The document discusses how 5 technologies - digital signage, kiosks, mobile, audio, and smart shelves - are changing the in-store marketing landscape by enhancing the customer experience. It notes that these technologies can bridge customer needs for saving time and money and improving experiences with business needs to retain and convert customers and increase efficiencies. The document also outlines how a bad customer experience can lead to lost business, viral detractors, and operational burdens, while a good experience leads to customer acquisition, repeat business, and sustained business. Finally, it describes how these technologies can be used to create engaging, empowering, embedded, mobile, intelligent, and integrated experiences for customers.

1. Enhancing The
In-Store Experience
5 Technologies Changing The Marketing Landscape

2. Turbulent Times

3. Customer Needs Business Needs
• Save Time • Retain & Convert
• Save Money • Increase Efficiencies
• Improve Experience • Improve Satisfaction
(Service & WOW!)
• Differentiate

4. Customer Experience Technologies Provide A
Bridge Between Customer & Business Needs

5. DIGITAL KIOSKS MOBILE AUDIO SMART
SIGNAGE SHELVES

6. Why The In-Store Experience Matters...
Generation Tech
XBox • Wii • HD • Cell Phones • Internet

7. Why The In-Store Experience Matters...
Abundance of
Choice

8. Why The In-Store Experience Matters...
The Connected Customer -
Social Buzz

9. A Bad Customer
Experience 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. A Good Customer
Experience 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. Technology Can Be Used to
Amplify The Experience

12. The Experience Is Engaging

13. The Experience Is Engaging

14. The Experience Is Engaging

15. The Experience Is Engaging

16. The Experience Is Empowering

17. The Experience Is Empowering

18. The Experience Is Empowering

19. The Experience Is Empowering

20. The Experience Is Embedded

21. The Experience Is Embedded

22. The Experience Is Embedded

23. The Experience Is Embedded

24. The Experience Is Mobile

26. The Experience Is Mobile

27. The Experience Is Mobile

30. The Experience Is Intelligent
Triggers
Targeted Media
Produces
Product Pick-up Offers
or Motion
Guided Selling Consumer Metrics

31. The Experience Is Intelligent

32. The Experience Is Intelligent

33. The Experience Is Intelligent

34. The Experience Is Integrated

35. The Experience Is Integrated
Labs/Cafes
Guest Services
Wayfinding Casino/Bars
Spa/Fitness
Staterooms
Crew Cabins
Property
Management
Broadcast Center Onboard Administration
Appointments
Shore Excursions
BizTalk Point of Sale

36. The Bridge Technologies
DIGITAL KIOSKS MOBILE AUDIO SMART
SIGNAGE SHELVES

37. It’s All About the Experience!

38. Thank You
Brian Ardinger - Chief Marketing Officer
Phone: 402-323-6262
Web: www.nanonation.net
Email: brian@nanonation.net