engage the connected consumer at your pos @lobary
DESCRIPTION
TRANSCRIPT
Engage the Connected Consumerat your PoS
Leverage digital proximity ecosystems
François Lecomte-VagniezLOBARY
+33 6 81 49 44 94 [email protected]
www. lobary.com
@lobary
September 23th, 2014
© Lobary 2014
2© Lobary 2014. Engage the Connected Consumer at your PoS.
Synopsis
“Engage the Connected Consumer at your PoS”
• Consumer are more and more « connected » with smartphones.
• How merchant use digital marketing to :
– Attract consumers from web to store and improve their in-Shop experience ?
– Leverage cross canal digital approach to stimulate purchases ?
– Capitalize on physical shops and human contact to deliver the best service ?
• Seamless “connected consumer” journey to engage at POS
– What are the key drivers beside technics to attract to shops ?
– How contactless techs could help improving consumer experience at POS ?
– What are key attributes for a merchant to drive successful adoption ?
3© Lobary 2014. Engage the Connected Consumer at your PoS.
To Connected Consumer : Connected Commerce
• Smartphones are omnipresent
– 1 out of 2 consumers equipped – 80% Android Device
– Most users can’t leave home without their smartphone
One tool to be Informed + Buy + Share
• Customer journey while shopping is becoming a Must !
– 82% use their smartphone in shops
– 56% expect localized offers
– 55% share their experience with their friends over social networks
(*) All figures sourced are reflecting the French market
4© Lobary 2014. Engage the Connected Consumer at your PoS.
Cross-channel Value Proposal to Consumers
Point of Sale Online Sale
• Large Offering
• Save Time
• Make Deals
My way…
5© Lobary 2014. Engage the Connected Consumer at your PoS.
• Merchant’s digital strategies should focus on :
1. Driving consumer to shop
2. Improving in-shop digital experience
3. Performing any kind of transactions
4. Developing positive customer retention
5. Existing in social worlds
Seamlessly
Engaging the Connected Consumer at merchant’s POS
The challenge
6© Lobary 2014. Engage the Connected Consumer at your PoS.
#1 : Drive the consumer to your shop
OOH campaign
Give Fun
Your Shops, localized
Stores, referenced
Friendly ecosystems, leveraged
7© Lobary 2014. Engage the Connected Consumer at your PoS.
#2 : Improve consumer’s experience in-shop
Smart interactions Instant wins
Interactive information
Connected vendorAlerts and guidance
8© Lobary 2014. Engage the Connected Consumer at your PoS.
#3 : Perform any kind of transactions
Contactless Payment
mPOS transactions
Coupons redeem
+ Store/ Senddemat. receipt
PayPal Beacon
9© Lobary 2014. Engage the Connected Consumer at your PoS.
#4 : Develop a Positive Customer Retention
Mobile Wallets Targeted offers
Privacy Respect& Protect
Marketing WelcomePersonal Data& KYC
10© Lobary 2014. Engage the Connected Consumer at your PoS.
#5 : Exist in Social Worlds
Communities
Social LBS
Store Format
Staging
Tribes
From GLOBAL… To HYPERLOCAL
News Share
11© Lobary 2014. Engage the Connected Consumer at your PoS.
Connected Experiences to be Orchestrated
KYC & CRM
Social
networks
Digital
Screens
Cloud
services
m-Wallet
Responsive
design
Mobile
POS
Customer
journey
IoT
12© Lobary 2014. Engage the Connected Consumer at your PoS.
Case Study
13© Lobary 2014. Engage the Connected Consumer at your PoS.
Building Unique Consumer Experience
• Content, Goodwill and Ability to Executemake the Difference
– Brand ADN & Image
– Story telling
– Human capital
– Seamless experience & constant quality of services
– Customer satisfaction
Look for Waouh effect !
14© Lobary 2014. Engage the Connected Consumer at your PoS.
Leverage Techs for Improving Experience
• NFC – Near Field Communication
– Content provisioning (pull mode)
– Secured transactions (card emulation)
– Peer-to-peer device association (shares)
• QR Code
– Content provisioning (pull mode)
– Private transactions / coupons (scan mode)
• Bluetooth Low Energy (BLE)
– Content provisioning (push mode)
– Automatized online transaction (private)
• Native Smartphone’s Features
– Apps : Manage consumer experience
– Camera : Image capture / recognition
– GPS : Localization Based Services
15© Lobary 2014. Engage the Connected Consumer at your PoS.
The next move : Wearables
16© Lobary 2014. Engage the Connected Consumer at your PoS.
1. Simplicity
– As easy to use as “one click”
– Convenient
– POS supportive
2. Seamless experience
– Continuous quality experienceonline – mobile – physical
– Familiar at ecosystem level
3. Standards leveraged
– Visuals for tags
– Contactless EMV
– iOS – Android – Windows
4. Different
– Brand Image Aligned
– Outstanding journey
– Valuable and… Funny
5. Secured enough– Against Fraud and Robbery
– Easy to restore
– Privacy Respective
5 attributes that will drive connected consumer adoption
Some take away to succeed
Thank you
François Lecomte-VagniezLOBARY Consulting
+33.6.81.49.44.94 [email protected]
www. lobary.com
@lobary
18© Lobary 2014. Engage the Connected Consumer at your PoS.
• Lobary value proposal
Improving customer’s mobile experience : infos/promotions, in-shop, coupons/payments, gaming, social check-in...
Leveraging digital proximity ecosystems for your business.
• Digital Proximity value delivered smartly
1. Tune your vision
Prospective, market opportunities, use-cases.
2. Set-up your strategy to go
Go-to-Market, business case, turn-key solutions, ROI’s.
3. Run into ecosystems
Quick-wins, local opportunities, partnership work.
Leverage digital proximity ecosystems