Steve Harmon gave a presentation on disloyalty in retail. He discussed how a $10,000 sale was lost to Home Depot due to price checking. He explained that customers heavily search online for the best price. Harmon proposed that retailers need to reimagine their approach through "r2e2" - retail reimagined through emotional engagement. This involves creating experiences around products, knowing individual customers beyond data, and focusing on relief rather than just likes and interests. Harnessing the five senses can help build strong customer relationships in a competitive market.
Human: Thank you, that is a good high level summary that captures the key points in 3 sentences or less as requested.
Learn how to be an Online Triple Threat by selling on eBay, Amazon and your Own Website. Learn how and when to expand into multi-channel sellling.
Prepared for the Internet Marketing Association March 18, 2013
Building an Online Brand Through Customers | DMFB 2014Casie Gillette
This year at the Digital Marketing for Business conference, I cover how customers are changing the online landscape for brands and what companies can do to get them talking in a positive manner.
Learn how to be an Online Triple Threat by selling on eBay, Amazon and your Own Website. Learn how and when to expand into multi-channel sellling.
Prepared for the Internet Marketing Association March 18, 2013
Building an Online Brand Through Customers | DMFB 2014Casie Gillette
This year at the Digital Marketing for Business conference, I cover how customers are changing the online landscape for brands and what companies can do to get them talking in a positive manner.
EXAMPLE OF SATSANKALP, SADVASANA, SADBHAVANA, SADVICHAR AND SATPRERANA (ASPIRATIONS, PASSIONS, FEELINGS, THOUGHTS/POLICIES, AND PERSPECTIVE/MOTIVATION) OF AND FROM; TRUTH; THROUGH NAMASMARAN (JAAP, JAP, JIKRA, SUMIRAN, SIMARAN etc; i.e. remembering God):
This talk was held at the 13th meeting on Sept 23rd 2014 by Bruno Ungermann.
Conceptual overview of Hadoop based analytics, comparison between data warehouse architecture and Big Data architecture, characteristics of „schema on read“, typical Big Data use cases like customer analytics, operational analytics and EDW optimization, short software demo
Estrategia de daytrading para mercados de alta volatilidad basada en gapsRaul Canessa
En esta presentación se describe una estrategia de trading para mercados de volatilidad elevada, la cual se basa en gaps o brechas en el precio. Se utiliza para operar con marcos de tiempo de 1, 2, 3 y 5 minutos durante la apertura del mercado, en la misma sesión en que se detecta el gap. La posición se abre cuando ocurre el rompimiento alcista de la primera candela.
A cluster is a type of parallel or distributed computer system, which consists of a collection of inter-connected stand-alone computers working together as a single integrated computing resource.
A brief technical overview about GPU power consumption and performance, with references to the latest architecture developed by Nvidia: Maxwell and Tegra X1.
Co-Author: Pietro Piscione (https://www.linkedin.com/pub/pietro-piscione/84/b37/926)
Cultural Times - The first global map of cultural and creative industriesEY
EY released on the 3rd of December 2015 "Cultural Times", the first global map of Cultural and Creative Industries. This overview underlines the contribution of the creative economy to global growth and job creation.
Find out more on ey.com/CulturalTimes
Real-Time Analytics with Apache Cassandra and Apache SparkGuido Schmutz
Time series data is everywhere: IoT, sensor data, financial transactions. The industry has moved to databases like Cassandra to handle the high velocity and high volume of data that is now common place. However data is pointless without being able to process it in near real time. That's where Spark combined with Cassandra comes in! What was one just your storage system (Cassandra) can be transformed into an analytics system and it's really surprising how easy it is!
Master the fundamentals and you’ll master almost anything including online salesWheel Spin Media
Does your in-dealership experience match your customer’s online experience? If not, you’re bound to lose sales according to David Kain of KainAutomotive.com. David was the international guest speaker at this year’s Australian Automobile Dealers Association National Dealer Convention (AADA) where he presented his insightful lead-generating strategies and customer communication techniques which are designed to boost the car buying experience. Click now to hear David’s presentation: http://enews.ebusinessmedia.com.au/client/aada/2013/Main_pres_01.mp3
This presentation is based on Adasia2011 Theme "Uncertainty:The New Certainty" . It has been made from perspective of Brands . I think i fully understand the theme and have rightly summarized and concluded it in the presentation .
Creative Director of With Associates Mathew Wilson talks about ways of working with clients ranging from sole-trading crafts people, to global home-swapping networks.
EXAMPLE OF SATSANKALP, SADVASANA, SADBHAVANA, SADVICHAR AND SATPRERANA (ASPIRATIONS, PASSIONS, FEELINGS, THOUGHTS/POLICIES, AND PERSPECTIVE/MOTIVATION) OF AND FROM; TRUTH; THROUGH NAMASMARAN (JAAP, JAP, JIKRA, SUMIRAN, SIMARAN etc; i.e. remembering God):
This talk was held at the 13th meeting on Sept 23rd 2014 by Bruno Ungermann.
Conceptual overview of Hadoop based analytics, comparison between data warehouse architecture and Big Data architecture, characteristics of „schema on read“, typical Big Data use cases like customer analytics, operational analytics and EDW optimization, short software demo
Estrategia de daytrading para mercados de alta volatilidad basada en gapsRaul Canessa
En esta presentación se describe una estrategia de trading para mercados de volatilidad elevada, la cual se basa en gaps o brechas en el precio. Se utiliza para operar con marcos de tiempo de 1, 2, 3 y 5 minutos durante la apertura del mercado, en la misma sesión en que se detecta el gap. La posición se abre cuando ocurre el rompimiento alcista de la primera candela.
A cluster is a type of parallel or distributed computer system, which consists of a collection of inter-connected stand-alone computers working together as a single integrated computing resource.
A brief technical overview about GPU power consumption and performance, with references to the latest architecture developed by Nvidia: Maxwell and Tegra X1.
Co-Author: Pietro Piscione (https://www.linkedin.com/pub/pietro-piscione/84/b37/926)
Cultural Times - The first global map of cultural and creative industriesEY
EY released on the 3rd of December 2015 "Cultural Times", the first global map of Cultural and Creative Industries. This overview underlines the contribution of the creative economy to global growth and job creation.
Find out more on ey.com/CulturalTimes
Real-Time Analytics with Apache Cassandra and Apache SparkGuido Schmutz
Time series data is everywhere: IoT, sensor data, financial transactions. The industry has moved to databases like Cassandra to handle the high velocity and high volume of data that is now common place. However data is pointless without being able to process it in near real time. That's where Spark combined with Cassandra comes in! What was one just your storage system (Cassandra) can be transformed into an analytics system and it's really surprising how easy it is!
Master the fundamentals and you’ll master almost anything including online salesWheel Spin Media
Does your in-dealership experience match your customer’s online experience? If not, you’re bound to lose sales according to David Kain of KainAutomotive.com. David was the international guest speaker at this year’s Australian Automobile Dealers Association National Dealer Convention (AADA) where he presented his insightful lead-generating strategies and customer communication techniques which are designed to boost the car buying experience. Click now to hear David’s presentation: http://enews.ebusinessmedia.com.au/client/aada/2013/Main_pres_01.mp3
This presentation is based on Adasia2011 Theme "Uncertainty:The New Certainty" . It has been made from perspective of Brands . I think i fully understand the theme and have rightly summarized and concluded it in the presentation .
Creative Director of With Associates Mathew Wilson talks about ways of working with clients ranging from sole-trading crafts people, to global home-swapping networks.
For more than 37 years, James A. Ziegler, CSP has researched, studied and trained in the retail Automobile business as surely as if he were studying for a Masters degree in any other profession. He’s the ultimate student of our industry. Ziegler exhibits intellectual dynamics and an incredible ability to perform at levels above the industry.
The 6 Ways Starbucks Kills it on Social MediaGraham Brown
Did you know Starbucks gets more tags on social media sites like Instagram than McDonalds, Apple and Coke COMBINED?
No kidding. 19 million tags on Instagram - that's a lot of people sharing the Starbucks experience without the need for advertising.
In this new presentation I look at how Starbucks generates massive "earned media" with its legendary Brand Experience.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
buy old yahoo accounts buy yahoo accountsSusan Laney
As a business owner, I understand the importance of having a strong online presence and leveraging various digital platforms to reach and engage with your target audience. One often overlooked yet highly valuable asset in this regard is the humble Yahoo account. While many may perceive Yahoo as a relic of the past, the truth is that these accounts still hold immense potential for businesses of all sizes.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
FIA officials brutally tortured innocent and snatched 200 Bitcoins of worth 4...jamalseoexpert1978
Farman Ayaz Khattak and Ehtesham Matloob are government officials in CTW Counter terrorism wing Islamabad, in Federal Investigation Agency FIA Headquarters. CTW and FIA kidnapped crypto currency owner from Islamabad and snatched 200 Bitcoins those worth of 4 billion rupees in Pakistan currency. There is not Cryptocurrency Regulations in Pakistan & CTW is official dacoit and stealing digital assets from the innocent crypto holders and making fake cases of terrorism to keep them silent.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
2. 3 things I’m talking about:
• Disloyalty
• State of the market
• Solution?
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
3. First, a personal story…
How Home Depot lost $10,000 of my business in one afternoon
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
DISLOYALTY
4. $10,000 sale lost
Or 1,431 hammers they need to sell
to make up for it –
That’s a lot of hammers
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
DISLOYALTY
5. It’s a price war..
• 94% of online buy on price
• 54% search 4 or more websites before
purchase
• 27% check reviews
DISLOYALTY
7. 57% percent of showroomers go here:
Welcome to his jungle
• $1.50 per share
• “Walmart of the Web”
when it only sold music
• Lessons you can apply
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
DISLOYALTY
8. The Internet has killed retail, right?
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
DISLOYALTY
9. It’s never going to stop…
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
DISLOYALTY
11. <on stage>
• Please check under your seat for a paper
taped there… if you find it yell out!
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
12. Who/what are your competitors?
• Manufacturers
• Brands
• Internet
• Mobile
• 2 girls in a garage in Palo Alto
• Customers themselves
• Most of all: Poor store/sales/buying
experience
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
13. With all this dirty data, is loyalty for real?
• Does the average customer think about your
store and say “I’ve got to be loyal”?
• Average person has 18 “loyalty” cards
• Forgot your card? Many people forget which
phone number is associated with the store
they’re shopping in…so the clerk scans the
generic card near the register instead
• What about GameStop? Safeway? Etc. Have
elements of great customer relationships. How to
improve? (more on that later)
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
14. Shopping in
person has a lot
of benefits…
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
18. Instant gratification
• Get it now vs. wait for shipping
• Return it quickly if problem
steve harmon
CRMC Conference
June 19, 2013
19. The state of retail:
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
20. 5 signs you need to re-imagine retail:
1. “Have a nice day” is still the last thing a customer
hears before exiting the store
2. “We may be getting more in next week”
3. “The sale ended yesterday”
4. “That’s not my department”
5. “Let me answer the phone and then I’ll help you”
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
23. r2 (retail re-imagine)
• Space, location
• Instant gratification
• Create experiences around the product
• Guides/personal assistants (sorry Siri)
• Adventure (we buy to explore new worlds, not
engage in the old one)
• Know customers, not just “data” (What can
GameStop do better, for example)
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
24. Retail Love vs. Retail Lust…
Retail Love Retail Lust
Wants what’s best for
customer
Wants to get as much $$$
from customer now
Protects customer from
manufacturer
We didn’t make that junk
Unconditional, we’re here to
help anytime
15 days with receipt,
unopened, 15% restocking fee
Will never do anything to hurt
customer, tries to really
improve their lives somehow
Says “not into making love just
into this quick transaction!”
I love you no matter what You didn’t buy the warranty
(the prenuptial on the receipt
says tough luck for you)
Loves you next morning “Oh, you’re back?”
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
25. Retail Love…
• Chocolate and flowers, no obligations
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
26. Retail Lust…
• “Hey, I bought the beer!”
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
27. Brick and mortar is dead, right?
Wherehouse
Circuit City
Blockbuster
Borders
…
More to follow?
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
28. Twice the sales per square foot than ANY other retailer
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
29. Hire a bunch of guys from Apple?
Doesn’t guarantee anything… if they don’t use the proper approach
“Let’s sublet our entire floor space!”
steve harmon
CRMC Conference
June 19, 2013
30. So let’s get a
heap of Big
Data… that’ll
solve all
retailer’s
problems
steve@steveharmon.com
31. Big data to the rescue?
steve@steveharmon.com
Age, sex, address, conversions, frequency, habits…
steve harmon
CRMC Conference
June 19, 2013
32. Big data is only useful as “small data”
• If it was just about likes and interests then
Facebook would be beating Amazon at retail
Amazon: $61 billion sales (commerce) … over
100 million credit cards stored
Facebook: $5 billion (ads) … zero credit cards
stored
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
33. Your customer? Are they just ‘data’?
• 166 megs of music
• 282 megs of photos
• Over a gig of emails
• 142 friend connections
• 45 gigs of movies owned
• 150 gigs of streamed video/year
Average person’s personal digital data:
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
34. Based on that profile…
• Rolling stones, Hunger Games, 50 shades… I
can sell them:
steve harmon
CRMC Conference
June 19, 2013
36. Context debunked
• Everyone is a jumble of mixed data, mixed
motives, impulses, multi-tasking family, work,
play, life… overwhelmed by choice, gadgets,
time, money, expenses, reminders, to-dos,
news, info glut…etc.
• You’re not selling context, you should be
selling R-E-L-I-E-F
steve harmon
CRMC Conference
June 19, 2013
37. e2 (emotional engagement)
• Why does one brand of plastic cased phone
outsell another?
• Is that latte really worth $5?
• Every car has 4 wheels, why are some $100k?
• Stores must think “human relationships”...
Does the store manager/sales even know the
name of the person paying their bills?
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
38. No, not Freud psychobabble
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
39. Use the 5 senses…
This is the #1 hardware store in its county, beating Home Depot, Lowe’s and others
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
40. For example…
• GameStop could:
– Recognize the superstars who walk in the door
• Many players are the equivalent of LeBron James or
Michael Jordan at playing their games
• Build networks around players by locale, games, levels
• Offer discounts to prestige players, first downloads of
DLC packs, extra maps, etc.
• Super player workshops to train recruits/newbs
• Etc.
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
41. Tabula rasa…
The goal of a black belt is a white belt?
steve@steveharmon.com
steve harmon
CRMC Conference
June 19, 2013
5 different days, 2 phone calls and nobody was available. 4 associates staffed appliances all day long
This is only the start. It’s going to be the norm.
Jeff experiments. He’s not always right. But he can afford to be wrong. As can Apple, Google, Facebook and others who want the $3 trillion commerce pie for themselves. I first met Jeff in 1995 when he had a lousy looking website that sold boring old books. I predicted it would be “Walmart of the Web” and it’s on the way.
Technology isn’t to blame no more than Ford is to blame for making blacksmithing a fading trade. Change requires change.
It’s not about building a website, mobile optimization, apps, SEM, SEO, etc. Customers will seek out the products/brands they have a connection with, in spite of technology, hurdles, etc.
What if a website made you wait? Didn’t have the item? Made you get in line, didn’t open another register? Took long lunch break?
If your dog will go where the food is then how loyal is it? Was it loyalty or just food bribes?
This is only a partial list… basically it’s every retailer, even those online. Remember ONSALE.COM? Egghead.com? Re-imagining is a daily need for all retailers. If you don’t re-imagine, 2 entrepreneurs and a wad of venture capital will. They want the $3 trillion retail prize. Ecommerce is still a small fraction of in-person retail. But then this little device called the cell phone came out. Smart phones today will look like dumb phones tomorrow. The phone will be the store, bank, fulfillment and more. Re-imagine and get ahead of the curve.
There is hope. A new hope. What I call ‘r2e2’ – retail reimagined, emotional engagement
Not crying for 1970s era retail. Not complaining about technology taking the market. Not getting angry over channel collapse. Doing. Acting, not reacting.
You have a sensory environment that trumps smartphones, websites and anything else. And it’s being unused. Store layouts are based on 19th century ideas. Endcaps are sold to the highest bidder. Aisles are long, empty walkways. Salespeople linger in the shadows. Checkouts are cattle calls. Managers are nowhere in sight. Products are stacked up as high as the shelf.
It has to be real. A genuine connection. Just like dating.
If you still don’t understand “love” vs. “lust” then check this out
Each had a poor strategy to lock in profits at the expense of customers. Each sold the past and not the future. What do you sell?
If bricks and mortar retail is dead then why did Apple open stores all over the world? Because it wants to control the emotional engagement with its fans/customers. It didn’t want a random act of salesmanship or shelf wars to screw it up. And it works.
If it worked for Apple then it can work for us, but we don’t know the ‘Apple Way’ … actually, if you’re married or have a dog then you do. It’s called get a connection going based on reality. Good product, good service, good support. It works.
Your CIO and CTO will pitch data as the solution. But data doesn’t captain the ship. Data is only part of the means to an end.
Drinking from the firehose is dangerous to your health. Data needs filtering, siphoning, and it’s never a replacement for the human connection.
Make data your slave, not master. Don’t chase the trend of “we gotta be on Facebook, Twitter, Pinterest, Instagram...” this is Whack-A-Mole and you will never drive business by following trends. Just make real connections and technology will enable your customers to find you and vice versa.
We all carry around a lot of digital baggage. Yes, it defines us. But is it us? A 40 year old female and 12 year old male can both like Superman or Fast N Furious… or even Twilight
Rolling stones, Hunger Games, 50 shades… let’s see…
Fact is, everyone’s data cloud is dirty. Jumbled, a mess. Will it ever be cleaned up? Not likely. No more than humans will only act logically. If logic ruled then Spock would command the Enterprise, not Captain Kirk.
So that person walking into your store…what are they really?
If everything’s made in China, plastic and some glue, then what’s there to get emotional about? We’re all looking for highlights in our lives. Products and brands can bring those sometimes. Manufacturers will be making direct connections with customers do just that. Where does that leave the retail store?
Emotional doesn’t mean weak or sob stories… and it’s not the psychology of the sale or manipulation of the mind. It’s not about ‘reality distortion fields’ RDF as many describe Apple and Steve Jobs. It is about a feeling of empowerment through the product.
Most stores rely on sight to wow… but what about smell, touch, feel, sound? A key advantage of in-person retail is the multi-sense experience. If your store is just a visual showroom then don’t complain about showrooming… you created one. Why not create an experience for customers to enjoy?
GameStop does a great job, so I’m not picking on it. Its reward program, PowerUp, works. My son uses it. He buys used games there, trades games in, etc. Weekend power workshops.
The martial arts instructor I go to has an old black belt. Eventually black belts wear out. But rather than getting a new one the goal is actually to be humble enough to admit that you’re always starting over. Always learning. Haven’t reached the summit. Be willing to learn fresh. Combine experience with drive for fresh knowledge. Level up by starting fresh.