7 Trends

And 7

Companies

Reshaping Your

Retail

Experience In

2014

A division of Symphony Teleca

HOW CONSUMERS BEHAVIOR HAS GONE OMNI CHANNEL

THIS PRESENTATION IS ABOUT….

A division of Symphony Teleca

…AND HOW RETAILERS ARE DOUBLING DOWN ON

SYSTEMS OF ENGAGEMENT

LET’S LOOK AT 7 TRENDS

SHAPING THE SHOPPING EXPERIENCEAND SOME STATISTICS THAT WE DID NOT MAKE UP

CUSTOMERS ARE GETTING MORE TOUCHY

FEELY. EVEN IN THIS DIGITAL AGE

1

61%Retailers are looking to deploy virtual try on mirrors or virtual rooms.

Consumers are willing to shop in a automated store with vending machines with products.

28%32%Are looking to deploy Self check out facilities in store and have virtual customer service.

LOCATION. LOCATION. LOCATION

IN THE APPSTORE

2

Consumers are interested in receiving deals and coupons on their phone while in the store..

Smartphone shoppers use a store locator on their phone to plan their shopping trip.

Smartphone users compare products with their phones while in the store.

74%

48%70%

 

3

Global consumers are using multiple channels when shopping.

Consumers make in-store purchases based on research they did online.

U.S. shoppers webroom, browsing online and then going to a store to make their purchase.

34%

78%

23%

CUSTOMERS ARE KNOCKING ON EVERY

DOORONE SCREEN SIZE DOES NOT FIT ALL

4

Retailers believe, leading retail companies will capitalize on big data’s competitive advantage in the next five years.

Retailers believe, that analytics can have an impact on business processes, with targeted offers and promotions.

Retailers believe, that analytics can have an impact on demand forecasting, supply chain modeling

62%

49%50%

PREDICTIVE DEMAND ANALYTICS IS THE NEW GOLD

MINEAND EVERYONE IS HEADING WEST (OR TO THE VALLEY)

5

Cisco predicts, devices and objects connected to the internet are expected to grow to

50 billion by 2020.

Apple's iBeacon technology is now deployed in stores giving customers more detailed information about products on display based on their location in the store.

RETAIL IS WAKING UP TO INTERNET OF THINGSAND IT’S GOING TO GET VERY VERY EXCITING.

6

Consumers are comfortable with providing personal information when shopping in exchange for more personalized recommendations and customer service.

49%

Consumers consider ending their relationship with a retailer if they are not given tailor-made content and offers.

54%

CONSUMERS ARE WILLING TO SHARE DATABUT RETAILERS ARE YET TO CAPITALIZE AT SCALE

7

Consumers feel that companies social media posts impacts their purchasing.

Retail product pages have a Facebook share button

Consumers use social media to refer to their friends and family before purchasing.

78%

28%75%

SOCIAL CONTENT IS THE NEW PACKAGINGWE ALL KNOW THAT, DON’T WE ?

A division of Symphony Teleca

01Explosive growth in Devices and Channels make it difficult to consistently engage with customers and maximize revenue.

DATACHANNELS PLATFORMS

02Disconnected, unstructured data makes it impossible to drive customer insight and predict future revenue streams.

03Existing skills, systems and platforms limit ability to innovate fast enough and accelerate revenue.

WHAT’S STOPPING EVERYONE ?IT ALL COMES DOWN TO SOLVING 3 KEY PIECES OF THE PUZZLE

LET’S LOOK AT 7 RETAILERS WHO ARE PUSHING THE ENVELOPE

Macy’s is analyzing customer data across all

points of interactions and to recognize

unique preferences and behaviors. They are

also one of the first retailers to embrace

ibeacon technology to provide in-store

tailored notifications to their shoppers.

HOW MACY’S GREW SAME STORE SALES BY 11.3% YOY

Amazon’s recommendation engine is one of the

best cases of predictive analytics. Based on

customer’s past browsing pattern, preferences

and behavior, Amazon’s recommendation

engine does an analysis to provide a

personalized experience.

HOW AMAZON USES PREDICTIVE RECOMMENDATION TO DRIVE 30% REVENUE

Burberry started a customer 360 program, through

which they connect their customers on social media

platforms. Burberry has integrated modern technology

and interactive touch points like virtual mirror in their

flagship store to give their customers a digitalized in-

store experience.

HOW BURBERRY USES IN STORE DIGITAL EXPERIENCE TO DRIVE 17% GROWTH

Walmart has mastered the art of applying modern data

mining and analytics techniques to its pool of customer

data, collected from online channels and their

ecommerce site to clearly understand their customers

preferences.

HOW WALMART IS DRIVING 1B IN SALES THROUGH DATA SCIENCE

Nordstrom is using Pinterest to analyze their

customer’s preferences. Products that are most

pinned by customers are displayed in the store. This

has helped the retailer manage inventory and also

helped sales associate to show top selling products

to potential buyers through their store mobile

application.

HOW NORDSTORM GETS 4.5 MILLION FOOTFALLS EVERYDAY (ON PINTEREST)

Vera Bradley typically starts a season with 16 to 18

pattern design. After analyzing the data post-testing,

that number is reduced to three to four. To verify the

effectiveness of its pattern testing process, Vera

Bradley back tested older products on which it had

sales data to determine if it's a good predictor of

future success.

HOW VERA BRADLEY DOUBLED CLICK THROUGH AND TRIPLED CONVERSION

Lindt launched a cloud based ecommerce site to

build and execute personalized promotions.

Through microsites, Lindt can launch promotions

and campaigns that sell highly targeted

offerings.

The new ecommerce site has doubled the conversion rate and tripled the revenue on mobile devices. Black Friday saw a conversion rate of 200%, while cyber Monday sales was double than single day of online sales.

HOW LINDT DOUBLED CONVERSION AND TRIPLED REVENUE THROUGH PERSONALIZATION

www.aditi.com 21 21

43

21

SINGLE VIEW OF CUSTOMER

OMNI CHANNEL INTEGRATION

CUSTOMER ANALYTICS

PERSONALIZED CONNECTED EXPERIENCE

WE SEE A 4 STEP PATTERN IN THE WAY ALL OF THEM WENT ABOUT IT

And CEOs, CMOs and CIOs who are waiting on the fence are losing their jobs by the dozen

Retailers, who are embracing Omni Channel Customer Engagement

and transforming their business, are growing at double digit.

CUSTOMERS EVERYWHERE. REVENUE EVERYWHERE. WHAT IS YOUR RETAIL OMNI-CHANNEL STRATEGY?

Don’t miss out! Click here to register now!

JOIN OUR WEBINAR ON SEPTEMBER 30th

2014

ADITI CAN NAVIGATE YOUR BUSINESS

THROUGH A DIGITAL TRANSFORMATION

Click here to get in touch with us!

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