CONQUER  THE  FITTING  ROOM  Making  The  Most  Of  Your  Most  

Valuable  Real  Estate  

Webinar  Sponsored  by  

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Presented  by  

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Welcome  Webinar  AEendees  

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About  Retail  TouchPoints  

ü  Launched in 2007

ü Over 28,000 subscribers

ü  To provide executives with

relevant, insightful content

across a variety of digital

medium Free subscription to our weekly newsletter: WWW.RETAILTOUCHPOINTS.COM/SIGNUP

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Consistent  Customer  Experience  

Conquer  the  FiJng  Room  –  

Make  the  Most  of  Your  Most  

Valuable  Real  Estate    

Winning  The  BaEle  Of  Customer  

Service  Vs.  Task:  OpPmizing  The  

Customer-­‐Centric  Payroll  EquaPon    

Growing  Revenue  While  Controlling  

Labor  Cost  

CommunicaPon  MaEers:  Solving  

the  Store  ExecuPon  Challenge    

Understand  In-­‐Store  Shopper  Behavior  With  Precise  LocaPon  

AnalyPcs    

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Panelists  

Debbie Hauss Editor-in-Chief

Retail TouchPoints

MODERATOR

Brian Laney

VP Sales Alert Tech

Anne MacKenzie Kotraba Retail Consultant

SMK Workforce Solutions

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Alert  Tech  is  20+  year  old  family  run  retail  powerhouse.  •  We  live  at  the  juncPon  of  hardware,  so\ware  and  data.  

•  Fully  customizable  OEM  •  Made  in  the  USA  (Houston,  TX)  •  Our  CEO  Marge  Laney  is  the  industry's  leading  authority  on  transformaPonal  technology  and  customer  service  processes  centered  on  the  in-­‐store  fiJng  room.    

WE  CARE  (A  LOT)  ABOUT  THE  FITTING  ROOM  

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Our  retail  soluPons  power  over  30,000  fiJng  rooms,  and  support  over  100,000,000  customer  engagement  interacPons  annually.  

CLIENTS  

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We've  shown  many  of  the  world's  top  apparel  retailers    that  in-­‐store  fiJng  rooms  are  the  most  valuable  square  footage  in  retail.  

   

NO  ONE  KNOWS  MORE  ABOUT  THE  FITTING  ROOM    

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RETAIL  CHALLENGES  

RISE  OF  OMNICHANNEL  •  The  internet  and  and  mobile  have  unified  the  selling  environment.  

Strategies  must  be  unified  and  mulP-­‐faceted  to  win  

in  the  marketplace.  

VALUE-­‐DRIVEN  SHOPPERS  •  Shoppers  have  adapted  to  economic  pressures  by  

showrooming  and  making  fewer  trips  to  

malls,  but  spending  more  during  each  visit.  

RETURNS…  THE  SILENT  KILLER  •  According  to  the  NRF,  Brick  

and  Mortar  apparel  customers  returned  merchandise  valued  at  $185.5  billion  in  2009  –  nearly  8%  of  total  sales.  

•  In  2012,  returns  approach  20%.  

 

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FACILITATE  THE  CONNECTION  

•  Show  occupancy  •  Display  acPve  calls  •  Provide  service-­‐  every  Pme    •  Connect  the  associate  

 

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One  Simple  Truth  –  This  is  psychology  

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NO  BUYING  DECISION  IS  FINAL  UNTIL  THE  TRY-­‐ON  IS  COMPLETE  –  EITHER  AT  

HOME  OR  IN  THE  FITTING  ROOM.  

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WHAT  WE  MEASURE  FiBng  Room  Visits     What  %  of  door  traffic  visits  

the  FiJng  Rooms?    

Customer  Calls    

Will  servicing  customers  in  the  FiJng  Room  result  in  more  sales?    

Occupancy  Time    

How  does  the  length  of  each  FiJng  Room  visit  affect  sales?    

Response  Time    

How  does  staff  response  to    service  request  impact  sales  and  customer  loyalty?    

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•  COACHABLE  MOMENTS  •  ACTIONABLE  INSIGHTS    •  MERGE  WITH  WORKFORCE  SOLUTIONS  

DATAPULT  

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ROOM  VALET  EMPOWER  THE  IN-­‐STORE  TABLET    •  CLEAR  VISIBILITY  •  NEXT  STEP  CAPABILITY  •  DOOR  KNOCKS  AND  

WHITEBOARDS.    

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Customer  Experience  

OperaPng  Model  

Service  Model  

ExecuPon  Service  

Enhancements    

Measurement  

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Q&A  

Debbie Hauss Editor-in-Chief

Retail TouchPoints

MODERATOR

Brian Laney

VP Sales Alert Tech

Anne MacKenzie Kotraba Retail Consultant

SMK Workforce Solutions

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Next  Session  

WEDNESDAY  •  OCTOBER  22ND  AT  2PM  EST  /  11AM  PST  

Understand  In-­‐Store  Shopper  Behavior    with  Precise  LocaPon  AnalyPcs  

PATRICK  BLATTNER  CPO  -­‐  iInside  

ERIN  OLDERSHAW  SMK  Workforce  SoluPons  

ANNE  MARIE  STEPHENS  VP,  Retail  Sales  &  Customer  Development-­‐  iInside