why mobile is the answer to a connected customer experience.pptx

NewStore Inc. #mobilemandate

Why Mobile is the Answer to a Connected Customer Experience


Dawn TrensonDirector, eCommerce

at Steven Alan

Phil GranofCMO

at NewStore


History of Steven Alan


The Tethered Self

Source: StatCounter Global Stats (September 2015), Mobile includes smartphone and tablet traffic


Introduction

Providing a personalized

omnichannel shopping experience

Seeing the brand as the consumer

sees it

Empowering store

associates

Ensuring accurate inventory


What Do You Do When You First Wake Up?Our interaction with each other through our phones begins as soon as we awake. Within the first 15 minutes of waking up, 4 out of 5 smartphone owners are checking their phones and among these people, nearly 80% reach for their phone before doing anything else. These statistics alone drive home the utility of and reliance on smartphones.

The Tethered Self

Among All Respondentsreach for phone within 15 minutes of waking

reach for it immediately after waking

reach for it immediately and use as alarm clock

79%

62%

44%

Among 18-24 year oldsreach for phone within 15 minutes of waking

reach for it immediately after waking

reach for it immediately and use as alarm clock

89%

74%

54%


Omnichannel Has Been Missing A Silver Bullet


Mobile is the Silver Bullet

Sales Associates

Bricks & Mortar

OnlineInventory

Fulfillment


Expectation Gap


Greater Comfort with Digital

∖ Fashion brands and consumers have become more comfortable with the digital marketplace allowing for increased personalization.


Personalizing the Omnichannel Experience


Empowering Brand Ambassadors


Empowering Brand Ambassadors

90% of Sales Associates are discouraged from possessing a mobile device in-store.

49% of Store Associates said that the existence of a dedicated store associate app would impact theirdecision to take a job as an associate.

Ironically, 90% of retail shoppers using smartphones in-store are creating a major experience gap in the store’s omnichannel strategy.


Ensuring Accurate Inventory

Build Shopping List

Only 20% of successful retailers offer it.

39% of consumers are unlikely to visit a retailer’s brick-and-mortar store w/o it.


See the Big Picture

Know MeValue MeInform MeServe MeSecure Me


Forget the Buzzwords

Merchandizing

Technology/Ops

Marketing


Your Story is Not “Your” Story Anymore


Empower Instant Gratification


Be Careful What You Do In-House…

WebApp

NativeApp

Kiosk

Wearables

DigitalDisplay

mPOS

Beacons

Clientelling

Wayfinding

WAN

AssociateApp

Personalization

VisualMerchandi

zing

CampaignMgt.

Loyalty

PIM OMS

Pricing /Offers

DigitalAsset Mgt.

ERP

StockRoom

TaskMgt.

StaffMgt.

Training

WCM

Merchandizing

TransactionEngine

BI

Touch Points

Store Systems

Experience

Platform

Back Office


What Do the Next 12 to 18 Months Hold for Retailers?


Q&A


Thanks for joining us! Be sure to follow us on Twitter @newstoreinc


Mcommerce Summit: State of Mobile Commerce 2016New York, NYThursday, May 5, 2016

For more information please go to MobileMarketer.com

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