Jason "Retailgeek" Goldberg presents the "Era of the Empowered Shopper" at the CrossView CrossChannel Executive Summit in Greenbrier , Virginia on May 2011.

1. CUSTOMER EXPERIENCE FOR THE
EMPOWERED SHOPPER
Jason Goldberg
Vice President of Strategy & Customer Experience, CrossView
jgoldberg@crossview.com
blog.crossview.com
503.610.8140
CrossView.com
© 2011 CrossView, Inc. All rights reserved. CrossView.com 1

2. How Politicians See the World
CrossView.com 2

3. How Astronauts See the World
CrossView.com 3

4. How Accounts See Your Brand
$4.0
STORE BILLION
$1.5
BILLION
WEB
$0.5
BILLION
CATALOG / PHONE
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5. How Customers See Your Brand
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6. Why Cross-Channel?
$1 SPENT ONLINE GENERATES:
“45% of in-store visitors pay a visit
to homedepot.com first”
- Hal Lawton, President, Home Depot Online
$60 IN-STORE
$10
“We know that 60% of our U.S.
store sales are influenced by our
customers’ experience on
IN-STORE
bestbuy.com”
- Brian Dunn, CEO, Best Buy
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7. “ We know that 60%
of our U.S. store sales are influenced by our
customers’ experience on bestbuy.com, and 40%
of the products we sell online are picked up in-store.
”
Brian Dunn
CEO
Best Buy
CrossView.com 7

8. “ We are a company that grew up with both a catalog
and stores. Today, our catalog has become an
inspiration piece that drives customers to shop online
or in-store. Our goal is to create a customer
seamless across
experience that is
all channels.”
Barbra Turf
CEO
Crate & Barrel
CrossView.com 8

9. “ 21% of internet transactions
involve research in-store. ”
Ian Geddes
Lead Retail Partner
Deloitte LLP
CrossView.com 9

10. “ Customers that use 3 or more of our channels spend
6 times what single-channel shoppers spend.
”
Glen Senk
CEO
Urban Outfitters
CrossView.com 10

11. Multiple Touchpoints on Path to Purchase
Direct Marketing Web Store
Call Center
Retail Interactive Mobile Web Store
Mobile
Self-Service
Mobile POS Retail POS
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12. perception analyzer
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13. Three Brains
neocortex
limbic system
reptilian complex
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14. Rational vs. Emotional
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15. CrossView.com 17

16. “Multifunction Printers”
ONLINE
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17. “All-In-Ones”
IN-STORE
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18. IN-STORE
AVAILABILITY?
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19. So Lo Mo
SOCIAL LOCAL MOBILE
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20. social
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21. Social
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22. Social
social proof
® brand
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23. CrossView.com 25

24. local
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25. Local
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26. Local
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27. Local
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28. mobile
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29. By 2014, Mobile Will Overtake Desktop Internet
MOBILE vs. DESKTOP INTERNET USER PROJECTION
2,000
1,600
INTERNET USERS (MM)
1,200
800
400
0
2007 2008 2009 2010 2011 201 2013 2014 2015
2
Source: Morgan Stanley
CrossView.com 31

30. Mobile
BROWSING & RESEARCHING ON MOBILE DEVICE
18 - 34
60
INTERNET USERS (MM)
50
35 - 55
40
55 & Older
30
20
10
NOV 2009 JULY 2010 DEC 2010
SURVEY SURVEY SURVEY
Oracle: Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers
CrossView.com 32

31. “ Eventually, we think mobile will be the majority of the
searches and the majority of the
revenue.”
Eric Schmidt
CEO
Google
CrossView.com 33

32. “ Ultimately, these devices will impact the in-store experience
(even) more than the online experience. ”
Glen Senk
CEO
Urban Outfitters
CrossView.com 34

33. CrossView.com 35

34. CrossView.com 36

35. CrossView.com 37

36. CrossView.com 38

37. CrossView.com 39

38. CrossView.com 40

39. CrossView.com 41

40. CrossView.com 42

41. for your time and attention.
Jason Goldberg
VP of Strategy & Customer Experience
jgoldberg@crossview.com
www.crossview.com
© 2011 CrossView, Inc. All rights reserved. CrossView.com CrossView.com 43