CEO, Engagis
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The Future of Retail Embracing Digital for Improved Service & Profit Leon Condon, CEO, Engagis презентация
Содержание
- 1. The Future of Retail Embracing Digital for Improved Service & Profit Leon Condon, CEO, Engagis
- 2. Engagis is a recognised leader in
- 3. 4,000+ 30+ 19,000+
- 4. Key Learnings How to Empower Your Customers
- 5. The Future of Retail Today’s Webinar:
- 7. The Rules Have Changed Customers no longer
- 8. The Rules Have Changed Smartphone Penetration rocketed
- 9. The New Customer 51% of shoppers are
- 10. The New Retail Based on price alone,
- 11. 80% of companies believe they deliver ‘superior experience’. Slide courtesy of Mash Up.
- 12. 80% of companies believe they deliver
- 13. But while digital is changing the purchase
- 14. Summary – The Rules Have Changed The
- 16. The New Retail 86% of customers will
- 17. Retailers are investing billions to make
- 18. Retailers must offer the benefits of Online…
- 19. What Customers Want Customer expectations have changed,
- 21. The CUSTOMER Pathway to Purchase One
- 22. Omni-Channeling Is The Future Digital Displays
- 23. The Retail “Store” of The Future In the Home At the Store On the Go
- 24. The Future of Retail Creating Connections
- 25. ROI of the Digitally Connected Business ATTRACT
- 26. Attract Digital Signage From $48/wk Pricing based
- 27. Attract Intelligent Digital Signage
- 28. Attract Mobile Loyalty From $25 /store /wk
- 29. Entertain Interactive Gaming / Gamification
- 30. Engage Interactive Dressing Room
- 31. Engage Solution Finders From $26/wk Indicative pricing
- 32. Attract > Engage Solution Finders
- 33. Attract > Engage > Transact Self Order Kiosks
- 34. Attract > Engage > Transact Interactive Shopping Windows
- 35. Engage > Transact Mobile POS
- 36. Transact Scan as you Shop
- 37. Measure Capturing Every Interaction Passers By Walk
- 38. Analytics via Shopper Insights Portals Analyse
- 39. Engagement Scorecard
- 40. Offers and Campaigns Using the Data
- 41. Reward > Attract Mobile Loyalty From $25
- 42. Case Studies
- 43. Key Learnings How to Empower Your Customers
- 46. Developing a Strategy Understanding what you CAN do vs what you SHOULD do
- 47. Strategy Define objectives Map your customer’s pathway
- 48. Why Digital? Why now? The dramatic reduction
- 49. Key Learnings How to Empower Your Customers
- 50. Creating the Connected Experience “In the near
- 51. Leadership in Digital Communications and Customer Engagement Thank You
- 52. Leon Condon CEO Engagis Pty
Engagis is a recognised leader in customer & staff
engagement solutions and digital display technology.
Established in 2001 with offices in Sydney, Melbourne & Auckland.
Слайд 2
Engagis is a recognised leader in customer & staff
engagement solutions and
digital display technology.
Established in 2001 with offices in Sydney, Melbourne & Auckland.
Established in 2001 with offices in Sydney, Melbourne & Auckland.
Слайд 3
4,000+
30+
19,000+
99%+
10
13
Connected Blue
Chip Customers
Individual
Retailers
Connected devices
under management
Uptime
Industries
Years in Business
Слайд 4Key Learnings
How to Empower Your Customers and Staff
How to Create Personalised
& Contextual Offers
How to Measure Engagement
How to Develop an Effective Digital Strategy
How to Measure Engagement
How to Develop an Effective Digital Strategy
Слайд 7The Rules Have Changed
Customers no longer shop
exclusively in bricks and
mortar stores.
Whether at home, on the go or in store, shoppers are now using multiple channels to search, compare and transact.
Whether at home, on the go or in store, shoppers are now using multiple channels to search, compare and transact.
Слайд 8The Rules Have Changed
Smartphone Penetration rocketed from 19% in 2007 to
84% in 2014.
94% of shoppers research products and services on their smartphone.
47% now actively engage in Showrooming (viewing products in-store then buying them cheaper elsewhere).
The number of Australian online stores DOUBLED between 2010 and 2012, making us the leading country in the world with regard to the most new e-commerce stores.
Online sales topped $15 BILLION in Australia last year and $1 TRILLION worldwide.
94% of shoppers research products and services on their smartphone.
47% now actively engage in Showrooming (viewing products in-store then buying them cheaper elsewhere).
The number of Australian online stores DOUBLED between 2010 and 2012, making us the leading country in the world with regard to the most new e-commerce stores.
Online sales topped $15 BILLION in Australia last year and $1 TRILLION worldwide.
Source: Business Insider Australia (2014), Google 2014, Nielsen 2014, BandT 2013, PWC 2012)
The days of ignoring digital are gone.
Слайд 9The New Customer
51% of shoppers are willing to use mobile shopping
tools, but less than 5% of retailers offer them.
51% of shoppers now use or want to use in-store kiosks for self-service.
60% of smartphone owners said they would use their mobile phone to pay in-store if it meant they didn’t have to wait in line.
51% of shoppers now use or want to use in-store kiosks for self-service.
60% of smartphone owners said they would use their mobile phone to pay in-store if it meant they didn’t have to wait in line.
Source: NRF Study (1), Business Insider Australia (2014)(2), Nielsen (2014)(3)
The way customers communicate with each other is vastly different to how retailers communicate with their customers.
Слайд 10The New Retail
Based on price alone, retailers can’t compete with online.
HOWEVER
73% of shoppers still prefer to physically interact with products
in-store before purchasing.
Only 26% of companies have a well-developed strategy in place for improving the customer experience.
6.5% of total Australian retail spend is currently online…
Only 26% of companies have a well-developed strategy in place for improving the customer experience.
6.5% of total Australian retail spend is currently online…
Source: Business Insider Australia (2014) (1), Forbes 2014 (2),
NAB Online Retail Sales Index 2014 (3), Mediapost (4)
Online media influences more than 50% of in-store sales.
Слайд 1280%
of companies believe they deliver ‘superior experience’.
8%
of customers agree.
Slide
courtesy of Mash Up.
Слайд 13But while digital is changing the purchase habits of consumers, 80%
of businesses have not responded.
e.g. don’t yet have mobile-optimised websites.
(Source: BandT 2013)
But Are You Ready?
54% of attendees don’t have mobile optimised websites.
Слайд 14Summary – The Rules Have Changed
The shopping process has changed
Consumers clearly
do not exclusively use either online or offline channels but rather navigate across devices at different stages of the shopping process.
What was once a sales message is now a conversation
People today find and share information in their own way, in their own time.
Consumers now demand an integrated experience
Delivering customer engagement anytime, anywhere, from the shopfront to your customer’s home, is a key part of offering an integrated experience today.
What was once a sales message is now a conversation
People today find and share information in their own way, in their own time.
Consumers now demand an integrated experience
Delivering customer engagement anytime, anywhere, from the shopfront to your customer’s home, is a key part of offering an integrated experience today.
Слайд 16The New Retail
86% of customers will happily pay
for a better
customer experience.
The new retail currency is the customer experience.
The new retail currency is the customer experience.
Source: McKinsey (2013; Consumers: Life Online)
Слайд 17Retailers are investing billions to make
their brands e-commerce enabled.
But many
are failing to integrate this online
activity into their bricks and mortar retail stores.
activity into their bricks and mortar retail stores.
Adapting to change
What’s the solution?
Слайд 18Retailers must offer the benefits of Online… In-Store.
To create an
experience that is
faster, easier, cheaper and more personal.
faster, easier, cheaper and more personal.
Adapting to change
Слайд 19What Customers Want
Customer expectations have changed, they now want a shopping
experience that is:
Faster
Easier
Better Value
More Personal
Faster
Easier
Better Value
More Personal
How Retailers Can Respond
In response, retailers need to identify customers early, get to know them and make offers that are:
Timely
Relevant
Contextual
Targeted
Слайд 21
The CUSTOMER Pathway to Purchase
One Thing Has Stayed The Same
The RETAILER
Pathway to Purchase
Слайд 22Omni-Channeling Is The Future
Digital Displays
Touchscreens
Video Walls
Sales Apps
Self-Order Kiosks
Sensors (NFC, RFID)
Sensors (NFC, RFID)
Smartphones
Tablets
Interactive Glasses
Interactive Watches
Mobile Loyalty
Personal Computers
Smart Phones
Tablets
Interactive TVs
Слайд 24
The Future of Retail
Creating Connections along the Pathway to Purchase
Digital Signage
Electronic
Shelf Labels
Digital Ticketing
Location Based Advertising
Gamification
Interactive Gaming
Video Walls
Touch Screens
Augmented Reality
Mobile Apps
Solution Finders
Digital Catalogues
Staff Tablets
Digital Wayfinders
Secure Merchandising
Remote Activation
Online Ordering
Mobile Ordering
Self-Order Kiosks
Mobile POS Systems
Mobile Loyalty & Rewards
Staff Communication Portals
Staff Training Systems
Audience Tracking
Shopper Insights Portals
Digital Ticketing
Location Based Advertising
Gamification
Interactive Gaming
Video Walls
Touch Screens
Augmented Reality
Mobile Apps
Solution Finders
Digital Catalogues
Staff Tablets
Digital Wayfinders
Secure Merchandising
Remote Activation
Online Ordering
Mobile Ordering
Self-Order Kiosks
Mobile POS Systems
Mobile Loyalty & Rewards
Staff Communication Portals
Staff Training Systems
Audience Tracking
Shopper Insights Portals
Слайд 25ROI of the Digitally Connected Business
ATTRACT (Digital Signage)
+ 32% Increase in
Traffic
+ 30% Increase in Sales
TRANSACT (Assisted / Self-Ordering)
+ 22% Increase in Sales
REWARD (Mobile Rewards & Loyalty)
+ 72% of rewards/gift card recipients spend more than the amount of the reward.
+ 30% Increase in Sales
TRANSACT (Assisted / Self-Ordering)
+ 22% Increase in Sales
REWARD (Mobile Rewards & Loyalty)
+ 72% of rewards/gift card recipients spend more than the amount of the reward.
Source: Engagis 2014
Слайд 26Attract
Digital Signage
From $48/wk
Pricing based on Total Cost of Ownership of 40”
Display, 100+ sites over 3 years
Слайд 28Attract
Mobile Loyalty
From $25
/store /wk
Indicative pricing based on Total Cost of Ownership,
100+ sites over 3 years
Слайд 31Engage
Solution Finders
From $26/wk
Indicative pricing based on Total Cost of Ownership, 100+
sites, 3 years
Слайд 37Measure
Capturing Every Interaction
Passers By
Walk Ins
Message Recall
Product Lifts
Product Interactions
Catalogue Searches
Transactions
Offers & Redemptions
Слайд 41Reward > Attract
Mobile Loyalty
From $25
/store /wk
Indicative pricing based on Total Cost
of Ownership, 100+ sites over 3 years
Слайд 43Key Learnings
How to Empower Your Customers and Staff
How to Create Personalised
& Contextual Offers
How to Measure Engagement
How to Develop an Effective Digital Strategy
How to Measure Engagement
How to Develop an Effective Digital Strategy
Слайд 47Strategy
Define objectives
Map your customer’s pathway to purchase
Identify touch points and explore
relevant technology options
Review ROI
Provide a detailed technology road map addressing business goals
Solution Design and Prototyping
Prepare a fully interactive demonstration of the recommended solution
Rapid Pilot Testing
Build > Measure > Learn > Improve
Review ROI
Provide a detailed technology road map addressing business goals
Solution Design and Prototyping
Prepare a fully interactive demonstration of the recommended solution
Rapid Pilot Testing
Build > Measure > Learn > Improve
Next Steps
Слайд 48Why Digital? Why now?
The dramatic reduction in the cost of hardware
The
speed and quality of internet connections
The availability of rich, compelling content
The customer’s avid acceptance of technology
The ability to measure all interactions
The availability of rich, compelling content
The customer’s avid acceptance of technology
The ability to measure all interactions
Слайд 49Key Learnings
How to Empower Your Customers and Staff
How to Create Personalised
& Contextual Offers
How to Measure Engagement
How to Develop an Effective Digital Strategy
How to Measure Engagement
How to Develop an Effective Digital Strategy
Слайд 50Creating the Connected Experience
“In the near future all forms of digital
media will be
seamlessly and expertly embedded into retail
environments, creating an unparalleled shopping
experience that puts the customer first.”
- Bob Greenberg, CEO R/GA
- Bob Greenberg, CEO R/GA
Слайд 52
Leon Condon
CEO
Engagis Pty Ltd
ABN 98 098 945 469
Level 5, 144 –
148 Pacific Highway
North Sydney, NSW 2060
T +61 2 8039 0651
M 0414 266 366
E leon.condon@engagis.com
W engagis.com
Customer Support 1300 203 810
North Sydney, NSW 2060
T +61 2 8039 0651
M 0414 266 366
E leon.condon@engagis.com
W engagis.com
Customer Support 1300 203 810
