing customer loyalty through superior service.
Casinos are exploring using GPS and NFC mobile technologies to enhance the customer experience. GPS can be used for navigation, location-based promotions and analytics. Nearly 1 billion smartphones worldwide have GPS. NFC adoption is growing but has been slower in the US. Casinos could use NFC for payments, loyalty programs and room keys. Both GPS and NFC provide opportunities for improved customer analytics, experiences and operating efficiencies, though costs are significant.
5G touch digital signage solutions by Brand TouchVellyslav Petrov
Delivering adaptive digital signage innovation on 5 continents since 2010 - custom-designed digital totems, touch surfaces, interactive stands, DJ stands
An optimized website aims to clearly and consistently communicate a company's unique value to persuade visitors in a customer-centric way. It should highlight benefits, appeal to diverse audiences with clean design, clear journeys, focused messaging, and compelling visuals to deliver meaningful interactive experiences that stand above competitors. Data should inform website optimization more than intuition alone.
This document discusses the relationship between online travel agents (OTAs) and hotels. It notes that OTAs now dominate travel distribution and their reach will continue increasing. While OTAs provide benefits like increased revenue, web marketing, and market reach, they also cannibalize customers, capture personal data, and impose rising costs on hotels through abusive clauses. The document recommends that hotels master the customer journey, adapt to new technologies, raise their expertise, and manage by contribution margins. It suggests investing in clients, online reputation, content, education, and brand protection while diversifying distribution channels. The future may see new players capturing an even larger share of hotel margins through OTA reach.
The document summarizes Tidy, a digital customer engagement, loyalty and mobile payments platform that empowers businesses to engage and reward customers. Tidy's platform includes features like a branded mobile app, marketing tools, mobile payments, POS integration, analytics and security to help businesses increase revenue by attracting new customers and increasing loyalty. It allows businesses to set up customized loyalty programs, integrate all marketing activities, track ROI and know customers better through data and analytics.
This document summarizes and compares the online reputation management services of two companies, ReviewPro and Reputami. Both companies help hotels maximize guest engagement by leveraging guest satisfaction surveys and online reviews to improve the guest experience and increase revenue. ReviewPro is identified as the more precise and complete option, with a better reputation and more professional feedback, helping hotels improve their rankings, understand guests better, and save time managing daily feedback.
The Yardi Marketing Suite provides a comprehensive set of tools to attract prospects, convert leads into leases, and retain residents. It includes dynamic websites, social media marketing, online leasing and payments, reputation management, and integrates with other Yardi products for a complete solution. The suite appeals to prospects and increases efficiency by streamlining the marketing, leasing, and resident experience from initial contact through retention.
Crafting Audiences for Tourism Social AdvertisingMadeline Elliot
2018 has presented hurdles for digital marketers in the tourism industry looking to engage specific audiences. Specifically, restricted 3rd party data on Facebook and GDPR(General Data Protection Regulation) have narrowed targeting capabilities significantly. Now more than ever, funnel marketing is crucial to reaching audiences and nurturing them through a consumer journey that ultimately leads to conversion.
In this session, you will learn:
- Alternatives to using 3rd party data for social audience building
- How to identify your target audience through Facebook’s Audience Insights
- How to keep your Facebook audiences data privacy compliant
- How to build a marketing funnel utilizing the targeting capabilities that are currently available through Facebook Business Manager
- How to optimize the consumer journey for conversion through smart landing pages
Foursquare is a location-based social networking platform that allows users to check-in at different locations. The document discusses how businesses can use Foursquare to draw in new customers by offering special promotions to users who check-in, increasing awareness of their brand and location. It also notes how Foursquare provides analytics to businesses on customer demographics and check-in patterns to help them better understand customer traffic and marketing opportunities.
George lucas acorns fin_tech summit 2016Glen Frost
This document discusses strategies for fintech companies to acquire customers successfully. It notes that 2.5 billion people globally have never had financial services and that customer acquisition requires a strong value proposition, good user experience design, strong customer service, and effective marketing. The key is to entice customers away from established financial institutions by offering a clear added value. User experience should be simple and frictionless. Customer service aims to resolve issues quickly and make account closing easy. Marketing may involve digital ads, emails, and seminars. The document examines Acorns' approach which focuses on micro-investing and simplifying finances through a mobile-first platform. Acorns' customer acquisition cost is much lower than other financial service companies.
Digital signage solutions make it simple for you to activate the whole system wherever you are. Here https://www.mintm.com/ MINTM offers the topmost quality digital signage solutions.
Big Data: Personalisation for Enterprise NICTA - Dr Rami Mukhtar OptusBusiness
Over the last decade Internet Properties have become masters of product and service personalisation allowing data to be used to provide a customer experience tailored to the individual. The discovery of these technologies by businesses has fuelled enthusiasm for a Big Data approach and has also presented challenges of multi-channel deployment across traditional and digital channels.
In this session, Dr Rami Mukhtar will elaborate on the challenges through a case study, describe techniques available to enterprise, and will address the business constraints to consider.
This document summarizes user research and prototype testing for a proposed mobile payment feature within the Foursquare app. It describes personas identified from user surveys, competitor analyses of social media and mobile payment apps, an ideation process involving paper prototyping and user testing, and plans for future iterations including adding incentives and loyalty programs.
The document describes The Interact Customer Journey platform, which is created by Mobile Marketing Experts to drive customer engagement across various channels. It allows connecting traditional and digital advertising to capture user data and generate qualified leads. The platform manages all campaigns on a single system and aims to improve customer experience, drive business development, and increase ROI. It provides clients with an interactivity tool to inform campaigns and a demonstrable ROI.
The document discusses emerging technologies in retail and their applications. Near field communication (NFC) allows sharing product information by tapping phones. Websites like Squarespace and LightCMS make creating and updating sites easy. Augmented reality and gesture recognition are enhancing the shopping experience. Social media is used for profiling customers and generating leads for B2B. Mobile devices are empowering retail staff and providing real-time inventory access.
Trends 2015: A New World of Digital Opportunities to Delight Your CustomerAcquia
The document discusses how digital innovation is driving changes in customer experiences. It summarizes the keynote speakers and topics which include trends in 2015 and how Lush embraced digital technologies. The main presentation by Myles Davidson of iKOS Digital discusses a three step process for organizations to transform culturally and technologically to meet new customer expectations: from considering individual channels to developing an integrated platform (capable), and finally achieving a joined-up cultural approach (cultural) with seamless customer experiences.
Planning Your Digital Strategy Around The Customer JourneyNeil Henry
A short presentation on the importance of having a unified digital marketing strategy AND why focusing on your customers journey is the key to making it successful.
Webinar: The 5 Stages of Personalization MaturityLucidworks
Individualization is at the pinnacle of the Personalization Maturity Model and is the key to driving KPIs. Where are you on the Personalization Maturity scale?
Presented by: Diane Burley, VP Content, Lucidworks and Richard Isaac, CEO, RealDecoy Consulting
This document discusses the power of location data and analytics. It provides an overview of the Local Search Association (LSA), which helps businesses market locally to consumers. It outlines how location signals can offer clues about people's identities, interests, and intentions. It notes that mobile devices now drive most internet usage, enabling more holistic understanding of online and offline behavior through location data. Finally, it previews a session that will discuss how brands and retailers can use location intelligence to better target and measure audiences, drive foot traffic, and learn about their best customers.
1) The retail future will focus on seamless omnichannel experiences where customers can easily move between online and in-store shopping.
2) Customers expect fast, personalized service across all channels. Retailers must leverage technology to quickly respond to customers and tailor each experience.
3) Digital payments like mobile wallets will become more popular, but cash and cards will still be used. Technology will shift focus from operations to enhancing customer loyalty through superior service.
Casinos are exploring using GPS and NFC mobile technologies to enhance the customer experience. GPS can be used for navigation, location-based promotions and analytics. Nearly 1 billion smartphones worldwide have GPS. NFC adoption is growing but has been slower in the US. Casinos could use NFC for payments, loyalty programs and room keys. Both GPS and NFC provide opportunities for improved customer analytics, experiences and operating efficiencies, though costs are significant.
5G touch digital signage solutions by Brand TouchVellyslav Petrov
Delivering adaptive digital signage innovation on 5 continents since 2010 - custom-designed digital totems, touch surfaces, interactive stands, DJ stands
An optimized website aims to clearly and consistently communicate a company's unique value to persuade visitors in a customer-centric way. It should highlight benefits, appeal to diverse audiences with clean design, clear journeys, focused messaging, and compelling visuals to deliver meaningful interactive experiences that stand above competitors. Data should inform website optimization more than intuition alone.
This document discusses the relationship between online travel agents (OTAs) and hotels. It notes that OTAs now dominate travel distribution and their reach will continue increasing. While OTAs provide benefits like increased revenue, web marketing, and market reach, they also cannibalize customers, capture personal data, and impose rising costs on hotels through abusive clauses. The document recommends that hotels master the customer journey, adapt to new technologies, raise their expertise, and manage by contribution margins. It suggests investing in clients, online reputation, content, education, and brand protection while diversifying distribution channels. The future may see new players capturing an even larger share of hotel margins through OTA reach.
The document summarizes Tidy, a digital customer engagement, loyalty and mobile payments platform that empowers businesses to engage and reward customers. Tidy's platform includes features like a branded mobile app, marketing tools, mobile payments, POS integration, analytics and security to help businesses increase revenue by attracting new customers and increasing loyalty. It allows businesses to set up customized loyalty programs, integrate all marketing activities, track ROI and know customers better through data and analytics.
This document summarizes and compares the online reputation management services of two companies, ReviewPro and Reputami. Both companies help hotels maximize guest engagement by leveraging guest satisfaction surveys and online reviews to improve the guest experience and increase revenue. ReviewPro is identified as the more precise and complete option, with a better reputation and more professional feedback, helping hotels improve their rankings, understand guests better, and save time managing daily feedback.
The Yardi Marketing Suite provides a comprehensive set of tools to attract prospects, convert leads into leases, and retain residents. It includes dynamic websites, social media marketing, online leasing and payments, reputation management, and integrates with other Yardi products for a complete solution. The suite appeals to prospects and increases efficiency by streamlining the marketing, leasing, and resident experience from initial contact through retention.
Crafting Audiences for Tourism Social AdvertisingMadeline Elliot
2018 has presented hurdles for digital marketers in the tourism industry looking to engage specific audiences. Specifically, restricted 3rd party data on Facebook and GDPR(General Data Protection Regulation) have narrowed targeting capabilities significantly. Now more than ever, funnel marketing is crucial to reaching audiences and nurturing them through a consumer journey that ultimately leads to conversion.
In this session, you will learn:
- Alternatives to using 3rd party data for social audience building
- How to identify your target audience through Facebook’s Audience Insights
- How to keep your Facebook audiences data privacy compliant
- How to build a marketing funnel utilizing the targeting capabilities that are currently available through Facebook Business Manager
- How to optimize the consumer journey for conversion through smart landing pages
Foursquare is a location-based social networking platform that allows users to check-in at different locations. The document discusses how businesses can use Foursquare to draw in new customers by offering special promotions to users who check-in, increasing awareness of their brand and location. It also notes how Foursquare provides analytics to businesses on customer demographics and check-in patterns to help them better understand customer traffic and marketing opportunities.
George lucas acorns fin_tech summit 2016Glen Frost
This document discusses strategies for fintech companies to acquire customers successfully. It notes that 2.5 billion people globally have never had financial services and that customer acquisition requires a strong value proposition, good user experience design, strong customer service, and effective marketing. The key is to entice customers away from established financial institutions by offering a clear added value. User experience should be simple and frictionless. Customer service aims to resolve issues quickly and make account closing easy. Marketing may involve digital ads, emails, and seminars. The document examines Acorns' approach which focuses on micro-investing and simplifying finances through a mobile-first platform. Acorns' customer acquisition cost is much lower than other financial service companies.
Digital signage solutions make it simple for you to activate the whole system wherever you are. Here https://www.mintm.com/ MINTM offers the topmost quality digital signage solutions.
Big Data: Personalisation for Enterprise NICTA - Dr Rami Mukhtar OptusBusiness
Over the last decade Internet Properties have become masters of product and service personalisation allowing data to be used to provide a customer experience tailored to the individual. The discovery of these technologies by businesses has fuelled enthusiasm for a Big Data approach and has also presented challenges of multi-channel deployment across traditional and digital channels.
In this session, Dr Rami Mukhtar will elaborate on the challenges through a case study, describe techniques available to enterprise, and will address the business constraints to consider.
This document summarizes user research and prototype testing for a proposed mobile payment feature within the Foursquare app. It describes personas identified from user surveys, competitor analyses of social media and mobile payment apps, an ideation process involving paper prototyping and user testing, and plans for future iterations including adding incentives and loyalty programs.
The document describes The Interact Customer Journey platform, which is created by Mobile Marketing Experts to drive customer engagement across various channels. It allows connecting traditional and digital advertising to capture user data and generate qualified leads. The platform manages all campaigns on a single system and aims to improve customer experience, drive business development, and increase ROI. It provides clients with an interactivity tool to inform campaigns and a demonstrable ROI.
The document discusses emerging technologies in retail and their applications. Near field communication (NFC) allows sharing product information by tapping phones. Websites like Squarespace and LightCMS make creating and updating sites easy. Augmented reality and gesture recognition are enhancing the shopping experience. Social media is used for profiling customers and generating leads for B2B. Mobile devices are empowering retail staff and providing real-time inventory access.
Trends 2015: A New World of Digital Opportunities to Delight Your CustomerAcquia
The document discusses how digital innovation is driving changes in customer experiences. It summarizes the keynote speakers and topics which include trends in 2015 and how Lush embraced digital technologies. The main presentation by Myles Davidson of iKOS Digital discusses a three step process for organizations to transform culturally and technologically to meet new customer expectations: from considering individual channels to developing an integrated platform (capable), and finally achieving a joined-up cultural approach (cultural) with seamless customer experiences.
Planning Your Digital Strategy Around The Customer JourneyNeil Henry
A short presentation on the importance of having a unified digital marketing strategy AND why focusing on your customers journey is the key to making it successful.
Digital marketing is more cost effective than traditional marketing and helps generate better revenues. It facilitates interaction with targeted audiences to build the brand reputation. Digital marketing delivers conversions by creating fast communication through SEO, SMO, and email marketing. It influences prospects to take favorable action through calls to action on websites. The importance of digital marketing is that it allows companies to reach targeted audiences who are likely to learn about the brand and potentially buy products.
Digital Customer Experience Strategies Summit | New York | September 24th & 2...Thomas Barnes
Protect your reputation, profits and ensure customer loyalty. Design digital customer experiences that engage your customers anytime, anywhere.
Creating a unified and personalized customer experience across channels is pivotal to any modern business strategy. Given the proliferation of digital channels, companies need to strategize how best to use digital channels that reconcile business and brand objectives with customer needs.
Develop an action plan to make customer-centricity in this digital age a core element of your company’s daily operations. Collect best practices to track your customers’ experiences and optimize the performance of your digital projects. Source the right tools and develop key processes to prioritize your digital investments and identify areas for improvement that will maximize your ROI.
Benchmark your company against internationally recognized digital customer experience programs and interact with cross-industry leaders in interactive Q&A sessions. Digital has the power to innovate and it is here to stay; you do not want to be behind the curve.
Your next step — this conference!
Implement 10 key digital customer experience best practices / solutions / strategies:
1. Incorporate customer – centricity to align your operational processes
2. Improve your digital CX performance with actionable data analytics
3. Manage social conversations effectively
4. Create digital experiences to secure customers over your fastest growing channels
5. Increase engagement and deliver value through mobile
6. Leverage digital innovations to drive customer experience
7. Align business objectives with customer needs
8. Deliver consistent omni-channel experiences
9. Benchmark your success to uncover new opportunities
10. Capitalize on digital channels to increase conversion
The importance of Mobile Application in the emerging market and its potential for increasing your business worth. It helps in driving repeat business, generating revenue and increasing customer engagement.
This document discusses the concept of smart retail and how digital technologies can enhance the customer experience. It provides examples of how interactive digital displays, signage, and applications can be used at various touchpoints in the retail process to improve branding, provide product information, enable self-service options for customers, and generate analytics. Case studies are presented of companies that have implemented these smart retail solutions, such as Mobistar which saw improved customer experiences and cost savings, and Elisa Shopit which offered more versatile product testing for customers. The overall benefits highlighted include a richer digital customer experience, better brand communication and customer service, and more efficient retail operations.
Webinar Youtap UMKM Academy - Technology for MSME.pdfAdhitya Hartowo
The document discusses how technology can help small and medium enterprises (MSMEs) by allowing them to accept various payment methods, easily manage their business, improve communications with customers, better promote their products, enhance customer experience, and adapt to changes. It provides examples of technologies that can help with integrated point of sale systems, digital communication channels, online marketing campaigns, customer loyalty programs, and data analytics. The document also advertises open job positions at Youtap and instructs applicants to include the desired position and their name in the subject line when emailing their resume.
Identify your customer’s stress & make it go away, CreativevirtualInternet World
The document discusses improving customer experience through three steps: syncing customer data across channels, predicting customer needs through conversational analytics, and delivering personalized assistance through intelligent virtual agents. It highlights how top companies are using virtual agents to answer over 100,000 customer questions daily and increase self-service traffic and sales. The key takeaways are to use customer data to predict needs, provide consistent information across all channels, and eliminate data silos through knowledge management.
This document proposes an augmented loyalty program that uses digital technologies like mobile apps, augmented reality, RFID, and social media to enhance customers' shopping experiences. The program would create a more personalized experience through an integrated mobile app that provides notifications, rewards, games and information to customers based on their location in the store. It would also use RFID sensors to detect customers in the store and trigger app notifications, while analytics from the sensors could provide store traffic insights. A social media hub and content marketing strategy are proposed to further engage customers.
Store operations staff are often measured by improvements in same store performance year over year – and increasing customer engagement is the most important indicator of intention
What exactly is "digital transformation" and what does it mean? In short, it's leveraging the convergence of marketing, sales and IT to deliver an exceptional customer experience.
InteractMedia provides an interactive customer journey service through SMS, video, email and mobile websites. Their managed service incorporates these mediums into marketing campaigns and measures effectiveness. Key benefits include a low-cost subscription model, real-time reporting of leads generated, and measurability of all campaigns to increase engagement, sales and lower customer acquisition costs. InteractMedia specializes in mobile marketing strategies and campaigns to build brand awareness and drive accelerated sales across platforms.
The document discusses using NFC technology to engage attendees at the 2014 Chicago Auto Show. It describes setting up an NFC experience called "GO" to allow attendees to vote in polls, register for publications, and enter contests from their smartphones. Activities included tapping NFC tags on shirts, wristbands and displays to access content. Over 1400 people registered across categories like auto, tech and a wearables session. The event identified opportunities to use NFC for engagement at other small business and education events.
The presentation is about how Mashreq bank has constantly evolved as a key player in the Digital engagement space. The presentation highlights key Digital initiatives taken during my tenure at Mashreq.
The document discusses developing an effective mobile marketing strategy, outlining key channels like SMS, mobile websites, apps, and location-based services. It provides best practices for using these channels, such as getting permission for SMS campaigns, optimizing websites for mobile, and giving incentives for location check-ins. The overall goal of a mobile strategy is to generate sales, increase brand awareness, improve customer support, and enhance customer loyalty through targeted mobile communications.
This document provides an overview of InteractMedia, a company that drives interactive marketing campaigns across mobile, social, web, and connected TV. InteractMedia was founded by Scott Davies and Jon Parker and offers consultancy, direct campaign creation and management, partnerships, and reseller opportunities. The company removes risks for brands and helps move consumers through the steps of awareness, recognition, participation, and response using mobile and social tools. InteractMedia's strategy is to identify marketing opportunities for brands, create engaging campaigns, and manage consumer interaction to drive marketing ROI.
Digital disruption refers to changes enabled by digital technologies that disrupt established ways of doing business. There are three types of digital disruption: access, which allows direct engagement between shoppers and suppliers; economics, which enables more transactions at lower costs; and performance, which delivers better value through expanding digital capabilities. Traditional paths to purchase have been disrupted, with consumers now researching options online before shopping. Stores must evolve to provide a destination experience using technology like RFID and mobile POS to remain relevant in the digital age.
Similar to Digitalising the instore experience (20)
It’s no secret that the marketing landscape is growing increasingly complex, with numerous channels, privacy regulations, signal loss, and more. One of the biggest problems facing marketers today is that they’re experiencing data deluge and data drought simultaneously.
Bliss Point by Tinuti addresses these challenges by providing a single, user-friendly platform for measuring what marketers previously struggled to measure. With Bliss Point, you can move beyond simply validating past actions and instead use measurement to guide real-time decision-making on what should happen next.
Join our product experts for a live demonstration of Bliss Point. Discover how it can empower your brand with the tools and insights needed to optimize each channel, across your entire media mix, and your overall brand performance.
5. “Capture data, promote products and
offers, improve dwell time, increase
conversion & sales ”
“Increase reach, capture new customers,
build online presence and relationship with
customers, enhance customer loyalty”
“Increase customer retention, build loyalty, generate
referrals, improve products and services, improve
brand awareness”
“Overcome geographical
limitations, gain new customers,
improve sales, provide information,
target consumers, 247 shopping,
click & collect/reserve”
6. Successful Digital Transformation
Lead from
the front
Strategy
before
Technology
Ability &
Experience
Reimagine
the
Customer
Journey
Disrupt
your own
business
Pursue new
technology
Digitalizing the Instore experience.
Digital is here.. consumers are embracing it, as retailers if we embrace it too, it can help us to win the customer experience battle.
We all hear and read about consumer trends changing, those of us in retail see it. We know customers are looking for retail expediencies rather than just transactions. Retailers that have a seamless omni-channel or Total Retail experience seem to be reaping benefits from this. Pure-play online retailers have entered the bricks & mortar space, giving way to a new era of Digitalisation and a wakeup call to many traditional retailers.
Making predictions is always a risky move, but its safe to say that retailers should focus on the Digital trend, and that is to create digitally enabled physical stores by implementing the right technology in the space between physical and digital retail.
There are some great example of brands using technology in stores to improve the customer experience.
When it comes to implementing technology across stores, retailers can often find it difficult to know where to start. This usually ends with either a piecemeal approach that doesn’t fit the wider business strategy or excessive amounts of money being invested in only one type of technology with limited success.
Forward-thinking retailers should focus on building a robust digital strategy. With the right technology device management solutions, this strategy will become the foundation on which retailers bridge the gap between their offline and online commerce and digital activity.
So what are some proven benefits to the type of technology being introduced into stores?
It’s proven that some digital technology can Increase dwell time, allowing the retailer to showcase products and build relationships with customers.
Digitally Inspiring experiences has increased both sales and conversion.
As an average, lets say the conversion rate is 15% instore, that means 85% of customers may have left without purchasing something, with the use of digital technology can you increase conversion, or at least capture the data of the 85% of customers to re-engage with them later.
Despite many market commentators predicting a future with fewer physical stores, this is not an outcome that is going unchallenged. There is already some exciting work being done by retailers around the world, relying on making the most of the intersection between walk-in and digital spaces.
So what example are being utilised?
Wi-Fi – most people expect stores to provide easy access fast complementary Wi-Fi, also a great way to capture customer data. This is also needed for portable POS or for tablets if staff are using these to capture people’s data or share information along with e-commerce instore activity.
Aps – Is their a future for plastic card? Customers are expecting to be able to carry their membership cards, loyalty programs etc.. on their mobile devices, its easy, convenient and a great way to communicate marketing activities direct to customers.
Mobile Payment – Supermarkets have done a good job of providing this option, can other stores also take a leaf out of apples book and provide mobile payment instore or self checkouts to reduce staff being tied up in one activity or reduce queues at checkouts?
Facial Recognition – malls and retailers are using this on digital interactive boards and mirrors along with CRM devices to provide an enhanced customer experience. But facial recognition and tracking capability has many more useful functions such as heat mapping store visitors etc.
IOT – Internet of Things – great word, this can mean so much, some simple examples of this digital technology is Inventory tracking and stock check up etc.. its 2019 and still as retailers we have missed sales because of inventory being in the wrong place at the wrong time or out of stocks.
Digital Screens – What I’m sure you all are seeing is more and more conventional store windows being replaced with digital screens, whether for advertising content or consumer interactive, it’s a great way of capturing passing trade, bringing the store to life and engaging with customers.
Beacons – Near Field Communication and QR codes are all proven digital examples of interaction with customers to engage, convert and build consumer loyalty.
Smart Mirrors - I’m not fully convinced the technology is as good as it needs to be for magic mirrors to be fully effective, but its certainly on its way to proving its place in the retail scene.
Ecom – when I launched a website for a multi-brand sports retailer I was surprised to see that 50% of online transaction was click and collect. Where we failed was not having instore devices for customers to log onto and either update their baskets, transact or have a wider variety than instore. The endless isle is coming, brands and principles are less concerned where the product is purchased, either through their own stores, online, offline, or through partners, The key is to provide a seamless retail experience and journey and provide a service that builds customer loyalty.
NPS/Feedback – I’m still surprised that retailers are not using google enough to promote their stores for pretty much nothing, or replying to customers reviews, or updating the information available on the WWW. Many retailers and brands are doing away with store sales KPI’s and replacing them with NPS – I implemented a platform called RateIt in some store concepts, it was an easy way for customers to provide feedback, for us to hear the customers voice and to use the date to improve product ranges, choices and improve service.
Social Network – I believe Instagram is the most powerful social medial platform today, a great way to engage and interact with customers. There are many social media sites available to help drive consumer engagement. Someone asked me the other day how they can get more likes and sharing of their brand, I asked them how many employees they had, they said over 300, well, then you should be getting at least 300 likes, right?
Clientelling – In a world where there is less brand loyalty, its evermore important to to build long term relationships with customers. 20 Years ago I would have my local menswear store call me up to tell me that some new products had arrived in the store and they had put some aside in my size that they felt would be perfect for me, of course I felt obliged to pop down and buy one or two. I felt special, they had a regular customer, win win. Today technology has to be assistive, blending in to the consumer experience without being invasive and personalising the experience.
In 2016 I launched a sneaker concept called ‘The Social Foot’ – just to share with you 4 simple non expensive digital practical examples that worked were:
A digital laser engraving machine that allowed us to personalise sneakers purchased in store. Customers can add a phrase, name or image on their sneaker to have a truly one of a kind products. This also created ‘retail theatre’ in store, increased dwell time and build customer loyalty.
Digital windows are now very cost effective, when you work out the savings you make form not having to change windows regularly and the cost of props makes sense. The key of course is to have the content available to put on your screens.
Another digital application was creating a selfie corner in the store that allowed customers to not only tag themselves on theirs and our social media but also to have their 15 seconds of fame by being promoted on the store window with their recent purchase.
These digital applications were successful in driving traffic to The Social Foot, increasing conversion and building loyalty. The key though is not to allow digital experience to stagnate but to keep on innovating – I like to use the phrase - Innovate or Die
Sticking to the sports, fashion and lifestyle retailing category, here are 4 examples or suggestions I would recommend in your digital journey:
WI-FI – providing complementary Wi-Fi does increase dwell time, also allows you to then move on to digitalising the store with other applications like arming employees with instore tablets to help them check instore stock, assist customers with finding products on line if you have an ecom site, and for larger stores, this could also help employees restock more efficiently using relevant software.
It’s clear that most customers often have their smartphone in hand that typically has data and location information switched on, so why not use that to the store’s advantage by sending them personalized, live offers to tempt them? This is achieved by enticing customers to sign on to the shop’s Wi-Fi network, downloading the app and sending a subsequent push notification whenever they are within range of the beacons that recognize their location.
Using Portable POS devices could also free up employees from the tether of wired registers, allowing them to be with customers through their purchasing journey (like Apple and others) as well as gathered customer details if you install a simple CRM programme.
Leaders generally are unaware what’s happening on the shop floor, creating a simple WhatsApp group where staff can report feedback directly to management has no cost, but a simple and effective way of using digital to improve communication.
Social Network - I’m sure all of us have used google to search for store locations, checked ratings and feedback online. Gen Z have been born into a digital world with Social-Sharing & online communication as part of everyday life. It’s important to do this right, to have a clear social strategy and to remain true and genuine. It still surprises me to see honest feedback on social media sites from customers but no response from the brand or principle. And for those that take the time to post comments, surly to build a positive customer experience, wouldn’t it make sense to respond? Many companies are building Digital teams by integrating their customer service, Marketing and Ecom teams into one digital team… that’s food for thought…
CRM – If only we knew what our customers wanted, how their experience was and what was missing from the store or service, well with a simple CRM strategy that’s simple and effective to have. There is a lot of data available today, I read that over 70% of the worlds data has been generated in the last 5 years alone. If you implement data capture into your business, its really important firstly to secure that data, secondly on how to use it effectively. Data is powerful, misuse of data will be detrimental to your business.
Ecom – It’s actually not easy to make money from e-com in the short term. But e-com should not be thought of as just a transactional strategy, your website or 3rd party ecom retailer is a porthole into your brand and products. It’s another touch point into your customers purchase process whether they buy online or offline. I’m sure we have all done it, researched a brand or product online, and then gone into a store to touch and feel the product along with getting product information – we may have even opted to purchase online and have it delivered, the point is, you need this as a part of your digital strategy.
Physical and digital platforms both offer something the other can’t, so integrating the best of both will help provide an outstanding shopping experience. The most successful retailers in 2019 and beyond will be those that enable their employees to provide the best interactions for customers.
Lead from the Front
Digital transformation demands executive vision and leadership. Since the disruption to an organization’s business and culture is so profound, the management team needs to be digitally savvy and able to use the right combination of carrots and sticks to move the organization through the next steps in its digital journey.
According to the Harvard Business Review, digital transformations that don’t have strong leadership from the top tend to be ad hoc and chaotic:
“While it is important to encourage local ownership of ideas and projects, turning them into game-changers requires clear, sometimes ruthless direction from the centre around which projects to scale and in what order. Only the CEO has the power to provide this kind of direction across the entire enterprise. To do that effectively, CEOs need a holistic view of the digital threats and opportunities facing key parts of the business, and a way to link them to an overall vision for how digital is reshaping the competitive landscape.”
With the executive vision and approval in place, digital transformation initiatives can be consolidated, combined, prioritized, and properly coordinated for maximum impact.
It’s important to note than in order to provide this level of digital leadership, executives don’t need to be expert technologists. While the occasional social media post can be helpful, it’s more important for digital executives to consistently articulate a vision for how digitally transforming an organization will improve its operations, revenue, customer experience, and competitive position.
Put Strategy Before Technology
Strong executive leadership must be coupled with a compelling and time-boxed digital transformation strategy. Organizations should begin by clearly documenting the end state of what the digital transformation looks like, with particular attention to the pain points and experience of the customer.
By beginning with the end in mind, organizations can pursue the overarching cultural and technological changes needed to support their digital transformation. To do otherwise typically results in suboptimizing at the business process level and implementing technology in a piecemeal fashion.
Ability & Experience
It goes without saying that you need to have the right ability & experience in the business to design and execute a successful digital transformation. Digital transformation requires cultural and behavioural changes such as calculated risk taking, increased collaboration and customer centricity focus.
Without the right skills and support in the business, it could be a recipe for disaster.
Reimagine the Customer Journey
With a strategy in place and cultural realignment underway, effective digital transformations use fact-based methods to identify customer pain points, then work backwards into a value proposition, features, and ultimately, the customer experience.
Digital media offers many new ways to understand customer pain points, included advanced analytics, online customer surveys, and social media engagement, coupled with text analytics and data mining tools.
When that data is distilled down into actionable customer insights, the organization can create new user journeys and user end states like “Our customers will have X product selection and purchasing experience.”
The goal is not necessarily new technologies, but tools like multichannel integration via (CRM) systems and customer self-service applications help create compelling customer experiences.
Disrupt Your Own Business
Sounds scary right - With new customer experiences in mind, organizations are then primed to digitally transform their operational processes. Digital automation, collaboration tools, and enterprise analytics platforms light the way to modify or replace old processes with faster, deeper, more integrated ways of working at all levels of the organization.
Digitally transforming operations company-wide opens the door to digitally transforming your business. With less interference from operational silos or incompatible data, your company can pursue new digital products. Amazon is a prime example of a digitally-enabled enterprise launching and sustaining new digital business, starting with books, then quickly growing to many other consumer categories, video distribution, and cloud storage.
Pursue New Technology
With a new strategy, culture, and business model in progress, companies can then evaluate their current technology stack against the goals of the digital transformation to find functionality or data gaps.
Typically, this evaluation process includes comparing current capabilities to the problems that need to be solved in the digital transformation. The outcomes defined by the strategy and requirements of new customer experiences should help prioritize the technology roadmap for the digital transformation.
New behaviors for digital transformation, include:
Data-driven decision-making
Increased ROI of transformation activities
Increased productivity
More competitive products and services
Greater customer satisfaction
Increased revenue
While the digital transformation path can be challenging and sometimes costly, businesses that successfully transform themselves open up new ways to collaborate, faster innovation and time-to-market, new revenue opportunities, and, most importantly, serve customers in new and compelling ways.
So in conclusion, Digital Transformation is happening, it’s happening at a faster pace than ever seen before,
Retailers need to take note of the current trends and understand what their customers needs are.